Guidance for claims relating to current TFL system issues

Transport for London (TFL) is currently dealing with an ongoing cybersecurity incident and has taken action to limit its severity. This has impacted various parts of their systems.

For more information, visit Cyber security incident – Transport for London (tfl.gov.uk).

The action taken by TFL has impacted Oyster and contactless customers as online journey history is currently unavailable on any of their platforms. Because of this, you cannot attach journey evidence to TFL Payment Card lines or reimbursement claims.

To mitigate this issue we have set out the following temporary guidance:

Payment Card lines

When reconciling Payment Card lines, please add the journey details (both station names) to the “add information” box in the claim.

This will trigger a “soft stop” in IPSA Online because no receipt is attached. When this happens, please select “Submit anyway” and add “TFL system issues” in the text box that appears.

Reimbursement claims

Enter the journey details (both station names) into the “add information” box of the claim and attach proof of the transaction (for example, a screenshot of the bank transaction or equivalent) as evidence.

This is temporary guidance and once the TFL system issues are resolved, our usual evidence requirements will apply.