Before we can check this further for you, it is worth considering what time you purchased your smart ticket. Check out some of our frequently asked questions. 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. The concession can only be used in the vehicle you nominated on your application form. receive the highest rate of mobility component of the Disability Living Allowance; Log in to manage your Mersey Tunnels account. 3. Share Your Details. There is a restriction to four vehicles for each personal account. The new system is called T-FLOW and will replace the current Fast Tag account system used at the Queensway (Birkenhead) and Kingsway (Wallasey) tunnels, modernising the way tunnel users can pre-pay for their journeys. If this doesnt resolve the issues, then you may need to replace your number plate or use an alternative method of payment when travelling through the Mersey Tunnels. Each of the paragraphs within this agreement operates separately. The Resident Concession is only available for personal use. 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 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. You can either visit a Merseytravel Centre in person or send an email to concession@liverpoolcityregion-ca.gov.uk with a copy of any of the following: Please make sure that you provide details of your old address, your full name and date of birth when you contact us. Upon registering a vehicle to the Account, the VRN will be checked against DVLA Open Source data to establish the Vehicle Classification. Registered as living in a property in Halton, Knowsley, Liverpool, Sefton, St. Helens, or Wirral local authority boundaries, i.e., your property is within the council tax area of these councils. Receipts are available for viewing and downloading up to 6 months after your journey. Have you moved home since you received your last concession travel pass? Additional charges will be made for vehicles of exceptional height or width which require a Police escort. You receive the highest rate of mobility component of the Disability Living Allowance. Try using the savings calculator to see how much you can save using T-FLOW. Please use the AUTO lanes to pay with the correct change or by contactless. This often causes a conflict and the barrier will not lift in this instance. What if I dont want to register my vehicle for T-FLOW? 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. 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. If there is a vehicle immediately in front of you, please do not attempt to follow on the green or amber light relating to that vehicle transaction. You can check how much you spend and keep track of the journeys you have made via our online account management system. You may find the answer or help you need there. 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. It is the Account Holders responsibility to ensure payments are successfully processed. Once payment has been approved, the barrier will rise. If this information changes, for any reason, you must notify us immediately. Customers will be asked to make an initial payment onto their T-FLOW account by debit or credit card, this will add credit allowing the customer to travel almost immediately and removing the need to wait for Fast Tags to arrive by post. No trains are running from the station. The full amount of your top up is credited towards any journeys. In doing so you confirm that the information is true to the best of your knowledge and it is the Account Holders responsibility to inform us immediately of any error or change. T-FLOW account online at merseytunnels.co.uk. 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. Customers may continue to use their Fast Tags, but we will no longer issue any new tags and will ask customers to register vehicles instead. 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. We suspend services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 7 days; If you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services or, We discover the Account is being misused in contravention to the terms of this agreement, Any other material breach of the terms of this agreement. Click here to find out more about T-FLOW and calculate how much you can save. Check out some of our frequently asked questions online. or pay for any additional journeys by cash or card. 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. The maximum fine for breach of a byelaw is 1,000. Do I need to attend court? To request a receipt, please have your card payment details available and click here. I have a foreign licence plate can I still register? Once registered, if the vehicle presents at the toll plaza, the plate will be read by the camera in the toll lane and checks made to ensure that there is sufficient credit on the account to make that journey. T-FLOW is a video tolling system that reads your vehicles registration as you approach the toll lane. I have a summons relating to an offence inside the tunnel. You will need a pre-paid toll account and you must not be travelling for business reasons. However, the scheme operates on a pre-payment basis, so during the application process you will be asked to make an initial payment to your account which will add credit so that you can use it straight away. Merseytravel accepts no liability for any loss or damage to property howsoever arising from the use of the T-FLOW concession Account unless the loss or damage is caused by the default of negligence of Merseytravel. You must notify Merseytravel of any change to your address, vehicle registration or personal information. You can call our Customer Service Contact Centre on 0151 330 1000where a member of the team will be able to cancel your lost or stolen pass. As part of the works, the Mersey Tunnels website will be down for maintenance to get ready for the new system from 9am on Monday 1 November until the afternoon of Wednesday 3 November. If you are eligible you will receive a number of free journeys through the Mersey Tunnels every year. For bank accounts requiring more than one signatory you will need to complete a new Direct Debit Mandate Form and either post this to us at Merseytravel, PO BOX 1976, Liverpool L69 3HN or hand this in to your nearest Merseytravel Centre. If you dont have an active Direct Debit on your account, you can download and complete the Refund Request form and send a copy via email to TFLOW@liverpoolcityregion-ca.gov.uk and a member of the team will process this manually. This application provides the best possible management for your Mersey Tunnels Fast Tag. 