Refunds and replacements 

Outlined below is key information about myki and V/Line ticket refund, reimbursement, replacement and myki pass conversion processes. Please note, in some instances you may need to send your myki in to PTV when applying for a refund, replacement or converting a myki pass to myki money.

For more detailed information about the terms and conditions of refunds, reimbursements, replacements and myki pass conversion, please see the Victorian Fares and Ticketing Manual.

Overview of myki refunds and replacements

Refund:

Apply to refund the remaining balance of your myki card. This will cancel your myki card, which means it can no longer be used to travel.

  • You need to send your myki to us if you wish to have it refunded.

Reimbursement:

Claim back value for travel which has been taken (myki money or myki pass) - conditions apply.

  • You do not need to send your myki to us when claiming a reimbursement.

Replace:

Replace your myki card because it has expired, or will expire soon, is damaged or defective or is a registered myki that has been lost or stolen.

  • If you replace your myki on the spot at a PTV Hub, premium metropolitan station or staffed V/Line station, you will need to give the staff member the myki card that you are replacing (unless you are replacing a registered card that is lost or stolen).
  • If you use our online Replace my myki form to replace a damaged or defective myki, or a personalised myki, you will need to send the myki card you want to replace to us.

Convert:

Convert myki pass to myki money when you no longer wish to travel on your myki pass.

  • You need to send the myki card to us so we can convert your pass to myki money – we will return your myki card to you once the conversion has been completed.

What would you like to do?

Refund or convert a myki 

You can apply for a refund of any unused myki money, unused myki pass or part used myki pass at any time by completing the myki Refund and Reimbursement form.

You can claim your refund as either a cheque or balance transfer to another myki of your choice. In addition, you can also choose to convert a myki pass to myki money (myki pass conversions over $250 can only be paid by cheque), your myki card will be returned to you.

Please allow up to 10 business days for a myki pass to myki money conversion to take place.

Please allow up to 21 business days for cheque refunds.

How do you calculate myki pass refunds and myki pass conversion?

If you apply for a refund on an unused myki pass, you are refunded the full purchase price. If you have already travelled using your myki pass, your refund is the difference between the full purchase price and the amount you would have had to pay to buy other fares for the time your pass was held.

For example:

  • You buy and activate a 28 day myki pass, then apply for a refund on the 10th day
  • We calculate the cost of travel for 10 days based on the fares that would have applied for a 10 day period. In this case, the fare for 1 x 7 day myki pass and 3 x Daily cap myki money fares.
  • Your refund amount is the cost of travel for the 10 days you held your pass, subtracted from the price of your original 28 day myki pass. This calculation also applies if you choose to convert your partially used pass into myki money.

There are no refunds on expired passes. Your refund amount is calculated based on the day you submit your refund application, not the day the pass was last touched on.

There are some important things to note about partially used myki pass refunds and conversions:

Yearly myki passes (365 day passes): Refunds are only available on a Yearly myki pass that has been held for less than 325 days because the discount rate on a yearly myki pass means that you receive 365 days travel but only pay for 325 days.

For example:

  • You paid $1501.50 for a Zone 1+2 365 day pass (325 days x $4.62 daily rate).
  • You apply for a refund on the 210th day.
  • You would have paid $970.20 if you had bought a 210 day pass (210 days x $4.62)
  • Your refund amount is $531.30, based on the fare you would have paid for a 210 day pass subtracted from the amount you originally paid.

Commuter Club 365 day myki passes: Refunds are only available on a Commuter Club Yearly pass that has been held for  less than 293 days because the discount rate on a Commuter Club myki pass means that you receive 365 days travel but only pay for 293 days.

For example:

  • You paid $1351.35 for a Zone 1+2 Commuter Club 365 day pass (325 days x $4.62 daily rate = $1501.50 x 90 per cent for your Commuter Club discount).
  • You apply for a refund on the 210th day.
  • You would have paid $970.20 if you had bought 210 days days originally (210 days x $4.62)
  • Your refund amount is $381.15, based on the fare you would have paid for a 210 day pass subtracted from the amount you originally paid.

