What should you do if you lose your Compass Card or ticket?

Losing your transit card or ticket is an unpleasant situation, but modern public transportation systems have ways to minimize the impact of such incidents. In Calgary, as in many other cities, there are clear rules and procedures to help you protect your remaining balance and get a replacement.

What is a Compass Card?

The Compass Card is a rechargeable contactless card for paying for travel on Metro Vancouver (Vancouver and surrounding areas) that works on all TransLink public transportation. It allows you to conveniently pay for trips, store your balance and passes, and has a balance protection feature in case of loss or theft.

The importance of registering your card

Registering your Compass Card on the official website compasscard.ca or through customer support is essential to protect your funds. Registered cards have the following benefits:

  • Balance Protection: if your card is lost or stolen, you can report it to customer service and the balance on your card will be “frozen” — that is, blocked from use by others.
  • Balance Transfer: after your old card is blocked, you can transfer the remaining balance to a new Compass Card or receive a refund.
  • Transaction history: registered users can view their purchase and top-up history in their personal account. If your card is not registered, unfortunately, it cannot be blocked and the balance cannot be protected.

What to do if you lose your Compass Card?

  1. Block your card:
    • Log in to your account at compasscard.ca and select the “Lost or stolen” option.
  • Or call Compass Customer Service at 604-398-2042.
  • You can also visit the TransLink Customer Service Center at Waterfront Station in person.
  1. Get a replacement:
  • Once your old card has been blocked, purchase a new Compass Card from SkyTrain station machines, retailers, or online.
  • If you have a registered card, call customer service to transfer your balance and active passes to your new card.
  1. For program cards (e.g., Compass Employer Program):
  • Contact your program administrator for assistance with card blocking and replacement.

What to do if you lose your paper ticket?

  • If it is a single-use ticket, unfortunately, it cannot be replaced or refunded. We recommend purchasing tickets through the mobile app or Compass Card to avoid loss.
  • If it is a pass (e.g., monthly pass):
  • Contact Calgary Transit customer service or a ticket sales location.
    • In some cases, a replacement may be available upon presentation of the appropriate documentation, but this depends on the type of ticket and the carrier's policy.

Compass Card support contacts

  • Phone: 604-398-2042 (toll-free)
  • Online form: on the website compasscard.ca/help
  • In person: TransLink Customer Service Centre, Waterfront SkyTrain Station

Tips to prevent loss

  • Register your Compass Card as soon as you receive it. This will protect your balance and allow you to quickly replace your card if it is lost.
  • Use mobile apps to purchase tickets and check your balance.
  • Keep your card in a safe place and avoid giving it to others.
  • Regularly check your balance and transaction history in your account.

Conclusion

Losing your Compass Card or ticket is unpleasant, but thanks to Metro Vancouver's registration and balance protection system, you can minimize your losses. The most important thing is to quickly notify customer service, block your lost card, and order a replacement so that you don't lose your remaining balance and can continue using public transportation without any problems.