myki frequently asked questions

1. Why does it cost money to buy a myki?
2. Why is my myki in a negative balance?
3. I added a myki pass to my myki and the card is being declined at myki readers. Why?
4. I have a myki pass and I need to travel into a different zone. How do I pay for my travel?
5. Can I use the myki money on my myki card to pay for my myki pass?
6. Can I transfer funds between myki cards?
7. Can I lend my myki to a family member or friend?
8. How can I track my myki card balance?
9. Can I register multiple myki cards to my myki account?
10. Can I remove a myki from my online account?
11. I think I have been overcharged. What should I do?
12. Do I need to touch off on trams?
13. I topped up at a myki machine but the top up wasn’t added to my card. What should I do?
14. I topped up at a retail outlet but the top up wasn’t added to my card. What should I do?
15. The message “declined – contact myki” appears when I touch on. What does this mean?
16. My myki no longer responds at myki readers and myki machines. How do I replace it?
17. How do I report a faulty myki device?
18. I’ve forgotten my myki and need to take public transport, what do I do?
19. Can I appeal an infringement notice?
20. I bought a myki pass and no longer need it. Can I get a refund of the remaining days?
21. Why isn’t online or phone top up instant?
22. Why is my online top suspended if I don’t collect it within 90 days?
23. If I don’t use my myki for a while will the value on my card disappear?
24. The message “expired – get a new myki” appears when I touch on. What does this mean?
25. Why should I only buy a myki card from authorised outlets?

FAQs for travelling with myki on the V/Line train commuter services

26. Do V/Line customers still get free travel on arrival in Melbourne?
27. myki charges 2 hour and daily fares using myki money. How does this work for V/Line passengers when a journey is usually much longer?
28. Are off-peak fares still available for V/Line customers?
29. Will concession fares be available on weekends?
30. If I use myki money on V/Line commuter services, do I get access to free early bird travel like passengers in Melbourne?
31. Can the conductor top up myki onboard a V/Line train?
32. Can I top up my myki on V/Line coaches?
33. What is a V/Line commuter service?
34. What is a V/Line long distance service?
35. Can I use myki to pay for travel on a V/Line coach?
36. Can I upgrade to a first class ticket? How will this be handled?
37. Do I need to pre-purchase coach tickets when using a commuter service to travel to a connecting coach point (which is then subject to a paper ticket)?
38. I touched on in Zone 1 between 4 and 6pm and connected to a V/Line service after 6 pm. The fare I was charged is more than I paid when using a V/Line ticket. Why is this happening and have I been overcharged?
39. What if I took the journey in reverse? Will my fare be affected and do I need to touch off and on again when transferring to a Metro service?

 1. Why does it cost money to buy a myki?

The myki card fee covers the cost of producing your myki.  The cost associated with buying a myki is similar to other smart card systems around the world.

 2. Why is my myki in a negative balance?

myki allows you to travel into a negative balance for a single trip when the cost of your fare exceeds your card balance. After this trip, your myki will be declined if you try to touch on with a negative myki money balance.

You will need top up and return your myki money to a positive balance in order to touch on and continue travelling with your existing 2 hour or daily fare, or to use a myki pass.

Note: For travel across three or more zones you must have enough credit on your myki to cover your entire journey’s fare or your myki is not valid for travel. This means you must have enough money on your myki so that it won’t enter into a negative balance when you touch off.

 3. I added a myki pass to my myki and the card is being declined at myki readers. Why?

When travelling with a myki pass, your myki money balance must always be $0.00 (or more) in order to touch on.

If your myki money balance is in a negative value (e.g. as a result of travel outside the zone(s) for which the pass is valid), you will not be able to touch on and use/activate your myki pass until you have topped up your myki money balance to $0.00 or more.

Note that a myki that cannot be touched on is not valid for travel.

myki money and myki pass are two different fare products and must be topped up separately. Always ensure your myki money balance is $0.00 or more before you top up with a myki pass.

