You must let us know if your pass is lost or stolen. This helps us prevent the pass being used fraudulently.
Lost or damaged bus passes
You can apply for a replacement bus pass online. We charge £10 for replacement passes.
Stolen bus passes
You cannot apply for a replacement online if your bus pass has been stolen. You must contact us instead.
If you have an incident number from the police, we can issue your replacement bus pass for free.
Hotlisted bus passes
After you tell us that your pass has been lost or stolen, we will hotlist the pass so that it is not accepted on services. If someone tries to use the pass, the bus driver can confiscate it.
We may also hotlist a pass if:
- we write to you and the letter is returned to us by Royal Mail, for example, because you changed address and did not tell us
- we ask you to send us up to date proof of your eligibility and you do not do this
- we write to you and ask you to return your pass
Bus pass not working
Sometimes a pass does not work on the bus card reader. You can still use the pass if:
- it is still in date
- it has not been hotlisted
- the driver is sure the picture on the pass is of you
If your pass is not working, you should contact us to let us know. You may need to order and pay for a replacement pass. You can apply for a replacement online.