The major FASTag FAQ for End Customers are given below. FASTag is a new system introduced for making payment in Tollgates. It will be mandatory for paying Toll payments through FASTag soon. Initially Government of India had fixed 15-12-2019 as last date for making all the lanes of Toll Plazas into FASTag lane. But now it has been deferred.
Table of Contents
What is 15th December Government mandate?
From 15th December 2019 all lanes at National Highway toll plaza will be declared as dedicated FASTag Lane except for one Hybrid lane. Non -FASTag users will be charged double the fee if they pass through FASTag lanes.
How can I buy FASTag?
Hi, in order to buy FASTag, you are requested to kindly visit any of the Point of Sale (PoS) locations at Toll Plazas / PoS outlets of the NETC Member Banks / their distribution agents/ their Sales offices. Alternatively, you can also apply online at the respective issuer bank’s website or at http://www.nhai.gov.in/#
What are the documents required to be submitted to apply for FASTag?
“Customer needs to submit the following documents along with the application form for FASTag:
- Signed FASTag application form, provided by issuer bank which customers need to fill and submit to the bank. 2.Registration Certificate (RC) of the vehicle
- Passport size photograph of the vehicle owner
- KYC documents as per the category of the vehicle owner 5.A valid driving license 6.Image of Vehicle (Optional).”
Which are the FASTag issuing banks ?
What are the benefits of using FASTag?
- No Need to stop at the toll plaza for toll payment
- No need to carry cash & look for exact change for the toll payment.
- Saves traveling time
- Save Fuel as no need to wait at the plaza for payment
- Easily Link to your bank account.
- Online Recharge – Tag can be recharged online through Credit Card / Debit Card / UPI / NEFT or Net banking. SMS alerts for toll transactions, Account Balance and Transaction statement, etc.
- See why to use FASTag .
What is NETC?
National Electronic Toll Collection (NETC) system enables the customer to make the electronic payment at continue reading …
Does NPCI issues FASTag?
No. NPCI does not issue FASTag. NPCI has developed NETC System which facilities to make the toll payment electronically.
Which all Toll Plaza are ready for FASTag?
Around 528 + toll plazas are live on FASTag now. List of toll plaza is available on IHMCL or NHAI website. You can also check for the list at https://www.npci.org.in/sites/all/themes/npcl/images/PDF/Plaza%20Master-…
What If there is a double deduction of toll charges ?
We request you to kindly contact the issuing bank’s customer service desk to report the double deduction issue. They will review your complaint and based on its merit, raise a chargeback for the duplicate transaction.
How I can replace my FASTag ?
We request you to kindly visit your bank’s website or the NETC customer service desk for replacing the FASTag.
What do I do if refund is not received ?
We would request you to contact the issuing bank for the dispute raised and ask them to resolve the same.
What do I do if there is an incorrect deduction of toll charges ?
We request you to kindly contact the issuing bank’s customer service desk to report the incorrect deduction issue. They will review your complaint and based on its merit, raise a chargeback for the excess.
What info do I provide if bank is not helping ?
You can share the transaction details with us in the following format in order for us to look into the issue more keenly and resolve the same at the earliest.
- VRN (Vehicle Registration Number)
- Toll Plaza Name
- Plaza City
- Date
For multiple transaction failures, we would request you to kindly share the details separately for each transaction. The details can be shared with us on our NETC handle on twitter (@FASTag_NETC)
If FASTag delivery is delayed. Where can you report ?
We would request you to kindly contact your issuing bank’s customer service desk to raise a complaint regarding the delayed delivery of FASTag.
Is FASTag working on all State Highway tolls ?
FASTag can be used in all toll plazas of National highways and for a few State Highways where it has been implemented. However, we request you to check the list of FASTag enabled plazas on your bank’s website to ensure it works for the highways you use.
What if I relocate to another city?
FASTag will work on all the enabled toll plazas across the country. In case you are shifting to a different city or changing your current address, you are requested to kindly communicate the same to your Tag issuing bank.
What if the FASTag gets damaged?
In case the FASTag gets damaged, you as a vehicle owner / user should approach your Tag issuing bank and request them for a replacement.
What if I sell/ transfer my car?
In case you have sold or transferred your vehicle, we would request you to inform your issuing bank about the same and close the account.