It is a good idea to add extra myki money to your myki money balance, even if you travel with a myki pass. Your myki money can be used to pay for any trips outside of your myki pass zone(s), or to pay for any travel undertaken when your myki pass expires.

 4. I have a myki pass and I need to travel into a different zone. How do I pay for my travel?

Your myki money can be used to pay for any trips outside of your myki pass zone(s), or to pay for any travel undertaken when your myki pass expires.

Simply top up your myki money balance with enough value to pay for your journey outside your myki pass zone(s).

 5. Can I use the myki money on my myki card to pay for my myki pass?

You can use the myki money on your myki to pay for a myki pass at a myki machine.

Ensure the myki money balance on your myki is more than the cost of your selected myki pass. You may need to top up your myki money if your balance is less than the cost of your myki pass.

The option to “pay with myki money” will automatically appear in the “Pay” section on the myki machine screen.
Ensure your myki is placed in the myki machine cradle to deduct payment. The myki pass will then be added to this myki.

You are advised not to remove your myki from the myki machine cradle during the transaction. Wait until the transaction is complete and you're prompted to remove your myki.

In order to successfully touch on and activate your myki pass, ensure your myki money balance is $0.00 (or more).

 6. Can I transfer funds between myki cards?

You cannot transfer funds between myki cards like you can between bank accounts.

However, you can use the myki Refund and Reimbursement form to request a balance transfer from one myki card to another. This is considered a full refund and requires you to surrender the myki you intend to transfer the funds from. You will not get this myki back.

You can also use the myki money balance from one myki to pay for a myki pass on another myki.

 7. Can I lend my myki to a family member or friend?

You can lend your myki (registered or unregistered) to someone else provided they hold the same full fare/concession status as you and they travel using myki money. This includes regular full fare, concession, child and seniors myki cards. For example, you could only lend your seniors myki to another Victorian senior and they must carry their own Seniors Card while travelling.

You cannot lend a myki with a myki pass on it or a specially issued concession myki card or free travel pass to someone else. 

 8. How can I see my myki card balance?

There are several ways to see your myki card balance.

Your myki money balance and/or myki pass expiry date is shown on myki card readers as you touch on and touch off. Your myki money balance/myki pass expiry date and any charges deducted will be visible for as long as you hold your myki against the reader. myki readers display your real-time (actual current) balance.

You can also view your myki money balance and/or myki pass expiry date and your last ten transactions on myki machines and myki checks. These devices display your real-time balance. 

If you register your myki card, you can check your myki money balance, the days remaining on a myki pass, and view up to six months of your travel history via your online myki account. It takes around 24hrs for your balance and transaction history to update to your online account, so be aware that you may not be viewing your real-time balance.

 9. Can I register multiple myki cards to my myki account?

You can register and manage up to eight active myki cards in your online account. You can nominate a separate cardholder for each myki.

If you are a parent, you can manage your myki and each of your children’s myki cards through your online account.

Note: A registered myki which has been lost/stolen and subsequently blocked is not considered active.

 10. I have a myki listed in my online account that I no longer use. Can I remove this myki from my online account?

You can request to have this myki hidden from your online account by contacting PTV on 1800 800 007 or by using our online feedback form.

 11. I think I have been overcharged. What should I do?

If your myki is registered and you have an online account, you can review your charges online. You can also view the last ten transactions for your myki at a myki check or myki machine.

Alternatively, you can request to have your charges reviewed by contacting the PTV call centre on 1800 800 007 or by using our online feedback form. If an overcharge is confirmed, the value will be reimbursed to your myki.

 12. Do I need to touch off on trams?

Most tram passengers do not need to touch off at the end of their trip. See touching on and off for an explanation about how fares work on trams.

 13. I topped up at a myki machine but the top up wasn’t added to my card. What should I do?

Contact PTV on 1800 800 007 to report the incident. You will be asked to provide the location of the myki machine, the time the top up occurred, the amount of myki money or myki pass days you added and the serial number of the myki machine (if known).

