Tips for a Smooth Trip

Welcome

Rest assured that it is easy to use the Express Lanes without any issues at all.

We want your experience with the Express Lanes to be smooth both before and after your trip. On this page, get the information you need about how to use E-ZPass on the Express Lanes, the truth about how enforcement works and a message to our customers.

If you have questions or concerns about how to use the Lanes or a recent trip, do not hesitate to contact us. We are here to help you.

E-ZPass: Fund it. Link it. Mount it.

E-ZPass is the method of payment on the Express Lanes, just like a debit card used at the grocery store. We want your experience with the Express Lanes to be as smooth as possible. To avoid any issues, you must be sure to properly use your E-ZPass. Remember these simple rules.

Check out our video to learn more about how to properly use E-ZPass

How can an
E-ZPass customer
get an invoice?

The on-road technology captures the traveler's trips and charges a customer's E-ZPass account.

If no E-ZPass is read during a customer's trip, we review the license plate information. If the license plate is connected to an E-ZPass account with funding, we will charge the toll to that E-ZPass account. If the license plate is not linked to an E-ZPass account, we send a request to the DMV to look up a customer's address.

As some drivers have discovered, if their E-ZPass device is not appropriately mounted in their vehicle, if there are insufficient funds in their E-ZPass account or if their license plate is not properly linked to their E-ZPass account, they will receive an invoice for the unpaid tolls.

If you are an E-ZPass customer and you received an invoice, call us today. We want to work with you to collect the tolls and ensure you have no future issues on the Express Lanes.

If you received an invoice from the Express Lanes because your account did not have funds at the time you traveled, adding funds to your E-ZPass account will not take care of your outstanding invoices. You need to contact us at 1-855-495-9777 to take care of your outstanding invoices.

I recently traveled
without an
E-ZPass. What
should I do?

You can take care of your missed toll online via Missed a Toll within five days of traveling on the Express Lanes. Or call us at 1-855-495-9777.

If you receive an invoice, you can pay it online, via phone at 1-855-495-9777 or by mailing your payment to P.O. Box 28148, New York, NY 10087

What happens
if you don't pay
your toll?

Travelers who don't pay when they travel on the Express Lanes can pay their toll with a small fee of $1.50 online. But, if travelers don't do that, there is a process to try and collect a payment from those travelers. Here's how it works.

As the operator, we do not and cannot, by law, profit from administrative fees and civil penalties related to enforcement. Any administrative fees assessed for collection purposes are outlined by Virginia law and judges enforce the Virginia code and impose civil penalties for violations.

Managing your
E-ZPass account

By properly managing your E-ZPass account, you can avoid receiving toll invoices. You should work with your E-ZPass agency to ensure your account remains in good standing, is properly funded and to update your payment information if necessary. While it's critical to manage and regularly monitor your account, it is also easy to do. Here are some tips and reminders to keep in mind when managing your account:

  • Sign up for alerts to be notified when your account has a low balance. Sign up here.
  • Consider setting your E-ZPass account up with auto replenishment to avoid having to remember your balance.
  • Take action right away when you receive a notice from E-ZPass for low funds or an expired credit card.

The vast majority of our more than 1.5 million 495 customers have no issues on the Express Lanes. In fact:

  • 96% of Express Lanes trips are paid or exempt at the time of travel
  • Less than 0.1% of trips end up in court
  • Less than 0.3% of customers end up in court

To help you have a good experience, we have a First-Time Forgiveness program for all E-ZPass customers using the Express Lanes. This program seeks to aid E-ZPass customers who unknowingly have issues on the Express Lanes. It includes:

  • Fee waiving
  • No penalty for returned mail
  • A self-imposed cap on potential court penalties

Get more details about the program

Contact us at 1-855-495-9777, CustomerCare@ExpressLanes.com or online.

Virginia E-ZPass: 1-877-762-7824

A Letter to Customers from Transurban's Group General Manager

To our customers:

Here at Transurban, we're passionate about providing reliable travel options that help make life a little better. There is nothing worse than getting on I-95 or the Beltway to find a sea of red brake lights standing between you and your meeting or family.

Our business depends on you choosing the Express Lanes. We're committed to providing you the best experience possible – that means an enjoyable and safe trip on the Lanes, as well as support after your trip if you need it.

To underscore our commitment to you, we have a team of customer service representatives ready to help. If you have a question about the Lanes or an unpaid toll invoice, please know we're here to work with you.

As part of our commitment to our customers, we cannot simply look the other way when travelers use the Express Lanes without paying a toll. It's not fair to those of you who pay for your trips. That's why it's important we are upfront about how enforcement and unpaid toll fees work on the Express Lanes. Learn more on this page.

Most importantly, we don't want you to owe unpaid toll fees because of an easily avoidable mistake with your E-ZPass account, so please review the tips on this page.

We're working to make sure the Express Lanes work for you. If you have feedback about your travel on the Lanes, a question about signage or a question about your invoice, we're here for you.

Safe travels we'll see you on the Express Lanes.

Jennifer Aument
Group General Manager North America
Transurban