TfL contactless account

[TravellingTyke]

Journey & payment history has been unavailable for me on the Transport for London website and TfL Oyster app for some time. This is quite annoying, as I use PDF prints from this for purposes of claiming expenses. But I also like to review my journey history.

I have emailed TfL to ask what is going on. The app just "hangs" but the website implies that there is some kind of maintenance happening. But it has been unavailable for a considerable time now. Answer came there none.

Does anyone have any idea what is going on? They are happy to debit my account for my journeys but are depriving me the opportunity to check I have been correctly charged!

Cheers
tt

 

[Mcr Warrior]

@TravellingTyke. Likely you're one of many who have been affected by the recent cyber attack. More info here...

Cyber security incident in September 2024

Keep up to date on the latest investigations into the cyber security incident and our response

tfl.gov.uk

Extract(s)...

We identified some suspicious activity on Sunday 1 September and took action to limit access. We are conducting a thorough investigation into the incident, alongside the National Crime Agency and the National Cyber Security Centre.

Oyster and contactless customers - online journey history is currently unavailable through any of our platforms

Also been discussed on here in this thread...

TfL Cyber Security Incident

I’ve just had an email saying that TfL are dealing with a cyber security incident. Has anybody else been contacted? Dear Mr Hadders, We are currently dealing with an ongoing cyber security incident. At present, there is no evidence that any customer data has been compromised and there...

www.railforums.co.uk

 

[TravellingTyke]

Thanks, I obviously need to improve my googling skills. I had tried various combinations of searches but mainly around the specific issue, namely journey history, when clearly the issue is much wider than that. Thanks for the links.

 

[setdown]

It is a bit rubbish being unable to correct incomplete journeys. Both Waterloo and City line readers bugged out on me on exit, and I can see from my bank transaction that I got charged a lot more than usual. But at this time, one can't fix contactless journeys.

 

[TravellingTyke]

Funnily enough, I just boarded a train at Gidea Park and wasn't sure whether it touched in correctly (the gates were open) so I touched again only to get an "already used" message, so I am hoping that I don't have a similar issue that I might miss the moment to correct!

 

[redreni]

It is a bit rubbish being unable to correct incomplete journeys. Both Waterloo and City line readers bugged out on me on exit, and I can see from my bank transaction that I got charged a lot more than usual. But at this time, one can't fix contactless journeys.

TfL will be lucky if those who encounter unreasonable delay in having wrongful charges refunded do not pursue them for compensation.

 

[MikeWh]

It is a bit rubbish being unable to correct incomplete journeys. Both Waterloo and City line readers bugged out on me on exit, and I can see from my bank transaction that I got charged a lot more than usual. But at this time, one can't fix contactless journeys.

I would be tempted to call customer services and request a refund. If they say they can't do it then contact your bank and request a chargeback.

 

[Mawkie]

I would be tempted to call customer services and request a refund. If they say they can't do it then contact your bank and request a chargeback.

You're the expert, so wondering if a chargeback risks a code 80 on the gate next time that card is used?

 

[Taunton]

It is starting to look like the cyber attack has become yet another TfL convenient excuse to do nothing when the revenue charging errors are in their favour. (Custom House DLR to Liz Line interchange, two years on, looking at you) There are a number of longstanding overcharging issues with the system, which have generally been poo-poo'd away with statements that you can spend your evenings doing an accountant's audit of your journey history and charges, and then contact them to have overcharging resolved. Now even that has been taken away. Notable that, noted above, there are Yet Again comments on problems with the freestanding readers on the Waterloo & City line leading to overcharging. Goodness knows why these cannot be sorted out.

There's no point taking the issues up with the Mayor or the London Assembly, who supposedly provide the public oversight of TfL, because they just parrot back whatever line TfL have given to them.

 

[redreni]

It is still possible to do the accounting if you remember where you've been, in the sense you can (usually) work out what you should have been charged and compare that with your bank/card statement, then pursue TfL for any overcharging.

It is highly unsatisfactory that this can go on for weeks on end, though. I didn't think there was sufficient pricing transparency even when the system worked more or less as intended by its designers.

The broken system that TfL is now operating, with most of the safeguards designed to give a measure of protection to the consumer stripped out, should not in my opinion be allowed to go on operating. TfL should be told to think of an alternative in the next week or else just turn off the validators and open the gates.

I am genuinely shocked that so few passengers appear to have noticed the lack of any facility to check what they have been charged and resolve any anomalies over such a long period. It suggests the proportion of people who simply never check, which I already assumed to be high, must be very nearly 100%.

 

[MikeWh]

You're the expert, so wondering if a chargeback risks a code 80 on the gate next time that card is used?

You are possibly right. There must be some way to get TfL to refund incorrectly charged journeys though. Maybe through Money Claims Online (MCOL)?

 

[Watershed]

You are possibly right. There must be some way to get TfL to refund incorrectly charged journeys though. Maybe through Money Claims Online (MCOL)?

