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Lost, stolen or damaged pass

What to do if your Freedom Pass has been lost, stolen or damaged

Lost or damaged Freedom Pass

First, we need the following details to begin the process:

  • Your name and address
  • Your date of birth
  • Your daytime telephone number
  • Whether the pass is lost or faulty
  • a lost property number from the police (if you have one) will be recorded on the database

Then, please contact us on 0300 330 1433 with the details to hand.

Freedom Pass holders who lose or damage their cards will be charged £10 for replacements. Pass holders can pay by debit or credit cards over the telephone on 0300 330 1433.

London Councils and the boroughs may consider waiving the £10 charge in exceptional circumstances. If you consider that you have a valid reason why you should not be charged you should contact 0300 330 1433. You will be asked to provide evidence to support your request for exemption from payment.

If you wish to pay by cheque or postal order, please make your payment of £10 made payable to London Councils and sent to:

Freedom Pass
Unit 3
James Chalmers Road               
Kirkton Industrial Estate
DD11 3LR

The name and address of the Freedom Pass holder must be written on the reverse of the cheque or postal order and the Replacement Freedom Pass Reply Form must be completed and enclosed.

If you wish to pay the £10 in person, payments can be made Monday-Friday between 10am-4pm at:

London Councils
59½ Southwark Street

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post in three to five working days.

Please note: If you have had two passes replaced and have lost a third in a 12 month rolling period, your replacement request will be referred to your borough. Replacements for lost passes are issued at the discretion of each borough.

How can I tell if my Freedom Pass is damaged?

If your pass is cracked or split then this is deemed as damage. The slightest split or bend can affect the aerial and chip that runs through the card, stopping the pass from registering on card readers on public transport. See the guidance below on protecting your Freedom Pass.

Stolen Freedom Pass

If your Freedom Pass has been stolen you will need to provide the following details:

  • Your name and address
  • Your date of birth
  • Your daytime telephone number
  • Your crime reference number

Then, please contact us on 0300 330 1433.

If you are unable to provide a crime reference number the pass will be processed as if it has been lost and a £10 charge will be incurred to replace the pass.

We cannot offer a refund if you later obtain a crime reference number for the incident.

Faulty Freedom Pass

If you advise that you have a faulty pass, you will be asked the nature of the fault and the location at which the fault was reported (for example bus or tube). You will be advised to try your card on a card reader at a different machine and if the fault persists then to contact us again. A note will be entered on your record and this information can be viewed by your borough.

If you contact us again and report the pass still has a fault, you will be asked to pay £10 and a new pass will be ordered. Once your new pass has arrived you will have five days in which to return the faulty pass along with a covering letter (including your telephone number) to the following freepost address:

Freedom Pass Returns
(no stamp is required, this is all you need to write on the envelope)

Upon receipt of your faulty pass, London Councils will test the pass to confirm that it is faulty and not damaged. A refund of £10 will be given if the card is proven to be faulty. 

Whilst you wait for the replacement pass to arrive you will have to present your faulty pass for visual inspection to continue to travel. Please note that when using your pass as a 'flash pass', the transport operator's staff will inspect the pass closely to confirm validity at this point we suggest you also carry additional proof of identity.

Please note: the transport operator may decline to accept a pass where they doubt its validity as per the terms and conditions of the Freedom Pass.

Once you have received the replacement pass, please send the faulty pass to the freepost address on the rear of the pass. If we do not receive the faulty card within five days of the replacement pass being issued we will cancel your new pass.

Protecting your pass from damage

  1. Keep your card safe at all times.
  2. Keep your card in its protective wallet - remember you don’t need to take your pass out of the wallet to use it.
  3. Take care not to bend or scratch your pass or write anything on it.
  4. Keep your pass away from your mobile phone/pager or anything electronic.
  5. Be careful to keep your pass away from coins, studs and zippers as they will scratch it.
  6. Don’t keep your card in your back pocket as it will get damaged if you sit on it.
  7. Do not insert your card into the ticket slot on Tube or National Rail Stations.
  8. Remember to touch your pass on the yellow card reader.