FAQ

E-ZPass is an electronic toll collection system. Motorists open a prepaid account and attach a small electronic device called a transponder to their windshield or license plate. As they travel through the toll facilities, tolls are automatically deducted from their pre-paid E-ZPass account.

The E-ZPass Flex is a switchable E-ZPass transponder that will let you take advantage of toll-free travel on the 64, 66, 95, 395, and 495 Express Lanes in Virginia. The E-ZPass Flex will work on any toll facility where E-ZPass is accepted. E-ZPass Flex Transponders provide additional functionality which allows drivers to identify when their vehicle can be classified as High Occupancy Vehicle (HOV) to obtain a discount on those facilities that support the additional Flex functionality. If the required number of people are in the vehicle, and you want to drive on the 64, 66, 95, 395, and 495 Express Lanes for free, you need to switch the E-ZPass Flex to HOV mode before you get on the road. Please note that the number of required people in the vehicle may vary from one toll facility to the next. These toll facilities will not charge your E-ZPass account if you travel with your E-ZPass Flex in HOV mode and have the required number of people in the vehicle. Drivers traveling on any of these express lane toll facilities with less than the required number of people in the vehicle must set their E-ZPass Flex to toll-paying mode and the toll will be electronically debited from their E-ZPass account. You do not need an E-ZPass Flex if you do not plan to travel on the 64, 66, 95, 395, or 495 Express Lanes with the minimum number of people to qualify for the HOV discount.

Before starting your trip on the High Occupancy Toll (HOT) or the 64, 66, 95, 395, and 495 Express Lanes you must switch your flex transponder to the appropriate Mode, paying (HOV OFF) or not paying (HOV ON). This will depend on whether you have the appropriate number of people in the vehicle before starting your trip.

For paying/HOV mode, simply move the switch to select "HOV ON”, you should hear a beep when you do this.

For toll-paying/HOV OFF mode, simply move the switch to select "HOV OFF."

When you open a prepaid account, you receive a small electronic transponder that attaches to the windshield inside your car. Within the transponder is a battery-powered electronic chip encoded with a unique identification code. When you travel through an E-ZPass toll facility, an antenna at the toll plaza reads the information contained in your transponder. The appropriate toll is electronically debited from your prepaid E-ZPass account.

The Virginia Department of Transportation runs the program in Virginia.

You can use your E-ZPass transponder on all toll roads with specially marked "E-ZPass" lanes. This currently includes roads in Delaware, Illinois, Indiana, Maine, Maryland, Massachusetts, New Hampshire, New Jersey, New York, Ohio, Pennsylvania, Rhode Island, Virginia, West Virginia, North Carolina, Kentucky, Florida and Minnesota.

All Virginia toll roads accept out-of-state E-ZPass.

Where E-ZPass Can Be Used

In order to open an E-ZPass account online or at a Service Center, you need to pre-pay a minimum of $35 in tolls for each transponder you request.

Both Flex and Standard E-ZPass transponders are also available in select Northern Virginia retail stores as E-ZPass On-the-Go Kits. The cost of these transponders includes an up-front cost of $35 which includes $15 of prepaid toll balance for immediate use in Virginia plus an additional $20 prepaid toll balance after the transponder is registered to an account.

Retail transponders can be used immediately in Virginia but should be registered as soon as possible to enable use out-of-state and to claim the full balance. Once a transponder is registered it can take up to 48 hours for the remaining funds to be available outside of Virginia.

Note that the transponders remain the property of the Virginia Department of Transportation and must be returned to the Service Center when the account is closed or the customer will be liable for the lost/stolen fee of $10 for a standard transponder and $20 for a Flex transponder.

If you drive the toll roads frequently, we recommend that you contact us or log into your account to increase your Replenishment threshold (low balance) level and replenishment amount to accommodate your average monthly toll usage.

Yes. The Virginia Department of Transportation is committed to protecting your privacy and the security of your account. Please refer to our Privacy Policy and Web Policy statements.

Yes. Discounts on tolls are available through some toll facilities.