You may also be asked to provide some follow up documentation, such as a receipt for the transaction or a copy of your bank statement if you topped up using EFTPOS.

You are advised not to remove your myki from the myki machine cradle during the transaction. Wait until the transaction is complete and you're prompted to remove your myki.

 14. I topped up at a retail outlet but the top up wasn’t added to my card. What should I do?

Please note: If you have just purchased a myki pass and you are not able to touch on, check that you have a positive myki money balance (retail outlet staff can assist with this or check on a myki reader). If your myki money balance is negative, you will not be able to touch on, even with a valid pass.

Your transaction may not have processed properly.

Check your receipt and if it says "Status: Not encoded", return to that particular outlet with your receipt and advise staff of the issue. A staff member will be able to re-process the transaction.

If you are unable to return to that outlet, you should contact PTV on 1800 800 007 (6am to midnight daily) for further assistance.

 15. The message “declined – contact myki” appears when I touch on. What does this mean?

This message appears when your myki card has a fault or has been blocked. If you are using a myki that was previously reported lost or stolen, a permanent block will have been placed on this myki to prevent other people from using the card.

If you need to travel in the meantime you will need to use another myki.

 16. My myki no longer responds at myki readers and myki machines. How do I replace it?

There are a few ways to replace a non-operational myki. See refunds and replacements for more information.

 17. How do I report a faulty myki device?

In the event that you encounter an out of service myki device, the details can be traced and checked. Just note down the time and location of the device. You should contact the PTV call centre on 1800 800 007 or use our online feedback form to report the device.

It is unlikely that all myki readers at a train station or on-board a tram or bus will be out of service at the same time. Passengers are required to have a valid ticket when using public transport and are expected to take all reasonable steps to ensure they do - this includes touching on at a nearby reader. 

 18. I’ve forgotten my myki and need to take public transport, what do I do?

You can return home to collect your myki, or buy a new myki and top it up. This additional myki can be kept as a spare.

We encourage passengers to keep their myki in an item they never leave home without – e.g. a purse, wallet or mobile phone.

 19. Can I appeal an infringement notice?

Anyone who is issued an infringement notice has the opportunity to request to have it reviewed. For more information, visit transport.vic.gov.au

 20. I bought a myki pass and no longer need to use it. Can I get a refund of the remaining days?

You can apply for a refund of any unused myki money, unused myki pass or partly used myki pass at any time by completing the myki Refund and Reimbursement Form. See refunds and replacements for more information.

 21. Why isn’t online or phone top up instant?

In order to apply a top up and update your card balance, your myki must interact directly with the system. This is why top ups at myki machines, retail outlets, on-board buses and at train station ticket offices are instantly added to your card.

When topping up online or by telephone, we ask that you allow at least 24 hours for the top up to be processed and ready for collection at a myki reader or myki machine anywhere on the network.

Topping up online or by phone is not instant, because there is no device present and your computer or telephone does not interact in any way with your myki card.

When you top up online or by phone, the payment is processed and a request to top up your myki is sent to all 20,000 myki devices. The top up is then added to your myki the next time you interact directly with the system (24 hours after the top up was made) by touching your myki to a myki reader or myki machine.

 22. Why is my online/phone top up suspended if I don’t collect it within 90 days?

When you top up online or by phone, your top up request is sent to all myki readers and myki machines. This way, you can collect your online or telephone top up from any myki machine or myki reader by touching your card to the device.

The 90-day threshold is required to ensure system transactions are processed efficiently and that a backlog of top ups waiting to be collected do not affect performance of the system.

See topping up your myki for more information.

 23. If I don’t use my myki for a while will the value on my card disappear?

Any value already stored on your myki will not disappear and remains there to be used for travel for years. In line with Victorian legislation, if no transactions are recorded for five years, unused myki money is transferred to the Registrar of Unclaimed Money. Customers can then claim the money from the Registrar.

