What should I do if my card doesn’t work?

CP Card
The card has a 2-year guarantee, from the date of issue, against electrical faults and manufacturing defects, so CP will exchange the occasional reusable card as long as it is in good condition, i.e. the cards must not show any visible damage, namely tears, cracks, cuts, folding, gluing or other signs of misuse or improper use.
You should therefore go to a ticket office, where the balance will be exchanged immediately in the following situations:

• The card allows the existing balance to be read on the card reader;
• When there is a record of validation in the last 15 minutes;
• You have a receipt for the transaction and the transaction has taken place up to 30 minutes previously.

In all other situations, the anomaly will be recorded in the system, and the exchange will be made after seven days if it is confirmed that there are tickets available.

Navegante
You can request a replacement ticket at the Customer Assistance Offices at Rossio and Cais do Sodré Stations if the following conditions are met:

• The ticket was purchased at CP or at an ATM.
• Present the original receipt.
• Present a new Navegante card or provide proof that the new card has been requested using the delivery slip.

Andante
You should visit an Andante shop or contact Linhandante by email at cliente@andante.pt or by phone at 226158151.
Working days from 8 a.m. to 7 p.m. and Saturdays from 9 a.m. to 1 p.m.