How do I report the loss or theft of my Navigo imagine R pass and get a new one?

Updated on Jun 24 2024

If you have lost or had your Navigo imagine R pass stolen, you can:

go directly to the carriers' sales agency, to certain RATP counters or to the Navigo SNCF Services Ticket Office where a new Navigo imagine R pass will be given to you immediately. The holder of the Navigo imagine R pass will have to present proof of identity. A third party on behalf of the holder of the Navigo imagine R pass must present his proof of identity and that of the holder of the Navigo imagine R pass, as well as a power of attorney signed by the latter;
Locate the sales agencies, RATP club counters and Navigo SNCF Service Counters
contact the imagine R Agency on 09 69 39 22 22 from Monday to Friday from 8 am to 8 pm or Saturday from 9 am to 8 pm (non-surcharged call). Your new Navigo imagine R pass will be returned to you within 10 days (excluding weekends and public holidays);
Log in to your personal space and click on the link "Report the loss or theft of my pass". Your Navigo imagine R pass will be deactivated immediately. The new pass will, according to your choice, either be sent by post within 10 days (excluding weekends and public holidays) or made available immediately at a Carriers' sales agency, certain RATP counters or at the Navigo SNCF Services Ticket Office on presentation of proof of identity.

In the event of loss or theft, the Navigo imagine R pass will be replaced, with the application of non-refundable replacement fees except in the case of racketeering or aggravated theft.

More details here on the fees charged for the replacement of the Navigo pass. If your contract is debited, the fees will be automatically deducted from your bank account.

Remanufacturing is free of charge in the case of racketeering or aggravated theft, on presentation of a copy of the receipt of the complaint to the police or gendarmerie.

GOOD TO KNOW:

In case of loss/theft of your pass, if a Day pass is loaded on it*, it cannot be replaced, you must buy a new one. The Navigo Day pass may be refunded in accordance with the T&Cs of the Navigo Day pass.

If the Navigo imagine R pass that has been declared lost or stolen has been found, within 10 days, you can ask the imagine R Agency for reimbursement of the remanufacturing costs and the tickets acquired by post. The request for reimbursement of the remanufacturing costs must be accompanied by the Navigo imagine R pass found within this 10-day period.

*A Navigo Day pass can only be loaded onto a Navigo imagine R pass if it does not hold an imagine R pass.