Having an issue with your myconnect card?
Refunds
Apply for refunds
If you think you have been charged incorrectly for your travel, you can complete the form below and we’ll investigate. You will need to submit a mini-statement along with your application, which can be obtained from any station kiosk.
Redeem refunds
Once your refund application is approved, you can visit any station info terminal to redeem your refund in just a few steps.
- Tap your myconnect card at a station info terminal. A pop-up message will appear: “Top up available. Please tap again to apply.”
- Tap your card again at the info terminal to apply the refund. A success message will appear at the bottom of the screen: “Top up has been applied.”
- Your refund is now loaded onto your card and ready for use.
Please note that if your refund was approved before 28 March 2026 you may still be required to redeem your refund from zone 2 Civic Centre station.
Passengers who still have approved refunds they have not yet redeemed can follow the steps above to redeem their refunds at any station info terminal from Saturday 28 March 2026.
Report a lost or stolen card
If your myconnect card has been lost or stolen, please report it as soon as possible:
- Call the Transport Information Centre on 0800 65 64 63
- Email transport.info@capetown.gov.za
- Visiting any MyCiTi station kiosk
Once reported, the card can be hotlisted to prevent unauthorised use, and you may apply for a replacement card immediately. To process your request, you will need to provide your passenger and card details.
The replacement card fee is R30.
If there is any remaining value on your lost or stolen card, you may apply to have the funds transferred to your new card, subject to verification.
Replace an expiring card
The older bank-issued myconnect cards have an expiry date. You can replace your expiring card up to 3 months before it expires and transfer any remaining value from your expiring card to your new card. If your card has already expired, you can still replace your card and have the value transferred.
Replace a faulty myconnect card
If your myconnect card is not working, you may apply for a replacement card.
If the fault is caused by a system error, your replacement card will be issued free of charge. If the card has been physically damaged, the replacement fee will be charged according to the current tariff for a new card.
Any remaining value on your faulty card will be transferred to your replacement card. If the card cannot be read, please allow up to 10 working days for the Mover value to be transferred.
To replace a faulty card, complete the form below and submit it at any MyCiTi station kiosk or email it to transport.info@capetown.gov.za.
Online Refund Services
Apply for a Refund
If you believe you have been charged incorrectly, you can apply for a refund online through the MyCiTi Refunds Portal.
How it works:
- Complete the online application.
- Upload the required supporting documentation.
- Receive a reference number by SMS and email.
- Your application will be investigated.
- You will receive the outcome within 30 days by SMS and email
If your refund is approved, you can redeem it by tapping your myconnect card at any station information terminal and following the prompts.
Lost/Stolen Cards
If your myconnect card has been lost or stolen, please report it as soon as possible:
- Call the Transport Information Centre on 0800 65 64 63
- Email transport.info@capetown.gov.za
- Visit any MyCiTi station kiosk
Once reported, the card will be hotlisted to prevent unauthorised use, and you may apply for a replacement card immediately. To process your request, you will need to provide your passenger and card details.
You can also transfer of any remaining value to a replacement card.
The replacement card cost: R30.
Important: Transactions may still occur on the card. The City cannot be held responsible for any value used before the transfer is completed.
Card Services at Kiosks only
Expired or expiring myconnect Cards
Visit a station kiosk to replace an expired or soon-to-expire card. A replacement fee of R30 applies.
The older bank-issued myconnect card have an expiry date. You can replace your expiring card up to 3 months before it expires and transfer the value from your expiring card to your new card. If your card has already expired, you can still replace your card and have the value transferred.
Replace a faulty myconnect card
If your myconnect card is not working, you may apply for a replacement card and transfer any remaining value to the new card.
- If the fault is caused by a system error, your replacement card will be issued free of charge.
- If the card has been physically damaged, the replacement fee will be charged according to the current tariff for a new card.
- If the card cannot be read, please allow up to 10 working days for value to be transferred.
Complete the form below and submit it at any MyCiTi station kiosk or email it to transport.info@capetown.gov.za