Congestion Charging Fleet Auto Pay User Guide
Contents
1. Congestion Charging Fleet Auto Pay User Guide Version 2 1 March 2015 Information correct at time of publication Transport for London Contents Welcome to Fleet Auto Pay User Guide ccccceccccseececeeeeseeeeeeeeeeseecesseeeeseeessaeeeseeeesseeeas 3 NN 4 DNT 6 1 How to access your account online Lavoisier senere eee 8 2 Howto navigate your account ONIING ccccccceecceeeceeeceeeeeeeeeeeseeesaeeseeeseeeseeeseeeneeeneeenes 9 3 How to view and update account user details rrrarrnnnrrnnrnnnrrnnrvnnrnnrrnnnrvnnrvnnrnnnrnnnennre 10 4 How to view and manage your registered vehicles rrrrnrrrnnrrnnrrvrnrrnnnrrnnrrennrrrnnrennenn 16 5 Manage payments siccsaiancxosninwaimsaianewoaninneamsdianisnmaninetnamsaieniowosnineiamsdianewnsnianoumadianeamaniweoameain 23 O CONAC TUS aae E E EE EN EN ee 30 NUMME 32 Page20f32 Welcome to Fleet Auto Pay User Guide This guide provides all the key information you will need to manage Fleet Auto Pay online at tfl gov uk cc Online you will be able to e Maintain the details of your account users e Maintain your list of registered vehicles e View your current and previous Fleet Auto Pay Usage and transactions e Purchase Ad Hoc charges If you require any further information please call our Fleet Team on 020 7649 9860 Key Things to Remember gt You will need to maintain a minimum of 6 vehicles in order to operate Fleet Auto Pay gt Vehicles ident2. Add another vehicle to this account Upload a CSV vehicle list Download your full vehicle list MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 9 Registered vehicles This page shows the details and the status of any vehicles that are registered to your Organisation and Fleet Auto Pay if you have registered for this The Edit delete links enable you to manage each vehicle There are links on this page that will enable you to add other vehicles upload a CSV file containing information on multiple vehicles at one time or create and download a list of vehicles for your own purposes Links to these features can also be accessed directly on the My Account page You will be able to tailor how you display your vehicle information by using the Filter feature which provides options using a drop down menu to arrange your vehicle listing by Cost Centre Discounts Payment Service and status Select your preferred filter and then click to remove any filter that has been used click and all your vehicles will be displayed Each page will display up to 20 vehicles Page 160f 32 4 1 1 Edit Vehicle On clicking the Edit link for a given vehicle additional information about the vehicle will be made available that can be changed subject to your user permissions Figure 10 shows how in this way you can add a vehicle to the Fleet Auto Pay Until the butto
3. Charging gt My Account My Account My vehicles Add a vehicle Upload vehicles Payments View Fleet Auto Pay activity Payment history excluding Fleet Auto Pay View statements Register payment card details Pay an ad hoc Congestion Charge Pay the Congestion Charge Pay the Low Emission Zone charge Documents 1 Vehide list template CSV 1KB Fleet Auto Pay user guide PDF 700KB T Direct Debit mandate PDF 336KB A Fleet Auto Pay T amp Cs PDF 100KB Account users t Add a user Organisation details Update organisation details My details Update my details t Change my password Options Other discounts and exemptions Contact us Make an enquiry Make a complaint Most computers will open PDF documents automatically but you may need Adobe Reader Figure 2 My Account page See also Charging zone Penalties and enforcement About the charge Page 9 of 32 3 How to view and update account user details 3 1 Account Users By clicking on Account Users from the My account page you will see a list of all the users on the organisation account An example is provided in Figure 3 Accessibility Help amp Contact Sitemap Transport for London Search Search Live travel Getting Home HER said Tickets Corporate You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account r Sign ou
4. Kingdom AB1 2BE PIN 123478 Edit details Remove user Reset web access Back to list Figure 4 View Users Page100f32 The information which is displayed and the options that are available are dependent on the permissions of the User who is signed in These permissions are defined when a Relationship Manager or Administrator creates a User Only users with administrator permissions will be able to see the PIN of other Users Options to Eetsetals including the PIN Remoeuser and Resetwebaccess are only available to Administrators 3 1 2Edit Details By clicking on iitdttals you can make changes to the details that have been displayed Click the button to retain any changes you have made Please remember when making changes to the Role of the User it is important to remember that there must be a Relationship Manager on the account and only one So if you wish to change the role of the existing Relationship Manager you must first make another user a Relationship Manager 3 1 3 Remove User The Removeuser button is only available if you are not viewing details of your own user account To delete a user who is a Relationship Manager you must first make another user the Relationship Manager 3 1 4Reset Web Access lf a User cannot access their account online because they have forgotten their password and the answers to their security questions this feature can be used by another Account User Relationship Manager o
5. You will replace ALL the vehicles in your account by uploading a new vehicle list The vehicle list must be submitted in csv format You can download a template containing the correct format You may find it helpful to download your existing vehicle list and modify it REMEMBER The Upload will completely replace your current vehicle list ensure all your current vehicles are included Failure to include discounted vehicles will result in the discount being removed Please check before you continue Select a fle to upload 7 Browse Upload gt MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 12 Upload vehicle list 4 1 5Create a vehicle upload file A vehicle list can be made either by downloading an empty template from our website or by downloading and using your existing vehicle list if you have vehicles on your account The links shown on Figure 12 download a template or download your existing vehicle list will enable you to access a file for you to use for your upload Page 19 of 32 The upload file needs to contain the information as specified in the table below The first four rows in the table below are those that can contain data when uploading vehicles The rows shaded are only displayed as part of the vehicle list when it is downloaded the content of these fields are not used for the purposes of uploading vehicles The Vehicle Registr
