Dart Charge help page
This page provides guidance and tips on common tasks and issues related to the Dart Charge service, including managing your account and making payments.
Managing your Dart Charge account
How to set up an account
Visit Pay the Dartford Crossing charge, click ‘Start now’ and select the option ‘Sign in or set up a Dart Charge account’.
You can also open a pre-pay account by post. Download an application form here.
Unable to log in
You can log in to your Dart Charge account here.
You’ll need to use the email address registered on your Dart Charge account. If you have multiple email addresses, please check you’re using the correct one.
Forgotten password
If you don’t know your password, click the ‘Forgotten your password’ link on the sign-in page. You’ll be asked to enter the email address linked to your Dart Charge account, and then to create a new password. There will be guidance to make sure your password meets Dart Charge requirements.
If you’ve opted in for 2-factor authentication, you’ll be asked to select a verification method before creating your new password.
Changing your name and address
Log into your Dart Charge account, select ‘Account management’ and then select ‘Profile’ to change your personal details.
Adding and removing vehicle number plates
Log into your Dart Charge account, select ‘Vehicle management’ and then ‘Vehicle list.’ Select the ‘Add a vehicle’ or ‘Delete vehicles’ option.
Your account must have at least one vehicle listed on it so please add any new vehicles before removing any old ones.
Your account status
If you're notified that your account status has changed, please log in to check your account online. Your status should show as 'Open'. If it shows another status (such as Suspended, Dormant, or Closed), follow the instructions provided in the notification to resolve it through your online account. If you need further support, please contact us on 0300 300 0120.
What to do if your account is dormant
Your account will be marked as dormant if you don’t have:
- a vehicle registration (number plate)
- a valid payment method
- enough money in your Dart Charge account to pay for a crossing
Or if you haven’t made a crossing in more than 12 months.
Your account can be brought out of dormancy by correcting the issue on your account. Please be aware that these may be different depending on the type of account you have. For further support, please contact us on 0300 300 0120.
If your account remains dormant for 90 days it will automatically close; at this point we'll refund any credit held on the account.
What to do if your account is suspended
You can unsuspend your account by topping it up to at least the minimum low-balance threshold or by making payment for any unsettled crossings.
How to close an account
Log in to your Dart Charge account, then select ‘Account management’ and ‘Close account’.
Any money held on your account at the time of closure will be refunded back to you using the same payment method we received the payment from. Please be aware that refunds to your debit or credit card can take up to 10 working days. This can be significantly longer for refunds made by cheque.
Payment options
How to pay
There are several options for paying the crossing charge.
Setting up a Dart Charge account will give you the following options:
- Pre-pay – you can set up a Direct Debit or opt-in for automatic top-ups
- Pay as you go – you just need to add a valid payment card to their Dart Charge account online and we will take payments as and when you cross
If you don’t have a Dart Charge account, you can still make payments online by visiting 'Pay the Dartford Crossing charge' and clicking ‘Start now.’ On the next page, select the option that says ‘Pay for crossings without an account.’ You can:
- pay for recent crossings, or
- pay for crossings you’ll be making in the future.
You can also make payments for crossings by calling us on 0300 300 0120.
Setting up Direct Debits
Log into your Dart Charge account and add a new payment method under the ‘Account management’ section.
Is Dart Charge inclusive of VAT?
Dart Charge users do not need to pay VAT on top of crossing charges and Penalty Charge Notices.
Payment tasks
How to check online if auto top-up is set up
You can manage your payment methods and information by selecting ‘Payment’ under the ‘Account management’ section of your Dart Charge account.
How to check pre-paid crossings
You can check which crossings you’ve paid for by logging into your account and selecting the ‘Check which crossing you’ve paid for’ option.
Has your card been re-validated?
The easiest way to find out if your card needs re-validating is to log into your account. If your payment card has still not been re-validated, you’ll be asked to do so once you’ve logged in.
Customers who have experienced a failed payment on their account will be required to re-add payment methods as your card will have been removed from your account.
Has your card expired, or are you trying to update a payment card?
If your payment card has expired or needs updating, you'll first need to remove the old card from your online account. Once it has been removed, you can add your new card details to ensure your payments continue without interruption.
Requesting a refund
You can request a refund either by raising an online enquiry or by speaking to one of our representatives on 0300 300 0120.
Payment issues
Your payment hasn’t been taken/failed payments
If we’ve not been able to take a payment from you, this could be for one of the following reasons:
- There was not enough money in your account to cover the payment
- We don’t have your correct bank details
- Your payment card hasn’t been re-validated since 28 July 2023
- There may be an issue with your account
You can pay for crossings, update your bank details and re-validate your payment card by logging into your Dart Charge account. You can also contact one of our representatives on 0300 300 0120 to assist you.
You’ve not received a payment receipt
If you’ve not received a receipt for a recent payment, please check all folders, including spam, of the email address linked to your Dart Charge account.
If you still don’t have the receipt, you can speak to one of our representatives on 0300 300 0120 who can re-issue the receipt.
You can view your payment history by logging into your Dart Charge account and selecting ‘Account management’ and then ‘Payment.’
You made a crossing, but nothing is showing on your account
Crossings will not appear on your account until after midnight of the day you make the crossing.
If you’re a pre-pay, pay-as-you-go, or business customer, the payment will be taken automatically.
Non account crossings on occasion may not show immediately due to our manual image review process.
You can still pay for these crossings at any time up to midnight the following day, whether the crossing is visible online or not. Non-account holders can pay online or over the phone by calling 0300 300 0120.
Local Resident Discount Scheme
If your local council is Dartford Borough Council or Thurrock Council, you’re eligible for our Local Residents Discount Scheme (LRDS).
You can apply for this discount when you open an account online.
You can also open an account by post by downloading an application form.
If you're having problems with your plan, including making renewals, please call us on 0300 300 0120 and select the 'Local Resident Discount Scheme' option.
Charging hours
Charging hours are between 6am and 10pm, seven days a week. The crossing is free to use outside of these hours.
Penalty charge notices (PCNs)
What to do if you feel a PCN has been issued incorrectly
Contact our enforcement team as early as possible (online, via phone, by email or by post), so we can resolve any issues openly and fairly.
If you don't believe a penalty charge is payable, you should submit a challenge along with any evidence to support this. The PCN letter provides clear information on the various options available to do this. The easiest way is online.
Meeting your needs
We know people’s needs vary and that’s why we offer a dedicated call centre which is open 8am to 8pm every day. Our call centre staff are trained to offer reasonable adjustments and support tailored to meet everyone’s needs.
As part of our updated service, we completely redesigned our website based on user research and to meet accessibility standards. We use customer feedback to continually develop the website and our service.
We know that customers who choose to open an account have every intention of paying for their crossings. Our aim is to make it quick and easy for them to pay.
To support this, we have:
- introduced SMS notifications to update customers directly on their account activity.
- introduced an account suspension period, which gives account holders more time to rectify any issues before a penalty is issued.
