Lost or Damaged Cards
Have questions about how to report a lost or damaged PRESTO card? Get the answers to some of our most asked questions.
Sign In to your PRESTO account to report your lost or stolen card
Lock or cancel your card and secure your balance.
YesIf you have misplaced your PRESTO card, you can lock it to keep your balance safe while you searchIt is important to know that locking your card is different from reporting it lostA locked card cannot be used for travel, but you can unlock it at any time if you find itIf 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 appSimply go back to the same Card Details section for that card and select Unlock CardOnce you do this, your card will be ready to use for travel again right away
Was this information helpful?
To receive balance protection, your PRESTO card must be registered to a PRESTO accountIf 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 accountSelect "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
Was this information helpful?
If you are using an Android device and registered your card to your PRESTO account, you can recover your card by signing in to the PRESTO app on a new device, removing the card from your old device and adding to the new deviceOn your new device:
- Open the Google Wallet app and select your PRESTO card.
- In the top right corner select the three vertical dots.
- 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.
- 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 deviceRegister your card to a PRESTO account for added balance protection.
If you are using an Apple device, your digital PRESTO card will be suspended once the device is marked as “lost” in the Find My appThe card can be reactivated once your device is recoveredIf this is not automatically done, you can manually recover your card:
- Log into iCloud.com, select "Account Settings"
- Select your old iPhone and follow the prompts to "Remove all" from Apple Wallet
- On your new device, sign in to your Apple ID
- Open your Apple Wallet and select add new card
- Select Transit Pass
- Select "previous cards" and your card will be listed there
Was this information helpful?
Yes, you can transfer funds between two registered PRESTO cards on your account.
This is a quick and convenient option, especially if your card is lost or damaged and you need to move your balance to another card right awayPlease note that you must still report your original card as lost or stolen to protect your balance.
To get started, sign in to your account and follow these steps:
- Select "Transfer Balance" from the left-hand menu.
- Choose the card you want to move the funds from.
- Choose the card you want to move the funds to.
- Confirm the details to complete the transfer.
Was this information helpful?