TfL says I must purchase a new Oyster card after failing to collect Auto top-up

I just checked my Oyster card online that I haven't used in a while and the 'Manage Auto top-up' page says:

Your last Auto top-up request has not been collected. This may be due to a technical fault or because you did not collect it by making a journey with your Oyster card on, or before, 12/06/2015.

Please check your Auto top-up request details below and resubmit your request if necessary.

However, there's no option to resubmit available. I contacted TfL about this and they said:

Unfortunately as the card failed to collect the previous auto top up, this can no longer be added to the card. If you would like to set up auto top up again you will need to purchase a new Oyster card and this would need to be set up again.

I find it incredibly odd that they say it can be resubmitted online, but then don't offer the option (a bug?) and that I have to get a new card simply because I didn't collect it. Can't they just cancel the Auto top-up request on their system?

Has the customer service agent made a mistake?

Best Answer

I have had this problem as well. If you select 'shopping basket' from the menu in your oyster account, you will find the option to add new purchases, where you can choose auto top up and make the new request.

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How long can an Oyster card be inactive?

There is no expiry date on Oyster cards. Dormant card? Oyster cards unused for 12 months or more. Dormant fees?

Can I reactivate my Oyster card?

Your Oyster can't be reactivated, you'd need to purchase a new card and start again from scratch.

Do Oyster cards deactivate?

We can then transfer your remaining pay as you go credit, Travelcard or Bus & Tram Pass to your new Oyster card. You must have pay as you go credit, or at least five days travel remaining on your Travelcard or Bus & Tram Pass, for us to transfer it. Your card will only be stopped once you've reported that it's lost.

How to Use the Oyster Card Application - TFL, London

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