FASTag FAQs - Kotak Mahindra Bank

Frequently Asked Questions

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What is FASTag?

FASTag is a device that uses Radio Frequency Identification (RFID) technology for making toll payments directly from a prepaid account linked to it. It is affixed on the windscreen of a vehicle. It enables user to drive through toll plazas without stopping for cash transactions. FASTag has a validity of 5 years and needs to be Recharged / Top-up as per transaction 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 of using FASTag?

The following are the benefits of using a FASTag:

  1. FASTag is an electronic toll collection system, operated by the NHAI. It consists of a sticker with RFID that gets read by the tag reader at the plaza and the toll amount gets deducted automatically for the linked wallet. This replaces cash transactions thus saving on time taken to exchange cash. 
  2. FASTag is now a mode of payment at select parking lots across the country.  This results in quicker payments at parking lots.

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Which all Toll Plazas accept 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                                                                                          

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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 select locations. To know the parking location accepting FASTag for parking payments, click here

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

You can apply for a FASTag through below channels:

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

For more details please click here

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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 ?

Total cost of a FASTag is Rs.300, which includes a onetime Issuance Fee of Rs.100 + GST, Rs.100 First time wallet load balance and Rs.100 security deposit which will be refundable at time of FASTag cancellation. 

 

Please visit our website to know more.

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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:

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

To track the delivery status of your FASTag, please get in touch with our Customer Care Numbers 1860 2666 888 (local call charges applicable) / 1800 3006 9090 Toll Free ( Car / Jeep / Van )

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.

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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 at local toll plaza for validating your residence within 10km of the 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?

You can submit a FASTag replacement request by following the steps below:

1. Login to the Kotak FASTag portal - https://fastag.kotak.com

2. Enter User ID - Registered Mobile Number and Password

3. Click On Complaint >> New complaint >> General Complaint >> Complaint  >> Damaged/Missing Tag in courier packet received. Mention Reason for replacement.

OR

Send mail to [email protected] from your registered mail id for replacement of the FASTag.

OR

You may call our Customer Care Numbers to register the request.

Note - Your wallet balance will remain the same post replacement, the new tag will be linked to your existing wallet.

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How can I check my FASTag status?

To check the status of your Tag, login to the Kotak FASTag Portal  https://fastag.kotak.com/ with your User Id .

Or Call Kotak FASTag Customer Care Number on 1860 2666 888 (local call charges applicable) / 1800 3006 9090  (Toll Free) for further assistance. 

 

1) If your FASTag status is in 'Low Balance ', please recharge your FASTag. Click here to know more about the Recharge options

2) If your Tag status is 'Low Balance'  due to Non Usage for more than 12 months

          a) You can activate your FASTag with a Recharge

          b) E-mail a Tag Reactivation request to [email protected]

          c) Visit www.fastag.kotak.com and click on "Reactivate" tab

3) If your Tag status is 'Low Balance' due to 'Vehicle Number not updated', the Vehicle Registration Details are not updated in our system. Please login to Kotak FASTag portal and update details.  

4) If your FASTag is active but not transacting at a particular toll plaza, please get in touch with IHMCL toll free number 1033 for assistance.

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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 Kotak Bank Head Office. 

 

The Returned tags are kept on hold for 45 days, in case there no recall / request by the customer tag will be destroyed post completion of 45 days.

To recall the FASTag please call our Customer Care Number

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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?

The FASTag will work at all the FASTag enabled toll plazas and you can travel seamlessly across the country without any change in the FASTag. 

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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?

For every transaction at a toll plaza, you will receive an SMS alert on your registered mobile number about the balance deducted from your FASTag wallet.

There are 3 ways to check your FASTag wallet balance:

  1. Give a miss call to 7406575500 from your registered mobile number
  2. Login to the Kotak FASTag Customer Portal https://fastag.kotak.com with your User Id to check balance
  3. Call our Customer Care Number 1800 3006 9090 to know the balance

Note - The wallet balance can be used by all the vehicles linked to the wallet.

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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 through the FASTag Customer Portal, log in to the Kotak FASTag portal https://fastag.kotak.com/ > Go to Complaint Tab > Select Transaction Related Complaint. 