  24. The message “expired – get a new myki” appears when I touch on. What does this mean?

myki cards expire after four years. If your myki has expired or is due to expire soon, you are eligible for a free replacement myki and full balance transfer. See refunds and replacements for more information.

You can view the expiry date of your myki at myki machines and myki checks.

If your myki is registered, you can view the expiry date of your myki in the “Manage my card” section of your online account. Registered customers will also be contacted by email in advance of their card expiring to be advised of how best to go about getting a replacement.

 25. Why should I only buy a myki card from authorised outlets?

  • If you purchase a myki card from an unauthorised source you may not get the full benefits available to you under the system.
  • You may not get the full four years use from the card and it may be registered in the name of someone else.
  • This means that you cannot register the myki in your name and protect any value on it in the event it is lost or stolen, and you won’t get the benefits of auto top up and being able to check your transactions online.
  • If the myki card is in someone else’s name you won’t be able to get a refund either.
  • Unless the myki card is purchased from an authorised outlet there is a risk that it could have been obtained improperly and balances on the card are at risk.

 26. Do V/Line customers still get free travel on arrival in Melbourne?

With the introduction of myki to V/Line commuter services, customers still receive free travel on arrival in Melbourne.

Using myki money, customers are charged a 2 hour fare for the first trip of the day, plus additional time is added to allow them to complete long journeys.

For example, a customer travelling from Warragul to Melbourne (Zone 6 to Zone 1), touches on at 5.05am and boards the 5.14am toward the city.

This travel covers six zones. Because of the length of the journey, one additional hour is added to the two hour fare to give them a three hour fare which expires at 8.05am.

The 5.14am service from Warragul arrives in Melbourne at 6.59am, providing the customer with an hour of free travel in Melbourne.

Using myki pass, travel between your origin station and Melbourne includes travel in Zone 1 & 2 at any time as long as your ticket was valid.

For example, a customer who has a myki pass for Ballarat to Melbourne (Zone 8 to Zone 1) already has all zones between 1 and 8 included in their pass. So travel is included in Zone 1 & 2 while that pass is valid.

 27. myki charges 2 hour and daily fares using myki money. How does this work for V/Line passengers when a journey is usually much longer?

To ensure customers are able to complete long journeys on V/Line commuter services, additional time is added for longer trips:

 

  • Travel of 1-5 zones = 2-hour fare
  • Travel of 6-11 zones = 3-hour fare
  • Travel of 12-13 zones = 4-hour fare

For example, a passenger who touches on in Zone 8 at 9.30am and touches off in zone 1 at 11.15am (an 8-zone trip) has a zone 1-8 fare expiring at 12.30pm.

If touch on occurs after 6.00pm the fare expires at 3.00am the following day.

 28. Are off-peak fares still available for V/Line customers?

Yes. All trips of at least three zones will be charged at the off-peak rate, except where touch off occurs in Zone 1 before 9 am on a weekday, or touch on occurs in Zone 1 between 4 and 6 pm on a weekday. The off-peak discount is 30 per cent.

With myki, off-peak fares also apply to concession passengers on weekends. Passengers must touch off to receive the off-peak discount.

 29. Will concession fares be available on weekends?

Yes. myki automatically calculates the lowest fare as you touch on and off, including applying any concession, free travel entitlements or off-peak discounts on weekends. In addition, V/Line customers using myki to travel entirely within metropolitan Zones 1 and 2 on weekends or public holidays pay no more than $6.00 to travel all day.

myki also provides seniors myki holders with free trips within one or two consecutive zones on weekends.

 30. If I use myki money on V/Line commuter services, do I get access to free early bird travel like passengers in Melbourne?

Unfortunately no. Free Early Bird travel is only available to passengers who touch on and off on an electrified train service before 7am on a weekday.

