U-Pass refund request
If you are a U-Pass subscriber and were required to pay a fare on OC Transpo on or after September 1, 2024, you can request a refund by following the steps below. Note that cash fares paid on buses are not eligible for a refund. Our staff will follow up with you to provide proof of payment as well as proof that you are an eligible U-Pass holder. We apologize for the inconvenience and appreciate your patience as we work to quickly resolve the issue affecting some U-Pass cards.
If you paid with:
O-Payment
Payment with credit card or debit card on a bus or at a faregate
1 Visit the online OC Transpo Customer Feedback form
2 Select Category “Request” and fill in the required contact information.
3 Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
4 Under “Regarding”, select “Fares” and “Other Fares”
5 Enter the following information in the Details box:
- On the first line, type “U-PASS REFUND REQUEST”
- On the 2nd, type the amount of fare you paid
- On the 3rd line, type “O-Payment” and the Service Reference ID. This is a code that can be found on the student’s bank or credit card website). For credit cards, they start with OCT*, for debit they may start with a * (See examples below)
Example:
U-PASS REFUND REQUEST
$3.80
O-Payment OCT*E0ZKJ1J6R9ZJZR
Please make sure you include all the required information so that your refund request can be processed.
Presto Card
1 Visit the online OC Transpo Customer Feedback form
2 Select Category “Request” and fill in the required contact information.
3 Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
4 Under “Regarding”, select “Fares” and “Other Fares”
5 Enter the following information in the Details box:
- On the first line, type “U-PASS REFUND REQUEST”
- On the 2nd, type the amount of fare you paid
- On the 3rd line, type “Presto” and your Presto card number. The number can be found on the back of your Presto card:
Example:
U-PASS REFUND REQUEST
$3.80
Presto 312401 0111 2222 333
Please make sure you include all the required information so that your refund request can be processed.
Ticket purchased at a Ticket Machine
1 Visit the online OC Transpo Customer Feedback form
2 Select Category “Request” and fill in the required contact information.
3 Enter the date and approximate time the fare was paid. (If multiple fares were paid, please create multiple Feedback requests)
4 Under “Regarding”, select “Fares” and “Other Fares”
5 Enter the following information in the Details box:
- On the first line, type “U-PASS REFUND REQUEST”
- On the 2nd, type the amount of fare you paid
- On the 3rd line, type “Ticket Machine” and the ticket machine number shown at the top of your ticket:
Example:
U-PASS REFUND REQUEST
$3.80
Ticket Machine 60082