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  Frequently Asked Questions
 
  FASTRAK FREQUENTLY ASKED QUESTIONS
 
FASTRAK ACCOUNT HOLDERS - MAINTAINING FASTRAK ACCOUNTS

 

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How can I track my FasTrak account activity?
The FasTrak system tracks your usage and account balance. A monthly or quarterly statement itemizing your toll payments and account balance will be sent to you through the mail or email. The frequency and delivery method of your statements is determined by you. You may also check your account balance by logging into your account online, or by calling the Customer Service Center.

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How can I update the information on my FasTrak account?
You can update your account information (e.g., mailing address, day or evening phone numbers, vehicle information, etc.) by one of several ways:
  • Log into your account online at My Account and edit information as necessary.
  • Download an Account Update Form and mail/fax it to the Customer Service Center.
  • Contact the Customer Service Center by phone. When contacting the Customer Service Center, please provide your FasTrak account number or toll tag serial number in your communications. (The serial number is located on the toll tag’s barcode.)

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How is the prepaid balance in my account replenished?
Account replenishment is different depending on the type of replenishment method you chose at the time you opened your account.

For credit card accounts, automatic charges will be made to your credit card to replenish your FasTrak account whenever your prepaid toll balance falls below $15 or the minimum threshold.

For cash/check accounts, you are responsible for depositing prepaid tolls into your FasTrak account whenever the "Low Bal" or "Account Low" message appears on the Driver Feedback Display located at the toll booth. You must replenish your account whenever your prepaid toll balance falls below $30 or the minimum threshold.

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How is the replenishment amount determined?
For credit card accounts, the amount charged to your credit card (i.e., your replenishment amount) will be equal to one month’s average usage (based on the previous 90 days of use) or $25, whichever amount is greater. For cash/check accounts, the replenishment amount will be equal to one month’s average usage (based on the previous 90 days of use) or $40, whichever amount is greater.

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When is my replenishment threshold and replenishment amount adjusted?
Your FasTrak account’s replenishment threshold and replenishment amount will be reviewed 35 days from the date your account is opened and every 90 days thereafter. It will be adjusted, if necessary, to reflect current use patterns. You will be notified on your statement whenever your replenishment amount has been adjusted (either increased or decreased). Replenishment amounts can vary and timing of replenishment is not always consistent. For this reason we do not recommend the use of ATM check/debit cards.

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Is there a deposit required for my toll tag(s)?
A deposit may be required when you open your FasTrak account.

For FasTrak accounts replenished by credit card, a deposit will NOT be required for the first three (3) toll tags issued to your FasTrak account. If more than three toll tags are issued, you will be charged a deposit of $20 for each additional toll tag.

For FasTrak accounts replenished by cash/check, a refundable deposit of $20 is required for each toll tag.

Note: Should you close your account and return your toll tag in good working condition, the deposit will be refunded to you. Deposits will be forfeited for damaged, lost or stolen toll tags.

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What happens if my FasTrak account has a negative balance?
An account with a negative balance is considered "invalid". Any transaction recorded on a negative account is a violation of the requirement to pay the established toll. Violations could result in your being liable for costly penalties and fees as specified in the California Vehicle Code Section 40250. Negative accounts will be closed after 90 days and toll tag deposits will be forfeited. To bring your account to a positive balance, you can make an immediate one-time payment online using a credit card. To do so, log into your account and then click on "Payment Info".

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Will my FasTrak account remain active if I am an infrequent or seasonal user?
Your account will remain active, providing you have some activity on your account during a period of 12 months. If there is no activity on your account for a period of 12 months or more, you will be notified by mail that your account will be automatically closed and instructions will be provided on how to return your toll tag(s) for proper credit. Upon receipt of your toll tag(s), your account will be closed and any balance will be refunded to you.

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Why is providing the Customer Service Center my license plate number(s) important?
Should your toll tag not read as you drive through the toll plaza, a photo of your license plate will be taken. The toll amount will then be deducted from your account by matching the license plate information in the photo with the license plate information on file with FasTrak. If there is no match, a violation notice will be sent to the registered owner of the vehicle in the photo. As such, your vehicle information should be kept current with FasTrak in order to prevent violation notices from being sent to you. You will be responsible for tolls charged to your account based on the identification of your license plate number, unless you notify us of changes to your license plate number.

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What do I do if my FasTrak toll tag is lost, stolen, damaged or defective?
If the toll tag is lost, stolen or damaged, you will be liable for the deposit amount of $20. If it is lost/stolen and you immediately notify the FasTrak Customer Service Center, you will not be responsible for any unauthorized use of your toll tag after notification. If the toll tag is stolen, and documentation is provided (e.g., police report), the deposit may be adjusted. If the toll tag is defective, return it to the FasTrak Customer Service Center and request a replacement.

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How can I return my toll tag and close my account?
You can return your toll tag to the Customer Service Center and request the closure of your account by completing an Account Closure Form and submitting it, along with your toll tag(s), in person or by mail to the Customer Service Center. If you are returning the toll tag by mail, we recommend sending the toll tag by certified or registered mail.

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How do I change from a Credit Card to a Cash/Check payment method?
A refundable toll tag deposit is required for all Cash/Check accounts. Please contact the Customer Service Center for specific instructions on how to convert to a Cash/Check account. You can also follow the steps below:
  • Download an Account Update Form
  • Complete and sign the Account Update Form
  • Send the following to the FasTrak Customer Service Center:
    • A check (made payable to: “BATA”) for the refundable toll tag deposit which is equal to $20 for each toll tag on your account.
    • Completed and signed Account Update Form

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