How To's


Account Activities

How to Log into Your FasTrak Account Online, if You Forgot Your Username or Password.

To log into your FasTrak account online, you must enter your Username and Password. If you do not remember either your Username or Password*, you can request to have it automatically emailed to you by clicking here and providing your FasTrak account number and email address on file. If you do not have your Account Number or an email address on file, you will need to contact the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

*Please note: For your security, a new password will be sent to you.

How to Access Your Emailed Statement, if You Forgot Your PIN.

If you chose to have your statements emailed to you, a 4-digit PIN is required to access them. If you do not remember your PIN, you can request to have it automatically emailed to you by clicking here and providing your Account Number and email address on file. If you do not have your Account Number, you will need to contact the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Access Account Information via the Automated Phone System, if You Forgot Your PIN.

To access certain account information via our automated phone system, a 4-digit PIN is required. If you do not remember your PIN, you can request to have it automatically emailed to you by clicking here and providing your Account Number and email address on file. If you do not have your Account Number or an email address on file, you will need to call the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Update Account Information Online, e.g., address, credit card, vehicle, etc.

As a FasTrak account holder, you are responsible for keeping your account information current. This information includes your mailing address, email address, phone number(s), credit card information, and vehicle information (license plate number, make, model, and year). Specific account information can be updated/changed by selecting one of the categories located in the left margin of the "Account Overview" page.

1. Account Profile - From this page, you can update/change your contact information, your PIN or Password, or your statement delivery method or frequency. To do so, simply click on the "Edit" button located within the section you want to change.

2. Payment Info - From this page, you can make a one-time payment to your account, or change your credit card information. You can also add a secondary credit card, in case your primary credit card is declined. It is important to keep credit card information current, so that your account can be automatically replenished without issues. Also, if you are using a Check/Cash replenishment method, you can convert to a credit card replenishment account from this page.

3. Vehicles & Toll Tags - From this page, you can edit or delete your current vehicle information, or you can add information for a new vehicle. It is important to keep your vehicle information current, in case your toll tag is not detected in the toll lane. If you sold your vehicle, you must immediately delete that vehicle information from your account. Otherwise, you could incur toll charges from the new owner. If you purchased a new vehicle, you must add this vehicle information to your account – using the Effective Date of when you first took possession of it.

How to Replace a Non-Working Toll Tag.

If your toll tag does not beep two times as you drive through a toll plaza or toll lane, this could be an indication the battery is weak or dead. The average life of a toll tag battery is about five years.

To replace a non-working toll tag, you can make a request online (instructions below) or contact the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

When you request a replacement toll tag, you may be charged a temporary toll tag deposit of $20 per toll tag, which will be deducted from your pre-paid toll balance. However, this temporary deposit will be refunded to you when you return your non-working toll tag back to the Customer Service Center. You will be charged a temporary deposit (per toll tag), if any one of the following applies:

1. You replenish your account by credit card, and you currently have 3 or more toll tags (including the non-working one); or

2. You replenish your account by check or cash.

If none of the above conditions apply to you, a temporary deposit will not be charged to your FasTrak account.

To request a replacement toll tag online, please log into your account and follow the instructions below:

1. From the left margin of the "Account Overview" page, select "Vehicles & Toll Tags".

2. From the "Vehicles & Toll Tags" page, go to the "Request Toll Tags & Supplies" section.

3. Select the quantity and type of replacement toll tags needed, and click "Continue". If certain conditions apply (see above), a temporary toll tag deposit amount will appear.

4. Verify your request information and click "Submit".

5. You will receive an email confirmation for this request.

6. When you receive your replacement toll tag(s), you must return the non-working one(s) to the Customer Service Center in order to get any applicable deposits refunded back to you. The Customer Service Center mailing address is: FasTrak Customer Service Center, P.O. Box 26926, San Francisco, CA 94126.

How to Request an Additional Toll Tag.

If you would like to add a toll tag to your existing FasTrak account, you can do so online. You can also request an additional toll tag by using the automated Interactive Voice Response system any time, or by calling the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

When you request an additional toll tag, you may be charged a toll tag deposit of $20 per toll tag requested, which will be deducted from your pre-paid toll balance. You will be charged a deposit (per toll tag), if any one of the following applies:

1. You replenish your account by credit card, and you currently (before the request) have 3 or more toll tags; or

2. You replenish your account by check or cash.

If none of the above conditions apply to you, a toll tag deposit will not be charged to your FasTrak account.

To request an additional toll tag online, please log into your account and follow the instructions below:

1. From the left margin of the "Account Overview" page, select "Vehicles & Toll Tags".

2. From the "Vehicles & Toll Tags" page, go to the "Request Toll Tags & Supplies" section.

3. Select the quantity and type of toll tags needed, and click "Continue". If certain conditions apply (see above), a toll tag deposit amount will appear.

