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Lost, stolen or damaged pass

What to do if your Freedom Pass has been lost, stolen or damaged

Lost or damaged Freedom Pass

Freedom Pass holders who lose or damage their cards will be charged £10 for replacements.

Please note that whilst you wait for your new pass to arrive you will need to pay for your travel. Further information on payment and fares is available here.

There are various ways you can replace your pass.

I want to pay online

If you already have an account you can log in with your email address and password. If your pass expired recently and you renewed it online you may already have an account. There is an option to reset your password if you have forgotten it.

If your pass is lost or damaged you can pay the £10 replacement fee securely online. Please have your debit or credit card to hand. Please note that we do not accept American Express.

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 don’t yet have an account you can create one now. You will need to provide: 

  • your email address

  • a password

  • first and last name

  • date of birth

  • postcode

Create an account now 

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post in three to ten 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.

Please note that if your address is within the London Borough of Camden and you require a new pass you will need to contact the Freedom Pass helpline on 0300 330 1433 or email info@freedompass.org

I want to pay over the phone

Alternatively, you can pay by debit or credit card over the telephone on 0300 330 1433.

We will need the following details to begin the process:

  • 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

Then, please contact us on 0300 330 1433 with the details to hand.

Once payment has been received and confirmed you should expect to receive your replacement Freedom Pass in the post in three to ten 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.

I want to pay by cheque or postal order

If you wish to pay by cheque or postal order, please make your payment of £10 made payable to London Councils and sent to:

Freedom Pass

PO Box 6618

Arbroath

DD11 9AT

The name and address of the Freedom Pass holder must be written on the reverse of the cheque or postal order and the Replacement Freedom Pass Reply Form must be completed and enclosed.

I want to pay in person

If you wish to pay the £10 cash payment in person, our office is open  Monday-Friday between 10am-4pm and the address is:

London Councils

59½ Southwark Street

London SE1 0AL

Once payment has been made, your replacement Freedom Pass will be ordered and you should expect to receive it in the post within ten days.

Please note that passes are not made at London Councils and you will not receive your pass any quicker if you decide to pay in person. 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.

If your name or address details have changed you will need to bring proof of your new details with you. Check our website to find out what documentation we accept.

Exceptional circumstances

London Councils and the boroughs may consider waiving the £10 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.

Multiple lost passes

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.

How can I tell if my Freedom Pass is damaged?

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. See the guidance below on protecting your Freedom Pass.

Stolen Freedom Pass

If your Freedom Pass has been stolen you will need to provide the following details:

  • Your name and address

  • Your date of birth

  • Your daytime telephone number

  • Your crime reference number

    If you are unable to provide a crime reference number the pass will be processed as if it has been lost and a £10 charge will be incurred to replace the pass.

    We cannot offer a refund if you later obtain a crime reference number for the incident.

Faulty Freedom Pass

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 £10 replacement charge and a new pass will be ordered. If you wish to claim a refund you will need to send your current pass 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 £10 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.