What should I do if I haven't received my Navigo pass?

You have ordered a Navigo pass online or by mail and you have not received it within the 21-day period.

To obtain a new Navigo pass free of charge as soon as possible, you have the option of declaring, from 21 days following receipt of your complete file by the Agency, that you have not received your Navigo pass at a RATP, SNCF or Optile sales agency or at a RATP counter or Navigo SNCF Services Desk.

You also have the option of making a declaration of non-receipt of the pass online from your Personal Space by clicking on "Declare the non-receipt of my card" or by post, e-mail or telephone to the Navigo Agency. A new pass will be sent to you by post within 10 days (excluding weekends and public holidays).

Navigo Agency

95905 Cergy Pontoise Cedex 9

Phone : 09 69 39 22 22

(non-surcharged call from Monday to Friday from 8 a.m. to 8 p.m. or Saturday from 9 a.m. to 8 p.m.)