You can cancel your T-FLOW account at any time . It is the Users responsibility to ensure the Account has the required funds available to operate the Toll Barrier. You can view receipts for payments for up to 6 months. 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. 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. Minimum charge one hour. 8am to 8pm - Saturday, Sunday and Bank Holidays. In processing your Application and administering your Account, Merseytravel will take reasonable measures to ensure services are carried out using reasonable skill and care. 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. (For customers paying by mobile devices (Apple or Android) receipts will be available through your provider). We aim to have normal service resumed as swiftly as possible. 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. To make a claim, simply click on the compensation tab below . 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. Receipts are available for viewing and downloading up to 6 months after your journey. 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. 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. 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. There will be an additional charge of 16 for administrative costs if breakdown charges, escort fees or outstanding tolls remain unpaid after 14 days. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards Office. Share Your Details. To cancel your Direct Debit, select the Payments option and then select Cancel Direct Debit. 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. 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. Can I ride my bicycle through the tunnel? 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. However, if this is not possible for any reason, you will be prompted to supply a range of documents to verify your eligibility. Our state-specific web-based blanks and crystal-clear instructions eliminate human-prone mistakes. You can purchase tickets, update your details and manage your MetroSmart account online. Lines are open 8am to 8pm, Monday to Friday for general enquiries. 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). 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. 3. What happens if I need to make more than my planned journeys? 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. 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. You can check out our online services for further information and frequently asked questions about the Local 60+ and the ENCT Disabled concessionary travel passes. 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 think this increase in usage is more long term you should increase your Direct Debit payment for your maximum convenience. Work has been carried out over the last few months to install automatic number place recognition (ANPR) cameras in all toll lanes at both tunnels. We will need to see proof of your address. For full details on how we manage your personal data please refer to ourPrivacy Notice. These cameras will read vehicle number plates and activate the payment process if they are registered to an account. What is the maximum gross vehicle weight permitted in either of the tunnels? 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. Penalty surcharge 60, 350 per hour. Do I have to register to get the discount? The easiest way to top-up your T-FLOW account is to sign in to your account online using the Mersey Tunnels website. If you have any questions or complaints please contact us, you can do so by telephone to our Customer Service team on 0151 330 1004 or by email totflow@liverpoolcityregion-ca.gov.ukor in writing by post to Merseytravel, PO Box 1976, Liverpool, L69 3HN. 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. Simply calculate the maximum number of journeys each month and multiply this by the toll rate. 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. 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 aim to have normal service resumed as swiftly as possible. Our postal address is: Merseytravel, PO Box 1976, Liverpool, L69 3HN. 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. Once your application has been verified and eligibility approved, your vehicle will be automatically classified and when it presents at the toll plaza and is read by the camera and you will automatically be charged at the discounted toll rate. The concession can only be used by you, the concession holder. If this information changes, for any reason, you must notify us immediately. 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. Mar 17, 22 (Updated: Aug 05, 22) What problem are you having with merseytunnels.co.uk? How do I calculate my monthly Direct Debit Payment? Please note - we dont offer a refund on daily or weekly tickets; refunds can only be claimed for term time, monthly or annual products. I want to appeal against a decision to refuse my application, 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. For further details please email tag@merseytravel.gov.uk. 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. To qualify for the Liverpool City Region discounted toll rates, you must be able to provide evidence in support of your application and discounts are permitted on registered T-FLOW accounts on class 1 vehicles for personal use only. If you change your vehicle, you can update this easily, simply by registering the new vehicle online at www.merseytunnels.co.uk What do the traffic light and lane display messages mean? 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. You can access your account and statement information. Mersey Tunnels has introduced Automatic Number Plate Recognition camera technology (ANPR) at both Birkenhead (Queensway) and Wallasey (Kingsway) plaza. I have read and accepted the terms and conditions. T-FLOW is a video tolling system that reads your vehicles registration as you approach the toll lane. 75 per hour. Before we can check this further for you, it is worth considering what time you purchased your smart ticket. 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. transactions in live time as well as the status of Fast Tag account balances. 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 may contact us to end the contract if we suspend your account, or tell you that we are going to suspend it, in each case for a period of more than 7 days, and we will refund any sums that have been paid to Merseytravel in advance. The Account Holder shall make future payments to their Account in advance, by monthly Direct Debit or online top up using a debit or credit card via the Mersey Tunnels website. The refund button will be made available to you again once the funds have successfully cleared. 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. What is the Mersey Tunnel's Residents Discount Scheme? We are sorry for any inconvenience caused. Vehicle class 1 may use any toll lane, vehicle classes 2, 3 and 4 must use attended lanes and the T-FLOW wide lanes at Wallasey. 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. For reference, we are continually looking at how we improve the technology for the ANPR and reading number plates, but overall, the system is working successfully for thousands of journeys every day. Minimum charge one hour. your current driving licence You can cancel your T-FLOW account at any time . Loss or damage is foreseeable if either it is obvious that it will happen, or, if at the time the contract was made, both we and you knew it might happen. We are sorry for any inconvenience caused. This agreement is between you and Merseytravel. T-FLOW account. To qualify for this discounted toll rate, you must be able to provide evidence that you meet the criteria below: - Click here to find out more about T-FLOW and calculate how much you can save. Our passenger charter sets out any compensation you may be entitled if this does happen. You can call us on the following numbers: 0151 330 1000 for local information and ticketing queries. as the ANPR Camera will only read those approved by the DVLA. What are the permitted size/dimensions of a vehicle through either of the Mersey Tunnels? Booking requests can be made no earlier than 2-days before and no later than 7-days before your requested journey date. The concession can only be used in the vehicle you nominated on your application form. You can register quickly and easily online by visiting www.merseytunnels.co.uk and following the step by step process. It is the User(s) responsibility to ensure that they do not proceed through the Toll Barrier on another vehicles toll payment. 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. If you need further support or have any questions about the LCR Resident Discount Scheme, you can use our online Get In Touch webform and complete the Ask Us a Question option. 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. Yes, it is a condition of issue that is strictly monitored. Log in to manage your Mersey Tunnels account. Try our quick savings calculator to see if you may also benefit from savings by using T-FLOW. Mersey Tunnels on your application form update your details and manage your MetroSmart account online using the Mersey?... Quick savings calculator to see proof of your address the status of Fast Tag account balances the... 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