4. Verify your request information and click "Submit".

5. Your additional toll tag(s) will be sent to you within 10 business days.

6. You will receive an email confirmation for this request.

How to Report a Lost or Stolen Toll Tag.

If you lost your toll tag, or your toll tag was stolen, you must report it to FasTrak immediately to avoid paying for unauthorized toll transactions. You will not be held liable for any unauthorized use of the toll tag after notification to FasTrak. If your toll tag is either lost or stolen, you will be charged a $20 toll tag fee. However, for a stolen toll tag, this fee may be reimbursed if you provide proper documentation indicating it was stolen (e.g., police report).

To report a lost or stolen toll tag online, log into your FasTrak account and follow the instructions below:

1. From the left margin of the "Account Overview" page, select "Vehicles & Toll Tags".

2. Go to the "Toll Tag List" section.

3. Find the toll tag number that was lost or stolen, and click the "Lost or Stolen" button.

4. Select the new status (either Lost or Stolen) and click "Continue".

5. Verify the information and click "Report".

6. Once you have reported your toll tag lost or stolen, you will need to request a new one by clicking on the "Return to Toll Tag List" from the confirmation page.

7. See "How to Request an Additional Toll Tag".

You can also report a lost or stolen toll tag by using the automated Interactive Voice Response System any time, or by calling the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Understand Your FasTrak Statement.

To help you understand your FasTrak statement, below is a brief description for each of the columns of information provided:

Posted Date: This column identifies the date your toll transaction was posted by the FasTrak Customer Service Center. The posting date is typically within 24 hours from the date the transaction occurred in the toll lane.

Transaction Date: This column identifies the date your toll transaction occurred in the toll lane.

Toll Tag: This column identifies the toll tag number that was detected in the vehicle at the time of the toll transaction. If this column contains a license plate number, rather than a toll tag number, this means the toll tag was not detected by the toll equipment, and the license plate number was used to link your vehicle to your FasTrak account.

Agency: This column identifies the agency that owns the toll facility where your transaction occurred. If your transaction occurred on one of the toll bridges, the agency will either be Caltrans or the Golden Gate Bridge, Highway and Transportation District. If your transaction occurred on one of the Bay Area's Express Lanes, the "agency" will be the name of the Express Lane, e.g., I-680. For a translation of the abbreviations, click on the "Agency Legend" link.

Entry Plaza: If your transaction occurred on a toll bridge, this column identifies the name of the bridge, e.g., San Francisco-Oakland Bay Bridge. If your transaction occurred on an Express Lane, this column identifies the point at which you entered the Express Lane, e.g., Washington Blvd. For a translation of the abbreviations, click on the "Plaza Legend" link.

Entry Time: This column identifies the time (HH:MM:SS) that your transaction occurred and your toll tag was detected at the tolling point. If your transaction occurred on a toll bridge, the tolling point is at the toll plaza. If your transaction occurred on an Express Lane, the tolling point is the location where you entered the Express Lane.

Entry Lane: This column identifies the lane number where your transaction occurred. At the bridges, the lane numbers are counted starting from the toll plaza administration building. For example, at the San Francisco-Oakland Bay Bridge, the administration building is located on the left-hand side. Therefore, Lane 1 is on the far left and Lane 18 is on the far right of the toll plaza. On the I-680 Express Lane, the Entry Lane is always 1.

Exit Plaza: If your transaction occurred on a toll bridge, this column will be blank. If your transaction occurred on an Express Lane, this column identifies the point at which you exited the Express Lane, e.g., Calaveras Rd. For a translation of the abbreviations, click on the "Plaza Legend" link.

Exit Lane: If your transaction occurred on a toll bridge, this column will be blank. If your transaction occurred on the I-680 Express Lane, the Exit Lane will be 1.

Debit (-): This column identifies any charges that were deducted from your pre-paid toll balance for activities such as toll transactions on a bridge or Express Lane, parking charges at SFO, or if applicable, return check fees or toll tag deposits (e.g., for lost or stolen toll tags, or requests for additional toll tags).

Credit (+): This column identifies any credits that were made to your FasTrak account for activities such as replenishments, refunds for toll tag deposits, etc.

Balance: This column tracks your cumulative pre-paid toll balance for a given period of time, after all debits and credits have been applied.

How to Change Your Statement Delivery Method and/or Frequency.

To change your statement delivery method and/or the frequency of your statements, log into your FasTrak account and follow the instructions below:

1. From the left margin of the "Account Overview" page, select "Account Profile".

2. Go to the "Statement Delivery" section, and click on the "Edit" button.

3. Select the new method of delivery and frequency combination and click "Continue".

4. Verify the new information, including any applicable fees, and click "Save".

5. You will receive an email confirmation for these changes.

How to Understand How Your Replenishment Amount is Calculated.

