Fare Refunds and Balance Transfers

Fare Refunds and Balance Transfers

Metro's Refund Policy

All fare product sales are final. Metro is not responsible for unforeseen conditions beyond its control (e.g., service delays, accidents, or other). Metro also does not guarantee that passengers will arrive at or depart at any point at any specific time. Fare products are refundable or transferable only as specified below.

SmartBenefits Refunds

  • To comply with the IRS code, Metro does not issue SmartBenefits refunds to employees. Unused non-rollover benefits will be credited back to your employer. You may continue to use your rollover benefits for commuting until they are exhausted. Alternatively, if you and your employer are willing to accept the tax consequences of removing rollover SmartBenefits from your card, then your employer's SmartBenefits administrator can initiate the refund process by performing a "retrieve" transaction.
  • For additional information, including a customer FAQ, please visit: https://wmata.com/business/smartbenefits/faq.cfm.
  • For additional assistance, please contact SmartBenefits customer service at 888-762-7874, TTY 202-962-2033 (M - F, 7 a.m. - 8 p.m.) or email us at smartrip@wmata.com.

SmarTrip Refunds If You Live Over 100 Miles Away

  • Excludes SmartBenefits.
  • Refunds for unused stored value on SmarTrip cards are available if you live 100+ miles outside the Washington, D.C. area, provide proof of residence, and initiate a refund by calling 888-SMARTRIP (888-762-7874), TTY 202-962-2033 (M - F, 7 a.m. - 8 p.m.).
  • Once you've initiated your request, you will need to mail your SmarTrip card to the address below to receive your refund. Processing time may vary depending on when proof of residence and Smartrip card are received. Once processing is complete, the refund check can take 3 - 6 weeks to be delivered.
    • ATTN: Customer Service
      4100 Garden City Dr
      Suite 701-15
      Hyattsville, MD 20783

Lost or Damaged SmarTrip Cards

  • For registered cards, log in to your SmarTrip account and click Report Card as Lost/Stolen/Damaged.
  • The balance on an unregistered lost or damaged SmarTrip card is nonrefundable and not eligible for balance transfers; Metro is not responsible for lost or damaged SmarTrip cards.
  • If an iOS mobile device with SmarTrip is lost or stolen, SmarTrip can be restored and/or suspended. View additional details here.
  • If an Android mobile device with SmarTrip is lost or stolen, buy a new card in Google Pay, and follow the "Transfer a Remaining Balance" instructions below.

Transfer a Remaining Balance to a New SmarTrip Card

The remaining balance on a registered lost or damaged SmarTrip card can be transferred to a replacement card using the instructions below.

  • Log in to your SmarTrip account and follow the instructions for Reporting a Lost or Damaged Card. You may also call 888-SMARTRIP (888-762-7874) or TTY 202-962-2033 (M - F, 7 a.m. - 8 p.m.), or email smartrip@wmata.com.
  • Once reported, the remaining balance on the lost or damaged card will be frozen.
  • The remaining balance can be transferred to a replacement card for a $2 replacement fee or free to another SmarTrip card registered with the same owner.
  • Malfunctioning cards without visible signs of damage are exempt from the $2 card replacement fee.
  • Online balance transfers take up to four hours to complete for Metrorail and two business days for Metrobus.
    • To complete the transfer, your new card must be used at a Metrorail station you have traveled through in the previous 21 days.
    • Passes already in use are transferred as Stored Value, prorated by the remaining days on the pass from the time the card was reported lost or stolen.

Bulk SmarTrip Refunds

  • SmarTrip cards ordered in bulk can be refunded if they are unused. Partially used cards cannot be refunded.
  • To initiate the refund, return the bulk order of your SmarTrip cards, the original invoice (yellow copy), and proof of payment to:
    • WMATA Treasurer
      Fare Distribution and Sales
      3301 Eisenhower Ave
      Alexandria, VA 22314-4549
  • Processing time can vary depending on the size of the order and can take up to 10 weeks.

Issues with Fare Vending Machines

  • If you lost money or did not receive a SmarTrip card from a Fare vending machine after submitting payment, see the station manager, call 888-SMARTRIP (888-762-7874) or TTY 202-962-2033 (M - F, 7 a.m. - 8 p.m.), or email smartrip@wmata.com.
  • If your SmarTrip card was registered, an adjustment for the value that was lost will be loaded on to your card.

Tap. Ride. Go. (Credit/Debit Card, Full Fare, Metrorail)

  • No discounts or special rates apply.
  • Customers are responsible for ensuring that they are using the correct payment method.
  • If you have been charged an incorrect fare, an adjustment or refund will be made to the original payment method.
  • To view  trips, transactions, and submit refund requests, visit the Metro Customer Dashboard https://wmata.littlepay.com and/or call 888-SMARTRIP (888-762-7874), TTY 202-962-2033 (M - F, 7 a.m. - 8 p.m.).
  • If you suspect a fraudulent charge, contact your bank or card issuer directly.
  • For additional details, including an FAQ, visit Tap. Ride. Go.

Metrobus Token Refunds

  • Tokens are non-refundable.
  • Schools or agencies may exchange bulk tokens (in unopened bags) for student fare products - original purchase order required.

15-Minute Grace Period Rules and Details

  • If you enter and exit the same Metrorail station within 15 minutes:
    • Your fare will be automatically refunded if you used your SmarTrip card.
    • You will not be charged if you used Tap. Ride. Go. (i.e., your credit/debit card).
  • Metrorail passes do not pay fares on an individual trip basis and are ineligible for the grace period credit.

Special Circumstances

  • WMATA's General Manager/Chief Executive Officer or his/her designee may establish procedures for the approval of refunds and exchanges for special and extenuating circumstances.

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