E-ZPass FAQs

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FREQUENTLY ASKED QUESTIONS

1.     Is this a new process?
No. We are bring to your attention that the business rules in Delaware are flexible and will allow multiple trucks and vehicles to be listed on the E-ZPass commercial account without the addition of corresponding transponders.

2.     Who do I call with questions?
The Delaware E-ZPass Customer Service desk at 1-888-397-2773.

3.     Is this process legal?
Yes. You will be establishing a legal E-ZPass commercial account in the state of Delaware according to their business rules. This process has been approved by the Delaware State Toll Administration and their vendor TransCore.

4.     Does this mean I don't need a transponder in every vehicle?
Yes. Because of Delaware's business rules, you can open an E-ZPass commercial account with a single transponder and upload additional trucks and vehicles without purchasing transponders for each truck and vehicle. This process is only recommended for emergency use and not for day-to day usage.

5.     What happens after my vehicle goes through the E-ZPass toll booth without a transponder?
There will be a red light or some other indication of a “toll not paid” condition. No worries. A video/picture of the front/back of the trucks and vehicles will be taken and used to trace the license plate back to your E-ZPass commercial account and the toll will be deducted from your available toll balance. A valid credit card attached to the commercial account will be charged a replenishment amount when your account available toll balance reaches the low balance threshold.

6.     What if I don't have enough money in my account to cover the needed tolls across multiple states?

If you don't have enough funds in your account during a deployment, you may receive fines from states along with a notice from Delaware that tolls are not paid. You have 60 days to replenish your Delaware account to cover any outstanding tolls but they WILL NOT cover the fines issued by other states. You will be responsible to pay those fines directly to the state(s) that issued them to you. Delaware E-ZPass Commercial Account Help Desk cannot assist you with paying these fines.

7.     Does this process work for all E-ZPass toll booths?
Yes. There are a few exceptions where toll gates have a swing arm type of gate that open/close but these are very few. In these cases the trucks and vehicles will need to use the “manned” toll gates. These are not normally found on the major routes. The trucks and vehicles should be equipped with a placard that shows your company logo and E-ZPass commercial account number.

8.     Does this process work in Florida?
No. Florida uses the state owed SunPass system which is a different system with different business rules.

9.     Does this mean we don't pay tolls?
No. This means you can pay tolls using your E-ZPass commercial account linked to a credit card for all trucks and vehicles that that are listed on your E-ZPass commercial account.

10.     What if I don’t have a vehicle listed on my E-ZPass account that passed through the
        E-ZPass lane?
The trucks and vehicles will be flagged for a violation. An attempt to find the vehicle’s E-ZPass commercial account will be made. If the trucks and vehicles are not linked to a valid E-ZPass commercial account, a violation notice will be issued from the Toll Road Authority where the toll violation occurred.

11. Can I add vehicle(s) to my E-ZPass account quickly or while they are already en-route?
Yes. You can add vehicles to your E-ZPass commercial account quickly by using the online access to the account. You can log in and enter the information manually. It usually will take 24 to 48 hours for the new vehicle information to be distributed throughout the E-ZPass agency network. Sometimes it is faster. You can also call the Delaware E-ZPass Customer Service desk at 1-888-397-2773 if you need assistance for special situations. Remember that all of your trucks and vehicles will need to have a placard inside their glove box with your company logo and E-ZPass commercial account number and transponder number on it along with a corporate phone number for anyone to call and validate your information.

12. What if we encounter an E-ZPass station with a swing arm blocking the way?
In some cases, you may encounter the "swing arm" toll collection points in locations where the toll authority does not have a sophisticated violation processing system or VTOLL (Video Toll) process as mentioned above. There are two types of swing arm toll collection points where no through electronic toll collection exists.

The first is a barrier where the designated toll must be paid. The toll is a fixed rate for that tolling location. These points will generally have manned toll booths to accept cash/credit card payments. Instruct your drivers to use the manned lane and present their documents and/or placard in the glove compartment of the vehicle that shows the E-ZPass account number, transponder number, company logo and a contact phone number to call to verify account information (if needed).
The second is an entrance/exit based toll where the entrance will generally include an armed ticket machine or armed manned lane to provide a ticket. Either can be used. At the point of exit, the toll is calculated based on the distance between the entrance and exit point. These points will generally have manned toll booths to accept cash/credit card payments. Instruct your drivers to use the manned lane and present their documents and/or placard in the glove compartment of the vehicle that shows the E-ZPass account number, transponder number, company logo and a contact phone number to call to verify account information (if needed).

REMINDER: It is strongly recommend that the laminated card or placard you have in each vehicle include not only the company name and E-ZPass account number, but the transponder number as well. It may be that the toll collector in the manned lane is able to input the transponder number into his system based on the level of sophistication of his toll station's technology. While we are attempting to cover every scenario, unfortunately there is no easy answer to the issue of the swing arm tolling location.