Frequently Asked Questions for seniors and pensioners
- 1 How will I know how much value is left on my Opal card?
When you tap on or tap off the Opal card reader will display your balance. You can also log in to your account to view your Opal balance or call 13 67 25 (13 OPAL).
- 2 Can I let another person use my Gold Senior/Pensioner Opal card?
No, a registered Gold Opal card is not transferable and fines may apply for misuse.
- 3 What’s the minimum balance I can have on a Gold Opal card for me to use it?
If you have $2.50 on your Gold Opal card you can tap onto any mode of public transport.
If your journey exceeds this amount, for example if you go to the airport and are charged the additional Sydney Airport Station access fee, when you tap off your Opal card will go into negative balance, requiring you to add value to your card to tap on again.
If you’ve selected auto top up via your credit card you will always be ready to go, as Opal will automatically top up your account when required.
- 4 Can I tap off with an insufficient balance?
As long you have the minimum value on your card at the time you tap on, you will be able to tap off and the Gold Opal card will go into a negative balance. You will have to add value to your Gold Opal card in order to tap on again.
- 5 What happens if I forget to tap off?
If you forget to tap off a default fare is charged, which is the maximum applicable fare depending on the service you are travelling on. For Gold Opal card holders it won’t be higher than the $2.50 daily cap.
A default fare doesn’t contribute to the Weekly Travel Reward.
- 6 How do I find my nearest retailer for top ups?
Opal retailers are clearly marked with Opal signage. There are more than 2,100 Opal retailers in Sydney and the surrounding areas, with more added each week. To find your closest retailer you can also go online or call 13 67 25 (13 OPAL) and an Opal Customer Care representative can look it up for you.
- 7 What should I do if my Gold Opal card is damaged, lost or stolen?
If your Gold Opal card is registered and is damaged, lost or stolen, report it to us by calling 13 67 25 (13 OPAL). The balance on your Gold Opal card can be protected and transferred to another Opal card registered to you. It is important that you report any loss or theft of your card immediately. A new Gold Opal card will be mailed to you and may take five to seven working days to arrive. While you’re waiting, you’ll need to pick up a full fare Adult Opal card from an Opal retailer or purchase an Adult Opal single trip ticket. Adult Opal single trip tickets are not available as concession fares.
If your Gold Opal card isn’t registered, there’s no balance protection. If it’s lost or stolen, you’ll need to get a new Gold Opal card and add value to travel.
- 8 If I lose my concession card can I still use my Gold Opal card?
In order to travel using a concession ticket, including the Gold Opal card, you need to carry a valid concession card. If you’ve lost your concession card we recommend requesting a new one from your concession card provider. And, until your new concession card arrives, you’ll need to get an Adult Opal card or Adult Opal single trip ticket.
- 9 Can I get a Gold Opal card on behalf of a family member or a friend?
Yes. You’ll need their name, date of birth and the following details to prove eligibility:
NSW or ACT Seniors Card number (for ACT seniors this may be the number on your MyWay card)
Centrelink reference number
Or Department of Veteran Affairs (DVA) or Pensioner Concession Card number (incl. War Widow/ers)
Please note, a registered Gold Opal card is not transferable and fines may apply for misuse.
- 10 How do I check my transaction history?
If you log in to your account you can view your Activity Statement, which contains up to 18 months worth of your travel and transaction history.
You can also call 13 67 25 (13 OPAL) and a Opal Customer Care representative can tell you your transaction history over the phone.
- 11 Does value on an Opal card expire?
Value on a Gold Opal card does eventually expire if you don’t use your card. However, if you receive a new Gold Opal card that is registered and you have arranged to put value on it, you will need to present it to a card reader within 60 days or the value will be reversed and credited back to your nominated credit or debit card account.
- 12 Will transport staff be able to check my Opal card?
Yes, Revenue Protection Officers and NSW Police can check your journey information using a portable Opal card reader. If you don't tap on and tap off when travelling with your Gold Opal card, and carry your proof of concession entitlement, you can be fined.
- 13 How will my personal information be managed?
- 14 If I’m changing between trains, buses, ferries or light rail do I need to tap off?
Yes, you need to tap off before changing modes. As a rule you should tap on and off for every trip you make except if you can transfer without going beyond the ticket barriers (for example if you’re changing trains at Town Hall or changing ferries on the same wharf).
- 15 What should I do if my Opal card stops working?
If your card is faulty call Opal Customer Care on 13 67 25 (13 OPAL).
If your Opal card is registered, your balance can be transferred to a new card registered to you.
While you are waiting for your new card to be sent to you, you will have to get a full fare Adult Opal card from a retailer or purchase an Adult Opal single trip ticket to travel.
- 16 Do I get a discounted fare on the AirportLink station access fees for the Sydney Domestic or International Airport train stations?
Yes, you do get a concession on the Sydney Airport station access fee. The fee is $12.40 with a Gold Senior/Pensioner Opal card each time you access an airport station. This fee is capped at $24.50 each week with Opal, so if you travel to and from the airport in the same week you save.
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