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.
Payment must be made by midnight of the following day of your journey. If no payment is made then an Unpaid Toll Charge Notice will be posted to the registered keeper of the vehicle once we get the details from the DVLA.
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.
o You can pay online here
o You can pay using the automated payments line 01915740030
o We can NOT accept payment via cash or cheque
Pay Later reference numbers are 13 digits long and contain no letters. Check the 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
No, the Pay Later ticket payment terms are separate and payment can not be deducted from your Pre-Paid account.
As long as you are still within the payment window (by midnight of the following day of your journey) following your journey, you can recover the reference number of your Pay Later (Schedule of Charge) by clicking here.
If you are outside of the payment window and the Pay Later (Schedule of Charge) ticket is unpaid, an Unpaid Toll Charge Notice will be posted following a request to the DVLA for the registered keeper’s details.
UTCNs are issued either when a Pay Later (Schedule of Charge) is not paid by midnight of the following day of your journey, or if you have been through a Pre-Paid lane and not stopped at the red light to make provision to pay.
These are posted out to the registered keeper within 14 days of your payment deadline. It can sometimes be longer depending on how long it takes the DVLA get back to us with the address. You will have 14 days from the date the UTCN is produced to make your discounted payment.
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.
o £60.00 + your toll, which is reduced to £30.00 + your toll if paid within 14 days of the UTCN being produced
o If payment is not made within 28 days it increases to £100 + your toll
o You can pay online here
o You can pay using the automated payments line 01915740030
o We can NOT accept payment via cash or cheque
o We can only accept appeals by following this link
o For us to make a decision regarding your appeal it is important you upload as much evidence as possible to support your appeal
No, we can only accept appeals by following this link.
o We endeavour to get back to you within 10 working days of us receiving your appeal, and it helps if you upload as much evidence as possible.
o Once your appeal has been made, the discount period is paused until your appeal has been reviewed and responded to.
As long as you have a Blue Badge or your vehicle is tax exempt due to a disability
o Blue Badge Exemption (an individual)
You will need to complete and sign an application form and send us:
· a passport sized photograph
· a copy of both sides of your Blue Badge
· a copy of your proof of address (bank statement, utility bill etc)
· a stamped addressed envelope
o Disability Tax Exemption (a vehicle)
You will need to complete and sign an application form and send us:
· a copy of the V5C document (vehicle log book)
· a copy of your DWP letter confirming your higher or enhanced DLA/PIP
· a stamped addressed envelope
The forms can be found here.
Renewals are required annually
The renewal form can be found here.
o If you have applied for a Blue Badge Exemption, we will post you a permit following your application for you to stick on your windscreen
o If you have applied for Disability Tax Exemption we will add your vehicle’s registration plate to our ANPR system so you don’t need a permit
o A Pre-Paid account is the most efficient way of paying for your journey as the cost is deducted from your credit
o You receive a 10% discount on each journey
o Add credit to your account (please note it may take up to 10 minutes after topping up for credit to be available on your account)
o You can set up a Direct Debit each month to add credit to your account
o You get notifications to advise you when you credit is running low
o 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)
You can apply 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.
After you’ve topped up your Pre-paid account, please ensure you wait at least 10 minutes before you travel through the Tyne Tunnels.
This is to ensure there’s enough time for us to process the payment and for it to become available on your Pre-paid account.