Frequently Asked Questions (FAQs)
Q1. What is a SBI FASTag? and its benefits
Ans. SBI FASTag is a device that employs Radio Frequency Identification (RFID) technology
for making toll payments directly from the prepaid or savings accountlinked 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 can be purchased from
Tag issuers and if it is linked to the prepaid account, then you need to recharge/
top up the tag as per your requirement. It is a 10x 5 cm, rectangle shape, multi
layered tag, which is made out of good quality paper, containing chip and antenna
inside its layers, it is pasted on the wind screen of the vehicle, and through Radio
frequency identification method, the information is read at the toll plaza from
the tag. tag gives convenience and ease while going through toll plaza to the customer
along with saving time, fuel and money
Q2. List of toll plazas in our country to avail this facility?
Ans. Attached as Click Here for List
Q3. How can I get a SBI FASTag? What are the documents required, from where I can
get the Tag?
Ans. A customer can approach our any PoS location in the country (attached as annexure-B ), and with valid KYC documents and vehicle RC
copy along with the originals for verifications purposes, (attached annexure-C),the
customer can open his/her account in two categories: I. Limited KYC holder’s account,
at any given point of time, this type of SBI FASTag account cannot have more than
Rs. 10,000/- in their FASTag (Prepaid) account. The monthly reload limit is also
capped to Rs. 10,000/-. II. Full KYC Holders account, at any given point of time,
this type of SBI FASTag account cannot have more than Rs. 1 Lakh in their FASTag
(prepaid) account. There is no monthly reload cap in this account.
Q4. What are the documents required to avail a SBI FASTag?
Ans. The documents are divided into two parts:
(a) Limited KYC holder’s account: RC copy of the vehicle, ID and address proof (list
attached). Photo of the customer (b) Full KYC Holders account: RC Copy of the vehicle,
ID and address proof (list attached), Photo of the Customer, Note: please carry
all the originals for verification purposes
Q5. What are the features of SBI FASTag?
Ans. • Cashless payment – SBI FASTag users don’t need to carry cash for toll transactions,
and don’t need to worry about collecting the exact change • Promotional cashback
– All SBI FASTag users get a monthly cashback of 2.5% of toll transactions till 31
March, 2020 • Faster transit – Auto-debit of exact amount through the SBI FASTag
enables faster transit through the toll plazas and saves time • Online recharge–
SBI FASTag can be recharged online through Credit Card / Debit Card / Net banking/
IMPS etc. • SMS alerts– Instant SMS alerts on registered mobile number for toll
transactions, low balance, etc. A customer may create personnel Tag account by registering
online, and can have the facility of topping up the FASTag account through online
modes i.e credit card, debit card, internet banking etc. History of past transactions,
available balance in the account etc.
Q6. What is the validity of the SBI FASTag?
Ans. The tag comes with a guarantee of 3 years.
Q7. What is the customer care number of the SBI FASTag system?
Ans. 1800 11 0018
Q8. What if my SBI FASTag is debited twice at the toll plaza?
Ans. The customer should contact the customer care, customer care will raise the
query to the NPCI system, and will resolve the matter.
Q9. What if, the tag is not read at the toll plaza?
Ans. The below given are the scenarios and their possible solutions: a- In case
the tag reader of the plaza is not working, the customer may pay the toll in cash
and can pass through the toll plaza. b- 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: (i) The customer may request
the toll plaza owner to use the hand handled device to read the tag and can pass
through the toll plaza. (ii) The customer may pay the toll in cash and can pass
through. (iii) After that, the customer may approach the seller and to inform the
issue (iv) the customer may call the customer care and inform the issue, the customer
care will take up the issue with the Banks Point of Sale holder to approach the
customer and resolve the issue free of cost.
Q10. What if the RFID Tag balance goes below the minimum required balance in the
tag?
Ans. The customer can approach either any point of sale location of the Bank or
use online servicesi.e internet banking, customer portal, provided by the Bank to
top up the customer wallet
Q11. What is the technology involved in SBI FASTag?
Ans.Radio frequency identification (RFID)
Q12. Can SBI FASTagbe used outside India?
Ans.No.
