The Next Generation

Frequently Asked Questions

Contact

For residents of Virginia with permanent upper limb mobility impairment. Click here for more information.


If you already have your On-the-Go standard or Flex transponder register it here to receive your remaining balance and set up your account.


For residents of other E-ZPass network states: Visit your state's E-ZPass service center website:

Delaware New Jersey
Illinois New York
Indiana North Carolina
Maine Ohio
Maryland Pennsylvania
Massachusetts Rhode Island
New Hampshire West Virginia

Frequently Asked Questions

E-ZPass Overview:

Ordering An E-ZPass:

Registering Your New E-ZPass Transponder:

Installing & Using Your E-ZPass:

Using E-ZPass At A Toll Booth(In VA. or Out-of-State):

Managing Your E-ZPass Account:

E-ZPass For Motorcycles and When Towing Trailers:

Carpooling with E-ZPass:

Misc. Matters:

1. What is E-ZPass?

E-ZPass is an electronic toll collection system. Motorists open a prepaid account and attach a small electronic device called a transponder to their windshield or license plate. As they travel through the toll facilities, tolls are automatically deducted from their pre-paid E-ZPass account.

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2. What is E-ZPass Flex?

The E-ZPass Flex is a new, switchable E-ZPass transponder that will let you take advantage of toll-free travel on the 495 Express Lanes (now open). The E-ZPass Flex will work on any toll facility where E-ZPass is accepted. The E-ZPass Flex will allow travelers to designate themselves as either toll-paying or HOV-3+ vehicles. If there are three or more people in the vehicle, and you want to drive on the 495 Express Lanes for free, you need to switch the E-ZPass Flex to HOV mode before you get on the road. The 495 Express Lanes will not charge your E-ZPass account if you travel on the 495 Express Lanes with your E-ZPass Flex in HOV mode and have three or more people in the vehicle. Drivers traveling alone or with one other passenger will set their E-ZPass Flex to toll-paying mode and the toll will be electronically debited from their E-ZPass account. The E-ZPass Flex will work anywhere E-ZPass is accepted, regardless of the position of the switch. You do not need an E-ZPass Flex if you do not plan to travel on the 495 Express Lanes with three or more people in the car.

Flex transponders are only available for two-axle vehicles since other vehicle types are not permitted to use the Express Lanes.

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3. How do I switch between Toll and HOV modes when using the Flex transponder?

Before your trip on the 495 Express Lanes, it's important that you set your E-ZPass Flex to the correct mode based on the number of occupants that will be in your vehicle when you're driving on the Express Lanes. If there are three or more people in the vehicle - including yourself - set your E-ZPass Flex to HOV mode. The 495 Express Lanes do not charge you a toll if your E-ZPass Flex is set to HOV mode. If you have less than three people in your vehicle, select the toll-paying mode on the E-ZPass Flex to have the toll automatically debited from your account. You can change modes using the switch located at the bottom of the E-ZPass Flex device. Simply move the switch to select "HOV ON" or toll-paying mode (covering "HOV ON"), depending on the number of people in your vehicle. You will hear a beep when you change the setting to HOV mode. Make sure your E-ZPass Flex is set to the appropriate mode before you start driving.

The E-ZPass Flex will work on other toll roads that accept E-ZPass regardless of the position of the switch.

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4. How does E-ZPass work?

When you open a prepaid account, you receive a small electronic transponder that attaches to the windshield inside your car or to your license plate. Within the transponder is a battery-powered electronic chip encoded with a unique identification code. When you travel through an E-ZPass toll facility, an antenna at the toll plaza reads the information contained in your transponder. The appropriate toll is electronically debited from your prepaid E-ZPass account.

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5. Who runs the E-ZPass program?

The Virginia Department of Transportation runs the program in Virginia.

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6. How many people use E-ZPass?

In Virginia, there are more than 900,000 active E-ZPass transponders. There are 11 million electronic toll transactions a month.

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7. Where is E-ZPass accepted?

You can use your E-ZPass transponder on all toll roads with specially marked "E-ZPass" lanes. This currently includes roads in Delaware, Illinois, Indiana, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Virginia,West Virginia and North Carolina.

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8. Where is E-ZPass from other states accepted in Virginia?

