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Transport · Poland
Updated September 2026

🚇 My public transport card is lost or blocked — how do I get my balance and pass back?

Direct answer

A registered card can be blocked and its balance and season pass transferred to a new one — through Your public transport operator, your operator's customer service or the card scheme's site, usually within a few days. An anonymous card is like cash: gone. If the operator refuses a transfer or a refund that the terms promise, Powiatowy / Miejski Rzecznik Konsumentów (801 440 220) — the consumer body — and for rail Rzecznik Praw Pasażera Kolei (UTK) (22 749 15 88) decide. Block first, argue later: every trip on the lost card until the block is yours.

Call firstYour public transport operator
Report toPowiatowy / Miejski Rzecznik Konsumentów
If that failsRzecznik Praw Pasażera Kolei (UTK)

🗣️ What to say

"My transport card [number], registered in my name, was [lost/stolen] on [date]. Please block it, transfer the remaining balance and my [season ticket] to a replacement card, and tell me the cost and the timing."

🪜 Step by step

  1. Block itOnline account or app; by phone if needed. Note the time.
  2. Replacement and transferOrdered from the same place; season tickets are re-issued, balance is credited.
  3. Fined meanwhile?A fine issued while your pass was being replaced is usually cancelled on showing the replacement request — write to the operator with the dates.
  4. Refusal: Powiatowy / Miejski Rzecznik KonsumentówIf the terms promise a transfer and the operator refuses, the consumer body or the transport ombudsman.
  5. Register the new cardAnd add it to your phone wallet if the scheme allows — losing the phone is then not losing the pass.

📇 All contacts

Your public transport operatorLost cards, refunds, blocked passes, lost propertyFirst step for anything about your card or pass
Powiatowy / Miejski Rzecznik KonsumentówFree help, letters to the seller, helpline 801 440 220When the shop refuses📞 801 440 220🔗 uokik.gov.pl/rzecznicy
Rzecznik Praw Pasażera Kolei (UTK)Free dispute resolution with rail operatorsWhen the operator does not pay📞 22 749 15 88🔗 pasazer.utk.gov.pl
Stały sąd polubowny przy WIIHFree arbitration at the Trade InspectionAfter a written complaint without a solution🔗 uokik.gov.pl/polubowne

❓ Frequently asked

Can I get a refund instead of a new card?

Balance yes, in most schemes minus a fee; season tickets pro rata. Check the terms and ask in writing.

The card stopped working, I did not lose it

Defective cards are replaced free with balance transferred. Keep the old card; the chip is read to recover the balance.

Found my old card after replacement

It stays blocked; hand it in. Using a blocked card is a fare offence.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “transport card lost balance refund Poland”
  • “block travel card stolen”
  • “season ticket lost replacement”
  • “transport card not working refund”
  • “public transport card customer service”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

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