Issues with contactless TfL travel payments

All users should have received a notification this morning to say that we are experiencing some issues with our cards being used for contactless travel with TfL.

When using your card for travel, the money for the journey is not taken immediately, but simply authorised “offline” for later settlement, so companies like TfL (or maybe also when spending money while flying) can settle the amount at the end of the day.

Unfortunately these specific transactions are not being authorised at the moment. We are investigating the reason and will resolve it as soon as we can.

Please make sure you have an alternative card with you if you are travelling on a train or bus today.

Other transactions, whether chip-and-pin, contactless or online, will work fine and are not affected by this issue.

Update:

This issue is still ongoing. It is a TfL-specific issue regarding payments and not a technical issue, and is out of Dozens’ control.

We are in touch with TfL to get them to make a fix from their side and we do hope this can be resolved for our customers very soon as we realise that many of you have been using your cards for travel. As soon as it is fixed, I will update this topic again.

As TfL like to say, “We apologise for any inconvenience caused to your journey” (but we mean it)

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Further update:

TfL have confirmed to us that this is a Mastercard issue and nothing to do with Dozens itself.

Dozens currently has a ‘shared BIN’ (Bank Identification Number) which was common with Loot who recently went out of business. We strongly suspect that our cards have been caught up in the effort to deal with the impact of Loot’s closure.

We have informed both TfL and Mastercard that our customers are being affected and we do hope they will fix this very soon.

As mentioned above, this issue is specific to TfL, and all other transactions and transfers on your Dozens cards are working normally.

To avoid this happening again in future, our roadmap includes us getting a dedicated BIN so that we are not at the mercy of external factors like this.

We are afraid that the issue with using your Dozens card on TfL has yet to be resolved. We are very sorry, and as frustrated as you are.

We know that this is affecting many of our customers, hundreds of whom use Dozens cards for commuting – including ourselves.

We are in touch with TfL and other partners regularly, and have voiced that the delay in resolving this issue is simply not acceptable.

We’ve already heard how some of you have been affected via our Helpdesk, but we’d also like to reach out to the community for any feedback so we can take it directly to TfL.

Have you been personally affected?

Please do let us know if you used to use your Dozens card for commuting and this problem has created issues for you. Perhaps it has required you to have to manage multiple cards or balances, or maybe it has made budgeting for your travel harder?

Any feedback we get will be raised directly with TfL and of course we will also do our best to resolve it for you as soon as possible.

Hi @robert, I’m in London today and this has happened to me . Obviously paid with another card whilst already attempting to use my card on 2 different bus routes :see_no_evil:. Well, my friend paid as I only took my dozens card out for the night :see_no_evil:.

Sorry to hear that. I’m going to share more details about the background to this, but we’ve been affected by decisions taken by others and there’s nothing we can do about this ourselves.

We are doing everything we can to fix this.

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Update 28th July 2019:

Our partners have confirmed the cause of this TfL issue and have agreed to resolve this as soon as they can. Unfortunately, we have been told that their solution is expected to take another 5-6 weeks to put in place, so you will likely be unable to use your Dozens card for contactless travel over the summer.

Further details for your information:

Dozens’ debit cards have been caught up in a decision by the card issuer to stop accepting the cards of a financial provider called Loot who recently ceased operations, for “offline” transactions on TfL.

As you probably know, TfL is not able to check your live balance when you tap in on a bus or station, so they register your travel and only settle up at the end of the day. They therefore have to be reasonably sure that the cards they accept during the day will be valid when they request the payment.

To avoid any potential misuse of cards that should not be used, TfL were advised to block all cards that start with the BIN (Bank Identity Number) associated with those Loot cards.

This BIN is like a telephone number area code - each customer still has a unique number, but they are grouped together for administrative ease. While Dozens has absolutely nothing to do with that business, we happened to have the same “area code”, and unfortunately for Dozens customers, our cards were blocked too in error.

The systems used by TfL were unable to distinguish between Loot and Dozens, and therefore to re-enable our cards, these systems need to be upgraded. The work is ongoing and will need to be rolled out to TfL’s network. This will take time, and we have been advised it could take around 6 weeks for them to put this in place.

We know this is incredibly disappointing and frustrating as it affects all of our customers, including all Dozens staff who are also active users like you, and we have made this clear to all those involved.

Dozens will be making several changes as a result of this, including working on securing our individual BIN to avoid this sort of thing happening again.

There will be other changes too, and we will share some of these in the next few weeks.

For the time being, we are afraid that you will still be unable to use your Dozens cards for contactless travel on TfL. You can still use your Dozens card for all other transactions, and you can even use it to top-up an Oyster card instead. However, you may need to use a different card for travel for the time-being.

If you have any further questions, please share them here and I will do my best to answer these for you.

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A message about this has been sent to all customers in the app as well. Do feel free to comment here if you have any further questions

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We are very pleased to say that as of this morning, Dozens cards are again being accepted on TfL for contactless travel.

Many of the team have already been out testing their cards this morning and we’ve had no further issues, but if you do experience any, please do let us know here or by contact customer support.

We are sorry that you’ve been unable to use your card and track your daily travel in London as part of your regular budget.

Look out for those mango cards out and about in London again!

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It is a great week to get your Dozens card out and get back on the underground as well, since we have some new ads going up around the underground. They’re also appearing at locations across the country on poster sites.

Do let us know if you spot one “in the wild”

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