6. allows you to continue or reconsider the account closure After confirming account closure by clicking the Close account button you will be given a reference number and confirmation of your account closure which will take place at midnight on the day of request Accessibility Help amp Contact Sitemap Transport for London Search Search Live travel Getting Business amp news around Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Organisation Details gt Close account Close Account You have requested to close your account Warning If you continue to close your account this will also affect any of the payment channels you have registered for e g CC Auto Pay mobile text messaging and any discounts you may have registered for Fleet Auto Pay manage my Fleet Auto Pay You have at least one active charge manage my charges Please advise why you are closing your account maximum 1000 characters Characters remaining 1000 Back Close account Figure 25 Close your account Note Only a Relationship Manager can close an organisational account If the Relationship Manager is not available to initiate or Support such a request you will need to provide a closure request on company headed paper signed by the Managing Director of the company Page 320f 32
7. may prefer to use the vehicle upload process detailed in sections 4 1 4 Upload a vehicle List and 4 1 6 Create a vehicle upload file Page 7 of 32 1 How to access your account online 1 1 Sign into your account To access your account go to tfl gov uk cc and click on the Sign In link in the top right hand corner of the page This will open the page you see in Figure 1 Accessibility Help amp Contact Sitemap Transport for London Search Search Home Live travel ELSE Tickets Road users Corporate Sidi news around partners Existing customers sign in Please enter the information requested below Account number Password or 4 digit PIN I have forgotten my password or 4 digit PIN I have a 6 digit PIN New customers register online Register now to create an account Did you register with us over the phone Back MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Figure 1 Sign In page Enter your numeric User Customer Number and the 8 digit alphanumeric password containing at least one letter and one number that you set up the first time you sign in to your account and then press or hit the Return Enter button Once the details have been verified you will be taken to the My Account landing page where you can access and manage the features of your account 1 2 Forgotten my password link This link will take you to a page which asks a number of secu
8. or debit card to your account you will save time should you wish to pay for charges outside of your Fleet Auto Pay such as the Low Emission Zone daily charge if you have any vehicles that do not meet the required emissions standards On clicking the Register payment card link from the My Account page you will be able to register a new payment card delete or update an existing payment card Accessibility Help amp Contact Sitemap Transport for London Search Search Live travel Getting Home RENE san Road users You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Payments gt Manage payment cards Registered payment cards Select a payment method Update preferred payment methods American Express card 0002 default Remove r E oe ES ES visa Register new card MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 18 Registered card landing page Business amp Click Register new card to add a new payment card and then enter your card details as instructed Accessibility Help amp Contact Sitemap S Transport for London Search Search Live travel Getting Business amp Home HENG en Road users Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1
9. the address entered when setting up their user account After this and each subsequent time they sign in they will have to use their customer account number and the password they will have set up for themselves The password is created by the user when they first sign in Page120f32 3 3 Manage Organisation Details By selecting options from this area of the My Account page the user is able to view and manage details held about the organisation 3 3 1 View Organisation Details By clicking on Organisation Details from the My Account page you can review the details you provided Congestion Charging about your organisation such as contact details and billing addresses and your communication preferences If you have administrator permissions you can edit these details by clicking Update details or by clicking Update organisation details from the My Account page 3 3 2 Update Organisation Details Figures 6 amp 7 illustrate the page that would be displayed if you clicked on the Update organisation details link Where an asterisk is displayed it denotes the information required is mandatory If you choose to remove it it needs to be replaced Accessibility Help amp Contact Sitemap Transport for London Search Search Live travel Getting Business amp Home saia Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505
10. will be asked to confirm whether you really wish to delete the nominated vehicle This minimises the risk of accidental deletion of vehicles from an organisation s account Until you click Yes remove this vehicle the vehicle remains on the account Doing this will remove the vehicle from your organisations account and anything that is associated with it such as discounts or Fleet Auto Pay lf you only want to remove a vehicle from Fleet Auto Pay you should view the vehicles details and change the option under Payment Service from Fleet Auto Pay to None NOTE When a vehicle is removed or deleted from Auto Pay Closed status it ceases to be covered for travel in the Congestion Charging Zone on that day the last date covered is the previous day Page 17 of 32 4 1 3 Add a new vehicle You have until midnight on the date of travel to add additional vehicles to an account and any vehicles successfully added in an Active state by midnight are covered for travel on that date Selecting the link Add a new vehicle or Add another vehicle to this account allows for the addition of a new vehicle Accessibility Help amp Contact Sitemap G Transport for London Search Search Live travel Getting Business amp You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehicles gt Add vehicle A
