Dartford Crossing Dart Charge journeys may not show on accounts

Dart Charge customers have been warned that their crossings may not appear on their accounts until after the extended payment deadline, which expires tomorrow.

Dart Charge, the authority responsible for toll collection on the Dartford Crossing, clarified that crossings made from 6am on July 26, 2023, will be allocated to the respective accounts but they might not be viewable until after August 15.

The statement from Dart Charge explained: “Crossings that you have made from 6am on July 26, 2023, will be allocated to your account.

“We have extended the time frame to pay for crossings to August 15, so your crossings may not be viewable on your account until after that date.

“Your account won’t be charged until then.”

Tomorrow (Tuesday) marks the deadline for the Dart Charge extension, meaning customers must ensure that they have paid fees for crossings made over the past month to avoid fines.

For drivers who do not have a Dart Charge account, the extended payment period ends at the end of August 15 for crossings made between July 27 and August 14.

Account holders, however, have until August 31 to ensure their cards are validated, allowing the system to take automatic payments.

National Highways, the authority responsible for the Dart Charge system, has warned that failure to pay on time or not revalidating cards could result in fines.

The payment deadline extension was put in place due to delays in the service following a period when the Dart Charge website experienced technical difficulties.

From July 28 to July 30, customers were unable to access the website, and even after it came back online, further issues persisted due to a high volume of people trying to log in, leading to long queues both online and via phone and causing additional delays in paying the tolls.

In the aftermath of the maintenance period, customers continued to report various issues with their accounts on Twitter.

Some encountered problems revalidating cards, while others found that their account balances were wiped, journeys were not recorded, and local resident permits were removed.

To address these service issues, the responsibility for vehicle identification, payment processing, and account management is being transferred to a new service provider called Conduent, while Emovis will continue to handle inquiries for Penalty Charge Notices.

A spokesperson from National Highways acknowledged the difficulties customers faced and assured that improvements have been implemented.

Although short delays may still occur, the average online wait time is now less than 5 minutes.

National Highways extended their apologies for the inconvenience caused by the necessary system updates and expressed hope that the improvements will enhance the overall Dart Charge system.

As the deadline looms, it is essential for Dart Charge customers to ensure timely payment for any crossings made in the past month.

By following the instructions provided by Dart Charge and validating their cards or updating their account information, drivers can avoid potential fines and contribute to the smooth operation of the Dart Charge system.

A National Highways spokesperson said: “The Dart Charge websites and customer contact centres are all operating.

“We apologise for the service issues users have faced over the last few days and have implemented service improvements.

“While customers may still experience short delays, the average online wait time is now less than 5 minutes. “We have further extended payment deadlines to ensure everyone has sufficient time to pay the charge. Dart Charge account holders have until 31 August to update their card details on the website.

“Non-account holders who use the crossing between 27 July and 14 August have until the 15 August to pay the charge.

“We apologise again for the inconvenience which was due to essential system updates.”