Lost and Found FAQ


What type of lost customer items does Metro track and return to customers?

Metro’s Lost & Found Office policy is limited to tracking customers lost wallets and electronic devices (i.e. cell phones, tablets and laptop computers).

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Why did Metro change its Lost &Found Policy?

Metro’s Lost &Found policy changed 2/1/2021 in response to the negative budgetary impact the pandemic has had on our operation. As we all try and adjust to the new normal, and still provide critical bus and rail service to customers, we’ve had to reduce resources associated with the Lost & Found support function.

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How do I report a lost item?

Online: The easiest and most efficient way to report a lost item is our online Lost and Found form. Once submitted, all of your lost item information will be accessible by Lost and Found personnel. You will receive a confirmation email with a case number for tracking purposes. If you reply to the confirmation email with additional lost item information, it will automatically be routed to the appropriate person/department handling your report.

Phone: You can also contact our Lost and Found office at 202-962-1195 during the following hours: Monday-Friday, 9 am - 5 pm. A customer service representative will record your information and provide you with a case number.

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How long before I can claim my recovered lost item?

It can take two to five days for items to be routed to and processed by our Lost and Found office in Hyattsville. Processing times vary depending on the type of item and where it was lost within the Metro system. Report your lost item as soon as possible but do not come to the Lost and Found office until you are contacted.

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How will I know that my item has been recovered?

If your item is recovered, you will be contacted by phone or email by a Metro Lost & Found team member. The item can be picked up or shipped to you at your expense via Fed-x or UPS account.

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What if I live out of town or I cannot come pick my item up?

WMATA's Lost & Found Office will ship your item to you at your expense. To have your lost item shipped please complete and return the Lost & Found property release form. Link: https://www.wmata.com/rider-guide/lost-found/upload/Lost-and-Found-Property-Release-Form.pdf. For more information or if you need help please call the Lost & Found staff Monday through Friday 9 am - 5 pm at 202-962-1195. (The office is closed on federal holidays). Please have your case number when you call.

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How do I enter a claim for Lost and Found if I don't have Internet access?

Contact the Lost and Found Department Monday through Friday 9 am - 5 pm at 202-962-1195. A customer service representative will record your information and provide you with a case number.

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After I am contacted about a recovered item, where do I go to claim it?

Metro Office of Lost and Found
6505 Belcrest Road
Suite 500
Hyattsville, MD 20782

Monday – Friday 9 am- 5pm

(A short walk from the Prince George's Plaza Metrorail station)

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What do I need to bring to claim a recovered item?

Bring photo identification and the case number to expedite the process.

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How long does Metro hold a recovered item?

Recovered items are held for 30 days.

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What happens to unclaimed items?

After 30 days, unclaimed items are destroyed, disposed of, donated to charity or auctioned off.

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What happens if I lose my SmarTrip® Card?

If you have lost your SmarTrip® card on Metrobus or Metrorail, call 1-888-762-7874 or send us emailDo not submit a lost item report for lost SmarTrip® cards. SmarTrip® cards are processed by a third-party vendor that uses a specialized tracking system.

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How do I claim my cell phone?

Cell phones will be released to customers who can identify their ESN (Electronic Serial Number). Contact your cellular provider and get this information prior to coming to the Lost and Found. No cell phones will be released without this identifier.

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How are wallets and purses processed?

Should a wallet be found in a purse containing identification, a postcard will be mailed to the address listed on the identification. Please note that loose credit/debit cards are destroyed 24 - 48 hours of receipt within the Lost & Found office for our customer's security. Customers should notify their credit card company or bank to report the loss. If the owner has opened a lost item report, contact information (phone number/email address) we will notify the owner that it has recovered. To claim your items, which may contain your photo ID, another form of identification bearing your name and address will be required.

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Can someone else claim my lost item?

Yes, someone may pick up the lost item for you but must have a notarized statement from the owner granting permission to pick up the item. A copy of the photo identification of the person claiming the item will be attached to the notarized statement and filed (only driver's licenses or non-driver's IDs will be accepted). No exceptions will be made to this policy. You can also opt to have your lost item shipped to you. To do so, please complete and return the Lost and Found property release form.

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Where are the items auctioned after the 30 day holding period?

Please see our surplus property page for current information on auctions and surplus property.

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