Replace a lost, damaged, faulty or stolen bus pass

On this page you'll find:

Replace a lost or damaged pass

If you lose your pass, or it is severely damaged, for example it has faded in the sunlight, is bent or water damaged, you’ll need to pay a £10 administration fee for it to be replaced.

We can issue up to two replacement passes a year.

Replace a lost or damaged older person’s bus pass online

Replace a lost or damaged disabled person’s bus pass online

If time allows, staff in our contact points and community hubs will help you complete the online form at a public computer.

You can also replace your lost or damaged bus pass by phoning us on 01634 333 333.

How to pay for a replacement pass

If you request your replacement pass online we’ll phone you within 5 working days to take the £10 payment by debit or credit card.

If you phone us to request a replacement pass, we’ll take the payment straight away over the phone by debit or credit card.

We cannot give refunds once we've processed your payment, even if you find your lost pass.

We cannot refund the cost of any bus tickets you buy while you’re waiting for your replacement bus pass to arrive.

Replace a stolen pass

If your bus pass is stolen, we'll replace it for free. You'll need to provide a crime reference number. The police will give you this number when you report the theft.

If you do not have a crime reference number you'll need to request a replacement lost bus pass (see above). You'll need to pay an administration fee of £10. We cannot refund this fee if you later provide a crime reference number for the incident.

Replace a stolen older person’s bus pass online

Replace a stolen disabled person’s bus pass online

If time allows, staff in our contact points and community hubs will help you complete the online form at a public computer.

You can also replace your stolen bus pass by phoning us on 01634 333 333.

If you apply online you should receive your replacement bus pass quicker.

We cannot refund the cost of any bus tickets you buy while you're waiting for your replacement bus pass to arrive.

Replace a faulty pass

If you have a faulty bus pass, for example the chip inside the card has stopped working, you can get a replacement for free.

Bring your faulty pass to a community hub. Hub staff will check the pass. If it is faulty rather than damaged, they will arrange for the replacement pass to be sent to you.

Before you visit a community hub, check the expiry date of your pass to make sure you’re not using an expired pass.

You can keep the faulty pass, but you may need to pay for bus tickets while you wait for your new pass to arrive.

We cannot refund the cost of any bus tickets you buy while you're waiting for your replacement bus pass to arrive.

What to do if your address or name has changed since your pass was last issued

We need proof of your current address if you’ve moved since your pass was last issued.

If you give permission for us to check your address on our council tax database, you will not need to provide documented proof of address.

If you do not give us permission, you must provide a copy of one of the following:

  • Medway Council Tax bill
  • utility bill
  • bank statement

Your proof must include your name and address and be dated within the last 12 months.

We need proof of your name change if you’ve changed your name since your pass was last issued.

You must provide a copy of one of the following:

  • marriage certificate
  • divorce certificate
  • name change certificate
  • passport
  • driving licence

What happens after you request a replacement

  • Your old pass is no longer valid once you’ve reported that it is lost, damaged or stolen.
  • You should receive your replacement pass within 6 weeks.
  • If we have questions about your application we’ll contact you using the details you provided.