Card Replacement and Refunds

Card Replacement Basics

If your registered SmarTrip® card was lost, stolen, or damaged, then the remaining balance may be transferred from the old card to a new card for the cost of a new card. If it malfunctioned and showed no sign of damage, then Metro will also reimburse you for the cost of a replacement card. See the Registered SmarTrip® Card Replacement section below for more details.

If your unregistered SmarTrip® card or your farecard/pass has become damaged or is malfunctioning, then obtain a signed fare adjustment envelope from a Metrorail station manager and follow the instructions.

If you need a replacement right away, then you may purchase your card from a SmarTrip® dispenser in any Metrorail station or at any Metro sales location. Contact Metro Customer Assistance at 202-637-7000 if you need additional assistance.

Metro is not responsible for farecards, passes, tokens or unregistered SmarTrip® cards that are lost or stolen.

If you are unable to present evidence of fare payment at a Metrorail exit, then you must see the Station Manager. The maximum fare may be charged based on the time of exit.

Registered SmarTrip® Card Replacement

If you have purchased a replacement card and:

  • You have a SmarTrip® online account, then add the new card to your account, click the "Report Card Lost, Stolen, Damaged, or Malfunctioning" link, and follow the prompts to report the issue with your card and to transfer the balance from your old card to your new card.
  • You do not have a SmarTrip® online account, then contact SmarTrip® Customer Service via email at SmarTrip@wmata.com or at 1-888-762-7874 for assistance. Please include your complete contact information, the serial number of the old card (if known), when and where the old card was last used, and the serial number of your new card.

If you have not purchased a replacement card and you can wait at least three business days for a replacement to arrive via mail, then contact SmarTrip® Customer Service as indicated above and request a replacement card in addition to the balance transfer.

The remaining balance for a lost, stolen, damaged or malfunctioning card will be calculated based on the date and time you reported the issue. Any passes that were already in use will be transferred in the form of a pro-rated stored value. For example, a 7-Day Regional Bus Pass that was activated on 11/1 and reported on 11/4 would have three days of value transferred to the replacement card.

Card Refunds

If minimum levels of bus service cannot be provided due to an emergency condition, strike, or work stoppage, then customers with bus passes will receive a refund at the rate of 10% of the price of the pass for each weekday that bus service was interrupted.

SmartBenefits® which are not collected are credited to the employer at the end of the benefits period. Unused SmartBenefits® are not refundable to the benefit recipient.

Cash refunds may be provided to patrons whose residence is located outside a one-hundred mile radius of the District of Columbia, except for Metrochek farecards.

Farecard, Pass, and Token Exchanges

Damaged farecard, pass, and token exchanges may be made in person at a Metro sales office. These locations do not grant refunds but will handle exchanges. To prevent fraud, only one farecard may be exchanged per day.


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