Replace lost or stolen myki/ticket
Learn how to report and replace a lost or stolen myki or V/Line paper ticket.
Other ticket replacement problems you can get help with (follow links for more information):
- Manage expired or expiring soon myki
- Replace a damaged or defective myki or paper ticket
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:
- logging into your myki account
- calling us on 1800 800 007 (6am–midnight; all night Friday and Saturday)
- visiting a PTV Hub
Your lost/stolen registered myki can be replaced on the spot at a PTV Hub. Please note, balance transfer is not instantaneous.
If you apply for a replacement online or over the phone, we’ll send you a new myki with the transferred balance within 10 business days. If you need to travel in the meantime, buy a new myki and top up with myki Money or a myki Pass.
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
Please note you cannot replace a lost or stolen myki at a premium station.
Concession type changes for myki
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.
We can’t replace an unregistered myki.
Buy a new myki and top up with myki Money or a myki Pass and register your new 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.
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.
V/Line paper tickets
Only reserved V/Line paper tickets and Date-to-Date tickets can be replaced if lost or stolen.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.