FASTag FAQs

Frequently Asked Questions

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What is FASTag?

FASTag is a device that employs Radio Frequency Identification (RFID) technology for making toll payments directly from the prepaid account linked to it. It is affixed on the windscreen of your vehicle and enables you to drive through toll plazas, without stopping for cash transactions. The tag has a validity of 5 years and after purchasing, you only need to recharge/ top up the tag as per your requirement.

Once, the tag is scanned, a prepaid account linked to the tag is automatically debited for the corresponding amount. The linked account can be topped up/recharged as required.
 

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What are the benefits & features of using FASTag?

Below listed are the benefits of using FASTag:

  • FASTag is read by the tag reader at the plaza and the toll amount is deducted automatically, no need to carry cash for the toll transactions, saves time.

  • You can do recharge of FASTag wallet account through UPI/Credit Card /Debit Card/Net Banking, by logging into your FASTag account https://fastag.kotak.com/ or through UPI to NETC.RegisteredVehicleNumber@KOTAK.
  • SMS alerts for toll transactions, low balance, etc.
  • Online Portal for customers to access the FASTag account
  • Tag validity of 5 Years
  • KYC customers can recharge maximum of INR 1,00,000.00 whereas Non KYC customers can recharge for INR 10,000.00
  • Missed Call facility for wallet balance on SMS (Missed Call Balance No. 7406575500)
  • The transaction history can be viewed electronically and used as required from the online customer portal

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Which all Toll Plaza are ready for FASTag?

FASTag is presently operational at 773+ toll plazas across national highways, select state highways and parking plazas. More toll plazas will be brought under the FASTag program in the future.
You can see the list of plazas by clicking here

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Can Kotak FASTag be used for making parking payments also?

Presently, Kotak FASTag can be used for making parking payments at GMR Hyderabad International Airport only. We will update on other malls, airports and private parking lots where Kotak FASTag can be used as soon as we receive official announcement from NPCI. 

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I am interested for availing FASTag. How do I get the FASTag for my vehicle?

YYou can apply for a FASTag through below channels:

  • Login to Mobile/Net Banking >> Apply Now >> Apply for FASTag

  • Kotak website - https://kotak.com/fastag >> Click on Apply now >> Proceed to enter details
  • Kotak Bank Branches

For more details please click https://www.kotak.com/fastag

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What are the documents needed to apply for FASTag?

You will need to carry original as well as copy of your KYC document
You need to submit the following documents along with the application for FASTag:

a.    Registration Certificate (RC) of the vehicle.
b.    Passport size photograph of the vehicle owner
c.    KYC documents as per the category of the vehicle owner:

Individual

a.    ID proof and Address proof from the list mentioned, and 1 passport size photograph
b.    PAN Card
c.    A valid driving license

Corporate

a.    Public Ltd./ Private Ltd./ Partnership Proprietorship
b.    Certificate of Incorporation/ Partnership Deed/Registration certificate of the firm PAN Card of Proprietor
c.    PAN Card of the corporate Address Proof of the Proprietor
d.    Photo ID of signing authority Shop Act or other Firm Proof
e.    List of Directors with addresses/Name and addresses of Partners

Our representative will provide you an application form, which you need fill and submit.

All required documents for FASTag should be in the name of the owner of the vehicle. If car owner is not present at the time of application, driver will need to submit his photo ID proof.
 

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If the vehicle is new & does not have registration certificate how can I apply for FASTag?

In case registration certificate is not issued, you can still get FASTag basis VIN (Vehicle Identification Number) also known as Chassis Number.

You can mention the Chassis number and apply for FASTag. However within 90 days of registration you will have to submit the RC copy to the Bank to update the Vehicle Number in your records.

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What are the charges for FASTag ?

FASTag has a onetime Fee of Rs. 100 including GST). Presently we are offering Fastag with zero issuance fee.

Please visit our website

https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/fee-and-charges.html for the latest changes.

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Are there any other charges applicable like convenience fees etc.?

There may be additional charges associated with recharging the FASTag account through different channels. There is no convenience fee on recharge through UPI/BillPay.

Note: Convenience fee is levied against transaction processing fees

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I have two vehicles, can I use one FASTag for two vehicles?

You will need to take two separate FASTags for the two vehicles. You can mention both vehicle numbers at the time of FASTag application and get FASTag for both. In case you want to apply later for additional Tag for your 2nd/3rd vehicle, you can apply from Add Tag feature available on FASTag Customer Portal

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Do I need to use any specific lane at the toll plaza for FASTag?

