Cyber security recovery

Following the recent cyber incident, we have been working hard to restore both our internal and customer-focused systems which were impacted by measures introduced as part of our response. We are sorry for the inconvenience this incident may have caused and thank you for your patience.

Our systems have been restored and we are now able to process refunds, show online journey history, and accept applications for all Oyster photocards.

You may experience a delay to your response while we work to resolve the outstanding enquiries.

Oyster photocards

We are now accepting applications for:

Expired 5-10 or 11-15 Zip Oyster photocards are no longer being accepted for travel on TfL and National Rail services (where normally accepted). All children over 11 must have a valid Oyster photocard or pay to travel on any TfL service.

60+ London Oyster photocard

New applications for the 60+ London Oyster photocard can now be made.

The postponed 60+ Oyster annual address checks will start again shortly, and we will write to you to let you know when to complete the check. Until then, your photocard will keep working as normal.

Incomplete journey refunds

If you were charged a maximum fare for an incomplete pay as you go journey, wait at least 48 hours as you may receive an automatic refund.

If you do not get an automatic refund, you have up to 8 weeks from your journey to claim.

If you have an incomplete journey from more than 8 weeks ago and were unable to apply for a refund while we were restoring our systems, contact us to request a refund.

For Oyster and photocard refunds, contact us via the Oyster contact form.

For contactless refunds, sign in to your Contactless and Oyster account. If you don't have one, create an account now.

We are aware that some customers are not able to see journeys made in August 2024. If you want to correct an incomplete journey that isn't showing, contact us.

If you have already submitted a form about an incomplete journey, we will review your query and reply as soon as we can. We are currently working through incomplete journey refund requests from customers who have submitted a claim since September 2024. This process may take longer than usual because of high volumes.

To support customer refunds and as a temporary change, our customer service teams can view 13 rather than the usual 8 weeks of your Oyster card journey history data. For contactless payment cards, journey history is kept for 13 months.

Service delay refunds

If your delayed journey happened in the last 28 days and you were delayed for 15 minutes or more on Tube or DLR, or 30 minutes or more on the Elizabeth line and London Overground, for reasons within our control, you can claim a refund online by signing in to your Contactless and Oyster account.

If your delayed journey was more than 28 days ago and you were unable to apply for a service delay refund while we were working towards restoring our systems, contact us to request a refund or call us on 0343 222 1234 Monday to Sunday 08:00-20:00 (charges may apply).

Oyster photocard refunds

If you incurred additional travel costs while our Oyster photocard website was unavailable, you can request a refund for journeys made before 1 February 2025. Proof of any extra travel costs will be required.

You can apply for a refund once you have received your new Oyster photocard via the Oyster contact form. You will need to confirm your new Oyster photocard number and provide proof of any extra travel costs.

On the Oyster contact form, select the relevant option for your concession in the 'What's your enquiry about' section:

  • For Zip, 18+ Student, Apprentices and 18-25 Care Leavers Oyster photocard holders, select 'Child/student photocard issue'
  • For 60+ London Oyster photocard holders, select '60+ photocard'

Proof of any extra travel costs include:

  • Contactless payment card journey history statement
  • Oyster card journey statement
  • Copies of paper tickets or receipts for paper tickets
  • Bank statement or payment card statement (remove any personal data or payment information that is not relevant to TfL travel costs)

Data issues

Updates made via online accounts are currently not being reflected in our customer database due to an issue with the data synchronisation process. This may include changes to names, email addresses, and marketing preferences. We know that some customers might still get emails from us that don't straight away show the changes they asked for.

Also, there have been delays in responding to some requests to access or delete personal data because of system access issues. We are aware that some customers may still receive emails from us after requesting that their account be closed or their data be deleted.

We are working to resolve these as quickly as possible.

Find out more about the cyber security incident and our response.

Last reviewed 6 February 2025.