Q13. Can somebody scan the SBI FASTtag from outside and do away with my money?
Ans. No
Q14. How to surrender the Tag?
Ans.The Tag holder shall give a written request for cancellation/surrender/closure
of the Tag along with the Existing Tag. In case, the existing tag is damaged, the
customer shall surrender the damaged tag. New tag will be issued to the customer
after charging a fees of the new Tag. In case of the death of the customer, Legal
heirs of the customer may claim the refund of the Tag amount after producing death
certificate and other relevant documents.
Q15. What are the risks associated with SBI FASTag?
Ans. There are some scenarios given below:
a) In case of Loss/Stolen of the Vehicle, the SBI FASTag holders should immediately
lodge an FIR in the local police station and should be able to produce the relevant
documents to the Bank. The Tag holder should immediately notify the Contact Centre
regarding the loss of the Tag. The Contact Centre will ask for certain information
about the Tag holder and arrange for blocking the Tag to ensure that it is blocked/
not used fraudulently by any person. The Bank/service provider of the Bank will
not be liable for any financial loss arising out of unauthorized use of the Tag
till such time the Bank blocks the Tag (disabling the utilization of the Tag). The
Customer should always keep a separate note of his/her SBI FASTag number, necessary
information and the associated account number in a place readily accessible after
purchase of the SBI FASTag. b) The Bank and its service provider shall not be liable
for any loss/inconvenience caused by a technical breakdown of the payment system.
The SBI FASTag is the property of the Bank and will be returned by the Cardholder
unconditionally and immediately to the bank/service provider upon request by the
Bank. The Bank reserves the right to cancel the SBI FASTag and stop its operations
unilaterally without assigning any reason. The decision of the Bank is conclusive
and binding upon the Tag holder. The SBI FASTag is non-transferable.
Q16. What is the process flow, in case of dispute at the toll plaza?
Ans. In case the plaza is not working, the customer will call customer care, Customer
care representative will advise the customer to pay the toll in cash and will escalate
the matter with NPCI for the particular toll plaza. In case the customer tag is
faulty or not being read at the plaza, the customer may call up the help desk, help
desk will advise the customer to pay the toll in cash, and will escalate the matter
with the respective channel partner and its PoS holder. The PoS holder will call
the customer and will replace the Tag without any cost.
Q17. Will I be getting rewards points on topping up of SBIFASTag through SBI Debit
Cards?
Ans. Yes, as per the existing eligibility of the customer.
Q18. What is the validity of FASTag?
Ans. FASTag has unlimited validity. The same FASTag can be used till the tag is
read by the reader and not tampered with. In case due to wear and tear the reading
quality depreciates, please reach out to your Issuing Bank for a new tag at an additional
cost.
Q 19. Which are the roads where the tag can be used?
Ans. FASTag is presently operational at 346+ toll plazas across National Highways.
The system is inter-operable and the same FASTag can be used across all toll plazas
under the National Electronic Toll Collection (NETC) program. More toll plazas will
be brought under the NETC program in the future. You may see the list of plazas
in the 'Active Toll Plazas' section. Please visit the www.ihmcl.com for more details.
Q20.How can I buy SBI FASTag?
Ans. You may visit any of the Point of Sale (POS) locations of the Bank authorised
agencies at Toll Plazas/ near toll plazas /other area to get your tag account created.
You will need to carry original as well as copy of your KYC documents at the POS
/ Sales office location. You will need to get your vehicle to the POS / Sale office
location to purchase the SBI FASTag.
Q21. I have two vehicles, can I use one SBI FASTag for two vehicles?
Ans. No, you will need to take two separate FASTags for the two vehicles.
Q22. I have new vehicle fitted with RFID Tag. How to get it activated?
Ans. OEM or RFID tags fitted by vehicle manufacturer cannot be used as replacement
of SBI FASTag. OnlyFASTags issued by SBI can be used for purpose of electronic toll
payment. In future the SBI FASTags will be affixed on the windshield by the vehicle
manufacturer/dealer which can be used for the toll payment.
Q23. What are the documents needed to apply for SBI FASTag?
Ans. Since the SBI FASTag is linked to an account, KYC documentation would be required
as per the KYC policy of the Issuer Bank. Apart from the KYC documentation, you
need to submit Registration Certificate (RC) of the vehicle along with the application
for SBI FASTag. the SBI FASTag is linked to a prepaid account, then it can be issued
as per below defined limits: Limited KYC FASTag account holder Full KYC FASTag account
holder This type of FASTag cannot have more than Rs. 10,000*/- limit in their FASTag
(Prepaid) account. The monthly reload limit is also capped to Rs. 10,000/-. Requirements:
Minimum KYC details (as per Issuer bank policy), vehicle RC Copy, Photo of the customer.
*Limits prescribed by RBI till 30th December This type of FASTag account cannot
have more than Rs. 1 Lakh limit in their FASTag (prepaid) account. There is no monthly
reload cap in this account. Requirements: Full KYC details (as per Issuer bank policy),
vehicle RC Copy, Photo of the customer
Q24. Do I need to use any specific lane at the toll plaza for SBI FASTag?
Ans. Yes, you will have to use the lanes demarcated for FASTag users. Only the marked
lanes have the required RFID infrastructure installed to read your FASTag. In case
you enter a cash-only lane, the FASTag will not be read and cash will need to be
paid.
Q25. How would I know that the correct user fee has been deducted from my SBIFASTag
account?
Ans. You will receive an SMS alert in your registered phone number each time a balance
is deducted from your SBI FASTag account.
Q26. How would I report an incorrect deduction and how will I get back the same?
Ans. You can report an incorrect deduction by calling Customer Care Helpline number
written on the SBI FASTag. The Bank will review your request and if found correct,
they will revert the incorrect deduction.
Q27. I have SBIFASTag and also balance amount, but I could not go through ETC lane.
How do I get my FASTag checked/ rectified to see whether it is active or not?
Ans. You can raise a request regarding the same by calling the Issuing Bank’s customer
care. 1800 11 0018
Q28. Can I avail a monthly pass?
Ans. Monthly pass for a toll plaza will be issued at that particular toll plaza
or the POS locations put by the Acquirer Bank of the toll plaza. If you are registered
tag holder, you need to visit the toll plaza [or the Acquirer Bank POS locations]
and request for the particular pass scheme. You need to pay for the selected pass
schemeby cash or card to the operator. Once the payment is approved, the operator
will activate the affixed tag for the pass scheme.
Note: There is no need to purchase any other RFID tag to avail a monthly pass scheme
at any toll plaza. The FASTag already purchased by you will be configured for the
pass at the toll plaza.
Q29. Are there any other charges applicable like convenience fees etc.?
Ans. There may be additional charges associated with recharging the FASTag account
through different channels. Please visit the Issuer Banks’ website for more details.
Q30. What do I have to do if I have lost/ damaged my RFID Tag? What will happen to
the account balance?
Ans. You can request the Issuing Bank to issue a new tag. The balance amount inthe
old tag linked account can be transferred to the new tag account
Q31. How do I block my FASTag account, in case my vehicle is lost?
Ans. You can call your Issuing Bank customer care and block your FASTag account.
Q32. Can FASTag be used for passage through toll plazas on the state highways?
Ans. FASTag is presently operational at 346+ toll plazas across National Highways.
The system is inter-operable and the same FASTag can be used across all toll plazas
under the NETC program. More toll plazas will be brought under the NETC program
in the future. You may see the list of plazas in the 'Active Toll Plazas' section.
Please visit www.ihmcl.com for more details.
Q33. I reside within 10 km of a particular toll plaza. Do I need to take FASTag to
get the concessions available for local vehicles?
Ans. You can purchase a FASTag to avail the concessions. Once you purchase the FASTag,
you will need to submit the required documents (proof of residence) at the Acquiring
Bank POS location to validate your residence within 10km of a particular plaza.
Once it is verified, you may avail the concession on the FASTag assigned to your
vehicle.
Q34. In case of harassment/ misconduct/ discourteous/ rude behaviour of toll collection
staff, what should we do?
Ans. 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 to us via our
email at etc.nodal@ihmcl.com.