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Fastag FAQ

1. What is FASTag ?

FASTag is a device affixed on the windscreen of the vehicle. This will have Radio Frequency Identification (RFID) technology and a prepaid account linked to it. FASTag will help in making toll payments by driving through the toll plaza without stopping for cash transactions.

2. What are the benefits of using FASTag ?
  • Ease of payment –One does not have to stop to pay cash at the toll plazas and thus can save time too.
  • Cash-back offer: FASTag usage gives 10% cashback on all the Toll payments across India in the first year.
  • Online Recharge - Fast Tag can be recharged online through various modes i.e. Credit Card / Debit Card / NEFT/ RTGS or Net banking.
  • Ease of Tracking – SMS alerts for every transaction at toll plazas.
  • Online Portal for customers
  • FASTag has 5 Years of validity.
3. What is the validity of the FASTag ?

The tag has a validity of 5 years and after purchasing, you need to recharge or top up the tag as per your requirement.

4. Where can I buy FASTag ?

FASTag can be availed at any of the Axis Bank’s Point of Sale (POS) locations at Toll Plazas. You will have to carry required documents for it.

5. Which are the plazas where FASTag can be used ?

All National Highway Plazas. The list can be found on our ETC home page under toll plaza list.

6. FASTag affixed vehicles have separate lanes ?

FASTag users will always get a separate lane at toll plazas which will be only used by FASTag affixed vehicles.

7. Is there a concept of monthly pass for FASTag ?

Each toll plaza has separate monthly passes specific to the toll plaza.

8. What are the steps to recharge my FASTag account ?

One can recharge FASTag account at the Point of Sale (POS) locations using cash or one can recharge online through NEFT/RTGS or Net Banking.

  For recharge through Net Banking, please follow below steps:
  • Log onto Customer Portal with your username and password
  • Go to Payments Section >> 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.

  For recharge through NEFT / RTGS, please follow the below steps:
  • Log onto Internet Banking.
  • In payee details write either Wallet ID Number or Vehicle Number.
  • In IFSC column write UTIB0000ETC and proceed with the payment.

  • Convenience fee will be applicable for online recharge.
  • Minimum recharge amount for a tag is Rs.100.
  • Do not refresh the browser or press 'Back' button in the middle of the transaction.
  • How do I generate/ reset my username and password? – Online Portal related query

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.

9. What are the documents needed to apply for a new FASTag ? – Documents required

You need to submit the following documents along with the application for FASTag:

  • Registration Certificate (RC) of the vehicle.
  • KYC documents as per the category of the vehicle owner.

Our representative will provide you an application form, which you need fill and submit. All required documents for FASTag should be in the name of the owner of the vehicle. If the vehicle 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.

10. What are the charges for FASTag ? – Charges and Cashback

FASTag has a onetime Fee of Rs. 200 + service tax. The refundable security deposit depends on the vehicle type.
Charges applicable on Axis FASTag:

Particulars Amount (Rs.)
Tag joining fee* 200
One - time Tag Deposit amount (Refundable):
Vehicle Class Description Tag Deposit (Rs.) Threshold Amount (Rs.)
1 Two wheeler 100.00 100.00
2 Three - Wheeler Passenger 350.00 150.00
3 Three - wheeler Freight 350.00 150.00
4 Car/Jeep/Van 200.00 100.00
5 Light Commercial vehicle 2-axle 300.00 140.00
6 Light Commercial vehicle 3-axle 300.00 140.00
7 Bus 2-axle 400.00 300.00
8 Bus 3-axle 400.00 300.00
9 Mini-Bus 400.00 300.00
10 Truck 2 - axle 400.00 300.00
11 Truck 3 - axle 500.00 300.00
12 Truck 4 - axle 500.00 300.00
13 Truck 5 - axle 500.00 300.00
14 Truck 6 - axle 500.00 300.00
15 Truck Multi axle ( 7 and above) 500.00 300.00
16 Earth Moving Machinery 500.00 300.00
17 Heavy Construction machinery 500.00 300.00
18 Tractor 500.00 300.00
19 Tractor with trailer 500.00 300.00
20 Tata Ace and Similar mini Light Commercial Vehicle 200.00 100.00
Please note:
  • *Service tax will be levied on all the prescribed fees & charges at the applicable rates.
  • Convenience fee will be applicable for online recharge.
  • Threshold amount is the minimum recharge amount to be done at the time of tag activation.
  • Toll amount will be deducted as per the applicable amount, depending on the vehicle class and the plaza used. Charges mentioned above are subject to change.
  • The above mentioned tag deposit rates would be applicable as per your vehicle class and will be refunded to you at the time of FASTag account closure.

11. Is there any discount / cashback on Toll payments using FASTag ? – Charges and Cashback

You can avail a cashback of 10%, 7% and 5% on all Toll payments using FASTag in FY 2016-17, 2017-18 and 2018-19 respectively.

12. How would I cross toll plaza, if ETC equipment is not working ? – Plaza Details

In case ETC equipment is not working and your FASTag account is having sufficient balance, please pay the toll fee in cash at the plaza. You can call on our dedicated Call center Number 1800-120-1243 who will take your query and try to resolve it ASAP.Alternatively, Customer can be advised to Login into the portal and raise the request there.