11. you do not wish to renew the vehicle it should be removed from Fleet Auto Pay prior to the renewal date Page 3 of 32 Glossary Term Description Account Account Users are people authorised to manage Fleet Users Auto Pay through a secure sign in process Ad Hoc Ad Hoc charges enable an organisation to pay for a vehicle Charges not registered to Fleet Auto Pay at the discounted fleet daily rate of 10 50 Chargeable vehicle can be described as chargeable if it is not eligible for nor active on a discount CSV Comma Separated Value CSV is an industry standard file format which is used to upload and download vehicle information sample template CSV file is provided for your use to make uploading vehicles easier Customer A customer number is a unique number to enable a user to Number access their account securely When accessing the secure web site it is used along with the password It is used in conjunction with a PIN when calling us Fleet Auto Pay This shows charges on an account prior to the billing date activity These charges could be for vehicles registered for Fleet Auto Pay Ad Hoc charge payments and registration charges for new vehicles or vehicle renewals My Account is the landing page which Users see when they have Signed In It is designed to allow one click access to the most commonly used features of an account ORGPREPAY needs to be entered in the Payment Service column of the ve
12. 000382505 My Account Sign out Congestion Charging gt My Account gt Payments gt Manage payment cards Registered payment cards The fields indicated with an asterisk are required to complete this transaction other fields are optional eet KD occa as VISA Card number Expiry date Month v Year v 7 Make this my default gt Save w Cancel Figure 19 Add a new payment card Page 26 of 32 5 5 Pay an Ad hoc Congestion Charge Paying an ad hoc charge enables you to make payments for vehicles that are not registered to Fleet Auto Pay and still benefit from the discounted 10 50 daily charge Live travel Getting Business amp news around Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Payments gt Pay ad hoc charge Pay Ad hoc Charge H CAES 2 Select charges 3 Summary 4 Confirmation Enter your vehicle details You can pay the daily Congestion Charge for a vehicle that is currently not listed on your Fleet Auto Pay without registering it first and the Charge will be added to your monthly statement This facility is limited to 10 ad hoc charges per month You have 10 ad hoc charges remaining this month Information that must be provided Vehicle Registration Mark i e all the letters and numbers on your number plate Re enter Vehicle Regis
13. Business amp news around ll st partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Make a complaint Make a complaint If you are a registered customer please note that correspondence will be sent to you by the preferred contact method you have selected on your account If you wish to check or amend this please go to the My Details section in your account Complaint details Please enter details of your Complaint below information that must be provided Subject Payment related Details Maximum 1000 characters allowed Characters remaining 1000 Upload supporting documents To help us respond to your Complaint you may wish to provide additional information You can add up to 5 documents e g word processed documents photographs Figure 23 Make a complaint part 1 Upload supporting documents To help us respond to your Enquiry you may wish to provide additional information You can add up to 5 documents e g word processed documents photographs Browse Magda document Document name Acceptable document formats DOC Add your document here XLS GIF JPG JPEG PNG PDF CSV Maximum file size 1MB Further relevant information Account number if known or applicable Vehicle Registration Mark Receipt number If you re following up on an ongoing issue please enter yo
14. Create a vehicle upload file for details Page 5 of 32 Description Vehicle The Vehicle Registration Mark VRM is used to identify your Registration vehicle on your account along with other characteristics such Mark as its make and model The VRM is also known as the number plate and contains all the numbers and letters that make these up Payment Service The status of your vehicle with respect to Fleet Auto Status Pay is displayed Active The vehicle has been fully accepted and is considered live on Fleet Auto Pay Rejected If your vehicle has this status against it based upon the information provided it has been rejected and is not covered by Fleet Auto Pay If the vehicle travels within the zone you would need to arrange to pay the daily charge either by using the online ad hoc charge facility or by arranging to make a manual charge payment Manual payments are 11 50 instead of 10 50 per day If the rejection is due to the vehicle already being on another Auto Pay account then you need to provide proof of ownership or evidence that the vehicle is on hire or lease to your Organisation Closed Your vehicle was removed from Fleet Auto Pay and is no longer covered by it To avoid incurring Penalty Charge Notices when travelling within the Congestion Charge Zone you should pay for this vehicle via an ad hoc charge payment online or arranging to make a manual charge payment Manual payments are 11 50 in
15. My Account Sign out Congestion Charging gt My Account gt Organisation Details gt Change Organisation Details Change Organisation contact details Information that must be provided Organisation name ABC Ltd Trading name if different Type of business Courier Cost center Main Center Organisation address Building amp number 19 and or name Postcode AB1 2BE A UK address lookup Street High Street Figure 6 Change Organisation details page 1 Page 13 of 32 District Town City London County Country United Kingdom Billing address Use organisation address Use a different address Organisation phone number 02071234567 Organisation email address org tfl gov uk Confirm organisation email address org amp tfl gov uk Preferences Preferred contact method Email Post Would you like to receive marketing information from Transport for London a Back to contact details v Save changes Figure 7 Change Organisation details page 2 Once the changes have been made please remember to click on to confirm the changes or click Back to contact details to undo the changes Page140f32 3 4 Manage My Details By clicking My Details on the My Account page or by selecting View on your own user details on the Manage User page you will see the details associated with your user account You will be able to update your details change your password or res
