For any query regarding tunnel Fast Tag contact- tag@merseytravel.gov.uk. To login with Merseytravel fast tag account login, you can use the official links we have provided below. 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. They are all up to date and will always work for logging in securely on our website! Merseytravel reserves the right to terminate this agreement and close the Account in accordance with clause 9 if we reasonably believe an Account is being used fraudulently or for illegal purposes. The discount is allocated to your T-FLOW account. Booking requests can be made no earlier than 2-days before and no later than 7-days before your requested journey date. Both Mersey Tunnels are open 24 hours a day, 364 days a year (on Christmas Day only Kingsway (Wallasey) Tunnel is open). Check out some of our frequently asked questions online. Merseytravel does not exclude, or limit in any way, our liability to you where it might be unlawful to do so. Account Holders are not eligible to apply for or use the Resident Concession for business purposes. We aim to have normal service resumed as swiftly as possible. In the months that follow the launch of T-FLOW, our Customer Service team will be making contact with existing customers to discuss their account migration in more detail - until then you may continue to use Fast Tag to avoid any inconvenience. 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. Eligible Liverpool City Region Residents can still benefit from the discounted toll on any personal journeys made using their T-FLOW account. These cameras will read vehicle number plates and activate the payment process if they are registered to an account. Share Your Details. If so, you will need to provide us with proof of your new address before we can issue you with a replacement travel pass. Yes, you must register in advance for T-FLOW and demonstrate that you are eligible for this discount. 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. 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. Adhere to our simple steps to get your Mersey Tunnel Fast Tag prepared quickly: Find the template from the library. It is very important that you do not exceed the total number of journeys that you used to calculate the monthly payment. It is the T-FLOW Account Holders responsibility to ensure that the Account has appropriate funds to operate the Toll Barrier. If you are a registered T-FLOW user, then you can log in to your account online and select theTransactionsoption from the top of the page. To qualify for this discounted toll rate, you must be able to provide evidence that you meet the criteria below: - You must travel through an attended toll booth to receive the free journey. Lines are open 8am to 8pm, Monday to Friday for general enquiries. What happens if I change my vehicle or it is stolen? 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. If so, the barrier will raise and the correct toll payment for that vehicles class will be deducted from the account balance. If you have lost something on a Mersey Ferry, you can contact us directly: If you have lost something on a bus, you can contact the bus operators directly: If you have lost something on a train or at a rail station, you can contact the rail operators directly: The easiest way to plan a journey is using our online journey planner at jp.merseytravel.gov.uk. 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. 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. Select the Payments option followed by Request Refund. 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. 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. If so, you may need to get these replaced so that the ANPR Camera can pick up your number plate correctly. Or you can visit a Merseytravel Centre. Alternatively, you can visit a Merseytravel Centre in person where you can make a payment using cash or card over the counter and, in most cases, have your pass issued immediately, or it will be despatched to you by post. Further information can be found at on the Governments website. 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. 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. Merseytravel Phone Number and Contact Information Contact Us If you would like to leave a compliment or complaint, ask a question or report an issue, please get in touch. Cash and Fast Tag Team Use Only Account number: For full details of the General Data Protection Regulations (GDPR) and Terms and Conditions of the Mersey Tunnels Concessionary Fast Tag Scheme please visit in the box here. Full details of tolls, fees and charges are available at www.merseytunnels.co.uk. These are located in Birkenhead, Bootle, Huyton, Liverpool One, Queen Square and St Helens bus stations, Find your ticket when you answer a few questions about you and your journey. Penalty surcharge 60. We usually operate a reliable service however sometimes things can go wrong. Misuse of the concession may lead to prosecution. I want to travel through the tunnel. It is affixed on the windscreen of your vehicle and enables you to drive through toll plazas, without stopping for cash transactions. 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. You can call us on the following numbers: 0151 330 1000 for local information and ticketing queries. Please complete the application form below. Please have the bank sort code and account details to hand. 