Lost or Damaged Cards

Yes. If you have misplaced your PRESTO card, you can lock it to keep your balance safe while you search. It is important to know that locking your card is different from reporting it lost. A locked card cannot be used for travel, but you can unlock it at any time if you find it. If you cannot find your card, you should then follow the steps to report it as lost and get a replacement.

How to Lock Your Card

On the PRESTO Website:

• Sign in to your account and select the card you want to lock
• Go to the Card Details page
• Select Lock Card

On the PRESTO App:

• Sign in to your account and select the card you want to lock
• Tap the "i" icon to open your Card Details
• Under the Info tab, switch the Lock Card toggle to "on"

How to Unlock Your Card: If you find your card, you can unlock it through the website or app. Simply go back to the same Card Details section for that card and select Unlock Card. Once you do this, your card will be ready to use for travel again right away.

To receive balance protection, your PRESTO card must be registered to a PRESTO account. If you have a PRESTO card without an account, your balance is not protected and cannot be transferred.

If your PRESTO card is lost, stolen, or damaged, cancel it immediately to protect your balance and transit passes.

You can cancel using one of these options:

• Online: Sign in to your account. Select "Report Lost Card" from the Quick Links menu or the Card Details page.
• Chat: Use the Chat feature in the PRESTO app or website by typing “Report Lost Card”.
• Phone: Call the PRESTO Contact Centre at 1-877-378-6123

Once you select the card you want to cancel, you have 3 different lost card options:

• Transfer to another registered card in your account
• Transfer to a new unregistered card (purchased in person)
• Transfer to a new card that will be mailed to you

What can be transferred onto a new card:

Card
balance

Transit
Passes

Adult Fare Type

Autoload
contract

Card
Language

GO Default Trip

Important note, the replacement card must:

• Be set to adult fare type or the same fare type as your cancelled card
• Not have the same transit pass on it
• The combined card balance cannot go over the $500 limit

If you are using an Android device and you registered your PRESTO card to your PRESTO account, you can recover your card by following these steps:

1. Open the Google Wallet app and select your PRESTO card. 2. In the top right corner select the three vertical dots. 3. Scroll down and select “Move card to another device”. This will allow you to deactivate your PRESTO card and then reactivate it again after the factory reset is complete. 4. Once your factory reset is complete and the Google Wallet app is installed select the 'Activate' option to reactivate your card.

If you are using an anonymous PRESTO card in Google Wallet, you can't transfer it to a new device. Register your card to a PRESTO account for added balance protection.

If you are using an Apple device, your digital PRESTO card will automatically be suspended once your device is marked as “lost” in the Find My app. The card can be reactivated once your device is recovered. If this is not automatically done, you can manually recover your card by following these steps:

1. Log into iCloud.com, select "Account Settings." 2. Select your old iPhone and follow the prompts to "Remove all" from Apple Wallet. 3. On your new device, sign in to your Apple ID. 4. Open your Apple Wallet and select add new card. 5. Select Transit Pass. 6. Select "previous cards" and your card will be listed there.

Yes. You can transfer funds between two active, registered PRESTO cards in your account.

This is a quick and convenient option, if you need to move your balance to another card, including when your card is lost or damaged. If you are transferring funds from a lost or damaged card, you should still report that card as lost or damaged to protect any remaining balance.

To transfer your balance,

1. Sign in to your PRESTO account using the website. 2. Select "Transfer Balance" from the left-hand menu, or hamburger menu on the top right corner from your phone. 3. Choose the card you are transferring funds from. 4. Choose the card you are transferring funds to. 5. Review and confirm the details to complete the transfer.