16. asis through the web site or by uploading your vehicle list and specifying ORGPREPAY in the Payment Service column of the upload CSV file When adding a vehicle to Fleet Auto Pay there is a 10 registration charge A registration charge applies to each vehicle and is taken every 12 months the specific date depending on when a vehicle was first registered for Fleet Auto Pay Registration charges also apply to some vehicles that are eligible for a discount There must always be a User designated as the Relationship Manager They act as the main point of contact for the account and correspondence about the account will be sent to them It is important to keep this updated as you may miss important news or announcements if we do not have a current valid email address To access the account online and manage your Organisation s Fleet Auto Pay you need to Sign In Signing in is achieved by using your Customer Number and Password Statements provide information on charges that have been incurred on the account either as a consequence of activity on Fleet Auto Pay or any manual payments Adding multiple vehicles to your account can be done in less time by using your account s Upload capability Basic vehicle details are added to a CSV file which is then uploaded to your account allowing the vehicles to be registered to your organisation only or to your organisation and Fleet Auto Pay by specifying ORGPREPAY see section 4 1 5
17. ation Mark The two letter country code this Vehicle Registration Country Code Mark is registered to A free text field for the customers own reference This Cost Centre can be left blank Please ensure that the cost centre does not start with a leading zero The method that will be used to automatically pay the charge for this vehicle This should be set to ORGPREPAY Payment Service if you have Fleet Auto Pay and want the vehicle to be paid for using this service If left blank the Congestion Charge will need to be paid manually when required This field will be included to provide additional information Payment when the vehicle list is downloaded It will be ignored in Service Status uploads and can therefore be omitted or indeed contain anything This field will be included to provide additional information when the list is downloaded It will be ignored in uploads and can therefore be omitted or indeed contain anything This field will be included to provide additional information when the list is downloaded lf a new vehicle is added it must be left blank If not the user will receive an error message informing them that they cannot apply for Discount discounts through the upload and must submit an application form Do not clear the comment in this column if the vehicle is actively discounted unless you wish to close the discount associated to it This field will be included to provide additional Vehicle MALE
18. complaint to our contact centre A confirmation page will be displayed that details your enquiry or complaint and provides a reference number You may wish to print this page to retain a reference Accessibility Help amp Contact Sitemap eS Transport for London Search Search Live travel Getting Business amp news around Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Make an enquiry Make an enquiry If you are a registered customer please note that correspondence will be sent to you by the preferred contact method you have selected on your account If you wish to check or amend this please go to the My Details section in your account Enquiry details Please enter details of your Enquiry below information that must be provided Subject Low Emission Zone Emission standards Details Maximum 1000 characters allowed Hi Can you please let me know where may find more details about the LEZ standards Regards John Upload supporting documents To help us respond to your Enquiry you may wish to provide additional information You can add up to 5 documents e g word processed documents photographs Figure 22 Make an enquiry part 1 Page300f32 Accessibility Help amp Contact Sitemap S Transport for London Search Live travel Getting Road
19. dd a vehicle Henle 2 Confirm vehicle Enter your vehicle details Please type carefully Be careful not to mix up the letters T and O with the numbers 1 and 0 Vehicle Registration Mark i e all the letters and numbers on your number plate Re enter Vehicle Registration Mark Where is the vehicle registered United Kingdom Cost centre Cancel MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 11 Add a vehicle You will need to enter and then confirm the Vehicle Registration Mark VRM of the vehicle you wish to add to the account specifying the country that the vehicle is registered in if not United Kingdom There is an optional field where you can enter a Cost Centre that you may wish to associate the vehicle with for your own internal accounting or monitoring purposes If you do enter a Cost Centre please ensure that the code does not start with a leading zero Once you have supplied all of the required information in the data fields you need to click the button The web page that follows will display the VRM make model and colour This is to enable you to check and confirm that this is the vehicle you wish to add If the vehicle details returned differ from those expected or the vehicle has not been found on our system you will need to check that the VRM is correct If it isn t enter a different VRM If it is correct you can tick t
20. delete this information from your account When you next sign in you will need your customer number PIN and postcode You will be asked to specify a new password and answers to the security questions 3 4 3 Change Password If you would like to change your password click hang password and you will be prompted to enter and confirm a new password Page 15 of 32 4 How to view and manage your registered vehicles 4 1 View and Manage registered vehicles By clicking the My Vehicles link from the My Account page you will be taken to a page that displays the vehicles registered to your account as seen in Figure 9 Accessibility Help amp Contact Sitemap gt Transport for London Search Search Home Live travel td Tickets Road users Corporate EE news around partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehicles Registered vehicles Filter All vehicles no filter applied 3 of 3 vehicles selected by filter Vehicle 1 to 3 of 3 lt previous 1 next gt Vehicle registration mark ZZ99ZZC BLACK VAUXHALL ASTRA ACCOUNTING Fleet Auto Pay Edit delete ACTIVE Vehicle details Cost centre Discounts Status ZZ99ZZD RED VOLKSWAGEN POLO TWIST ACCOUNTING Fleet Auto Pay Edit delete TDI ACTIVE ZZ99ZZE WHITE MERCEDES H R Edit delete Vehicle 1 to 3 of 3 lt previous 1 next gt
