Change of details, lost, stolen or damaged pass

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.

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.

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.

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.

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.

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.