Reporting your lost, stolen or damaged physical card and transferring the balance

Sign in to your PRESTO account to report your physical card lost or stolen and transfer the balance now.

When your physical 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 another card on your PRESTO account, or to a new card.

If you added your PRESTO in Mobile Wallet 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 device.

You can only transfer your card balance from a cancelled physical PRESTO card to another physical Adult PRESTO card in your account or a card with the same fare type as the cancelled card, and the card you’re transferring to can’t have a transit pass on it.

If your PRESTO card wasn’t registered to an account when it was lost, stolen or damaged, you can’t cancel your card or transfer your balance. This includes PRESTO in Mobile Wallet cards. Create a PRESTO account and add your card to it to protect your balance.

External LinkA step-by-step transcript for "How to Report a Lost Card" is available in the YouTube description.

How do I cancel my lost, stolen or damaged PRESTO card and transfer my balance?

Cancel your lost/stolen/damaged physical PRESTO card:

    • By logging into your PRESTO account through our website (recommended option)
    • By logging into your PRESTO account and using our Chat feature
    • By Calling us at 1-877-378-6123

    Cancelling a PRESTO card is permanent. Once you cancel your PRESTO card, it can’t be used again.

    Note: For PRESTO in Apple Wallet, if you lose or factory reset your phone, your PRESTO card in Apple Wallet will be paused once the device is marked as “lost” in the Find My app. To recover your PRESTO in Apple Wallet card, sign into your Apple ID on your new device, open Apple Wallet, select 'Add New Card,' choose 'Transit Pass,' and then select 'Previous Cards.' Your PRESTO card will be listed there. 

    If you are using PRESTO in Google Wallet and your device is lost or damaged, you don’t need to cancel your card. If your card is registered to a PRESTO account sign in to the PRESTO app on your new device, remove your PRESTO in Google Wallet card from your old device and add it to your new one.

     

During card cancellation, you can select a transfer option:

    1. Transfer to another card in your account:

      • Sign into your PRESTO account
      • Select your cancelled/lost card
      • Choose “Report lost card” from the quick links on the left hand side
      • Select “Cancel and transfer your balance and details to another card in your account” and follow the prompts
      • Important: In order to transfer your balance and card details, the card you’re transferring to must be set to either an Adult fare type or the same fare type as your cancelled card and must not have a transit pass on it.

    2. Transfer to a new card you bought online:

      • Select the cancelled/lost card
      • Choose “Report lost card” from the quick links on the left hand side
      • Select “Cancel this card and buy a new card online” and follow the prompts
      • Remember or write down the PIN you set when ordering.
      • Your card will be delivered in 7-10 business days. All your card details (including your balance, passes, fare type, transaction history, loyalty trips, GO default trip and settings) will be transferred onto the replacement card you will receive in the mail.
      • You will need it to activate your replacement card once it arrives from the mail

    3. Transfer to a new card you bought in-person:

      • You can buy a replacement card from a customer service outlet, select Shoppers Drug Mart or other retail locations or a PRESTO Fare or Ticket vending machine.
      • After you purchase a new PRESTO card, our system requires you to wait up to 24 hours before your new card information will be recognized online. After 24 hours, login to your online PRESTO Account to complete the transfer.
      • Select your cancelled/lost card
      • Choose “Report lost card” from the quick links on the left hand side
      • Select “Cancel and transfer your balance and details to an anonymous card” and follow the prompts.
      • Your card details (including your balance, passes, fare type, and settings) will be transferred to the replacement card. Some card details (transaction history, loyalty trips, GO default trip) cannot be transferred to a new card bought in person.
      • Once you request a transfer, your transfer will be available for use within 4 to 7 hours. Tap your card on any PRESTO device at least once within 30 days to complete the transfer process. Your online account information will be updated after you tap.

Friendly Reminders

  • If you’re a GO Transit rider and had a previous default trip setting, you may need to set it again on the PRESTO App

  • If you had an Autorenew agreement and you transferred your card information less than 7 days before the end of the month, you’ll need to set up Autorenew again.