21. e error persists please contact the Fleet Helpline on 020 7649 9860 for assistance Please note that if you proceed and unintended vehicles are removed there will be a 10 administration fee per vehicle when it is uploaded again Accessibility Help amp Contact Sitemap S Transport for London Search Search Home Live travel So Tickets Road users Corporate ti news around partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehicles gt Upload new vehicle list gt Upload valid Submit the vehicle list 1 vehicles were found within your uploaded file Compared to your current list 3 vehicles will be deleted 1 vehicles will be added 0 vehicles will remain unchanged and 0 vehicles will be modified Changes to your list may incur registration charges Any resulting charges will be added to your next payment you sure you would like to replace your current list with these vehicles X No start again Yes replace my current list gt MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 13 Submit Vehicle Upload Page 21 of 32 4 1 6 Download a vehicle list Your fleet account enables you to download the contents of your vehicle list to a CSV file This is an industry standard file which would enable you to share the vehicle information contai
22. ed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Payments gt Manual payment history Payment History You can also view your transactions by View your statements This is a list of activities for the period DD MM YYYY 10 03 2015 Elto DD MM YYYY 10 04 2015 N Amend or Receipt Charge cancel the number Amount charge Date paid Status Charge details 10 Apr 2015 Pending Low Emission Zone Charge 1 day for ZZ99ZZE 001023642050 100 00 Amend Start Date 07 May 2015 10 Apr 2015 Pending Low Emission Zone Charge 1 day for ZZ11ZZE 001023642049 100 00 Amend Start Date 12 Apr 2015 10 Apr 2015 Complete Low Emission Zone Charge 1 day for ZZ99ZZE 001023642047 100 00 Start Date 09 Apr 2015 10 Apr 2015 Complete Daily Congestion Charge 1 day for ZZ99ZZE 001023642047 11 50 Start Date 10 Apr 2015 10 Apr 2015 Pending Daily Congestion Charge 1 day for EG18BAA 001023642046 11 50 Amend Start Date 14 Apr 2015 View Fleet Auto Pay activity Figure 16 Manual Payment History 5 2 1 Amend charge lf a manual payment is for a charge starting on a future date you can amend it from this page so it can be used on another day or by another vehicle 5 2 2 Cancel charge lf a manual payment is for a monthly or annual charge starting on a future date you can cancel the charge and have your money refunded Page 24 of 32 5 3 V
23. et your web access Accessibility Help amp Contact Sitemap Transport for London Search Search Business amp partners Live travel Getting Jana Tickets Road users Corporate Home You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Users gt Manage users Your details Customer account number 1000382505 Name Mr John Smith Phone number 07768865220 Email address Jjohn smith tfl gov uk Role Relationship Manager Address 1 High Street London United Kingdom SW1 5JH PIN 123762 Edit details Reset web access Change password Back to list Figure 8 User Details 3 4 1 Edit details The Fitdetals button enables the user to update the details associated with their user account The user s permissions will determine whether they can change their role or not for example an Authorised Officer or Administrator will not be able to promote themselves to a higher permissions level and a Relationship Manager cannot demote themselves to reduce their permissions In order to change the Relationship Manager an Administrator needs to make a different user the Relationship Manager and then assign the previous Relationship Manager to a different role 3 4 2 Reset web access If you would like to reset your password and the answers you provided to the security questions then clicking F t web access will
24. he box that states I confirm this is the correct Vehicle Registration Mark before clicking the button Page 18 of 32 Should the vehicle you have chosen to add be exempt from the Congestion Charge the system will tell you You may override this if you wish but you will not be able to add the vehicle to Fleet Auto Pay 4 1 4 Upload a vehicle List Please remember when uploading a list of vehicles you must make sure that you include the vehicles that are already on your account and should remain registered not just the new ones you wish to register The file that you upload effectively becomes the new compiled list of vehicles on your account and overrides any previous lists you may have supplied Any vehicles that are not included in your upload will be deleted from your account and from Fleet Auto Pay if you have this set up on your account selecting Upload a vehicle list either from the My Account page or from any of the Manage Vehicles pages enables the user to upload many vehicles at one time using a CSV formatted file This page is shown below in Figure 12 Accessibility Help amp Contact Sitemap S Transport for London Search Search Live travel Getting Business amp Home around You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehicles gt Upload new vehicle list Upload Vehicle List
25. hicle upload file to register vehicles to Fleet Auto Pay My Account ORGPREPAY Password A password is an eight digit alphanumeric code containing at least one letter and one number that is used in conjunction with an account user s Customer Number to access their account online securely Payment Payment Service is the column in the vehicle upload Service CSV file where the user needs to enter ORGPREPAY in order to add a vehicle to Feet Auto Pay as well as their account The term Payment Service is sometimes also used to describe the Fleet Auto Pay Page 4 of 32 Register Payment Card Details Registered Vehicles Registration Charge Relationship Manager Statements Upload Description The PIN is a six digit numeric code that is used to identify an account user when they try to access services through the call centre It is used in conjunction with the Account User s Customer Number By registering a credit or debit card you can make one off Congestion Charge payments for vehicles not registered on Fleet Auto Pay or pay a Low Emission Zone daily charge more easily Vehicles that are registered to your organisation are considered to be registered to your account In order to make sure your vehicles are billed automatically for travelling within the Congestion Charging Zone you need to make sure that the vehicle is also registered with Fleet Auto Pay This can be done either on a vehicle by vehicle b
