To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit. Lines are open 8am to 8pm, Monday to Friday for general enquiries. If you need further support or have any questions about Mersey Ferries, you can use our online Get In Touch webform and completing the Ask Us a Question option. Enter the amount you want to be refunded and click Submit. Sep 4, 2017 - Merseytravel says improvements will make it easier to collect rejected coins. Cookies - we do not use cookies to store personal information about you, we only use them to improve our website for you.For more information see our Cookie & Privacy Policy page. The debt isn't just related to the construction costs of both the Queensway and Kingsway, but also the money that was borrowed for tunnel maintenance and improvements before the Tunnels Act 2004. Minimum charge one hour. Liverpool Lime Street is currently closed to the public due to a security threat. your V5C vehicle registration form showing the vehicle is registered to your address. FASTag is a device that employs Radio Frequency Identification (RFID) technology for making toll payments directly from the prepaid account linked to it. If you do not register, proving eligibility, the full cash toll rate will apply. Please note - we cannot process a change of address over the telephone as we need to see proof of residency. T-FLOW is the most convenient way to pay for your journeys through the Mersey Tunnels, see our Tolls Fees and Charges. The toll fee will be deducted from your T-FLOW account. I have a summons relating to an offence inside the tunnel. Now, creating a Mersey Tunnel Fast Tag requires at most 5 minutes. We aim to have normal service resumed as swiftly as possible. A VRN can be linked to only one T-FLOW Account. Your account must always remain in credit and you can set up a regular monthly Direct Debits or top up by debit or credit card online if you prefer. The appeal must be made in writing and you must enclose further relevant official documentation dated within the last 12 months to support your appeal. What documents do I need as proof of eligibility? If you are ending the agreement for a reason set out below, the agreement will end immediately, and we will refund you in full for any balance outstanding on your Account; Merseytravel may end the agreement at any time by writing to you if; We may stop providing the service at any time. If you drive a Class 1 vehicle and live within the Liverpool City Region (with local authorities of Halton, Knowsley, Liverpool, St Helens, Sefton and Wirral) you are entitled to a discount of 80p on journeys. In the months that follow the launch of T-FLOW, our Customer Service team will be making contact with existing customers to discuss their account migration in more detail - until then you may continue to use Fast Tag to avoid any inconvenience. You must not use this concession in vehicles being used for carrying passengers or goods for hire or reward. FASTag Breeze through long lines at toll plazas with IDFC FIRST Bank FASTag - FIRSTForward. Merseytravel accepts no liability for business losses and we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity or any indirect or consequential loss arising from this agreement. I want to travel through the tunnel. (For customers paying by mobile devices (Apple or Android) receipts will be available through your provider). Any business users, including taxis and driving instructors, who meet the criteria for the resident discount scheme and are using their vehicles for private journeys can register for the scheme for private journeys only. It's a simple, reloadable tag, which is affixed to the inside of your car's windscreen, enabling you to automatically pay for tolls, parking, and more. T-FLOW is available for all vehicle classes and removes the need for cash. Customers who pay the Mersey Tunnel Toll by debit or credit card in our toll lanes are able to obtain a card payment receipt via this website. These payments are fixed and the penalties incurred by paying them off early would make the debt more expensive, so would be a false economy. Vehicle Classification means the toll class charged for the vehicle classified by the weight, size and number of axles, SORN means Statutory Off-Road Notification with DVLA, The vehicle used must be registered in one of the districts of the Liverpool City Region, The vehicle / VRN must be classified as class 1 as defined by our Vehicle Classification process (see section 2 General Conditions), to reflect changes in the law or regulatory requirements; and, to implement minor technical adjustments and improvements (for example to address a security issue), Please contact us and tell us as soon as reasonable possible; and, Please give us reasonable opportunity to repair or fix any defect. For vehicles and trailers the maximum combined length (including any load or loads and drawbar) is 18.3 metres. Check out some of our frequently asked questions online. You need to contact Merseytravel directly on tag@merseytravel.gov.uk. For a renewal, please complete the renewal form below. Register for an account