A: Customer service is a priority at DeIDOT. E-ZPass electronic toll collection represents convenience for travelers. It eliminates the need for cash, tokens, or credit card-like swipe cards to change hands at a tollbooth. Smoother travel through toll lanes means less travel time.

A: The benefits are:

• Convenience for travelers: To complete a toll transaction, E-ZPass eliminates the need for payment to change hands at a tollbooth. Vehicle windows do not need to be opened to complete the toll transaction. The E-ZPass equipment in toll lanes reads transponders quickly, saving travel time.
• Lower tolls: Many vehicles using E-ZPass receive discounts at many toll facilities.
• Regular accounting statements: You receive an itemized monthly statement for the first month and quarterly (every three months) thereafter via the US mail or e-mail. If you desire, you have the option to continue receiving monthly statements for a fee of $1 for each month that you would not normally receive a statement ($8.00 per year). You can also view your transactions on the web free of charge.
• Usable throughout most of the Northeast U.S.: The same E-ZPass transponder pays tolls at a growing number of U.S. toll agencies. Delaware, New York, Massachusetts, Pennsylvania, Maryland, Virginia, West Virginia, New Hampshire, Illinois, Maine and New Jersey are among the states that presently use E-ZPass. More are in negotiations to institute this method of toll payment.

A: Electronic toll collection, referred to as "ETC," is a proven method of toll collection. Instead of transactions changing hands at a tollbooth, vehicles are equipped with a small electronic device, called a transponder, that transmits both vehicle and account information through a reader located in the toll lane that is equipped with the technology. Data is then processed and the appropriate toll is deducted from the customer's established prepaid account.

Toll agencies in the Northeast U.S. are working cooperatively to make the ETC process work conveniently for travelers throughout the Northeast U.S. Their organization is called the Interagency Group (IAG) and meets regularly to discuss issues and promote the ETC program.

A: Individual accounts can be established through several methods:

• Web site: Detailed information as well as applications are available online. You can also download and mail or fax the completed form to the DeIDOT Customer Service Center, or you can apply online by going to www.EZPassDE.com.
• Toll free number: Call the Delaware E-ZPass Service Center, available 24 hours a day, at 1-888-397-2773 to get information on establishing an account as well as completing an application over the phone.
• Mobile sign-up vans: Staffed mobile vans will be available at preset times and locations to provide customers with answers to their E-ZPass questions, as well as signing them up for E-ZPass.
• DeIDOT toll attendants: As customers pass through a toll plaza, they can obtain information on E-ZPass from any DeIDOT attendant at any DeIDOT tollbooth.

Commercial applications are available to download at www.EZPassDE.com and at all the walk-in centers. You may also call us and we will be happy to mail or fax one to you.

A: Individual applicants may request up to eight transponders on a single account. Commercial accounts have no limit to the number of transponder they may have on a single account. Each transponder requires a non-refundable $25 transponder fee.

A: As the E-ZPass program matures and continues to grow in popularity, the toll agencies are realizing the staggering cost of transponders and their replacement. There are many methods being used to recoup the investment in transponders. DelDOT has elected to charge this one-time fee while others charge monthly or annual fees.

A: Now that there is a Transponder Fee, deposits are no longer required. Any deposit(s) you paid was added to your prepaid toll account in the beginning of July 2004.

A: If your transponder is found to be defective within three (3) years of issuance, it will be replaced free of charge.

A: No, this fee is non-refundable. If you are closing your account, please return the transponder(s) so that DelDOT may dispose of it safely.

A: All transponders are tested before distribution. If you suspect your transponder is not functioning properly, please call the Delaware E-ZPass Service Center at 1-888-397-2773.

A: You should install the interior transponder on the inside of your vehicle's windshield near or behind your rearview using the provided fasteners. The E-ZPass Customer Guide gives complete details on how to mount both the interior and the bumper mount transponders. There are also instructions on the web site.

A: The transponder number is the eleven-digit number on the bottom left side of the label above the barcode. All Delaware E-ZPass transponders start with "019".

A: Yes, you may transfer a transponder between vehicles as long as they are of the same vehicle class. For example, a transponder from a pickup truck can be used on an SUV, but not on a tractor-trailer. There are penalties for using a transponder in a different vehicle class.

