Losing your Arc card or transit pass can happen to anyone, but the actions you take in the first few minutes after discovering the loss can greatly affect your ability to recover the document, protect your funds, or obtain a new one. In Edmonton, the Edmonton Transit Service (ETS) has a comprehensive system in place to assist passengers who have lost their transit passes. This article details all possible scenarios, from finding a lost Arc card on the LRT or bus to the procedure for obtaining a new ticket and protecting your funds.
Understanding how Edmonton's lost and found system works, which numbers to call, where to go, and what documentation is required helps turn an unpleasant situation into a manageable problem. It's also important to know that it's much easier to prevent loss if you register your Arc card on the myarc.ca website in advance, as this protects your funds and automatically transfers your balance to a new card.
1. First steps: what to do in the first few minutes after losing your card
Once you realize you have lost your Arc card or ticket, it is important not to panic and to take a few simple steps immediately. The speed of your response greatly affects the likelihood of recovering your document or protecting your funds. If you have lost your ticket on a bus or LRT, the first thing you should do is speak to the bus driver or LRT station staff as soon as possible. Many passengers nearby may have noticed the lost item and handed it in to a transport employee.
If you lost your Arc card at an LRT station, try to reach station staff immediately. Some stations have security or staff who can help you search for your belongings as soon as possible. Some passengers who lost their belongings on the LRT have successfully found them by immediately returning to the station and talking to cleaners or staff. Time is critical, as items only remain at the location where they were lost for a short time before being entered into the lost property system or discarded.
If you are sure you have lost your ticket on a specific bus route, try to catch the next bus on the same route from the same stop. Drivers on the same line often know each other, and the previous driver may pass the lost item on to the next one. But this only works if you know the exact route number and specifically aim to catch the driver on the same day.
2. How a registered Arc card saves you from losing money
The most important tip for all Arc card users in Edmonton is to be sure to register your card on the myarc.ca website. This simple procedure is one of the most important factors in protecting your funds in case of loss.
When an Arc card is not registered, it is just a regular payment card with no link to your identity in the system. If it falls into the hands of another person, that person can freely use all the funds remaining on the card. In addition, if the card is lost before you have time to report it to the Arc call center, another person can simply spend your entire balance.
However, if the card is registered at myarc.ca, everything changes. When you register, you link the card to your account, add your personal information, contact details, and payment methods. This creates a link between the physical card and your identity in the system. When you contact the Arc call center to report a lost or stolen card, the service can instantly block the card in the system, meaning it will no longer accept payments.
When registering your card, you will need to provide your account number (located on the back of the card) and a three-digit PIN (located on the front). This two-factor authentication ensures the security of your account. In addition, once the card is registered, you can easily download the Arc mobile app to your smartphone and check your balance, transaction history, and account management in real time.
It is important to understand that registering your Arc card is completely free and does not require any additional payments. This is one of ETS's most valuable services, protecting you from financial loss in the event of loss, theft, or damage to your card. According to ETS, registering your card ensures that your balance or funds will be transferred to a new replacement card.
3. Lost card report: the blocking process
Once you realize you have lost your Arc card, the next critical step is to immediately contact the Arc call center to report your lost or stolen card. This must be done as soon as possible, because the sooner the card is blocked, the less risk there is that someone else will spend your funds.
Arc call center phone number: 1-888-302-0001
When you call this number, a call center representative will ask you to provide detailed information about your lost card. You will be asked for your card number, current balance, and possible circumstances of the loss (e.g., where you think the card may have been lost, on which bus or LRT). If your card is registered, the process will be much faster, as the system already has your personal information.
Immediately after your call, the Arc call center will take the following actions:
Blocking the card: The card will be instantly blocked in the system. This means that if someone tries to use your card to pay for travel, the system will not allow the transaction. An error message will be displayed on the bus and LRT validators, and the payment will not be accepted.
Transferring funds to a new card: If your card was registered and had a balance, the Arc call center will inform you that the entire balance or funds will be transferred to a new card. This process may take some time depending on how the card was registered and the amount in the account.
In addition, the Arc call center may offer you options for replacing your card. You will be told about two options for delivering your new card: regular delivery by mail or expedited service at a personal service center.
4. Obtaining a replacement card: two options
Once your original card has been blocked and your balance is protected, the next step is to get a new Arc card. ETS offers two main options for this, and the choice between them depends on how urgently you need a new card.
Option 1: Delivery by mail (5-10 business days)
The standard option for obtaining a new Arc card is to have it mailed to your address. When you report your lost card to the Arc call center, you will be asked to provide your current mailing address. The new card will be sent via Canada Post to the address you provide.
