Replace a ticket
You can replace your ticket if it’s expired, damaged or defective. You can replace some types of tickets if they are lost or stolen.
Replace a myki
There are three ways to replace a myki:
The easiest way to replace your lost or stolen myki smartcard is in person at a PTV Hub. You can also replace an expired, damaged or defective myki smartcard in person at a PTV Hub.
If you apply online or over the phone, we’ll send you a new myki smartcard within 10 business days of receiving your replacement request. We'll preload it with the remaining balance from your old myki. If you need to travel in the meantime, buy a new myki and top up with myki Money or a myki Pass.
If your myki is registered, your replacement myki will also be registered automatically. Auto top up and Auto-load can’t be transferred to your new myki. To keep travelling with auto top up or Auto-load, you’ll need to set it up again.
Lost or stolen myki
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 myki is lost or stolen. We’ll block your myki and arrange a replacement myki.
You can report your registered myki smartcard as lost or stolen by:
We can’t replace an unregistered myki. Buy a new myki and top up with myki Money or a myki Pass.
Lost or stolen phone containing Mobile myki
If your Android phone with Mobile myki has been lost or stolen, contact your service provider immediately to have the phone blocked.
For more information see Google Help and Support.
Registered Mobile myki
If the Android phone containing your Mobile myki is lost or stolen, let us know as soon as possible. Your balance is protected from the time you tell us your myki is lost or stolen.
We'll block it and can arrange a refund to your new Mobile myki.
Unregistered Mobile myki
If your Android phone has been lost or stolen and contains a Mobile myki which isn’t registered, contact Google Pay to get your ticket number. This lets you contact us to request a refund of any balance on the Mobile myki.
Damaged or defective myki
Damaged or defective myki smartcards can be replaced for free on the spot at a PTV Hub. You can also replace your myki 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 myki:
- up to 36 hours for a myki Pass
- up to 7 days for myki Money.
We’ll still give you a new myki smartcard on the spot. If you need to travel while you wait for your old balance to be transferred to your new myki, top up with myki Money or a myki Pass.
If you’ve already bought a myki to travel, contact us to get a reimbursement of the myki fee.
All myki smartcards expire after four years. A Mobile myki expires after two 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.
For a soon-to-expire myki, please continue to use your current myki until the expiry date. The balance of any myki Pass or myki Money will be transferred to your new myki five days after your current myki has expired.
To see when your myki expires, register online or check on a myki machine.
Change in concession
To replace your myki online, you must be requesting the same fare concession type as your original myki.
For example: replacing a full fare myki with another full fare myki, or a student concession myki with another student concession myki, or a seniors concession myki with another seniors concession myki.
If you are no longer entitled to a concession myki, and now need to obtain a full fare myki instead, you will need to purchase a new myki with the full fare travel entitlement.
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.
Replace a paper ticket
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, once you complete a V/Line Passenger Refund Application Form. For more information, visit the V/Line website.
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 the V/Line website.
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.