That would be the obvious candidate, yes, if a complaint (with possible escalation to London Travelwatch) doesn't get anywhere.

 

[Taunton]

I am genuinely shocked that so few passengers appear to have noticed the lack of any facility to check what they have been charged and resolve any anomalies over such a long period.

I have certainly noticed it, but there appears blow all that I can do about it.

 

[Haywain]

The inability to access journey history must be limited to some extent as I have been able to see my journey history through both the TfL Oyster app and on the website. This was particularly useful a few days ago when I ran close to hitting a maximum journey time and needed to check my touch in time.

 

[MikeWh]

The inability to access journey history must be limited to some extent as I have been able to see my journey history through both the TfL Oyster app and on the website. This was particularly useful a few days ago when I ran close to hitting a maximum journey time and needed to check my touch in time.

It looks like journey history is available for Oyster but not contactless.

 

[Haywain]

It looks like journey history is available for Oyster but not contactless.

That would make sense, as it's Oyster that I use.

 

[redreni]

I have certainly noticed it, but there appears blow all that I can do about it.

Well, yeah, I'm sure that would be true of most forum users if they use TfL's contactless payment system. But we're hardly typical of TfL's customer base.

Nobody in my office has even mentioned it, for example. Despite the fact we only have to work 60% of the time in the office and nearly everyone who lives within the contactless area seems to use contactless.

In other words, I think there are a lot of people in my office who use contactless and haven't been able to check their journey history for nearly three weeks, but they haven't noticed that because they never check their journey history. They would probably only notice if they made a journey on contactless for which they needed to claim expenses.

 

[Bungle965]

They would probably only notice if they made a journey on contactless for which they needed to claim expenses.

Something that I've done thinking I would be able to access the portal soon, unfortunately it's still unavailable.

 

[infobleep]

So glad I have an Oyster card. I no longer have a discount loaded on it, but it's not affected by this issue.

 

[MikeWh]

Just reported on BBC London news at the end of the 10:

TfL says there is no set date for when commuters using contactless cards will be able to see their journey history online again. The system has been down due to an ongoing security cyber attack. TfL says Londoners will be notified once it is available and they can go online and correct any incomplete journeys.

I wonder whether they have been reading this thread?

 

[dciuk]

You're the expert, so wondering if a chargeback risks a code 80 on the gate next time that card is used?

What is a code 80?

 

[Mawkie]

What is a code 80?

Sorry, I could have explained better earlier. Gates will offer a code when presented with cards - there is a list from an FOI here.

The famous one being 09 - a coding error on the ticket, usually demagnetised!

Code 80 means the card has been blocked by the issuer.

 

[35B]

I would be tempted to call customer services and request a refund. If they say they can't do it then contact your bank and request a chargeback.

I've got a definite incomplete journey, but am waiting till Contactless accounts are available again before I press on it. Having seen the other side of what's involved when there's a cyber attack, my "don't be an ass" radar has kicked in with respect to the teams.

 

[londonbridge]

BBC was using that report all day yesterday right from the Breakfast programme, I reported it in the other thread.

== Doublepost prevention - post automatically merged: 24 Sep 2024 ==

Just reported on BBC London news at the end of the 10:

 

[ThisIsSurbiton]

The inability to access journey history must be limited to some extent as I have been able to see my journey history through both the TfL Oyster app and on the website.

I find that mine works eventually... But there are four or five duplicate cards in the app and only one of them has any journeys and payments associated with it. And when I got home tonight all the gates were open with red lights, so expecting fun and games later, unless the (usual) journey is completed automatically, which would normally happen. The lack or patchiness of real-time data recently suggests a widespread attack.

 

[Bungle965]

. But there are four or five duplicate cards in the app and only one of them has any journeys and payments associated with it.

That's totally normal, it creates a new one everytime you use a new device.

 

[infobleep]

Just reported on BBC London news at the end of the 10:

I wonder whether they have been reading this thread?

TfL says there is no set date for when commuters using contactless cards will be able to see their journey history online again. The system has been down due to an ongoing security cyber attack. TfL says Londoners will be notified once it is available and they can go online and correct any incomplete journeys

I trust they will notify non-Londoners too.

 

[mad_rich]

I've been patiently waiting for this to be fixed, so I can check my journey history (along with a few hundred thousand other people, I imagine!).

I was unable to touch out a month ago due to a flat battery in my Apple Watch (which did not operate in Power Reserve mode, as I'd hoped for), and I can't work out whether I've been charged a maximum fare or not. I was let out of the station, then tapped onto a bus with the same card on my phone.

Is it safe to assume that, when things come back online, TfL will be able to correct any errors? I'm sure there will be a huge backlog.

 

[Russel]

Has there been any recent update on when TFL estimate contactless login will be available?

 

[Mike395]

Has there been any recent update on when TFL estimate contactless login will be available?

No, TfL haven't updated their incident page since 10th October.