Adult Oyster card

Lost or stolen Oyster cards

If you protected or registered your adult Oyster card you can:

• Contact us so no one can use it. You'll need to have:
  - The Oyster card number
  - The security answer you set when you registered the card 
• Get a replacement card and transfer any tickets or pay as you go credit it, or
• Get a refund

Replacing an adult Oyster card

If you have an Oyster online account and you know the Oyster card number and security answer you set up when you registered or protected your Oyster card, you can report your card as lost or stolen and order a replacement online. Your lost or stolen card will be stopped so no-one can use it, and your replacement card will be sent to you by post.

Alternatively, you can contact the Oyster helpline on 0845 330 9876 (08:00-20:00 daily), and we'll stop the lost or stolen card so no-one can use it. You can then transfer tickets to a replacement card or get a replacement Oyster card by post. If you want to transfer a season ticket to your new card, there must be at least 24 hours of the original ticket left.

Transfer tickets to a replacement card

• Get a replacement card from an Underground, London Overground or National Rail station, Oyster Ticket Stop or London Travel Information Centre

• If you have a Travelcard or Bus & Tram Pass season ticket, you'll need to complete a registration form and add a nominal amount of pay as you go credit

• Call 0845 330 9876 (08:00-20:00), to arrange for your ticket(s) to be transferred to your new card and choose a station to pick it up

• For a transfer to be made within 24 hours, you must know your Oyster card number and security question when you phone the Oyster helpline to report its loss/theft

• Pick up your transfer at your chosen station from the following morning, by touching in on a yellow card reader when you make a normal journey
  For Travelcard season tickets you have three days to pick up the transfer
  For pay as you go credit you have eight days to pick up the transfer, but if you are also transferring a Travelcard you will need to complete the pick-up within three days
  For Bus & Tram Passes, please use the postal replacement process below

Get a replacement Oyster card by post

• Order a replacement card when you call to get your card stopped. We'll transfer your ticket(s) or pay as you go credit to the replacement card

• You'll receive your replacement card within five days. It may take longer if you don't know your Oyster card number or your security question, as we will have to establish that you are the owner of the card

• Travelcard season tickets must have six or more days remaining

Refunds

Whether you use the online process or contact the Oyster helpline, we can credit your online Oyster account if:

• You only had pay as you go credit on your card

• The tickets on your Oyster card had five days or less validity left

We'll charge a £10 administration fee when processing your refund. In some cases this may mean that no refund is payable.

Security question and answer

You will have chosen a security question and answer when you filled in your Oyster card registration form at the station, Oyster Ticket Stop, or when you protected it online.
If you don't know your Oyster card number or security question and answer, staff will ask you three other questions to check you owned the card.

Any refund due is calculated once we have verified your details - this may be after you call us.