FAST LANE FAQs


Frequently Asked Questions:

FAST LANE Basics

1. Where can I use the FAST LANE? 
2. How do I join FAST LANE?
3. How do I contact FAST LANE? 
4. Where are the FAST LANE Service Centers located? 
5. How much does the FAST LANE cost? 
6. How many tags can I have on one account? 
7. Can I add a rental vehicle to my account? 
8. How do I contact the Commercial department? 
9. What do the traffic lights in the FAST LANE represent and how do I know my transaction was successful? 
10. How long does it take for an account payment or change to be available out of state?
11. Can I list a commercial license plate on my private account?

Transponders 

12. How do I install my transponder for the most accurate toll read? 
13. May I use / move my transponder from one vehicle to another vehicle? 
14. How do I obtain an additional FAST LANE transponder? 
15. Can I replace my working transponder during the 3 year warranty? 
16. How do I request additional fastener strips? 
17. Can I use the transponder I purchased for my car to tow a trailer? 
18. What do I do with the transponder if my vehicle is being transported?

Statements/Account Information 

19. I do not remember my Account Number or PIN, what do I do? 
20. Can I list a Recreational Vehicle on my private account? 
21. How do I update my Vehicle Information without my PIN number? 
22. How do I change my credit card on my FAST LANE account? 
23. Why was my replenishment amount changed? 
24. I would like to close my FAST LANE account; will I get my money back?
25. What does the mileage shown on my statement represent and why is there no mileage shown for certain trips?
26. What is the FAST LANE Commuter Tax Deduction, and how can I get my FAST LANE annual tax deductible toll payment amount?

On-line Account Information 

27. Can I view monthly statements online? 
28. Can I make a payment online? 
29. Why can't I access my Special Program account online? 
30. Why does the FAST LANE Web site require "cookies" when I log into my account? 
31. Can I view and pay my violations online?

Violations/Charges  

32. I received a FAST LANE warning/violation. What should I do? 
33. How do I know I received a V-Toll, and how do I correct it? 
34. Why did I get charged for two identical trips (same dates and same time-seconds apart) on two of my transponders on my FAST LANE account?

Special Programs 

35. I have a Tunnel Communities Resident Program account and am moving. What should I do? 
36. Does the Mass Pike offer a Carpool Program? 
37. Does the Tobin Memorial Bridge offer a discount to FAST LANE users? 
38. I currently have a Tunnel Communities Resident Program account. How will the program changes in January 2008 affect me?
39. I currently have an Interchange 1-6 Program account and want to replace my transponder. Will I have to pay for the new transponder?

 
1. Where can I use the FAST LANE?
Your FAST LANE transponder can be used in Massachusetts and on these EZ-Pass equipped toll facilities (map of states where transponder can be used):

Massachusetts Turnpike Authority (including the Sumner and Ted Williams Tunnels)
Massachusetts Port Authority (Tobin Memorial Bridge)
MBTA/Amtrak Parking Garage (FAST LANE transponders only)
New York State Thruway Authority: Entire Thruway including the New Rochelle Barrier, Yonkers Barrier, Tappen Zee Bridge, Spring Valley (commercial only), Harriman Barrier, City Line Barrier, Black River Barrier and Grand Island Bridges.
Port Authority of New York & New Jersey: Bayonne, George Washington and Goethals Bridges, Holland and Lincoln Tunnels and Outerbridge Crossing.
Metropolitan Transit Authority Bridges and Tunnels: Bronx-Whitestone, Cross Bay, Henry Hudson, Marine Parkway Gil Hodges, Throgs Neck, Triborough and Verrazano-Narrows Bridges and Brooklyn-Battery, and Queens Midtown Tunnels.
New Jersey Highway Authority: Garden State Parkway.
New Jersey Turnpike Authority: New Jersey Turnpike.
South Jersey Transportation Authority: Atlantic City Expressway.
Delaware Department of Transportation: Interstate 95 and Route 1.
Delaware River Port Authority: Commodore Barry, Walt Whitman, Ben Franklin and Betsy Ross Bridges.
Delaware River and Bay Authority: Delaware Memorial Bridge.
Maryland Transportation Authority: Francis Scott Key Bridge, Fort McHenry, William Preston Lane Jr. Memorial (Bay) Bridge, Gov. Harry W. Nice Memorial Bridge, Thomas J. Hatem Memorial Bridge, John F. Kennedy Memorial Highway and Baltimore Harbor Tunnels.
West Virginia Parkways: West Virginia Parkways - Economic Development and Tourism Authority: West Virginia Turnpike.
Pennsylvania Turnpike Commission: Pennsylvania Turnpike.
Buffalo and Fort Erie Public Bridge Authority: Peace Bridge.
New York State Bridge Authority: Bear Mountain Bridge, Newburgh-Beacon Bridge, Mid-Hudson Bridge, Kingston-Rhinecliff Bridge, Rip Van Winkle Bridge.
Virginia Department of Transportation: Dulles Toll Road, Dulles Greenway, Coleman Bridge, Chesapeake Expressway, Powhite Parkway, Boulevard Bridge.
Maine Turnpike Authority
New Hampshire Department of Transportation-Bureau of Turnpikes: Hampton, Hooksett, Bedford.
Illinois State Toll Highway Authority: North-South Tollway, Tri-State Tollway, Ronald Reagan Memorial Tollway, Northwest Tollway.
Indiana Toll Road
Rhode Island Turnpike and Bridge Authority: Claiborne Pell Bridge (Newport Bridge) - Coming Soon!