26. iew statements The Relationship Manager for the Fleet Auto Pay Account will receive an email notification each month notifying them when the relevant Fleet Auto Pay statement can be viewed via the online account Previous statements showing historical account activity are also available to view and download in PDF file format Accessibility Help amp Contact Sitemap e Transport for London Search Search Live travel Getting Business amp Home mor TT Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Payments gt Statements Statements This is a list of your available statements Please note There could be a delay before your statement appears in your on line account If this is of concern to you you can change your statement channel to E mail or View online only to avoid this issue ps Fleet Auto Pay 09 Apr 2015 PDF 56624KB ws Fleet Auto Pay 09 Mar 2015 PDF 66048KB p Fleet Auto Pay 09 Feb 2015 PDF 66304KB p Fleet Auto Pay 09 Jan 2015 PDF 93344KB p Fleet Auto Pay 09 Dec 2014 PDF 68096KB View payment history View Fleet Auto Pay activity MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 17 View Statements Page 25 of 32 5 4 Register Payment Card By registering a credit
27. ified as Active and that are chargeable contribute to your usage on your statemenis gt Vehicles must be in an active state on the day of travel or you may receive a PCN If you wish to pay for a vehicle which is not active you should do so by another method before midnight on the day of travel You have until midnight on the date of travel to add additional vehicles to an account and any vehicles successfully added in an Active state by midnight are covered for travel on that date gt If a vehicle is removed deleted from Fleet Auto Pay you will be charged a further 10 vehicle registration charge to add the vehicle back on to Fleet Auto Pay gt When using the upload facility to register vehicles on your account please remember that this performs a complete replacement of all your account s vehicles Any vehicles which are not included in your latest upload file will be deleted from Fleet Auto Pay gt Therefore please ensure that each upload file you submit e Contains all the vehicles you wish to keep on Fleet Auto Pay e Contains all the new vehicles you wish to register for Fleet Auto Pay e Does not contain vehicles you wish to remove from Fleet Auto Pay gt For each of your vehicles on Fleet Auto Pay the annual registration will be automatically renewed for a further twelve months and a 10 registration charge for each vehicle will be added to your statement if they are chargeable If
28. information when the list is downloaded It will be ignored in uploads and can therefore be omitted or indeed contain anything This field will be included to provide additional information when the list is downloaded It will be Vehicle Model ignored in uploads and can therefore be omitted or indeed contain anything Page 20 of 32 Validation Detail This field will be included to provide additional information when the list is downloaded It will be Vehicle Colour ignored in uploads and can therefore be omitted or indeed contain anything Once you have created your vehicle upload CSV file you need to click to find the location you have saved your CSV file on your computer and then having selected the file click the button Prior to the upload being committed to the system and the changes happening a confirmation page detailing how many items are included in the file will appear It will say how many vehicles are going to be added deleted and how many will remain unchanged Before clicking the Lves teplace my current list button please check to see if the vehicle numbers and information displayed on the page are in line with the expected result given the contents of your file and the existing number of vehicles on the account In the event that the summary numbers are not in line with your expectations then please select the option No staragain button and make any necessary amendments to your upload file If th
29. n is pressed no changes to the details will be registered Accessibility Help amp Contact Sitemap lt Transport for London Search Search Pin Live travel Getting Tickets Corporate Business amp news around partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehicles gt Amend vehicle Vehicle Information Vehicle details Vehicle registration mark ZZ99ZZD Colour make and model RED VOLKSWAGEN POLO TWIST TDI Cost centre ACCOUNTING Payment Type Status ACTIVE Expiry 12 31 99 12 00 AM Discounts none If you want to make changes to a number of vehicles or change a vehicle s cost centre you will need to upload a csv file list Alternatively you may want to upload a csv vehicle list to make your changes especially if you have a large number of to make Changes to your vehicle s information may incur administration charges Payment Options for this vehicle Fleet Auto Pay None pay manually X Cancel Save changes Figure 10 Vehicle Information If you would like to add one of your vehicles from your Organisation account to Fleet Auto Pay view the vehicle and under the Payment Services section make sure the Fleet Auto Pay radio button is selected and then click the button 4 1 2 Delete vehicle On selecting the delete link a confirmation page will be displayed where you
30. ndards If your vehicle is flagged as compliant exempt or not subject to the LEZ then no payment for the vehicle is required Please be aware that the status you receive Is valid for the dates that you are looking to pay for and may change at some time in the future depending upon your vehicles age changes to the LEZ scheme or the validity of either a Reduced Pollution or Low Emission Certificates that may be held against your vehicle 5 6 2 Pay a Congestion Charge By entering the Vehicle Registration Mark and country of registration you can pay the 11 50 daily Congestion Charge payment for a given date or date range The website will check your vehicle details and if there is no need to pay the charge as you vehicle is exempt or the charge has already been paid you will be advised so you do not pay any unnecessary charges Page 29 of 32 6 Contact Us There are two web pages you can use to contact us which can be found within the My Account page They can be used to make an enquiry or make a complaint 6 1 Make an enquiry or a complaint Whether you make an enquiry or complaint through the My Account page the page enables you to explain your enquiry or complaint and you will also have the option to attach additional relevant documents e g copy of V5c or equivalent Vehicle Registration Mark payment receipt number or a reference number relating to a previous enquiry Once all the details are in place click to send the enquiry or
