If you have been issued with an Unpaid Fare Notice, or a Penalty Notice in respect of Travel or Parking, or you were issued with a Travel Irregularity Report and we subsequently wrote to you informing you how much you owed us, then you can pay any outstanding amounts online here.
Before you begin, please make sure you have the notice or reference number to hand, this will begin TPEPFN, TPEUFN, TPEPPN, TPEMG or TPETIR. You will need to enter this number, in full, at the next stage.
We can only accept payment in full.
Payment is made via the PayPal payments system, however please note that you do not need a PayPal account to make payment online.
To make payment, please visit our payment system.
If you need to contact us about your case, or you wish to make an appeal, how to do this depends on the type of notice you were given. All contact and appeals must be in writing.
Although we issue and manage Penalty Fares, the appeals service for these notices is external and independent from TransPennine Express and is managed by Penalty Services Limited (PSL). This ensures that all appeals are dealt with by an independent third party ensuring they are handled impartially and fairly.
If you want to appeal against your Penalty Fare, you need to send a written appeal to PSL within 21 days of the date you got your notice.
You can submit your appeal in two ways:
If you have been issued any of these notices, then you can supply any information we have requested or make an appeal and dispute your liability to pay the amount you owe, by contacting us on our Contact page. Please note that in order for us to respond to your query more efficiently we do not accept emails, and all contact must be via our support page above.
If we have asked you to send us a copy of your Railcard then you should upload pictures of these to the “Attachments” when you contact us. Please make sure you follow this important information about the pictures you upload:
If you have a physical Railcard (plastic or paper), please attach a clear picture of both the front and back of the Railcard, and, in the case of a paper Railcard, your picture should also include the Photocard.
If it is a digital railcard stored on your device, please take a screenshot of the whole Railcard, so that all information including the QR Code and serial number are visible. Then, in your app click on the QR code. The QR code will then enlarge to full screen. Take a screenshot of this full screen QR code. Then attach both pictures to your contact message. If you need a download code you will need to contact the provider where you purchased your railcard and request a new code. This will allow you to download your Railcard.
Without the pictures requested above we will be unable to verify your Railcard was valid when you travelled by train.
When you enter your details on our Support Page, you will need the reference number from your notice in full.
To ensure we respond to your contact as quickly as possible, please ensure you include all relevant information, including the details of your journey and the train tickets or railcards you may have been using.
We are only able to communicate and discuss matters with the person to whom the notice was issued, unless that person is a Child or has given their written consent for another named person to act on their behalf.
We operate in accordance with the National Rail Conditions of Travel - these are the conditions on which all tickets and railcards are issued. All appeals and contacts will be considered in line with these terms and conditions.
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