Refunds and replacements

To help you determine what action you want to take, please refer to the information below. Please note that you may be required to send in your myki in order to receive the compensation or change you require. 

What do you want to do?

Refund:   Claim the full balance of your card which will cancel your card.
Reimbursement:   Claim back value for travel which has been taken (myki money or myki pass). Conditions apply.
Convert:   Convert myki pass to myki money when you no longer wish to travel on your myki pass.   

Do I have to send in my myki?

Refund of balance   Yes*
Claim for reimbursement   No
Convert your  myki pass to myki money   Yes*

*Unless you are claiming for a registered myki that has been lost or stolen

  Refund or convert a myki
  Replacing a myki
  Unused tickets
  Ticket equipment faults
  Damaged tickets
  Medical conditions
  Change of travel circumstances
  Special consideration
  Lost or stolen tickets
  Application forms

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).

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 $1430.00 for a Zone 1 365 day pass (325 days x $4.40 daily rate).
  • You apply for a refund on the 210th day.
  • You would have paid $924.00 if you had bought a 210 day pass (210 days x $4.40)
  • Your refund amount is $506.00, 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 $1287.00 for a Zone 1 Commuter Club 365 day pass (325 days x $4.40 daily rate = $1430.00 x 90 per cent for your Commuter Club discount).
  • You apply for a refund on the 210th day.
  • You would have paid $924.00 if you had bought 210 days days originally (210 days x $4.40)
  • Your refund amount is $363.00, 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.

Replacing a myki 

You can get a free on the spot replacement myki at any staffed metropolitan station or myki enabled V/Line station. In order to obtain a replacement myki at a ticket window you must provide station staff with your expired (or soon to expire) myki, or myki that has stopped working.

The balance on your old card will be transferred to the new one as part of the replacement process.

Please note: if your card has expired, the balance transfer is instant. However, if your card has stopped working, please allow 36 hours for your remaining pass days and up to 7 days for your myki money balance to be transferred to your replacement myki.

If your myki has a negative balance, you will need to top up to a positive balance as part of the replacement process.

If you can’t get to a train station, you can apply for a replacement myki by using the myki Replacement Form

Please note: lost or stolen registered myki cards cannot be replaced on the spot. Unregistered myki cards that are lost/stolen cannot be replaced.

A personalised myki cannot be replaced on the spot. You can apply for a personalised replacement myki by using the myki Replacement Form

Replace an expired myki

If your myki has expired or will expire within 60 days, simply visit a staffed metropolitan station or myki enabled 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.

If you're unable to visit a staffed metropolitan station or myki enabled V/Line station, you can complete and submit a form.

Your myki has expired or is due to expire soon and you're unable to travel to a staffed station:

Simply complete a myki Replacement Form and you will be sent a new myki card within 10 business days. This myki will be pre-loaded with a full balance transfer from your expired myki. When completing the form, please mark the damaged/defective box in section B as the reason for replacing your myki.

Your myki has expired and you need to travel immediately:

You will need to buy a new myki in order to touch on and have a valid ticket.

You can then fill out a myki Refund and Reimbursement Form and post it in with your expired/expiring myki. A credit for the cost of your new myki plus any balance on your expiring myki will be transferred to the new myki within 14 business days. Be sure to write your new myki number in section C and "expiring myki” in the ‘details of claim’ box in section D so that these funds are transferred to the correct myki.

Your myki card expires in less than 12 months and you want to top up a myki pass:

You can top up with myki pass online, using a myki machine, visiting a Premium Station ticket window or calling 1800 800 007 (6am - midnight daily).

Replace a myki that has stopped working 

If your myki has stopped working, simply visit a staffed metropolitan station or myki enabled V/Line station and they will provide you with a free replacement card of the same type. Your card that is no longer working will be linked to the replacement card and any balance will be transferred as part of the replacement process.

If you had a myki pass, please allow 36 hours for your remaining pass days to be available on your replacement myki.

If you had myki money, please allow up to 7 days for your myki money balance to be available on your replacement myki.

You will need to top up your replacement myki if you need to travel before your balance transfer is available.

If your myki that stopped working was 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.

Replace a lost or stolen registered myki

If you need to replace a lost or stolen registered myki there are a two ways that you can do this:

  • If you do not need to travel straight away, send a completed myki Replacement Form to the address listed on the form and a myki will be mailed to you within 10 business days.
  • If you do need to travel straight away, you will need to buy a new myki.

Please note: to replace a defective or damaged concession myki registered to a primary or secondary student, or if the myki contains a Student Pass, please return to the issuing location. This also applies for VPT Student Concession Cards. Students with registered defective or damaged tertiary mykis can obtain a replacement at any staffed station or at the PTV Hub at Southern Cross Station.

Unused tickets 

myki

For more information, see refund a myki.

V/Line (all tickets)

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 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 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 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 should be forwarded 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.

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) 591 kB

myki Replacement Form (PDF) 575 kB

V/Line Refund Application Form (PDF) 20 kB