Disputed amount of up to Rs.1,000 will be refunded back within 2 working days. Also a refund request will be raised, in case the amount is claimed by the acquiring bank later. In such a scenario the amount will be debited again from your wallet.

OR

Email us on [email protected] with the dispute details along with the RC copy (should be clearly legible) of your vehicle, vehicle image or  any supporting document for dispute.

Note -

  1. refund request should be raised within 35 days from the date of transaction, the dispute need to be raised with the necessary documents (Clearly visible scan copy of RC and Vehicle image). The refund request settlement timeline is 20 days.
    The charge back settlement TAT is 20 days.
  2. If the refund request is raised after 35 days from the day of transaction, the dispute will be raised in good faith basis.

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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?

For every transaction at a toll plaza, you will receive an SMS alert on your registered mobile number about the balance deducted from your FASTag wallet.

There are 2 ways to check your FASTag wallet balance:

1) Give a missed call to 7406575500 from your registered mobile number 

2) Login to the Kotak FASTag Portal with your User Id and check the last transaction 

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

The FASTag issued by Bank is pre-activated and loaded with the amount paid by the customer at the time of purchase of the Tag. To check the status of your Tag, login to Kotak FASTag Portal  with your User Id. 

1) If your Tag status is 'Low Balance', please recharge your FASTag. To know about Recharge options, visit  www.kotak.com/fastag and click on 'How to Recharge' tab

2) If your FASTag status is 'Low Balance' due to non Usage for more than 12 months, yoiu can do either of the follow:
          a) You can activate your FASTag with a Recharge
          b) E-mail a Tag Reactivation request to [email protected]
          c) Visit www.fastag.kotak.com and click on "Reactivate" tab

3) If your Tag status is Low Balance due to 'Vehicle Number not updated', then your Vehicle Registration Details are requred to be updated in our system. Please login to the Kotak FASTag portal and update details.                                   

4) If your FASTag is active but not transacting at a particular toll plaza, please get in touch with IHMCL toll free number 1033 for assistance.  

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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 [email protected]  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.

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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 [email protected]  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! The FASTag will not transact at Toll plaza under the following circumstances:  

 

1) If your FASTag status is in 'Low Balance ', please recharge your FASTag. Click here to know more about the Recharge options

2) If your Tag status is 'Low Balance'  due to Non Usage for more than 12 months

          a) You can activate your FASTag with a Recharge

          b) E-mail a Tag Reactivation request to [email protected]

          c) Visit www.fastag.kotak.com and click on "Reactivate" tab

3) If your Tag status is 'Low Balance' due to 'Vehicle Number not updated', the Vehicle Registration Details are not updated in our system. Please login to Kotak FASTag portal and update details.

4)  If your FASTag is damaged, login to    Kotak FASTag portal https://fastag.kotak.com with your User Id and submit the request for replacement.                                                         

5) If your FASTag is active but not transacting at a particular toll plaza, please get in touch with IHMCL toll free number 1033 for assistance.

 

A FASTag with low balance will not transact at the toll plaza, hence you need to Recharge your Kotak FASTag wallet.

Click here to know the Recharges options

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

You can report incorrect deduction through the FASTag Customer Portal, log in to the Kotak FASTag portal https://fastag.kotak.com/ > Go to Complaint Tab > Select Transaction Related Complaint.


Disputed amount of up to Rs.1,000 will be refunded back within 2 working days. Also a refund request will be raised, in case the amount is claimed by the acquiring bank later. In such a scenario the amount will be debited again from your wallet. 

OR

 Email us on [email protected] with the dispute details along with the RC copy (should be clearly legible) of your vehicle, vehicle image or  any supporting document for dispute.

Note -

1) refund request should be raised within 35 days from the date of transaction, the dispute need to be raised with the necessary documents (Clearly visible scan copy of RC and Vehicle image). The refund request settlement timeline is 20 days.

 2) If the refund request is raised after 35 days from the day of transaction, the dispute will be raised in good faith basis. 

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What if I get error while applying for FASTag online?

