Card Questions

How is my privacy protected when I use the ORCA card?

Participating agencies have planned for multiple layers of system and data security, including data encryption or encoding, the use of passwords and secret questions for access to customer data and controlled access to data. Registration information is stored in the central database only. Under Washington State law, an agency may disclose this information to a person, employer, educational institution, or other entity that is responsible, in whole or in part, for payment of the cost of acquiring or using a transit pass or other fare payment media, or to the news media when reporting on public transportation or public safety.

Who can I talk to about my ORCA card?

To get help with card balance or any other ORCA questions: - call 1-888-988-6722 / TTY Relay: 711, 1-888-889-6368 - visit an ORCA Customer Service Office or - visit www.orcacard.com and select Contact Us.

How much does an ORCA card cost?

The standard adult or youth ORCA card fee is $5. A new Regional Reduced Fare Permit costs $3. Current Regional Reduced Fare Permit holders can exchange their valid RRFP for a new ORCA RRFP card at no charge. Just add a pass or E-purse value and you're ready to travel. If your card is lost, stolen or damaged, you will be charged a replacement fee for a new card. The fee is $3 for a Regional Reduced Fare Permit ORCA card and $5 for all other ORCA cards. Defective cards will be replaced free of charge.

Is my information secure when I register?

A confidential, secure database holds records of every ORCA card, its current value and usage history. The database is connected to the card readers so when an ORCA card is tapped on the reader, it can check the card's value and validate it for fare payment. By opening an online My ORCA account, you will receive a user name and password that allows you to monitor your registered card, transactions and ride history

My card isn't working right. Who can I contact?

If you are having trouble using your card: - call 1-888-988-6722 / TTY Relay: 711, 1-888-889-6368 - visit an ORCA Customer Service Office or - visit www.orcacard.com and select Contact Us.

How long should my ORCA card last?

The life expectancy of an ORCA card is approximately five years with regular use.

I ordered an ORCA card but haven't received it in the mail. What do I do?

ORCA card orders should be processed within five business days. If you have not received your card after seven business days, call 1-888-988-6722 / TTY Relay: 711, 888-889-6368 visit an ORCA Customer Service Office or www.orcacard.com and select Contact Us.

Can I punch a hole in my ORCA card so I can wear it around my neck or clip it to my belt or purse?

No. Punching a hole in the card will damage the small antenna inside the card and the ORCA card will not function properly If you want to wear it around your neck, please put it in a plastic pouch. Even in the plastic pouch, it can still be tapped on the ORCA card reader for payment.

Can I keep my ORCA card in my wallet next to my credit cards or building access cards?

Your card can be stored in your wallet or purse together with all of your other cards. When your place your wallet or bag against the ORCA card reader the green light and beep tell you the card has been read.

How do I get a card for my youth?

You can get ORCA cards for youth in-person at your local transit agency's Customer Service Office or you can mail-in an order form with proof of age. - At a Customer Service Office: bring the youth along and provide proof of age only if it is not obvious that the youth is under 19. Or you can just bring proof of age without having the youth present. - By Mail: print the online ORCA card order form, check the Youth option. The card order form should be accompanied by a copy of proof of age for the youth. Also, please note that cards for youth do not need to be registered - you have a choice just like for an adult passenger type. Since registering the card ensures that the products on the card are protected in case the card is lost or stolen, it is recommended. Parents can also be set-up as associated cardholders if they want to set-up an Autoload on the youth card. ORCA cards for youth cannot be ordered online or over the phone, however once you have the card pass products or E-purse can be added in-person, online, by phone, by mail, at retailers or at fare vending machines.

How do I replace my lost, stolen or damaged ORCA card?

You can obtain a replacement ORCA card if your registered card is lost, stolen, or damaged. To report your registered card as lost, stolen or damaged: - login to your My ORCA online account - select the card serial number - select 'Report a Lost or Stolen Card'. Your card will be blocked upon submittal of the Report and no longer valid for fare payment. A replacement card will be issued within 7-10 business days. See Restoration below. You may also report a lost, stolen or damaged card during regular business hours by calling 1-888-988-6722 / TTY Relay: 711, 888-889-6368 or visiting an ORCA Customer Service Office. Restoration of E-purse or Pass While the pass product will be restored to a replacement card right away, the E-purse value on the card will be restored based on when the card is blocked: - by submittal of the online Lost or Stolen Card Report; or - by an ORCA Customer Service Representative during regular business hours. The E-purse balance will take 7 to 10 days to be restored to the replacement card. This allows the ORCA system to clear any pending E-purse transactions. There is a $5 fee for replacing a registered Adult or Youth ORCA card and a $3 fee to replace a Regional Reduced Fare Permit ORCA card. Defective card If the ORCA Customer Service Representative determines the card is defective, the card will be replaced and value restored on a new card free of charge. Card registration is not required to replace a defective card. To confirm the card is defective bring the card to an ORCA Customer Service Office. Employer or Business issued card If your ORCA card was issued by an employer or other organization, contact them for their policies on lost, stolen or damaged cards.