Yes, you need to use the lanes demarcated only for FASTag users. Only FASTag marked lanes have the required RFID infrastructure installed to read FASTag. 

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Is there any discount/cashback on toll payments using FASTag?

Presently there is no discount/cashback on toll payments using FASTag for FY 20-21.  Note - Cash back communication received from IHMCL/ NHAI and it is subject to change from time to time

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When & where will my FASTag be delivered?

Your FASTag will be delivered within 5 working days to the registered address updated with us.

Address of delivery:

  • For Existing customers: Communication address displayed on portal when applying for FASTag
  • For New to Bank Customers: Communication address entered by customer while applying for FASTag.

To know the delivery status of your FASTag, please get in touch with our Customer Care Numbers as below:

Address of delivery:

  • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 Toll Free (Car / Jeep / Van)
  • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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Is FASTag working on all State Highway tolls

FASTag can be used on all toll plazas where it has been implemented. You can check the list of FASTag enabled Plazas by clicking 

https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/active-toll-plazas.html 

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I reside within 10 km of a particular toll plaza. Do I need to take FASTag to get the concessions available for local vehicles?

You will need to submit your documents to the concessionaire validating your residence within 10km of a particular plaza. Once it is verified, you may avail the concession on the FASTag assigned to your vehicle.

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What are the helpline numbers for FASTag?

Please find below the Customer Care Numbers:

  • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 Toll Free (Car / Jeep / Van)
  • For Corporate customers - Please contact the Customer Care Number printed on your FASTag

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What if the Tag received is damaged how can I replace the tag?

Request you to please call our Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) or send a mail to fastag.support@kotak.com from your registered mail id and place a request for Tag replacement.

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How can I check my FASTag status?

You may login to FASTag Customer Portal www.kotak.com/fastag to check your FASTag Status. You can also contact the Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free).  You will also receive an SMS alert as soon as the Tag is put in to Low Balance/Active and also before marking the wallet inactive.

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What happens if the Fastag is dispatched however not received.?

Two attempts are made by the bank to deliver the Fastag to the customer, in case the delivery fails on both attempts the Fastag will be returned to its origin. To recall the tag please call Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) or send a mail to fastag.support@kotak.com 

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What is the government mandate for FASTag?

It simply means that from 01st January 2020 onwards all the lanes at National Highway toll plaza will be declared as dedicated FASTag Lane and FASTag will be mandatory to cross the Toll Plaza. Non -FASTag users will be charged double the fee if they pass through FASTag lanes.

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What is National Electronic Toll Collection?

National Electronic Toll Collection (NETC) system enables the customer to make the electronic payment at NETC enabled toll plaza on the highway without stopping at the toll using RFID technology. For more details please click https://www.npci.org.in/netc

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What will happen to my FASTag if I relocate to another city?

FASTag will work on all the enabled toll plazas across the country. In case you are shifting to a different city or changing your current address, you are requested to kindly update the new address with bank.

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What is normal minimum distance between two adjacent Toll Plazas?

As per the fee rules 2008, the spacing between two adjacent toll plazas should be 60 km.

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Why FASTag is mandatory if some toll plazas still don't have separate FASTag lane?

It is digital initiative of Govt. of India where all the National Highway toll plazas are mandated to have FASTag lane. In case any plaza is not having the FASTag lane or not accepting payments via FASTag please call on 1033 and register your complaint.

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How would I know that the correct user fee has been deducted from my FASTag account?

You will receive an SMS alert on your registered mobile number, each time balance is deducted from your FASTag account.

To check your balance in tag account you may refer the steps below:

  • You may login to FASTag Customer Portal https://fastag.kotak.com/ with your credentials to check your account balance.
  • You may call our Customer Care Numbers to know your balance.
  • Missed Call Facility for Kotak FASTag Users : Give a miss call to 7406575500 from your registered mobile number to know your Kotak FASTag wallet balance.

The wallet balance can be used by any vehicle linked to the wallet.

If you have a Car / Jeep / Van then please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free). In case you have any other vehicle, please reach out to us on the Customer Care Number mentioned on your tag.

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How would I know that the correct user fee has been deducted from my FASTag account?

You will receive an SMS alert on your registered mobile number, each time balance is deducted from your FASTag account.

