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You are here:home > Living > Smartcities > Replacing Lost, Stolen or Damaged Cards

Replacing Lost, Stolen or Damaged Cards

How do I replace my Smartcities/Bus Pass Card if it is lost or damaged?

An administration fee of £10.00 will be required to replace a Smartcities/bus pass card*

Cards can be replaced by making an online payment here using a debit or credit card. A charge of 1.5% is made when using a credit card. There is no charge when using a debit card.

When making a payment online please note the following:

  • After a payment is made a refund cannot be given if a card is found

  • If you have not informed the Smartcities office of a change of address please provide your current and previous address. Your current or previous address will need to match the one we hold for you

  • If you are unable to order a replacement card please email to have your details checked

  • If you do not receive your card within 7 days please send an email to including your receipt

  • Disabled person's bus passes are replaced with the same expiry date as the last card issued.

Payments can also be made in Gateway at One Guildhall Square.

What should I do if my Smartcities/Bus Pass Card is stolen?

To replace your card we require a police crime reference number either over the telephone: 023 8083 3008, or through Gateway at One Guildhall Square. A new card will then be posted to you. No payment is required (only one card per year will be reissued free of charge when a police crime reference number is provided). All details are held on our secure computer database so you will not need to supply another photograph.

* Unless a bus pass card is due to expire/expired or a card kept as in the Terms and Conditions issued more than 2 years ago fails to work on smartcard readers.

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