Replace an older or disabled person's bus pass

Lost or damaged bus passes

Have you lost or damaged your bus pass? To replace your bus pass, there is an admin charge:

• Lost or damaged cards: £10.
• Stolen: free if you've got a valid crime reference number. This is not a police lost property reference. Otherwise the cost is £10.

We'll process your order once payment has cleared. We can't refund your £10 once we've processed it, even if you find your lost pass. We will send your bus pass to the address on our system. So, make sure you tell us if you have moved.

The design of your pass means there is no such thing as an intermittent fault, so if you are able to use your bus pass on one route but not on another, that does not mean the pass is faulty. If you are unable to use your pass on any ticket machine, your pass will need to be replaced.

Request a replacement bus pass

If you have a disabled person and companion bus pass, call us on 03000 41 83 83.

We will cancel your old bus pass once we send you the new one. If you or anyone else tries to use the cancelled bus pass, the bus driver may take this from you.

Moved address

We will send your bus pass to the address on our system. Moved recently and haven't told us? Let us know before requesting a new bus pass.

Bus pass does not work

Your bus pass is a smart card. This means you need to scan it on the bus using the smart ticket machine. If it does not scan, then you need to replace it. This will cost £10.

The design of your pass means there is no such thing as an intermittent fault, so if you are able to use your bus pass on one route but not on another, that does not mean the pass is faulty. If you are unable to use your pass on any ticket machine, your pass will need to be replaced.

If you think it's not scanning due to a technical issue instead of damage, you can return it to us. We'll then test the pass to see what the problem is. If the pass is faulty, we will refund the replacement fee. We will not test or refund if your card shows visible damage.

Your pass can be returned to your local library or post it back to us at

Read the terms and conditions of using your bus pass.

Stolen bus passes

If someone has stolen your pass, you will need a crime reference number. Contact Kent Police on 101 to report this.

Once you have your crime reference number, call and speak to one of our team on 03000 41 83 83. We will replace your bus pass free of charge. We can’t accept police lost property numbers.

Found bus pass

If you have found a lost bus pass you can either take it to your local library or report it or contact us by:

Changing your older person's bus pass to a disabled bus pass

You can use an older person’s pass in exactly the same way as a disabled person’s pass.

Return your bus pass

If you no longer need your bus pass, or a loved one has passed away hand it in at your nearest library or Gateway.

Or post the pass to: