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Auckland Transport

Lost or stolen card

If your registered AT HOP card is lost or stolen, phone the AT HOP call centre immediately on (09) 366 4467. We'll cancel your card so that it cannot be used and your account balance will be protected within 24 hours of it being reported to us. You will need to buy a replacement card.

Transferring money from a lost card to a new card

Once you have bought a replacement AT HOP card, phone us to have your existing account balance transferred.

What you need to know

  • Important: Be careful not to load a monthly pass onto your new card until the balance has been transferred from your lost or stolen card. This will cause the balance transfer to fail and result in the balance of the previous monthly pass to be lost.
  • We will also perform a balance transfer for you to a new card if your registered card is determined faulty.
  • A balance transfer cannot be completed between primary and linked accounts or between active cards.