To check your balance in tag account you may refer the steps below:

  • You may login to FASTag Customer Portal https://fastag.kotak.com/ with your credentials to check your account balance.
  • You may call our Customer Care Numbers to know your balance.
  • Missed Call Facility for Kotak FASTag Users : Give a miss call to 7406575500 from your registered mobile number to know your Kotak FASTag wallet balance.

The wallet balance can be used by any vehicle linked to the wallet.

If you have a Car / Jeep / Van then please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free). In case you have any other vehicle, please reach out to us on the Customer Care Number mentioned on your tag.

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How would I report an incorrect/double deduction and how will I get back the same?

You can report incorrect deduction to the Customer Care Number @ 1860 266 6888 (local call charges apply) / 1800 3006 9090 (Toll Free) or through the Fastag Customer Portal https://fastag.kotak.com/. We will review your request and if found correct, we will refund the incorrect deduction.

  • TAT for chargeback: within 35 days from the date of transaction the dispute need to be raised with the necessary document (Clearly visible scan copy of RC, Vehicle Image).
    The charge back settlement TAT is 20 days.
  • Once the chargeback TAT is over, the dispute will be raised in good faith basis. Acquiring bank can accept or decline such cases without providing any documents & there are no further rights on it. There is no any specific time limit for settlement for good faith charge back.

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How would I pay if the ETC equipment at Toll plaza are not working?

In case ETC equipment is not working and your FASTag account is having sufficient balance, please pay the toll fee in cash at the plaza. Additionally, please call on 1033 toll-free number and register the complaint on centralize call center set up by NHAI (Gov. of India) about the issue at the toll plaza.

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I have FASTag and also balance amount, but I could not go through ETC lane. How do I get my FASTag checked whether balance is deducted or not?

You can check this by login into your FASTag Customer Portal https://fastag.kotak.com/  and check the statement or raise a request regarding the same by calling our Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) or email us on fastag.support@kotak.com

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How do I know whether my FASTag is active or not?

You can check this by login into your FASTag Customer Portal account https://fastag.kotak.com/   and  check the status of the Tag or you can raise a request regarding the same by calling our Customer Care Number 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free)

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I need to know can I avail a monthly pass for FASTag?

The monthly pass facility is specific to each toll plaza. You can avail Monthly Pass Facility on NHAI website.

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What do I have to do if I have lost/ damaged my RFID Tag? What will happen to the account balance?

Please call our Customer Care Number 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) or send a mail to fastag.support@kotak.com  from your registered mail id for replacement of the FASTag. Your wallet balance will remain the same and the new tag will be linked to your wallet.

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When will my FASTag go into Low Balance?

A threshold /minimum amount is maintained for our FASTag wallet and if the balance in your wallet goes below the assigned amount the tag account goes into Low balance. Due to low balance you would be unable to pass through the Toll Plaza using the FASTag.  

Hence, you need to recharge your Kotak Fastag Account. For more details please click https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag.html 

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How do I Hotlist/block my FASTag account?

You can call our Customer Care Numbers on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance. 

For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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In case of harassment/ misconduct/ discourteous/ rude behavior of toll collection staff, what should we do?

In case of such a scenario, a complaint is to be lodged with respective Project Directors at the toll plaza. Further, the incident may be reported at etc.nodal@ihmcl.com  or call on toll free number 1033

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Why am I not able to pass through Toll Plaza?

Sorry that you faced this issue! This may occur due to several reasons.

  • If Tag is in low balance, vehicle will not be able to pass through Toll Plaza. Please note the error message shown at the toll plaza.
  • Please check if the tag didn't work only at this toll or at any toll.
  • Take the name of the toll plaza where the tag didn't work.
  • Please get in touch with IHMCL toll free number at 1033 or our Customer Care Number at 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance.

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What if the Toll Transaction amount is paid through Cash still the transaction is debited from my FASTAG account?

You should immediately contact the Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) and keep the receipt of cash payment handy to provide the necessary details or send a mail to fastag.support@kotak.com  with cash receipt copy attachment.

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What if I get error while applying for FASTag online?

Based on the PPI guideline and Banks internal policy FASTag is issued by Bank to Resident Individuals. Please get in touch with our Customer Care Number at 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance.

