Fair’s fare: Transport for London’s payment systems are returning to normal

Transport for London’s online systems for passengers are returning to normal following the cyber security incident in the summer, and Tube, bus and tram passengers using pay-as-you-go with a contactless card or a mobile device can now see their full journey history online.

The reopening of contactless.tfl.gov.uk follows TfL reopening systems for Zip photocards, 60+ London Oyster photocards, 18+ Student Oyster photocards and other concessions.

“All TfL fares services impacted by the recent cyber incident are now reinstated,” the transport authority announced this morning.

They say that more than 33,000 Zip cards, 40,000 18+ Student photocards and more than 13,000 60+ London Oyster photocards have been processed and dispatched since applications reopened.

On September 1, TfL identified suspicious activity and “took immediate action to secure its network”, they say. “TfL has worked closely with the National Crime Agency and the National Cyber Security Centre throughout this process and notified the Information Commissioner’s Office.”

An independent investigation will be held into the cyber attack and how TfL responded to it, it was announced last week. TfL suspended all travelcard applications as a precautionary measure while it undertook security checks.

Ticket to ride: all payment cards should soon return to normal, TfL says

And while TfL has stressed that the incident did not, for the most part, “disrupt our core operations”, papers published ahead of a TfL board meeting confirmed that an independent review will look at how it handled the attack.

As part of the measures implemented to deal with the incident, TfL temporarily restricted access to customers’ contactless journey history. “With this reinstated, customers and TfL’s customer services teams can now access both Oyster and contactless journey history, correct incomplete journeys and process service delay refunds if required,” TfL said today.

Passengers “are warned that due to the expected backlog, there will be some delays in contacting TfL’s customer services”. TfL advises the public to log into their online account to review it first to see whether they can correct incomplete journeys and request refunds that way.

“TfL intends to refund customers who have paid more for their travel than they should have due to TfL not being able to accept new photocard applications.

“TfL will be refunding all pay-as-you-go journeys made by students who were unable to submit an application for a 16+ or an 18+ Student photocard due to them not being accepted and have now applied for a photocard. These will apply from when their term started to when their photocard was dispatched.

“TfL will also refund all journeys for anyone who has applied for a 60+ London Oyster photocard between the date they turned 60 and when their card was dispatched.

TfL and train operating companies across London will continue to accept expired 5-10 and 11-15 Zip Oyster photocards, where they are normally valid, until December 31.

“Parents and guardians of those with expired Zip photocards are encouraged to apply as soon as possible for a new photocard for their children or dependent to help ensure that they are ready to use in the New Year.

“Expired photocards will not be accepted for travel on TfL or train operating company services from January 1 2025.”

• To view your TfL online account for Oyster or contactless – visit tfl.gov.uk/account

• The Garwood Foundation is Inside Croydon’s nominated charity for 2024.
• To find out more about their vitally important work, click here
• To donate, click here

Inside Croydon – If you want real journalism, delivering real news, from a publication that is actually based in the borough, please consider paying for it. Sign up today: click here for more details

• If you have a news story about life in or around Croydon, or want to publicise your residents’ association or business, or if you have a local event to promote, please email us with full details at inside.croydon@btinternet.com

• As featured on Google News Showcase

• We offer FREE ads to community groups when they have members who are paid subscribers to Inside Croydon

• Our comments section on every report provides all readers with an immediate “right of reply” on all our content. Our comments policy can be read by clicking here

• Inside Croydon is a member of the Independent Community News Network

• Inside Croydon works together with the Bureau of Investigative Journalism, as well as BBC London News and ITV London

• ROTTEN BOROUGH AWARDS: In January 2024, Croydon was named among the country’s rottenest boroughs for a SEVENTH successive year in the annual round-up of civic cock-ups in Private Eye magazine