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.

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 your registered myki card is lost or stolen, you can have your myki card replaced at any PTV Hub with the balance transferred within 7 days. You will need to provide identification to show that you are the registered myki card holder.
  • If you use our online Replace your 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 of myki cards 

If you wish to cancel your myki card and receive a full refund of any remaining balance on that myki card, you can apply for a refund using the online Refund your myki form.

When applying for a refund online, you will need to print a copy of a refund request receipt, available during the application process, and post this receipt along with the myki card you wish to have refunded to PTV at the following address:

myki Mailbox
Reply Paid 4318
Melbourne VIC 8060

You can request the refund to be provided as either an Electronic Funds Transfer, to the bank account of your choice, or as a balance transfer to another myki card of your choice.

Please allow up to 10 business days for your refund to be processed.

Note: A myki is classified as decommissioned if it has expired and has not been used for at least 12 months. You cannot apply for a refund online if your myki has been decommissioned, however you can do so by contacting the PTV Call Centre on 1800 800 007.

Refund of Commuter Club myki cards 

If you wish to cancel your Commuter Club myki card and want the refund to be paid to your Commuter Club Coordinator, you can apply for a refund by calling the PTV Call Centre on 1800 800 007.

Please ask for a refund of your Commuter Club myki card and tell us which organisation your Commuter Club card is through.

If you wish to have the refund paid back to yourself, please complete the online Refund your myki form.

When applying for a refund online or via the PTV Call Centre, you will need to print a copy of the email confirmation of your refund request and post it along with the myki card you wish to have refunded to PTV at the following address:

myki Mailbox
Reply Paid 4318
Melbourne VIC 8060

Please allow up to 10 business days for your refund to be processed.

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Convert myki Pass to myki Money 

If you wish to convert a myki Pass to myki Money, you can also apply for this through the online Refund your myki form.

When applying for a myki Pass Conversion online you will need to print a copy of a conversion request receipt, available during the application process, and post this receipt along with the myki card you are requesting the conversion on, to PTV at the following address:

myki Mailbox

Reply Paid 4318

Melbourne VIC 8060

You are required to send your myki card to PTV so that we can complete the conversion of a myki pass to myki money for you. Once the conversion is complete PTV will return your myki card to you.

If you have applied for a myki Pass conversion to myki money 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.

How do you calculate the value of myki Passes? 

Valid myki Passes that are unused will be refunded for the full purchase price of the pass.

Valid myki Passes that have already been used to travel will be refunded using the following method:

  • Full purchase price of the myki Pass (minus) Cost of other fares for time pass was used (equals) Refund or myki Money conversion

For example:

If you buy and activate a 28 day Zone 1+2 myki Pass and then apply for a refund or myki Pass conversion on the 10th day of the pass, the value for refund, or myki Money conversion is calculated as follows:

  • We calculate how much it would have cost you to travel for those 10 days, which would be the fare for 1 x 7 day myki Pass and 3 x daily cap myki Money fares.
  • Your refund, or myki Money amount will be the full price of your original 28 day myki Pass, less the cost of 1 x 7 day myki Pass and 3 x daily cap myki Money fares.

Refunds and myki Pass conversions will not be provided on expired myki Passes.

Your refund and myki Pass conversion amount will be calculated based on the day you submitted your refund application or myki Pass conversion application, not the day the pass was last touched on.

Important information about partially used myki pass refunds and conversions:

Refunds on yearly myki passes (365 day passes) are only available for passes that have been activated for less than 325 days. If you have travelled on your yearly myki Pass for more than 325 days you cannot apply for a refund.

This is because a yearly myki Pass is discounted to give you 365 days travel for the cost of 325 days at the daily rate.

For example:

If you buy and activate a 365 day Zone 1+2 myki Pass and then apply for a refund or myki Pass conversion on the 210th day of the pass, the value for refund, or myki Money for conversion, is calculated as follows:

  • We calculate how much it would have cost you to travel for those 210 days, which would be the fare for 1 x 210 day myki Pass which is 210 x $4.62 daily rate ($970.20)
  • Your refund, or myki Money amount will be the full price of your original 365 day myki Pass ($1501.50), less the cost of 1 x 210 day myki Pass $970.20
  • Your refund, or myki Money amount will be $531.30, as shown below:

$1501.50 - $970.20 = $531.30 (Full purchase price of the myki pass (minus) Cost of other fares for time pass was used (equals) Refund or myki money conversion)

Commuter Club Refunds for yearly myki passes

Refunds on Commuter Club yearly myki Passes (365 day passes) are only available for passes that have been activated for less than 293 days. If you have travelled on your Commuter Club yearly myki Pass for more than 325 days you cannot apply for a refund. This is because the Commuter Club yearly myki Pass is discounted to give you 365 days travel for the cost of 293 days.