  • Fastag cannot be issued to NR customer.
  • Corporate and AUS Signatory, Karta/HUF CRN cannot apply for Fastag through Self Registration (online) journey. In case these customers wish to apply for the tag they will need to input their Individual CRN at the time of registration.
  • Fastag cannot be issued to Minor customer
  • Customer with minimum KYC accounts cannot apply through the online journey process unless the account is converted to a full KYC account.
  • System will not allow if the customer has PPI wallet, Small Account, 811 OTP account with Kotak Bank

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Where will I get all the toll transaction details performed from my FASTag?

You will get all the toll transaction details along with the amount debited in the Kotak FASTag Customer Portal i.e. www.kotak.com/fastag by clicking in to Portal Login.

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Is there any minimum or maximum value for such recharge/top up?

You can recharge the FASTag account in the denomination of 100 rupees and the maximum amount of recharge is decided basis on the type of vehicle & account linked to FASTag. 

A Full KYC customer can recharge to a maximum of Rs.1,00,000.00 whereas a Minimum KYC customer can recharge for Rs.10,000.00. 

To know more about the same please call our Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance

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Why the FASTag user fees (toll) rate is different at two Toll Plazas?

User fees on a particular toll plaza is based on this distance of the road and type of highways i.e. National Highway, State Highway and Express Highway. Hence, the toll rates may vary under such circumstances.

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My FASTag recharge got failed, but amount got deducted from my account, what to do?

Do not worry! Please report it to Fastag.Support@kotak.com or call our Customer Care Numbers. You will get the SMS alerts on the number registered in your FASTag account. In case you wish to edit or change your number for FASTag then please get in touch with us on our Customer Care Numbers below: 

  • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van)
  • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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Where I will get my login credentials of the FASTag account?

Your FASTag account login details would be your registered Mobile number and Password which would be sent to you on your registered email id. 

If you have a Car / Jeep / Van then please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance. 

In case you have any other vehicle, please call the call center number mentioned on your tag.

  • For First time login - Visit https://fastag.kotak.com/. Users that login for the first time will be prompted to change their password. Use the PIN (that you have received through email/sms) as old password to generate your new password. In case the received PIN is not handy, you can click on ‘Forgot Password’ and on the First Time Password Change screen input the OTP received as Old Password.
  • Subsequent Login : User can login with the Password set for your account or using the Get OTP functionality

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    How I will come to know if my account is debited for toll transactions?

    Once you have paid through FASTag, you will get an SMS mentioning Toll Name, Transaction Date, Transaction Amount and Available Balance in FASTag account. 

    To check your balance in tag account you may refer the details below:

    If you have a Car / Jeep / Van then please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance. 

    • You receive SMS notifications from bank for each FASTag transaction
    • You can log on to FASTag Customer Portal to check your account balance and transactions
    • Now you can get your wallet balance just by giving missed to 7406575500.

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    How to obtain FASTag for Army Officers who are exempted from Toll Tax?

    You need to check and apply from NHAI website for the same

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    I am a handicapped person who has a car, what should I do to get a FASTag?

    You need to check and apply from NHAI website for the same

    What is the meaning of Blacklisted FASTag?

    A blacklist of Tag means vehicle is not allowed to pay through FASTag at the toll plaza. There are various reasons of blacklisting of Tag, i.e. Tag is not having sufficient balance in his FASTag account. 

    • In such cases you can call the customer call center number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) and get the reason of blacklist. To avoid Blacklisting of tag, you should recharge your Tag when you gets the alert of low balance from the bank.
    • Also FASTag can be blacklisted by the law enforcement agencies due to any rule violation complaint register against the vehicle. In such cases the enforcement agencies request issuer or acquirer to add the tag id the in the blacklist.

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    I have received FASTag however it is still not activated, why?

    The Tag issued by bank is pre-activated with amount paid by customer at the time of buying the Tag. In case your FASTag is not working post affixing on your vehicle at toll plaza, then you need to call on our Customer Care Number and register complaint with bank. 

    Please find below the Customer Care Numbers:

    • For Individual customers - Please call 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) ( Car / Jeep / Van ) Purple Color Tag for Vehicle class 4 (VC4)
    • For Corporate customers - Please call on the call center number printed on your FASTag.

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    How return journey is calculated through FASTag?

    Return journey toll fare rules are configured at toll plaza acquiring bank system and acquiring bank is responsible to calculate return journey benefit on the basis of Plaza fare rules and transaction time.

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    What is my UPI ID for reloading of FASTag?

