Help or problems with your AT HOP card Te whai āwhina, ngā raru rānei e pā ana ki tō kāri
Find out what to do if you have trouble using your AT HOP card or you no longer need it.
On this page
Your HOP card is lost, stolen or damaged
If your registered AT HOP card is lost or stolen, cancel it online or call the AT HOP centre on 09 366 4467 as soon as you can.
We will cancel your card so that it can no longer be used. We will protect your account balance within 24 hours of your phone call or online cancellation. You will need to buy a replacement card.
if you find a lost HOP card, please hand it in at the nearest AT customer service centre.
Faulty AT HOP cards
If your registered HOP card isn’t working, contact us and we’ll replace it for free. To transfer your balance and any HOP products, register your new card to an AT HOP profile.
If your unregistered card isn’t working, contact us. Your card must be replaced in person.
How to cancel your AT HOP card online
- Log into your MyAT account and go to AT HOP.
- Select ‘Cancel AT HOP card’.
- Select a profile and find the card you want to cancel.
- Check the box to confirm you understand what will happen once you cancel the card.
- Select ‘Cancel this card’.
You will then be able to transfer any leftover balance to another AT HOP card in the same AT HOP profile.
Once a card is cancelled, you won’t be able to use it again or undo cancellation.
How to transfer your AT HOP card balance online
You can only transfer from a cancelled card to another card in the same AT HOP profile.
- Log into your MyAT account and go to AT HOP.
- Select ‘Transfer HOP card balance’.
- Select a cancelled card.
- Choose an AT HOP card in the same profile to transfer the balance to. You can select a card that is already registered to the profile, or register a new card.
- Select ‘Confirm balance transfer’.
What happens after the balance is transferred
When the transfer is complete and you tag on:
- the card balance will update
- any concession will transfer, unless it is a Community Connect concession
- any auto top-ups will transfer
- any monthly ferry passes will transfer, including those that are not yet activated.
Do not load a monthly ferry pass on the new card until after the balance updates. This will cause the balance transfer to fail, and the balance of your previous monthly pass will be lost.
Balance transfer requests are processed manually. We might take a few working days to process them.
If you don’t tag on within 60 days, contact us. We’ll reactivate the balance transfer, giving you another 60 days to tag on.
How to view your balance and transaction history
To view a card’s balance and transaction history, it must be registered to your MyAT HOP account.
- Log in to your MyAT account
- Select ‘View all cards’ to view card balances
- To view your transaction history, select a card and go to the ‘Transactions’ tab
- To view more information about the transaction, select ‘View details’.
GST receipt for AT HOP card travel
The IRD has granted Auckland Transport a special product ruling in relation to AT HOP cards. Under section 24(6)(b) of the GST Act, the Commissioner has determined that a tax invoice is not required. Under the ruling, if a GST expense claim is required by a public transport user, a printout of the account is sufficient for the GST to be recovered on actual trips completed.
If you no longer need your registered AT HOP card, you can surrender it and apply for a refund of any remaining balance or products on your card.
- Download and complete the Card surrender form (PDF 317KB).
- Send a copy to MyHop.Service@Myhop.co.nz. This can be a scanned copy, a PDF or a good-quality photo of your completed form.
- Remember to sign below under ‘Primary account holder’.
If your application is approved, you will receive a refund within 14 days.
Please note that you cannot receive a refund for a daily or monthly pass that has already been activated.
If you forget to tag on or off
If you forget to tag on or tag off, you will be charged a default fare. This will be automatically deducted the next time you tag on. We have tips on how to tag on and off correctly.
If you missed a tag you can request a refund.
How to request a refund
If you do not agree with a fare charged to your AT HOP card, or you missed a tag on or tag off, you can query the transaction.
How to query your transaction online
- Log in to your MyAT account
- Select the card you used for travel
- Go to the ‘Transactions’ tab
- Select ‘View details’ next to the transaction in question
- Select 'Query this transaction' or 'Query missing tag charge'
- Follow the prompts to complete the query.
Once you’ve submitted your request, we’ll respond within 10 working days.
What to do if your HOP card expires
If your registered HOP card is about to expire, we will notify you by email and mail you a new card for free.
Note: There is no visible expiry date printed on your HOP card or mentioned in your MyAT account. AT HOP cards usually expire after a period of 10 years.