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What is the "new manual log-on”? What do I need to know?>
It has been possible to pay the truck toll via the new manual log-on system since December 2017. The former Internet Reservation System (IRS) has been replaced by the new online log-on. What's new is that non-registered customers can also log on online. Any internet-capable device can be used.
Furthermore, construction is underway on more than 1,100 next-generation toll terminals intended to supplement mobile log-on methods in the future and that are now replacing the old terminals on a rolling basis. The remaining old toll terminals will be switched off by mid-2018, and log-on will then no longer be possible on these terminals.
Please note that until that time, log-ons made on the first-generation terminals can only be cancelled using these terminals. Log-ons made on the second-generation terminals can only be cancelled on these terminals, online or, starting in spring, via the app.
What are the differences between the old and new toll terminals?>
Approximately 1,100 new toll terminals will be constructed on a rolling basis starting in December 2017 and as such, it should be possible by mid-2018 to log on the toll at the existing as well as the new terminals. All customers, whether they have registered or not, can log on manually at a toll terminal. These are labelled “Toll Collect” and are located at the borders and at selected locations in Germany.
Registered users will also use their access data for the Toll Collect customer portal to log on at the new terminals. This means all registered vehicles and payment methods stored on the customer portal can be used for manual log-on. The vehicle card previously in use will cease to exist.
The log-on procedure at a new terminal is similar to the previously used method. One new feature is that the route calculation takes into consideration vehicle-specific traffic restrictions such as closures or weight restrictions.
In addition to having the receipts sent by email, the customer can also print out all the receipts (including the log-on receipt and, if desired, navigation directions) at a new terminal.
Payment in cash is possible at the old toll terminals and will continue to be possible at up to 800 of the new toll terminals. Moreover, cashless payment with an accepted credit card or fuel card is possible at all terminals, and also with the Paysafecard at the new terminals. Registered customers pay using the saved payment method.
How do I use the online log-on?>
You can access the online log-on by using the "Book a route" button on our website.
Registered customers can log on with their access data for the Toll Collect customer portal. Data saved in the customer portal, such as vehicle data, will therefore be rapidly available for manual log-on. Payment is made using the saved payment method. Unregistered customers can log on either using the log-on account they created or simply online without advance registration.
You have three options for online log-on and log-on at the new toll terminals:
You can use the log-on without previously registering or signing up with Toll Collect.
You create a log-on account. This allows you to save information regarding the vehicles that are frequently logged on manually, as well as frequently travelled routes and up to three payment methods. This makes the log-on process even more efficient and saves you time. You can manage and delete your saved data in the online log-on and also, from spring 2018, using the app. – Please note: Toll Collect does not have access to the access data for log-on accounts. Please keep this information safe.
You will also use your access data for the Toll Collect customer portal for the log-on. Data saved on the customer portal, such as registered vehicle data, will therefore be rapidly available for manual log-on. Payment is made using your selected payment method.
You don't have to register to be able to log on at the old toll terminals. However, the log-on process is quicker for registered customers thanks to their vehicle card.
What should I do if I have forgotten my password?>
Registered customers should go to the “Login” page and click on the “Forgot password” link, then follow the instructions.
Customers with a log-on account can call a customer service representative on 00800 0 2865526
With the new manual log-on, you can log on journeys up to 24 hours before the journey begins.
You can log on up to three days in advance at the first-generation toll terminals.
Can logged-on journeys be cancelled?>
Routes subject to toll can be cancelled if the total logged-on route has not yet been travelled and the time of cancellation is before expiry of the period of validity for the logged-on route. To change the logged-on route, simply cancel the route, then log on the new route.
New manual log-on: The amount to be refunded is refunded to you after the cancellation via the originally used payment method. If a cash payment was used to log on, it is necessary to file a Refund application due to cancellation.
Old manual log-on: The amount to be refunded is refunded to you after the cancellation via the originally used payment method. After cancelling a log-on paid for in cash, you have up to 35 minutes to collect your refund of the cancelled amount at the cash desk; when this occurs, the provisional cancellation changes to a final cancellation.
What happens if have lost my log-on receipt and want to perform a cancellation?>
You do not need the log-on receipt to perform a cancellation. However, you must have the log-on number, the truck data (country of registration and licence plate number), as well as the start time for the logged-on journey.
With the new manual log-on, you can print out all your receipts, download them, have them sent to you via email or have the log-on number sent to your mobile via SMS.
Can I cancel a previously logged-on journey after the period of validity has elapsed?>
After the period of validity of the log-on receipt has elapsed, you can only request reimbursement for the journey from the German Federal Office for Goods Transport (BAG). In doing so, you must demonstrate that it was not possible for you to cancel in advance, and you must submit to the Federal Office for Goods Transport (BAG) your refund request within two months after the end of the period of validity of the log-on receipt or the internet log-on, using the form provided by the Federal Office for Goods Transport (BAG). The form is available online at www.bag.bund.de.
I wanted to cancel a log-on at a toll terminal but it went wrong. What can I do?>
A cancellation may be rejected due to temporary technical faults on the toll terminal. In this case, please submit the “Log-on or Cancellation Complaint” form to us. The amount will then be refunded to you. This applies to all terminal types.
What are my payment options with the new manual log-on?>
With the online log-on, you can pay with a fuel card, credit card or the cash replacement Paysafecard. You can also pay with cash at approximately 800 toll terminals.
How does payment with the Paysafecard work?>
The Paysafecard is an electronic prepaid payment method and serves as a cash replacement. Customers can buy credit via 16-digit PIN codes at presale locations (such as certain petrol stations, post offices and kiosks). The Paysafecard is anonymous, available to anyone, and can be used immediately without customer fees and without use restrictions. Sales points where you can obtain a Paysafecard are listed at www.paysafecard.de.
Can I manage my routes and save the data for frequently travelled routes?>
Yes, if you are a registered customer or an unregistered customer who has created a log-on account, you can save your routes at any time. You can only manage the routes on the app or online, however, not at the toll terminal.
Whom should I consult if I have a problem when logging on?>
If you need help with the log-on or if you have questions about the manual log-on system, simply call a Toll Collect service representative on 00800 0 2865526.
On first-generation toll terminals, please press the button for telephone support located on the terminal.