Jeune femme fouille dans son sac

Stolen or lost ticket

Have you lost or had your ticket stolen? Don't panic, our Transilien After-Sales Service is there to help you.

Your Annual Navigo Pass is stolen or lost

If your Annual Navigo pass is lost or stolen, your Navigo pass will be replaced free of charge up to two times a year.

  • Following your declaration of loss or theft, your pass will be blocked by the carriers.
  • If it is found, it must therefore no longer be used and must be returned to the counters, counters or agencies of the carriers.
  • If the loss or theft takes place on the same day as the package is loaded, you can only obtain the replacement of your Navigo pass purchased two days later and cannot claim reimbursement of tickets purchased for travel between the date loss or theft and the reconstitution of the package on your new Navigo pass.

Your personalized Navigo card is lost or stolen

The pass loaded (Month, Week, ...) on your lost or stolen Navigo card and any reduction rights are recharged identically on a new card for € 8.

  • Following your declaration of loss or theft, your Navigo card will be put in opposition by the carriers.
  • If it is found, it must therefore no longer be used and must be returned to the counters, counters or agencies of the carriers.
  • If the loss or theft of your Navigo card takes place on the same day as the package is loaded, you can only obtain a replacement two days later and cannot claim reimbursement of tickets purchased for travel between the date of loss or theft and the reconstitution of the pass on your new Navigo card.

Your Navigo Découverte card is lost or stolen

In the event of loss, theft or deterioration of your Navigo Découverte card, it will not be exchanged or refunded, and the packages purchased will not be reconstituted.

Your imagine R pass is lost or stolen

If you have an imagine R pass, you will have to report the loss or theft of your pass directly to the Imagine R Agency, which will send you a new pass at home.
To do this, simply contact Agence imagine R online or by phone.
You can also make your request:

  • in the transporters' commercial agency, in certain RATP counters or in Navigo SNCF Services counters,
  • on the iledefrance-mobilites.fr site, section "I manage my card",

 
Your imagine R pass will be invoiced at a flat rate of € 23 non-refundable, except in the event of racketeering or theft with violence.
In this case, the replacement of your Imagine R pass will be free upon presentation of the original of the complaint to the police.
Replacing your imagine R pass is only possible once per plan year.
In the event of a second loss or theft of your pass, the contract can be terminated by the Imagine R agency.


Agence imagine R
46033 (for school children) - 66035 (for students)
95905 Cergy-Pontoise Cedex 09
Telephone: +339 69 39 22 22 (call not surcharged) from Monday to Friday from 8 a.m. to 8 p.m. and Saturday from 9 a.m. to 8 p.m.
The agency is closed on Sundays and public holidays.

Your Navigo Easy card is lost or stolen

In case of loss or theft of your Navigo Easy card, it will not be exchanged or refunded, and the packages or t + Tickets loaded on it will not be refunded or replaced.
To travel, you will therefore have to buy a Navigo Easy card for € 2, then buy and re-load the desired tickets.

Your ticket is lost or stolen

In the event of loss or theft, the Origin / Destination, Mobilis, Paris Visite, and Ticket t + tickets and ticket packs are neither refundable nor exchangeable.

Did You Know?

€ 50 is the price to pay for fraudsters who try to travel without a ticket or with an uncomposted ticket. And if they don’t pay immediately, they are charged an additional application fee.

Find out more about the rules to follow when traveling in Île-de-France

The smartphone on which your titles are loaded is lost or stolen

The after-sales service is exclusively carried out on the SNCF App.
No reimbursement is made at the counter.