Customer FAQs

In order to process your query as fast as possible, please look for your question in the FAQ below to ensure you get through to the correct area and your query is resolved as efficiently as possible.

If your query has not been answered below, you can contact us via our website here or by calling our Customer Contact Centre on 0191 574 0031, lines are open Monday-Fri 8:15-19:00, Saturday 9:00-13:00 and Sunday 9:00-12:30.

Pay for Passage FAQs

Payment must be made by midnight the day after your journey. If no payment is made then an Unpaid Toll Charge Notice will be posted to the registered keeper of the vehicle.

There may be a problem with your payment source, browser or device. We recommend you try making payment using another card, another device and/or another internet browser.

You can pay online or via our app, as well as our automated telephone payment line on 0191 574 0030 or at a PayPoint retailer.

We can NOT accept payment via cash or cheque.

Check the Vehicle Registration Number is correct and try again, and consider using another device or another browser.

If you have tried this and still have problems you can contact us here or by calling our Customer Contact Centre on 01915740031, lines are open Monday to Friday 08:15 – 19:00, Saturday 09:00 – 13:00 & Sunday 09:00 – 12:30

If you have a foreign Vehicle Registration Number, you can pay using our normal payment methods. When inputting your Vehicle Registration Number, just type it as normal.

Unpaid Toll Charge Notice FAQs

UTCNs are issued when:

  • you do not pay within the payment window of by midnight the day after your journey
  • you are a Blue Badge holder who drove straight through without being a registered user or not stopping at an inspection lane to present your Blue Badge
  • you are a Pre-paid customer who travelled without sufficient credit and didn’t top up your account by midnight the day after your journey.

We aim to post your Unpaid Toll Charge Notice (UTCN) 14 days after you missed the payment deadline of midnight the day after your journey. It can sometimes be longer depending on how long it takes the DVLA get back to us with the address.

After the payment deadline for the toll is missed and you receive your UTCN, you will have 14 days from the date the UTCN is produced to make your discounted payment.

Learn more about how a Unpaid Toll Charge Notice (UTCN) works here.

You will need to speak to the lease/hire company the vehicle is registered to, as the UTCN process is automated and posted out to the registered keeper of the vehicle.

  • £60.00 + your toll, which is reduced to £30.00 + your toll if paid within 14 days of the UTCN being produced
  • If payment is not made within 28 days it increases to £100 + your toll
  • You can pay online here
  • You can pay using the automated payments line 0191 574 0030
  • We can NOT accept payment via cash or cheque

Learn more about our appeals process here.

Please click here if the UTCN has been paid for by the lease/hire company. If the UTCN has not been paid, please follow the normal appeals process.

You can not appeal a paid UTCN via the standard appeal method on our website.

We do have however a formal process for appealing a paid UTCN is on a webform, please click here. Please complete your appeal with as much detail as possible, and attach any supporting evidence that may support your case. This will avoid us having to come back to you to request additonal information.

If you would like any further infomation on the appeals process, please view our info page here. If you’d like to discuss this further with us, please call the customer contact centre on 0191 574 0031.

 

Exemption and Blue Badge

As long as you have a Blue Badge or your vehicle is tax exempt due to a disability

Blue Badge Exemption (an individual) You will need to complete an application form online and send us the attachments listed:

  • side 1 and side 2 of your Blue Badge
  • a copy of a recent official document showing the name and address of the Blue Badge holder (bank statement, utility bill etc)
  • Disability Tax Exemption (a vehicle) You will need to complete an application form online and send us the attachments listed:
    • a copy of page 2 of the V5C document (vehicle log book)
    • a copy of your DWP letter confirming your higher or enhanced DLA/PIP

·You can also fill out a postal application found here.

Renewals are required annually

The renewal form can be found here.

You will no longer receive a permit to put on your windscreen. After your application has been processed, you will receive correspondence from us to set up an online account and manage your account this way.

Automatic Number Plate Recognition (ANPR) cameras will detect your Vehicle Registration Number as you drive straight through the Tunnels.

Pre-Paid Accounts

A Pre-Paid account is the most efficient way of paying for your journey as the cost is deducted from your credit.

  • You receive a 10% discount on each journey
  • Add credit to your account easily with Auto Top-Up and not have to worry about your credit running out
  • You can set up a Direct Debit each month to add credit to your account
  • Our App allows you to update all of your account details such as adding new vehicles and changing contact preferences in real time (new vehicles may take up to 10 minutes to register and be available on your account).

Sign up for a Pre-paid account here.

You can add as many vehicles as you want to your account.

No. You can only have a vehicle on one Pre-Paid account at a time.

You can travel straight through the Tunnels without a delay after topping up your Pre-Paid account.