Not all Virginia toll facilities accept cash at their toll lanes. Visit the E-ZPass website’s Toll Roads page to determine if cash is accepted on the toll road you are traveling. If you are traveling through a toll facility that accepts cash payment and you want to use cash at the tollbooth, the transponder must be removed from your vehicle, wrapped in the original Mylar bag, or wrapped completely in aluminum foil. Otherwise, the toll could be deducted from your E-ZPass account.

In Virginia, there are more than 3,000,000 active E-ZPass transponders. There are approximately 20 million electronic toll transactions a month.

Yes. Business accounts are welcome but special rules apply. For assistance, call 1-877-762-7824 or contact your nearest Service Center.

A Personal E-ZPass account is for personally owned or leased cars, pickup trucks, vans, motorcycles, or RVs.

Business E-ZPass accounts are for those who prefer to hold their account in a business name and could include:

• Those who have vehicles with more than two axles
• Vehicles with greater than 7,000 lbs. maximum gross weight

A business can open an E-ZPass pre-paid toll account by submitting the E-ZPass Business Account Application online, by visiting your nearest Service Center, or by calling 1-877-762-7824. The name of the business and EIN (Employer Identification Number) is required. Please provide the names of two individuals who are authorized to manage the account and their telephone and email contact information. A credit card for initial payment is needed to open an account online. Each account with five or more transponders is required to select automatic replenishment as the replenishment option.

If you are a Virginia resident, you can open your E-ZPass account in any of these simple ways:

Personal Account Application or Business Account Application

• Apply online
• Call 1-877-762-7824
• Visit one of our Customer Service Centers or DMV partner locations
• Pick up a transponder at an E-ZPass On-the-Go retailer and register online or by phone. Find a list of retail stores here.

If you are a Virginia resident with permanent upper limb mobility impairment, click here for more information. In accordance with Section § 33.2-613 D of the Code of Virginia, you may be eligible for toll-free passage on Virginia toll roads.

Residents of other states should click on their state to apply to their home agency: Delaware, New Jersey, Illinois, New York, Indiana, North Carolina, Maine, Ohio, Maryland, Pennsylvania, Massachusetts, Rhode Island, New Hampshire, West Virginia, Kentucky and Florida.

You can open an E-ZPass account using cash, check or credit card. Personal and Business Accounts with five or more E-ZPass transponders must be set to automatically replenish. This requires a credit card or checking/savings bank routing and account number plus a credit card not linked to the same bank account as a secondary backup payment method.

Your transponder is sent out within two business days after contacting our Customer Service Center at 1-877-762-7824 or applying online to open an account or request an additional transponder. For same day service, pick up an On-the-Go transponder at a retail store or visit one of our Service Centers or partner DMV locations.

To order an additional transponder to be added to your existing E-ZPass account:

• Log into your account with your username and password
• Click on the Transponder tab and request the additional transponder
• Call 1-877-762-7824 or 1-800-828-1120 for TTY users
• Visit one of our Service Centers or partner DMV locations
• Visit one of our select retail locations to obtain an On-the-Go E-ZPass transponder and then register your new transponder to your already existing E-ZPass account.

Note: The replenishment amount and the low balance level are increased for each additional transponder added to your E-ZPass account.

Residents of Virginia with permanent upper limb mobility impairment, in accordance with Section § 33.2-613 D of the Code of Virginia may be eligible for toll free passage on Virginia toll roads. Qualifying residents with specially equipped vehicles may receive a restricted use non-revenue transponder for travel within the Commonwealth of Virginia.

Please print and complete the Non-Revenue Tag Application: Permanent Upper Limb Mobility Impairment application Parts I, II, and III. Fax or mail the form to the customer service center listed below to submit your application.

The application will be reviewed for completeness and all documents will be submitted to VDOT for approval. When approved, a non-revenue transponder will be issued for use in the vehicle specified in the application.

You must notify the Customer Service Center if there is any change to the information submitted in your original application.

For questions, please contact our Customer Service Center toll free at 877-762-7824, 7 a.m. - 7 p.m, Monday through Friday.

E-ZPass Customer Service Center
P.O. Box 1234
Clifton Forge, VA 24422-1234

Phone: 877-762-7824
Fax: 540-302-4773

Hours : Monday-Friday 7 a.m. – 7 p.m.