Student Passes (Yearly & Half Yearly): Your refund amount is the original Student Pass purchase price minus the pro rata amount  you would have paid for the number of weeks you held your pass from the date of issue to the date you apply for a refund.

Note that the refund amount for a Yearly Student Pass submitted after 31 July is the original Student Pass purchase price minus the Half Yearly Student Pass price minus the pro rata amount for the number of weeks you held your pass from 31 July to the date you apply for a refund.

Replace a myki

There are three ways to replace a myki – on the spot at a PTV Hub, staffed premium metropolitan station or staffed V/Line station, by using our online replacement form, or call us on 1800 800 007 (6am – midnight daily).

Important information about replacing a myki:

  • Unregistered myki cards that have been lost or stolen cannot be replaced. You will need to purchase a new myki card to travel.
  • If your myki has a negative balance on it, you will need to top up to a positive balance for the replacement process to proceed.
  • You can replace your myki card if it is going to expire soon, up to 60 days prior to its expiry date.
  • If your original myki card is registered, your replacement myki will be automatically registered too.
  • If you had auto top up set up on your original myki, this service will not be transferred to your replacement myki. You will need to log into your online account, or contact us on 1800 800 007 (6am - midnight daily), and set up a new auto top up arrangement.
  • Student pass myki cards can only be replaced by attending the station that the student pass myki was originally purchased from/issued by.

On the spot replacement

The easiest way to replace your myki card is ‘on the spot’ at a PTV Hub, premium metropolitan station or staffed V/Line station. In most cases, you must provide the PTV Hub or station staff with the myki card you want to replace.

If you replace a damaged or defective myki card that cannot be read at a PTV Hub, premium metropolitan station or staffed V/Line station the transfer of any remaining balance from your original myki card to your new myki card will not be immediate. To travel immediately you will need to top up your new myki card with myki money or a myki pass to ensure you are travelling with a valid ticket.

In this case, the transfer of your remaining myki passes from your original myki card to your new myki card will take up to 36 hours, and the transfer of your remaining myki money from your original myki card to your new myki card will take up to 7 days.

Expired myki

If your myki has expired, or is due to expire in 60 days, visit a PTV Hub, premium metropolitan station or staffed V/Line station and they will provide you with a free replacement card of the same type. Your expired card will be linked to the replacement card and any balance will be transferred instantly and the myki ready to use straight away.

If your expired myki is registered, your replacement myki will also be automatically registered.

If you had auto top up on your old myki, this service will not be transferred to your replacement myki. To continue to travel using auto top up, you will need to set up auto top up again.

Lost or stolen registered myki card on the spot replacements

If your registered myki card is lost or stolen, you are now able to have your myki card replaced at any PTV Hub. You will need to provide identification to show that you are the registered myki card holder.

This service is only available at the PTV Hubs, you cannot have a lost or stolen registered card replaced at premium metropolitan stations or staffed V/Line stations.

If you are unable to get to one of our Hubs, please see the section Replacement via online form below.

Replacement via Online Form

If you are unable to attend a PTV Hub, premium metropolitan station or staffed V/Line station, you can apply for a replacement myki using our online Replace your myki form.

If you are replacing your myki card because it is damaged or defective, you will need to send your damaged or defective myki card to PTV. Please ensure that you print out a copy of the online replacement request receipt and enclose it with your myki card, then post it to PTV at the following address:

myki Mailbox, Reply Paid 4318, Melbourne, Victoria 8060

Timeframe for receiving your replacement card

Once we have received your online replacement request and the myki card to be replaced (in the case of a damaged or defective card), we will send you a new myki card within 10 business days, preloaded with any remaining balance from your original myki card.

Interim Travel

If you have applied for a replacement myki card and you need to travel in the interim, you will need to buy a new myki card and load myki money or a myki pass on it to ensure you are able to travel with a valid ticket. The cost of this myki can be refunded by completing the refund process outlined on this web page.

Lost or stolen myki cards

If your registered myki card is lost or stolen, you should report it to us as soon as possible. Your balance is protected from the time you tell us your card is lost or stolen.

You can report your registered myki card as lost or stolen by contacting PTV on 1800 800 007 (6am – midnight daily), or by logging in to your online myki account.