A: Yes. In this instance, the equipment in the lane identifies that your vehicle is pulling a trailer and charges you accordingly. However, if you think this will be a regular occurrence, you should call the Service Center and have them send you a transponder programmed for the vehicle classification you use most frequently. You should never use your transponder in a vehicle type other than the one you initially requested (i.e., car transponder in tractor-trailer).

A: Yes. You should not use your E-ZPass transponder:

• If you reported your transponder lost or stolen but later find it.
• If you have an insufficient toll balance in your account.
• If you use a different type of vehicle than noted on your account.

A: If your transponder is lost or stolen, report it immediately to the Customer Service Center at 1-888-EZPassDE (1-888-397-2773). The transponder is deactivated when you report it. You are not responsible for any charges incurred after you report a lost or stolen transponder. You are liable for toll charges incurred prior to notification. If you are still concerned about safeguarding your transponder, you may wish to take the E-ZPass transponder with you when it is not in use. The self-adhesive strips allow for easy removal and re-installation.

A: Some toll plazas have special lanes that only E-ZPass customers can use. These lanes are clearly marked by signs that say "E-ZPass Only." In Delaware these lanes have flashing yellow lights above the canopy.

A: The different toll facilities equip their lanes differently. Some equip all their lanes for E-ZPass use and some do not. Your best bet is to look for the dedicated E-ZPass lanes. These lanes will have signs saying "E-ZPass Only" and will provide you with non-stop passage through the toll plaza.

A: In the event that you enter a toll lane that is not equipped with E-ZPass, you are required to pay the full cash toll. Never back up in a toll lane unless instructed to do so by toll plaza personnel.

A: If the lane is staffed, pay the toll in cash. Otherwise, never stop or back up in the lane. It is dangerous both to you and to others. Proceed through the lane and call the Service Center at 1-888-EZPassDE (1-888-397-2773) as soon as possible. Always ensure that your transponder is properly mounted prior to beginning your trip.

A: When you proceed through the toll plazas equipped to handle E-ZPass transactions, the message sign just beyond the tollbooth gives you transaction feedback. This message varies based on the toll facility. In Delaware, the highway speed lanes give no feedback.

• "E-ZPass Thanx," "Go," or "Paid" message and/or a green light indicate your account has a sufficient toll balance, your transponder is properly installed, and the toll amount is deducted from your account.
• "Call Cust SVC Center" (in Delaware) or "Low Bal" and/or a yellow light indicate your account has a sufficient toll balance, your transponder is properly installed, and the toll amount is deducted from your account, but also indicate that your account balance is running low. You must replenish your account immediately or risk receiving a violation notice.
• "Invalid", "Call EZPass", or "Toll Due" and/or a red light indicate that there is a problem with either your account or the transponder. If this circumstance occurs, you must manually pay the toll. Do not use another E-ZPass lane until you have called the Delaware E-ZPass Service Center at 1-888-397-2773 to resolve the problem.

A: Call 1-888-EZPassDE (1-888-397-2773) to confirm your account balance, or check online at www.EZPassDE.com.

A: For safety reasons, obey the posted speed limit signs in the lane. Speeders may lose their privilege to use E-ZPass.

A: No. Your account statement serves as your receipt for all E-ZPass trips.

A: Your PIN Number is the 4 characters that you chose when you joined Delaware E-ZPass. Your PIN is masked so that even the E-ZPass customer service representatives can not see it. If you forget your PIN, we can change it for you after you provide us with enough information to establish your identity.

A: No, the initial prepaid toll amount of $25 applies to an account, which can include up to eight vehicles.

A: As a credit card customer, your account is automatically replenished whenever your account balance falls below $10 or your low balance amount whichever is greater. If you are a check or cash customer, you receive a "Call Customer Service Center" or "Low Bal" message in the toll lane when your account falls below 50% of your replenishment amount. You will not receive any feedback in the Highway speed E-ZPass Express Lanes. If you pay with check, mail your payment to the Service Center. In order to pay by cash, you must visit a Service Center.

A: Your toll usage is reviewed periodically. If your monthly activity is greater than your current replenishment amount, we increase the replenishment amount to a more appropriate level and notify you in writing.

A: You know when your account balance is low because you receive a "Call Customer Service Center" or "Low Bal" message at the toll plaza. If you are a cash or check paying customer, it is your responsibility to ensure your account is funded. If you are a credit card customer, you should not receive this message because you have an automatic replenishment feature. If you do receive this message, please call the Customer Service Center at 1-888-EZPassDE (1-888-397-2773). If you forgot to make a payment and you use E-ZPass when your account does not have sufficient funds to pay the toll, you are required to pay the full cash toll plus an administrative fee of up to $25. If you know your account is low and you have not made a payment, remove the transponder from your car or place it in the silver "no read" bag. Then, travel through a staffed toll lane and pay the toll attendant. Payment can be made by mail, in person, over the phone or via the web.

