If you have previously suspended your Direct Debit and simply wish to reinstate it, so long as all of the details such as amount and payment date remain unchanged, click on resume and this will be reactivated for your next payment. Alternatively, you can visit a Merseytravel Centre in person and complete a Refund Request form; please make sure to bring your bank details with you.. Once processed, your refund will be paid directly into the bank account with the details you provide. 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. Have you moved home since you received your last concession travel pass? By applying for the Resident Concession, you confirm that the information that you provide is true and to the best of your knowledge. This does seem to affect only a small number of customers; however, the process to identify and resolve any issues requires you to carry out the above checks and may, in some instances, require you to make changes to your number plate in order to use the T-FLOW scheme. you receive the enhanced rate of the mobility component of the Personal Independence Payment; PLEASE DO NOT SEND ORIGINAL DOCUMENTS. No trains are running from the station. If you did not receive a receipt when you made the payment using this method; unfortunately, we are unable to provide you with a copy receipt and would advise that customers ask the member of staff for their receipt when making their payment. Our online application process, or address change, will automatically verify your residency. Buy FASTag. You must show your Disabled Persons (Blue) Badge to Merseytravel staff if they ask. MERSEYTRAVEL OBLIGATIONS Merseytravel endeavour to create a T-FLOW Account within 5 days of receipt and accepting your completed Application. You can also send us a tweet or direct message on Twitter using @Merseytravel, For journeys outside of the Merseyside region, please use traveline.info or you can call Traveline directly on 0871 200 22 33. View the full Fast Tag Concessionary Travel terms and conditions (PDF), View the full T-FLOW Concessionary Travel terms and conditions (PDF). Mersey Tunnels has operated the Fast Tag scheme for almost 30 years and has many customers using this scheme. Our staff will be able to help you over the telephone, between 8am and 8pm, Monday to Friday. New customers can easily register for a T-FLOW account online, as part of the process will register their Vehicle Licence Plate Number, which will be checked against DVLA source data to automatically set the correct toll classification for the vehicle in line with existing categories. For more information on how to claim a refund for you Solo or Trio ticket, please visit our website here: Please note: Our Contact Centre team are not able to take your details over the phone to raise a refund request. Please enter your details below to apply for a T-FLOW Account with Mersey Tunnels. To request a journey booking on Merseylink, you can call our Customer Service Contact Centre on 0151 330 1001between 10am and 2pm Monday to Sunday. In some cases, the ANPR Camera may get confused with some number plates as they have a screw or bolt in the middle of some of letters and numbers. This is likely due to your active Direct Debit payment date on your account. 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. Your pass will be hotlisted immediately to prevent any unauthorised use; our team will then take a payment and order you a replacement pass which will be despatched by post to the address we hold on record. or pay for any additional journeys by cash or card. There may be occasions when we must suspend your T-Flow Account or User(s) on the Account to deal with technical problems or make minor technical changes or to make updates to reflect any changes in relevant laws or comply with any regulatory requirements placed upon Merseytravel. your current council tax bill, or a utility bill with your name and address dated within the last 3 months As a consumer, you have legal rights in relation to this agreement where it is not carried out with any reasonable skill and care, or if the materials Merseytravel use are faulty. We are sorry for any inconvenience caused. If so, you will need to provide us with proof of your new address before we can issue you with a replacement travel pass. No discounts will be given on cash or card payments. T-FLOW is the most convenient way to pay for your journeys through the Mersey Tunnels, see our Tolls Fees and Charges. If you are eligible you will receive a number of free journeys through the Mersey Tunnels every year. 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). Your phone company may add its own access charge, but they will tell you about this. 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. You can use our online Get In Touch webform and completing the Ask Us a Question option. 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. The Resident Concession is only available for personal use. 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. As was previously the case, a number of vehicles can be added to one account for electronic payment. 75 per hour. Personal accounts are restricted to a maximum of 4 Users. When will I receive my new allocation of journeys in my account? Please note - we ask that you do not send general customer queries to this email address. The simple answer is "No", the toll rate is not liable to VAT and therefore receipts are not issued to customers. 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. 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. 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. Mersey Tunnels has introduced Automatic Number Plate Recognition camera technology (ANPR) at both Birkenhead (Queensway) and Wallasey (Kingsway) plaza. Please use the AUTO lanes to pay with the correct change or by contactless. When emailing the team, please include a copy of the proof of purchase for your ticket (this will either be an email if your purchased online or a paper receipt if you bought it in person). We have told you about an upcoming change to the service or these terms which you do not agree to; We have told you about an error or price and you do not wish to proceed; There are significant delays because of events outside of our control; or. Receipts are available for viewing and downloading up to 6 months after your journey. 