As per Prepaid Payment Instruments guidelines and Banks internal policy FASTag cannot be issued to:

1. Non Resident customers

2. Corporate and Authorised Signatories, Karta/HUF CRN cannot apply for FASTag through online journey. In case these customers wish to apply for a FASTag they will need to enter their Individual CRN at the time of registration

3. Minor customers

4. Customers with minimum KYC wallets through the online process unless the wallet is converted to a full KYC wallet

5. Customers having a Prepaid wallet / Small wallet / 811 OTP wallet with Kotak Bank

Please get in touch with our Customer Care Number at 1860 2666 888 (local call charges applicable) / 1800 3006 9090  Toll Free for further assistance.   

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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 by clicking into Portal Login.

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

You can Recharge your FASTag from Rs.100 onwards.

 

Maximum amount of recharge depends on the type of Vehicle and wallet linked to the FASTag.

A Full KYC customer can recharge to a maximum of Rs.2,00,000 (per month) whereas a Minimum or Non KYC customer can recharge for Rs.10,000 (per month)

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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 wallet, what to do?

Do not worry! If transaction has failed or is unsuccessful or timed out, the disputed amount will be auto refunded to the origin account within 2- 3 working days. If amount is not refunded, please report it to [email protected] enclosing the information:

  • Mobile Number
  • Recharge Amount
  • Date of Transaction
  • Bank Name
  • Account Number
  • Transaction Reference Number (UTR, RRN, UPI Txn Ref no.)
  • Mode Of Transaction (Customer Portal – CC/DC/UPI/NB, Phone pay, Gpay).

OR

You can register the complaint by visiting Kotak FASTag Portal

Click On Complaint >> New complaint >> General Complaint >> Complaint >> Amount is Debited but recharge has not happened. Mention the above transaction details in the complaint description.

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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 find out if my wallet is debited for toll transactions?

    An SMS will be sent on your registered mobile number for each transaction that is deducted from your FASTag wallet.

    To check your FASTag wallet balance:

    1. Give a miss call to 7406575500 from your registered mobile Or

    2. Login to Kotak FASTag portal with your User Id  to check your wallet balance and transaction details. Or

    3. Call Customer Care Number to know your balance and transaction details.


    Note     - The wallet balance can be used by all vehicles linked to the wallet.

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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 vehicle with a 'blacklisted FASTag  is not allowed to pay toll using FASTag at the toll plaza. 

    There are various reasons of blacklisting of a FASTag

    1) Insufficient / Negative Balance - The FASTag wallet is not having sufficient balance or running in negative balance.

    To activate a blacklisted FASTag, Recharge at the earliest. Click here to know the recharge options. If the problem is not solved, please contact the Call Centre number to know the reason of blacklist.

    2) FASTag can also 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 my FASTag however why is it not activated?

    The FASTag issued by Bank is pre-activated and loaded with amount paid by customer at the time of purchase. To check the status of your Tag, please login to Kotak FASTag Portal with your User Id .

     

    OR

    Contact Customer Care at 1860 2666 888 (local call charges applicable) / 1800 3006 9090  Toll Free

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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 [email protected] . For e.g. Vehicle Registration number is MH04BB1234 and issuer bank is Kotak Bank then UPI ID will be [email protected]

  • 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 [email protected] 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 [email protected]

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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 here

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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 here

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

    Your Kotak FASTag wallet can be set for an Auto-Recharge with a pre-defined amount from your Kotak Bank Savings Account only. 

    Steps to enable the Auto-Recharge:

    1) Log in to Kotak FASTag Portal with your registered mobile number and password

    2) Go to Auto Recharge section (Left Menu) and toggle (Right) to Enable

    3) Enter the amount for Auto Recharge

    4) Click on Set Auto Recharge and confirm with OTP sent to your registered mobile number

    5) Select the Kotak Bank Account from which the Recharge amount should be Debited and Confirm.

    6) Auto-Recharge would be set successfully

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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 this link

    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 [email protected]

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    How can I check my FASTag balance?

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

    1) Give a miss call to 7406575500 from your registered mobile number Or

    2) Login to Kotak FASTag Portal with your User Id

    A SMS alert is sent on registered mobile number, each time balance is deducted from your FASTag wallet. 


