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Frequently Asked Questions - Adult Opal card

1 How will I know how much value is on my Adult Opal card?

When you tap on or tap off, the Opal card reader will display your balance. You can also log in to your Opal account and view your Opal balance or call 13 67 25 (13 OPAL), 24 hours, 7 days a week.

2 Does my Adult Opal card need to have a minimum balance in order to use it?

Yes, the Adult Opal minimum balance to tap on for trains is $3.46 peak and $2.42 off-peak; for Sydney Ferries $5.88; and for buses and light rail it's $2.15.

If you are travelling to or from the Sydney Domestic airport or International Airport Stations you'll need an additional $14.30 to cover the station access fee.

3 Why am I charged more for trips to the airport?

Domestic and International Airport stations are privately owned by Airport Link Company (ALC). ALC charges an additional fee for access to these stations, called the Sydney Airport station access fee. This fee is $14.30 for Adult customers.

However, this is capped each week (Monday to Sunday) at $29 for Adult customers. So, if you travel to the airport regularly within a single week, you save with Opal.

4 How do I check my transaction history?

You can check your transactions via your Opal Activity Statement which is processed within 48 hours. You can access your account on the website or by calling 13 67 25 (13 OPAL) and speaking to a Customer Care representative.

5 What is auto top up?

Auto top up is a service that makes travelling with Opal even easier by linking your Adult Opal card to a credit or debit card. When your balance gets low, it tops up automatically, so you're always ready to travel.

6 How do I set up auto top up?

You can set auto top up online or by calling 13 67 25 (13 OPAL).

7 What is the minimum auto top up amount?

The minimum auto top up is $10 for Adult Opal cards.

8 Will staff be able to check my Adult Opal card?

Yes, Revenue Protection Officers and NSW Police Officers can check your journey information at any time using a portable Opal card reader. If you haven't tapped on with your Adult Opal card, you're not travelling with a valid ticket and can be fined.

9 What should I do if my Adult Opal card is lost or stolen?

If you have registered your Adult Opal card and it is lost or stolen, report it online or by calling 13 67 25 (13 OPAL). The balance remaining on your registered card can be transferred onto a replacement card. So make sure you report it as soon as possible. If your Adult Opal card is unregistered your balance is not protected. In this case all you can do is get a new Adult Opal card or Opal single trip ticket before travelling again.

10 What should I do if my Adult Opal card stops working?

If your card is faulty or damaged, call 13 67 25 (13 OPAL). An Opal Customer Care representative can order you a new card and transfer the balance to a replacement Opal card.

11 How will my personal information be managed?

Your personal information will be managed in accordance with the Opal Privacy Policy and has been developed in accordance with the Privacy and Personal Information Protection Act 1998 (NSW.)

12 Can two people travel together using the same Adult Opal card?

No, each customer must have a separate Opal card to travel.