Once you have reported it, your card will be blocked and a replacement myki can be arranged.

See Replace a myki for more information.

Anonymous myki cards, that have not been registered, and are lost or stolen cannot be replaced. You will need to purchase a new myki card to travel.

International Undergraduate Student Education (iUSE) Pass Refunds 

International Students who have an iUSEpass should contact their issuing institution to apply for an iUSEpass refund.

Institutions will provide a refund for unused pass value as per PTV's iUSE pass refund rules and may, at their discretion, apply an administration fee.

Unused tickets 

myki

For more information, see Refund a myki.

V/Line (all tickets) and Single and Daily (return) tickets

An unused V/Line ticket that has not been used on any service can be exchanged for another date or refunded, provided the ticket is presented at a staffed V/Line station or V/Line agent prior to the departure date printed on the ticket. No administration fee applies.

Please note most metropolitan stations do not refund V/Line tickets. If you purchased your ticket at a Metro station please follow the procedure below:

Download a V/Line Refund Application Form or obtain a form from a V/Line staffed station. Take the completed form to your nearest staffed V/Line station or to the V/Line booking office at Southern Cross Station.

You may also post your refund application with your ticket(s) to:

V/Line Southern Cross Station, Refund Section, Reply Paid 5343, Melbourne Victoria 8060.

Weekly, Monthly and Date-to Date tickets

For V/Line periodical tickets (Weekly, Monthly and Date-to-Date tickets) you can receive a refund for any unused portion of your ticket. Simply present your ticket at a staffed V/Line station and your refund will be calculated from the day that you present your ticket until its expiry date. Alternatively post your refund application with your ticket to V/Line Southern Cross Station, Refund Section, Reply Paid 5343, Melbourne Vic 8060.

Ticket equipment faults 

myki

In case of a myki equipment ticketing sale or system fault, complete a myki Refund and reimbursement form and post it to the myki forms processing bureau. Please provide as much information as possible to assist in processing your claim.

If equipment failure prevents you from touching off and you subsequently pay a default fare which is higher than the fare you should have paid - this can be reimbursed by the call centre. Call 1800 800 007 (6am - midnight daily) and provide as much information as possible to assist with processing your claim.

Applications are cross referenced against the myki central computer system which monitors ticketing equipment and records faults.

Damaged tickets 

V/Line

Tickets that are damaged can become invalid through:

  • heat damage
  • water damage
  • being bent, punched through, torn, cut or chewed
  • being covered in dirt or other foreign substance
  • damage that exceeds normal wear and tear.

A damaged ticket will be replaced where the station that issued the ticket can be identified and a completed V/Line Refund Application Form (link opens in a new window) is submitted.

Retain your ticket and take it to a ticket office at a staffed V/Line station to verify the replacement ticket.

Medical conditions 

myki

Reimbursement of pass days not used due to a medical condition are only allowed if the application meets the following requirements:

  • claims for myki pass days not used. These claims can be forwarded before or after your myki pass expires.
  • the claim is accompanied by the doctor’s certificate for the days claimed (statutory declarations are not accepted as proof)
  • the claim is for a minimum of:
    • for a 28 to 69 day myki pass the passenger must have missed a minimum of seven consecutive days.
    • For a 70 to 365 day myki pass the passenger must have missed seven consecutive days plus two days for every 30 days the pass is available between 70 and 365 days

V/Line

Applications for V/Line Date-to-Date refunds should be made at the issuing V/Line ticket office. Bring copies of any documentary evidence to support your application.

Change of travel circumstances 

myki

If your travel circumstances have changed, you can either:

  1. apply for a full refund of the remaining value on your myki (ie both myki money and/or remaining myki pass days). You can choose to get the balance refunded as a cheque, or have the balance credited to another myki (for example, you might choose to credit another myki you purchased because your concession type has changed). If you choose this option, it is important to note that there are no partial refunds and your myki card will be cancelled.
  2. apply to convert the value of any remaining myki pass days to myki money (a limit of $250 applies; amounts greater than this will be issued to you via a cheque by default). If you apply for a myki pass conversion, it is important to note that you will need to post in your myki with your application form (which means you will need another myki to travel on in the meantime), and your pass will be cancelled and myki money will be credited to your card. Once your application is processed, your myki will be returned to you via post for your continued use.