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. Customers have the option to open a personal or business T-FLOW Account. What is the maximum gross vehicle weight permitted in either of the tunnels? To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit. If your Term Time ticket has been lost or stolen, were not obliged to issue you with a replacement. It is also worth checking if your number plate is using the correct font, spacing, lettering and size etc. Or, you can visit a Merseytravel Centre in person for further support. Buy FASTag. As T-FLOW is a pre-payment scheme it will only operate whilst your account is in credit. Do I have to be in the vehicle to use the concession? T-FLOW account online at merseytunnels.co.uk. Our online application process, or address change, will automatically verify your residency. Mersey Tunnels Fast Tag top up and account queries. The discount is only available to eligible, registered T-FLOW accounts for personal journeys. 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. View the full Fast Tag Concessionary Travel terms and conditions (PDF), View the full T-FLOW Concessionary Travel terms and conditions (PDF). We may transfer our rights and obligations to another organisation if required (such as a requirement due to change in law or governance) however, we will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under this agreement. You can check how much you spend and keep track of the journeys you have made via our online account management system. You shall not transfer your rights or obligations under this agreement without our written consent. No trains are running from the station. To update, visit bit.ly/3GgiZ2h . 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. Check out some of our frequently asked questions. 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. 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. This T-FLOW system is the pre-payment option, removing the need for the customer to carry cash or make a card payment in the toll lane. For a renewal, please complete the renewal form below. Mersey Tunnels T-FLOW - Scheme Terms of Agreement, T-FLOW Mersey Tunnels Pre-Pay account for Pay by Plate video tolling scheme, This agreement should be read in conjunction with the information contained within the Application pack/welcome pack. The easiest way to do this is to log in to your online T-FLOW account at merseytunnels.co.uk. Registering for T-FLOW is free. One of the benefits of T-FLOW is that you can manage your account onlinevia your dashboard where you can view your statement or see an itemised history of journeys made. T-FLOW is a video tolling system that reads your vehicles registration as you approach the toll lane. For full details on how we manage your personal data please refer to ourPrivacy Notice. As well as being more convenient and allowing quicker travel through the toll plaza, you no longer have to wait for Fast Tags to arrive by post or activate them before use. Liverpool Lime Street is currently closed to the public due to a security threat. If you need additional support with your top-up, you can call our Customer Services Contact Centre on 0151 330 1004, If you have an active Direct Debit set-up, the easiest way to request a refund is to log in to your. account to operate the Fast Tag system at the Toll Barrier (g) The Fast Tag shall at all times remain the property of Merseytravel and must be returned upon request. Sep 4, 2017 - Merseytravel says improvements will make it easier to collect rejected coins. The documents you should supply are: 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. The lane display messages mounted on the right-hand side of each toll lane indicate the status of your T-FLOW account. Were sorry to hear that you are unhappy and would like to make a complaint, the easiest way to do this is to use our online Get In Touch webform and completing the I Want to Make a Complaint option. The debts are not of a level that would significantly impact the level of the toll. Merseytravel's budget meeting will be held this Thursday 3rd February at 2pm at 24 Hatton Garden, Liverpool, L3 2AN (which is open to the public). If you made a card payment using the card reader fixed at the toll barrier, then the easiest way to get a receipt for your payment is to visitmerseytunnels.co.ukand click theRequest a receiptpanel on the main page. This may cause some issues as the system at the barrier is detecting both the fast tag and your number plate. For full details on how we manage your personal data please refer to our. For the Queensway (Birkenhead) Tunnel the maximum permitted gross vehicle weight is 3.5 tonnes, except for local bus services and emergency vehicles. (Form to be completed in black . or With T-FLOW you pay only for the journeys that you make, if you do not use all of your credit it will be carried forward to the next month. If you have any questions or complaints about the Mersey Tunnels Concessionary travel T- FLOW scheme please contact us. Mar 17, 22 (Updated: Aug 05, 22) What problem are you having with merseytunnels.co.uk? The User shall not sell, tamper with or wilfully damage the Fast Tag. Under the terms of the agreement, if you are a resident of the Liverpool City Region, an Account Holder has the right to make an Application for the Resident Concession to be applied to a User of the Account. 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. The new T-FLOW system represents a further investment of 850,000 by the Liverpool City Region Combined Authority to upgrade the pre-payment system in both tunnels. You have the option to print or download this for your records. We are sorry for any inconvenience caused. Merseytravel accepts no liability for losses arising from incorrectly entered VRN. We will utilise only relevant categories of DVLA OpenSource Data for the purposes of verifying your vehicles make and model and automatically classifying the toll category to charge the appropriate toll fare. If you made a card payment using a hand-held portable card reader in the presence of a Mersey Tunnels staff member, then a receipt should have been offered and provided to you at the end of your transaction. The tour will take approx two hours. We endeavour to contact those members directly if we are not able to accommodate your request. 