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What should I do if my commuter rail monthly pass doesn't arrive?

If your MBTA commuter rail pass is lost or delayed in the mail, the MBTA can issue a refund, but not a replacement. Refunds are returned directly to your Jawnt Pass.

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Written by Krista Dickerson

Step 1: Request a refund and contact Jawnt

If your pass hasn't arrived by the 1st of the month:

  1. Call the MBTA at 617-222-3200 to request a refund. During the call, ask the MBTA to email you confirmation that your refund is being processed. This must be requested during the same call.
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  2. Contact Jawnt Support at [email protected], through the live chat feature in the Jawnt app. Let us know which month's pass is missing and when you contacted the MBTA.

Please contact us before purchasing another pass or tickets. We can add temporary funds to your Jawnt Pass while your refund processes, but we're unable to reimburse personal credit or debit cards.
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Step 2: Use your Jawnt Pass to keep riding

Once your temporary funds are available, you can purchase a replacement pass at a fare machine.
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MBTA refunds typically arrive within 3 business days. Once your refund arrives, we'll adjust any temporary funds added to your Jawnt Pass.
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Questions? We're here to help

If you have any questions or need help along the way, our Support team is happy to assist! We can be reached via email at [email protected], via live chat, or by phone at 888-513-5935.

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