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Refunds, replacements and balance transfers

Refunds

Opal cards are made to last for years, so before you request a refund consider keeping and reusing your card later, on your next visit or whether there’s someone you can pass your card on to.

Please review the Opal Refund and Balance Transfer Policy and Form to see if you can claim a refund for an Opal card. Opal card refund instructions are also listed on this form.

Opal single trip ticket refunds

There are no refunds available on Opal single trip tickets unless your ticket is faulty.

Refunds are not available for lost, stolen or damaged single trip tickets, or tickets that have been purchased in error and not used.

If your ticket is faulty, please complete the Opal Single Trip Ticket Refund or Transfer Form.

Opal top up and single trip ticket machine transactions

If there has been an error when topping up or buying a ticket through the Opal top up and single trip ticket machines, please submit your refund or balance adjustment request via the Opal Transactional Error Reimbursement and Transfer Form.

Contactless payments reimbursements

You can request a reimbursement from a contactless payment if you were charged an incorrect fare amount. Submit your reimbursement request via the Contactless Payments Reimbursement Form.

Replacement Opal cards and balance transfers

If your Opal card is registered, you can transfer the balance to another Opal card if your card is lost, stolen or damaged.

Transferring the balance will automatically block the original Opal card and you will not be able to use that Opal card again. Any auto top up you have set up on your original Opal card will also be transferred. If you don't want to transfer auto top up to the new card, you'll need to disable it before transferring the balance.

You cannot unblock an Opal card. Once a card is blocked it is permanently blocked.

  1. Log in to your Opal account. You can only transfer the balance from one Opal card to another if both cards are currently active.
  2. Select 'Transfer balance to another Opal card' to start the balance transfer. You can choose to transfer the balance to another card you already have or order a new card.
  3. The old card will be blocked immediately but your Opal account may take up to 24 hours to show the updated balance on your new card.
  4. After 24 hours, to complete the balance transfer simply tap the new card at an Opal reader within 60 days to collect the value.

Opal card balance transfers and adjustments must be collected by tapping on at an Opal card reader within 60 days, otherwise you will need to contact Opal Customer Care to reapply.

Opal cards have a balance limit. You can't add value to your Opal card if the total balance will be exceeded as a result of the transfer. The type of Opal card determines the maximum balance:

You cannot transfer the balance from an unregistered Opal card.

Lost or stolen Opal cards

Your registered Opal card can be blocked so that your balance is protected and no one else can use it. You can block your Opal card by logging into your Opal account and selecting 'Report Opal card as lost or stolen'.

Damaged or faulty cards

If your Opal card becomes damaged or is faulty, you should get a new Opal card and transfer the balance. If it's an Adult or Child/Youth Opal card, you can pick up a new card from any Opal retailer, link the new card to your account and then transfer the balance, automatically blocking the old card.

If you have a Gold Senior/Pensioner or Concession Opal card, select 'Transfer balance to another Opal card' from your Opal account and a replacement card can be ordered as part of this process. New cards can take 5 to 7 business days to be delivered. In the meantime, you will need an Adult Opal card or Adult single trip ticket to travel.

Cancelled or expired Opal cards

If your Opal card is cancelled or expired, you must claim a refund or request a balance transfer within 90 days from when your Opal card expired. If you don't make a claim you will forfeit the Opal card balance.