It is necessary when you request your Public Transport Personal Card for the first time. For any other related matter, consult the list of services in management offices. It is recommended to make an appointment in advance, to avoid unnecessary waiting.

You can request an appointment for the Public Transport Card at the tarjetatransportepublico.crtm.es web or phone general information of Madrid 012 (91 580 42 60 for calls from outside Madrid).

For the management of the Public Transport Card it is necessary that the interested party should arrive with the valid identity document. The issuance of the new Card has a cost of 4 euros and the photograph will be taken at the time in the office itself.

If you meet the conditions that entitle you to a discount, you must present the Large Family Card or Disability Certificate equal to or greater than 65%.

The Public Transport Card is delivered immediately.

At our Public Transport Card Management Offices, within the time schedule indicated in the attached document. When applying for the Public Transport Personal Card for the first time, you must make an appointment. For any other related matter,  consult the list of services in management offices. It is recommended to make an appointment in advance, to avoid unnecessary waiting.

If during the validity period of a 30-day recharge you go through one of these two circumstances:

• You are 26 years old and your profile goes from Young to Normal
• You turn 65 and your profile goes from Normal to Elderly

You can finish consuming your charge without having to pay any fare supplement. When you do the next charge, your card will automatically update your user profile and the corresponding fare will apply.

• 30-days travel pass: available for all fare zones and for the Interzone travel pass. The zones E1 and E2 keep the magnetic format and one calendar month of validity.
• Annual tickets: available for all fare zones and for Interzone travel pass, including E1 and E2 zones.

If, during the 30 days of the period of validity of a charge, the user needs to change the zone, it can be done in any of the Management Offices, in the tobacconists and in the subway machines.

This operation can be performed in the following cases:

• Change of a zone by another one of higher price: the user must pay the difference between the two zonal fares. The price difference will be applied between full fares, regardless of the number of days consumed and validity will remain the same.
• Change of an interzone travel pass for another interzone one of the same price: the user can make this change without any cost.

In case of loss or theft, the user may request the locking of his/her card and a duplicate of it. The application can be processed by one of this two ways:

- In person, going to any of the Management Offices of the Public Transport Card with balance recovery service. It is essential that he/she comes with the ID. At the request of the interested party, the Consorcio Regional de Transportes de Madrid will block the use of the card, once the status and balance of tickets contained in the lost or stolen card have been checking. The CRTM will issue a new card with the tickets contained on the missing card within the following five days.

If the user does not have tickets or waives the ones contained at the stolen card or lost, the card will be delivered to him on the spot.

- Online, at tarjetatransportepublico.crtm.es, clicking on the "Robo/extravío sin recuperación de saldo" button. In this case, the card will be sent without charge to the user's address.

If the ticket loaded on the card is an Annual Pass, you can only request blocking and duplicate it in person.

The new issuance of the card for loss or theft will cost EUR 6.00.

The replacement of the damaged card is free of charge within the two-year of warranty, as long as any damage do not arise to its misuse.

In case of any damage after the warranty period, the user could request a new card, but its issuance will cost EUR 6.00.

• Application.
• A current photo, similar to a passport photo in terms of color and size (in the management office can the photo be taken in situ).
• ID, passport or residence permit.
• Documents for applicants who evidence special conditions or profiles (i.e. large family certificate or disability equal or higher than 65%). For large family, you can also submit the certificate attesting that condition, which can be downloaded from the APP.
• Applicants under 14 years old without an ID document, a printed authorization of his/her parents/minors guardian; Family Book or the birth certificate; and the ID of his/her parents/guardian.
• If the applicant is under 7 years and comes with someone other than his/her legal representative, he/she must submit an authorization signed by his/her parents or guardian.

If the period of time to receive your Card has passed (about 7 to 15 working days), you can go to a management office (except EMT offices, Valdemoro and Parla) with your ID number and the receipt of the application form.

At the office you will be informed of the status of your request or a duplicate of the Public Transport Personal Card will be made and the previous requested cancelled, in case it has not arrived at your address.

If the Public Transport Personal Card has incorrect data (name or photo), you must go to any Public Transport Card Management Offices with your PT Card and your ID document so that we can make a new one. The agents will make any modification immediately and at no cost.

If the personal profile for having the right to apply for special fares has changed (large families or disability equal or higher than 65%), user must go to a management office, and carrying the documentation that evidences the new circumstances. Then the card will be updated so that you can charge new tickets with the appropriate discount.

You can cancel the ticket and recover the amount. Next, we tell you how and under what conditions:

It depends on where you bought the ticket:

• If you bought it in Metro: Notify a Metro agent. If you bought a zone change, go to any CRTM management office (except EMT, Valdemoro or Parla)
• If it was in a CRTM management office: Go to the same management office where you bought it.
• If it was at a tobacconists or using the “Transport Card” App: Go to any CRTM management office (except EMT, Valdemoro or Parla).

