News and events
PTV and V/Line sign new Services Agreement
19 Dec 2013
You can replace your ticket if it has expired, is lost or stolen, or is damaged or defective.
There are three ways to replace a myki:
- in person
- online [link to https://www.mymyki.com.au/NTSWebPortal/Login.aspx]
- by calling 1800 800 007. [Link to Contact us]
The easiest way to replace your myki is in person at a PTV Hub [Link to PTV Hubs], premium metropolitan station or staffed V/Line station [Link to Station/Stop] inside the myki boundary.
If you apply online or over the phone, we’ll send you a new myki within 10 business days of receiving your replacement request. We'll preload it with the remaining balance from your old card. If you need to travel in the meantime, buy a new myki card and top up with myki Money or a myki Pass.
Lost or stolen myki
Registered myki cards
If your registered myki is lost or stolen, let us know as soon as possible. Your balance is protected from the time you tell us your card is lost or stolen. We’ll block your card and arrange a replacement myki.
You can report your registered myki card as lost or stolen by:
- calling us on 1800 800 007 [Link to Contact us]
- logging into your myki account.
Unregistered myki card
We can’t replace unregistered myki cards. Buy a new myki and top up with myki Money or a myki Pass.
Victorian Student Pass
Your Victorian Student Pass or PTV School Student ID can be replaced on the spot at the location it was issued. Student passes and concession cards can’t be replaced online or over the phone.
Damaged or defective myki
Damaged or defective myki cards can be replaced on the spot, online or by calling us. If our equipment can’t read your damaged or defective myki, it may take extra time to transfer the remaining balance to your new card:
- up to 36 hours for a myki Pass
- up to 7 days for myki Money.
We’ll still give you a new myki card on the spot. If you need to travel while you wait for your old balance to be transferred to your new card, top up with myki Money or a myki Pass.
All myki cards expire after four years. If your myki has expired, or is due to expire within 60 days, you’re entitled to an on-the-spot replacement. Your current balance will be transferred to the new myki, which you can use immediately.
If your expired myki is registered, your replacement myki will be registered automatically. Auto Top Up can’t be transferred to your new myki. To keep travelling with Auto Top Up, you’ll need to log in to your myki account and set it up again.
To see when your myki expires, register online [Link to Register your myki] or check on a myki machine.
Lost or stolen V/Line ticket
Only reserved V/Line paper tickets and Date-to-Date tickets can be replaced if lost or stolen.
A reserved V/Line paper ticket can be replaced before your day of travel at any staffed V/Line station [Link to Station/Stop], once you complete a V/Line Passenger Refund Application Form. For more information, visit V/Line. [link to https://www.vline.com.au/Fares-general-info/Fares-refunds]
A lost or stolen Date-to-Date ticket can be replaced with a duplicate ticket at the issuing V/Line station, once you complete a V/Line Passenger Refund Application Form. For more information, visit V/Line. [link to https://www.vline.com.au/Fares-general-info/Fares-refunds]
Damaged paper ticket
V/Line paper tickets can become invalid because of:
- heat or water damage
- bending, tearing, cutting or chewing
- damage that exceeds normal wear and tear.
Replace your ticket at any staffed V/Line station [Link to Station/Stop]. You’ll need to complete a V/Line Passenger Refund Application Form. For more information, visit V/Line. [link to https://www.vline.com.au/Fares-general-info/Fares-refunds]