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. The documents you should supply are: Bicycles are not permitted through the Kingsway (Wallasey) Tunnel. Yes, it is a condition of issue that is strictly monitored. 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. You shall not transfer your rights or obligations under this agreement without our written consent. 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. If you are still unable to resolve the login problem, read the troubleshooting steps or report your issue. Please Note: We cannot process refunds during a Direct Debit payment collection this means the refund button will be removed from your account 3-days prior to your Direct Debit collection date and up to 3-days after. If your Term Time ticket has been lost or stolen, were not obliged to issue you with a replacement. To request a receipt, please have your card payment details available and click here. 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. Receipts are available for viewing and downloading up to 6 months after your journey. However, if this is not possible for any reason, you will be prompted to supply a range of documents to verify your eligibility. You can find out more information about the DVLA standards online here. If you have an excess credit on the account and you have a Direct Debit linked to your account, you may request a refund online. Mersey Tunnels introduce T-FLOW the new scheme that replaces the Fast Tag system as the quick easy pre-payment option for travelling through the Mersey Tunnels. Merseytravel is the strategic transport advisor to the Liverpool City Region Combined Authority and is also responsible, on its behalf, for transport delivery. However, we may close one of the Tunnels, usually at night, to carry out maintenance. @MerseytravelTV 422 subscribers Subscribe http://www.merseytravel.gov.uk Home Videos Shorts Playlists Community Channels About Videos Play all 1:08 T-FLOW - the pre-paid toll for Mersey Tunnels. Merseytravel does not exclude, or limit in any way, our liability to you where it might be unlawful to do so. The concession can only be used in the vehicle you nominated on your application form. 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. Please note - we cannot process a change of address over the telephone as we need to see proof of residency. We usually operate a reliable service however sometimes things can go wrong. If your vehicle is returned, you must notify us immediately either online or by phone. You have the option to print or download this for your records. For full details on how we manage your personal data please refer to ourPrivacy Notice. Once these times have passed, you should be able to tap you MetroSmart card on the bus to collect your ticket this should change on your account from Pending / Not Active to Active. In processing your Application and administering your Account, Merseytravel will take reasonable measures to ensure services are carried out using reasonable skill and care. Does the Local Residents Discount apply to taxis, driving instructors, or others who use their vehicles for business use? Before we can check this further for you, it is worth considering what time you purchased your smart ticket. Our passenger charter sets out any compensation you may be entitled if this does happen. Our postal address is: Merseytravel, PO Box 1976, Liverpool, L69 3HN. For foreign licence plates the Account Holder must provide Merseytravel with the correct VRN and country code, failure to do so may result in passage being refused. T-FLOW account online at merseytunnels.co.uk. For local rail queries, you can speak to Merseyrail or for other rail services, check out online services for National Rail. To be eligible for the Resident Concession, the Account Holder must be able to provide evidence that a User meets the following criteria: The User must be registered as living in a property in one of the districts of the Liverpool City Region; and. 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. Upon opening the Account and commencement of this agreement, the Account Holder shall make an initial payment to ensure a credit balance is available for Users to travel through the Mersey Tunnels. Find your ticket when you answer a few questions about you and your journey, 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, Motorcycle with sidecar and 3-wheeled vehicle, Private/light goods vehicle up to 3.5 tonnes gross vehicle weight, Passenger vehicle other than a motor car with seating capacity for under 9 person, Private/light goods vehicle up to 3.5 tonnes gross vehicle weight, with trailer, Heavy goods vehicle over 3.5 tonnes gross vehicle weight, with two axles, Passenger carrying vehicle with seating capacity for 9 or more persons, with two axles, Heavy goods vehicle over 3.5 tonnes gross vehicle weight, with three axles, Passenger carrying vehicle with seating capacity for 9 or more persons, with three axles, Heavy goods vehicle over 3.5 tonnes gross vehicle weight, with four or more axles. We are sorry for any inconvenience caused. For all other users the Class 1 toll is 2.00. If the answer to your query isnt listed, you want to make a complaint or report an issue, then please click or tap on the Get in Touch button and follow the options to send us your comments. The easiest way to do this is to log in to your online T-FLOW account at merseytunnels.co.uk. Lines are open 8am to 8pm, Monday to Friday for general enquiries. If you live within the local authority boundaries of Liverpool, Wirral, Sefton, Knowsley or St Helens you will receive 200 free journeys every year. Step 3. JULY 2021 Evidence For Office Use Only You will need BOTH of the following Provided (Tick) Initials / Date Passport sized . If you think this increase in usage is more long term you should increase your Direct Debit payment for your maximum convenience. If we are unable to accept your Application, we will inform you of this in writing and refund any payments made to us in advance in full. 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. You can view receipts for payments for up to 6 months. You can apply for free travel through the Mersey Tunnels if: A VRN can be linked to only one T-FLOW Account. 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. 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. We work together to make investments in areas that have a real impact on our communities, such as transport, employment, culture, digital and housing. 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