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

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

    FASTag can be Recharged easily through UPI/Internet banking/credit card/debit card using the Kotak FASTag  Portal. The amount will reflect in your FASTag wallet instantly.

     

    For more details visit our website  

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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 here to check the list for the same

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

    FASTag transactions alerts are sent by a SMS on the Mobile number registered while applying for FASTag. 

    In case you wish to edit or change the Mobile number for FASTag then please write to us at [email protected] with KYC document and dully filled and signed FASTag Maintenance Form.

    Click here to download the form

    OR

    You can register the request by visiting Kotak FASTag Portal  >>

    Click On Complaint >> New complaint >> General Complaint >> Request >> Request for change/update in Mobile Number/Email Id. Upload the dully filled and signed FASTag Maintenance Form and KYC documents in attachment option.

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

    The following are possible scenarios and their solutions, in case the FASTag is not read at the toll plaza:

    1. The tag reader of the plaza might not be working. in such a scenario, you may pay the toll charges in cash.

    2. The tag might not be 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: 

    a) You may request the toll plaza officer to use the hand held device to read the tag

    b) You may pay the toll in cash

    3. The tag may be in damaged state; to request for a replacement tag, log on Kotak FASTag Portal


    To check the status of your FASTag, login to Kotak FASTag Portal with your User Id .

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

    Check the status of your FASTag, by logging in to Kotak FASTag Portal with your User Id.

    1) If your FASTag status is in 'Low Balance ', please recharge your FASTag. Click here to know more about the Recharge options

    2) If your Tag status is 'Low Balance'  due to Non Usage for more than 12 months

              a) You can activate your FASTag with a Recharge

              b) E-mail a Tag Reactivation request to [email protected]

              c) Visit www.fastag.kotak.com and click on "Reactivate" tab

    3) If your Tag status is 'Low Balance' due to 'Vehicle Number not updated', the Vehicle Registration Details are not updated in our system. Please login to Kotak FASTag portal and update details.                                                               

    4) If your FASTag is active but not transacting at a particular toll plaza, please get in touch with IHMCL toll free number 1033 for assistance.

    A FASTag with low balance will not transact at the toll plaza, hence you need to Recharge your Kotak FASTag wallet.

    Click here to know the Recharges options

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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?

    1. The Mobile network could be weak at your location

    2. The Mobile number Registered with the FASTag wallet could be different. To check the Registered Mobile Number, please visit Kotak FASTag portal If the Mobile number is correct, please report to [email protected] or call on our Customer Care Number.  

    In case you wish to change / update mobile number / email ID in your FASTag wallet, simply follow these steps:       
                                                                              
    1) Register the request by visit Kotak FASTag Portal https://fastag.kotak.com >>
    Click On Complaint >> New complaint >> General Complaint >> Request >> Request for change/update in Mobile Number/Email Id. Upload the dully filled and signed FASTag Maintainanence Form with KYC documents in attachment section.

    2) Write to us at [email protected] with attached valid KYC documents and dully filled and signed FASTag Maintainanence Form.

    Click here for view Maintenance Form

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

    We are sorry for the inconvenience.

    Please follow the steps to generate a new password for the Kotak FASTag portal:

    For First time login -

    • Click on URL : https://fastag.kotak.com/
    • Enter registered mobile number as User ID & click on submit
    • Enter security captcha & click on Get OTP for first time login
    • Input the OTP received as old password
    • Create New password minimum of 8 characters in combination of alphabet, numeric & special character.
    • Confirm your password and enter security captcha. Click on Login.

    Subsequent Login : User can login with the Password set for their account or using the Get OTP functionality.

    Forgot Password : Simply click on the “Forgot Password” option on https://fastag.kotak.com/ and follow the steps to reset your password. Once you have reset your password, you will be able to log into your wallet.

    If you are still unable to login to your FASTag wallet, please report it to [email protected] with screenshot of the error message displayed or call on our Customer Care Numbers

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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 [email protected] 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 sell/transfer your car, you need to remove and surrender the FASTag that is affixed on the car. Kindly refer the following steps to surrender your FASTag: 

    1) Login to Kotak FASTag portal with your User Id - registered mobile number and password.