Important: When you open your FAST LANE account, you must wait 3 days before using your new FAST LANE transponder to travel on EZ-Pass equipped toll facilities outside of Massachusetts.

 
2. How do I join FAST LANE?
There are several ways individuals can become members of the FAST LANE program:

*Request an application in the mail by calling FAST LANE
*Join the FAST LANE program online
*Download the application and mail or fax it to FAST LANE
*Visit one of our FAST LANE Service Centers
*Fill out an application using credit card payment at select RMV offices
 
3. How do I contact FAST LANE?
Phone: Toll Free 1-877-MASSPIKE (877-627-7745)
Hours of Operation: Monday - Friday 7:00 AM to 7:00 PM, Saturday 8:00 AM to 2:00 PM, Sunday 9:00 AM to 2:00 PM
Commercial and Violations Departments: Monday - Friday 8 AM - 5 PM 
TTD/TTY(Hearing Impaired Phone Line Only): 1-508-721-7974
Fax: 1-508-786-5222 

 
4. Where are the FAST LANE Service Centers located?
We currently have three service centers which are located in Auburn, Natick, and East Boston. The service center in Auburn is located at 27 Midstate Drive. The service center in Natick is located at the Natick Service Plaza, Mile Marker 117 on the Turnpike, just past Exit 13, Eastbound. The service center in East Boston is located at the Tunnel Administrative Building, 145 Havre Street.

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5. How much does FAST LANE cost?
Please see the Fee Schedule.

NOTE: If you own or operate a Commercial vehicle, the opening balance is $50.00, as well as the additional cost of any transponder(s).   
 
6. How many tags can I have on one account?
If you are applying for a private account you can have a maximum of 4 transponders on an account.  If you are applying for a commercial account please call us and select option 7 for additional information.   
 
7. Can I add a rental vehicle to my account?
If you are planning on using a rental vehicle you should add it to your account prior to using the rental vehicle.  You can update your account on-line or call us.  The rental vehicle should be removed 48 hrs after you have returned the rental vehicle.

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8. How do I contact the Commercial Department?
In order to contact the Commercial department, please call us and press Option 7 to speak with a Commercial representative. The Commercial department hours of operation are Monday thru Friday from 8:00am to 5:00pm.   
 
9. What do the traffic lights in the FAST LANE represent and how do I know my transaction was successful?
The FAST LANE Traffic light provides important information about your FAST LANE transaction, your account status and potential violations. When you enter a FAST LANE you will see a traffic light which is usually located on the left hand side (driver's side) of the lane. The traffic light will provide you with one of three messages: (1) Top Yellow Light "Call Fast Lane'', (2) Middle Yellow Light "Low Balance'' or (3) Bottom Green Light "Thank You''. If you receive a green light this means that your transaction was properly recorded. However, if you receive a Yellow Light you need to respond promptly to the message provided.

