BVG prepaid card FAQ

What is the BVG prepaid card?
The BVG prepaid card is an electronic top-up payment card in the form of a physical card that you can use to buy BVG tickets and other BVG products and services. For the time being, the BVG prepaid card can be used on our buses and at BVG customer centres. As time goes on, however, the card will be accepted in more and more places. It is not tied to any specific person and is therefore similar to cash.
The BVG prepaid card is issued by the Landesbank Hessen-Thüringen Girozentrale (Helaba).

Where can I purchase the BVG prepaid card?
At present, you can buy the BVG prepaid card at all BVG customer centres, which you can find here. Lotto Berlin also sells the BVG prepaid card, which means it is available everywhere in Berlin.

How can I get a BVG prepaid card from Lotto Berlin?
The BVG prepaid card is also available at around 500 Lotto Berlin points of sale, and therefore practically everywhere in Berlin Lotto Berlin sells the card at a fixed price of €10. You can top it up in the usual way, either at a customer centre or online.

How do I top up my BVG prepaid card?
At the launch of the BVG prepaid card, you can top up at all BVG customer centres and on the website of our partner epay. Further top-up points are planned; in the future, topping up will be possible at points marked as “top-up points”. You can top up any amount up to a maximum of €150 a month.

How can I check my credit balance?
Want to know how much credit is left on your card? Either ring the BVG call centre or visit one of the BVG’s customer centres. You can also check your balance online at www.helaba.com/de/bvg and our partner epay. To do so, you’ll need to state the card and security number of your BVG prepaid card. These numbers are printed on the back of your prepaid card; the security number under a scratch-off panel. You can see exactly what this looks like in the image at the bottom of the page.
Every time you make a purchase, your credit balance is also shown on the receipt. On buses, your balance is shown after you make a purchase – if you want, you can also get a receipt. 

Where can I use the prepaid card?
You can use the prepaid card for purchases at BVG customer centres and on buses. In any one month, you can buy tickets and other items on offer for a maximum of €150. We’re working to make sure the card is accepted in more and more places.

How long is the credit on the BVG prepaid card valid?
Whenever you top up your BVG prepaid card, the balance remains valid for up to 24 months. Invalid cards cannot be topped up or used for payment. You can, though, still get a refund for any unused credit.

I want to return my BVG prepaid card and get a refund of my credit. How do I do that?
You can return the card and get a refund for any unused credit at any time. During the contract period, this can be done at any time at a BVG customer centre or through Helaba, afterwards only through Helaba. If the card has not expired or the credit balance is under €50, the BVG customer centre will refund the amount cash. If the card is invalid or the balance is over €50, Helaba is responsible for paying out the refund. You must always present the prepaid card in order to receive a refund. For refunds over €50, complete the form in the downloads section of this page and send it to Helaba at the address given on the form. 

I can’t find, or maybe I’ve lost my BVG prepaid card. I want to block my BVG prepaid card. What do I need to do?
Please treat your BVG credit card as carefully as cash. If you lose it, we can’t guarantee to replace it. In this case, you should block it as soon as possible to prevent misuse. To do so, visit a BVG customer centre or ring the BVG call centre. Please have the card and security number of your BVG prepaid card to hand. These numbers can be found on the back of the card. You should always make a note of the security number – under a scratch-off panel – and the card number, in case you lose the card. BVG prepaid cards can also be blocked by going to www.helaba.com/de/bvg. A blocked card cannot be topped up or used for payment.
If you happen to find the card, you can then unblock it. More information can be found at customer centres, by calling the BVG call centre, or by going to www.helaba.com/de/bvg.

Where can I read the terms and conditions of use for the BVG prepaid card?
The terms and conditions of use can be found here.

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