What is 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, without stopping for cash transactions. You need to recharge / top up the tag as per your requirement.

What are the benefits of using FASTag?

• Ease of payment - No need to carry cash for the toll transactions, saves time.
• Online Recharge - Tag can be recharged online through MyFASTag App along with
  Debit Card / NEFT/ RTGS or Net banking through Payment Gateway
• SMS alerts for toll transactions, low balance, etc
• Online Portal for customers.

What is the validity of FASTag?

FASTag has unlimited validity. The same FASTag can be used till the tag is read by the reader and not tampered with. In case due to wear and tear the reading quality depreciates, please reach out to your Issuing Bank for a new tag.

Which are the roads where the tag can be used?

FASTag is presently operational at toll plazas across national highways. More toll plazas are being brought under the FASTag program every day. You may see the list of plazas in the 'Active Toll Plazas' section.

What are the charges for FASTag?

FASTag has a onetime Fee of ₹100 including service tax with GST. The refundable security deposit depends on the vehicle type. Please check the 'Fees and Charges' section for details.

How can I buy FASTag?

You may visit any of the nearest Toll Plazas to you, to get your tag account created.
You will need to carry original as well as copy of your KYC documents along with your vehicle’s RC Book, Driving Licence and Vehicle. You may call our customer care 1033 to know more details.

If I am a Non-KYC Customer, will I be receiving any kind of communication to do the KYC?

Yes, you will be sent 4 SMS at the end of 2 years, notifying you to do the KYC upgrade in order to enjoy uninterrupted services. The SMS content is given below:

• Day 639 -- Your FASTag Wallet is getting expired, pls update your KYC documents on https://fastag.ihmcl.com or call 1033 to enjoy uninterrupted services – IHMCL
• Day 701 -- Your FASTag Wallet is getting expired, pls update your KYC documents on https://fastag.ihmcl.com or call 1033 to enjoy uninterrupted services – IHMCL
• Day 730 -- Your FASTag Wallet is getting expired, pls update your KYC documents on https://fastag.ihmcl.com or call 1033 to enjoy uninterrupted services – IHMCL
• Day 731 -- Your FASTag Wallet has expired, pls update your KYC documents on https://fastag.ihmcl.com or call 1033 to enjoy uninterrupted services – IHMCL

What will happen if I have not upgraded my KYC post 2 years of completion as a Non-KYC wallet customer?

You will be restricted from recharging the wallet if you have not upgraded your KYC post 2 years of completion as a Non-KYC wallet customer. But you will be able to use the existing balance for toll transactions till your tags are marked "Low Balance" and blocked from using further.

How do I update my KYC?

If you need to update your KYC details to upgrade from Non – KYC customer to Full – KYC customer, please follow these steps:

• You can login via the dedicated customer web portal in the provided link https://fastag.ihmcl.com and use your registered mobile number and password or OTP based validation to login into the IHMCL customer portal.
• Once you login to the IHMCL customer portal, you can view the Dashboard Menu and in the left side Menu of the Dashboard, select the "My Profile" option, post which the "My Profile" page will be displayed.In that "My Profile" page, you can see the status of your KYC and all the profile details that you have submitted during the Registration process.
• In the same page, you need to click the 'KYC' sub-section next to 'Profile' sub-section. Then, in the 'KYC' sub-section, you need to select the "Customer Type" and then fill the mandatory fields by submitting the required ID Proof and Address Proof documents along with your passport size Photo and Address (as per Address Proof).
• Before submission of these details, you must mandatorily tick the "Declaration: I/We confirm the attached documents are authentic documents. I/We have the originals with us" for proceeding further with the KYC verification process.

How much time will it take for my KYC request to get processed?

Your KYC will be processed in maximum 7 working days from the date of submission of your request for KYC upgrade.Post submission of KYC request, you can check the status of your KYC in the "My Profile" page of the Customer portal itself.

• If all your submitted documents are valid and matches with the information as provided by you during the KYC updation and Customer Registration, then your KYC verification will be accepted and your KYC status will get changed.
• If there is any mismatch in the information provided or if submitted documents are not proper/valid, then your KYC will get rejected and the same will be alerted to you for updating again in the same manner.

What are the documents needed to apply for FASTag?

You will need to carry original as well as copy of your KYC document
You need to submit the following documents along with the application for FASTag:

• Registration Certificate (RC) of the vehicle.
• Passport size photograph of the vehicle owner.
• KYC documents as per the category of the vehicle owner:
• Online Portal for customers.

All required documents for FASTag should be in the name of the owner of the vehicle. If car owner is not present at the time of application, driver will need to submit his photo ID proof.A valid driving license would be sufficient for Address & ID proof.

All documents (copies) submitted by customer to the Bank must be self-attested by the customer.

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

Yes, you will have to use the lanes demarcated for FASTag.

How can I recharge my tag account?

You may recharge your TAG account by making payment online through Debit Card, Credit, Net Banking & other online payment modes. The TAG account can be recharged upto₹ 1,00,000.00 for Full KYC accounts and ₹ 10,000 for Limited-KYC accounts. You may also recharge your TAG account at anyPoS locations near Toll Plazas by paying cash. For online recharge, please follow these steps:

• Log into Customer Portal at www.fastag.ihmcl.com, choose 'Customer Login' & enter your username and password.
• Go to Payments Recharge Account.
• Select the tag accounts to be recharged and mention the respective amounts to be uploaded:
• Choose payment mode as 'Pay by Online' and click 'Continue'.
• A new window will open with an option to select your bank.
• Please select your bank from the list and continue.
• You will be asked for the login credentials for your bank account. Please proceed with the details and complete the payment.
• Minimum recharge amount a tag can be recharged with is ₹ 100..
• Do not refresh the browser or press the 'Back' button in the middle of the transaction..

