Oyster Card Questions - Top Questions about Oyster Contactless card

TfL Oyster is a contactless smartcard which can hold pay as you go credit, Travelcard and Bus and Tram Pass season tickets.

You use oyster card to travel on Bus, Tube, Tram, DLR, London Overground and most National Rail services in London.

Top Questions about Oyster card

What is a Visitor Oyster card?
How can I view my journey history?
How to view Journey history pay as you go?
How can I contact the customer service team?
What should I do if I can't touch out at the end of my journey?
How do I contact Oyster customer services online?
What should I do if I have an incomplete journey and don't reach a cap?
I have lost my Oyster card, which had a Travelcard/pay as you go on it. Can I get a replacement or refund?
How do I resettle a failed Auto top-up payment?
How do I find the fares for 2018?
I've forgotten my Oyster Online username and/or password
I no longer need the Travelcard, Bus & Tram Pass or the pay as you go credit on my Oyster card. What should I do?
What happens if I leave my Oyster card at home?



What is Visitor Oyster?

A Visitor Oyster card is a travel smart card ticket and the best value way to pay for single journeys on Bus, Tube, Tram DLR, River and London Overground.

Visitors or People who are planning to visit London England can buy Visitor Oyster cards (or Visitor tickets) online and get them posted to their home address or place they will be staying so they have them as soon as they get to the London Capital.

These people have the opportunity to buy their travel ticket before they leave home and save time when they arrive.

They can also save money with special Visitor Oyster card discounts and promotions offers, or a paper Travelcard ticket on things to do in London.

Both tickets give them the freedom to explore the beautiful wonderful city London using the city's integrated public transport network or just say... transport for london TfL.

Visitor Oyster card is a great solution for families or groups of travellers. Adults with a Visitor Oyster card can take up to 4 children under the age of 11 years to travel for free!

Helping visitors save money and leaving more for them to spend and enjoy!



How Can I View My Journey History?

There are different ways in which you can view your journey history statement:

  • Online
  • Stations

By Online, you need a TfL Oyster Online account to view your journey history. Visit Oyster online and sign in.

Add your Oyster card to your account if you have not already done so. Then select the "My card" tab and go to "Journey history".

You will not be able to see any journey data immediately after attaching your Oyster card, but data will be available from the following day onwards.

You can see up to eight weeks worth of journey history and select which week you want to view.

Your journey history can be downloaded as a csv text file, which can be used with most spreadsheet/database applications. For example, Microsoft excel free training applications.

Through your online account, you can also arrange to have your journey history emailed to you on a weekly or monthly basis.



How to View Journey History
Pay As You Go

I can't view my journey history. Why?

At TfL Oyster online website - You can only view journey history online if you have an online account.

This displays journeys taken and transaction details (such as top-ups and season ticket purchases) for a maximum of eight weeks.

Journey data will usually be available up to the end of the previous day's travel, although some bus journeys may take up to 48 hours to appear.

For legal reasons related to the "Data Protection Act 1998", we only hold up to eight weeks of data about journeys taken using a specific Oyster card.

Also note that for data protection reasons, journeys taken before the date on which your Oyster card was added to your account will not be shown.

  • Touchscreen ticket office machines at Tube stations - These show the last eight journeys plus top-up information

  • Ticket offices at Tube stations - You can get a print out of yourlast eight journeys, transaction details and any journey resolutions.


How Can I Contact
The Customer Service Team?

You can contact the TfL customer service team by any of the following methods:

Calling TfL on 0343 222 1234, TfL transport for London are open every day between 08:00am and 20:00pm

Online via TfL feedback form

If you would prefer to contact TfL via post, their address is:

Transport for London Customer Services
14 Pier Walk
London
SE10 0ES



What should I do if I can't touch out at the end of my journey?

There may be times when, for safety reasons, we will instruct you to leave the station quickly and it may not be possible to touch out.

If you were unable to touch out because of an incident, but continue your journey by Tube, DLR or London Overground from a nearby station or ...

From the same station once the incident has been cleared, your previous journey will be regarded as continuing and you should not be charged a maximum Oyster fare.

If you do not continue your journey immediately, the maximum Oyster fare charged will be adjusted when you next touch in at the start of a Tube, DLR or London Overground journey.

If you have been charged a maximum Oyster fare which has not been adjusted and you want to use a bus or tram, you may need to top it up first.

This is because the maximum Oyster fare charged may mean that there is not enough pay as you go credit on your card to pay for your journey.

If you have been charged a maximum Oyster fare under these circumstances, that has not been adjusted, or you think that you have been overcharged,

Call the Oyster helpline on 0343 222 1234 (open 08:00am-20:00pm daily) or to find out how to contact TfL online, see below "How do I contact Oyster customer services online".

For more information on maximum Oyster fares click here



How do I contact Oyster customer services online?

Before contacting Oyster customer services online, TfL recommended you search the Common Questions database to see if your enquiry has already been addressed.

In addition, there is a wealth of information about Oyster at the About Oyster section of TfL website.

Method 1
The easiest way to contact Oyster electronically is by clicking on the "contact us" link located in the TfL feedback section.

Then select the area that your complaint relates to from the third column "Your comment relates to", and this will then take you to the online contact form.

Method 2
You can also click on the TfL Help and contact link in the top right corner of their website.

Then select "Make a complaint" or "Make a suggestion" from the "I would like to" column

Then in the "About" column select "Oyster"

Then select the area that your complaint relates to from the third column "Your comment relates to", and this will take you to the online contact form.

Do not send your email via the feedback box. It will not receive a reply.



What should I do if I have an incomplete journey and don't reach a cap?

Go to a Tube station ticket office as soon as possible to have the incomplete journey resolved.

