Refunds and replacements

Report lost or stolen passes and request a refund.

Pay As You Go cards

Any credit shown on your account at the time you reported your Swift card lost or stolen will be transferred to your replacement card (registered cards only).

Replacement cards are usually sent within 3 working days of notification and cost £7.50.

Season Tickets
For a refund to be issued the ticket must have been valid for a minimum of 28 days with at least 7 days validity remaining. 90% of the outstanding validity of the ticket will be refunded, calculated from the date West Midlands Combined Authority is notified or the day after the last use of the Product, whichever is later, less a £7.50 administration charge.

Season tickets are sold at a discounted rate. 90%, of the outstanding value of the ticket, takes into account the discounted travel you have benefited from by holding a season ticket instead of buying day or week tickets. This means the refund will not be the exact remaining value of your pass. Swift cards will be blocked so you’ll need to get a new card when you buy your next ticket.

To get a refund please call Swift Support on 0345 075 6006.

Multi-day cards

If you have a multi-day card you must have at least 5 day tickets remaining on the card, with 3 months validity left on those tickets.

Replacement cards are usually sent within 3 working days of notification and cost £7.50.


If you have had to pay for public transport because of a faulty Swift card you can make a compensation claim if you have a receipt.

The Swift Support team will be able to verify your claim, refund you for any public transport fares paid related to the faulty card and if required, reissue you a new Swift card. 

Compensation cannot be given for transport paid for due to a lost or stolen card.

Please send your name, email, Swift card number, a short summary of your issue and attach any pictures of receipts to

For tickets bought through the Direct Debit Scheme, refunds are not available – you must give at least one month’s notice by telephone, email or in writing of your intention to cease Direct Debit payments. 

Click here to see our Direct Debit terms and conditions or call 0345 303 6760 for further details.

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