    Your UPI ID of FASTag is NETC.VehicleRegistrationNumber@kotak . For e.g. Vehicle Registration number is MH04BB1234 and issuer bank is Kotak Bank then UPI ID will be netc.MH04BB1234@Kotak.

  • You should get the UPI ID validated with your bank before recharging FASTag through UPI. Recharge can be done through UPI/ Internet Banking/ Credit Card/ Debit Card by logging into the FASTag Customer Portal.
  • Just login to the portal https://fastag.kotak.com/ using the credentials and load fund from any of the source mentioned above to your FASTag account. Or do a UPI to netc.RegisteredVehicleNumber@kotak from any UPI app like Google Pay/ PhonePe/ Amazon/ Kotak Bank Mobile App etc.

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    Do I get any interest on Security deposit?

    No, there is no interest given on any balance customer keeps in Wallet (Balance or Security deposit)

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    Why FASTag is mandatory if some toll plazas still don't have separate FASTag lane?

    That's a good question! It is digital initiative of Government of India where all the National Highway toll plazas are mandated to have FASTag lane. In case any plaza is not having the FASTag lane or not accepting the FASTag please call on 1033 and register your complaint.

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    If the FASTag customer care number 1033 is not working what is the alternate option?

    You can call on our Customer Care Numbers. If you have a Car / Jeep / Van then please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van) Purple Color Tag for Vehicle class 4 (VC4). 

    In case you have any other vehicle, please reach out to us on the Customer Care Number mentioned on your tag and register your complaint or mail at nodal@ihmcl.com

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    Why is there a Security Deposit in Fastag?

    Security Deposit is taken by Bank against the Tag issued to the customer. In case customer defaults in payment, banks can adjust the dues from Security deposit. For details on Fees and Charges please click https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/fee-and-charges.html

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    Security deposit is at wallet level or tag level?

    Security deposit is for each tag and it is not the part of your wallet balance, it is a refundable amount when the tag is surrendered

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    Why do different banks charge different security deposits for FASTag?

    Security Deposit is decided by Banks and it will vary basis vehicle class and bank policies. For details on Fees and Charges please click https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/fee-and-charges.html

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    How do I activate auto debit facility from my bank account for FASTag?

    Auto debit feature is not available for Personal/Consumer Vehicle Customers .To know about auto debit activation for FASTag, please call on our Customer Care Numbers 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance

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    Can I transfer balance from one FASTag wallet to another?

    Wallet to wallet transfer is not allowed.

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    Can I get refund of my balance if I close my Fastag account?

    Yes, post closure of wallet, the closure proceeds will be transferred to your preferred account given while requesting the closure.

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    How does one ensure that the tag has a minimum balance?

    Threshold Amount is the minimum amount that you need to maintain in your FASTag account, you can check the amount on link https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/fee-and-charges.html

    To check your balance in tag account you may refer the details below:

    • You receive SMS notifications from bank for each FASTag transaction
    • You can log on to FASTag Customer Portal to check your account balance. To login please click https://fastag.kotak.com/
    • You can also call on contact center number; please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van) Purple Color Tag for Vehicle class 4 (VC4).
    • In case you have any other vehicle, please reach out to us the call center number mentioned on your tag and register your complaint or mail at nodal@ihmcl.com

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    How can I check my FASTag balance?

    Oh, that is simple! To check your balance in FASTag account you may refer the steps below:

    • You may login to FASTag Customer Portal www.kotak.com/fastag with your credentials to check your account balance.
    • Give a miss call to 7406575500 from your registered mobile number to know your Kotak FASTag wallet balance. The wallet balance can be used by any vehicle linked to the wallet.

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    How to recharge/reload my tag account & how much time does it take to reflect the amount in my FASTag account?

    You may recharge your account linked to the FASTag very easily through UPI/Internet banking/credit card/debit card using the FASTag Customer Portal and its real time. The moment you recharge your FASTag account, the amount will be credited to your FASTag account wallet. For more details please visit our website 

    https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/know more/How to Recharge.html

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    Which color tag will I get for my vehicle?

    For Individual vehicles (VC4) Car / Jeep / Van the colour is Violet. There are different colour codes for different vehicle classes.       

    Please click https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/fee-and-charges.html to check the list for the same

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    On which number will I receive the SMS alerts regarding FASTag transactions?

    You will get the SMS alerts on the number that you have registered while applying for FASTag. In case you wish to edit or change your number for FASTag then please get in touch with us on our Customer Care Numbers as mentioned below:

    • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van)
    • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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    What if the FASTag is not read at the toll plaza?