Delivery time is typically 5 to 10 business days, depending on Canada Post's current workload and the proximity of your address to the distribution center. However, it is important to note that in the event of strikes or delays in postal services (such as the Canada Post strike that occurred in December 2024), delivery may be delayed.
The cost of delivery by mail is usually included in the price of the new card. When the card arrives, it will have your previous balance already loaded onto it. However, you will need to reactivate the card in your account at myarc.ca for the recognition system to function fully.
Option 2: Expedited replacement at the service centre (up to 24 hours)
If you need a new Arc card immediately, you can visit the Edmonton Service Centre, located on the 2nd floor of the Edmonton Tower. There, you can get a new card on the same day or within 24 hours.
Edmonton Service Centre address:
Edmonton Tower 2nd Floor 10111 104 Avenue NW Edmonton, AB T5J 0J4
Hours of operation:
- Monday-Friday: 8:00 AM - 4:30 PM
- Closed on weekends and holidays
When you come to the Service Centre, you will need to:
- Provide your personal details and information about the lost card
- Provide proof of identity (preferably photo ID)
- Fill out a loss report form
- Pay for a new Arc card
The cost of a new Arc card is $6. This is the same price as purchasing a regular card. It is important to understand that replacing a lost card does not cost more than purchasing a new one.
However, it is worth noting that in some cases (for example, for University of Alberta students), card replacement may be free if you contact the authorized representatives of your educational institution rather than ETS directly.
5. Searching for a lost card through the Lost and Found system
Even if you have already called the Arc call center and blocked your card, you should still check to see if your lost card is in the ETS Lost and Found. Some cards are found on buses or at LRT stations and are handed over to the lost and found system by staff.
ETS Lost and Found phone number: 780-496-1622
It is important to know that Lost and Found updates its database within one day. If you lost your Arc card on Friday evening, Lost and Found will be closed until Monday (as it is closed on weekends). In this case, the best time to call is Monday after 12:00 p.m. (noon), when all items found over the weekend will have been cataloged and entered into the system.
When calling Lost and Found, it would be helpful to have the following information:
- Detailed description of the card: color, condition, any visible marks or damage
- Date of loss: the exact date you lost the card
- Route or vehicle number: if you lost the card on a specific bus or LRT, please provide the route number or station
- Your contact information: phone number and email address
Lost and Found keeps lost items for a maximum of 30 days. If you do not report your lost card within this time, it may be disposed of or donated to charity.
How to retrieve your card from Lost and Found
If Lost and Found has found your card, you must pick it up in person or through an authorized representative at the Edmonton Service Center. You will need to:
- Bring a form of identification (preferably photo ID)
- Provide the information that Lost and Found gave you over the phone
- Sign the acceptance form
If you are unable to come in person, you can authorize someone else to pick up the card on your behalf. That person must bring photo identification, a note from you authorizing them to pick up the card, and the claim information provided to you by the service.
6. Paper tickets: can they be replaced if lost
Unlike the Arc card, paper tickets and day passes have much more limited options for replacement if lost. This is important to understand because many passengers under the old system counted on the possibility of replacing paper tickets.
⚠️ Important information about lost paper tickets: ETS does not replace lost or stolen paper tickets or day passes. This means that if you bought 10 tickets at once in the form of a ticket strip and lost the entire strip, you lost all the money you invested in them.
The only way you can get compensation for lost paper tickets is if the tickets have an expiration date that allows them to be exchanged. According to ETS policy, paper tickets with an expiration date can be exchanged for new tickets at the Edmonton Service Centre within the first 30 days after the expiration date.
However, this does not provide protection against loss before the expiration date. If you lose your ticket before its expiration date, you will need to purchase new tickets at full price. To do this, you can:
- Purchase new tickets at any of the 300 ETS retail partners
- Buy tickets online at the ETS website and wait for delivery by mail
- Purchase an Arc ticket from vending machines at LRT stations
- Visit the Edmonton Service Center to purchase tickets
This is one of the main reasons why ETS recommends switching to the Arc card: the Arc card provides comprehensive protection for your funds in case of loss, while paper tickets do not offer this protection.
7. Cost of replacing an Arc card and possible additional fees
When ordering a new Arc card to replace a lost one, the cost is $6, which is the standard price for a new card with no additional fees. ETS does not impose a “replacement fee” or “loss fee” as some other systems may do.
However, it is important to understand that this applies to the physical card itself. If your lost card had a balance and you requested that this balance be transferred to the new card, the balance will also be transferred at no additional charge.