Is there any discount / cashback on toll payments using FASTag?
Currently there is cashback offer of 2.5% from NHAI on all Toll payments done using FASTag and this cashback offer is valid till March-2020. The cash back amount will be credited back in the tag-linked account on a monthly basis.
What is the validity of FASTag?
The tag has a validity of 5 years and after purchasing, you only need to recharge/ top up the tag as per your usage.
What is normal minimum distance between two adjacent Toll Plazas?
As per the fee rules 2008, the spacing between two adjacent toll plazas should be 60 km.
Why are the toll rates different for different vehicle categories?
The categorization is primarily based on the size and load they carry and type of use (commercial/personnel) of a vehicle.
How I can avail a monthly pass?
The monthly pass facility is specific to each toll plaza. You may call your Toll Free customer care to check the details. You can also avail Monthly Pass Facility on NHAI website.
How do I update my Vehicle number in the system?
Please check the process of updating the vehicle number with your issuing bank. You may call your Issuing bank toll-free Customer Care for assistance.
How do I generate/ reset my FASTag username and password?
Please check the generate/reset password policy with your issuing bank. You may call your Issuing bank toll-free Customer Care for assistance.
In case of harassment/ misconduct/ discourteous/ rude behavior of toll collection staff, what should we do?
In case of such a scenario, a complaint is to be lodged with respective Project Directors at the toll plaza. Further, the incident may be reported at [email protected] or call on toll free number 1033.
When and how I will get Cashback for my transaction?
Cashback is directly paid to Customer FASTag linked by their bank on a monthly basis. For e.g. For Toll Transaction done on National Highway Plaza in the Month of Oct 19, Cashback applicable will be paid in the Month of Nov 19 to Customer FASTag Link to the bank.
What are the charges for FASTag?
FASTag will cost a maximum of 100/- as per the guideline from the MorTH (Govt. Of India). However few banks are offering it free of cost. Bank will collect additional money from customers to fund the FASTag link wallet and details of the same are available on the Issuer Bank website.
Is there any minimum or maximum value for FASTag recharge/top-up?
Customers can recharge the FASTag account in the denomination of 100 rupees and the maximum amount of recharge is decided basis on the type of vehicle & account link to FASTag. The maximum amount of recharge is defined on all bank’s websites.
Where I will get my login credentials of the FASTag account?
Customers will get FASTag account Login details in the welcome kit share by the bank or the Customer can call on the bank Call center and get the login details.
Which are the roads where the tag can be used?
FASTag is accepted at 600+ toll plazas on National & State Highways across the country. New toll plazas are getting added every month, you can see the list of plazas in the ‘Active Toll Plazas’ section on www.ihmcl.com website.
How I will know whether FASTag is accepted at a particular toll plaza?
FASTag is accepted at 536+ toll plazas on National & State Highways across the country. FASTag enabled toll plaza are having hoarding before 500 meters of the plaza and the lane at the plaza are having FASTag signage and boards which is easily visible from the distance. Customers also can ask the toll booth person for paying through FASTag. You can also get a list of toll plazas on FASTag at https://www.npci.org.in/sites/all/themes/npcl/images/PDF/Plaza%20Master…
What if my FASTag is not working at the toll plaza?
In case FASTag is not acceptable at the toll plaza, the Customer should call on the 1033 toll-free number and register the complaint about the same. 1033 call center is set up by NHAI (Govt. of India) for all road assistance to the highway user which includes FASTag as well.
How I will come to know my account is debited for toll transactions?
Once the Customer paid through FASTag, He will get SMS mentioning Toll Name, Transaction Date, Transaction Amount and Available Balance in FASTag account.
I have two vehicles. Can I use one FASTag for two vehicles?
Customer can use only one tag with one vehicle. Once Tag is affixed on the windshield of the vehicle, it cannot be removed as it will get destroyed and will not work at the toll plaza.
I have two vehicles. Can I use one FASTag for two vehicles?
Customer can use only one tag with one vehicle. Once Tag is affixed on the windshield of the vehicle, it cannot be removed as it will get destroyed and will not work at the toll plaza.
Do I need to use any specific lane at the toll plaza for FASTag?
