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Exchange / return

What to do if your ticket is defective

Defective Unified (Yediniy), Unlimited-ride Unified (Yediniy), and 90 Minute tickets

If a Unified (Yediniy) ticket with a definite number of rides or 90 Minute ticket is defective, passengers should contact any Metro ticket office or automated Mosgortrans kiosk depending on where they purchased the ticket.

Automated Mosgortrans kiosks will accept any defective Unified and 90 Minute tickets in exchange for a newly issued ticket as long as they are physically undamaged, still current, and have rides remaining on them. Locations of automated Mosgortrans kiosks can be found at http://www.mosgortrans.ru

Passengers who purchased their defective Unified or 90 Minute tickets at a Metro ticket office may have them replaced by taking the physically undamaged ticket to the Metro ticket office and completing a written replacement request. The defective ticket will remain with the passenger and a new ticket with the unused rides will be issued to the passenger at the Moscow Metro Passenger Agency or one of its affiliates within three working days.

Defective one-day Unlimited-ride Unified tickets can be exchanged at any Metro ticket office.

Defective 30-, 90-, and 365-day Unlimited-ride Unified tickets will be accepted at any Metro ticket office or automated Mosgortrans ticket kiosk and sent to Mosgortrans for evaluation and restoration. The restored ticket will be returned to the passenger within five days at the same station or kiosk where it was accepted for evaluation. While the ticket is being restored the passenger will be issued a temporary ticket with five days’ validity in accordance with the procedure established by the transport operator.

How to find the Passenger Agency of Mosgortrans:

Second floor of the annex building attached to the southern vestibule of the Krasnye Vorota Metro station.
Directions via Metro: Take the red line to station Krasnye Vorota. Exit closest to the last car (if coming from the city center). Upon exiting the Metro turn left.
Open hours: Monday to Friday 8am – 8pm (no lunch break); Saturday, Sunday and public holidays 8am – 8pm (closed for lunch break from 1pm-2pm).
Telephone: +7 (495) 688 02 61

Moscow Metro Passenger Agency Branch No. 1 is located in the street-level pavilion between the exits of the underground pedestrian passageway that connects to the southern vestibule of Altuf’evo Metro station.
Directions via Metro: Take a grey line train to station Altuf’evo. Exit closest to the last car (if coming from the city center).
Telephone: +7 (495) 684 97 43

Moscow Metro Passenger Agency Branch No. 2 is located in the pavilion adjacent to Kashirskaya Metro station’s northern vestibule, to the right of its exit.
Directions via Metro: Go to station Kashirskaya and take the exit closest to the last car (if coming from the city center).
Telephone: +7 (495) 622 23 18
Open hours: Monday to Friday from 8am-8pm (no break for lunch); closed Saturday, Sunday, and public holidays.

If a passenger wants to return a Troika card and receive back his deposit

Upon returning the Troika card the passenger will receive his 50 ruble deposit. Troika cards must be returned to the ticket office where they were purchased, either at a Metro station or an automated Mosgortrans kiosk.

Important! Cards should be returned with no remaining credit on them as any remaining credit will not be refunded. Only the 50 ruble deposit will be returned. It should be noted that the deposit will only be returned if the card is in working order. Defective cards are not eligible for refund.

Defective Troika Transport Card

In the case of a defective Troika card passengers should refer to any Metro ticket office or automated Mosgortrans kiosk, depending on where the card was purchased.

If the defective Troika card was purchased at a Metro ticket office then it should be returned to any Metro ticket office for a preliminary evaluation of the card. If the card is unreadable then the passenger will be directed to an automated Mosgortrans kiosk or the Mosgortrans Passenger Agency where the card will be further evaluated and restored. The Metro will accept the Troika card for evaluation only if an encryption examination returns a “sale incomplete” message or the cashier’s workstation printer fails to produce an information printout sheet. The cashier will inform the passenger of the results and will propose completing an application for examination and card recovery. The defective card will need to be included together with the application. The passenger will be provided with an application receipt in exchange for the card. The card will then be sent to Mosgortrans for evaluation. In 10 days’ time, upon presentation of the application receipt to the same ticket office where the card was returned, the passenger will be given the restored Troika card.

If the passenger is responsible for damaging the Troika card, he can purchase a new card at a Metro ticket office or automated Mosgortrans kiosk and the balance can be transferred to the new card at the Mosgortrans Passenger Agency.

On the other hand, if the malfunctioning Troika card was purchased at a Mosgortrans kiosk, then it should be returned to an automated Mosgortrans kiosk for it to be evaluated and restored. The passenger is required to complete an application for the card to be refunded. The defective card should be included with his application. The passenger will be given an application receipt in exchange for the card and will receive the Troika card from the same ticket office in five days.