TOP YELLOW "CALL FAST LANE'' LIGHT
If you receive the top yellow CALL FAST LANE light it indicates the following:

You may have been recorded as a violator and you are required to contact the FAST LANE Service Center to determine why your FAST LANE transaction was not recorded.  You should not use any FAST LANE until you have contacted the FAST LANE Service Center and verified that your account is in good standing and that your transponder is working properly. If you disregard the Top Yellow "CALL FAST LANE" Light and continue to use FAST LANE you may be issued a violation. A violation results in a $50.00 fine per occurrence.

MIDDLE YELLOW "LOW BALANCE'' LIGHT
If you receive the middle yellow LOW BALANCE light it indicates the following:

If you chose the manual replenishment method for paying your FAST LANE tolls, you are being notified that you have a low balance and that you should replenish your account before it falls to an insufficient amount. Otherwise you will be issued a violation, which will result in a $50.00 fine per occurrence. If you chose an automatic replenishment method (e.g., credit card, bank account) to pay your tolls, your account should be automatically replenished that evening. If you continue to get the "LOW BALANCE" light call the FAST LANE Service Center.

BOTTOM GREEN "THANK YOU" LIGHT
If you receive the bottom green THANK YOU light it indicates the following:

Your FAST LANE transaction has been successfully completed. Thank you for using FAST LANE.

THE SPEED LIMIT IN ALL FAST LANES IS FIFTEEN (15) M.P.H.
YOU ARE REQUIRED TO OBEY THE POSTED SPEED LIMIT.

E-Z Pass patrons will receive the same lights as FAST LANE patrons.

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10. How long does it take for an account payment or change to be available out of state?
It typically takes 3 business days for any account payments or changes to be available out of state.  
 
11. Can I list a commercial license plate on my private account?
A private account can only contain a non-commercial vehicle license plate. If you need to set up a commercial Fast Lane account, please call us and press option 7 and a commercial account representative will be happy to assist you. 
 
12. How do I install my transponder for the most accurate toll read?
For the most accurate toll read, your transponder must be mounted to your front windshield, just to the right of the arm holding your rear view mirror, and below any tinting. Make sure the arrows are pointing upward. Simply peel back the plastic film on the fastener strips and affix the transponder to your clean, dry windshield.  
 
13. May I use / move my transponder from one vehicle to another vehicle?
Yes, the transponder may be used in another vehicle provided both of the following conditions are met:
*All vehicle license plate numbers in which you intend to use your transponder must be listed on your account.
*All vehicles which you use your transponder must be of the same class. For example, if you registered your transponder with a 2-axle, 4 tire vehicle with non-commercial license plates, you may only use that transponder with other 2-axle, 4 tire vehicles with non-commercial license plates listed on your account.

NOTE: Commercial license plates, including dealer plates, are not permitted on individual accounts.

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14. How do I obtain an additional FAST LANE transponder?
You may download and print the Additional Tag Request form or call us to have a customer service representative assist you. If you download the form, please bring the completed form to one of our convenient FAST LANE Service Centers. Please mail the form to 27 Midstate Drive, Auburn, Massachusetts 01501, or fax the form to 508-786-5222.  
 
15. Can I replace my working transponder during the 3 year warranty?
Any replacement of working transponders during the (3) year warranty period will be at cost plus a $5.00 admin fee.  Only transponders that test defective (not damaged or defaced) during the (3) year warranty period will be replaced at no cost.  
 
16. How do I request additional fastener strips?
You can call the FAST LANE Call Center during our normal business hours and one of our Customer Service Representatives will assist you.

Reminder: Your vehicle information must be current in order to avoid violations.

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17. Can I use the transponder I purchased for my car to tow a trailer?
You may use the transponder from your passenger vehicle to tow a trailer providing that you list the trailer plate number on your FAST LANE account. FAST LANE will automatically count the number of axles and charge your account accordingly. Outside of Massachusetts, you will need to go through a multi-mode lane (one that accepts both cash and E-ZPass) in order for the toll attendant to reclassify your tag for that toll transaction. You may also purchase a second transponder to keep going through an electronic lane. Remember to keep one of the transponders in a foil pouch to prevent it from reading if you have both of the tags with you.  
 
18. What do I do with the transponder if my vehicle is being transported?
If at all possible you should remove the transponder from your vehicle or wrap it in tin foil.  If you have advanced notification of the transport you may call us and request a foil bag to place your transponder in.  
  
19. I do not remember my Account Number or PIN, what do I do?
Your account number is located on the Patron Account Information Report which you received when you opened up your account.  It can also be found on monthly statements and any other correspondence you may have received from the Service Center.