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). 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. What happens if I need to make more than my planned journeys? If you want to change the payment date or amount of your Direct Debit, first you must cancel the Direct Debit as above. You can register a vehicle to only one T-FLOW account. The User shall not sell, tamper with or wilfully damage the Fast Tag. Mersey Tunnels Fast Tag top up and account queries. 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. 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 not use this concession in vehicles being used for carrying passengers or goods for hire or reward. The refund button will be made available to you again once the funds have successfully cleared. We are sorry for any inconvenience caused. 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. Please complete the application form below. Try our quick savings calculator to see if you may also benefit from savings by using T-FLOW. I am an existing Fast Tag customer do I have to move to T-FLOW? 8. Refunds and Compensation. Receipts are available for viewing and downloading up to 6 months after your journey. We will need to see proof of your address. Minimum charge one hour. 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. For vehicles using the Wallasey (Kingsway) Tunnel then the maximum permitted vehicle dimensions are 5m in height, 2.9m in width and 12.2m in length. Nothing in these terms will affect those legal rights. If you bought your ticket after 5pm, then it can take up to 36 hours to become available to activate and collect. What documents do I need as proof of eligibility? This is likely due to your active Direct Debit payment date on your account. 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. Do I have to be in the vehicle to use the concession? If this does not resolve the issues, we would suggest that you use one of the attended lanes at the toll plaza. You have the legal right to end the contract immediately as above, the contract will not end until 28 days after the day which you contact us requesting to leave the T-FLOW scheme. However, if this is not possible for any reason, you will be prompted to supply a range of documents to verify your eligibility. They are all up to date and will always work for logging in securely on our website! If your vehicle is returned, you must notify us immediately either online or by phone. 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. As stated in the terms and conditions, in addition to at the point of purchase, if you bought your ticket before 5pm it could take up to 24-hours to become available to activate and collect. 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. 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. Adhere to our simple steps to get your Mersey Tunnel Fast Tag prepared quickly: Find the template from the library. New customers can register for a T-FLOW account online. Mersey Tunnels | Merseytravel 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.. Lines are open 8am to 8pm, Monday to Friday for general enquiries. 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. Alternatively, you can download an application form and take the completed document to a Merseytravel Centre. We are sorry for any inconvenience caused. 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. To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit. Open a T-FLOW account 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. 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. We will contact you in advance to tell you we are suspending the Account unless the problem is urgent or an emergency. 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. You must travel through an attended toll booth to receive the free journey. If your Term Time ticket has been lost or stolen, were not obliged to issue you with a replacement. We are sorry for any inconvenience caused. Our online application process, or address change, will automatically verify your residency. Step 1. For all other users the Class 1 toll is 2.00. 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. Please enter your details below to apply for a T-FLOW Account with Mersey Tunnels. Both Mersey Tunnels are open 24 hours a day, 364 days a year (on Christmas Day only Kingsway (Wallasey) Tunnel is open). There will be an additional charge of 16 for administrative costs if breakdown charges, escort fees or outstanding tolls remain unpaid after 14 days. We may not agree to this, and in most cases, we are unable to transfer or assign the Account to another person or third party. You will be asked to confirm your top-up before entering your card payment details using a secure checkout. It uses Radio-Frequency Identification, (RFID), which lets you pay for fuel and zip through fuel stations. What if I have multiple cars in my household? Mersey Tunnels has operated the Fast Tag scheme for almost 30 years and has many customers using this scheme. . 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. 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. You can cancel your T-FLOW account at any time . 