Frequently Asked Questions
FAQ about Violations
If you don't see your question below, e-mail. us.
- What is E-ZPass?
- How does E-ZPass work?
- Who runs the E-ZPass program?
- How many people use E-ZPass?
- Where is E-ZPass accepted?
- Where is E-ZPass from other states accepted in Virginia?
- How can I open a E-ZPass account?
- How much do I have to pay to open an E-ZPass account?
- Do I have to have a credit card to open an E-ZPass account?
- Is my E-ZPass account information private and secure?
- How do I maintain enough funds in my account?
- What are the benefits of Automatic Replenishment?
- How do I update my Credit Card or ACH information?
- How long does it take to receive an E-ZPass transponder?
- Do I need to register all my vehicles?
- Are commercial business accounts available?
- Commercial Account vs. Personal Account
- Can I get an E-ZPass for my motorcycle?
- How do I install my E-ZPass?
- Do I get a discount on tolls if I have an E-ZPass?
- What do I do if I buy a new car, move, or change my credit card?
- How do I use the Automated Phone System?
- What if I forget my PIN Number?
- How do I obtain an additional E-ZPass transponders?
- Are the funds in my E-ZPass account assigned to a particular transponder?
- Can I get a statement to track my expenses?
- Can I pay cash if I have a E-ZPass transponder in the car?
- Can I get a receipt at the tollbooth when I use my E-ZPass?
- What do the lights at the tollbooth mean?
- Why are the posted speed limits so low?
- Why is my E-ZPass transponder not working?
- How can I exchange my E-ZPass transponder if it is no longer working?
- Can I switch my E-ZPass transponder to another vehicle?
- Can I use my E-ZPass transponder if I tow a trailer or my boat?
- Why am I charged $25 if my E-ZPass transponder is damaged or defaced?
- How do I close my account?
- What should I do if I plan to drive out of state?
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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. 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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3. Who runs the E-ZPass program?
The Virginia Department of Transportation runs the program in Virginia.
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4. How many people use E-ZPass?
In Virginia, there are more than 733,000 active E-ZPass transponders. There are 11 million electronic toll transactions a month.
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5. 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 and West Virginia.
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6. Where is E-ZPass from other states accepted in Virginia?
The following Virginia toll roads accept out-of-state E-ZPass:
Northern Virginia – Dulles Toll Road, Dulles Greenway
Hampton Roads–Coleman Bridge, Chesapeake Expressway,Chesapeake Bay Bridge Tunnel
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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7. 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:
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 Delaware,
Illinois,
Indiana,
Maine,
Maryland,
Massachusetts,
New Hampshire,
New Jersey,
New York,
Ohio,
Pennsylvania,
Rhode Island,
Virginia and West Virginia. can link to
their home state to apply.
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8. How much do I have to pay to open an E-ZPass account?
When you open an E-ZPass account, you are required to pre-pay a minimum of $35 in tolls for each E-ZPass transponder on your account.
This is your available balance.
As tolls are deducted, your available balance decreases. When this balance reaches a low balance,
you are required to make a payment of your average monthly toll usage. The minimum payment is $35 per transponder.
In addition you are required to pay a $25 security deposit for each transponder
on loan to you. This deposit is fully refundable when you return your transponder in its original condition and your E-ZPass account
is in good standing. The security deposit is waived when you open an account and select automatic replenishment
by direct debit electronic funds transfer via ACH from your checking/savings account and provide a credit card as a secondary payment method (a credit card not linked to the same bank account).
If you drive the toll roads frequently, we recommend that you contact us to increase your low balance
level and replenishment amount to accommodate your average monthly toll usage.
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9. 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 Commercial 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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10. 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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11. 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 automatic replenishment by electronic funds transfer via ACH from your checking/savings account and provide a credit card (not linked to the same bank account) as a secondary payment method, the $25
security deposit per E-ZPass transponder is waived.
If you choose manual replenishment,
you can add funds to your account by calling 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.
Or, you can log into your account and make a payment from this website.
You will need to establish a user name and password.
You can also mail or deliver payments to the Service Center.
Examples:
If you have chosen automatic replenishment,
when your available balance drops below your low balance,
your average monthly toll usage will be automatically calculated and compared to the minimum $35
per transponder. The higher value will be charged to the form of payment you provide to replenish your account.
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12. 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 eliminated the possibility of toll violations because you ran out of funds in your account.
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13. How do I update my Credit Card or ACH information?
Log in to your account with your user name 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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14. 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 will be sent out within 2 business days. For same day service, visit
one of our Service Centers:
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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15. 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
licenseplate@ezpassva.com
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16. Are commercial business accounts available?
Yes. Commercial accounts are welcome but special rules apply.
For assistance, call 1-877-762-7824 or contact your nearest Service Center.
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17. Commercial Account vs. Personal Account
An Individual E-ZPass account is for personally owned or leased cars, pickup trucks, vans, motorcycles, or RVs.
Commercial E-ZPass accounts are for those who prefer to hold their account in a business name and typically include:
- Those who have vehicles with more than two axles
- Vehicles with greater than 7,000 lbs. maximum gross weight
A commercial business can open a E-ZPass pre-paid toll account by submitting the
E-ZPass Commercial Account Application on line,
by visiting your nearest Service Center, or by calling 1-877-762-7824.
The name of the business and EIN (Employer Tax Identification Number) are required. Please provide the names
of two individuals who are authorized to manage the account and their telephone and e-mail 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 payment 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 commercial account.
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18. 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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19. 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.
Instructions for mounting to windshield
Instructions for mounting to license plate
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20. 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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21. 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 digits PIN number.
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22. 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 digits 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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23. 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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24. 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 user name 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.
The security deposit (if applicable),
the replenishment amount and
the low balance level are increased for
each additional transponders added to your E-ZPass account.
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25. Are the funds in my E-ZPass account assigned to a particular E-ZPass transponder?
No. Each E-ZPass toll transaction, regardless of which transponder assigned
to your account is mounted in your vehicle, will deduct 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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26. 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:
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27. 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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28. 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 in the lane when using E-ZPass. If you need details of
your transactions, you can elect to receive
detailed
monthly statements, starting at $1 per month.
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29. What do the lights at the toll booths mean?
Green - Proceed. Your account balance is above the
low balance level.
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.
Red, Blue or White - A red, blue or white light indicates an unpaid toll.
Stop and pay the full toll if you are in a cash lane. This signals that your account is either
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.
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30. 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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31. 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 or payment has not been recorded at the lane.
It can take up to 24 hours for new accounts, payments, and new transponders to be
activated and reflected at Virginia toll plazas, and up to 48 hours out of state.
Please contact a Service Center for help troubleshooting.
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32. 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 you can bring it to us. 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.
If your transponder is lost, a $25 charge will apply.
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33. 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 Customer 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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34. 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 may change.
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35. Why am I charged $25 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 $25 from you.
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36. How do I close my E-ZPass account?
You can request to close your account on this website.
Simply log in with your user name 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 you can bring it to us. 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 to close your account. We recommend using Certified Mail,
as we cannot be responsible for any transponder that is lost in the mail. If your transponder is lost, a $25 charge will apply.
If you have lost your transponder and would like to close your account,
provide a credit card number to pay for the $25 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 for any balance remaining in the account.
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37. 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 reflected 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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