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

Reporting loss or theft, and obtaining a new pass

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

• go directly to the carriers' sales agency, to RATP points of sale or to the Navigo SNCF Services Counters.
  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;
• contact the imagine R Agency on 09 69 39 22 22, Monday to Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 8 p.m. (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 :
  "My Navigo">> Select the pass concerned >> in the "A problem with my transport pass?" section at the bottom of the page, click on "Loss or theft".
  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, at RATP points of sale or at Navigo SNCF Services Ticket Offices on presentation of proof of identity.

Price of a new pass

In the event of loss or theft, the Navigo imagine R pass will be replaced, with a replacement fee of €15 applied.

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

If your contract is debited, the fees will be automatically deducted from your bank account.

Good to know

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

If you have found your Navigo imagine R pass that has been declared lost or stolen, you can ask the imagine R Agency for reimbursement of the remanufacturing costs and the tickets acquired within 10 days 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, Week or Month pass can only be loaded onto a Navigo imagine R pass if it does not hold an imagine R pass.