Lost iPhone with lost mobile pass

  • 23 August 2021
  • 3 replies


My phone got stolen this weekend which had my mobile pass activated on it. I’m set to travel on Friday but I’m unable to activate my pass on a new device. I have used two methods of contact on the website and they said to wait roughly 4 and 7 days for a reply. I’m worried that I won’t get a reply and sort out my pass before my travel start on Friday (27/08).  Please can anyone provide any help or advice on how to get this sorted before Friday? 


Thanks a lot in advance!


Best answer by Felipe.iturrieta 24 August 2021, 20:16

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3 replies

Userlevel 3
Badge +1

Hi Rob,


I am sorry to learn your phone got stolen. I see in our system that one of my colleagues has already helped you (Rob E., order number IN30234994) by unregistering the Pass from your old phone. I trust you have managed to retrieve the Pass and continue travelling. Please let us know otherwise. 


Kind regards

Hi @Felipe.iturrieta the same happened to me, what Can I do?

Userlevel 7
Badge +15

Hi @Felipe.iturrieta the same happened to me, what Can I do?

Open a case here or via Facebook,Twitter as only Customer Service can deactivate the pass on your old phone :)