You can use your OTG transponder immediately in Virginia but will need to register at least 48 hours before using it out-of-state.  Note, in Virginia, prior to registering your transponder you will only be able to access part of your account balance. After your transponder is registered, you will have access to whatever funds are left.

The easiest way to maintain funds in your E-ZPass account is to choose automatic replenishment. When your account balance reaches the low balance level, your replenishment form of payment will be charged for the replenishment amount and the funds will be posted to your account and added to your available balance. Payment options include credit/debit card or checking/savings account electronic funds transfer via ACH and a credit card.  Please note your credit card or bank account must be up to date for the replenishment to be successful.

If you choose manual replenishment, you can add funds to your account by logging in to your account and making a payment from the website. You will need to establish a username and password. You can also call our toll-free automated line, 1-877-762-7824, to make a credit card payment. You will need both your account number and your PIN number to use this automated phone system. You can also make a payment in person at our Service Center locations, partner DMVs, mail payments to the Service Center.

E-ZPass payment examples:

If you have one E-ZPass transponder, you will owe a replenishment amount of your average monthly tolls, or minimum of $35 (whichever is greater) when your account's available balance reaches your low balance level.

If you have three E-ZPass transponders, you will owe a minimum replenishment amount of your average monthly tolls, or minimum of $105 (whichever is greater) when your account's available balance reaches your low balance level.

If you have chosen automatic replenishment, your replenishment amount will be periodically recalculated to ensure you need to replenish approximately only once per month. Your low balance amount will be periodically assessed to ensure you have at least three days of tolls to ensure coverage in the event that there are problems with your replenishment.

Automatic replenishment is the most convenient way to maintain funds in your account. When you reach your low balance, your selected method of payment is charged automatically to replenish your account. Automatic replenishment eliminates the need to constantly monitor your account balance and spend time authorizing replenishment payments. It saves you time and helps eliminate the possibility of toll violations because of a low or zero account balance. Note that your card and expiration dates must be valid for this process to be successful.

• Log in to your account with your username and password. Then click Payment from the account menu. Select Update Payment Method.
• Call the Customer Service Center at 1-877-762-7824
• Visiting any of our walk-in centers or DMV partner locations

Each transponder comes with adhesive mounting strips and easy-to-follow instructions. For your transponder to work consistently, it must be mounted properly, so follow the instructions carefully.

• Instructions for mounting to windshield
• Instructions for mounting to license plate

If you believe you have your E-ZPass mounted correctly but it is not reading in the toll lanes, please contact customer service at 877-762-7824 or visit one of our Service Centers to troubleshoot the issue.

• Go to the On-the-Go registration page
• Call the Customer Service Center at 1-877-762-7824
• Visit any of our walk-in centers or DMV partner locations

NOTE: You will need the transponder number on the front and the code on the back of the transponder to register.

The replenishment amount and the replenishment threshold (low balance) levels are increased for each additional transponder added to your E-ZPass account.

To register your transponder you will need:

• The transponder number located on the front of the transponder
• The alpha-numeric code located on the back of your transponder
• Driver's license
• The license plate and vehicle information for the vehicle using your E-ZPass
• Payment information to add to your account and/or set up automatic replenishment

Note that you can either register your On-the-Go transponder to your already existing E-ZPass account or you can open a new account and register it there.

Yes. To ensure seamless use of the E-ZPass transponders in any of your vehicles, you should include the license plate number, state of registration, vehicle type, vehicle make, model, year and color of all your vehicles. You can make changes by logging in to your account, emailing your vehicle changes to customerservice@ezpassva.com including your account information, or contacting our Customer Service Center at 1-877-762-7824.

Note: The accuracy of the license plate information is critical. It is very important to keep that information up-to-date and accurate on your E-ZPass account.

It is important to keep your E-ZPass account information current. Simply login with your username and password on the E-ZPass website to make any changes to your address, vehicle information, or to update your credit card. You may also call 1-877-762-7824 to make these changes through our automated phone system or to speak to a customer service representative. You will be asked for your E-ZPass account number and four-digit PIN number.

