General FAQ's

• What is Electronic Toll Collection (ETC) / FASTag?

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  NHAI has rolled out program for Electronic Toll Collection on Toll Plazas on National Highways to be called FASTag. FASTag is a device that employs Radio Frequency Identification (RFID) technology for making toll payments directly from the prepaid account linked to it. It is affixed on the windscreen of your vehicle and enables you to drive through toll plazas. FASTag has a validity of 5 years and after purchasing it, you only need to recharge/ top up the FASTag as per your requirement. FASTag offers near non-stop movement of vehicles through toll plazas and the convenience of cashless payment of toll fee with nation-wide interoperable Electronic Toll Collection Services.

• Is there any incentive / discount on Toll payments using FASTag?

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  Customer can avail a cashback* on all Toll payments using FASTag in FY 2017-18. The cashback* amount for a particular month will be credited back to your FASTag account on monthly basis.

• Is FASTag compulsory & limited to any particular kind / category of vehicle?

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  Adopting FASTag is voluntary at this stage of the program. However, it may be made mandatory in future at some locations. FASTag is applicable for all categories, kinds, makes and types of vehicles.

• Who is implementing this program?

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  Indian Highways Management Company Limited (IHMCL) (a company incorporated by National Highways Authority of India) and National Payment Corporation of India (NPCI) are implementing this program with help from Toll Plaza Concessionaires, FASTag Issuer Agencies and Toll Transaction Acquirer (select banks).

• On which highways / roads FASTag can be used?

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  FASTag is presently operational at 350+ toll plazas across National Highways. More toll plazas will be brought under the FASTag program in the future. You can check the list of Active Toll Plazas with ETC programme at - http://www.ihmcl.com/wp-content/uploads/2013/08/Active_Toll_Plazas_v1.1-1.pdf

• What are the charges for FASTag?

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  Please check details on 'Tag Issuance Fees and Charges' section.

• What are the benefits of using FASTag?

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  1. Ease of payment – No need to carry cash for the toll transactions, saves time
  2. Enable near non-stop movement of vehicles leading to lower fuel cost.
  3. Online Recharge – FASTag can be recharged online through Paytm/ Credit Card / Debit Card/NEFT/ RTGS or Net banking
  4. SMS alerts for toll transactions, low balance, etc.
  5. Mobile application for customers
  6. Lifetime Validity
  7. Incentive: You can avail a cashback* on all successful toll payments done at NHAI plaZas via your paytm fastag.
  8. Other benefits are:

     Environmental Benefit	Social Benefit	Economic Benefit
     Reduced air pollution Reduced use of paper	Reduced toll payment hassle Analytics for better highway management	Reduced effort in management at toll plaza Reduced effort in monitoring centrally

• How can I buy FASTag and what documents are required?

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  To purchase a Fastag, please click here and fill the application form or write to us at fastag@paytm.com or you can call us at 18001026480 and select option 1 at the IVR.

  Customer would need a copy of following documents as part of FASTag application process:

  1. Registration Certificate (RC) of the vehicle.
  2. Passport size photograph of the vehicle owner
  3. KYC documents as per the category of the vehicle owner (viz. individual / corporate):
  

  Individual
  ID proof and Address proof from the list mentioned, and 1 passport size photograph

  Driving License

  PAN Card

  Passport

  Voter ID Card

  Aadhar Card (With address)

  For instance, valid driving license would be sufficient for Address & ID proof.

  Individual ID proof and Address proof from the list mentioned, and 1 passport size photograph

  Note:
  1. Issue of FASTag is subject to verification of original documents mentioned above by the issuing agency.
  2. The FASTag will be fixed on the vehicle’s windshield by the representative of Paytm Payments Bank only.
  3. Any representative of the vehicle owner can provide the above documentation and information and purchase the FASTag, however, a tag will only get activated post verification of the documents by the authorized Paytm Payment Bank representative.

• How will I get to know how much toll has been debited?

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  The customer will receive an SMS with requisite details on his registered mobile number.

• Do I need to use any specific lane at the toll plaza for FASTag?

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  The FASTag will work only in the lanes demarcated for FASTag.

• Can I avail a Monthly Pass or Local Pass.?

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  Monthly pass for a toll plaza will be issued at that particular toll plaza. If you are registered tag holder, you need to visit the toll plaza and request for the particular pass scheme. You need to pay for the selected pass scheme by cash or card to the operator. Once the payment is approved, the operator will activate the affixed tag for the pass scheme.

  Note: There is no need to purchase any other RFID tag to avail a monthly pass scheme at any toll plaza. The FASTag already purchased by you will be configured for the pass at the toll plaza.

• How and where do I finally pay the toll?

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  Paytm ETC Wallet will electronically deduct the applicable toll fee from the customer’s account linked to the FASTag. This deduction will be done post the toll transaction. The customer needs to adequately fund the account which is linked to FASTag. This recharge process may be termed as top-up.

• How can I recharge my FASTag account?