31. ned on your account on accounting systems or spreadsheet applications that you may be using It alternatively can be used as the basis for your upload file The table above shows the fields that will be contained in your downloaded vehicle list Fields that are shaded in grey are there to provide you with information about a vehicles Fleet Auto Pay status or any discounts which the vehicle has applied to it Accessibility Help amp Contact Sitemap G Transport for London Search Search Live travel Getting 3 Home KE soud Tickets Corporate You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Vehides gt Download vehicle list Download your full vehicle list spreadsheet programs and imported into many other systems If you make changes to your download list you can then upload the file to have those changes applied to your account If you intend to do this be sure to retain all the columns in the same order and continue to save the file as a csv format Back to vehicle list Download my vehicle list MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 14 Download vehicle list Page 22 of 32 5 Manage payments This shows the activity of your Fleet Auto Pay registered vehicles in the current Monthly account period You can also view your manual payment hi
32. on your 24 account if you are adding it for a large number of days x 31 x Cancel Figure 21 Ad Hoc Charge Date Selection Page 27 of 32 The number of ad hoc charges is based upon the number of vehicles you have on your account at registration Auto Pay Hoc charges 100 vehicles or less More than 100 vehicles 350 If you need additional ad hoc charges please call our Fleet Team on 020 7649 9860 Number of vehicles registered to Fleet Number of Ad Any Ad Hoc Congestion Charge payments purchased through your Fleet Auto Pay account will show on your Fleet Auto Pay statement as Ad Hoc charges Page 28 of 32 5 6 Pay a Low Emission Zone or Congestion Charge From within your organisational account you can manually pay a Low Emission Zone LEZ daily charge or the Congestion Charge This is to enable you to make payments quickly whilst you are signed in for vehicles that are not covered by Fleet Auto Pay 5 6 1 Pay a Low Emission Zone Charge By entering your vehicle registration mark and country of registration you will be able to pay a Low Emission Zone charge for a date or date range If your vehicle is registered in Great Britain our website will check the vehicle details you provide and will inform you whether or not you need to make a charge payment for the vehicle at that time by determining if the vehicle is subject to the Low Emission Zone and what its compliance status is with the required emissions sta
33. r Administrator to reset the web access of the affected User Once this has been re set the next time they sign in they will be prompted to create a new password and provide new answers to the security questions Page 11 of 32 3 2 Add a new User Clicking the Add a new user link will take you to the page shown in Figure 5 which enables an administrator to set up a new user Accessibility Help amp Contact Sitemap S Transport for London Search Search Live travel Getting Business amp rm ere Gening nos corporate Business ou are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Users gt Manage users Add new user Title Mrs e Jane Smith e number 02071234589 jane smith tfl gov uk jane smith tfl gov uk ole Administrator r Help on role selection Use organisation address Use Billing address Use another address 123478 6 digit number Cancel Figure 5 Add a new User On clicking the button the new user will be created once you confirm your action when prompted on the next page This will automatically generate an email that is sent to the Relationship Manager The email will provide information on the sign in process The first time the New User signs in they will need to use the PIN that was created for them as part of setting up their user account and the postal code of
34. rge Start Date 23 Jun 2014 10 50 24 Jun 20 ZZ99ZZA Adhoc Charge Start Date 12 Jun 2014 10 50 24 Jun 2014 ZZ99XXA Adhoc Charge Start Date 12 Jun 2014 10 50 24 Jun 2 ZZ99VVA Adhoc Charge Start Date 12 Jun 2014 10 50 1 1 1 1 25 Jun 20 ZZ99NNA Adhoc Charge Start Date 23 Jun 2014 10 50 1 1 1 1 1 24 Jun 2014 ZZ99XXB Adhoc Charge Start Date 09 Jun 2014 10 50 Total charges for the date range specified 105 00 View payment history Figure 15 Fleet Auto Pay activity If you wish to view activity for another period of time you can view your statements or you can specify a date range Specifying a date range can be used to view and then download account activity for custom periods for example to help organisations who have four week accounting periods It is also possible to download the activity on Fleet Auto Pay into the industry standard CSV file format that will allow you to use the information on other systems you may use Page 23 of 32 5 2 Payment history excluding Fleet Auto Pay Should you make payments for vehicles not registered to Fleet Auto Pay these charges can be viewed under Payment history excluding Fleet Auto Pay These can include daily charge payments for the Low Emission Zone Congestion Charge and any other charges placed against your account Live travel Getting Business amp news around Tickets mood users o partners You are sign
35. rity questions that were set up the first time you signed into your account Answering these will allow you to reset your password lf you answer your security questions incorrectly or if you have three failed sign in attempts your account will become temporarily locked You can try to sign in again after three minutes If you are still not able to access your account you should contact an administrator of your account and request that they resolve this for you Please refer to section 3 1 4 for details on how this is done The next time you sign in after the administrator has addressed your access issue you will be asked to create a new password and specify responses to security questions If you are the only administrator or the other administrators are not available then you can call us on 020 7649 9860 for assistance in resetting your password Page 8 of 32 2 How to navigate your account online 2 1 My Account landing page The page is for all customer account users and it displays all the key features at a glance The options that you see displayed may vary because of the permissions you may have as a user and the options your organisation has registered for Accessibility Help amp Contact Sitemap Search Search G Transport for London Live travel Getting NEWS around You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion
