Lost or stolen go card
Applies to: customers who have lost a go card or had it stolen and want to protect their balance.
Key facts
- A card can only be blocked and its balance transferred if it is registered to the customer.
- Unregistered cards cannot be blocked. The balance is lost.
- Balance transfer to a replacement card takes up to 3 business days after the block.
- A replacement card costs $10 (fictional demo fee), waived for concession card holders.
Steps
- Verify the customer: full name, date of birth and the registered email or the last 4 digits of the card number.
- Locate the card on the customer account and select Block card.
- Confirm the last 3 trips with the customer. Trips after the reported loss time can be disputed.
- Send a replacement card to the registered address, or tell the customer to collect one from a TransLink customer centre.
- Once the new card is registered, select Transfer balance from the blocked card.
Escalate when
- The customer reports use of the card after the block (fraud review team).
- The balance is over $100 and the card was unregistered (team leader review).