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  You can recharge your Fastag Account by simply adding money to your Paytm Wallet associated with the respective fastag account. Money can be added to the wallet via Credit Card/ Debit Card/ NEFT/Net Banking. FASTag account can have a maximum of ₹ 1, 00,000.00 (Rupees One Lac only) at any point of time.

  Note: Please recharge your account / wallet atleast 30 minutes before visiting any toll plaza location.

• Is there any minimum value for such recharge / top up?

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  No, there is no minimum recharge. However, if wallet balance is less then threshold balance then the customer will not be able to cross the respective toll plaza.

• I have two vehicles, can I use one FASTag for two vehicles?

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  You will need to take two separate FASTags for the two vehicles.

• Can a FASTag bought for one of my vehicle be used for another vehicle?

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  No, FASTag is issued per vehicle and is not transferrable.

• What do I have to do if I lost my FASTag? What will happen to the account balance?

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  You will need to call our toll free customer care number and close your FASTag linked with your vehicle. You can then opt for a new Fastag to be issued to you for your vehicle containing the balance amount that was present at the time of closing the lost FASTag.

• How would I know that the correct user fee has been deducted from my FASTag account?

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  Customer will receive an SMS alert on your registered phone number each time an amount is deducted from your FASTag account. Fee payable on each toll plaza may be seen on www.nhtis.org in addition to information already displayed at concerned toll plazas.

• How would I report an incorrect deduction and how will I get back the same?

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  Customer can report an incorrect deduction by calling us at 18001026480 and choosing option key 2 at IVR. We will review your request and take necessary action.

• I have a FASTag and also have the required balance in my Paytm wallet, However, I could not go through ETC lane.How do I get my FASTag checked/ rectified to see whether it is active or not?

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  If you are facing same issue at multiple toll plazas, please raise a request regarding the same by calling us at our 24x7 toll free customer care Helpline number 18001026480 and selecting option 2.

• I reside within 10 Km of a particular Toll plaza. Do I need to take FASTag to get theconcessions available for local vehicles?

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  Yes, you can, if you need to access and use FASTag lane and to avail cash back.

• What if I relocate to another City?

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  FASTag will work on all enabled toll plazas.

• Can one vehicle use more than one FASTag?

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  No, one vehicle can have only one FASTag . In case multiple FASTags are found to be associated with a single vehicle, the respective customer would be held responsible for any kind of operational issues caused due to this.

• What if I sell/ transfer my car?

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  In case of car being sold or transferred, kindly contact our 24x7 toll free customer helpdesk 18001026480 and pressing option 2, and ask for closure of tag as FASTag is not transferrable.

• What if the FASTag gets damaged?

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  The vehicle owner/ user can send email at fastag@paytm.com or can also reach us at 24x7 toll free customer helpdesk 18001026480 and choose option 2.

• Can FASTag be used at places other than National highways?

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  It is planned to extend usage of FASTag to toll plazas at State highways for tolling, parking lots for parking charge and various other payments at wayside amenities.

• What if the vehicle owner/ user has a grievance?

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  Kindly contact our 24x7 toll free customer helpdesk and get a case created timely resolution of the same. Paytm Payments bank will review and resolve your query.

• Is there any minimum balance needs to be kept in the Tag?

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  Yes, a particular minimum amount is necessary in every Tag depending on its vehicle class or product subscribed. If the Tag has amount lesser than the threshold / minimum balance, it will not work and will be marked in the “Low Balance Tag” category.

• Is Tag recharge from customer login safe?

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  Yes, Tag recharge is absolutely safe. Transaction will be done through a secure Electronic Payment gateway.

• If I have sold my old vehicle but want to use same Tag for my new vehicle, so how can I update vehicle details?

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  Same tag can’t be used as it cannot be removed from the vehicle without damaging it. You will need to purchase a new tag for your new vehicle.

• What will happen if my Tag got damaged during a misfortunate instance of an accident?

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  The vehicle owner/ user can send email at fastag@paytm.com or can also reach us at 24x7 toll free customer helpdesk 18001026480 and choose option 2.

• Is there any fee for Tag Replacement?

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  Yes, one time replacement fees of ₹ 200 is applicable for every Tag replacement unless the tag was reviewed and found to have been faulty from day one of its issuance.

• To whom I need to contact in case of any issue with my Tag?

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  Please contact our 24x7 customer helpline to report any issue with your tag.

• How can I check the list of transactions for my Tag/ vehicle?

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  A detailed list of transactions for the associated Tags/ vehicle would be made available on our mobile application.

• Is there any account closing or deactivation fee?

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  Currently there is no account closing fee applicable.

• At time of Account closure, is any money refundable?

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  One time Security amount deposited during the time of Fastag issuance along with any balance present in the respective Fastag wallet will be refunded at time of tag/account closure subject to review and clearance of any outstanding transactions for that particular FASTag.

• In case of harassment/ misconduct/ discourteous/ rude behaviour of toll collection staff, what should we do?

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  You can simply reach NHAI Helpdesk number – 1033 to register complaint or the incident may be reported to IHMCL via the email id: etc.nodal@ihmcl.com.

  Active FASTag Paytm users can also lodge a complaint on our helpdesk number – 18001026480 and choose option 2.