All Virginia toll roads accept out-of-state E-ZPass:

  • Northern Virginia - Dulles Toll Road, Dulles Greenway, 495 Express Lanes (now open)
  • Hampton Roads - Coleman Bridge, Chesapeake Expressway,Chesapeake Bay Bridge Tunnel, South Norfolk Jordan Bridge
  • Chesterfield County - Powhite Parkway Extension, Pocahontas 895 (Route 895)
  • Richmond - The RMA Expressway System:
  • The Downtown Expressway (State Route 195) – from Meadow Street east to the I-95 Interchange
  • The Powhite Parkway from Idlewood Avenue south to and ending at Chippenham Parkway
  • The Boulevard Bridge (nicknamed the "Nickel Bridge")

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9. How can I open an E-ZPass account?

If you are a Virginia resident, you can open your E-ZPass account in any of these simple ways:

Apply online

  • Personal Account Application or Business Account Application
  • Call 1-877-762-7824
  • Visit one of our Service Centers or DMV partner locations
  • By picking up a transponder at an E-ZPass On-the-Go retailer and registering online or by phone. A list of retail stores carrying Virginia E-ZPass On-the-Go transponders can be found here

Residents of Virginia with permanent upper limb mobility impairment (Click here for more information.) in accordance with Section § 33.1-252. B1 of the Code of Virginia may be eligible for toll-free passage on Virginia toll roads.

Residents of other states should click on their state to apply to their home agency: Delaware, Illinois, Indiana, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, and West Virginia.

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10. How soon can I use my On-the-Go transponder?

The Virginia E-ZPass On-the-Go transponder comes with $15 to use immediately.

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11. How do I register my On-the-Go transponder?

  • Go to the registration page on this website
  • Calling the Customer Service Center at 1-877-762-7824
  • Visiting any of our walk-in centers or DMV partner locations
  • NOTE: The replenishment amount and the replenishment threshold (low balance) levels are increased for each additional transponder added to your E-ZPass account

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12. What information do I need to register an On-the-Go transponder?

To register your transponder you will need:

  • ID numbers located on the transponder
  • Driver's license
  • The license plates and vehicle information for the vehicle on which you will use your E-ZPass
  • Payment information to add to your account and/or set up automatic replenishment

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13. How much does it cost to open an E-ZPass account?

In order to open an E-ZPass account online or at a Service Center, you need to pre-pay a minimum of $35 in tolls.

Transponders are also available in select retail stores in E-ZPass On-the-Go Kits for $35. Both Flex and Standard E-ZPass transponders are available in Northern Virginia retail stores. The $35 payment for an On-the-Go transponder includes $15 of prepaid toll balance for immediate use plus an additional $20 prepaid toll balance after the transponder is registered to an account.

All retail transponders can be used immediately but should be registered as soon as possible so that customers can replenish their prepaid toll balance and continue to enjoy the convenience of toll payment using their E-ZPass without interruption.

A Monthly Account Maintenance Fee will be charged to the prepaid toll balance at a rate of 50 cents per standard transponder and $1 per Flex transponder.

Note that the transponders remain the property of the Virginia Department of Transportation and must be returned to the Service Center when the account is closed or the customer will be liable for the lost/stolen fee ($10 for a standard transponder, $20 for a Flex transponder).

If you drive the toll roads frequently, we recommend that you contact us or log into your account to increase your Replenishment threshold (low balance) level and replenishment amount to accommodate your average monthly toll usage.

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14. What are the ongoing costs for an E-ZPass account?

A Monthly Account Maintenance Fee will be charged to your account. The Fee is 50 cents for each standard transponder and $1 for each Flex transonder.

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15. What happens to my deposit if I have one?

For customers with deposits on their transponders, the deposit will be returned to the customer by transferring it to the customer's prepaid balance when one of the following occurs:

  • Customer upgrades their transponder to a Flex
  • Customer replaces their transponder with a new one which will be subject to a monthly fee
  • Customer returns the transponder to the Service Center as they no longer need it or are closing their account

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16. What if I always use my transponder to carpool on the 495 Express Lanes?

Customers who obtain a Flex transponder solely for toll-free HOV usage on the 495 Express Lanes will have their monthly Flex Account Maintenance Fee of $1 waived for those months in which that transponder is used only on the 495 Express Lanes with three or more in the vehicle. If you do not use your Flex for a month you will still incur the $1 monthly fee.

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17. Do I have to have a credit card to open an E-ZPass account?