Sometimes journeys can be put in a manual review queue for quality control purposes. This means it may take some extra time before the journey shows on your account. Please ensure you have sufficient funds on your account to cover all of your journeys.

Why is there a “Correction” on my account?

Manual corrections can be made to accounts for a number of reasons. Please see the common reasons below;

  • Your number plate was not read with high confidence. In this instance a staff member will review the journey image and deduct your toll manually
  • You have a direct debit. The top up could appear as a “correction”
  • You have topped up by cheque. The top up could appear as a “correction”

If you are ever unsure about a correction please call our contact centre and an agent can talk through this with you.

General FAQS

We do not routinely examine commercial vehicles however drivers of hazardous OR abnormal loads must report before entering the Tunnels.

Yes, but it will need to be checked before entering either of the tunnels. Please pull into the inspection lane on approaching the tunnel.

Towed vehicles will be charged separately unless entirely under the control of the towing vehicle i.e. no driver is present in the towed vehicle.

Please ensure the registration plate of the towed vehicle is covered to prevent additional charges.

Automatic Number Plate Recognition (ANPR) is a specialised camera system capable of reading vehicle number plates. The vehicle registration number is read and instantly checked against our database of vehicles registered on pre-paid or exempt accounts. As you drive through the Tunnels, these cameras will detect your vehicle and deduct the toll from your Pre-Paid account or allow you to make payment by midnight the day after your journey.

Incorrect Spacing
It is crucial to have the digits spaced correctly. If you are unsure of the required spacing for your registration, you can check how it is displayed on your V5C logbook (or your V778/V750 if you are yet to receive your V5C). Spacing incorrectly makes your plate harder to read by the ANPR cameras.

Placing of Bolts
Sometimes bolts can make a letter or number look like a different digit from a distance. This could make your registration look like a completely different combination, a combination that might be registered to another vehicle.

The Wrong Font
There is a specific font that is used on UK plates, which allows it to be clearly read and each letter and number to be easily identified. The standard font used is ‘Charles Wright’.

Incorrect Background
Applying non-standard backgrounds, colours or even stickers can interfere with the ANPR reading. The front plate must be the standard white background, while the rear plate must be the standard yellow background.

3D and 4D Number Plates
If you have a 3D or 4D number plate the ANPR will not be able to read it correctly. Please be aware that if you wish to use the ANPR prepaid accounts you will need to have a standard number plate.

Invalid Flags
Some people like to add a flag to their plates but it must be positioned correctly and must be a valid flag as only a set number of flags are permitted on a UK plate. These are:

EU Flag (Please note; we suspect this might change in the future due to Brexit)
St. George Cross
Union Jack
Red Dragon of Wales
Scottish Saltire (St Andrew Cross)

Credit and debit card payments cannot be taken directly at the tunnels. You will drive straight through the tunnels without stopping therefore you can use your debit/credit card to pay online or via our automated telephone payment line by midnight the day after your journey.

Please find all payment methods available here.

Light goods vehicles and caravans no longer need to be inspected. However, drivers of hazardous loads must report to a member of TT2 staff before entering the tunnels.

Yes. It is 10% cheaper to have a Pre-Paid account, and it can be topped up 24/7 online, via our App or by telephone.

Yes, as we will need to move your vehicle as quickly as possible. For details please see our Breakdown Recovery page.

Yes. Only animals that are not in a vehicle are banned from travelling through the tunnels.

The tunnel is no different to a well lit road at night. Hence you are required to switch on your headlights upon entering the tunnel for your safety, and the safety of other motorists.

Some congestion may be experienced during peak periods; weekday mornings from 7.00 – 9.00am and evenings from 4.30 – 6.00pm. Traffic volume is normally heavier heading north in the morning and south in the evening. Outside of these times you can normally travel without delay.

The tunnels are open 365 days per year, however some single lane closures are necessary to ensure the maintenance and safe operation of our site. Further short duration (approximately 20 minute) full closures of the tunnels are sometimes necessary to deploy traffic management and to complete certain maintenance activities.

During lane closures reduced speed limits (10mph) are in operation, please comply with all road signage and instructions given by tunnel staff. Additional closures may be required to address priority issues, where possible these closures will be advertised in advance on social local media and our website.

No. There is no additional charge for caravans or other trailers. However, the vehicle pulling the trailer will be required to pay the appropriate toll.

The current toll is: Motorcycle FREE

Car, Van or Bus 3m high and 2 axles £1.90

LGV, Van or Bus 3m high or more or 3 axles or more £3.90

The customer service team can be reached Monday to Friday 08:15 – 19:00, Saturday 09:00 – 13:00 & Sunday 09:00 – 12:30 on 0191 574 0031.

Our office is permanently closed for visitors.

Please visit our complaints and appeals procedure page here.

Please find more information and the request form here.

We do not accept American Express cards for payment.