The 3-Step Escalation Protocol

If your card is “missing in action” after 3 weeks, do not simply keep waiting. Follow these steps immediately:

Step 1: Verify Your Postal Address

Login to the International Student Travel Pass Website and check your “Order History.”

• The Common Error: Many students forget to update their address after moving to a new apartment. If the address on the screen is incorrect, the card has likely been returned to PTV as “undeliverable.”

Step 2: Contact the Specialist Team

Standard PTV phone operators at the general 1800 number often cannot see the details of the ISTP system. You must contact the dedicated International Student Team:

• Email: internationalstudent@transport.vic.gov.au
• Phone: 1800 800 007 (Ask specifically to be transferred to the International Student Travel Pass Team).
• What to Provide: Your Order Number, Student ID, and the date you paid for the replacement.

Step 3: Request a “Replacement Authorization”

If the team confirms the card was mailed but lost in the post, they will authorize a second replacement.

• The 2026 Rule: In some cases, if the delay is on PTV’s end, they may waive the replacement fee for the second card. Always ask for a reference number for this conversation in case you need to follow up again.

The “April Free Month” Bonus

If you are dealing with a missing card in April 2026, there is a silver lining.

• Free Travel: Because of the Metro Tunnel Celebrations, all travel across Victoria is free for the entire month of April. You don’t need a card to board trains, trams, or buses right now.
• The Strategy: Use this “free month” to resolve your missing card issue without spending money on full fares. Your 365-day pass “clock” only restarts when you first touch on with the new card—so the 3-week delay hasn’t actually “stolen” any of your paid travel time yet.

While You Wait (Interim Travel)

If you must travel after the free period ends but before your card arrives:

1. Do NOT use a standard concession myki. You will be fined $295.
2. Use Mobile myki on your phone (Full Fare) as a temporary measure.
3. Keep your receipts for full-fare travel. While PTV rarely refunds these, some university student unions offer Emergency Travel Grants to help cover costs if a student is facing financial hardship due to a missing pass.