After dialing 1-877-762-7824, you will be prompted to enter your E-ZPass account number and four-digit PIN number. The automated phone system then allows you to:

• Check your available balance
• Check recent transactions
• Make a payment to your account

Update your credit card number information

Call 1-877-762-7824 and have your personal information ready to give to a customer service representative.

No. Regardless of which of your transponders you use, each E-ZPass toll transaction is deducted from your available balance, similar to how it works with cell phone accounts with prepaid phone minutes. All transponders on the account draw from the same available balance.

E-ZPass statement options are available to help you track your expenses. Monthly and quarterly summary statements are available online free of charge. Mailed statements are also available starting at $2 per month.

You can also view your transaction history online by logging in to your account.

No. Since E-ZPass is designed to speed up the toll process, receipts will not be available at the lane when using E-ZPass. If you need details of your toll transactions, you can either log into your account online, or elect to receive detailed monthly statements, starting at $2 per month.

Some few reasons why your transponder may not be working properly are:

• Your account is out of funds
• Your transponder's battery is running low
• Your transponder is improperly mounted
• Your transponder has not yet been activated at the lane
• A recent payment has not yet been received by the lane
• It can take up to 24 hours for new accounts, payments, and new transponders to be activated and detected at Virginia toll plazas, and up to 48 hours in out-of-state lanes.

Please contact a Service Center for help troubleshooting.

Mail your transponder to: E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234 or bring it to a Service Center location. Dedicated E-ZPass Service Centers in Norfolk and Portsmouth have a drop box for your convenience after hours. If you choose to mail your transponder, please wrap the transponder in foil or insert it in the original Mylar bag and enclose a note requesting a replacement. In case of loss, a $10 charge will apply for standard transponders and a $20 charge will apply for Flex transponders.

In addition to these options, some DMV locations will accept transponders for return or exchange during the business hours listed on the website.

Yes. You can switch the transponder from one vehicle to another as long as you use it on a vehicle of the same vehicle classification/type. Contact the Service Center at 1-877-762-7824 to request additional mounting strips so that you can move your E-ZPass transponder between vehicles.

When you return your transponder to us, we will either re-issue it to another customer, or send it back to the manufacturer. If it is lost, painted, marked permanently or damaged, we cannot re-issue it and the manufacturer will not take it back. Therefore, we must collect the $10 or $20 lost/stolen fee.

You can request to close your account on the E-ZPass website by logging in with your username and password and then clicking on the Close Account tab.

Mail your transponder(s) to E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234 or bring it to a Service Center location. If you choose to mail your transponder, please request a no-cost tracking number, wrap the transponder in aluminum foil or insert it in the original Mylar bag and enclose a note requesting to close your account. In case of loss, a $10 charge will apply for Standard transponders and a $20 charge will apply for Flex transponders. Please note that it is very important that you include your updated address in the note you send us to ensure that we update your records and send any remaining funds to your correct address.

If you have lost your transponder and would like to close your account, provide a credit card number to pay the lost transponder fee. When all transponders on your account are returned or inactive, your account will be closed and a refund of any remaining funds will be processed within 30 days of your request to close your account.

In addition to these options, some DMV locations will accept transponders for return during the business hours listed on the website.

If you haven't used your E-ZPass account to pay for a toll in the last 12 months you will receive an inactive account notice. If you want to keep your account open, contact E-ZPass by email or phone.

We use this process to return unused funds to customers who no longer need their account and collect unneeded transponders that belong to the Commonwealth. Please respond to an inactive account notice within 30 days. Failure to respond to the notice may result in account deactivation and initiate the automated closure process.

Yes. The E-ZPass provided for motorcycles is identical to the ones provided for passenger vehicles.  However, it is electronically coded specifically for motorcycle use.  For best performance, the transponder should be installed according to the mounting instructions provided in the packaging.  Not following recommended mounting instructions could result in inconsistent transponder reads. Please call 1-877-762-7824 for additional information and assistance.

You can switch the transponder from one vehicle to another as long as you use it on a vehicle of the same classification/type. If you tow a trailer or a boat, your vehicle type will change and you will need a different transponder programed with the correct classification/type of your vehicle.

