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Payments and charges
My credit card is about to expire. What should I do?
You can update your credit card details or your bank account online by logging in to your account and selecting 'update payment details'. Alternatively, you can call 13 18 65.
How do I check my account balance?
You can check your account balance online. Log in to your account and your account balance will be displayed.
Why doesn't my "account balance" add up to match my recent trips/transactions?
Your recent activity and transactions are displayed in chronological order on your account’s overview screen. However, the account balance next to the transaction column represents the date when each transaction was processed. As a result, this balance may appear incorrect. The balance shown in the top right of the overview page will accurately reflects your current balance.
What does the colour of my account balance in the account overview screen mean?
Your account balance is colour coded to reflect the status of your account.
Pre-Paid accounts
- Green – all good – your account has a positive balance
- Amber – your account is in low balance, and you need to make a top-up (see “How do I top-up my account”)
- Black – your account has been suspended and you will receive Toll Notices until you bring your account back into order with a positive balance
Post-Paid accounts
- Green – all good – your account is paid up to date
- Amber – you have an overdue invoice
- Black - your account has been suspended and you will receive Toll Notices until you bring your account back into order and all outstanding invoices have been paid
The status of your account is also shown in the Account ID and status field.
How do I top up my account?
The most convenient way to pay is to set up auto payments. You'll need a valid credit card or bank account details for direct debit.
Automatic payments
To set up auto payments from a credit/debit card or bank account,
- log in to your account,
- select 'update payment details'
- follow the prompts
Make sure your payment details are correct and up to date so your trips are covered.
Manual payments
It’s important to top up before your balance falls below $0. If you travel after your balance runs out, you may receive a toll notice and be charged additional fees.
To top up manually,
- log in to your account,
- select 'top-up account'
- follow the prompts
How do I set up auto payments?
Your account will automatically top-up whenever your balance falls below a specified trigger amount, which has aminimum of $15.
When you set up auto payments, the default trigger amountis $15; however, you can change this to a higher amount. Please note that the top-up trigger must be lower than your current account balance. If you need to set a higher top-up trigger, you will need to make a payment to increase your account balance above the desired trigger amount. The minimum auto top-up amount is $25, however, this can also be changed to a greater amount. To set up auto payments from a credit/debit card or bank account, log in to your account, select 'update payment details' and follow the prompts.
NOTE: If your current automatic payment method is Direct Debit and you wish to increase your top-up or low balance amount, please call 13 18 65.
How do I update my payment details?
To ensure your account stays active, you need to keep your payment details correct and up to date. This allows toll trip payments from your account to be processed correctly.
If your payment details have expired or are not correct, you payment will fail and you may be issued with a toll notice.
You can update the payment details linked to your account online. Log in to your account and select ‘'update payment details'. Alternatively, you can call 13 18 65.
NOTE: You can only update/change your payment details online. If you wish to change your payment mode from Automatic to Manual please call 13 18 65.
How do I check my toll charges?
You can check your toll charges by logging in to your account.
Your transactions can be downloaded in CSV or Excel format.
Please note: You may not be able to view the complete list of toll charges because it may take up to seven days for all charges to be received from toll road operators.
What if I have received a charge that I disagree with?
If you believe you have been incorrectly charged for a toll trip or an account fee, please log in to your account and select 'Enquiry'. Include all relevant information, such as the name of the toll road, the date and time of the trip, and your vehicle details. You can upload supporting documentation with your enquiry.
Alternatively, you can call 13 18 65.
Please note that only the account holder or additional contacts can request a review of a toll charge applied to your account or receive related information to your account. Claims must be lodged within 90 days of receiving your statement.
Viewing statements online
You can view your E-Toll statement online by logging in to your account and click on statements/invoices.
We will also send you an email to let you know your statement has been issued and is ready to view/download.
Standard statement fees and reissue fees
You will not be charged to receive your statement via email. If you choose to have your statement delivered by post, either monthly or quarterly, we will charge your E-Toll account $2.20.
If you would like your statement re-issued the following charges will apply:
- Re-printing of postal statements – $5.50
- Re-sending emailed statements – $2.20
You can make the switch to electronic statements at any time by logging in to your account at myetoll.transport.nsw.gov.au/login.
Please note: Pension card and TPI/DVA gold card holders are exempt from monthly and quarterly postal statement fees. You must attend a Service NSW Service Centre and provide proof of your pension or DVA entitlement to request an exemption.
My statement has a charge listed as ‘ETOLLPayment’. What is this?
This is usually an auto refill or a top-up. If this charge isn’t correct, please call us on 13 18 65 to discuss your E-Toll account.
I don’t recall authorising this charge?
Our system automatically tops up your account in real-time for tolls travelled. If you believe this isn’t the case or you would like to review your account, please call us on 13 18 65.
But I’ve sold this vehicle. Why am I still being charged for trips?
You may still be incur charges for trips if you haven’t removed the licence plate from your E-Toll account. This means that tolls for trips made by the new owner will be charged to your account. You will remain liable for any toll charges until you request the removal of your vehicle from your account.
To remove a vehicle from your account, log in to your account at myetoll.transport.nsw.gov.au/login . If you wish to dispute the charges of the vehicle you have sold, you will need to provide supporting documentations of the sale or the notice of disposal to E-Toll.
How do I query a charge on my account?
If you believe you have been incorrectly charged, please call us before raising a chargeback with your bank. You can contact us on 13 18 65 and we will check your account.
I’ve requested a chargeback with my bank for an E-Toll charge. How long does the chargeback process take?
The chargeback process varies depending on your bank. For more information about the chargeback process, please contact your bank directly.
I’ve lodged a chargeback but have now received an email from the E-Toll customer service team explaining the charges, and it makes sense. What should I do now?
You must contact your bank to withdraw the chargeback dispute immediately otherwise, your account will be debited the disputed amount.