Your myki and completed myki refund and reimbursement form should be returned to the address on the form. Indicate whether you are seeking a refund or a pass conversion to myki money.

V/Line

Applications for V/Line refunds should be made at the ticket office of staffed V/Line stations. Bring copies of any documentary evidence to support your application.

Special consideration 

Refunds and reimbursements may be provided in limited circumstances not outlined in the other sections.

myki

Applications should be made using the myki refund and reimbursement form.

Include copies of any evidence that supports your application for special consideration.

Send a completed myki Refund and reimbursement form and your myki to the address on the form.

V/Line

Applications should be made at the ticket office of staffed V/Line stations. Bring copies of any evidence that supports your application for special consideration.

Reimbursement for Zone 2 Component of Zone 1+2 myki Pass 

As a result of the decrease in Zone 1+2 fares, PTV will be providing reimbursements to customers who have purchased a Zone 1+2 pass that extends beyond 1 Jan 2015. Reimbursement processing will begin in January 2015, however due to the volume of passes, some customers may not receive their reimbursements until March 2015.

Calculation method:

(Number of active days post 01 Jan 2015) x (Reimbursement rate) = Customer Reimbursement Amount

Full Fare reimbursement rates:

7 day myki pass = $3.543 per day
28-325 day myki pass = $2.40 per day
365 day myki pass = $2.137 per day

Example:

A customer has a 30 day Zone 1+2 pass expiring on 20 January 2015.
Number of active days = 19
Reimbursement rate = $2.40
Customer reimbursement = $45.60 in myki money

Notes:

  • Commuter Club holders should contact their program coordinators.
  • Concession is 50% of the full fare amounts above.
  • Reimbursement amounts are rounded to the next whole cent.
  • Reimbursement is based on the number of days between 1 Jan 2015 and the pass expiry date (inclusive).
  • Where the pass has not been used, reimbursement is based on the full number of pass days.
  • Reimbursement amount is based on 2014 fares.
  • A cheque will be provided for registered customers with reimbursement values of $250 or greater. All other customers will receive reimbursement via myki money.

For more information, see Reimbursement information for Zone 1+2 myki pass holders.

Lost or stolen tickets 

myki

If you need to replace a lost or stolen registered myki, there are a number of ways that you can do this.

The easiest option is to call PTV on 1800 800 007 (6am – midnight daily). The lost card will be blocked and a replacement card mailed to you within 10 business days, with the remaining balance transferred to your new card.  

Alternatively, you can block a lost or stolen myki online and send a completed myki Replacement Form to the address listed on the form and a myki will be mailed to you. Replacements usually take up to 10 business days and include the remaining balance of the old card.

If you need to travel straight away, you will need to buy a new myki to travel while waiting for the replacement myki.  

You should report your myki missing as soon as possible for your balance to be protected.

Please note: a lost or stolen concession myki which is registered to a primary, secondary or tertiary student can be replaced at any staffed station or at the PTV Hubs. Primary and secondary students with a myki student pass, and tertiary students with a Victorian Public Transport Student Concession Card, should return to the location it was issued.

V/Line

No refunds or replacements are available for lost or stolen tickets, with the exception of reserved V/Line tickets and Date-to-Date V/Line tickets for which a duplicate ticket (or tickets) may be issued.

Lost or stolen reserved seating V/Line tickets can be replaced if reported before the day of travel at any staffed V/Line station on completion of a V/Line Refund Application Form.

A lost or stolen Date-to-Date ticket may be replaced with a duplicate ticket at the issuing V/Line station on completion of a V/Line Refund Application Form.

Application forms 

The following application forms are available for download:

myki Refund and Reimbursement Form (PDF) 591kB

Replace your myki form

V/Line Refund Application Form

Please note:

People who are legally blind (as defined under Section 95 of the Social Security Act 1991) and are permanent residents in Victoria, can apply for a Vision Impaired Travel Pass.

If you require assistance in accessing or completing the form you can call us on 1800 800 007 (6am – midnight daily) or visit us at one our PTV Hubs.