Yes, the Customer has to use the lanes demarcated only for FASTag users. Only FASTag marked lanes have the required RFID infrastructure installed to read FASTag. In case you enter cash- lane, the FASTag will not be read and cash needs to be paid.
How would I cross toll plaza, if ETC equipment is not working?
In case ETC equipment is not working and your FASTag account is having sufficient balance, please pay the toll fee in cash at the plaza. Additionally, please call on 1033 toll-free number and register the complaint on centralize call center set up by NHAI (Gov. of India) about the issue at the toll plaza.
How would I know that the correct user fee has been deducted from my FASTag account?
Post payment through FASTag, the Customer will receive an SMS on his registered mobile number for each transaction and balance is deducted from your FASTag account. You can also check the toll fare on the NHAI website for your respective toll plazas.
What do I have to do if I have lost/ damaged my RFID Tag? What will happen to the account balance?
The customer should report the damage or loss of tag/vehicle to his bank immediately by calling on bank call center or visit the nearest bank branch and request to blacklist the tag so no further transaction is allowed on the FASTag. Balance amount in FASTag account will be blocked. Customer can apply for new FASTag get the balance amount transfer to his new FASTag account or withdraw the balance amount by giving request this bank.
Why the FASTag user fees (toll) rate is different at 2 Toll Plazas?
User fees on a particular toll plaza is based on this distance of the road and type of highways i.e. National Highway, State Highway and Express Highway.
Is there any change in the toll fare if I paid through FASTag compare to Cash?
There is no change in the toll fare for FASTag. Toll Fare will be same for any mode of payment at the toll. Customer will have benefit of cashback if they pay through FASTag.
How do I block my FASTag account, in case my vehicle is lost?
Customer should call his Issuing bank customer care numbers and block his FASTag account.
Can FASTag be used for passage through toll plazas on the state highways?
FASTag can be used on few of the state highway toll plazas. List of state highway toll plaza enabled with NETC FASTag is available on www.ihmcl.com.
Why full user fee (toll) is to be paid although we travel a small length on the project road?
In India, the tolling is generally under the open system, whereby fee payable is a fixed amount based on the length of stretch under one project which is normally 60 kilometers. If a stretch is of lesser length, user fee of actual length only is collected.
I reside within 10 km of a particular toll plaza. Do I need to take FASTag to get the concessions available for local vehicles?
Local concession or any other discount can be avail through FASTag. For local pass concession, Customer need to get the eligibility proof from toll plaza and submit the proof while applying for FASTag along with relevant document to his Issuing bank to avail applicable concession in toll fee.
What is the meaning of tag blacklisted? What can be done to avoid the Blacklist of tag?
A blacklist of tag means vehicle is not allowed to pay through FASTag at the toll plaza. There are various reason of blacklisting of Tag, i.e. Tag is not having sufficient balance in his FASTag account. In such cases Customer should call his bank toll free call center numbers and get the reason of blacklist. To avoid Blacklisting of tag, customer should recharge his tag when he gets the alert of low balance from his bank. Also FASTag can be blacklisted by the law enforcement agencies due to any rule violation complaint register against the vehicle. In such cases the enforcement agencies request issuer or acquirer to add the tag id the in the blacklist.
FASTag doesn’t work even when all lanes display FASTag logo?
In case FASTag is not acceptable at the toll plaza, Customer should call on the 1033 toll free number and register the complaint for the same. 1033 call center is set up by NHAI (Govt. of India) for all road assistance to the highway user which includes FASTag as well.
I was forced to pay by cash at the toll plaza, though I am having sufficient balance in FASTag?
In case forcing to pay by cash though your account is having sufficient balance in FASTag, Customer should call on the 1033 toll free number and register the complaint for the same. 1033 call center is set up by NHAI (Govt. of India) for all road assistance to the highway user which includes FASTag as well.
I had applied FASTag, received FASTag after 2-3 days. FASTag is still not activated ?
All the tag issued by bank is pre-activated with minimum amount paid by customer at the time of buying the tag. In case customer FASTag is not activation, Customer should call the Bank toll free number and register complaint with bank.
Whether my existing RFID or any other RFID tag is accepted at all toll plaza or only FASTag is accepted where RFID system is enabled?
No, any RFID Tag will not be acceptable at the National Highway toll plaza. Only FASTag will be accepted on National Highway toll plazas.