36. stead of 10 50 per day Page 6 of 32 Step by step task guide Please ensure that you have a minimum of 6 vehicles added to your Fleet Auto Pay account If at any point your vehicle list drops below this amount your account may be closed Adding vehicles to your Auto Pay account You must ensure that you add the relevant vehicles to your organisational account and also add the vehicles to the Fleet Auto Pay Account To add vehicles to your Auto Pay Account through the website you need to follow this two stage process step 1 Add the vehicle to the Organisation Once signed into your account click the Add a vehicle link from the My Vehicles section of your fleet account website Add and confirm your vehicle details as described in section 4 1 3 Add a new vehicle Step 2 Add the vehicle to the Auto Pay Account Having successfully added the vehicle to your organisation the vehicle will appear in your vehicle list this can be viewed from your fleet account landing page by clicking the My Vehicles heading Once the list is displayed find the vehicle you have added and click the Edit link to the right of the vehicles details Adding your vehicle to Auto Pay is described in section 4 1 1 Edit Vehicle Unless both of these steps are completed your vehicle will not be covered by your Fleet Account and may incur Penalty Charge Notices Note If you have lots of vehicles to add to your account you
37. story and statements here 5 1 View Fleet Auto Pay activity At the end of every monthly account period you will be able to see the charges against your account through the statements available online If you would like to see your current vehicle usage or charges since your last statement and before your next statement is produced this can be done by clicking View Fleet Auto Pay activity An example of the type of page displayed is illustrated in Figure 15 Accessibility Help amp Contact Sitemap S amp S Transport for London Search Search Live travel Getting Business amp Home FENG Sand Tickets Corporate partners You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Payments gt Fleet Auto Pay activity Fleet Auto Pay activity This is a list of activities for the period DD MM YYYY 18 06 2014 E to DD MM YYYY 06 07 2014 Apply You can view your completed transactions for previous dates by viewing your statements viewing your statements Or you can download a CSV file for this date range Date Vehicle Charge details Paid Registration 04 Jul 2014 ZZ99ZZA Adhoc Charge Start Date 27 Jun 2014 04 Jul 2014 ZZ99XX Adhoc Charge Start Date 27 Jun 2014 04 Jul 2014 ZZ99CCA Adhoc Charge Start Date 27 Jun 2014 10 50 04 Jul 2014 ZZ99XX Adhoc Charge Start Date 27 Jun 2014 10 50 25 Jun 2014 ZZ99LLA Adhoc Cha
38. t Congestion Charging gt My Account gt Users Registered users Name Customer account number Role Phone number Details 1 Mr John Smith 1000382505 Relationship Manager 07768865220 view 2 Mr Adam Ray 1000382506 Administrator 02071234578 view Add a new user MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 3 View list of users From this page you can view the details for each user if your account has sufficient permissions you can Add a new user 3 1 1 View User details Having clicked on the view link for the User you wish to manage their details are displayed as shown in Figure 4 overleaf The options that are displayed will depend on whether you view your own User details or those of another User For example when you are viewing your own details the Remove user option will not be displayed Accessibility Help amp Contact Sitemap Transport for London Search Search Live travel Getting Business amp mn e tra Getting rn Corporate Business You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505 My Account Sign out Congestion Charging gt My Account gt Users gt Manage users User details Customer account number 1000382746 Name Mrs Jane Smith Phone number 02071234589 Email address jane smith tfl gov uk Role Administrator Address 19 High Street London United
39. tration Mark Where is the vehicle registered United Kingdom Cost centre x Cancel Figure 20 Pay an ad hoc charge After entering the vehicle registration mark VRM click which will take you to a page where you confirm the details of the vehicle you have entered At this point if the details you entered relate to a vehicle that is exempt from the Congestion Charge registered to you for a 100 discount from the charge or already registered to Fleet Auto Pay you will be advised that you need not pay Once you have confirmed your vehicle details you need to specify the dates for which you wish to pay for the vehicle as shown in Figure 21 select the date s and click to be taken to the following page that allows you to choose other vehicles for ad hoc payment or to confirm the ad hoc charges that you have already chosen You are signed in as John Smith on behalf of ABC Ltd customer account number 1000382505r My Account r Sign out Congestion Charging gt My Account gt Payments gt Pay ad hoc charge Pay Ad hoc Charge 1 Enter vehicle details 3 Summary 4 Confirmation Select the dates you would like to pay the Congestion Charge for ZZ98ZZB May 2015 Next Calendar key We Th Fr Sa Su X Date cannot be selected 3 x Please select the days you would like to pay the Congestion Charge 10 x All days selected will be charged to your account this month 17 x You may wish to consider registering this vehicle
40. ur reference number below Previous reference number MAYOR OF LONDON Freedom of information Jobs Media Terms and conditions Transport for London Figure 24 Make an enquiry or a complaint part 2 Page310f32 7 Closing your Account If you wish to close your Organisation s account you can notify us from the Organisation Details page by clicking Close this account You will be presented with information that will make you aware of the consequences if you chose to continue closing your account For example by closing your account your Fleet Auto Pay will stop operating and vehicles that were registered for Fleet Auto Pay will no longer be automatically paid for if they drive within the zone If there is an outstanding debit balance on the account please contact the Fleet Team on 0207 649 9860 to settle your account via credit or debit card In accordance with the Fleet Auto Pay Terms and Conditions in the event of outstanding debt or fraud by the Fleet Operator TfL may disclose relevant details to law enforcement or debt collection agencies to assist in collecting debts or tracing those committing fraud You would then need to make alternative arrangements to pay the Congestion Charge if these vehicles should continue to travel within the Congestion Charging Zone so that you do not risk getting a Penalty Charge Notice To request your account s closure click the button You will get then get a confirmation page that
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