Replenishment amounts for your account vary depending on the type of replenishment method you chose when you opened your account (i.e., credit card or check/cash), as well as on your level of toll activity each month – the higher your monthly toll activity, the higher your replenishment amount will be.

In general, if you have a high level of toll activity each month, your replenishment amount is calculated such that your FasTrak account is replenished no more than about once a month. If you have a low level of toll activity each month, your account will be replenished once a month, or in some cases even less frequently. Your replenishment amount is calculated as follows:

1. For Credit Card accounts: Your replenishment amount is equal to one month's average usage (based on the previous 90 days of use) or $25, whichever amount is greater.

2. For Check/Cash accounts: Your replenishment amount is equal to one month's average usage (based on the previous 90 days of use) or $40, whichever amount is greater.

Your replenishment amount is reviewed 35 days from the date your account is opened and every 90 days thereafter. It is adjusted, if necessary, to reflect your current travel usage. You will be notified on your statement whenever your replenishment amount is either increased or decreased.

How to Convert from a Check/Cash Account to a Credit Card Replenishment Account?

If you manually replenish your FasTrak account with checks or cash, but would now like the convenience of having your account automatically replenished whenever your pre-paid balance gets low, you can convert to a credit card replenishment method instead. To do so online, log into your FasTrak account and follow the instructions below:

1. From the left margin of the "Account Overview" page, select "Payment Info".

2. Go to the "Change to a Credit Card Payment Method" section, and click "Click here".

3. Enter your credit card information, select the consent checkbox, and click "Continue".

4. Verify your credit card information and click "Change Payment Method".

5. You will receive an email confirmation for these changes.

You can also convert to a credit card replenishment account by using the automated Interactive Voice Response System any time, or by calling the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Request Mounting Strips or a Mylar Bag.

If you would like to request extra mounting strips or a Mylar bag for your toll tag(s), you can do so online by logging into your account and following the instructions below:

1. From the left margin of the "Account Overview" page, select "Vehicles & Toll Tags".

2. Go to the "Request Toll Tags & Supplies" section, and click "Request Replacement Supplies".

3. Select the item and quantity needed, and click "Continue".

4. Verify your request information and click "Submit".

5. Your requested item(s) will be sent to you within 10 business days.

6. You will receive an email confirmation for this request.

You can also request these items by calling the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

New Accounts

How to Register a Retail Toll Tag to a New FasTrak Account.

If you purchased a FasTrak toll tag at a retail location, the toll tag must be registered to a FasTrak account. If you do not currently have a FasTrak account and would like to open one, please follow the instructions below for convenient online registration:

1. From the homepage, click on "Register Your Toll Tag".

2. Enter the toll tag number in the field provided. The toll tag number is a 10-digit number that is printed on a barcode label on the toll tag. (Omit the leading zero.)

3. Enter the validation code in the field provided. The validation code is an 8-digit alpha-numeric code that is printed on one of the mounting strips. If you do not have the validation code, please contact the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

4. Select "Register to New Account".

5. Complete the Customer Registration form.

  • If you choose a Credit Card replenishment method, no toll tag deposit is required and your account will be automatically replenished when your balance gets low.
  • If you choose a Check or Cash replenishment method, a refundable toll tag deposit is required and will be held until you close your account and return the toll tag in good condition. For a Check/Cash replenishment account, you will be responsible for tracking your own balance and manually replenishing your account by sending a check, or visiting the FasTrak Customer Service Center in person to replenish by cash.

6. Once your new FasTrak account is opened, any promotional free tolls (if applicable) will be added to your account balance.

You can also register your retail toll tag by contacting the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Register a Retail Toll Tag to an Existing FasTrak Account.

If you purchased a FasTrak toll tag at a retail location, the toll tag must be registered to a FasTrak account. If you already have a FasTrak account and would like to add your new toll tag to your existing account, please follow the instructions below for convenient online registration:

1. From the homepage, click "Register Your Toll Tag".

2. Enter the toll tag number in the field provided. The toll tag number is a 10-digit number that is printed on a barcode label on the toll tag. (Omit the leading zero.)

3. Enter the validation code in the field provided. The validation code is an 8-digit alpha-numeric code that is printed on one of the mounting strips. If you do not have the validation code, please contact the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

4. Select "Register to Existing Account".

5. Enter your Username and Password, and click "Submit".

6. Your retail toll tag is now registered to your existing FasTrak account.

You can also register your retail toll tag by contacting the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

Golden Gate Bridge Tolls

How to Pay a Golden Gate Bridge Toll.

The Golden Gate Bridge is the first toll facility in the Bay Area to convert to All Electronic Tolling. Click here to learn about the new toll payment options for southbound travel on the Golden Gate Bridge.

Violations

How to Avoid Getting a Violation Notice (as a FasTrak Customer).

