Modernisation of the 2025 billing system

We are modernising our billing system. With the new system, we can make our services more modern, more accessible and more transparent for you. This will enable us to respond more quickly to your wishes and legal changes in future.

We are expanding our services in the customer portal. Your statements are now accessible and easier to read. The billing content is more clearly structured and more comprehensible. You can view your journeys in full in the customer portal.

The journeys are no longer listed in separate areas:

• In future, you will find "Non-invoiced journeys" and "Journey details" under "Journeys".
• In future, you will find "Invoiced journeys" and "Open invoices" under "Billing documents".

Another new feature will be that unread messages will be labelled with a yellow marker.

In the days before and after the changeover period between 12 September and 14 September 2025, individual functions in the customer portal such as the display of the current statement or the adjustment of personal data may be temporarily unavailable. There may also be other brief restrictions at times, for example when checking your account balance by telephone. We will keep you informed on our website and in the customer portal, apologise for the limited service and thank you for your understanding.

Yes. Your previous invoices and documents will be retained and can be viewed again in the customer portal after the changeover to the new system.

Our customer service team will be happy to help you on 0800 222 26 28 (calls from Germany) and 00800 0 222 26 28 (calls from abroad) and by e-mail at service@toll-collect.de .

As a federal company within the meaning of Directive (EU) 2016/2102, we ensure that our billing documents are accessible in accordance with the provisions of the Federal Disability Equality Act (BGG) and the Barrier-free Information Technology Ordinance (BITV 2.0): The new billing documents have a clearer structure, improved readability and more comprehensible texts. They are also optimised for screen readers ("screen reader": software that enables blind and visually impaired people to access digital content). The interactive PDF documents are also enriched with hyperlinks and bookmarks.

The billing documents have been redesigned. They are more clearly structured and accessible. This means that they can be better read by screen readers ("screen reader", a software programme that enables blind and visually impaired people to access digital content), the font sizes and contrasts have been improved, and they are more clearly structured.

A new column for the cancellation fee has been added to the itemised journey list in CSV format.

Important: Please check whether you need to make any adjustments to your systems as a result.

You will find the billing documents explained under this link: Toll Collect | Toll statement

In addition to the familiar content, the toll statement and the itemised journey list also include credit notes and recalculations (corrections) resulting from complaints. Separate documents are no longer created for this purpose. Tariff parameters that are permanently stored for each vehicle, such as the emission class and the CO2 emission class, are shown separately.

In the PDF format of the itemised journey list, the structure of the columns is retained, but credit notes and recalculations (corrections) from complaints are added within an existing column. In the CSV format, the cancellation fee has its own column. Credit notes and recalculations (corrections) from complaints are integrated directly into the itemised journey list and are no longer created as separate documents.

Any credit balances are automatically offset with the next toll statement and shown accordingly.

A new column for the cancellation fee has been added to the itemised journey list in CSV format.

Important: Please check whether you need to make any adjustments to your systems as a result.

After the changeover, you will be able to access your data and previous statements as usual. You will automatically receive your billing documents in the new layout.

Credit notes and recalculations (corrections) from complaints are integrated and shown directly in the toll statement and the itemised journey list. Separate documents are no longer created for this purpose.

Until the time of the changeover, the costs incurred to date will be settled using the old payment method. We will then charge all subsequent costs via the new payment method set.

In future, you will no longer receive a special toll statement if you change your means of payment.