Questions and answers about the TollNow app

To do this, click on the "Registration number" field on the start page. A registration number list will appear showing all the vehicles registered for your account. Once you have selected a registration number, you can adjust the weight class and number of axles if required.

Please note:

The app will only allow selection of values that are higher than those stored in the customer portal.

If the vehicle you require is not included in the vehicle list, please check in the customer portal whether the vehicle registration has been completed. If you cannot find a vehicle that is already registered in the list, please contact the service hotline.

• For calls from Germany: 0800 222 26 28 *
• Calls from abroad: 00800 0 222 26 28 *

*free, mobile call costs may vary

Toll collection with TollNow continues to run in the background as long as the following conditions are met:

• the app is not closed and
• a GPS signal is available.

If toll collection is impaired, you will receive a message informing you of the problem.

Please note:

To ensure that the toll is collected reliably, we recommend running the TollNow app in the foreground, i.e. having the app actively shown on the display, and

• not closing the app,
• not returning to the smartphone or tablet home screen,
• and not opening any other apps.

Toll Collect requires access to location data to ensure reliable toll collection. At the start of and throughout the TollNow journey, access to location data must be enabled by the user without exception.

Toll collection is still guaranteed in the event of brief interruptions to the internet connection. If the interruption lasts too long and toll collection via TollNow is no longer guaranteed, you will receive a notification.

Please note:

Increase the volume of your device so that you can hear notifications. This ensures that any interruptions to toll collection will not go unnoticed.

The journey you have started is not automatically terminated when you cross the border, but remains active.

TollNow does not charge tolls abroad. Toll collection will continue on the return to Germany.

If there is no return to Germany and the journey is not ended manually, it will be automatically ended and billed by Toll Collect after 24 hours at the latest.

No, the Toll2Go service only works with an OBU from Toll Collect.

Every toll journey must be ended manually by the driver.

If you activate the "Movement & Fitness" function for TollNow in the settings, the app can remind you, if it recognises that you have left the vehicle and are travelling on foot. However, this is only a supporting function and is not guaranteed to offer a reminder to end the journey manually.

Please note:

If you forget to end your journey, tolls will continue to be charged on toll roads, even if you are travelling in another vehicle.

The TollNow app is constantly being developed. It may therefore be necessary to update to a new version. In this case, you will receive a message in the app.

Please note:

We recommend that you activate automatic updates in your iPhone/iPad settings. If this setting is not activated, a manual update via the App Store is required.

First check whether your smartphone/tablet fulfils the requirements and whether you have granted all the necessary permissions:

• Company and vehicles are registered with Toll Collect.
• Access to the mobile phone network
• iPhone or iPad with a data plan
• Apple iPhones and iPads with the two latest versions of the operating system
• Permission for precise location tracking by TollNow (permanent/always)
• Permission to display notifications via TollNow

Please restart the app first. It may be necessary to restart your smartphone/tablet. If the problem persists, please contact the Toll Collect service hotline.

In the meantime, please use log-on in advance for toll collection.

A journey can only be started when the vehicle is stationary. If the journey cannot be started, there may be various reasons for this. Follow the instructions in the app and click on the relevant warnings and notes to obtain detailed information.

Please note:

A new journey cannot be started while the vehicle is moving. Toll collection in TollNow can only be started when the vehicle is stationary. If it is still not possible to start the journey, please contact the service hotline.

If the battery level is low (< 20 per cent), you will receive a warning in the app. If the battery level continues to fall, the TollNow journey you have started is automatically ended. If you are still travelling on a toll road, you must ensure that the toll is collected. Connect the smartphone/tablet to a power source and start a new journey. If this is not possible, please switch to log-on in advance.

Log-on in advance

We recommend connecting the smartphone/tablet to a power source while using the app to prevent unplanned journey interruptions.

To reactivate toll collection, you must first stop. A journey can only be started when the vehicle is stationary. Restart the app. You must then start a new journey in the app.

If starting the app or a new journey does not work, please contact the Toll Collect service hotline. Please use log-on in advance if you are still travelling on a toll road.

Log-on in advance

Please note:

If the app crashes, the toll collection is ended and a new journey must be started in the app. This is only possible when the vehicle is stationary. This means that the toll is not collected twice.

Please help us to improve TollNow by sending your feedback using the convenient feedback button in the app. We really appreciate it!

Closing the app ends the toll collection. To reactivate it, you must first stop the vehicle, re-open the app, and start a new journey.

You can reach us Monday to Friday from 7am to 7pm at 0800 222 26 28 (Germany) and 00800 0 222 26 28 (abroad). Please always have your customer number ready for telephone enquiries.

In addition, you can use the contact form for written enquiries or contact service@toll-collect.de directly. Please note that it may take a few days to respond to written enquiries.

If you have problems with the TollNow app outside service hours, please use log-on in advance for toll collection.

Log-on in advance

Like an OBU, the TollNow app automatically records the toll during the journey. This is done by using location data, mobile communications and declared vehicle parameters, such as weight class and number of axles.

At the end of the journey, the app displays an overview of the toll charged. You can subsequently view and download this overview via the "Journey overview" menu option. The booking status of a journey may be provisional if the data transfer or tariffing has not yet been completed.

You can view individual journey statements and the monthly toll statement in the Toll Collect customer portal.

Please contact our service hotline if you have any questions about toll billing. You are also welcome to use the "Complaint: toll statement" form from the Download Centre.