Even if you are a FasTrak customer, there are some conditions that may cause you to receive a violation notice. To avoid getting a violation notice as a customer, do the following:

1. Always have your toll tag mounted on your windshield at all times. This will ensure that your toll tag is detected in the toll lane.

2. Ensure your toll tag is functioning properly. This will ensure that your toll tag is detected in the toll lane. If you drive through a toll plaza or toll lane and the toll tag does not beep twice, this could be an indication the battery is weak or dead. Please contact the FasTrak Customer Service Center if you experience this problem. The average life of a toll tag battery is about five years.

3. Ensure that your vehicle information, including license plate number, is on file with FasTrak, and that this information is current. This is required to match your vehicle with your FasTrak account, in case your toll tag is not detected in the toll lane when you drive through a toll plaza.

4. Ensure that your credit card number and expiration date are current. If your credit card information is not current, this could result in a credit card decline when it is time for FasTrak to replenish your account. If you continue to drive through the toll plaza, but your account has not been replenished, you will bring your account into a negative balance, resulting in a violation notice.

5. Always have sufficient funds in your account at the time of your bridge crossing. If you drive through a toll plaza and do not see a confirmation message on the Driver Feedback Display, this could be an indication there is a problem with your account, such as a negative account balance. If you have a negative account balance, you will receive a violation notice.

How to Resolve a Violation (as a FasTrak Customer).

If you are a FasTrak customer and you received a violation notice, there are different procedures that can be followed to resolve it, depending on your situation.

1. If your toll tag was not in your vehicle, or your toll tag malfunctioned (e.g., dead battery), you received a violation notice because your toll tag was not detected in the toll lane, and your license plate number was not on file with FasTrak.

When your toll tag is not detected in the toll lane, an image of your license plate is taken by the lane equipment. FasTrak then searches its database to locate your license plate number. If a match is found, your toll is charged to the corresponding account number. If no match is found, a violation notice is sent to the vehicle’s registered owner.

To resolve the violation, please update your account with your vehicle information by either: 1) logging into your FasTrak account online; 2) completing Section C (FasTrak Customer) on the backside of the violation notice; or 3) contacting the FasTrak Customer Service Center during normal business hours at (877) 229-8655. Once your account is updated with your vehicle information, the toll from the violation will be charged to your account and the violation penalty will be waived.

2. If your FasTrak account had a negative balance at the time you drove through the toll plaza, you received a violation notice because you had insufficient funds to cover the toll.

To resolve the violation, please replenish your account by either logging into your account online and making a one-time payment or by contacting the FasTrak Customer Service Center during normal business hours at (877) 229-8655.

How to Resolve a Violation (as a Non-FasTrak Customer).

If you are not a FasTrak customer and you received a violation notice, you can resolve the violation by doing one of the following:

1. Open a FasTrak account - If you are a first-time toll violator, you can open a FasTrak account within the first 30 days of the violation date and the toll amount will be charged to your new account. The violation penalty will be waived. For instructions on how to open an account as a first-time violator, please click here.

2. Pay the violation online using a credit card - To pay the violation online, you must first search for your violation by clicking on the "Violations" menu from the homepage. Enter the Violation Number, License Plate Number, and State in the fields provided. When you find your violation number from the search results, follow the online instructions provided.

3. Pay the violation notice using a credit card by calling our automated phone system at
(877) 229-8655. At the prompts, enter the Violation Number and zip code to find your violation information.

4. Pay the violation notice with cash at a cash payment location. Click here to find a location near you.

5. Dispute the violation - To dispute the violation because you did not own the vehicle at the time of the violation, please complete Section A (Affidavit of Non-Liability) on the backside of the notice. To dispute the violation because you do not believe you owe the amount shown on the violation notice, please complete Section B (Contested Notice of Toll Evasion).

How to View / Lookup Your Violation Details (e.g., status, amount due, date, bridge, etc).

If you received a violation notice and would like to view the details of the violation (e.g., status, amount due, violation date, bridge, etc), please follow the instructions below:

1. Search for your violation by clicking on the "Violations" menu from the homepage.

2. Enter the Violation Number, License Plate Number, and State in the fields provided and then click "Search". If you have multiple violations for the same license plate number, you can enter just one of the violation notice numbers, and all violations associated with that license plate number will appear in the search results.

3. A summary of all the violation numbers will appear in the search results. For each violation, you will see the date/time of the violation, the facility (bridge) where the violation occurred, the status of the violation notice, and the total amount due, which includes the toll, penalty, and other applicable fees.

4. Click on a violation number to view more details about the violation, including a link to an image of the license plate. To view the image, click on the "Photo of License Plate" link.

GET UP TO $5 IN FREE TOLLS

When you get a new toll tag.

Pick up a new toll tag at select Walgreens, Costco and Safeway locations and FasTrak will give you free tolls.



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