PRESTO FAQ - Lost or Damaged Card

Have questions about how to report a lost or damaged PRESTO card? Get the answers to some of our most commonly asked questions here.

When your PRESTO card is lost, stolen or damaged cancel your card right away to protect your balance and transit passes. You can cancel any PRESTO card that’s been added to your PRESTO account and have the balance, passes, fare type and settings transferred to a replacement card.

If you have a My PRESTO Account, you can report it lost or stolen:

Watch our YouTube video on how to replace your PRESTO card and transfer your balance.

It can take up to 24 hours for your card to be blocked. Your balance will then be transferred to a replacement card. The balance on your card at the time you cancel it will be protected.

If you have a PRESTO card without an account, your balance is not protected and cannot be transferred. We recommend adding your card to a PRESTO Account to protect your balance if your card is lost or stolen.

It is important that you do not try and add a replacement card to your My PRESTO Account.
When you order a replacement card, all of your account details (such as balance, passes, user information, fare type, Autoload/Autorenew, language preference, loyalty trips and default trip status) will be transferred automatically as part of the card replacement process.
In addition, your My PRESTO Account details cannot be transferred to a card that is associated to another My PRESTO Account. This is different than adding an existing card to your account. Customers can add additional cards to their My PRESTO Account to better manage their cards. These are PRESTO cards that have not been lost/stolen, and through the replacement process.

Yes, you can. If you buy a new card in person from a Customer Service Outlet, Shoppers Drug Mart Outlet or a PRESTO self-serve machine, please do not add it to a PRESTO Account or load a transit pass. This is done automatically as part of the card transfer process. If you add it to an account or load a transit pass, we won’t be able to transfer your balance or settings to the new card and you will have to buy another card to complete the transfer. You can find details on cancelling your card and transferring the balance on our Lost or Damaged Card page.

If you have a PRESTO card without an account, your balance is not protected and cannot be transferred. We recommend adding your card to a PRESTO Account to protect your balance if your card is lost or stolen.

No, you can’t transfer the balance between two active PRESTO cards. If you cancel a PRESTO card, you can transfer the balance, passes and settings to a new card that has not been added to an account or had a pass added to it. Cancelling a PRESTO card is permanent and once you cancel a PRESTO card you can’t use it again.

If your PRESTO card has been lost, stolen or damaged and you added it to your account before it was lost, stolen or damaged, you can cancel that card and transfer your balance, passes and settings to a new card. For more information, see our Lost or Damaged Card page.

When your card is lost or stolen, it can take up to 24 hours to transfer your balance to a new card because the replacement card must be activated in the PRESTO system. If you bought your replacement card from a Customer Service Outlet, the card will appear activated in the system a few hours after purchase, depending on the transit agency. Cards purchased from Gateway Newstands are sold preactivated.

You can immediately begin the process to transfer your balance if you ordered your replacement card online or if the replacement card meets the following conditions:

  • The replacement card is already activated in the PRESTO system

  • The card is without a My PRESTO account

  • The card does not have a transit pass loaded

Once your old card has been blocked, you can buy a replacement card online, in person, or by phone and transfer the balance online or with a live chat agent.

When you order a replacement card, all of your account details (including your balance, passes, registration information, child/youth/senior fare status, Autoload/Autorenew functions, language preference, loyalty trips and default trip status) will be transferred across and the replacement card delivered in the mail.

If you purchase a new card in person from a Customer Service Outlet, you can transfer your balance online or by calling PRESTO. Please do not register your new card or add a period pass, as this is done automatically as part of the card replacement process. Your account details, except for loyalty trips, language settings and default trip status will be transferred to your new card.

Visit the Report Lost or Damaged Card page to transfer your card details.

Don’t worry, your Autoload/Autorenew settings will transfer over to your replacement card.

Once your old card has been blocked, you can order a replacement card online or by phone or purchase a new card for $6 and transfer the balance online or by phone at 1-877-378-6123.

When you order a replacement card, all of your account details (including your balance, passes, registration information, child/youth/senior fare status, Autoload/Autorenew agreements, language preference, loyalty trips and default trip status) will be transferred onto the replacement card you will receive in the mail.

If you purchase a new card in person from a Customer Service Outlet, you can transfer your balance online or by phone at 1-877-378-6123. Please do not register your new card or add a period pass, or set up Autoload/Autorenew as this is done automatically for you as part of the card replacement process. Your account details, except for loyalty trips, language settings and default trip status will be transferred to your new card.