Change of details, lost, stolen or damaged pass

What to do if your Freedom Pass has been lost, stolen or damaged, or if your personal details have changed.

What to do if your Freedom Pass has been lost, stolen or damaged, or if your personal details have changed.

If your pass is lost or damaged, you can replace it online or over the phone. You will be charged £14 for a replacement.

Pay online

If you already have a Freedom Pass online account

If you already have an account to manage your Freedom Pass online click on the 'Replace online now'  button and you will be directed to the online portal. Please enter your email address and password. A password reset link is provided if you have forgotten it.

*Please note, if your pass expired recently and you renewed it online you may already have an account.

**If your name or address details have changed you will be required to upload or post evidence of your new details.

Replace online now

If you do not have a Freedom Pass online account

If you do not have an account to manage your Freedom Pass online you can create one.  Click on the 'Create an account now' button. You will be directed to the 'Registration' page.

You will need to provide the following information:

  • enter your email address
  • create a password
  • first and last name
  • date of birth
  • postcode

Create an account

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post within 10 working days. If you do not receive your replacement pass please inform us as soon as possible. If we are not informed within 20 working days your pass will be deemed to be lost.

Pay over the phone

Alternatively, you can pay by debit or credit card over the telephone on 0300 330 1433. Please have your debit or credit card to hand. Please note that we do not accept American Express.

You will be asked to provide the following information to begin the process for a replacement pass:

  • 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

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post within 10 working days. If you do not receive your replacement pass please inform us as soon as possible. If we are not informed within 20 working days your pass will be deemed to be lost.

Change of name or address details

If you have changed your name or address please contact the Freedom Pass team to inform us.

You will be required to provide proof of the changes. You must provide one of these documents to prove your change of details.

Find out what documents we accept as valid proof.

Please email your proof to info@freedompass.org , or post a copy of your proof to: Freedom Pass, PO Box 6618, Arbroath, DD11 9AT. You will need to provide your previous details and your date of birth so that we can locate your record.

London Councils or your borough may need to contact you about your Freedom Pass, for instance when we undertake eligibility reviews or invite you to renew your pass before its expiry date.

Please note that failure to inform us of a change of address will result in your pass being cancelled if you do not respond to a letter that is sent to your old address. If your pass is cancelled and you have not informed us of your change of address you will have to pay for your travel until you contact us and you receive your new pass. Any travel costs you incur are non-refundable.

What do I do if my Freedom Pass is stolen?

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

If you are unable to provide a crime reference number the pass will be processed as if it has been lost and a £14 charge will be incurred to replace the pass.

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

Exceptional circumstances

London Councils and the boroughs may consider waiving the £14 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.

Multiple lost passes

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 is 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.

What if my Freedom pass is faulty?

If you think that your pass is faulty you will be asked to provide details. Before replacing your pass it may be worth checking at a tube station to ensure that there is a fault on the pass.

If you wish to report that the pass is faulty you will be asked to pay a £14 replacement charge and a new pass will be ordered. If you wish to claim a refund you will need to send your current pass for inspection to:

Freedom Pass
PO Box 6618
Arbroath
DD11 9AT

Please note that before sending in your faulty pass to be tested, it is advisable to keep your current pass to present for visual inspection enabling you to continue travelling while you are waiting for your replacement pass to arrive.  Please note that when presenting your pass for visual inspection, the transport operator's staff will inspect the pass closely to confirm its validity. Please note that it is at the discretion of Transport for London to allow you to continue your journey with a faulty pass. We suggest you also carry additional proof of identity and contact the helpline to replace your pass immediately.

Once you receive your new pass you must send your old pass to us at the above address within 10 working days of you receiving your pass.

In order to be considered for a refund we must receive the faulty pass within 10 working days of the replacement pass being issued. London Councils will test the pass to confirm that it is faulty and not damaged. A refund of £14 will be given if the pass is proven to be faulty.

If the pass is found to be damaged rather than faulty then no refund will be given. 

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