Replace a Lost, Stolen, or Damaged Fair Fares NYC OMNY Card

Fair Fares NYC can replace a lost, stolen, or damaged Fair Fares NYC OMNY card once per enrollment year. 

You must first report that your OMNY card was lost, stolen, or damaged for the program to determine if you are eligible to get a replacement card. You can report the issue with your card online, by phone, or in person. 

If eligible, a replacement card will be mailed to you 2 to 3 weeks after you report the issue with your card. All replacement cards are mailed. 

The new card will not have any money on it.

There are no refunds for the balance that is on a lost, stolen, or damaged Fair Fares NYC OMNY card. The balance on the Fair Fares NYC OMNY card can be transferred to a new Fair Fares NYC OMNY card . The best way to protect the balance on your OMNY card is to link it to a free and secure OMNY account. 

Create an OMNY account.

If you don’t have an OMNY account,  keep a record of your 18-digit card number, CVV number and expiration date (on the back of your card). This will allow OMNY Customer Service to assist you when you contact them.

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Click on the “Report Fair Fares OMNY Card Lost, Stolen, or Damaged” link and follow the instructions on the screen.

By Phone

You can transfer money from an OMNY card to your Fair Fares NYC OMNY  card online or by calling OMNY Customer Service.

Refunds are not issued for balances that are on an OMNY card that is lost, stolen, damaged, or expired.

If you call OMNY Customer Service, you must provide the email address associated with your OMNY account. If you do not have an OMNY account, you must provide the card number or the transit account number for the OMNY card. 

If you don’t have an OMNY account, keep a record of your 18-digit card number, CVV number and expiration date (on the back of your card). This will allow OMNY Customer Service to assist you when you contact them.

Online

Create or log into your OMNY account.

By Phone

You can call the MTA to load value onto your OMNY account.

In November 2025, the Fair Fares NYC program mailed a Fair Fares NYC OMNY card to participants who had a Fair Fares NYC MetroCard and were still eligible for the Fair Fares NYC program.

If you have a Fair Fares NYC MetroCard that is damaged or gets lost in an MTA vending machine, you must first report the issue with your card before you can request a refund review. If your card was lost in an MTA vending machine, you will be asked for the station where this happened and, if known, the number of the MTA vending machine.

The method that you can use to report the issue depends on what happened to the card.

Online

You can use this method to report a card that is lost in an MTA vending machine. 

Log into your ACCESS HRA Fair Fares NYC account. Click on "Report Fair Fares NYC MetroCard Lost or Stolen" link and follow the instructions on the screen.

By Phone

You can use this method to report a card that is lost in an MTA vending machine.

Refunds may be available for Fair Fares NYC MetroCards that are damaged, expiring, expired, or lost in an MTA vending machine regardless of the payment method used. You should only request a refund review if you think there are funds left on the card.

Before you can request a refund review, you must first report the issue with your Fair Fares NYC MetroCard and, when applicable, return the Fair Fares NYC MetroCard.

The Fair Fares NYC program will contact New York City Transit (NYCT) to start the refund review process. You do not need to contact NYCT to request a refund review.

Damaged, Expiring, or Expired Fair Fares NYC MetroCards

If your Fair Fares NYC card is damaged, expiring, or expired, you must return your card in person or by mail. Your request for a refund review must be received within two years after the card’s expiration date.

The refund review will not be processed until your card is received by the Fair Fares NYC program.

In Person

Find a Fair Fares NYC location.

By Mail

Include the following information in the envelope with your card: 

• Your first and last name
• Fair Fares NYC Client ID number (found on the Fair Fares NYC home page in your ACCESS HRA account)
• Whether you think there is money left on the card

Send your card and the above information to:

Fair Fares NYC
PO Box 7099
New York, NY 10008-7099 

New York City Transit (NYCT) will conduct a review to determine the refund amount, if any, after the Fair Fares NYC program asks them to start the review. The NYCT refund review process can take 6 to 8 weeks.

For approved refunds, NYCT will issue the payment based on how the purchase was made:

• Purchases made using a credit or EBT card are issued a credit to that same card
• Purchases made using cash or a debit card are issued as a check and sent to the mailing address on record with the Fair Fares NYC program

If you would like to check on the status of a refund review, please call NYCT Customer Service. If your purchase was made using a credit or EBT card, please check your account before you call 511 to request a status update.

If you never received your Fair Fares NYC discount card, you can report this online, by phone, or in person.

You should also review your mailing address in your ACCESS HRA Fair Fares NYC account to make sure it's correct or make any necessary corrections before you report that you never received the card.

You will receive a new card in the mail within 2-3 weeks. If you have never had Fair Fares NYC OMNY card, you must submit a request to switch your Fair Fares NYC discount to an OMNY card before a new card will be mailed to you. This can be done online in your ACCESS HRA Fair Fares NYC account or in person at any Fair Fares NYC location. You cannot make this request over the phone. 

If you have not received a card in the mail after the 3-week mailing period, you can report the card as lost in the mail and have a card issued to you in person at a Fair Fares NYC location or by mail. You must wait five days before going to a Fair Fares location to pick up your new card.

Report the card as not received or lost in the mail:

Online 

Log in to your ACCESS HRA Fair Fares NYC account. Click on the "Report Fair Fares NYC OMNY Card Lost, Stolen, or Damaged” link in the Quick Links section to report the issue with your card and then follow the instructions on the screen.

By Phone

Fair Fares NYC Locations are open Monday through Friday from 8:30 AM to 5 PM, except city holidays.