A: If you choose the credit card payment option with the automatic replenishment feature and you keep your account information up to date with the Service Center, you should never have this problem. Your account is automatically replenished when your balance reaches the $10 threshold. If you are a check or cash customer, you must pay the full cash toll at the tollbooth until you make a payment to your account. In addition, you must not use the "E-ZPass Only" lanes. Until you make a payment to your account, you should remove the transponder from your vehicle or place it in the silver "no read" bag that you received with your EZPass transponder kit. If you attempt to use your transponder when there is an insufficient toll balance in your account, you may be considered a violator if you do not pay the full cash toll. You may also be required to pay an administrative fee of up to $25. Before you can use your transponder again, you must make a payment to your account.

A: Call the Service Center at 1-888-EZPassDE (1-888-397-2773) or go online www.EZPassDE.com to change your address, payment method, or the vehicles assigned to your account.

A: First, call your credit card company to report the loss or theft. Then, call the Service Center at 1-888-EZPassDE (1-888-397-2773) and report the loss. Another credit card or method of payment is required until your new card is issued.

A: Call the Service Center at 1-888-EZPassDE (1-888-397-2773) or visit our website to update your credit card information.

A: Yes. You receive an itemized monthly statement for the first month and quarterly (every three months) thereafter via the U.S. mail or e-mail. If you desire, you have the option to continue receiving monthly statements for a fee of $1 for each month that you would not normally receive a statement ($8.00 per year). You can also view your transactions on the web free of charge.

A: Using the Delaware E-ZPass website, you can:

• Add or remove vehicles from your account
• Change your PIN
• Modify or replace the credit card(s) used for replenishment of your account
• Change your address and other contact information.
• Make a one-time payment with your credit card
• See which facilities accept E-ZPass for payment
• View the Terms and Conditions
• Request additional transponder(s)
• Report lost or stolen transponder(s)
• View your recent transaction history
• Send us an e-mail with a question or comment
• View the frequently asked questions
• Get the most up-to-date Delaware E-ZPass information
• Get directions to our main walk-in center in Dover, Delaware
• Check you discount plan activity

A: Yes, all non-commercial Delaware E-ZPass customers are automatically enrolled in the Delaware SR-1 Frequent User Plan as described below.

Commercial E-ZPass users get a 25% discount for trips made by vehicles with 3 or more axles on State Route 1.

A: The Delaware SR-1 Frequent User Plan requires 30 or more qualifying trips within a 30-day rolling period on Delaware State Route 1. The discount (50% off the cash fare) is applied 5 days after the end of the 30-day period.This plan is for individual accounts only and will automatically be assigned to the transponders on 2-axle vehicles. The 30 trips must be made on the same transponder in order to qualify.

A: Contact the Service Center and provide new license plate and vehicle information as soon as possible.

A: Yes, as long as you inform the Service Center. You can add the vehicle to your account via the web or by calling us. Remember to remove the rental vehicle from your account when you return it.

A: Having the vehicle's license plate registered on your account prevents you from getting a violation notice in the event that your transponder does not read.

A: A Toll Violation Notice is issued for every violation (see example). In addition to the toll, a Violation Notice has a $25 Administrative Fee.

A Toll Violation Final Notice (see example) is issued if the Violation Notice has not been paid within 30 days. The Toll Violation Final Notice adds a Civil Penalty of $25 to the $25 Administrative Fee and the toll. If the Toll Violation Final Notice is not paid, it will be subject to collection activities or legal action.

A: A payment for Toll Violation and Toll Violation Final Notices can be made over the phone, through the mail, in person or on this website.

To pay using this website, the payment must meet the following criteria:

• You must be paying the notice in full.
• It must be a Toll Violation Notice or a Toll Violation Final Notice.
• You must be paying with a Visa, MasterCard, Discover or American Express

All the information you need is on the notice. Select Pay and enter your license plate number then select the correct state of issuance from the pull down list. Enter the notice number. This is the 10-digit number at the top of your notice. It is called the Violation Number.

