If your registered EasyGO fare card is lost or stolen, report it as soon as possible so your card can be blocked. Blocking prevents your card from being used and protects your balance.
It may take up to 24-48 hours after your report your card lost or stolen for the block to take effect. GRT is not responsible for any use of your card or fare products before the block takes effect.
Unregistered cards cannot be blocked or replaced. Your fare products remain valid and the pass/stored value on the card can be used.
How to report a lost or stolen card
- In person
If your card is registered, you can report a lost or stolen card in person at customer service during business hours. You will need to provide your name and verify your identity. - Online
If you have created a My EasyGO Web Account, you can block your card online.
- Log in to your account and go to "Manage card".
- Selecting the card and click "Block card".
- If you have an autoload or autorenew on your card, remember to cancel it.
- Do not remove the card from your account until your card has been replaced. If you remove the card from your account, GRT will not be able to verify the balance and cannot transfer fare products to your new card.
- By phone
If your card is registered, you can call customer service at 519-585-7555. You will need to provide your name and verify your identity. You card will be blocked within two business days.
Replacing your card
Once your card has been blocked, it cannot be used again. You will have to get a replacement card from customer service; customer service agents will transfer any passes and stored value to your new card. Let the agent know if your card was enrolled in Connect-to-GO, so it can be re-added.
Replacement cards will be subject to an issuing fee of $5. You will need to provide proof of identification in order to transfer your balance. Note that any balance must be transferred to a new card at customer service; it cannot be transferred to another card you own.