Faulty, damaged, lost or stolen tags

My tag did not beep; what do I need to do?

Your tag should beep as you pass through a toll point. If your tag does not beep, the tag may be faulty or incorrectly installed.

Please refer to the Tag installation guides and try re-installing your tag. Make sure your tag is clicked into the bracket and mounted to the windscreen (preferably in the dotted area or above the rear-view mirror).

If the problem persists call 13 18 65, or visit a Service NSW centre with your tag. If the tag is faulty due to a low battery or a technical fault, your tag may be replaced free of charge. If your tag is tested and confirmed faulty, E-Toll may consider crediting the video matching fee to your account.

What do I do if my tag is damaged?

The tag remains the property of E-Toll, and the tag must not be damaged, defaced or thrown away (fees apply for non-return of tags or wilfully damaged tags). All Tags must be returned either by post or in person at your nearest Service NSW centre.

Tag is damaged or not working?

Return your tag to:
E-Toll Business Operations
PO BOX 1447
Parramatta NSW 2124

Please wrap the tag in aluminium foil to ensure the tag does not read at any toll points in transit.

Alternatively, you can drop your tag at any Service NSW centre.

If the tag is damaged, defaced, or tests indicate that it has been tampered with, a Non-Return Tag Fee may apply.

What to do if your E-Toll tag is lost?

If your tag has been lost, contact 13 18 65 as soon as possible to prevent unauthorised tolling transactions being charged to your Account or Toll Notices being issued. You will remain liable for any toll charges debited to your Account up until you advise us that the tag has been lost.

You can also log in online and click 'TAGS'. You can then select the Tag number you want to mark as lost. If reporting the tag as lost online, the tag will be deactivated and terminated from your account. If you need a replacement tag contact 13 18 65. If the tag cannot be recovered, a non-return tag fee will apply.

Alternatively, you can report your tag lost by visiting an Service NSW centre.

What to do if your E-Toll tag is stolen?

If your tag was stolen, contact 13 18 65 as soon as possible to prevent unauthorised tolling transactions being charged to your Account or Toll Notices being issued. You will remain liable for any toll charges debited to your Account up until you advise us that the tag has been stolen.

If you file a report with the Police and provide us with a current Police Event Number, E-Toll will waive the non-return tag fee of $40. If you do not have a Police Event Number, a non-return tag fee will apply. You can only use the Event Number for the one tag only.

You can also log on to your account and click on the Make Enquiry option. Complete the required information, ensuring that you have provided the Police Event Number. Alternatively, you can report your tag as stolen by visiting any Service NSW centre.

I found my lost or stolen tag. What do I do?

If you find your tag after reporting it as lost or stolen, please call 13 18 65. If you have been charged a Tag Non-Return fee, this will be re-credited to your account balance.

My vehicle was written off and my E-Toll tag was in the car. What do I do?

If you have lodged a claim through your insurer and you have been charged a Tag Non-Return fee, this can be claimed through your insurer.

My plate number was stolen; what do I do?

You will need to remove the vehicle from your account to stop any unauthorised transactions (trips/ tolls) being charged to you. You can do this online by logging into your account, clicking on 'Vehicles', and deleting the licence plate number.

Alternatively, you can attend your nearest Service NSW centre or call 13 18 65 to have your plate number/vehicle removed from your account.

I have ordered a replacement tag online; what do I do with my old tag?

Return your Tag to:
E-Toll Business Operations
PO BOX 1447
Parramatta NSW 2124

Please wrap the tag in aluminium foil to ensure the tag does not read at any toll points in transit.

If the tag is lost in transit, you may be charged a non-return tag fee of $40 (per tag). Alternatively, you can return your tag within 15 business days to your nearest Centre.

What happens if I do not return my old tag?

Under the Terms and Conditions, the tag remains the property of E-Toll. You may be charged for trips made by another vehicle.

If the old tag is not returned within 15 business days, a non-return tags fee of $40 (per tag) will apply.