You can open an E-ZPass account using cash, check or credit card. Personal and Business Accounts with five or more E-ZPass transponders require a credit card or checking/savings bank routing and account number for electronic funds transfer via ACH and a credit card (not linked to the same bank account) as a secondary payment method as the selected replenishment method.

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18. Is my E-ZPass account information private and secure?

Yes. The Virginia Department of Transportation is committed to protecting your privacy and the security of your account. Please refer to our Privacy Policy and Web Policy statements.

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19. How do I maintain enough funds in my account?

The easiest way to maintain funds in your E-ZPass account is to choose automatic replenishment. When your account balance reaches the low balance level, your replenishment form of payment will be charged for the replenishment amount and the funds will be posted to your account and added to your available balance. Payment options include credit/debit card or checking/savings account electronic funds transfer via ACH and a credit card.

If you choose manual replenishment, you can add funds to your account by logging in to your account and making a payment from this website. You will need to establish a username and password. You can also call our toll-free automated line, 1-877-762-7824 to make a credit card payment. You will need both your account number and your PIN number to use this automated phone system. You can also make a payment in person at our Service Center locations or partner DMVs or mail payments to the Service Center.

Examples:

  • If you have one E-ZPass transponder, you will owe a replenishment amount of your average monthly tolls, or minimum of $35 (whichever is greater) when your account's available balance reaches your low balance level.
  • If you have three E-ZPass transponders, you will owe a minimum replenishment amount of your average monthly tolls, or minimum of $105 (whichever is greater) when your account's available balance reaches your low balance level.

If you have chosen automatic replenishment, your replenishment amount will be periodically recalculated to ensure you need to replenish approximately only once per month. Your low balance amount will be periodically assessed to ensure you have at least three days of tolls to ensure coverage in the event that there are problems with your replenishment.

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20. What are the benefits of Automatic Replenishment?

Automatic Replenishment is the most convenient way to maintain funds in your account. When you reach your low balance, your selected method of payment is charged automatically to replenish your account. Automatic replenishment eliminates the need to constantly monitor your account balance and spend time authorizing replenishment payments. It saves you time and helps eliminate the possibility of toll violations because you ran out of funds in your account. Note that your card and expiration dates must be valid for this process to be successful.

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21. How do I update my Credit Card or ACH information?

Log in to your account with your username and password. Then click Payment from the Account Menu. Select Update Payment Method. You can use this link to take you to the login page.

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22. How long does it take to receive an E-ZPass transponder?

When you contact our Customer Service Center at 1-877-762-7824 or apply online to open an account or request an additional transponder, the transponder is sent out within two business days. For same day service, pick up an On-the-Go transponder at a retail store or visit one of our Service Centers or partner DMV locations:

E-ZPass Virginia

Telephone
Toll-Free Number: 1-877-762-7824
Virginia Relay Center (TTY Callers): 1-800-828-1120
Automated Telephone System is available 24 hours
Customer Service Representatives are available Monday-Friday 7 a.m. - 7 p.m.

E-mail
customerservice@ezpassva.com

Mail
E-ZPass Customer Service Center
P.O. Box 1234
Clifton Forge, VA 24422-1234

Phone: 877-762-7824
Fax: 540-862-8849

Hours : Monday-Friday 7 a.m. – 7 p.m.

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23. Do I need to register all my vehicles?

Yes. To ensure seamless use of the E-ZPass transponders in any of your vehicles, you should include the license plate number, state of registration, vehicle type, vehicle make, model, year and color of all your vehicles. You can email vehicle changes to customerservice@ezpassva.com

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24. Are business accounts available?

Yes. Business accounts are welcome but special rules apply. For assistance, call 1-877-762-7824 or contact your nearest Service Center.

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25. Business Account vs. Personal Account

A Personal E-ZPass account is for personally owned or leased cars, pickup trucks, vans, motorcycles, or RVs.

Business E-ZPass accounts are for those who prefer to hold their account in a business name and could include:

  • Those who have vehicles with more than two axles
  • Vehicles with greater than 7,000 lbs. maximum gross weight

A business can open an E-ZPass pre-paid toll account by submitting the E-ZPass Business Account Application online, by visiting your nearest Service Center, or by calling 1-877-762-7824. The name of the business and EIN (Employer Identification Number) are required. Please provide the names of two individuals who are authorized to manage the account and their telephone and email contact information. A credit card for initial payment is needed to open an account online. Each account with five or more transponders is required to select automatic replenishment as the replenishment option.

