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City of Winnipeg
   

Winnipeg Transit

Reporting a Lost or Stolen card

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Losing your peggo card is never fun, but if you’ve registered your card and you follow the steps listed below you can limit the amount of inconvenience you’ll experience.

Step 1 – Report your card lost

Once you’re sure you’ve lost your card you’ll need to report your card lost. There are several ways to do this:

1. Online

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To do this you’ll need to log in to your peggo account. On the Manage My Card page click the Card Lost button. A confirmation email will be sent to the email address you have linked to your peggo account to confirm you’ve reported your card as lost. This email will have some helpful tips on next steps.

2. Phone 311

To do this you’ll need to phone 311 and provide them with your User ID. You’ll likely be asked several questions to confirm that you are the registered card holder. Once 311 has reported your card lost a confirmation email will be sent to the email address you have linked to your peggo account to confirm you’ve reported your card as lost. This email will have some helpful tips on next steps.

3. In Person

You can report your card lost or stolen at one of our Customer Service Centres. You’ll need your User ID and a government issued piece of photo identification in order to cancel the card. A confirmation email will be sent to the email address you have linked to your peggo account to confirm you’ve reported your card as lost. This email will have some helpful tips on next steps.

Important note:

Once you have reported your card as lost or stolen, it will take up to 48 hours before the information regarding the remaining balance on your card is transferred to our Customer Service Centres. An email will be sent to you, using the address you used when you set up your account, that will confirm your card is cancelled. At that time you can come to one of our Customer Service Centres and any remaining fares can be transferred to your new card.

If you reported a card lost that still had active or unused fares on it you must come in to one of our Customer Service Centres within 30 days to have your remaining balance transferred to a new card.

Step 2 – Replacing your card

If you have lost your peggo card you can purchase a replacement card at any one of the retail sales agents. Click here for a list of where to buy a card. Please note there is a $5 charge for replacement cards and you must put a fare product, either e-cash or an e-pass on the card at the time of purchase.

Step 3 – Register your new card

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Now that you have your new card you’ll need to register it. To do this you’ll need to log in to your peggo account. On the Manage My Card page you’ll click the Register A New Card button. Once you press this button a screen will pop up that will ask you to enter the serial number of your new card. Make sure not to leave any spaces when entering the number. Once you have entered your serial number and hit the Register button your new card will be registered and linked to your account. You’ll receive a confirmation email to let you know your card has been registered.

Step 4 – Transferring fares from your lost card to your new card

If you had fares on your registered peggo card at the time you reported it lost you can transfer the remaining fares to your new card. Note that only fares from the time you reported your card lost will be transferred. Any fares used before the card is reported lost or stolen cannot be replaced.

In order to transfer fares from your old card to your new one you’ll need to come to one of our Transit Customer Service Centres. Once you have reported your card as lost or stolen, it will take up to 48 hours before the information regarding the remaining balance on your card is transferred to our customer service centres. An email will be sent to you, using the address you used when you set up your account that will confirm your card is cancelled. At that time you can come to one of our customer service centres and any remaining fares can be transferred to your new card.

When you come you’ll need to bring a few things:

  • You’ll need to bring some government issued photo identification to prove who you are
  • You’ll need to know your User ID for your account
  • If you have purchased a new card you’ll need to bring that with you

Frequently Asked Questions

  • Do I have to wait to buy a new card to replace my lost/stolen card?
    • If you have reported your peggo card as lost or stolen and you need to travel today you can go to any retail sales agent to purchase a new card and load fares so you can travel.
  • How do I transfer the remaining balance from my lost card to a new card?
    • If you had unused fares on your lost card those can be transferred to a new card. We need at least one business day from the time you reported your card lost before you can transfer your remaining balance to a new card. To transfer the remaining balance from your card you’ll need to come to one of our Transit Customer Service Centres.
    • When you come you’ll need to bring a few things:
      • You’ll need to bring some government issued photo identification to prove who you are
      • You’ll need to know your User ID for your account
      • If you have purchased a new card you’ll need to bring that with you