    2) Click "Tag Closure" in left menu and Select : Single/ Multiple/ All Tag Closure option

    3) Enter Account Number and Upload image of personalised cancelled cheque

    4) In case, All tag closure option is selected security deposit and wallet balance (in case available) will be refunded in account number provided by customer

    5) TAT for processing the request is 8 days

    In case, you are unable to close the tag online or in case of demise of Tag holder, kindly send the cancellation request from the registered email-id  to [email protected].

    Attach dully filled and signed FASTag Maintenance Form, ID proof, personalised cancelled cheque copy and Death Certificate (in deceased case).

    Click here for view Maintenance Form

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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 8 days
    Settlement of Dispute/Charge Back 20 days

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

    Please follow the steps to update your Vehicle Registration No.:

    1. Log on to https://www.fastag.kotak.com with your registered mobile number and password.
    2. Click on “Vehicle Number Update” tab
    3. Upload Registration Copy in pdf format (Image should be less than 5MB) and click on submit
    4. Within 3 working days your Vehicle Registration Number (VRN) will be updated.

    In case you face any issue while uploading details on FASTag portal please write to [email protected] from registered email id along with dully filled and signed FASTag Maintenance Form and attach scan copy of your pan card, Registration copy.

    Click here to view Maintenance Form 

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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.

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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.

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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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    What are the features of using FASTag?

    The following are the benefits of using a FASTag: 

    1) Recharge FASTag wallet through UPI/Credit Card /Debit Card/Net Banking, by logging into the Kotak FASTag portal or through UPI to [email protected].

    2) Receive SMS alerts for toll transactions, low balance, etc.

    3) Tag validity for 5 Years

    4) KYC customers can recharge maximum of Rs.2,00,000 whereas Non KYC customers can recharge for Rs.10,000

    5) Wallet balance available on SMS by giving Missed Call on 7406575500

    6) FASTag transaction history can be viewed and downloaded from Kotak FASTag portal

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    When can my FASTag be in Low Balance status?

    To check the status of your Tag, login to the Kotak FASTag Portal with your User Id. 

    Following are the reasons a FASTag can be in 'Low Balance' status: 

    1) A threshold /minimum amount is assigned to the FASTag wallet and if the balance goes below the assigned amount, the tag wallet goes into 'Low balance' status.                                                                                                                                                                                                                                                                       

    2) If your Tag status is 'Low Balance'  due to Non Usage for more than 12 months

              a) You can activate your FASTag with a Recharge

              b) E-mail a Tag Reactivation request to [email protected]

              c) Visit www.fastag.kotak.com and click on "Reactivate" tab

    3) If your Tag status is 'Low Balance' due to 'Vehicle Number not updated', the Vehicle Registration Details are not updated in our system. Please login to Kotak FASTag portal and update details.                                                               

    4) If your FASTag is active but not transacting at a particular toll plaza, please get in touch with IHMCL toll free number 1033 for assistance.

    A FASTag with low balance will not transact at the toll plaza, hence you need to Recharge your Kotak FASTag wallet. 

    Click here to know the Recharges options.

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    How do I cancel / surrender my FASTag?

    Kindly refer the following steps to surrender your FASTag: 

    1) Login FASTag portal with your User Id - registered mobile number and password.

    2) Click ""Tag Closure"" in left menu and Select: Single / Multiple / All Tag Closure option.

    3) Enter Account Number and Upload image of personalised cancelled cheque.

    4) In case, All tag closure option is selected security deposit and wallet balance (in case available) will be refunded in account number provided by customer.

    5) TAT for processing the request : 8 days.

     

    In case, you are unable to close the tag online or in case of demise of Tag holder, kindly send the cancellation request from the registered email-id  to [email protected].

    Attach dully filled and signed FASTag Maintenance Form, ID proof, personalised cancelled cheque copy and Death Certificate (in deceased case).

     

    Click here to view Maintenance Form

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    How to change / update Mobile Number / Email ID in my FASTag wallet?