If your Arc card was upgraded, meaning it had a special fare structure (e.g., Student fare, Youth fare, Senior fare), you will need to reactivate that fare structure on your new card. This also does not require any additional payments—it is simply an administrative procedure through myarc.ca or by requesting it from the Arc call center.
If you use U-Pass through the University of Alberta, MacEwan University, NAIT, or NorQuest College, please note that when replacing your Arc card in case of loss, you will not be charged a replacement fee for U-Pass. Unlike the old sticker system, the new Arc U-Pass system does not require a card replacement fee — you simply need to activate your U-Pass on your new card through your student account.
8. Protection through Arc regional integration
One of the valuable features of the Arc card in the context of loss is that the Arc system is regional. Your Arc card works not only in Edmonton, but also in neighboring municipalities:
- St. Albert
- Strathcona County
- Beaumont
- Fort Saskatchewan
- Spruce Grove
If you lose your card in one of these areas, you can contact your local lost and found service or contact the Arc call center to block your card.
The regional format means that if you travel between different areas, the risk of losing your card may be greater, but the system also provides more comprehensive coverage. If you lose your card, it will be blocked in all six regions, not just Edmonton.
9. Preventive measures: how to minimize the risk of loss
Although anyone can lose their Arc card or ticket, there are several preventive measures that can significantly reduce this risk.
Register your Arc card
This is the most important preventative step. Registering your card at myarc.ca only takes a few minutes, but it provides complete protection for your funds and makes replacement easy. Once your card is registered, you will also be sent two-factor authentication settings for your account, making it even more secure.
Regular balance checks
Check your Arc card balance regularly via myarc.ca or the mobile app. If you notice unusual charges or a decrease in your balance that cannot be explained by your normal activity, this may indicate that your card has been stolen and is being used by someone else. In this case, contact the Arc call center immediately.
Secure card storage
Although it sounds obvious, keep your Arc card in a safe place, such as a wallet that you always carry with you. Do not leave your card unattended on bus seats or in places where it can easily be lost. If you have a home bag or work briefcase where you usually keep your documents, it is much safer than carrying your card in your back pocket.
Considering alternatives for travel
In 2026, ETS plans to introduce a “tap to pay” feature with credit and debit cards, as well as Apple Pay and Google Pay. If you connect Arc to your mobile wallet, you can pay for your fare by simply showing your smartphone, without having to carry a physical card. This can reduce the risk of loss.
10. Process for specific scenarios: appropriate actions
Depending on where you lost your Arc card or ticket, the procedures may vary slightly. Let's look at specific scenarios and the recommended actions for each.
Lost on the bus
If you are sure you lost your Arc card on the bus, the first step is to talk to the bus driver before getting off. Drivers usually collect lost items in a special place. If the card is not with the driver, ask for the route number and the exact GPS address of the route. If possible, try to get on the next bus on the same route and ask the driver to check the seats for the card.
If you don't find your card right away, contact ETS Lost and Found at 780-496-1622 on the same day, if possible, or do so the next morning after 12:00 p.m. (noon). Provide the route number and bus number, the time you were traveling, and the exact address of the stop where you got off. All of this will help the service locate your item more quickly.
Loss on the LRT or at an LRT station
The LRT network is smaller than the bus network, but lost items are still often found. If you lose your card on an LRT train or at a station, notify LRT staff immediately. Many stations have security personnel or staff who can help. Staff can immediately search the areas around where you were.
If you are on the Valley Line LRT (including the Valley Line Southeast, which is new and extends throughout the city), the process for lost items is the same as for other lines. Call 780-496-1622 or fill out the online form at edmonton.ca/lostandfound.
Lost at home or elsewhere
If you lost your Arc card not on public transit, but at home or elsewhere, the process is slightly different. In this case, you do not need to contact ETS Lost and Found, as the card will not be there. Instead, you should immediately contact the Arc call center at 1-888-302-0001 to block your card and order a new one. If the card was registered, your balance will be protected.
11. Online form for reporting lost items
In addition to calling ETS Lost and Found, you can also fill out an online form on the ETS website. This is an alternative way to report a lost card for recording in the system. The online form usually takes less time than waiting for a call, especially if the service is busy.
Web address for the online lost property form: edmonton.ca/lostandfound
On this website, you can:
- Fill out a detailed form about the lost item
- Provide your contact information
- Describe the card or ticket
- Note the date and location of the loss
- Attach a photo (if necessary)
Once you submit the form, Lost and Found will receive your information in their system and will contact you if your item is found.