If the passenger was responsible for damaging the Troika card then he can purchase a new card and the balance can be transferred to a new card at the Mosgortrans Passenger Agency.

Address of the Mosgortrans Passenger Agency: Raushskaya Naberezhnaya, d. 22/21, bldg. 1. (Novokuznetskaya Metro station). Open hours: Monday to Thursday from 8:30am-4:30pm, Friday 8am-3:30pm (closed for lunch from 12pm to 12:45pm); closed Saturday, Sunday and public holidays.

Mosgortrans Passenger Agency Branch No. 2: Ul. Lesnaya, d. 20 (Belorusskaya Metro station, ring line). Open hours: Monday to Sunday from 8am-8pm (closed for lunch from 12pm to 1pm). Telephone: +7 (499) 978 04 28

Mosgortrans Passenger Agency Branch No. 3: Town of Zelenograd, 1st Zapadny Proyezd, d. 11, bldg. 1, (on the territory of the Zelenogradsky Avtokombinat). Open hours: Monday to Sunday from 8am-8pm (closed for lunch from 12pm to 1pm).

Lost cards cannot be returned except in the case of student cards and Universal Electronic Cards. (This usually applies to only Russian citizens).

If a TAT (trolleybus, bus, tram) ticket is defective

If a TAT ticket is defective the passenger should appeal to a Mosgortrans ticket kiosk. The passenger must submit a written application which includes the defective ticket which are sent for evaluation. He may receive another TAT ticket from the same ticket kiosk in five days.

In the case of a defective Unlimited-ride 90- or 365-day ticket passengers should refer to an automated Mosgortrans ticket office. After the defective ticket is registered the passenger may write a statement and submit the ticket for evaluation. The passenger will be issued a temporary ticket valid for five days, after which his restored ticket will be returned.

If a student ticket or Universal Electronic Card are lost or damaged

Remember that this question only affects Russian citizens and registered full-time students at Russian universities.

Restoration of funds for traveling on surface transport should take place at Mosgortrans Passenger Agencies. The passenger must provide the receipt for his social card (if it has been lost), a passport, and the receipt for the surface transport services that have been added to his card.

Defective student cards that have not been physically damaged are accepted for evaluation at any Metro station. After evaluation the restored card will be returned to the passenger in five days to the same station where it was accepted for evaluation. While the ticket is being evaluated the passenger will be issued with a five-day Metro ticket.

If it is not possible to restore the card the passenger must submit an application at a special Metro ticket office for a new card to be prepared. The list of eligible stations can be found in any Metro vestibule and on the Metro website. While the new card is being prepared the passenger will be issued a temporary Metro ticket if the old card had valid rides remaining.

In the case of a non-functioning Universal Electronic Card (also known as the Citizen ID card), a passenger should refer to any Metro ticket office or the Mosgortrans Passenger Agency where the card will be tested. Depending on the type of ticket of that was registered on the card, the passenger will be issued either a temporary ticket valid for five days while the card is being restored (in the case that an Unlimited-ride ticket for 30, 90 or 365 days was registered on the card) or the passenger will be offered to have the previous service restored on a newly reissued Citizen ID card (in the case that the card was equipped with a Unified (Yediniy) ticket with limited rides, 90 Minutes or Troika card). If the holder of the Citizen ID card is a student or benefits recipient, the procedure is the same as for social card/student card. The passenger is then directed to take the defective card to one of the places cards are issued: http://uec.mos.ru/uek/ecard/ways_of_applying/

Address of the Mosgortrans Passenger Agency: Raushskaya Naberezhnaya, d. 22/21, bldg. 1 (Novokuznetskaya Metro station). Open hours: Monday to Thursday from 8:30am-4:30pm, Friday 8am-3:30pm (closed for lunch break from 12pm to 12:45pm); closed Saturday, Sunday and public holidays.

Mosgortrans Passenger Agency Branch No. 2: Ul. Lesnaya, d. 20 (Belorusskaya Metro station, ring line). Open hours: Monday to Sunday from 8am-8pm (closed for lunch from 12pm to 1pm). Telephone: +7 (499) 978 04 28

Mosgortrans Passenger Agency Branch No. 3: Town of Zelenograd, 1st Zapadny Proyezd, d. 11, bldg. 1, (on the territory of the Zelenogradsky Avtokombinat). Open hours: Monday to Sunday from 8am-8pm (closed for lunch from 12pm to 1pm).

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