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  Frequently Asked Questions
 
  FASTRAK FREQUENTLY ASKED QUESTIONS
 
FASTRAK ACCOUNT HOLDERS - USING FASTRAK

 

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Do I own the FasTrak toll tag?
No. The toll tag is on loan to you by the FasTrak Customer Service Center. If your FasTrak account was established using a credit card, there is no deposit for the first three (3) toll tags, but for each toll tags over three, there is a $20 deposit. For cash/check accounts, there is a $20 deposit for each toll tag. All deposits are refunded when the account is closed and the toll tag is returned in good condition.

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What do I do if my toll tag is not working?
If the message on the Driver Feedback Display at the toll booth is blank, or if the toll tag does not beep as you drive through the toll plaza or toll gantry, these are indications that there may be a problem with your toll tag or with your account. If you notice these problems, contact the Customer Service Center.

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What are my responsibilities as a FasTrak user?
Your responsibilities are to maintain a minimum account balance as described in the License Agreement; mount the toll tag as described in the mounting instructions; report a lost, stolen, or damaged toll tag; and keep your address, credit card information, and vehicle information (e.g., license plate number(s)) on your FasTrak account updated as changes occur.

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Can I switch my toll tag from vehicle to vehicle?
Yes. The toll tag mounted to your windshield can be moved from vehicle to vehicle as long as it is properly mounted at each location, as described in the mounting instructions. It is recommended that the vehicle information, including license plate number, make, and model for each vehicle, be on file with the Customer Service Center. However, to avoid potential problems, we recommend that you obtain toll tags for each vehicle.

The potential problems that can occur when sharing a toll tag between several vehicles include, losing the toll tag, forgetting the toll tag in the other vehicle, or wearing out the Velcro strips much sooner than normal. In addition, your statement will not distinguish which car you were in when crossing the bridge or using the Express Lanes, and for some customers, this is important for tracking their toll transactions. If you want to track your toll transactions by vehicle, you need to obtain separate toll tags for separate vehicles.

You can request additional toll tags by either logging into your account online at My Account and clicking on "Vehicles & Toll Tags". You can also download and complete an Additional Toll Tag Request Form and send it to the Customer Service Center.

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If I am in an eligible carpool vehicle and travel through a carpool lane with my toll tag, will I be charged on my FasTrak account?
Golden Gate Bridge:
Effective July 1, 2010, carpools will be charged a discounted FasTrak toll rate of $3.00 during carpool hours only—which are from 5:00am to 9:00am and 4:00pm to 6:00pm, Monday through Friday (excluding holidays). This carpool rate applies to 2-axle vehicles with 3 or more passengers, motorcycles, and buses. Carpools must stop in a staffed lane (so the toll collector can verify the vehicle as a carpool) and pay the toll with a FasTrak toll tag to qualify for the discounted carpool toll rate. If a valid FasTrak tag is not present in a vehicle that stops in a staffed lane and meets the other carpool discount requirements the standard cash toll will apply.
Holidays during which the discounted carpool rate will not apply are New Year’s Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

All Other Bridges:
Effective July 1, 2010, carpools will be charged a discounted toll rate of $2.50. Carpools must use designated carpool lanes and pay the toll with FasTrak to qualify for the discounted toll rate. If you drive through a carpool toll lane without a FasTrak toll tag (even if you meet occupancy requirements for the carpool lane), a violation notice will be sent to the vehicle’s registered owner. It is a violation of the toll evasion statutes under California Vehicle Code Section 23302 et seq. and Streets and Highways Code Section 30843 to fail to pay the established bridge toll.

Future Bay Area Express Lanes:
Carpool vehicles with two or more people, motorcycles, transit buses, and solo drivers in eligible hybrids can use the Bay Area Express Lanes for free. If you are in a carpool vehicle and you have a FasTrak toll tag, you will need to remove it from your windshield and place it inside the Mylar bag that was provided to you by FasTrak, so that you are not charged for that particular trip. It is important to make sure that after your carpool trip, you properly re-install your toll tag onto your windshield.

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I heard carpoolers might earn special rewards. How do I qualify?
511 Rideshare, a FasTrak partner, provides rewards to commuters who carpool or vanpool. Register in the 511 RideMatch Service and you will receive updates from 511 Rideshare via e-mail about special promotions and rewards for carpoolers.

Carpoolers and vanpoolers can earn special rewards and incentives such as gift cards from local retailers, grocers and gas cards! Register with the 511 RideMatch Service to qualify and receive updates on future promotions. The 511 RideMatch Service is a Web-based system that helps you find carpool and vanpool partners. Quickly create an online profile and find commuters who have similar travel routes and patterns. The system lets you send potential rideshare partners an e-mail or give them a call. Click here to register.

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How fast can I travel through the FasTrak lane on the toll bridges?
For most toll lanes dedicated to exclusive use by FasTrak users on all toll bridges in the Bay Area, the speed limit is 25 miles per hour and enforced by the California Highway Patrol. For toll lanes that are shared with FasTrak and cash paying motorists, FasTrak users should proceed with extreme caution, being alert for stopped vehicles and toll collectors. For Bay Area toll bridges with Open Road Tolling lanes (e.g., Benicia-Martinez Bridge), the posted speed limit is 55 miles per hour.

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What happens when I drive through a toll plaza?
As you drive through a toll plaza, the Driver Feedback Display, located just past the collection booth window, will advise you of your account status as you hear your toll tag beep.
  • If your FasTrak account is valid and has a sufficient balance, it will display "VALID ETC" or "VALID FASTRAK”. ("ETC" refers to electronic toll collection.)
  • If your FasTrak account has a low balance, it will display "LOW BAL" or "ACCOUNT LOW”.
  • If your FasTrak account is invalid, for any reason, the display will be blank or it will display "CALL FASTRAK”.
Note: There are no Driver Feedback Displays in the FasTrak lanes at the Benicia-Martinez Bridge, nor are there any in the Bay Area Express Lanes.

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How is my FasTrak toll tag used for traffic information purposes?
The Metropolitan Transportation Commission/511 operates a data collection system based on FasTrak toll tags to provide better information about the transportation network to Bay Area travelers, transportation managers, and transportation planners through its 511 Driving TimesSM service. To ensure that FasTrak users remain anonymous, encryption software is used to scramble each FasTrak toll tag ID number before any other processing happens. In addition, the encrypted toll tag ID numbers are retained for no longer than 24 hours and are then discarded. If you do not want your toll tag read for these purposes, place the toll tag in the special Mylar bag provided to you when you are not using it for payment of tolls. The Mylar bags can be requested from the Customer Service Center. If you would like additional information about 511 Driving TimesSM and how toll tag data is protected, please visit www.511.org/copyright_items/privacy.asp.

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