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Lost or stolen cards

What to do if your SmartRider is lost or stolen.

Lost or stolen SmartRider?

Let us know that you’ve lost your SmartRider as soon as you notice it’s gone, we’ll check if we have it, or we may be able to hot-list it. Call the Transperth InfoLine or visit a Transperth InfoCentre to notify us.

If we do have your SmartRider, we’ll reach out to arrange a time and place for collection.

What is hot-listing?

Hot-listing a SmartRider means we permanently deactivate your card to protect the remaining card balance.

This can take up to 48 hours to take effect, however the value on your card is protected from the time you report the card lost or stolen. Transperth takes no responsibility for any actions/transactions occurring prior to the card being reported as lost or stolen, so make sure you let us know as soon as you notice it’s gone.

It’s important to register your SmartRider, otherwise we won’t be able to protect your card balance. We recommend doing this as soon as you obtain your card.

Obtaining a replacement SmartRider

The process is usually the same as obtaining your initial SmartRider card, although it differs from one type of SmartRider to another. 

To find out about your type of card, go to SmartRider Types.

How to transfer card balance to your new SmartRider card

Standard Card, Concession and Pensioner

  • If you obtain your new SmartRider at an InfoCentre - you can transfer the balance from your hot-listed card onto your new card at time of purchase.
  • If you obtain your new card at a SmartRider Retail Sales Outlets - wait 24 hours after we have issued your new card, then contact the Transperth InfoLine.
Seniors, Pensioners, Veterans
Primary, Secondary and Tertiary Students
  • The value on your old Student SmartRider will automatically transfer to your new card. If the balance does not automatically transfer, contact the Transperth InfoLine .

 

SmartRider Benefits

Save 20%

Get a 20% discount off fares with SmartRider Autoload.

Learn about Autoload.


SmartParker

Use your SmartRider to pay for parking at the station.

Learn about Parking.


Frequently Asked SmartRider Questions

If you’ve registered your SmartRider and it’s lost or stolen, you should report it as lost or stolen at by calling the Transperth InfoLine or at a Transperth InfoCentre. We can transfer your remaining balance to a new card. Unfortunately, there’s no protection for unregistered cards. Make sure you let us know as soon as you notice it’s gone so we can hot-list it. For more information, go to Lost or Stolen Cards.
How do I tag on and off?
At the start and end of each journey, place your SmartRider card over the picture of the card on a card validator on the bus, on the ferry or at the train station. A beep and green light confirms a successful tag on or tag off. When you tag on, the card reader will display your remaining balance. When you tag off, the card validator will display the amount of the fare deducted and your remaining balance. 

Note: When boarding a bus, passengers can only tag on at the front of the bus. If you tag on at a centre or rear door, you will receive a default fare. When alighting, passengers can tag off at any door.

For more information go to Using SmartRider.
There are a number of ways to check your balance. Go to Check SmartRider Balance.
There are a number of ways you can register your SmartRider. For details go to Register SmartRider.
Autoload enables a direct debit to be made automatically from a nominated bank account or credit card to your SmartRider when the balance on your card falls below the low-value threshold of $6 for standard users and $3 for concession users. Register for Autoload through My Account
More information on Autoload can be found here.
If you have a Health Care Card or Pensioner Card you can provide proof of your concession entitlement by showing the card on your phone through Centrelink's Digital Wallet.
A pending action is a change/update that is waiting to be applied to your SmartRider.

Your SmartRider stores information including your concession status, Autoload status and card balance. When we need to update this information, a pending action is created so that the information on the card can be updated.

Pending actions are generally available to your SmartRider the day following their creation, except BPAY which can take several days to become available. For example if you activate Autoload online through My Account today Autoload will be available to be applied to your card tomorrow.

In order to update your card with this new information you are required to tag on. We recommend that you travel within a week of the pending action being created. Alternatively, if you do not need to travel, you can tag on, wait 15 seconds, and then tag off (preferably at any train station).

This will ensure that the update is applied to your SmartRider. If you do not travel/ tag on in the first week, or if it has been over two weeks since you last used the card, it is possible that the pending action will not be applied to your SmartRider on the first try. If this is the case please contact Transperth InfoLine at least one day prior to travelling again, or tag your SmartRider on and off over two to three consecutive days. 

Please contact the Transperth InfoLine (13 62 13) if you have trouble applying a pending action.
Autoload is designed to activate even if the card is new and you have no previous balance on the card, though unfortunately there can be instances where this doesn’t occur. If this happens to you please contact the InfoLine on 13 62 13 or visit an InfoCentre in Perth.
When you tag on under the low value threshold we will add the value of your Autoload onto your card immediately, under the assumption we will be able to get this value from your credit or debit card within the next 24-48 hours. If, for whatever reason, we are unable to access those funds your Autoload will be disabled and the value that was credited to your card will be removed.

In order to add value to your SmartRider balance, you will need to use alternative ‘add value’ methods until you can check your details and reactivate your Autoload.
The SmartRider system is currently a card based system, where the information from your travel is stored on your card. Unfortunately we are unable to keep the Transperth website and app immediately up to date with every transaction that occurs.

The system takes between 12 and 24 hours for your latest transactions and any changes to appear online.
No, this will simply mean that it is no longer linked to that particular My Account.

Any Autoload, SmartParker or Bike Shelter registrations will remain active on the SmartRider card.

If you would like to report your card as lost or stolen and have it hotlisted please contact the InfoLine on 13 62 13.
If you damage or lose your SmartRider you will need to order a new SmartRider.

You will need to go through the same process as when you received your initial SmartRider card.

For example, if your card was issued by your school you will need to speak to your school to order a new one. Or if you ordered your card through the online system you can also order your replacement here.
This expiry date relates to the concession entitlement to the student fare you receive while you are in high school. Once the expiry date passes your SmartRider will revert to a standard SmartRider and you will be charged standard fares.

Before this date you can apply to have a new concession on your card, such as a Health Care Card or tertiary concession if you are continuing your studies at an eligible institution
Service Updates