For assistance, call 1-877-762-7824 or visit your nearest Service Center.

Please call 1-877-762-7824 or click here in order to apply for a personal account or a business account.

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26. Can I get an E-ZPass transponder for my motorcycle?

Yes. However, we do not currently have a transponder that is designed for use with motorcycles. The transponder is designed to function best at an angle, similar to the one created by the windshield of a passenger vehicle. A transponder mounted on a motorcycle is at the customer's "own risk and liability." Please call 1-877-762-7824 for additional information and assistance.

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27. How do I install my E-ZPass transponders?

Each transponder comes with adhesive mounting strips and easy-to-follow instructions. For your transponder to work consistently, it must be mounted properly, so follow the instructions carefully.

If you believe you have your E-ZPass mounted correctly but it is not reading in the toll lanes, please contact customer service at 877-762-7824 or visit one of our service centers to troubleshoot the issue.

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28. Do I get a discount on tolls if I have an E-ZPass?

Yes. Discounts on tolls are available through some toll facilities.

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29. What do I do if I buy a new car, move, or change my credit card?

It is important to keep your E-ZPass account information current. Simply login with your username and password on this website to make any changes to your address, vehicle information, or to update your credit card. You may also call 1-877-762-7824 to make these changes through our automated phone system or to speak to a Customer Service Representative. You will be asked for your E-ZPass account number and four-digit PIN number.

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30. How do I use the Automated Phone System?

Call 1-877-762-7824. You will be prompted to enter your E-ZPass account number and four-digit PIN number. You can check your available balance and recent transactions, make a payment, and update your credit card number, expiration date, telephone number and change your PIN number through our automated system.

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31. What if I forget my PIN Number?

Call 1-877-762-7824. Have your personal information ready to give to a customer service representative.

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32. How do I obtain an additional E-ZPass transponder?

You can order an additional transponder in any of these convenient ways:

  • Request an additional transponder on this website. Simply log in with your username and password. Then click on the Transponder tab.
  • Call 1-877-762-7824, or 1-800-828-1120 (for TTY users).
  • Visit one of our Service Centers or partner DMV locations.
  • Visit one of our select retail locations to obtain an On-the-Go E-ZPass transponder which can be added to your existing account online.

The replenishment amount and the low balance level are increased for each additional transponder added to your E-ZPass account.

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33. How do I exchange a standard transponder for a Flex transponder?

There are several ways to exchange your standard transponder for a Flex transponder:

  • Request an exchange by logging in to your account and selecting the "transponder" tab.
  • By calling the Service Center at 1-877-762-7824 and requesting an exchange.
  • By visiting one of our service centers or DMV partner locations.

A Monthly Account Maintenance Fee of $1 per Flex transponder will be charged to the prepaid toll balance. Flex fee will be waived completely for each Flex tag used exclusively in "HOV mode." See item 16 above.

When you receive your Flex transponder, you should mail your standard transponder to: E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234 or you can bring it to a Service Center or DMV partner location. Each Service Center also has a drop box for your convenience after hours. If you choose to mail your transponder, please wrap the transponder in foil or insert it in the original Mylar bag. We recommend using Certified Mail, as you are responsible for any transponder that is lost in the mail. If your transponder is lost, a $10 charge will apply for standard transponders.

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34. Are the funds in my E-ZPass account assigned to a particular E-ZPass transponder?

No. Each E-ZPass toll transaction, regardless of which of your transponder you use, deducts from your available balance. It works like a cell phone account with prepaid phone minutes. All transponders on the account draw from the same available balance.

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35. Can I get a statement to track my expenses?

E-ZPass statement options are available to help you track your expenses. Quarterly summary statements are available online free of charge. Detailed monthly statements are also available, starting at $1 per month. The detailed statements provide a list of the account activity for the month, including toll transactions and replenishments to your account, while the quarterly statements provide the summarized totals that occurred over a three-month period. To see examples of each statement, click the links below:

  • Detailed Monthly Statement
  • Quarterly Summary Statement

You can also view your transaction history online by logging in to your account.

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36. Can I pay cash if I have an E-ZPass transponder in the car?

If for any reason you want to pay cash at the tollbooth, the transponder must be removed from your vehicle, wrapped in the original Mylar bag, or wrapped completely in aluminum foil. Otherwise, the toll could be deducted from your E-ZPass account.