    The below given are the scenarios and their possible solutions:

    • In case the tag reader of the plaza is not working, you may pay the toll charges in cash and pass through the toll plaza.
    • In case, the tag is not pasted correctly on the vehicle or not readable by the reader at the toll plaza, wherein the other vehicle tags are easily being read by the toll plaza:
      • You may request the toll plaza owner to use the hand handled device to read the tag and pass through the toll plaza.
      • You may pay the toll in cash and pass through.
      • After that, please approach the issuer bank and inform the issue by calling the customer care or write-in to fastag.support@kotak.com

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    What if my FASTag is not working at the toll plaza?

    In case FASTag is not acceptable at the toll plaza, the Customer should call on the 1033 toll-free number and register the complaint about the same. 1033 call center is set up by NHAI (Govt. of India) for all road assistance to the highway user which includes FASTag as well. 

    You can also contact the Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free). For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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    Why are the toll rates different for different vehicle categories?

    This categorization is primarily based on the size and load they carry and damage done to the road and type of use (commercial/personnel) of a vehicle.

    How do I stick my FASTag on my car?

    Now that you have got your own FASTag, you need to fix it in your car or vehicle to start using it through the toll plazas. Here are few simple guidelines to fix your FASTag, as given by the National Highways Authority of India (NHAI).  

    • Remove the adhesive liner from the sticker.
    • Install on the top middle of the windshield, below to the rear view mirror.
    • Press the sticker gently on the windshield, but do not press hard as it may get damaged due to excessive pressure.
    • Always keep the adhesive side facing outside.

    Please note:

    • Once the FASTag sticker is pasted, do not try to remove it or reposition it. The FASTag is designed in such a way, that when it is removed or repositioned, it will no longer work, as the RFID gets damaged.
    • Do not paste the FASTag on a dirty/wet glass surface.
    • Do not use a cello tape or any supplementary adhesive to fix the FASTag, as it may prevent the RFID sensors from reading the FASTag properly.
    • If the original adhesive is insufficient, return the FASTag and get a new one.

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    Why did I not receive an SMS alert after paying for FASTag?

    Do not worry! Please report it to Fastag.Support@Kotak.com or call on our Customer Care Numbers. You will get the SMS Alerts on the number that you have registered while applying for FASTag. In case you wish to edit or change your number for FASTag, please get in touch with us on our Helpline number. The Customer Care numbers are provided below:

    • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van)
    • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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    What should I do if I am not able to login to my FASTag account?

    We are sorry that you have to face this issue. If you are unable to login to your FASTag account, then please report it to Fastag.Support@Kotak.com or call on our Customer Care Number:

    • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van)
    • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.
      • For First time login - Users that login for the first time will be prompted to change their password. Use the PIN (that you have received through email/sms) as old password to generate your new password. In case the received PIN is not handy, you can click on ‘Forgot Password’ and on the First Time Password Change screen input the OTP received as Old Password.
      • Subsequent Login : User can login with the Password set for your account or using the Get OTP functionality

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    In case of any rejection of my application / delay in receiving FASTag - with whom I can touch base with?

    Do not worry! Please report it to Fastag.Support@Kotak.com or call on our Customer Care Numbers.

    • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van)
    • For Corporate customers - Please contact the Customer Care Number printed on your FASTag.

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    What should I do if I receive intimation related to marking Wallet inactive?

    As per regulator wallets with no transaction for consecutive 12 months will be marked inactive, hence you are requested to keep the Tag active. In case your wallet gets inactive due to non-usage you can activate the same by doing a recharge. You can also activate the wallet by clicking on active tab available in FASTag Customer Portal or by calling Customer Care Number available on your FASTag.

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    I have a new vehicle fitted with RFID Tag. How to get it activated?

    We are exploring ways to use these tags for ETC, however it will require some new technical development. It will also be subject to tag being in proper condition without any damage or tampering.

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    Can I buy Kotak Bank FASTag even if I don’t want to open my savings/current account with Kotak Mahindra Bank?

    Yes of course you can, you may contact our Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) for assistance. You can also visit our website https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag.html>>Apply Now

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    Do I need to individually recharge all my vehicle tags as I am into fleet business and have many vehicles?

    One wallet can have multiple vehicles hence corporate needs to load only one master account/wallet through online and all vehicles under one wallet can use the balance available in it.

