If Your Go Pass and/or SmartPass Clipper Card is Lost, Stolen, or Damaged
If the Clipper card containing your Smart (formerly Eco) and/or Go Pass(es) is lost, stolen, or damaged, please notify our office immediately so we can deactivate your Smart and/or Go Pass(es).
Request a replacement pass
University or Hospital employees
In order to get a replacement Clipper Card pre-loaded with your Caltrain Go Pass and VTA SmartPass :
- Email a completed claim form to email@example.com
- Your Clipper Card will be available for pick up or mailed to you within 3 to 5 business days
Graduate students and postdoctoral scholars
In order to get a replacement Go Pass (not eligible for SmartPass replacement):
- Purchase a new Clipper Card online or at participating retail locations.
- Email a claim form to firstname.lastname@example.org.
Your Go Pass will be ready to use in 3 to 5 business days.
Replacement limits and fees (per calendar year)
In cases of ‘lost’ or ‘stolen’ passes, you are eligible for two free replacements of the Caltrain Go Pass and one free replacement of the VTA SmartPass per calendar year.
Replacement of ‘damaged’ passes (Clipper cards) is free and does not count against ‘lost’ or ‘stolen’ replacement limits.
Clipper charges $5 for each Clipper card issued. Please refer to the following chart for Go and SmartPass replacement fees:
|Clipper card||Go Pass||Smart Pass|
|Initial issuance of transit pass(es)||$0 (free)||$0 (free)||$0 (free)|
|First replacement||$5||$0 (free)||$0 (free)|
|Second replacement||No replacement||$0 (free)||No replacement|
|Third replacement||No replacement||No replacement||No replacement|
Please expect 3 to 5 business days to receive a Go Pass and/or SmartPass replacement
Please be aware that it can take up to 3 to 5 business days to load or mail a replacement Go and/or SmartPass. While you are waiting for your replacement, P&TS will not provide reimbursements for Caltrain or VTA fare except in cases where the Go Pass and/or SmartPass needs to be replaced because of a P&TS error.
Notify us when Clipper replaces your Go Pass
If you get a replacement Go Pass directly through Clipper, we strongly urge you to let us know your new Clipper card number so we can update our records. If we don’t have the new number, your Go Pass will not automatically renew the next time we load the Go Passes (which is done every four months: Jan. 1, May 1, and Aug. 1).
Register your Clipper card
You are encouraged to register your Clipper card in advance on the Clipper website. Although Stanford Parking & Transportation Services can deactivate your Go Pass and/or SmartPass, we are not able to protect cash value or other passes that you may have loaded on the card. By registering your Clipper card in advance, you can contact Clipper to deactivate your card to protect other products or value you may have on your card if it is lost or stolen.
Report your lost Clipper card
Even if you don't plan to use your Go Pass, please report your Clipper card as lost or stolen to protect yourself in the event of fraudulent use of your pass. Otherwise, you may be held responsible for transferring your pass.