Is NETC Tag for Mumbai Bandra- Worli Sea link RFID tag and FASTag is same tag or different tag?
Both are different tags. The Mumbai Bandra –Worli Sea link ETC Tag is different than FASTag and same cannot be used on National Highway Toll Plazas, similarly you cant use FASTag on the Bandra Worli sea-link.
How to obtain FASTag for “Army Officers” who are exempted from Toll Tax?
Army Officers can take the FASTag from any of the FASTag issuing bank by showing relevant proof while applying for FASTag.
I am a handicapped person and I have a car. What should I do to get a FASTag?
Handicapped person can take the FASTag from any of the FASTag issuing bank by showing relevant documents proof while applying for FASTag.
How return journey is calculated through FASTag?
Return journey toll fare rules are configured at toll plaza acquiring bank system and acquiring bank is responsible to calculate return journey benefit on the basis of Plaza fare rules and transaction time.
What is my UPI ID for reloading of FASTag?
UPI ID of FASTag is NETC. Vehicle Registration [email protected] Customer bank. For e.g. Vehicle Registration number is MH04BB1234 and issuer bank is ICICI Bank then UPI ID will be netc. [email protected] Customer should get the UPI ID validated with his bank before recharging FASTag through UPI.
What if I have recharged the FASTag but Money is not credited in my FASTag Account?
If Customer has recharge the Tag and amount debited this account but not credited to his FASTag account Customer should call on his bank Call center and raise the request for reversal.
What if the FASTag Machine is not working at the toll?
In case the equipments are not working and your FASTag account is having sufficient balance, please pay the toll fee in cash at the plaza. Additionally, please call on 1033 toll free number and register the complaint on centralize call center set up by NHAI (Gov. of India) about the issue at the toll plaza.
Why FASTag is mandatory if some toll plazas still dont have separate FASTag lane ?
It is digital initiative of Govt. of India where all the National Highway toll plazas are mandated to have FASTag lane. In case any plaza is not having the FASTag lane or not accepting the FASTag please call on 1033 and register your complaint.
If the customer care number (1033) is not working what is the alternate option?
You can call on your bank call center number and register your complaint or mail at [email protected]
If the vehicle is new doesn’t have RC how they will apply for FASTag?
In case RC is not issued to customer, still they can get FASTag basis vehicle VIN (Vehicle Identification Number) and Engine Number. Do let us know if we can help you with anything else.
What if the FASTag lane is not working?
You can pay through other means of payment and lodge complaint at 1033 call center.
Got FASTag from Amazon. What to do next?
Download the MyFASTag app and link it you bank account.
Why is there a ‘security deposit’?
Security Deposit is taken by Bank against the tag issued to customer. In case customer defaults in payment, banks can adjust the dues from Security deposit.
Is it necessary the Account Holder and the Vehicle owner should be same?
FASTag is linked to the vehicle and any account can be link to it. The account holder should be in blood relationship of the vehicle owner.
I got a new FASTag but when i have used for the first its says Blacklisted but i have sufficient balance in my wallet ?
Blacklist of tag means vehicle is not allowed to pay through FASTag at the toll plaza. There are various reason of blacklisting of Tag, i.e. Tag is not having sufficient balance in his FASTag account. In such cases Customer should call his bank toll free call center numbers and get the reason of blacklist.
To avoid Blacklisting of tag, customer should recharge his tag when he gets the alert of low balance from his bank.
Also FASTag can be blacklisted by the law enforcement agencies due to any rule violation complaint register against the vehicle. In such cases the enforcement agencies request issuer or acquirer to add the tag id the in the blacklist.
Why do different banks charge different security deposits?
Security Deposit is decided by Banks and it will vary basis on Vehicle class and bank policies.
I am not able to find my car in Vehicle class?
There are 7 defined vehicle class, you can call your banks call center and get your vehicle class by giving information about your vehicle.
How does one ensure that the tag has a minimum balance?
a. You receive SMS notifications from your bank for each FASTag transaction
b. You can log on to your website / portal to check your account balance,
c. You call your bank contact center number to know your balance.
Is MyFASTag app live on iOS?
Currently it’s available on Andriod and will be available on iOS soon.
