Toll invoice received although you registered or paid yourself (EPASS24 / AutoPass / TOLLTICKETS)

Received a toll invoice although you registered or paid yourself with EPASS24, AutoPass or TOLLTICKETS? Here is why this happens and what to do.

Registered with EPASS24 (Norway/Sweden) and still charged?

If you created an EPASS24 account but did not select "Rental" and enter your rental period, EPASS links the charges to the vehicle's number plate rather than to you as the renter.

This can mean that EPASS charges you for tolls from periods outside your rental, or that tolls from your trip are invoiced to roadsurfer and passed on to you, although you expected your account to cover them.

What to do

• Cancel the payment card stored in your EPASS24 account and delete the account.
• Inform EPASS24 about the situation. EPASS will then invoice roadsurfer for the journeys that were not yours.
• If you receive a roadsurfer toll invoice for charges you believe you already paid, send us your proof of payment — your EPASS24 receipt or account statement, showing the date, the amount and the number plate. We compare it against the toll we were billed for. Once verified, we will adjust the charge accordingly. If it does not match, we come back to you and explain what we found.

The invoice arrived long after my trip — is that normal?

Yes, this happens. Toll operators bill roadsurfer on their own timelines, sometimes well after a rental has ended. A toll invoice arriving months later does not mean something has gone wrong, and it does not change whether the charge is correct.

If you paid the toll yourself at the time, send us your proof of payment — your EPASS24 receipt or account statement, showing the date, the amount and the number plate — and we will review the invoice.