13. Is there any minimum value for such recharge / top up ? – Recharge Information

Yes the minimum recharge amount is Rs. 100/-

14. Can I use one FASTag for two vehicles if I have two vehicles and one FASTag ?

One FASTag can only be used for one vehicle.

15. What will happen to my account balance if my FASTag is lost somehow ?

Your FASTag will be blocked if it is lost. For this you need to call and report this to our customer care number. A new FASTag account will be created. The remaining balance in the old account will be transferred to this new account.

16. Will I be able to know if wrong fees are charged at toll plazas from my FASTag account ?

For every deduction from your FASTag account you will receive an SMS alert in your registered phone number. You can report any incorrect deduction from your account by calling our customer care number.

17. What is the procedure to report an incorrect deduction ?

An incorrect deduction can be reported by calling us at our call center. Our staff will handle the request and will revert the incorrect deduction to your FASTag account.

18. What is the procedure to block my FASTag account, in case my vehicle is lost ?

You can call our Call Center to block the Tag. Call center will do the same after verifying and confirming the details of Customer.

19. What if I reside within 10 Km of a Toll plaza. Will I get the concessions given to local vehicles when I take FASTag ?

You can take the FASTag and submit the proof of your stay within the 10 kms of your tollplaza. Once verified you will get the concessions.

20. Why rates differ across different vehicle categories ?

Due to the differed load carrying capacity and harmdone to the road the rates differ.

21. Why concessions to local/ frequent users are different ?

Due to different rules over a period of time the rates might be different. Sometimes the concession are made for welfare of frequent or local users.

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

For projects above 60 kilometers a fixed fee is collected and for a road of lesser length the fees are based on the actual length of the road.

23. What is normal minimum distance between two adjacent Toll Plazas ?

The distance between two adjacent toll plazas should be 60 km as per 2008 rules.

24. Why are the toll rates difference at different toll plazas ?

The charges are based on the road width and length and the infrastructure like bridges, tunnels, etc. built along that road the provisions of the concessions agreement also affect the toll charges.

1. What is Electronic Toll Collection (ETC) / FASTag ?

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.

2. What are the benefits of using FASTag ?
  • Ease of payment – No need to carry cash for the toll transactions, saves time
  • Enable near non-stop movement of vehicles leading to lower fuel cost.
  • Online Recharge – FASTag can be recharged online through Paytm/ Credit Card / Debit Card/ NEFT/ RTGS or Net banking
  • SMS alerts for toll transactions, low balance, etc.
  • Mobile application for customers
  • Lifetime Validity
  • Incentive: You can avail a cashback of 10% on all Toll payments using FASTag in 2016-17
  • Other benefits are:
Environmental Benefit Social Benefit Economic Benefit
  • Reduced air pollution
  • Reduced use of paper
  • Reduced toll payment hassles
  • Analytics for better highway management
  • Reduced effort in management at toll plaza
  • Reduced effort in monitoring centrally
3. Is there any incentive / discount on Toll payments using FASTag ?

Customer can avail a cashback of 10% on all Toll payments using FASTag in FY 2016-17. The cashback amount for a particular month will be credited back to your FASTag account on monthly basis.

4. Is FASTag compulsory &or limited to any particular kind / category of vehicle?

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.

5. Who is implementing this program ?

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).

6. On which highways / roads FASTag can be used ?
7. What are the charges for FASTag ?

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

8. How can I buy FASTag and what documents are required ?

To purchase a Fastag, please visit our website www.paytm.com/fastag 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:
  • Registration Certificate (RC) of the vehicle.
  • Passport size photograph of the vehicle owner
  • KYC documents as per the category of the vehicle owner (viz. individual / corporate):

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.

  • Issue of FASTag is subject to verification of original documents mentioned above by the issuing agency.
  • The FASTag will be fixed on the vehicle’s windshield by the representative of Paytm Payments Bank only.
  • 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.
9. How will I get to know how much toll has been debited ?

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

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

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

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

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.

12. How and where do I finally pay the toll ?

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.

13. How can I recharge my FASTag account ?

You can recharge your Fastag Account by simply adding money to your Fastag 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.

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

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.

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

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

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

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

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

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.

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

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.

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

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.

20. 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 ?

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.

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

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

22. What if I relocate to another City ?

FASTag will work on all enabled toll plazas.

23. Can one vehicle use more than one FASTag ?

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.

24. What if I sell/ transfer my car ?

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.

25. What if the FASTag gets damaged ?

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

26. Can FASTag be used at places other than National highways ?

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.

27. What if the vehicle owner/ user has a grievance ?

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.

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

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.

29. Is Tag recharge from customer login safe ?

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

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

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.

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

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

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

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

32. Is there any fee for Tag Replacement ?

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.

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

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

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

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

35. Is there any account closing or deactivation fee ?

Currently there is no account closing fee applicable.

36. At time of Account closure, is any money refundable ?

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.

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

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.