and, providing your account is in credit, the barrier will automatically be raised so that you can pass through almost without stopping. Residents can apply online via our website www.merseytunnels.co.uk. What happens if I change my vehicle or it is stolen? If you are not in the correct vehicle, or not in the vehicle at all, and someone tries to use the concession, then it may be confiscated. What is the Mersey Tunnel's Residents Discount Scheme? We may transfer our rights and obligations to another organisation if required (such as a requirement due to change in law or governance) however, we will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under this agreement. T&C apply. Minimum charge one hour. Merseytravel does not exclude, or limit in any way, our liability to you where it might be unlawful to do so. Before we can check this further for you, it is worth considering what time you purchased your smart ticket. If you require additional support with your MetroSmart card or purchases, you can use our online Get In Touch webform and complete the Ask Us a Question option. You can now do this online via our website www.merseytunnels.co.uk - simply cancel the previous Direct Debit (which you do via your online account), wait three days and then set up a new one online. We will need to see proof of your address. The concession can only be used by you, the concession holder. If your vehicle is returned, you must notify us immediately either online or by phone. Customers who pay the Mersey Tunnel Toll by debit or credit card in our toll lanes are able to obtain a card payment receipt via this website. The new video-tolling system is another example of the continued investment that the Combined Authority is making in both of our Mersey Tunnels. You will need your T-FLOW account number and email address, if the two match an automated email will be sent to you allowing you reset your password. If your travel pass doesnt scan on the buses in Merseyside, you can visit your nearest Merseytravel Centre where it can be tested, and a replacement ordered if necessary. Under the terms of the agreement, if you are a resident of the Liverpool City Region, an Account Holder has the right to make an Application for the Resident Concession to be applied to a User of the Account. Do I have to register to get the discount? via your dashboard where you can view your statement or see an itemised history of journeys made. Initially, only new customers will be added to the T-FLOW system and they will be able to use the system within 30 minutes after registering (having previously had to wait for a Fast Tag device to arrive in the post). What if I have multiple cars in my household? To request a receipt, please have your card payment details available and click here. Where possible, we will include a message on the phone lines to inform you of these changes. If there are insufficient funds to cover the toll fee the Account will cease to work at the toll barrier until funds are added. You must make it in writing and you must enclose further relevant official documents, dated within the last 12 months, to support your appeal. This is likely due to your active Direct Debit payment date on your account. With over 70,000 journeys a day, the tunnels are critical to the social and economic wellbeing of our region, so continued investment is needed to keep them running both efficiently and safely. You receive the enhanced rate of mobility component of the Personal Independence Payment. your current council tax bill, or a utility bill with your name and address dated within the last 3 months Account Holders are not eligible to apply for or use the Resident Concession for business purposes. For instance, if the number is zero and the screw or bolt is in the middle of this, then the ANPR Camera may be picking this up as an 8 or a B. The Account Holder shall make future payments to their Account in advance, by monthly Direct Debit or online top up using a debit or credit card via the Mersey Tunnels website. If your vehicle is stolen you must report it to us immediately, either online at www.merseytunnels.co.uk or by phoning our customer service team on 0151 330 1004. Before the application can progress you must read and accept the Terms and Conditions of the scheme, these are detailed at the bottom of this page. or Step 2. or You may appeal within one month of the date of your decision outcome. If you think this might happen due to a change in your journey pattern you can either top up your T-FLOW account online at. The tunnels discount scheme introduced by the Metro Mayor in 2019 is still the cheapest and most convenient way to pay for journeys, and we would urge those who have not yet registered for an account to do so and receive these benefits., Transport and Air Quality Portfolio Holder for the Liverpool City Region Combined Authority. To update, visit bit.ly/3GgiZ2h . 8am to 8pm - Saturday, Sunday and Bank Holidays. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office. We aim to have normal service resumed as swiftly as possible. If so, the barrier will raise and the correct toll payment for that vehicles class will be deducted from the account balance. Log in to manage your Mersey Tunnels account. Cookies - we do not use cookies to store personal information about you, we only use them to improve our website for you.For more information see our Cookie & Privacy Policy page. Can I ride my bicycle through the tunnel? The Fair Processing Notice in respect of the scheme details how your data is handled and can be found using the link below, https://www.merseytravel.gov.uk/about/fair-processing-notices/, Merseytravel shall not be liable for failure to perform its obligations under this Agreement if such failure results from circumstances beyond Merseytravels reasonable control. If this information changes, for any reason, you must notify us immediately. Merseytravel is the strategic transport advisor to the Liverpool City Region Combined Authority and is also responsible, on its behalf, for transport delivery. The documents you should supply are: Therefore, you can either, have a joint account with your partner or household or each household member can opt to open their own account, assuming of course, each individual can demonstrate and prove they meet the criteria. These cameras will read vehicle number plates and activate the payment process if they are registered to an account. The concession can only be used in the vehicle you nominated on your application form. Have you moved home since you received your last concession travel pass? To request a receipt, please have your card payment details available and click here. Once payment has been approved, the barrier will rise. receive the highest rate of mobility component of the Disability Living Allowance; Our passenger charter sets out any compensation you may be entitled if this does happen. (For customers paying by mobile devices (Apple or Android) receipts will be available through your provider). -If you change your nominated vehicle you must let us know by calling. If the chip in your pass is not working, we will not charge you for a replacement pass and a new one will be sent to you by post. With T-FLOW you pay only for the journeys that you make, if you do not use all of your credit it will be carried forward to the next month. This now ensures sufficient funds are generated through tunnel use to allow for their upkeep and improvement without borrowing. Bicycles are not permitted through the Kingsway (Wallasey) Tunnel. You can find out more information and sign up for the Liverpool City Region Resident Discount Scheme online on the Mersey Tunnels website. There is a choice of 4 payment dates - 3rd,10th,17th and 24th of the month. We aim to have normal service resumed as swiftly as possible. Due to the elections last year, instead of being a . As was previously the case, a number of vehicles can be added to one account for electronic payment. Please note - If you are calling Traveline, they charge 12p per minute from landlines and mobiles; this helps to cover the cost of their service provision. Try our quick savings calculator to see if you may also benefit from savings by using T-FLOW. If insufficient credit is available, the toll fee will need to be made by alternative payment method such as cash or by debit or credit card. If the ANPR Camera is not reading your number plate, first thing to do is to make sure that you dont have any old fast tags in your vehicle. Nothing in this agreement shall allow any other person or third party any benefit of any kind or any right to enforce the terms of this agreement. We usually operate a reliable service however sometimes things can go wrong. Yes, it is a condition of issue that is strictly monitored. or pay for any additional journeys by cash or card. It is the T-FLOW Account Holders responsibility to ensure that the Account has appropriate funds to operate the Toll Barrier. However, we may close one of the Tunnels, usually at night, to carry out maintenance. Account holders will also benefit from a website upgrade to support online self-service, improving customer experience in managing their account online. Mersey Tunnels | Reset Your Password If you have an email address linked to your T-FLOW account it is possible to reset your password. Receipts are available for viewing and downloading up to 6 months after your journey. They are all up to date and will always work for logging in securely on our website! T-FLOW is available for all vehicle classes and removes the need for cash. To qualify for this discounted toll rate, you must be able to provide evidence that you meet the criteria below: - If you think this might happen due to a change in your journey pattern you can either top up your T-FLOW account online atwww.merseytunnels.co.ukor pay for any additional journeys by cash or card. They will be contacted directly to discuss transferring to T-FLOW over the coming months. For local rail queries, you can speak to Merseyrail or for other rail services, check out online services for National Rail. Fast Tag users will be unable to top up their account during this time and we would advise users to top up their