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37. Can I get a receipt at the tollbooth when I use my E-ZPass?

No. Since E-ZPass is designed to speed up the toll process, receipts will not be available at the lane when using E-ZPass. If you need details of your toll transactions, you can either log into your account online or elect to receive detailed monthly statements, starting at $1 per month.

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38. What do the lights at the toll booths mean?

Light notifications differ by Toll Facility, but the following are some general descriptions:

Red, Blue or White - A red, blue or white light indicates an unpaid toll. If you are in a cash lane, stop and pay the toll. If you are not in a cash lane, for safety reasons, DO NOT stop in the lane. These lights signal that your account is out of funds or there may be something wrong with your transponder or the way it is mounted. Contact the Customer Service Center for assistance. Yellow - This signals that your account has reached the low balance level and needs to be replenished. If you see this light for more than two consecutive days, contact the Customer Service Center. Please note that if enough toll transactions post to your account simultaneously, you may go directly from seeing a green light to seeing a red, blue or white light. Also note that the yellow light is only available at some toll locations.

Green - Proceed. Your account balance is above the low balance level.

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39. Why are the posted speed limits so low?

The posted speed limits are set to ensure the safety of the toll collectors and the drivers. Toll plazas are very busy places and safety is a major concern.

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40. Why is my E-ZPass transponder not working?

There can be a few reasons why your transponder isn't working properly, such as:

  • You ran out of funds in your account.
  • Your transponder's battery is running low.
  • Your transponder is improperly mounted.
  • Your transponder has not yet been activated at the lane.
  • A recent payment has not yet been received by the lane.

It can take up to 24 hours for new accounts, payments, and new transponders to be activated and detected at Virginia toll plazas, and up to 48 hours in out-of-state lanes.

Please contact a Service Center for help troubleshooting.

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41. How can I exchange my E-ZPass transponder if it is no longer working?

Mail your transponder to: E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234 or bring it to a Service Center location. Each Service Center has a drop box for your convenience after hours. If you choose to mail your transponder, please wrap the transponder in foil or insert it in the original Mylar bag and enclose a note requesting a replacement. We recommend using Certified Mail, as you are responsible for any transponder that is lost in the mail. In case of loss, a $10 charge will apply for standard transponders and a $20 charge will apply for Flex transponders.

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42. Can I switch my E-ZPass transponder to another vehicle?

Yes. You can switch the transponder from one vehicle to another as long as you use it on a vehicle with the same vehicle type. Contact the Service Center at 1-877-762-7824 to request additional mounting strips so that you can move your E-ZPass transponder between vehicles.

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43. Can I use my E-ZPass transponder if I tow a trailer or my boat?

You can switch the transponder from one vehicle to another as long as you use it on the same vehicle type. If you tow a trailer or a boat, your vehicle type will change and so you will need to get a different transponder.

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44. Why am I charged if my E-ZPass transponder is lost, damaged or defaced?

When you return your transponder to us, we will either re-issue it to another customer, or send it back to the manufacturer. If it is lost, painted, marked permanently or damaged, we cannot re-issue it and the manufacturer will not take it back. Therefore, we must collect the $10 or $20 lost/stolen fee.

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45. How do I close my E-ZPass account?

You can request to close your account on this website. Simply log in with your username and password. Then click on the Close Account tab.

Mail your transponder(s) to E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234 or bring it to a Service Center location. Each Service Center has a drop box for your convenience after hours. If you choose to mail your transponder, please wrap the transponder in aluminum foil or insert it in the original Mylar bag and enclose a note requesting to close your account. We recommend using Certified Mail, as we cannot be responsible for any transponder that is lost in the mail. In case of loss, a $10 charge will apply for Standard transponders and a $20 charge will apply for Flex transponders.

If you have lost your transponder and would like to close your account, provide a credit card number to pay for the lost fee. When all transponders on your account are returned or inactive, your account will be closed and a refund will be processed within 65 days if there is a balance remaining in the account.

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46. What should I do if I plan to drive out of state?

A trip out of state or a change in your driving pattern may have an impact on your E-ZPass account. Contact the Service Center to check your available balance to be sure you have adequate funds for your tolls. You may also want to make a payment, adjust your replenishment amount and your low balance level.

It can take up to 24 hours for new accounts, payments, and new transponders to be activated and detected at Virginia toll plazas, and up to 48 hours out of state. We recommend you make changes to your account several days in advance of your trip.

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