TfL: Changes to Oyster accounts - and service suspension in May

Transport for London (TfL) is making a major change to the Oyster account system in May.

From the middle of this month, customers with an Oyster account will need to register a mobile phone number as a security measure.

The system, known as ‘multi-factor identification’ (MFA), means that when you log in, as well as entering a username and a password, you will need to send a code that has been sent to your phone by text message.

To introduce the change, Oyster and contactless services via the web and mobile app will be unavailable for half a day or more.

When is TfL starting multi-factor identification?

From 2pm on Monday May 15, Oyster and contactless services via the web and mobile app will be unavailable, with work due to be completed “by the morning of Tuesday May 16”.

Oyster and contactless customer services centres will also be unavailable during these works.

Where needed, customers are advised to top up Oyster cards before that date.

What is TfL’s multi-factor identification?

Customers will be asked to set up MFA by providing a mobile phone number the next time they sign in to or create an Oyster or contactless account, after May 15. Customers who do not have access to a mobile phone can call 0343 222 1234 for support.

To log in with MFA, customers will enter their username and password as before, but they will also need a six-digit one-time code. This will be sent by SMS (text message) to the registered mobile phone.

Oyster and contactless only in Europe

Oyster and contactless online accounts can only be accessed within Europe. Customers from outside Europe can contact TfL us for help.

Why TfL is using SMS authentication?

According to TfL’s website: “SMS multi-factor authentication adds an accessible and commonly used layer of security to protect our online services. We continue to review our security to find the best balance between protection and usability. We may consider additional authentication methods in the future.”