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). Get in Touch Before. We will contact you in advance to tell you we are suspending the Account unless the problem is urgent or an emergency. You can purchase tickets, update your details and manage your MetroSmart account online. It is the Users responsibility to ensure the Account has the required funds available to operate the Toll Barrier. 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. 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. Once payment has been approved, the barrier will rise. You can keep a track of your balance online and the lane display messages will also indicate when your balance is running low to alert you to top up your account. How to apply Apply online Apply online Visit a Merseytravel Centre Please complete the application form below. Once you are registered for the scheme our website allows you to amend your address online - the process will treat you like a new applicant and you must prove that you remain eligible for the Liverpool City Region residents discount. Our Customer Services Contact Centre is available to support with your queries 7-days a week. JULY 2021 Evidence For Office Use Only You will need BOTH of the following Provided (Tick) Initials / Date Passport sized . Please be advised that we may use agencies to verify and confirm your identity and residence. Our staff will be able to help you over the telephone, between 8am and 8pm, Monday to Friday. via your dashboard where you can view your statement or see an itemised history of journeys made. T-FLOW account. With T-FLOW you pay only for the journeys that you make, if you do not use all of your credit it will be carried forward to the next month. Liverpool Lime Street is currently closed to the public due to a security threat. 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. This application provides the best possible management for your Mersey Tunnels Fast Tag. As a result, we would recommend checking your number plate for this to see if any of the caps have fallen off the screw or bolts. If you have any questions about the ENCT Disabled concessionary scheme or a query about your application, you can use our online Get In Touch webform and complete the Ask Us a Question option. You may also obtain or submit your application for Fast Tag or the Mersey Tunnels Concessionary Travel Scheme via a Merseytravel Centre. Log in to manage your Mersey Tunnels account. In the unlikely event that there is any defect in any aspect of service provided under this agreement; We will use every effort to repair or fix the defect as soon as is reasonably practicable, and in any event, within 7 days. If you change your vehicle, or it is stolen, or you wish to declare the vehicle as SORN you may report this online via the Mersey Tunnels websitewww.merseytunnels.co.ukor by phoning our Customer Services team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukThe User/VRN will be blocked to prevent unauthorised usage. Anything above that weight may still travel subject to prior approval based on a load calculation basis. transactions in live time as well as the status of Fast Tag account balances. This now ensures sufficient funds are generated through tunnel use to allow for their upkeep and improvement without borrowing. If the number plate does not meet these requirements it will not be read by the ANPR camera located in the toll lane and you must pay by cash or debit / credit card to proceed with your journey. 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. Account Holder means the individual responsible for management of the T-FLOW account, Application means the formal application process followed by the Account Holder, Account means the account set up for the operation of electronic tolling / pay by plate through Mersey Tunnels T-FLOW Scheme for the Account Holder, Liverpool City Region means the districts of Halton, Knowsley, Liverpool, Sefton, St Helens and Wirral, VRN means the vehicle registration number(s) linked to the account for toll payment, Merseytravel means Merseytravel, the operator of the Mersey Tunnels, No 1 Mann Island, Liverpool, L3 1BP as well as its employees, agents, sub-contractors and assignees, Toll Barrier means the Mersey Tunnels toll barrier at Birkenhead and Wallasey toll plazas, Resident Concession means the discount available, upon application, to eligible residents of the Liverpool City Region. For Tunnel Fast Tag enquiries please email tag@merseytravel.gov.uk. Take your supporting documents to a Merseytravel Centre or post them to: Liverpool Lime Street is currently closed to the public due to a security threat. If you change your vehicle, you can update this easily, simply by registering the new vehicle online at www.merseytunnels.co.uk Now, creating a Mersey Tunnel Fast Tag requires at most 5 minutes. We aim to have normal service resumed as swiftly as possible. Step 3. 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. Bicycles are not permitted through the Kingsway (Wallasey) Tunnel. Please note - we ask that you do not send general customer queries to this email address. If you are a member of the press or media and have a query, please send an email to communications@liverpoolcityregion-ca.gov.uk where a member of our Communications Team will contact you back directly. 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