FAQs AND TOLL SYSTEM UPDATES
This page includes FAQs related to the BancPass Toll Sticker and also information specific to your local Toll Operator such as delayed transaction updates, new road openings, and electronic conversions. In addition to this page, follow us on Twitter to get the latest news and updates!
PLEASE NOTE: BancPass posts transactions as soon as they are received from the Toll Operator. This is not just an issue for BancPass customers but all customers who drive the particular roads that are delayed. See “WHERE ARE MY TRANSACTIONS?/WHY ISN’T MY APP UPDATING MY TOLLS”, below.
How is the BancPass Toll Sticker program different from the HCTRA EZ Tag program and other traditional toll programs?
Where does the EZ Tag by BancPass work?
Your BancPass EZ Tag will work on ANY toll road in Texas! The BancPass EZ Tag does not work outside of the state of Texas. BancPass EZ Tag users will be charged the electronic EZ Tag discounted rate.
Where can I get my cash reloadable EZ Tag by BancPass?
Where are my transactions? Why isn’t my app updating my tolls?
Because of HCTRA’s billing delays, you may notice that you have taken trips that HCTRA has not charged you for yet. This is not an error with the BancPass system. This is an error with HCTRA’s billing system. They are working to get their system up-to-date.; however we do not have an ETA for when they will be completely caught up. Please see HCTRA system update.
Do I have violations?
Some of our customers have seen on the HCTRA website that they have “un-invoiced violations” or that they “missed a toll” even though they had money in their BancPass account. This is an error that HCTRA is working to correct. If you are a BancPass accountholder in good standing, HCTRA will move those tolls out of violations and post them to your BancPass account. This only applies to un-invoiced tolls for current BancPass customers whose accounts were in good standing at the time of the un-invoiced violation. If you have received a violation in the mail, please see “what if I got a violation notice in the mail” HCTRA has not given BancPass an ETA for when they will charge your BancPass account for those tolls.
What If I have a violation notice in the mail?
Sometimes errors happen in the toll agencies’ systems and violation notices are sent out to customers with a valid toll tag account. If you get a violation notice in the mail when your BancPass account was in good standing, send an image of the violation notice to support@BancPass.com. Please include the detailed page showing the license plate, time/location and toll amount. BancPass can dispute these violations on your behalf as long as your account was in good standing at the time of the violation.
What If deactivate my EzTag by bancpass? Will I still have to pay for pending toll charges?
Deactivating your tag only means that HCTRA will not charge your BancPass account for tolls in the future. You are still responsible to pay for all of the toll trips you took before deactivation. If you used a toll road, the toll agency who manages that road expects you to pay that toll, whether or not you deactivate your tag or close your account. See “how does BancPass work”
I have a disabled vet plate. Why am I being charged?
HCTRA offers free tolls for disabled veterans, however their billing system is currently charging disabled vet (DV) plates in error. They are charging DV plate accounts for the toll and then crediting them every few days. HCTRA is working to correct this billing error.
How does a BancPass EZ Tag work?
Lets talk about toll tags first. A toll tag is kind of like payment card; and the toll agencies that charge you for tolls are like stores. When you drive on Dallas toll roads, NTTA charges your toll account. When you drive on Houston toll roads, HCTRA charges your account, etc. There are many toll agencies in Texas that charge your accounts for the roads they manage.
Your EZ Tag by BancPass is just like any other toll tag sold in Texas and is similar to a charge or debit card. BancPass gets charges from the toll agencies and posts them to your account. It works to pay for tolls everywhere in Texas. The only difference is the way your account is managed. Only BancPass allows you to reload when you want, and how much you want.
BancPass does not initiate charges your account for tolls (that is done by the toll roads), or add any additional fees to the tolls. The only fee you will pay BancPass is when you choose to reload your account.
How do I reload my tag?
Take your RELOAD CARD, which you received in your EZ Tag Starter Kit, to any participating retailer including CVS Pharmacy® and H-E-B. Provide the cashier with your RELOAD CARD and let them know how much you would like to fund your account. The cashier should scan your reload card (not swipe) and you can reload your account with cash or go online to https://www.bancpass.com/reload/ to use a credit or debit card. The minimum reload amount is $15. There is a $2 charge for reloading your tag.
How do I check my balance?
Users can view their account balance via the BancPass phone app. or by texting the word BALANCE to 866.978.5061. Text message rates may apply. BancPass service fees may also apply. You will be notified and given an option to opt-out of BancPass service fees prior to being charged.
What happens if I fail to register my License Plate as required?
If you fail to register your License Plate you may receive toll invoices or violations for your vehicle. Registering your License Plate provides a backup means of identifying your vehicle if, for example, your transponder fails. If you fail to register your license plate you will be responsible for all violation charges and additional fees as assessed by the toll agency.
What does the BancPass phone app do?
The BancPass phone app allows users to register new tags, track toll system usage & account balances, and even use credit cards to replenish their account.
I got an invoice or violation notice for a vehicle that had an EZ Tag by BancPass, what should I do?
First, please verify that your account was in good-standing at the time of the invoice of violation. You can do this by: 1) reviewing the SMS text messages we send you regarding your balance; 2) using the BancPass phone app, or 3) by calling 866-978-5061. If you have received an invoice and you feel it is in error, take a picture of the invoice or scan it and send to support@BancPass.com. Please put the word VIOLATION on the subject line. Please include a clear image of the invoice details including the invoice number, vehicle details, and transaction details.
How do I change the License Plate number registered to my EZ Tag by BancPass?
You may change your License Plate number using the BancPass phone-app, or by calling: 866-978-5061.
How do I change the phone number on my account?
You may change your phone number using the BancPass phone-app, or by calling: 866-978-5061.
What do I do if my vehicle or Tag is lost or stolen?
Notify BancPass immediately by texting the word STOLEN to 866-978-5061. You may also call 866-978-5061 during normal business hours. You will be responsible for charges incurred up to the time that BancPass is notified.
How do I contact customer service?
You can email email@example.com or call Customer Service 866-978-5061 Monday – Friday during normal business hours.