There are several ways to exchange your standard transponder for a Flex transponder. To request an exchange:

• Log into your account and select the Transponder tab
• Call the Service Center at 1-877-762-7824
• Visit a Service Center

When you receive your Flex transponder, you must then mail your standard transponder to: E-ZPass Service Center, PO Box 1234, Clifton Forge, VA 24422-1234. You may also drop off your standard transponder at one of our Service Centers. Each Service Center has an after-hours drop box for your convenience. If you choose to mail your transponder, please wrap the transponder in foil or insert it in the original Mylar bag. If your transponder is lost or not received, a $10 charge will be applied to your account to cover the cost of the standard transponder.

Please Note: Due to the higher cost of the Flex transponder, users who have not used their Flex transponder for HOV transactions on Express Lanes for a period of twelve months may be asked to exchange their Flex transponder for a standard transponder.

You will need a Flex transponder only if you plan to travel with 2 or more people in the car on the 64 Express Lanes (Hampton Roads), or with 3 or more people in the car on the 95, 395, and 495 Express Lanes, 66 Outside the Beltway, and 66 Inside the Beltway. Due to the higher cost of the Flex transponder, users who have not used their Flex transponder for HOV transactions on these facilities for any prior twelve-month period may be asked to exchange their Flex transponder for a standard transponder.

Light notifications differ by Toll Facility, but the following are some general descriptions:

Red, blue or white: A red, blue or white light indicates an unpaid toll. If you are in a cash lane, stop and pay the toll. If you are not in a cash lane, for safety reasons, DO NOT stop in the lane. These lights signal that your account is out of funds or there may be something wrong with your transponder or the way it is mounted. Contact the Customer Service Center for assistance.

Yellow: This signals that your account has reached the low balance level and needs to be replenished. If you see this light for more than two consecutive days, contact the Customer Service Center. Please note that if enough toll transactions post to your account simultaneously, you may go directly from seeing a green light to seeing a red, blue or white light. Also note that the yellow light is only available at some toll locations.

Green: Proceed. Your account balance is above the low balance level.

The posted speed limits are set to ensure the safety of the toll collectors and the drivers. Toll plazas are very busy places and safety is a major concern.

A trip out-of-state or a change in your driving pattern may have an impact on your E-ZPass account. And if your account is not properly funded at least 48 hours prior to your travel starting, you may be impacted with violations and additional fees.  Please contact the Service Center to check your available balance to be sure you have adequate funds for your tolls. You may also want to make a payment to cover all your anticipated usage and adjust your replenishment amount and low balance level.

It can take up to 24 hours for new accounts, payments, and new transponders to be activated and detected at Virginia toll plazas, and up to 48 hours out-of-state. We recommend you make changes to your account several days in advance of your trip.

DRIVE SMART Virginia is a 501(c)(3) non-profit dedicated to raising traffic safety awareness among all road users in order to save lives and reduce injuries on the roadways of Virginia. Their mission is advanced by fostering community partnerships, offering interactive simulator programs, giving workplace and school presentations, attending outreach events, advocating for traffic safety initiatives, and conducting an annual Distracted Driving Summit. DRIVE SMART Virginia also creates, designs, and distributes educational campaigns and materials.

You can donate when making a one-time online payment to your account or every time your account auto replenishes by credit card. For a one-time payment, select the option on the Payment page in your account, enter the amount of the donation and click "Add". To add an automatic donation every time your account replenishes (reaches low balance) visit the Payments page and select Donations.

Yes. DRIVE SMART Virginia exists solely to serve the citizens of the Commonwealth. The DRIVE SMART Virginia team travels from Wise to Reedville and Fairfax to South Hill to deliver our important programs.

DRIVE SMART Virginia is a 501(c)(3) non-profit and 100% of your donation is deductible. You will receive an email receipt for each donation amount.

Recurring donations can be cancelled at any time by visiting the Payments page in your account.

In order to cover costs and ensure that no taxpayer or toll dollars are used to fund this initiative, VDOT collects a small administrative fee from the donation amount. 100% of all funds distributed to DRIVE SMART Virginia are used to provide direct services.