V/Line customers do get access to off-peak fares for trips across three or more zones. The off-peak discount is 30 per cent and seniors also travel for free for trips within one or two consecutive zones on Saturdays and Sundays.

 31. Can the conductor top up myki onboard a V/Line train?

No. You must have topped up your myki before travel or you will be travelling without a valid ticket and may be required to purchase an additional ticket onboard the train (or in certain circumstances subject to a fine).

All V/Line commuter stations have myki machines to allow passengers to top up immediately before travel, but it is a good idea to think ahead to ensure you always have enough credit on your myki and don’t risk missing your train.

 32. Can I top up my myki on V/Line coaches?

No. You can’t top up your myki on V/Line coaches.

 33. What is a V/Line commuter service?

A V/Line commuter service may have been referred to in the past as an ‘inter urban’ service.

The V/Line commuter service boundary is the area in which customers can use a myki to pay their fare.

The V/Line commuter service area is from Melbourne (Zone 1), to Marshall (Zone 4 – Geelong Line), Wendouree (Zone 8 – Ballarat Line), Eaglehawk (Zone 13 – Bendigo Line), Seymour (Zone 6 – Seymour Line) and Traralgon (Zone 12 – Traralgon Line).

 34. What is a V/Line long distance service? 

A V/Line long distance service may have been referred to in the past as an ‘inter city’ service.

Passengers travelling to a V/Line long distance destination require a V/Line ticket for the full journey, or can use a combination of a valid myki pass and V/Line extension ticket.

V/Line long distance stations are those beyond the V/Line commuter service boundary.

 35. Can I use myki to pay for travel on a V/Line coach?

If you are travelling on a V/Line commuter service you can use a valid myki pass to pay for a portion of your travel.

If you are connecting to a V/Line coach service you will need to purchase a separate ticket for that travel.

Passengers travelling to or from long distance destinations still require a V/Line ticket for the full journey. The exception to this is myki pass holders who can extend travel to a long distance location by purchasing a paper extension ticket.

 36. Can I upgrade to a first class ticket? How will this be handled?

If you are travelling on a myki in the commuter area and wish to travel first class on a long distance service you can do so, but you will need to purchase an upgrade ticket.

You will need to purchase your upgrade ticket from staff at the ticket window before travelling – your myki cannot be used to pay for the upgrade.

You should still touch on and off your myki as normal even when travelling with a first class upgrade.

 37. Do I need to pre-purchase coach tickets when using a commuter service to travel to a connecting coach point (which is then subject to a paper ticket)?

You can choose to use myki to pay for your V/Line commuter travel and then use a separate paper ticket for coach travel, or you can use a V/Line ticket that covers the whole journey.

It will be cheaper to travel using a V/Line ticket for the entire journey, so if you are undertaking travel on a V/Line commuter service then connecting coach service you are advised to travel on a V/Line ticket for the whole journey.

 38. I touched on in Zone 1 between 4 and 6pm and connected to a V/Line service after 6 pm. The fare I was charged is more than I paid when using a V/Line ticket. Why is this happening and have I been overcharged?

Because you touched on in Zone 1 and connected to a V/Line train without touching off, you have travelled at a peak time and been charged a peak fare on the V/Line service.

Peak fares are charged for V/Line services where a touch on happens between 4 pm and 6 pm in zone 1 on a business day, or a touch off occurs prior to 9 am in Zone 1 on a business day.

If you touch on in Zone 1 between 4 pm and 6 pm on a weekday and are connecting to a V/Line service which departs any station after 6 pm, you are advised to touch off at the end of your Metro journey and touch on again prior to boarding the V/Line service.

This will ensure you pay the lowest fare using myki.

 39. What if I took the journey in reverse? Will my fare be affected and do I need to touch off and on again when transferring to a Metro service?

All you need to do is touch on at the start of your journey and touch off at the end.

There is no need to touch off and then on again when transferring to a Metro service.