Click submit. You will see the Payment Screen. Enter the required information including your credit card number and expiration date and click submit. You will receive a confirmation that your payment was accepted. Your payment will be applied to your violation within 24 to 48 hours. If you receive an error message, please double-check and re-enter the required information. If you still receive an error message or have any other problem, call us at 1-888-EZPassDE (1-888-397-2773). We are open 24/7 to help you and can take your payment over the phone.

A: If you wish to pay multiple violation notices, enter the first violation number, pay it and repeat the process for each violation.

A: Delaware E-ZPass Customers with accounts in good standing can appeal their violation notices by accessing the Appeal Page of this website, over the phone, in person, by fax or mail. If you are not a Delaware E-ZPass customer, please follow the written instructions on the violation notice. You can appeal by completing the appeal form on the back of your violation notice and mailing, faxing or hand delivering it to the Main Service Center at 26 Old Rudnick Lane, Dover, DE 19901.

To appeal your violation using this webpage, you must meet the following criteria:

You must be a Delaware E-ZPass customer. You can tell by your transponder number, it must start with “019” and have a label identifying it as belonging to the Delaware Department of Transportation”. (If you are not a Delaware EZ-Pass Customer, please follow the written instructions on your violation notice).

You will need your transponder number. If you have multiple transponders on your account, any of your transponder numbers will do. It does not have to be the one on the vehicle for which you got the violation.

Your account must be in good standing. An account in good standing has a positive balance.

All the information you need is on the notice. Select Appeals and enter your license plate number then select the correct state of issuance from the pull down list. Enter the notice number. This is the 10-digit number at the top of your notice. It is called the Violation Number.

Click submit. You will see the Appeal Screen. Enter your 11-digit Delaware E-ZPass transponder number and click submit. You will receive a confirmation that your appeal has been sent to be reviewed and processed. If you receive an error message, double-check and re-enter the required information. If you still receive an error message or have any other problem, call us at 1-888-EZPassDE (1-888-397-2773).

A: You will receive a letter in the mail indicating that your appeal has been accepted or rejected. If your appeal is rejected, the letter will explain why.

A: If you wish to appeal multiple violation notices, enter the first violation number, appeal it and repeat the process for each violation.

A: If you are an E-ZPass Customer and have received a violation notice(s), please consider the following to help prevent additional violation notices. If you do not receive confirmation that your E-ZPass transponder was read in the lane, it is possible that your transponder is not working properly. The reason for this could be:

• Your vehicle windshield blocks the transponder requiring you to use an external transponder.
• The transponder is not mounted properly.
• The transponder has been reported lost or stolen.
• Your E-ZPass account is in insufficient funds status.
• The transponder is malfunctioning.

If you need further help, please contact your Customer Service Center. Usually the phone number to contact your service center can be found on your transponder. If you are a Delaware E-ZPass customer, please contact the Delaware E-ZPass Service Center at 1-888-EZPassDE (1-888-397-2773) for assistance.

A: If you received a violation from a toll authority other than the Delaware Department of Transportation, you must follow the procedure described on the violation notice. Unfortunately, Delaware E-ZPass can not resolve the violation from another toll authority. If you are a Delaware E-ZPass customer in good standing, you can appeal your violation. In most cases, the toll authority will ask for proof that you are

• A Delaware E-ZPass customer and
• That your account is in good standing (An account in good standing has a positive balance.)

A: If you are a Delaware E-ZPass customer, This proof can be provided in the form of a Delaware E-ZPass statement covering the time period during which the violation occurred. You can get a statement for any period in the last six months on this website by returning to the main page and selecting My Account.

• Enter your account number or transponder number and your PIN.
• Select transactions and enter a start date for a 30-day period that includes the date of your violation.
• Be sure and choose the detail option as opposed to summary and click Get Transactions.
• Choose print and then print settings.
• Select landscape and print.

We can also mail or fax you a statement. Simply call us at 1-888-EZPassDE (1-888-397-2773). We are open 24/7 to help you. If you need a statement prior to the last six months please call us and we’ll send it to you. Then complete the appeal form which came with the violation notice (sometimes it is on the back) and send it along with the Delaware E-ZPass statement to the address on the form. Please read the instructions on the violation notice carefully as each toll authority has its own specific rules and deadlines.

A: Use the Contact Us button on our Web site, call 1-888-EZPassDE (1-888-397-2773) to speak with a customer service representative or visit any of our Delaware Service Centers.