If you buy and activate a Commuter Club 365 day Zone 1+2 myki Pass and then apply for a refund or myki Pass conversion on the 210th day of the pass, the value for refund, or myki Money for conversion, is calculated as follows:

  • We calculate how much it would have cost you to travel for those 210 days, which would be the fare for 1 x 210 day myki Pass which is 210 x $4.62 daily rate ($970.20)
  • Your refund, or myki Money amount will be the full price of your original Commuter Club 365 day myki Pass ($1351.35 = $1501.50 365 day myki Pass - 10% Commuter Club discount), less the cost of 1 x 210 day myki Pass $970.20
  • Your refund, or myki Money amount will be $381.15, as shown below:

$1351.35 - $970.20 = $381.15 (Full purchase price of the myki Pass (minus) Cost of other fares for time pass was used (equals) Refund or myki Money conversion)

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Student Passes (Yearly and Half Yearly)

Refund of Student Passes prior to 31st July will be the difference between the full purchase price of the Student Pass and the pro-rata amount that you would have paid for the number of weeks from when the pass was first issued to the date you applied for the refund.

Full purchase price of Student Pass (minus) Pro-rata amount paid for number of weeks from pass issue date to refund application date (equals) Refund of Student Pass

Refund of Student Passes after 31st July will be the difference between the full purchase price of the Student Pass, less the Half Yearly Student Pass price, and the pro-rata amount that you would have paid for the number of weeks from when the pass was first issued to the date you applied for the refund.

Full purchase price of Student Pass (minus) Half yearly Student Pass (minus) Pro-rata amount paid for number of weeks from 31st July to refund application date (equals) Refund of Student Pass

Replace a myki

There are three ways to replace a myki:

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, 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, staffed premium metropolitan station or staffed V/Line station (within the myki boundary). 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, staffed 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, staffed premium metropolitan station or staffed V/Line station (within the myki boundary) 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 (within the myki boundary).

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, staffed premium metropolitan station or staffed V/Line station (within the myki boundary), you can apply for a replacement myki using the 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.

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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, 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.

Please note: iUSEpass refunds applied through the online myki refund form or PTV Call Centre will not be processed.

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 staffed V/Line 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 VIC 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 the online Refund your myki form. 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 either calling the PTV Call Centre on 1800 800 007, or by completing the online Reimbursement Request form. Please provide as much information as possible to assist with processing your claim.

All applications are cross referenced against 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 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

If you have not used pass days on your myki card due to a medical condition you may be eligible to apply for a reimbursement of those pass days. These claims can be applied for once your myki Pass has expired.

The following requirements must be met to be eligible for reimbursement of unused pass days due to a medical condition:

  • The claim must be accompanied by a doctor’s certificate for the days claimed – statutory declarations are not an acceptable form of evidence
  • For 28 – 69 day myki Passes, the customer must be claiming for a minimum of seven (7) consecutive days missed
  • For 70 – 365 day myki Passes, the customer must be claiming for a minimum of seven (7) consecutive days missed 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 your remaining balance via the online Refund your myki form (ie both myki Money and/or remaining myki Pass days). You can choose to get the balance refunded as Electronic Funds Transfer (EFT), 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. You will need to send your myki card to PTV and your myki card will be cancelled.
  2. Apply to convert the value of any remaining myki Pass days to myki Money online via the Refund your myki form (a limit of $250 applies). If you apply for a myki Pass conversion it is important to note that you will need to post your myki with a copy of the myki Conversion request receipt to PTV (which means you will need another myki to travel on in the meantime). 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.

A copy of the request receipt for the myki refund request should be posted with your myki card to the following address:

myki Mailbox

Reply Paid 4318

Melbourne VIC 8060

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.

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Special consideration 

Refunds and reimbursements may be provided in limited circumstances not outlined in the other sections on this web page.

myki

Applications should be made using the following web forms:

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

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.

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. 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 complete our online Replace your myki 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.

The PTV Hub can provide you with a replacement card with the remaining balance being transferred within 7 days. You will need to provide identification to show that you are the registered myki card holder.

If you need to travel straight away and are unable to attend a PTV Hub, 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: Primary and secondary students who have lost or had stolen their Victorian 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:

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 or visit us at one our PTV Hubs.

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