How To Get A Refund If Your Touch ‘n Go Card Is Lost, Faulty, Or Expired

You’re rushing to work, tapping your Touch ‘n Go card at the toll booth, when suddenly you realise the card is missing. Or maybe you pull it out one day only to find it has expired. For most people, the first thought is that the balance inside is gone for good.

The good news is that the balance doesn’t just vanish. With the right steps, users can recover the amount through Touch ‘n Go’s online refund system.

When Refunds Are Allowed

Touch ‘n Go allows users to request a refund of the remaining balance in situations such as:

• Lost or stolen card.
• Expired or deactivated card.
• Damaged or faulty card (for example, chips not working).
• Incorrect charges (such as being overcharged at a toll gate).

If the card is not registered, any balance stored is considered lost and cannot be recovered.

Step 1: Register Your Card First

Registration is compulsory if you want to be eligible for refunds later. To register a card:

1. Go to the Touch ‘n Go Portal.
2. Log in with your account details.
3. On the left-hand menu, select “Cards and Charms.”
4. Click “Add Card(s) and Charm(s).”
5. Enter your card’s 10-digit serial number (printed on the card).
6. Press “Submit.”

Once a card is registered, you can file refund requests through the same portal.

Step 2: Filing a Refund Request

If your card is lost, expired, or faulty, follow these steps:

1. Log in to the Touch ‘n Go Portal.
2. Click “Refund” on the left-hand menu.
3. Select “Refund Request.”
4. Choose one of the refund categories:
   
   • Card Termination (for lost, stolen, expired, or faulty cards).
   • Missing Value (if balance was deducted wrongly or not updated).
   • Overcharged – Penalty (for toll/transaction overcharges).
5. Enter your card serial number.
6. For Card Termination, you’ll be asked to pick a reason, such as:
   
   • Lost.
   • Stolen.
   • Voluntary termination.
   • Dormant card.
   • Faulty chip.
   • Expired card.
7. Add details in the Remarks box if necessary.
8. Choose how you want the money refunded:
   
   • Bank account.
   • DuitNow transfer.
   • TnG eWallet.
9. Tick the agreement box and press “Submit.”

Step 3: Processing and Timeline

• Refund requests are processed within 14 working days.
• Refunds are completed within 30 days from the date of request.
• An email notification will be sent once the refund is approved.

If the card was reported stolen, only the balance available on the date of the refund request will be returned. Any transactions made after the theft will not be recoverable.

Important Things To Note

• Register Early: If your card isn’t registered before it’s lost, expired, or stolen, you cannot claim back the balance.
• Keep Serial Numbers: Take note of your card’s serial number in case the physical card goes missing.
• Refund Isn’t Instant: Allow up to 30 days before the balance is returned.
• Refund Destination: You can choose bank, DuitNow, or TnG eWallet.

Users are encouraged to keep their card details and related information handy, as this will make the refund request smoother in cases of loss, theft, or expiry.