We have listed a number of scenarios where you might need reassurance. To see full details of the journeys you have made and what you have been charged, please sign in to your contactless and Oyster account where you will be able to see your journey and payment history for the last 12 months. You can also see your daily charges on your card or bank statement.
If you have experienced problems using your contactless card, mobile or other contactless device please check the table below to see if there is a solution:
|Your contactless card was not issued in the UK.||We cannot process some cards issued outside the UK.||Use a different way to pay. Find out more about acceptance of non UK cards.|
|Your contactless card, mobile or other contactless device has just been issued and this is the first time you have used it.
||For security reasons, some cards need to be used for a chip & PIN
transaction before they can be used for contactless payments.
||Use a different way to pay for the journey. Make a chip & PIN
transaction at another retailer and try your card again on another journey. If necessary, contact your card issuer for advice.
|Your contactless card, mobile or other contactless device is rejected because you removed it too quickly from the card reader.
||The card reader could not read your card because it was removed too quickly.
||Touch your card flat on the card reader and wait for a green light.
|You think you may have been charged the wrong fare.
||Sign in to your contactless and Oyster account to check your journey and payments
history. If there are charges that you don't recognise, contact our
Customer Services on 0343 222 1234*.
|You checked your card or bank statement and think you have been charged
for a journey you didn't use your contactless payment card for.
||You may have touched more than one contactless payment card on the reader at the
same time and payment was taken from a card you did not intend to pay
Make sure you always only touch the card you want to pay with on the
Sign in to your contactless and Oyster account to check your journey and
payments history. If there are charges that you don't recognise, you
may be eligible for a refund. If you also use an Oyster card, check its
journey history in your contactless and Oyster account too.
Alternatively, contact our Customer Services on 0343 222 1234*.
|Your contactless payment card has been lost/ stolen and has been used by someone.||
||If you lose your contactless payment card you must tell your card issuer as soon as possible. Once you have reported it they can stop it so that no one can use it.|
|You are not sure why your contactless payment card doesn't work.||Could be any of the above reasons.
|| Use a different way to pay for the journey. If necessary, contact your card issuer for advice.
If your card is not working:
If you are in a station you can ask a member of staff for advice, however, in most instances they will advise you to check your contactless and Oyster account, contact Customer Services on 0343 222 1234* or contact your card issuer.
If you have a contactless and Oyster account you can:
If you phone us on 0343 222 1234* our agents can help:
You may need to phone your card issuer: