The Official Website of The Massachusetts Department of Transportation - Highway Division
 

Frequently Asked Questions

Home > Traffic & Travel Resources > E-ZPass MA Program > Frequently Asked Questions
 

E-ZPass MA Program

 Basics

  1. How do I contact Customer Service ?
  2. Where can I use the E-ZPass transponder?
  3. How do I join?
  4. Where are the Customer Service Centers located?
  5. How much does it cost to join?
  6. How many transponders can I have on one account?
  7. Can I add a rental vehicle to my account?
  8. Are there any special requirements for listing a leased vehicle on my account?
  9. How do I contact the Commercial department?
  10. What do the traffic lights in the lane represent and how do I know my transaction was successful?
  11. How long does it take for an account payment or change to be available when traveling out of state?
  12. Can I list a commercial license plate on my private account?

Transponders

  1. How do I install my transponder for the most accurate toll read?
  2. May I use / move my transponder from one vehicle to another vehicle?
  3. How do I obtain an additional transponder?
  4. How do I replace my non-working transponder?
  5. How do I request additional fastener strips?
  6. Can I use the transponder I received for my car to tow a trailer?
  7. What do I do with the transponder if my vehicle is being transported?
  8. Can I use the transponder on a motorcycle?
  9. Where do I mount the transponder on a motorcycle?
  10. I no longer have one of my vehicles. What do I do with the transponder I had in that vehicle?

Statements/Account Information

  1. I do not remember my Account Number, PIN or Password for online access, what do I do?
  2. Can I list a recreational vehicle on my private account?
  3. How do I update my vehicle Information online without my password?
  4. How do I change the credit card on my account?
  5. Why was my replenishment amount changed?
  6. I would like to close my account; will I receive a refund?
  7. What does the mileage shown on my statement represent and why is there no mileage shown for certain trips?
  8. What is the Commuter Tax Deduction, and how can I get my annual tax deductible toll payment amount?

On-line Account Information

  1. Can I view monthly statements and make payments to my account online?
  2. Why does the Web site require "cookies" when I log into my account?
  3. Can I view and pay my toll violations online?
  4. Why am I required to change my PIN to a password for access to my account online?
  5. I am having a problem changing from my PIN to a new Password. What do I do?

Violations/Charges

  1. I have lost my violation number, how can I pay the fine?
  2. I have been notified by the RMV that I have toll violations which will prevent me from renewing my license and/or registration. What should I do?
  3. I have received a toll violation notice and a $50 fine. What should I do?
  4. I have learned that I have E-ZPass MA violations, although I never received the notices. What should I do?  
  5. What is a V-Toll? How do I know I received a V-Toll, and how do I correct it?
  6. Why did I get charged for two identical trips (same dates and same time-seconds apart) on two of my transponders on my account?
  7. I am reviewing my transactions and I have found a charge/credit that does not seem correct, what should I do?

All Electronic Tolling

  1. What is All Electronic Tolling?
  2. Where is All Electronic Tolling in use?
  3. How will I know my toll has been paid?
  4. What will happen if I drive through without my E-ZPass transponder?
  5. How will I know if my account balance is low?

Special Programs

  1. I am currently a member of the Annual Resident Program and I am moving. What should I do?
  2. Does E-ZPass MA offer a Carpool Program?
  3. Does the Tobin Memorial Bridge offer a discount to E-ZPass users?
  4. I am currently a member of the Annual Resident Program. How often will I have to recertify?
  5. I currently have an Interchange 1-6 program account and want to replace my transponder, what should I do?

Gift Certificates

  1. What denominations are gift certificates available in?
  2. How can I obtain a gift certificate?
  3. Can I open the account and pick up the transponder for the recipient?
  4. Why do you need the phone number and/or address of the recipient?
  5. How can the person redeeming the gift certificate receive the transponder?
  6. Can a gift certificate be redeemed with a web application, a faxed application, or over the phone?
  7. Do gift certificates have an expiration date?
  1. How do I contact E-ZPass MA Customer Service?
    Phone:1-877-627-7745, TTD/TTY: 1-508-721-7974
    Telephone Hours of Operation:
    Monday - Friday 7:00 AM to 7:00 PM
    Saturday 8:00 AM to 2:00 PM
    Sunday 9:00 AM to 2:00 PM

    Violations (Option 2) and Commercial (Option 3, followed by option 7) Departments are available Monday - Friday, 8 AM - 5 PM

    Or visit one of our walk in Customer Service Centers.
  2. Where can I use the Transponder?
    Your transponder can be used in Massachusetts and on these E-ZPass equipped toll facilities (map of states where transponder can be used):

    Massachusetts Department of Transportation: The Massachusetts Turnpike I-90, the Sumner and Ted Williams Tunnels and the Tobin Memorial Bridge.
    MBTA/Amtrak Parking Garage: (E-ZPass MA transponders only)

    Buffalo and Fort Erie Public Bridge Authority: The Peace Bridge.
    Burlington County Bridge Commission:
    The Burlington-Bristol and Tacony-Palmyra bridges.
    Delaware Department of Transportation: Interstate 95 and State Route 1.
    Delaware River Joint Toll Bridge Commission:
    Milford-Montague, Delaware Water Gap, Portland-Columbia, Easton-Philipsburg, I-78, New Hope-Lambertville and Morrisville-Trenton Bridges.
    Delaware River Port Authority: The Commodore Barry, Walt Whitman, Ben Franklin and Betsy Ross Bridges.
    Delaware River and Bay Authority: The Delaware Memorial Bridge.
    Illinois State Toll Highway Authority: Jane Addams Memorial Tollway, Tri-State Tollway, Reagan Memorial Tollway, Veterans Memorial Tollway and the Chicago Skyway Bridge.
    Indiana: The Indiana Toll Road.
    Maine Turnpike Authority:
    The Maine Turnpike
    Maryland Transportation Authority: The Francis Scott Key , William Preston Lane Jr. Memorial (Bay), Harry W. Nice Memorial and Thomas J. Hatem Memorial Bridges, John F. Kennedy Memorial Highway, Intercounty Connector, Baltimore Harbor and Fort McHenry Tunnels.
    Metropolitan Transit Authority Bridges and Tunnels: The Bronx-Whitestone, Cross Bay Veterans Memorial, Henry Hudson, Marine Parkway-Gil Hodges Memorial, Throgs Neck, Robert F. Kennedy and Verrazano-Narrows Bridges and the Hugh L. Carey (formerly Brooklyn-Battery), and Queens Midtown Tunnels.
    New Hampshire Department of Transportation-Bureau of Turnpikes: The Blue Star Turnpike (I-95) and Spaulding Turnpike which are collectively referred to as the Eastern Turnpike and F. E. Everett Turnpike also known as the Central Turnpike.
    New Jersey Turnpike Authority: The New Jersey Turnpike and Garden State Parkway.
    New York State Thruway Authority: The Entire Thruway including the New Rochelle Barrier, Yonkers Barrier, Tappan Zee Bridge, Spring Valley (commercial vehicles only), Harriman Barrier and Grand Island Bridge.
    New York State Bridge Authority: The Bear Mountain, Newburgh-Beacon, Mid-Hudson, Kingston-Rhinecliff and Rip Van Winkle Bridges.
    North Carolina: The Triangle Expressway.
    Ohio Turnpike Commission: The James W. Shocknessy Ohio Turnpike.
    Pennsylvania Turnpike Commission:
    The Pennsylvania Turnpike.
    Port Authority of New York & New Jersey: The Bayonne, George Washington and Goethals Bridges, Holland and Lincoln Tunnels and Outerbridge Crossing.
    Rhode Island Turnpike and Bridge Authority: The Claiborne Pell Bridge (Formerly the Newport Bridge) and Mount Hope Bridge.
    South Jersey Transportation Authority: The Atlantic City Expressway.
    Virginia Department of Transportation: Dulles Toll Road, Dulles Greenway, Chesapeake Expressway and Bay Bridge Tunnel, Powhite Parkway Extension, RMA Expressway System, 495 Express Lanes, Pocahontas Parkway, Elizabeth River Crossings. The Boulevard, George P. Coleman and South Norfolk Jordan Bridges.
    West Virginia Parkways Authority: The West Virginia Turnpike.

    Important: When you open your account, you must wait 3 days before using your new transponder to travel on E-ZPass equipped toll facilities outside of Massachusetts. 
  3. How do I join?
    There are several ways individuals can become members of the program:
  4. Where are the Customer Service Centers located?
    We currently have five (5) walk in Customer Service Centers which are located in Auburn, Natick, East Boston, Saugus and Haymarket Center Boston. The service center in Auburn is located at 27 Midstate Drive. The service center in Natick is located at the Natick Service Plaza, Mile Marker 117 on the Massachusetts Turnpike, just past Exit 13, Eastbound. The service center in East Boston is located at the Tunnel Administrative Building, 145 Havre Street. The service center in Saugus is located at 1201 Broadway inside the Square One Mall. The service center at Haymarket Center is located at 136 Blackstone Street, Boston.

    Back to top
  5. How much does it cost to join?
    Please see the Fee Schedule.

    NOTE: If you own or operate a Commercial vehicle, the opening balance is $50.00 (if no bond is required).
  6. How many transponders can I have on one account?
    If you are applying for a private account you can have a maximum of 4 transponders on an account. If you are applying for a commercial account please call Customer Service and select option 3, followed by option 7 to speak with a commercial customer service representative..
  7. Can I add a rental vehicle to my account?
    If you are planning on using a rental vehicle you should add it to your account prior to using the rental vehicle. You can update your account on-line or call customer service. The rental vehicle should be removed from your account 48 hrs after you have returned the rental vehicle. It is recommended that you check with the rental agency about their policy for using your transponder in their vehicle. 
  8. Are there any special requirements for listing a leased vehicle on my account?
    If any vehicle listed on your account is a leased vehicle, you should contact the Violations Processing Center at least once a year to ensure that there are no outstanding violations on the license plate. Per Massachusetts law, all violations are sent directly to the vehicle's registered owner, the leasing company. If your vehicle receives a violation and the leasing company does not follow through with you, the violation can cause your registration to become marked for non-renewal at the RMV. In addition, you should always contact the Violations Processing Center within ten days of seeing any yellow "call E-ZPass" lights to be certain that violations were not issued.

    Back to top
  9. How do I contact the Commercial Department?
    In order to contact the Commercial department, please call Customer Service and select option 3, followed by option 7 to speak with a commercial customer service representative. The Commercial department hours of operation are Monday thru Friday from 8:00am to 5:00pm.
  10. What do the traffic lights in the lane represent and how do I know my transaction was successful?
    The traffic light provides important information about your electronic toll transaction, your account status and potential violations. When you enter a lane you will see a traffic light which is usually located on the left hand side (driver's side) of the lane. The traffic light will provide you with one of three messages: (1) Top Yellow Light "Call E-ZPass'', (2) Middle Yellow Light "Low Bal'' or (3) Bottom Green Light "Thank You''. If you receive a green light this means that your transaction was properly recorded. However, if you receive a Yellow Light you need to respond promptly to the message provided.

    TOP YELLOW "CALL E-ZPass" LIGHT
    If you receive the TOP yellow light it indicates the following:

    You may have been recorded as a violator and you are required to contact Customer Service in the state where you opened your account to determine why your transaction was not recorded. You should not use any E-ZPass lane until you have contacted the Customer Service Center and verified that your account is in good standing and that your transponder is working properly. If you disregard the Top Yellow "CALL E-ZPass" Light and continue to use your transponder you may be issued a violation. A violation in Massachusetts results in a $50.00 fine per occurrence.

    MIDDLE YELLOW "LOW BAL" LIGHT
    If you receive the MIDDLE yellow light it indicates the following:

    If you chose the manual replenishment method for paying your tolls, you are being notified that you have a low balance and that you should replenish your account before it falls to an insufficient amount. Otherwise you will be issued a violation, which will result in a $50.00 fine per occurrence in Massachusetts. If you chose an automatic replenishment method (e.g., credit/debit card or bank account) to pay your tolls, your account should be automatically replenished that evening. If you continue to get the "LOW BAL" light call Customer Service.

    BOTTOM GREEN "THANK YOU" LIGHT
    If you receive the BOTTOM green light it indicates the following:

    Your electronic toll transaction has been successfully completed. Thank You for using E-ZPass.

    THE SPEED LIMIT IN ALL E-ZPass MA LANES IS FIFTEEN (15) M.P.H.
    YOU ARE REQUIRED TO OBEY THE POSTED SPEED LIMIT.

    Back to top
  11. How long does it take for an account payment or change to be available when traveling out of state?
    It takes at least three (3) business days for any account payments or changes to be available when traveling out of state. Please check your account balance at least three (3) days in advance of traveling out of state. This will ensure your account balance amount is sufficient to cover your anticipated E-ZPass toll activity. This applies to all account replenishment methods. 
  12. Can I list a commercial license plate on my private account?
    A private account can only contain a non-commercial vehicle license plate. If you need to set up a commercial account, please call Customer Service and select option 3, followed by option 7 and a commercial customer service representative will be happy to assist you.
  13. How do I install my transponder for the most accurate toll read?
    For the most accurate toll read, your interior transponder must be mounted to your front windshield, just to the right of the arm holding your rear view mirror, and below any tinting. Make sure the arrows on the transponder are pointing upward. Simply peel back the plastic film on the fastener strips and affix the transponder to your clean, dry windshield.  

    Holding your transponder while traveling through an E-ZPass lane could prevent the transponder from recording the transaction properly. This could lead to a video toll known as a V-Toll and additional V-Toll Administrative Fees or a Violation(s) if your license plate is not listed in your E-ZPass MA account.

  14. May I use / move my transponder from one vehicle to another vehicle?
    Yes, the transponder may be used in another vehicle provided both of the following conditions are met:
    • All vehicle license plate numbers in which you intend to use your transponder must be listed on your account.
    • All vehicles which you use your transponder must be of the same class. For example, if you registered your transponder with a 2-axle, 4 tire vehicle with non-commercial license plates, you may only use that transponder with other 2-axle, 4 tire vehicles with non-commercial license plates listed on your account.
    NOTE: Commercial license plates, including dealer plates, are not permitted on individual accounts.

    Back to top
  15. How do I obtain an additional transponder?
    You may download and print the Additional Transponder Request form or call to have a customer service representative assist you. If you download the form, you may choose to bring the completed form to one of our walk in Customer Service Centers, mail the form to 27 Midstate Drive, Auburn, Massachusetts 01501, or fax the form to 508-786-5222.
  16. How do I replace my non-working transponder?
    Transponders can be replaced by returning them to an E-ZPass MA Customer Service Center and asking for a replacement. If the transponder is found to be damaged or defaced you may be required to pay a fee for a replacement transponder.
  17. How do I request additional fastener strips?
    You can call or visit one of the Customer Service Centers during our normal business hours. A Customer Service Representative will assist you with the fastener strip request and ensure your account information is accurate.

    If you are requesting fastener strips because you have changed vehicles it’s important that you update your account information to avoid violations. You can update your vehicle information:
    Online - log into the E-ZPass MA Account Manager (your Account number and Password are required)
    By Phone - call the Customer Service Center (please have your Account number and 4 digit security PIN available)
    In Person - Visit one of our five (5) walk in Customer Service Centers

    After your vehicle information has been updated, your fastener strip request can be fulfilled.

    Reminder: Your vehicle information listed on your account must be current in order to avoid violations.
  18. Can I use the transponder I received for my car to tow a trailer?
    You may use the transponder from your passenger vehicle to tow a trailer providing that you list the trailer plate number on your account. E-ZPass MA lanes will automatically count the number of axles and charge your account accordingly. Outside of Massachusetts, you will need to go through a multi-mode lane (one that accepts both cash and E-ZPass) in order for the toll attendant to reclassify your tag for that toll transaction. You may also request a second transponder programmed for the total number of axles for towing a trailer. Remember to keep one of the transponders in a foil pouch to prevent both from reading when you have both of the transponders with you.

  19. What do I do with the transponder if my vehicle is being transported?
    You are required to remove the transponder from your vehicle to prevent it from reading. If you have advanced notification of the transport you may call Customer Service and request a foil shielding bag to place your transponder in or wrap it in household aluminum foil to prevent it from reading. You will be responsible for any tolls charged to your account during transport.
  20. Can I use the transponder on a motorcycle?
    Yes. Please be sure to follow the posted speed limit and drive through the center of the lane.
  21. Where do I mount the transponder on a motorcycle?
    The transponder can be mounted on the windshield. If the motorcycle has no windshield it can be placed in a shirt or jacket pocket.
  22. I no longer have one of my vehicles. What do I do with the transponder I had in that vehicle?
    You should call the Customer Service Center at 1-877-627-7745 and remove the vehicle from your account. If you no longer need the transponder, please mail it back to the address on the transponder (be sure to mail it back in the foil bag it came in or wrap it in household aluminum foil) or drop it off at one of our five (5) walk in Customer Service Centers for proper disposal. If you would like to hold onto the transponder to use it in a vehicle in the future, please call Customer Service to have the transponder inactivated until you are ready to use it again. There is no fee for inactivating or activating a transponder. Note: If the returned transponder is found to be damaged or defaced you may be required to pay a fee for the transponder.
  23. I do not remember my Account Number, PIN or Password for online access, what do I do?
    Account Number:
    Your account number is located on the Patron Account Information Report which you received when you opened your account. It can also be found on monthly statements or other correspondence you may have received from the Customer Service Center. If you need assistance to obtain your account number, please call the Customer Service Center.

    To Retrieve Your PIN:
    You can request to have your PIN sent to your e-mail address on file. Customers who do not have an e-mail address on file must request a new PIN using the Account Information Changes form.

    To Reset Your Password:
    You can reset your Password online, instructions will be sent to your email address on file.

    Back to top
  24. Can I list a Recreational Vehicle on my private account?
    Yes. The transponder will be coded for the proper amount of axles and tires chosen. Remember to put additional monies on your account in order not to fall insufficient. Your low balance amount should be the equivalent of three days of toll usage.
  25. How do I update my Vehicle Information online without my Password?
    For security purposes, you will need your password and account number to be able to add or change your vehicle information online - some restrictions apply*. If you know your account number and have an e-mail address on file, you can reset your password online.

    We can also assist you with updating your vehicle information if you call or visit one of our Customer Service Centers . Please remember that you will need your 4 Digit Security PIN when speaking with a customer service representative.

    *NOTE: If you are a member of a special program (i.e. Tunnel Communities,Tobin Memorial Bridge or Carpool) you will be unable to update vehicle information online as you will need to provide a copy of your vehicle registration. Please call the Customer Service Center and a customer service representative will be happy to assist you.

    Back to top
  26. How do I change the credit card on my account?
    By Phone: If you know your account number and 4-digit Security PIN, you may change your credit card information on our automated telephone system by calling the  Customer Service Center.

    Online: If you know your account number and password you may change your credit card information online.

    If you do not know your account information, please call the Customer Service Center and one of our customer service representatives will assist you.

    You may also download a form to change your account information. Please write your account number or transponder number at the top of the form and be sure to sign the bottom of the form for authorization. You may fax the form to 508-786-5222 or mail it to the Customer Service Center address located on the top of the form.
  27. Why was my replenishment amount changed?
    Based on the ETC Terms and Conditions you agreed upon when joining the program, MassDOT may periodically review the activity in your account and adjust your replenishment amount to more accurately reflect the average monthly costs incurred by you. If you have any questions concerning your replenishment amount, please call Customer Service.
  28. I would like to close my account; will I receive a refund?
    You may close your account by returning the transponder(s) along with the completed close account form to the mailing address on the close account form or at one of the five (5) walk-in Customer Service Centers. If returning the transponder(s) by mail, it is recommended that you place the transponder(s) in the foil pouch that was provided when you received the transponder(s), if the foil pouch is not available you may also wrap in household aluminum foil prior to mailing. Upon all outstanding charges being paid in full, (i.e. outstanding toll activity) any remaining account balance will be refunded to the credit/debit card provided on the account. If no credit/debit card was provided a refund check will be mailed to the address on the account.

    Back to top
  29. What does the mileage shown on my statement represent and why is there no mileage shown for certain trips?
    Mileage is provided on the statement to assist you in applying for the Department of Revenue's Turnpike Fuels Excise Refund Program. The mileage shown is between toll points on the Turnpike. Your actual mileage may vary if you traveled beyond a toll before exiting the Turnpike; please refer to the Toll Calculator to determine your full mileage.

    The mileage shown for travel in the tunnels is "0", because this mileage is excluded from the program by the DOR. In addition, mileage cannot be determined for V-Toll transactions.
  30. What is the Commuter Tax Deduction, and how can I get my annual E-ZPass MA tax deductible toll payment amount?
    The Massachusetts Legislature has enacted a personal income tax deduction for certain commuter expenses, including electronic toll payments. This law was originally passed for the 2004 tax year; it has now been passed as an annual deduction beginning in tax year 2006.

    The annual tax deductible toll payment amount will be available on-line after January 31st each year by logging into your account. If you need your toll payment amount earlier than this, please review your monthly statements.

    If you cannot log into your account, or have closed your account, please call after January 31st and a customer service representative will assist you.

    If you have other questions concerning the Tax Deduction, including tax form instructions, restrictions and recordkeeping requirements, please visit the Massachusetts Department of Revenue Web site or call the DOR Customer Service Bureau at 1-800-392-6089.

    Back to top
  31. Can I view monthly statements and make payments to my account online?
    You can view account transactions by logging into the Account Manager. Online payments to your account are not currently available. If you require additional assistance please contact E-ZPass MA Customer Service.
  32. Why does the Web site require "cookies" when I log into my account?
    In order to provide you with better service and enhanced security within the Account area, we send a "Session Cookie" to your Web browser during the time you visit our site. The cookie is deleted from your computer when you exit your browser. The cookie contains information needed for the site to function properly. To manage your account through our Web site, we require that you enable cookies or at least "Session Cookies" in your browser.

    If you do not want to enable cookies for our site, you may get assistance with your Account by contacting Customer Service , Monday-Friday: 7:00AM - 7:00PM, Saturday and Sunday: 9:00AM - 2:00PM.

    Back to top
  33. Can I view and pay my toll violations online?
    Online payments are only available for customers who receive a MassDOT electronic toll violation for a non Massachusetts registration (what's this?) or a no cash toll violation (what's this?).
  34. Why am I required to change my PIN to a password for access to my account online?
    The security of your account is a priority at MassDOT. We have made improvements to the account login which will require you to create a password to use with your account number. The new password provides better protection for your account and addresses customer requests for a personalized and easy to remember password.

    Please note: Your PIN will still be required when you call or visit one of our Customer Service Centers. 
  35. I am having a problem changing from my PIN to a new Password. What do I do?
    If you have been unsuccessful at creating a new Password more than three times, you may be locked out of the process. Please wait thirty (30) minutes to allow the system to reset before attempting to create your Password.

    Passwords must contain at least eight (8) characters and must contain at least one (1) of each of the following:
    • Upper case letter (A-Z)
    • Lower case letter (a-z)
    • Number (0-9)
    • Special Character (~ ! # % ^ & *)

    Helpful tips:
    • Make sure “Caps Lock” is off
    • Make sure “Num Lock” (number lock) is on if using the number pad to the right of the keyboard
    • When using the special characters on the number keys, hold the “shift” button down while pressing the special character
    • Verify you are complying with the format requirements by writing or typing out your password before entering it

    If you are still having trouble, please check your Web browser to ensure you have the minimum accepted version or higher:
    • Microsoft Internet Explorer 7.0
    • Mozilla Firefox 2.0
    • Safari 3.2
    • Google Chrome 17

    Most browser versions can be found in the browser Menu toolbar, by selecting Help > About. For more detailed instructions please visit the following sites:

    Internet Explorer

    Mozilla Firefox


    Safari


    Google Chrome


  36. I have lost my violation number, how can I pay the fine?
    If you have lost your violation number for a vehicle that is registered in Massachusetts and was issued a Toll Violation Notice from the E-ZPass MA Violation Processing Center showing an image of your vehicle, contact E-ZPass/MA at 1-877-627-7745 and select option #2 then option #1.
  37. I have been notified by the RMV that I have toll violations which will prevent me from renewing my license and/or registration. What should I do?
    If you do not appeal or resolve a violation within 60 days, the appeal process will have expired per Massachusetts law and it will be flagged by the RMV.

    If you are an E-ZPass account holder, or a first time offender, you may fax a request to 508-786-5211 specifically asking to apply for the “Post Mark Courtesy Review” . Include your vehicle plate number, along with a recent and complete E-ZPass account statement or your account number, as well as the nature of the request for the review. Please wait 3 business days and then contact the Violations Processing Center (VPC) at 1-877-627-7745 for the resolution; due to the high volume the VPC will not initiate contact with you. If you are not an E-ZPass account holder, the post mark courtesy review cannot be offered and payment is due in full.

    If you would like to pay the violation fee, you may call 1-877-627-7745 to pay with a credit/debit card or send the payment to:
    E-ZPass MA Violation Processing Center
    P.O. Box 8001
    Auburn, MA 01501-8001
    Please include the license plate # or violation # on the check in the memo section.

    Back to top
  38. I have received a toll violation notice and a $50 fine. What should I do?
    If you are an E-ZPass MA account holder, please verify your account is in good standing and that all of your account information is correct and up to date, specifically your license plate information. You can do this by logging into the online Account Manager (account number and password are required) or by contacting the Customer Service Center and pressing option 3.

    If you are an E-ZPass account holder from an other state, please verify that your account information is correct and up to date with your E-ZPass Agency. The violation was likely issued due to a problem with the account on the date of your travel.

    You are then encouraged to appeal the violation notice by following ALL of the instructions on the appeal form that was included with the violation notice and returning the form before the due date indicated on the notice. Your appeal will be reviewed and you will be contacted within 60 days of our receipt of the appeal. Depending on the circumstances (the violations were not issued in error) your account will be charged the toll plus a $5 administrative fee to dismiss the fine and process the transaction. Your written appeal authorizes this action.

    First time offenders are encouraged to appeal and state "first offense" on the appeal form, this will be considered if there is no previous violation on record. The appeal may lead to the dismissal of the $50 fine and require you to pay only the toll plus a violation administrative fee. You will be billed for the amount due after your appeal has been accepted; please do not include any payment with your appeal.
  39. I have learned that I have E-ZPass MA violations, although I never received the notices. What should I do?
    Massachusetts Regulations require that we mail all violations to the registered owner of the vehicle at the address on record with the Massachusetts Registry of Motor Vehicles (RMV). These same regulations require that you update your address with the RMV whenever a change takes place. MassDOT cannot be held responsible for mailing violations to an address provided by the RMV which is not current. Please contact Customer Service for further assistance. 
  40. What is a V-Toll? How do I know I received a V-Toll, and how do I correct it?
    When a Video Toll (V-Toll) posts to an account (as indicated on your statement), it charges the account the maximum fare for that exit point. A V-Toll posted by license plate indicates that your transponder did not read as you passed through an E-ZPass lane. Once the license plate is verified with your account, a V-Toll will post, (you will be charged a non-refundable V-Toll fee of a $1.00 for every V-Toll after 2 per month). You should either bring your transponder to the nearest Customer Service Center to be tested or call Customer Service and select (option 3). Should the transponder be defective, it will be exchanged at no charge, providing the transponder is not damaged or defaced. A V-Toll posts by transponder number if your account was insufficient at the time of the toll transaction, but was replenished before the image was reviewed. You must notify the Customer Service Center within 60 days of the date of the disputed charge. Please forward a copy of your statement to the Customer Service Center via mail or fax. The address can be found on the top of the statement or you may fax your statement to 508-786-5222.
  41. Why did I get charged for two identical trips (same dates and same time-seconds apart) on two of my transponders on my account?
    If you have more than one transponder in your possession at the time of traveling through an E-ZPass lane, it is possible for both of the transponders to be read. You must enclose one of the transponders in the foil pouch provided to you when you purchased the transponder to prevent it from reading. You may request a toll adjustment(s) within 60 days of the date of the duplicate charge.

    Back to top
  42. I am reviewing my transactions and I have found a charge/credit that does not seem correct, what should I do?
    We recommend that you review your toll transactions on a regular basis. If you have any questions or comments regarding charges and/or credits, please call Customer Service. You may also Contact Us with any questions or comments.
  43. What is All Electronic Tolling?
    All Electronic Tolling (AET) is a form of toll collection that allows E-ZPass customers to travel through the AET toll zone at posted speed limits.
  44. Where is All Electronic Tolling in use?
    Effective July 21, 2014 only the Tobin Memorial Bridge will be All Electronic Tolling.
  45. How will I know my toll has been paid?
    The traffic light indicator will no longer be seen on the Tobin Memorial Bridge. Please use the on-line account manager to check for toll transactions.
  46. What will happen if I drive through without my E-ZPass transponder?
    If the license plate of the vehicle you are driving is listed on your account, the toll will be deducted from the account balance via a V-Toll, (you will be charged a non-refundable V-Toll fee of a $1.00 for every V-Toll after 2 per month). If the license plate is not listed on your account you will receive a PAY BY PLATE MA invoice for travel over the Tobin Memorial Bridge only. You may pay your Pay by Plate invoice on-line. Travel through other electronic toll lanes will generate a violation if the license plate in not listed on your account.
  47. How will I know if my account balance is low?
    The traffic light indicator will no longer be seen on the Tobin Memorial Bridge. Please use the on-line account manager to check for your toll transactions. If you travel through a lane with a traffic light indicator you will see the middle yellow "Low Bal" light.
  48. I am currently a member of the Annual Resident Program and I am moving. What should I do?
    If you are moving out of the eligible area of the Tunnel Communities or Tobin Memorial Bridge Resident Program and would like to continue using E-ZPass, you are required to notify Customer Service with your new address. Failure to adhere to the terms and conditions you agreed upon when joining the Resident Program can result in violations and fines.
  49. Does E-ZPass MA offer a Carpool Program?
    Yes. There are 8 zones to choose from based on your travel needs. For an additional fee you may add the Tunnels to your zone (providing the zone you select takes you to downtown Boston). There must be 3 or more occupants in the vehicle while you are using the transponder.

    To enroll, you must complete the Carpool Application, select the zone that best suits your needs, and bring it to one of our Customer Service Centers. All applications must be accompanied by a current Massachusetts registration certificate and lease agreement, if applicable, a valid Massachusetts driver's license and a valid credit card.

    Carpool accounts are required to renew annually.

    Back to top
  50. Does the Tobin Memorial Bridge offer a discount to E-ZPass users?
    Yes. The Tobin Memorial Bridge offers a resident discount program to eligible Chelsea and Charlestown residents who qualify for the program. As a resident of Chelsea or Charlestown, you may apply for a resident account at one of the following Customer Service Centers, 145 Havre St., East Boston, MA 02128, 1201 Broadway, Saugus, MA 01906, inside the Square One Mall or at Haymarket Center, 136 Blackstone St., Boston 02109, inside the RMV. You may also download an application and bring the application along with the required qualifying documents to the Customer Service Center in East Boston, Saugus or Haymarket Center, Boston.

    If you are an E-ZPass Individual account holder, you will receive a discount using the Tobin Memorial Bridge. The current cash toll amount is $3.00. As an Individual account holder, your charge will be $2.50. 
  51. I am currently a member of the Annual Resident Program. How often will I have to recertify?
    All participants in the Tunnel Communities Resident Program or the Tobin Memorial Bridge Resident Program need to re-qualify on an annual basis in order to remain in the program. Notices with instructions will be mailed out prior to the renewal date. Failure to re-qualify will result in the loss of privileges and/or fines. Go to Special Programs to see all the details of this program.
  52. I currently have an Interchange 1-6 program account and want to replace my transponder, what should I do?
    If you receive a "Call E-ZPass" light, please visit one of our Customer Service Centers or call 1-877-627-7745 and we will assist you at that time.

    Back to top
  53. What denominations are gift certificates available in?
    Gift certificates are available in two denominations, $30.00 or $50.00.Gift Certificates can be used to open a new account or apply to an existing account balance.
  54. How can I obtain a gift certificate?
    You can purchase a gift certificate at any of our Customer Service Centers, or you may call 1-877-627-7745 and pay with a credit card. The gift certificate will be mailed upon receipt of payment.
  55. Can I open the account and pick up the transponder for the recipient?
    No, the recipient needs to sign the E-ZPass MA application to demonstrate agreement with the terms and conditions of the ETC program.
  56. Why do you need the phone number and/or address of the recipient?
    We ask for the address and phone number of gift certificate recipients to protect against fraud and to ensure that we have contact information on file so we can address any concerns regarding the gift certificate.
  57. How can the person redeeming the gift certificate receive the transponder?
    If the recipient brings their gift certificate into one of our Customer Service Centers and completes the necessary paperwork, they will receive the transponder that day. In the event that we receive the gift certificate and application via the mail, we will be happy to process the application and mail the transponder to the recipient.
  58. Can a gift certificate be redeemed with a web application, a faxed application, or over the phone?
    To open the account we must receive the gift certificate in one of our Customer Service Centers or the gift certificate and application must be mailed. Gift certificates can be used to open a new account or supplement the balance of an existing account.
  59. Do gift certificates have an expiration date?
    Gift certificates can be redeemed for seven years after the issuance date on the of the gift certificate.
Translation Disabled  | Translation Support