    To change / update mobile number / email ID in your FASTag wallet, kindly refer to the follow steps:

    1) Visit Kotak FASTag Portal www.fastag.kotak.com >> Click On Complaint >> New complaint >> General Complaint >> Request >> Request for change/update in Mobile Number/Email Id. Upload the dully filled and signed FASTag Maintainanence Form with KYC document in attachment section  Or

    2) Write to us at [email protected] by attaching valid KYC document with dully filled and signed FASTag Maintainanence Form.

    Click here to view Maintenance Form 

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    What are the steps to upgrade FASTag wallet to Full KYC?

    You can upgrade your FASTag wallet to Full KYC using either of the following processes;  

    Online Process:

    1) To upgrade your KYC digitally, request the link by calling on 1860 2666 888 (local call charges applicable)

    2) The link will be sent on your registered mobile number.

    3) Simply follow the steps displayed during the process to update your KYC in FASTag wallet

    4) PAN card, Aaadhaar card and a blank page with pen to be kept handy

    Offline / Branch Process:

    1) Visit any nearby branch with your PAN, identification document, address proof and passport size photograph. To locate a Branch near you click here

    2) Ask for Customer Relationship Form from the branch staff

    3) Submit the duly filled CRF with the documents

    4) Branch will verify the form and process further

    5) You will recieve an Email and SMS on the successful updation of KYC within 4 working days


    Note:

    1) Post successful upgradation in Full KYC, you can maintain balance of Rs.2, 00, 000/- per month in your FASTag wallet

    2) The above mentioned process is applicable for individual customers only.

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    How should I upgrade my FASTag wallet to Full KYC?

    You can upgrade your FASTag wallet to Full KYC using either of the following processes:

    Online Process:

    1) To upgrade your KYC digitally, request the link by calling on 1860 2666 888 (local call charges applicable)
    2) The link will be sent on your registered mobile number.
    3) Simply follow the steps displayed during the process to update your KYC in FASTag wallet
    4) PAN card, Aaadhaar card and a blank page with pen to be kept handy

    Offline / Branch Process:

    1) Visit any nearby branch with your PAN, identification document, address proof and passport size photograph. To locate a Branch near you click here
    2) Ask for Customer Relationship Form from the branch staff
    3) Submit the duly filled CRF with the documents
    4) Branch will verify the form and process further
    5)You will recieve an Email and SMS on the successful updation of KYC within 4 working days

    Note:

    1) Post successful upgradation in Full KYC, you can maintain balance of Rs.2,00,000/- per month in your FASTag wallet
    2) The above mentioned process is applicable for individual customers only.

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    What are the benefits of updating KYC in FASTag wallet?

    Once you update your FASTag wallet to Full KYC, the wallet balance limit will increase to Rs.2,00,000/- per month from Rs.10,000/- per month.

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    How should I locate my nearby branch?

    To locate your nearest branch, click here

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    What is the KYC status of my Fastag wallet?

    Steps to know the KYC status of your FASTAG wallet:

     

    1)  Visit Kotak FASTag portal - https://fastag.kotak.com

    2)  Log in with user ID - Registered Mobile Number and Password

    3)  Click on "My Profile" in Menu section

    4)  Click on "KYC Tab" to know the KYC status of your FASTag wallet

    OR

    5) View "Monthly Limit" tab in "Account Summary" :

    a) If the wallet balance monthly limit is Rs.10,000 it is a minimum KYC;

    b)  if the wallet balance monthly limit is Rs.2,00,000 it has been upgraded to Full KYC wallet

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    How can I check the KYC status of my FASTag wallet?

    Steps to know the KYC status of your FASTAG wallet:

     

    1)  Visit Kotak FASTag portal - https://fastag.kotak.com

    2)  Log in with user ID - Registered Mobile Number and Password

    3)  Click on "My Profile" in Menu section

    4)  Click on "KYC Tab" to know the KYC status of your FASTag wallet

    OR

    5) View "Monthly Limit" tab in "Account Summary" :

    a) If the wallet balance monthly limit is Rs.10,000 it is a minimum KYC;

    b)  if the wallet balance monthly limit is Rs.2,00,000 it has been upgraded to Full KYC wallet

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