12. What to do if you are accused of fare evasion
In very rare cases, some passengers who have lost their Arc card or ticket may be stopped by Transit Peace Officers and accused of fare evasion. This can happen if a Transit Peace Officer checks your proof of payment and you cannot present a valid ticket or Arc card.
If this happens, the most important thing is to remain calm and polite. Explain that you have lost your Arc card and have just contacted the Arc call center to block it. If you can provide the number of phone calls you made (some phones keep call records), this will help prove your story. There is a chance that officers will understand the situation and will not issue a fine, especially if you can show your smartphone record of registering your Arc card on myarc.ca.
However, if you receive a fare evasion fine, do not engage in stressful conversations on the spot. Instead, contact ETS Customer Care the next day, explain the situation, and file a written complaint about the unfair fine. Your previous Arc card registration, call log to the Arc call center, and documentation of the loss can be used as evidence of your innocence.
13. What to do if your Arc card has been stolen (not just lost)
In some cases, your Arc card may have been stolen, not just lost. If you suspect that your card has been stolen, the procedures are a little more serious.
Immediate steps:
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Contact the Arc call center (1-888-302-0001) — report the theft, not just the loss. The service will immediately block the card.
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Contact your local police — if you are certain that your card has been stolen, consider filing a report with the Edmonton Police Service. You can do this online through their website or by visiting your nearest police station. The police number for non-emergency reports is 780-423-4567.
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Provide the police report to the Arc call center — if you have filed a report with the police, you will be given a report number. Provide this number to the Arc call center to show that the theft has been officially reported.
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Monitor your payments — in case the thief was able to use the card before it was blocked, check your regular payment statements and expense reports on your Arc account.
In the event of theft, the card replacement and balance refund procedure is exactly the same as for normal loss, but documentation of the theft can help if there are disputes about unauthorized transactions.
14. The future: similar scenarios in the tap-to-pay system
In 2026, when ETS introduces tap-to-pay via Apple Pay and Google Pay, some aspects of card loss will change. If you pay with your smartphone, losing your Arc card will be less critical, as you will still be able to use your smartphone.
However, this means that you will need to protect your smartphone in the same way that you protect your Arc card. If your smartphone is lost or stolen, the person who finds it can use Apple Pay or Google Pay to pay for travel (unless the feature is locked with a PIN code). However, this is a different set of problems and solutions than losing an Arc card.
The next step is the Arc mobile app, which will allow you to manage your Arc account directly from your smartphone and may even make the physical card unnecessary. When this app is released, the lost card system will be integrated with the mobile security of your smartphone.
15. When to contact different services: contact information cheat sheet
To make it easier for you to find the right service when you lose your Arc card or ticket, here is a complete contact information cheat sheet:
| Service | Phone Number | Address | Best for |
|---|---|---|---|
| Arc Call Center | 1-888-302-0001 | — | Card blocking, fund transfer, card replacement |
| ETS Lost and Found | 780-496-1622 | Edmonton Tower, 2nd Floor, 10111 104 Ave NW | Lost card search |
| Edmonton Service Center | 780-496-1622 (request) | Edmonton Tower, 2nd Floor, 10111 104 Ave NW | In-person card replacement within 24 hours |
| ETS Customer Care | 780-496-1622 or 311 | — | Complaints, fare evasion questions |
| Edmonton Police (non-emergency) | 780-423-4567 | Website or nearest police station | Report stolen Arc card |
| Online Lost and Found Form | — | edmonton.ca/lostandfound | Report lost item online |
Conclusion: be prepared
Losing your Arc card or transit pass in Edmonton is an unpleasant experience, but it doesn't have to be a disaster. The key to successfully resolving the issue is preparation and timely action.
The most important recommendation is to start by registering your Arc card at myarc.ca. This one action transforms a potential loss into a simple administrative inconvenience. When your card is registered, your funds are protected, and you can get a new card within days without losing any of your balance.
If you do lose your card, don't panic. Contact the Arc call center immediately at 1-888-302-0001 to block your card. Then, search for your card through ETS Lost and Found at 780-496-1622. If the card is not found, get a new card at the Edmonton Service Centre or by mail.
Although paper tickets do not have this protection, ETS's permanent transition to the Arc card means that more people will have access to these security measures. If you use public transportation in Edmonton frequently, the Arc card is not just a convenience, but an investment in your peace of mind and safety.
By understanding the process, keeping your Arc card safe, and registering it online, you can greatly reduce the risk of loss and make it much easier to deal with if it does happen.