If the total cost of your journeys for the day exceeds the appropriate cap, TfL contact Oyster on 0343 222 1234 (open 08:00am-20:00pm daily) after 24 hours but within 28 days of making the journey with the suspected overcharge.

This will allow enough time for the staff at Oyster to see all the journeys taken the previous day and determine what the correct fare and/or cap should be.

Claims cannot be made after 28 days have passed.

Remember, you must touch in and touch out on every journey to ensure that caps are properly applied at the time of travel.



I have lost my Oyster card, which had a Travelcard/ Pay as you go on it. Can I get a replacement or refund?

You can only get a refund or replacement if your lost/stolen Oyster card was registered or protected.

For more information if you have a standard adult Oyster card click here.

For more information if you have an 18+ Student Oyster photocard click here

For more information on 16+, 11-15 and 5-10 Oyster photocard click here

You can also report a lost/stolen Oyster card by calling us on 0343 222 1234, TfL open every day between 08:00am and 20:00pm daily.



How do I resettle a failed Auto top-up payment?

Sign in to your Oyster Online account here and select the "Manage Auto top-up" tab. Follow the on-screen instructions.

Once you have successfully signed in to your Oyster Online account and selected the "Manage Auto top-up" tab you can also:

  • Change the credit/debit card you use to pay for Auto top-up
  • Settle a failed Auto top-up payment
  • Cancel Auto top-up


How do I find the fares for 2018?

To see TfL fares for 2018 please click here or here to see The Nationl Rail Railcard Fares and Gold Cards

To find out the cost of a particular Tube or train journey, please use TfL Single Fare Finder.



I've forgotten my Oyster Online username and/or password

The "forgotten username or password" links are under the "Sign in" section of Oyster online

Choose the relevant link and then complete the form on the screen and we'll send you an email with your details.

If you've forgotten both your username and your password, complete the "forgotten username" form and then the "forgotten password" form.

The Username page requires:

  • The email address used to create the account
  • The postcode for the address used to create the account

The Password page requires:

  • The username used to create the account
  • The postcode for the address used to create the account

TfL will send you a temporary password, which you will need to change when you next log in to your account.

If copying-and-pasting the password from the email, please be careful not to include the full stop that appears after it.

If you have:

  • Forgotten both your username and password
  • Your email address is no longer accessible
  • Forgotten the postcode used to create the account

You will need to call Oyster support team on 0343 222 1234 (open 08:00am - 20:00pm daily) to reset your online account.



I no longer need the Travelcard, Bus & Tram Pass or the pay as you go credit on my Oyster card. What should I do?

If you are 100% sure that you're no longer need the Travelcard, Bus and Tram Pass or the pay as you go credit on my Oyster card, then you need to take along with you one document to prove your address and one form of ID,

Please take your Oyster card to any Tube station ticket office where your Travelcard, Bus and Tram Pass and/or pay as you go can be cancelled.

Documents accepted as proof of address include:

  • A utility bill dated within the last three months
  • A current Council Tax bill
  • A bank statement dated within the last three months (online statements are not accepted)

Documents accepted as ID:

  • A passport
  • A driving licence (a provisional licence is acceptable)
  • An EU National Identity Card
  • You may get a refund immediately for a Travelcard, Bus and Tram Pass and/or pay as you go credit

If a refund cannot be paid at the station immediately, your application will be sent to the name and address to where the Oyster card is registered, so please ensure that your registration details are up to date.

Alternatively, please send the Oyster card (by recorded or registered delivery) to the refunds department:

Oyster Refunds,
4th floor Yellow Zone,
14 Pier Walk,
North Greenwich,
London SE10 0ES
England

For a refund. They will not be able to return your Oyster card.

Please note:

  • An administration fee of £5.00 is payable for the cancellation

  • If you bought a season ticket at a London Overground or National Rail station please contact the relevant operating company

  • If you bought a Travelcard or Bus & Tram Pass using a Travel Warrant, any refund due will be paid to the warrant issuer

  • Over the counter refunds cannot be made if the original payment was made by more than one payment method (for example credit card and cash)

For further information on this policy, click here for bus & tram discountcard (Conditions of Carriage). It is also advisable to take a photocopy of anything that you send to TfL office for your own reference.



What happens if I leave my Oyster card at home?

Oyster with a Travelcard:

You will need to buy the appropriate ticket(s) for your travel and retain these for a refund to be considered.

Note that you must not use your normal Oyster card at any point on the day you are claiming for, if you wish to receive a refund.

To apply for a refund:

  • Complete a 'Refund of fares' form, available from Tube station ticket offices and attach your ticket(s) to the form
  • Write to the Oyster refunds department:

Oyster Refunds,
4th floor Yellow Zone,
14 Pier Walk,
North Greenwich,
London SE10 0ES
England

Enclosing any purchased ticket(s).

Oyster with pay as you go:

  • No refund will be given for any cash single/return fares purchased.

Refunds:

  • Any refund will be based on the cost of your Travelcard which you forgot to bring with you and will generally be less than the cost of cash single/return fare(s)

  • A refund can only be considered when your Oyster card is registered/protected

  • A refund for a forgotten Oyster Travelcard will only be considered twice in any 12 month period

For further information on this policy, click here for bus & tram discountcard (Conditions of Carriage).

It's also advisable to take a photocopy of anything that you send to us for your own reference.



TfL Tube Map | TfL Fares | TfL Prices

Click here to see the London Tube and Rail Map
Click here to see the Adult Tube, DLR and London Overground fares - Transport for London.
Click here to see the The Nationl Rail Railcard Fares and Gold Cards.



oyster card questions

How much does an oyster card cost? When does the DLR stop running?

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