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    Do I need to individually recharge all my vehicle tags as I am into fleet business and have many vehicles?

    One wallet can have multiple vehicles hence corporate needs to load only one master account/wallet through online and all vehicles under one wallet can use the balance available in it.

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    How do I get residual balance from the wallet to my savings/current account?

    There is no provision to get the wallet balance transferred to any bank account however if you choose to close the FASTag account then the closure proceeds will be transferred to your preferred account given while requesting the closure/surrender of tag/wallet

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    For a corporate - how many staff can get access of the Corporate Portal?

    Each corporate will have one login credential

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    Can I generate bulk statements for all FASTag's purchased by me?

    You can generate statements/reports by logging into your FASTag Customer Portal

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    Will newly/additional FASTag purchased by me get automatically reflected in my FASTag customer portal?

    Any Tag issued and activated to wallet will become a part of your FASTag Customer portal

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    Can the Tags purchased earlier be used?

    Only RFID Tag purchased earlier may be used, in case of any problems, please contact the PoS of issuer Agency. Any other type of Tag will not work on FASTag lanes.

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    What if I sell/ transfer my car?

    In case you have sold or transferred your vehicle, we would request you to inform the same to bank and close the Tag/Wallet

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    What is NETC?

    National Electronic Toll Collection (NETC) system enables the customer to make the electronic payment using RFID technology at NETC enabled toll plaza on the highway without stopping at the toll.

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    What is the Turnaround Time for critical activities?

    Activity Turn Around Time
    FASTag delivery at your doorstep 5 working days
    Recharge Through - UPI, Debit / Credit Card, Net banking Instant
    Recharge through - NEFT / RTGS 1 working day
    Vehicle Registration Number update
    (In case the tag in registered with Chassis Number or Invoice Copy)    		 3 working days
    Statement & Reports Instant (through Fastag Online Customer Portal)
    Tag/Wallet Closure and Refund 12 working days
    Settlement of Dispute/Charge Back 10 days

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    How do I update my Vehicle Number in the system for Fastag?

    To check the process of updating the vehicle number with our Bank, please call our Customer Care Numbers as below;

    • For Individual customers - please call on 1860 2666 888 (local call charges applicable) / 1800 3006 9090 (Toll Free) (Car / Jeep / Van )
    • For Corporate customers - Please contact the Customer Care Number printed on your FASTag or write to fastag.support@kotak.com from your registered email id along with your registered mobile number, VRN, and RC copy with the VRN to be updated

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    Which are the roads where the tag can be used?

    FASTag is accepted at 773+ toll plazas on National & State Highways across the country. New toll plazas are getting added every month, you can see the list of active toll plazas by clicking https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/active-toll-plazas.html

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    How I will know whether FASTag is accepted at a particular toll plaza?

    FASTag is accepted at 773+ toll plazas on National & State Highways across the country. FASTag enabled toll plazas are having hoarding before 500 meters of the plaza and lanes at the plaza are having FASTag signage and boards which is easily visible from the distance. 

    Customers also can ask the toll booth person for paying through FASTag. You can see the list of active toll plazas by clicking https://www.kotak.com/en/personal-banking/cards/prepaid-card/fastag/active-toll-plazas.html

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    Why full user fee (toll) is to be paid although we travel a small length on the project road?

    In India, the tolling is generally under the open system, whereby fee payable is a fixed amount based on the length of stretch under one project which is normally 60 kilometers. If a stretch is of lesser length, user fee of actual length only is collected.

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    I was forced to pay by cash at the toll plaza, though I am having sufficient balance in FASTag?

    You will need call on the 1033 toll free number and register the complaint for the same. 1033 call center number is set up by NHAI (Govt. of India) for all road assistance to the highway user which includes FASTag as well.

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    Is NETC Tag for Mumbai Bandra- Worli Sea link RFID tag and FASTag is same tag or different tag?

    Both are different tags. The Mumbai Bandra –Worli Sea link ETC Tag is different than FASTag and same cannot be used on National Highway Toll Plazas, however you can use FASTag on the Bandra Worli sea-link, Dahisar, Vashi etc... 

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    I did not have enough amount in FASTag account to pass the toll plaza. Can I pass the toll Plaza in this scenario?

    You will be allowed to pass through the 1st Toll plaza of your journey, later for the next toll plaza the tag status will be shown under low balance. So, either you have to recharge the FASTag account or pay in cash while passing the Toll Plaza.

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