How do I generate/ reset my username and password?

Once your FASTag account is created, Please log in to the customer portal and register yourself to generate your user id and password. Please enter the required information in the prompts and the system will send an SMS with your log in details to your registered mobile number. You may call our customer care 1033 for assistance.

How would I cross toll plaza, if ETC equipment are not working?

In case ETC equipment are not working and your FASTag account is having sufficient balance, please pay the toll fee in cash at the plaza. Additionally, please call our customer care and also report the issue with the concessionaire.

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

Yes, the minimum recharge amount is ₹ 100 and maximum is ₹ 1 lac for a Full-KYC Account

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

You will need to take two separate FASTags for the each vehicle.

What do I have to do if I lost my RFID Tag? What will happen to the account balance?

You will need to call our customer care number to block your FASTag. Once you take a new tag, we will transfer the balance to the new tag.

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

You will receive an SMS alert in your registered phone number each time a balance is deducted from your FASTag account.

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

You can report an incorrect deduction by calling our call centre. For all toll transactions, the toll plaza system sends a request to Bank for debiting the toll amount that is due from you. In the rare scenario of Toll Plaza system sending an incorrect amount, We may raise a Chargeback on behalf of you to recover the money that has been collected in excess by Toll Plaza. This Chargeback process normally takes up to 20-30 working days. All incorrect deductions, if proven so, are reverted back post representing the case with Toll Plaza.

How do I block my FASTag account, in case my vehicle is lost?

You can call our customer care 1033 or login to www.fastag.ihmcl.com to block your FASTag account.

I have new vehicle fitted with RFID Tag. How to get it activated?

OEM or RFID tags fitted by vehicle manufacturer cannot be used as replacement of FASTag. Only FASTags issued by an issuing bank can be used for purpose of electronic toll payment.

Banks are exploring ways to use these tags for ETC, however it will require some new technical development. It will also be subject to tag being in proper condition without any damage or tampering. For now, you will have to purchase a tag from IHMCL in order to use it through us.

Can FASTag be used for passage through toll plazas on the state highways?

FASTag can be used on all toll plazas where it has been implemented. You can check the list of Plazas click here

I have FASTag and also balance amount, but I could not go through ETC lane. How do I get my FASTag checked/ rectified to see whether it is active or not?

You can raise a request regarding the same by calling our customer care 1033 or login to https://fastag.ihmcl.com to check your tag/account details.

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

You will need to submit your documents to the concessionaire validating your residence within 10km of a particular plaza. Once it is verified, you may avail the concession on the FASTag assigned to your vehicle

Why are the rates different for different vehicle categories?

Vehicles are categorized for the welfare of road users. This categorization is primarily based on the size and load they carry and damage done to the road and type of use (commercial/personnel) of a vehicle.

Why concessions to local/ frequent users are different?

Concession to local/frequent users are extended as welfare measures. There may be variation in the concessions available as these have been provided at different times under different fee rules and provisions of concession agreement.

Why full user fee (toll) is to be paid although we travel a small length on the project road?

In India, the tolling is generally under the open system, whereby fee payable is a fixed amount based on the length of stretch under one project which is normally 60 kilometres. If a stretch is of lesser length, user fee of actual length only may be collected.

What is normal minimum distance between two adjacent Toll Plazas?

As per the fee rules 2008, the spacing between two adjacent toll plazas should be 60 km.

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

MORTH/NHAI/IHMCL has launched 1033 helpline number for addressing FASTAG complaints related to Toll Plaza. You can call this number and report the same.

Why the user fee (toll) rate is different at 2 Toll Plazas?

User fee on a particular fee plaza is based on stretch length under that plaza, structures (bridge, tunnel, bypass) and width of the highways, applicable fee rules and provisions of the concessions agreement.

I bought an IHMCL FASTag. Now I want to replace my FASTag as the tag got damaged accidentally. Do I have to buy a new tag by paying Security Deposit Again?

No. You don’t have to pay Security deposit again for replacing your Tag. Login to your a/c at www.fastag.ihmcl.com, click on the link “Replace my tag” in the left panel. For replacing your tag, you will have to pay a nominal charge of Rs 100 (including currently applicable taxes).

I had taken a FASTag for my vehicle from a different Bank earlier. Now I have purchased IHMCL FASTag for the same vehicle. Is this allowed?

Yes. You can replace your existing FASTag with IHMCL FASTag. However, please ensure you remove other bank’s FASTag sticker from the vehicle and paste only IHMCL FASTag on the vehicle. Pasting more than one FASTag on the same vehicle is a violation and will attract penalty.

How is 1033 helpline number useful to me? What type of toll plaza level complaints can I raise by calling this number?

MORTH/NHAI/IHMCL has launched 1033 helpline number for addressing FASTag complaints at toll plaza level. Customer can simply dial 1033 from Mobile/Landline for the following issues:

• Stopped at the plaza for Tag blacklist reason even though Tag is not blacklisted.
• Plaza not accepting FASTag
• Plaza not able to read the Tag
• Plaza not supporting for monthly pass issuance
• Any other applicable issue for FASTag

What should I do, if the system displays Vehicle number already have blacklist or any other exceptions?

If you find any exceptions as given in the below category, please contact the respective Issuer Bank provided in the same pop-up for further resolution.