account in advance and avoid any inconvenience or delays to their journeys. Take your form, a passport. We recommend that you check the rules for the type of ticket you hold before making a claim. There will be an additional charge of 16 for administrative costs if breakdown charges, escort fees or outstanding tolls remain unpaid after 14 days. I have a foreign licence plate can I still register? Receipts are available for viewing and downloading up to 6 months after your journey. Mersey Tunnels offers a range of alternative payment options and customers can pay the toll fee by Credit or Debit card or Cash if they do not want to register for T-FLOW. Once you report the vehicle as stolen you will no longer be liable for any journeys made by that vehicle. If the damage could be a risk to personal safety, you can call 0800 731 3699to report the damage. It is the User(s) responsibility to ensure that they do not proceed through the Toll Barrier on another vehicles toll payment. For all other users the Class 1 toll is 2.00. If any part of this agreement is or becomes illegal void or invalid that shall not affect the other provisions of this agreement which shall remain in full force and effect. If you are a member of the press or media and have a query, please send an email to communications@liverpoolcityregion-ca.gov.uk where a member of our Communications Team will contact you back directly. As part of the account opening process, you will be asked to enter the Vehicle Registration Number(s) which will be checked against DVLA source data to automatically set the correct toll classification for that vehicle. Through the Queensway (Birkenhead) Tunnel, they are not allowed between the hours of 6am to 8pm, Monday to Friday, 7am to 8pm on Saturday and 8am to 9pm on Sunday. For a renewal, please complete the renewal form below. If you have any questions about the ENCT Disabled concessionary scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option. You can telephone our customer service team at 0151 330 1004 or write to us at Merseytravel, PO Box 1976, Liverpool, L69 3HN or email tflow @liverpoolcityregion-ca.gov.uk PLEASE DO NOT SEND ORIGINAL DOCUMENTS. How should I plan for my journey? What happens if I need to make more than my planned journeys? To request a receipt, please have your card payment details available and click here. The number of journeys you have left for the year and how many journeys you have used so far, can be checked on our website at merseytunnels.co.uk or by calling, If you abuse the terms and conditions of this scheme or abuse any member of Merseytravel staff we will withdraw your concession without notice. Merseytravel is committed to processing your personal information in a clear and transparent way. You may contact us at any time to end the contract or close your Account, but in some circumstances, we may charge you certain sums for doing so. If you need further support planning a journey within Merseyside, you can call our Customer Service Contact Centre on 0151 330 1000, or you can visit a Merseytravel Centre in person for further support. You can visit a Merseytravel Centre for face-to-face support for most of your travel and ticketing needs. The easiest way to do this is to log in to your online T-FLOW account at merseytunnels.co.uk. " As per the Government mandate, ICICI Bank's FASTag details should be accurately updated: First name, Last name, DOB, 10 digit mobile number. Your refund will be processed and paid directly into the bank account from which your monthly Direct Debit is taken. Customers who pay the Mersey Tunnel Toll by debit or credit card in our toll lanes are able to obtain a card payment receipt via this website. Does the Local Residents Discount apply to taxis, driving instructors, or others who use their vehicles for business use? However, if this is not possible for any reason, you will be prompted to supply a range of documents to verify your eligibility. If you change your vehicle, or it is stolen, or you wish to declare the vehicle as SORN you may report this online via the Mersey Tunnels websitewww.merseytunnels.co.ukor by phoning our Customer Services team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukThe User/VRN will be blocked to prevent unauthorised usage. If you have any questions about the Local 60+ scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option. Our online application process, or address change, will automatically verify your residency. The loans are still being paid and will not be paid off until 2048. If you use an automatic lane your concession will not work and you will have to pay the full toll for the journey. The Resident Concession is only available for personal use. Please ensure that you remove any Fast Tag device from your vehicle and check the vehicle number plate conforms to the DVLA Vehicle registration numbers and number plates standards. In processing your Application and administering your Account, Merseytravel will take reasonable measures to ensure services are carried out using reasonable skill and care. ** A small van weighs less than 3.5 tonnes, please