The slightest split or bend can affect the aerial and chip that runs through the card, stopping the pass from registering on card readers on public transport.

If your pass is damaged, you will need to pay £14.35 for a replacement. Scroll down to find out how to get a replacement. 

If your pass is deemed to be faulty, you will receive a refund for the replacement pass fee. 

If you believe your pass to be faulty, here is what you need to do: 

1. Pay the replacement fee of £14.35 for a new pass. Scroll down to find out how to get a replacement. 
    
2. Keep hold of your faulty pass until your replacement arrives. 
   - At the discretion of the transport operating staff and TfL, you may still be able to travel with your faulty pass until your new one arrives upon visual inspection. You may also be asked for an additional proof of identity.
    

3. Once you receive your new pass, you have 10 working days to send your faulty pass to us for inspection. 
   Send your old pass to:

   Freedom Pass
   PO Box 6618
   Arbroath
   DD11 9AT
    

4. Once your old pass has been tested, if it deemed as faulty, you will receive a £14.35 refund. If your pass is found to be damaged rather than faulty, you will not receive a refund.