Troubleshooting

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 up to 12 months. You can also see your daily charges on your card or bank statement.

If you have experienced problems using your contactless payment card, please check the table below to see if there is a solution:

Possible problems Reason Solution
Your contactless payment 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 payment card 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 payment card 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 with.



Make sure you always only touch the card you want to pay with on the card reader. 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.

* Find out about TfL call charges.

Where to get help

If your card is not working:

  • You should check your contactless and Oyster account to see if you can resolve the issue
  • Alternatively you can call our Customer Services on 0343 222 1234*
  • In some instances, you may need to contact your card issuer   

In a station

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.

Online

If you have a contactless and Oyster account you can:

  • See your journey and payments history
  • Apply for refunds on incomplete journeys
  • Ask for more information about charges for individual journeys
  • Manage your contactless payment and Oyster cards
  • Apply to get your card re-authorised for travel if it has been declined by your card issuer
  • Pay outstanding fares

TfL Customer Services

If you phone us on 0343 222 1234 (TfL call charges) our agents can help:

  • Explain journey and payments history
  • Apply for refunds on incomplete journeys
  • Ask for more information about charges for individual journeys
  • Manage your account details
  • Apply to get your contactless payment card re-authorised for travel if it has been declined by your card issuer
  • Pay outstanding fares
  • Add or remove cards from your account
  • Explain Revenue Inspection charges

Card issuer

You may need to phone your card issuer:

  • If your contactless payment card has been declined for travel
  • If you have a query on your card or bank statement
Close Favourites

My Lines

My Buses

My Roads

My River Buses

My Emirates Air Line

My Journeys

My Places

    Close edit Favourites

    Favourite lines

    Favourite buses

    Favourite roads

    Favourite river buses

    Favourite Emirates Air Line

    Favourite journeys

    Favourite places