Fair Fares NYC Card Replacement or Refund

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The process to get a replacement card and refund for a Fair Fares NYC MetroCard varies based on what happened to your card.

You can report a Fair Fares NYC MetroCard that is:

  • Lost
  • Stolen
  • Damaged
  • Not working
  • Never received
  • Lost in a Metropolitan Transportation Authority (MTA) vending machine

It is very important that you make your report as soon as you are aware of the situation.

You can also get assistance with expired cards.

Renewing Your Card

If you need to renew your Fair Fares card, visit the Fair Fares NYC page instead.

Replace a Lost or Stolen Card

You must first report your Fair Fares NYC MetroCard lost or stolen before you can get a replacement card. One replacement card per enrollment year is allowed for lost or stolen cards.

If you are eligible to receive a replacement card, it will be mailed to you 2 to 3 weeks after you report that the card was lost or stolen. 

Once a card is mailed, you must allow for mail delivery. You cannot pick up a card in person during the 3-week mailing period once you request a replacement card. 

If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail and have a card issued to you at a Fair Fares NYC location.

Report your lost or stolen card:

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares NYC MetroCard Lost or Stolen” link and follow the instructions on the screen.

By Phone

  • Agency: Human Resources Administration
  • Phone Number: (718) 557-1399
  • Business Hours: Monday - Friday: 8 AM - 5 PM
  • You can reach staff during business hours (except for City Holidays). You can get help in most languages. Automated Assistance is available 24 hours a day, 7 days a week.

Refunds for a Lost or Stolen Card

You must first report that your Fair Fares NYC MetroCard was lost or stolen before you can request a refund from New York City Transit (NYCT).

Refunds are only available for lost or stolen 30-day unlimited passes that were paid for with a credit, debit, or Electronic Benefits Transfer (EBT) card. 

Refunds are not available for the following lost or stolen Fair Fares NYC MetroCards:

  • 30-day unlimited passes that were paid for with cash
  • 7-day unlimited passes that were paid for with a credit, debit, or EBT card or with cash
  • Any value added (dollar amount for Pay-Per-Ride fares) that was paid for with a credit, debit, or EBT card or with cash

After you report your card as lost or stolen, you must then call NYCT Customer Service at 511 to request a refund for any unused portion of your card. You should call 511 immediately after reporting your card as lost or stolen. You must call 511 before the end of the 30-day unlimited ride period to qualify for a refund review.

You will not be able to get a refund if you previously made two or more reports of lost or stolen MetroCards within the same calendar year.

For approved refunds, NYCT will issue a credit back to your credit, debit, or EBT card. If NYCT processes a second refund for you in the same calendar year, a $5 administrative fee will be deducted from the refund amount.

    • Agency: Metropolitan Transportation Authority
    • Division: New York City Transit Customer Service
    • Phone Number: 511
    • Business Hours: Daily: 6 AM - 10 PM
    • Staff is available through the automated phone system during business hours. Call volume is often high. If you don't get through, call back later.

    Replace a Damaged or Not Working Card

    You must first return your damaged or not working Fair Fares NYC MetroCard to get a replacement card. You can return your card any time after you discover that it is damaged or not working.

    There is no replacement limit per calendar year for a card that is damaged or not working as long as you return the card.

    When you return your damaged or not working card, Fair Fares NYC will give you a replacement card. If you return your card in person, you can receive a replacement the same day. 

    Your replacement card will not have any money on it.

    • Agency: Human Resources Administration
    • Phone Number: (718) 557-1399
    • Business Hours: Monday - Friday: 8 AM - 5 PM
    • You can reach staff during business hours (except for City Holidays). You can get help in most languages. Automated Assistance is available 24 hours a day, 7 days a week.

    Return Your Damaged, Not Working or Expired Card

    If you need to request a replacement card because your card is damaged or not working, or if you want to request a refund on an expired card that has money left on the damaged card, you can return it in person or by mail.

    In Person

    Find a Fair Fares NYC location.

    By Mail

    Include the following information in the envelope with your card: 

    • Your first and last name
    • Fair Fares Client ID number (found on the Fair Fares home page in your ACCESS HRA account)
    • Whether you think there is money left on the card

    Send your card and the above information to:

    Fair Fares NYC
    PO Box 7099
    New York, NY 10008-7099 

    Refunds for a Damaged, Not Working, or Expired Card

    Refunds may be available for Fair Fares NYC MetroCards that are damaged, not working, or expired regardless of the payment method used.

    If your card has expired, you can request a refund up to two years after the card expiration date. You should only return your expired card to Fair Fares NYC if there is money left on the card and you would like to request a refund. 

    You cannot transfer money from an expired Fair Fares NYC MetroCard to another MetroCard. MTA station agents cannot transfer the balance of your expired card to another MetroCard.

    Refunds will not be processed until your card is received by the Fair Fares Program. You do not need to contact New York City Transit (NYCT) to request a refund. The Fair Fares NYC Program will contact NYCT after you return your damaged, not working, or expired card.

    NYCT will conduct a review to determine the refund amount, if any. 

    For approved refunds, NYCT will do one of the following:

    • Issue a credit back to your credit or EBT card if you paid with a credit or EBT card. 
      • This process takes 6-8 weeks. Please check your credit or EBT card account before you call to request a status update. 
    • Mail a check to your address on record with the Fair Fares NYC Program if you paid with cash or debit card

    If you would like to check on the status of a refund, please call NYCT Customer Service. 

    • Agency: Metropolitan Transportation Authority
    • Division: New York City Transit Customer Service
    • Phone Number: 511
    • Business Hours: Daily: 6 AM - 10 PM
    • Staff is available through the automated phone system during business hours. Call volume is often high. If you don't get through, call back later.

    Replacement for a Card Lost in an MTA Vending Machine

    If a Metropolitan Transportation Authority (MTA) vending machine did not return your Fair Fares NYC MetroCard, you must first report the card as lost in the machine before you can get a replacement card. You will be asked to provide the station name where your card was lost in the machine.

    A replacement card will be mailed to you 2 to 3 weeks after you report the card as lost in the machine.  

    You cannot pick up a card in person during the 3-week mailing period. If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail and have a card issued to you at a Fair Fares NYC location. 

    There is no replacement limit per calendar year for a card that is lost in an MTA vending machine.

    Report your card as lost in an MTA vending machine:

    Online 

    Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares NYC MetroCard Lost or Stolen” link and follow the instructions on the screen.

    By Phone

    • Agency: Human Resources Administration
    • Phone Number: (718) 557-1399
    • Business Hours: Monday - Friday: 8 AM - 5 PM
    • You can reach staff during business hours (except for City Holidays). You can get help in most languages. Automated Assistance is available 24 hours a day, 7 days a week.

    Refunds for a Card Lost in an MTA Vending Machine

    A refund may be available for a Fair Fares NYC MetroCard that is lost in an MTA vending machine regardless of the payment method used.

    You do not need to contact New York City Transit (NYCT) to request a refund. The Fair Fares NYC Program will contact NYCT after you report that your card was lost in the machine.  NYCT will conduct a review to determine the refund amount, if any. 

    For approved refunds, NYCT will do one of the following:

    • Issue a credit back to your credit or EBT card if you paid with a credit or EBT card
      • This process takes at least 6-8 weeks. Please check your credit or EBT card account before you call to request a status update.
    • Mail a check to your address on record with the Fair Fares NYC Program if you paid with cash or debit card

    If you would like to check on the status of a refund, please call NYCT Customer Service.

    • Agency: Metropolitan Transportation Authority
    • Division: New York City Transit Customer Service
    • Phone Number: 511
    • Business Hours: Daily: 6 AM - 10 PM
    • Staff is available through the automated phone system during business hours. Call volume is often high. If you don't get through, call back later.

    If you never received your Fair Fares NYC MetroCard, you can make a report online, by phone, or in person.

    You should also review your mailing address in your ACCESS HRA Fair Fares NYC account to make sure it's correct or make any necessary corrections.

    You will receive a new card in the mail within 2-3 weeks. You cannot pick up a card in person during the 3-week mailing period.  If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail and have a card issued to you in person at a Fair Fares NYC location or by mail.

    Report the card as not received or lost in the mail:

    Online 

    Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares NYC MetroCard Lost or Stolen” link and follow the instructions on the screen. 

    By Phone

    • Agency: Human Resources Administration
    • Phone Number: (718) 557-1399
    • Business Hours: Monday - Friday: 8 AM - 5 PM
    • You can reach staff during business hours (except for City Holidays). You can get help in most languages. Automated Assistance is available 24 hours a day, 7 days a week.

    In Person

    You can be issued a new card at the Fair Fares NYC location.

    Find a Fair Fares NYC location.

    Fair Fares NYC Locations are open Monday through Friday from 8:30 AM to 5 PM, except city holidays.

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