London & South East Riders Locked Out — TfL Working on Fix

TfL customers locked out of accounts when registered phone numbers become inactive

TfL Users Locked Out by Old Phone Numbers

Transport for London customers can't access their online accounts when registered phone numbers become inactive, transit officials said. The verification system sends security codes to old numbers, preventing users from updating contact information or managing their accounts. Officials confirmed the issue affects riders across London and the South East region who need to check journey history or update payment methods.

Security Measure Creates Access Problem

The account lockout stems from TfL's security verification process, which requires text message confirmation to make profile changes. While the measure protects accounts from unauthorized access, it creates a problematic cycle for customers whose phone numbers have changed. Transit officials said the system sends verification codes to the registered number, but users can't update that number without first receiving a code at the old contact. Specific details about how many customers are affected weren't available by publication time.

Issue Reported Across Service Area

TfL confirmed the access problem on February 5, though officials haven't said how long the issue has persisted or whether it's a recent system change. The agency classified the severity as low, but customers report significant inconvenience when trying to manage travel accounts. Officials didn't provide data on the number of affected users or how frequently the problem occurs. Transit agencies typically track account access issues to identify system vulnerabilities, though TfL hasn't released specific metrics about this verification problem.

Customer Service Offers Manual Resolution

TfL directed affected customers to contact customer service directly for assistance updating account details, officials said. The agency hasn't announced whether it'll modify the verification system to prevent future lockouts or offer alternative authentication methods. Officials didn't provide a timeline for potential system changes that would allow users to update contact information through different verification channels.

Riders Need Direct Agency Contact

Customers experiencing account access problems should contact TfL customer service for manual assistance with profile updates, officials said. The agency hasn't specified whether alternative verification methods like email or security questions will be added to the system. Moovit provides real-time journey planning for TfL services without requiring account registration or phone verification.