The conditions that must be met are:

• 10-trip ticket: You must solve it within 24 hours and have not used it.
• 30-day, tourist, and annual passes: You must resolve it within 24 hours, you may have used it during those 24 hours, except for the 1-day tourist pass, which cannot have been used.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

You can complete the upload. Next, we tell you how and under what conditions:

It depends on where you did the upload:

• If you bought it in Metro or Renfe: Notify an agent at the station immediately so that they can complete the charging process. If this is not possible, go to a CRTM management office (except EMT, Valdemoro or Parla).
• If you were using the "Transport Card" App and 72 hours have passed since you paid the ticket: please contact us through the form of incidents or go to a CRTM management office (except EMT, Valdemoro or Parla).
• If it was at a tobacconist: Go to a CRTM management office (except EMT, Valdemoro or Parla).

You have one year to report this incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

You can request a refund of the charges. Next, we tell you how and under what conditions:

• Go to the place where you made the purchase and request the return of the charges.
• If the payment has been made in the “Transport Card” App: please contact us through the form of incidents or go to a CRTM management office (except EMT, Valdemoro or Parla).

No appointment is necessary for this management.

You can be compensated. Next, we tell you how and under what conditions:

Go to a CRTM management office (except EMT, Valdemoro or Parla) with your Public Transport Card and the single ticket purchased.

• If you have a non-personal ticket loaded (10 trips): We compensate you with 3 trips.
• If you have a 30-day pass loaded: We will compensate you with 3 trips or 1 additional day, at your choice.
• If you have loaded an annual, tourist, or any free ticket: We will refund the amount of the single ticket, through a deferred payment procedure that will be made by bank transfer.

You have a period of 15 calendar days to notify the incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

You can be compensated. Next, we tell you how and under what conditions:

• If you are discounted for more than one trip when traveling by Metro (also in MLO): notify a Metro agent immediately, who will check the trips on your card and charge the discounted trips.
• If more than one trip is deducted when traveling by bus (EMT or intercity): notify the driver at the time, who must confirm that the incident has actually occurred and will give you a receipt. With the receipt, go to a CRTM management office (except for EMT, Valdemoro and Parla), where the discounted trips will be charged to your card. Without proof, you cannot be compensated.

You have a period of 15 calendar days to notify the incident.

No appointment is necessary for this management.

You can check more information here: crtm.es/atencion-al-cliente/normativa

You can update your Card to have the discount and request a regularization. Next, we tell you how and under what conditions:

The update of the Card is not automatic, it must be done in a management office because it is necessary to act on the card itself. Therefore, go to a CRTM management office, with the renewed Large Family / Disability Title or the certificate proving the status of a large family, which can be downloaded from the APP and with your card to update the discount. The update can be done at any time proving the status of a large family.

In addition, you can request that your non-subsidized payments be regularized by not having the card updated. But beware, from the renewal you have a month to request the regulation.

You can check more information here: crtm.es/atencion-al-cliente/normativa

To obtain a new PT card, you must have a valid ID card. In the case of children under 14 years old with no ID card, there is available an exceptional proceeding: parents/guardians must fill in and sign a request Card form for children under 14 years old without ID card.

This document must be accompanied by a birth certificate or the Family Book or ID of the guardian, who will become responsible for the correct use of the PT card.

If you request an appointment to obtain the Public Transport Card for a child who does not have ID, remember that the day of the appointment will have to go with him to the management office to process it.

In case of incident with the card, the minor must be accompanied by his tutor and the family book so that they can be attended in the offices. You can also go only the tutor with the family book, without it is necessary for the child to go.

The TTP invoices can be requested in person at the CRTM headquarters. You must present your DNI and your Personal Public Transport Card. For this management it is necessary to request an appointment. The invoice can be collected at the time.

• Address: Plaza Descubridor Diego de Ordás, 3 - 28003 Madrid
• Customer service: From 8 AM to 20 PM from Monday to Friday

To solve any problem with the Public Transport Tourist Card you may have please, contact a management office, except the EMT one (see public opening hours here).

To change any of the personal data contained in your card, please, contact any management office to inform of changes, being your card updated at the time.

This proceeding is different to those like zone changes or profile changes contained in problem management of this web.

The Blue Card is a travel pass contained in a contactless card similar to the Public Transport Card, addressed to citizens registered in the municipality of Madrid who meet certain characteristics of age or disability, and with a rent limit.

It is requested through the City Council of Madrid, and is exclusively used in the services of Metro de Madrid (zone A), Municipal Transport Company of Madrid (EMT) and Light Rail of Madrid (ML1).

The Blue Card is requested in person at the Madrid Customer Service Offices, or at the 010 general information telephone number of the Madrid City Council.