see our Tolls, Fees and Charges for details. Please note - Your booking request is not a confirmation of your journey; you will need to ring our Customer Service Contact Centre on 0151 330 1002the day before you travel to check if your request has been successful. Once you Direct Debit payment has been settled and credited to your T-FLOW account, the refund button will become available and you will be able to request a refund as normal. You receive the mobility supplement of a war pension. You receive the highest rate of mobility component of the Disability Living Allowance. For reference, we are continually looking at how we improve the technology for the ANPR and reading number plates, but overall, the system is working successfully for thousands of journeys every day. You may find the answer or help you need there. or Personal accounts are restricted to a maximum of 4 Users. We would recommend that you seek independent legal advice on this issue. Passwords must contain at least 8 characters and the following items: An upper case character, a number and a special character. If you have any questions or complaints please contact us, you can do so by telephone to our Customer Service team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukor in writing by post to Merseytravel, PO Box 1976, Liverpool, L69 3HN. T-FLOW is the quick and easy way to travel through Mersey Tunnels and make full use of the benefits that the scheme provides; including T-FLOW Only Lanes to help reduce queue time at the toll plaza and detailed online statements providing a history of journeys made. Introducing this cutting-edge technology that delivers real benefits is part of our wider vision to make transport services easier and more convenient for people to use. We are sorry for any inconvenience caused. Refunds and Compensation. Minimum charge one hour. You must notify Merseytravel of any change to your address, vehicle registration or personal information. Merseytravel accepts no liability for losses arising from incorrectly entered VRN. All tunnel users are encouraged to have an account as this is the most convenient way to pay, even if they make only one or two journeys each week. If you choose to pay your toll by cash or Credit or Debit card at the plaza the full toll rate will apply. Please have the bank sort code and account details to hand. I have registered my plate on line and it wont read. You can call our Customer Service Contact Centre on 0151 330 1003, or you can speak to a member of the team at any of the Mersey Ferry terminals. Click here to find out more about T-FLOW and calculate how much you can save. The User shall ensure the Account is not being used fraudulently or for any fraudulent or illegal purposes. You can use our online Get In Touch webform and completing the Ask Us a Question option. If you don't have a pre-paid tolls account and need to make a journey through the tunnel, please be aware that due to Covid-19 guidelines we do not provide change. Loss or damage is foreseeable if either it is obvious that it will happen, or, if at the time the contract was made, both we and you knew it might happen. We are sorry for any inconvenience caused. This agreement is between you and Merseytravel. Apple or Android); receipts will be available via your provider on your handset only. If you need further support or have any questions about the Merseylink service you can use our online Get In Touch webform and completing the Ask Us a Question option, or you can call our Customer Service Contact Centre on 0151 330 1002. Before using our Get in Touch option, check out our frequently asked questions below. Please use the AUTO lanes to pay with the correct change or by contactless. Or, you can visit a Merseytravel Centre in person for further support. Merseytravels focus is on supporting the economic growth of the Liverpool City Region by improving connectivity across the region and beyond, supporting and maintaining an integrated transport network and improving the customer experience from ticket buying to working with partners to get people to and from major events. You can apply for the Mersey Tunnels Concessionary Travel Scheme if:-, Find your ticket when you answer a few questions about you and your journey, T-FLOW Concessionary Application Form (PDF, 437KB), T-FLOW Concessionary Renewal Application Form (PDF, 350KB), T_FLOW Concessionary Application Form (Word, 25.3KB), T-FLOW Concessionary Renewal Application Form (Word, 25.4KB), Liverpool City Regions new trains could be running from next week, New bee-friendly bus shelter with 'living roof' installed at Mersey Ferries terminal, And here Ill Stay Steve Rotheram announces plans for new ferry built in the Liverpool City Region, Rail users set to benefit as Hillside becomes latest station to go step-free, Network Reviews, Consultations and Changes, Safety Advice for Drivers using the Mersey Tunnels, The Apprentice Travelcard for 19 24 year olds, Refunds, Returns, Compensation and Overcharging, You have a Disabled Persons (Blue) Parking Badge. 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