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. How do I calculate my monthly Direct Debit Payment? Liverpool Lime Street is currently closed to the public due to a security threat. Merseytravel is responsible for making good any damage to your property directly caused by us under this agreement which arises from our default or negligence; however, Merseytravel accepts no liability for any loss or damage to property howsoever arising unless the loss or damage is caused directly by the default or negligence of Merseytravel. 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. 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. 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. For vehicles and trailers the maximum combined length (including any load or loads and drawbar) is 18.3 metres. Merseytravel shall at all times comply with the Data Protection Act 2018 and any other relevant legislation in relation to the use of personal data. Personal accounts are restricted to a maximum of 4 Users. Our state-specific web-based blanks and crystal-clear instructions eliminate human-prone mistakes. Please have the bank sort code and account details to hand. Type all necessary information in the necessary fillable areas. 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. If you are still unable to resolve the login problem, read the troubleshooting steps or report your issue. Monday, October 25, 2021 T-FLOW system replaces current Fast Tag system over time Automatic Number Plate Recognition (ANPR) will be used with barriers Pre-paying for journeys remains the. We aim to have normal service resumed as swiftly as possible. Merseytravel may, at any time, make minor changes (unlikely to affect your use of them) to the Account or Toll barrier and these terms in order to; Merseytravel may, at any time, make more significant changes to the Account, Toll barrier and these terms, if we do so we will notify you and you may then contact us to end the contract before these changes take effect and receive a refund of any monies paid. Take your form, a passport. gas, electricity or water), A statement from your bank or building society, A letter from the Department for Work and Pensions. 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. or (For customers paying by mobile devices (Apple or Android) receipts will be available through your provider). 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. If the damage could be a risk to personal safety, you can call 0800 731 3699to report the damage. Do I have to register to get the discount? Payment will be made directly to the bank account from which the Direct Debit is taken. What is the Mersey Tunnel's Residents Discount Scheme? If you are unable to apply online, or you are not the approved signatory for the bank account you can download and print theApplication FormandDirect Debit Instruction, then present this with your initial payment at any of our Merseytravel Centres. FASTag Breeze through long lines at toll plazas with IDFC FIRST Bank FASTag - FIRSTForward. However, we may close one of the Tunnels, usually at night, to carry out maintenance. Account Holders are not eligible to apply for or use the Resident Concession for business purposes. You hold a Disabled Persons (Blue) Parking badge Merseytravel shall use its reasonable endeavours to process your Application request within 30 days of receipt of the completed Application and supporting documentation into our office It is the Account Holder's responsibility to register the correct VRN on the Account and notify Merseytravel immediately if they sell that vehicle or it is stolen. Step 3. Bicycles are not permitted through the Kingsway (Wallasey) Tunnel. Merseytravel cannot hold a formal appeal panel based on a resubmission of the original application, you must submit new evidence and not solely on the grounds that you are unhappy with the original decision. -If you change your nominated vehicle you must let us know by calling. You will not have to pay Merseytravel to repair or fix the defect under this clause, unless, arising from a breach of this agreement on the part of the Account Holder or User(s) or a failure in accordance with the general conditions. The discount is only available to eligible, registered T-FLOW accounts for personal journeys. 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. Once the Account is open Users can start to make journeys on the vehicles (VRN) registered. I have registered my plate on line and it wont read. Customers have the option to open a personal or business T-FLOW Account. Can I ride my bicycle through the tunnel? User means the vehicle VRN / or user of the T-FLOW scheme registered by the T-FLOW Account Holder. You can view receipts for payments for up to 6 months. The easiest way to do this is to log in to your online T-FLOW account at merseytunnels.co.uk. Enter the amount you want to be refunded and click Submit. For Tunnel Fast Tag enquiries please email tag@merseytravel.gov.uk. You have the option to print or download this for your records. Account holders who live in the City Region also benefit from a further discount on their journeys. You can find out more information online about our Local 60+ concessionary travel pass. It is the User(s) responsibility to ensure that they do not proceed through the Toll Barrier on another vehicles toll payment. This same problem is also common with the letter D and C etc. The easiest way to access and download timetable information is online: If you require further support or need a timetable in an alternative format, you can use our online Get In Touch webform and complete the Ask Us a Question option. In the event a payment is unsuccessful, the Account will not be credited, this may result in the Account having insufficient funds. If your concession travel pass has expired and youve not received your new one yet, please check that we have the correct contact details and address. We aim to have normal service resumed as swiftly as possible. Try our quick savings calculator to see if you may also benefit from savings by using T-FLOW. Penalty surcharge 60, 350 per hour. 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