Your PIN (Personal Identification Number) was personally selected by you when completing your new account application.  For security purposes, we are not authorized to release any account information without the PIN. We can mail, fax, or email you a form so that you can select a new PIN. You may also download and print the form. Please write your FAST LANE account number or transponder number at the top of the form and make sure you sign the bottom of the form authorizing these changes. You can mail or fax the form back to us. Our fax number is 508-786-5222 and our address is located at the top of the form. 

If you need additional information on obtaining your account number or PIN, please call the Customer Service Center to speak to a customer service representative (option 0).

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20. Can I list a Recreational Vehicle on my private account?
Yes. The payment requirements are the same on an RV/Camper Account as an individual account. The transponder will be coded commercially for the proper amount of axles chosen. Remember to put additional monies on your account in order not to fall insufficient. Your low balance amount should be the equivalent of three days of toll usage.  
 
21. How do I update my Vehicle Information without my PIN number?
When you joined the FAST LANE program, you selected a 4-digit PIN number. For security purposes, you will need your PIN and account numbers to be able to add and change your vehicle information online - some restrictions apply*. We can mail, fax, or email you the form to update your vehicle information and choose a new PIN number for your FAST LANE account. You may also download and print the form. Please write your FAST LANE account number or transponder number at the top of the form and make sure you sign the bottom authorizing these changes. You can mail or fax the form back to us. Our fax number is 508-786-5222 and our address is located at the top of the form.

*NOTE: If you are a member of a FAST LANE special program (i.e. Boston or Tobin) you will be unable to update vehicle information online as you will need to provide a copy of your vehicle registration. Please call the Service Center so that a customer service representative can assist you.

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22. How do I change my credit card on my FAST LANE account?
If you know your FAST LANE account number and 4-digit PIN number, you may change your credit card information on our automated telephone system by calling the FAST LANE Service Center. For your convenience you may also update your information on our web site. If you do not know your account information, please call the FAST LANE Service Center so that one of our customer service representatives can assist you.

You may also download a form to change your account information. Please write your FAST LANE account number or transponder number at the top of the form and be sure to sign the bottom of the form for authorization. You may fax the form to 508-786-5222 or mail it to the Service Center. Our address is located on the top of the form.  
 
23. Why was my replenishment amount changed?
Based on the Terms and Conditions you agreed upon when joining FAST LANE, the MTA may periodically review the activity in your FAST LANE account and adjust your replenishment amount to more accurately reflect the average monthly costs incurred by you.  If you have any questions concerning your replenishment amount, please call us.  
 
24. I would like to close my FAST LANE account; will I get my money back?
If you return your transponder within 90 days not damaged or defaced you will be refunded the transponder cost plus any funds that remain in the account. After 90 days of opening your account, no refunds will be paid for transponders.  If you would like to close your account please download the close account form, fill it out and fax it back to us at the number provided at the top of the form.

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25. What does the mileage shown on my statement represent and why is there no mileage shown for certain trips?
Mileage is provided on the FAST LANE statement to assist you in applying for the Department of Revenue's Turnpike Fuels Excise Refund Program.  The mileage shown is between toll points on the Turnpike.  Your actual mileage may vary if you traveled beyond a toll before exiting the Turnpike; please refer to the Toll Calculator to determine your full mileage. 

The mileage shown for travel in the tunnels is "0", because this mileage is excluded from the program by the DOR.  In addition, mileage cannot be determined for V-Toll transactions.
 
26. What is the FAST LANE Commuter Tax Deduction, and how can I get my FAST LANE annual tax deductible toll payment amount?
The Massachusetts Legislature has enacted a personal income tax deduction for certain commuter expenses, including Fast Lane toll payments.  This law was originally passed for the 2004 tax year; it has now been passed as an annual deduction beginning in tax year 2006.

The FAST LANE annual tax deductible toll payment amount will be available on-line after January 31st each year by logging into your account.  If you need your FAST LANE toll payment amount earlier than this, please review your monthly statements.

If you cannot log into your account, or have closed your account, please call FAST LANE after January 31st and a customer service representative will assist you.

If you have other questions concerning the FAST LANE Tax Deduction, including tax form instructions, restrictions and recordkeeping requirements, please visit the Massachusetts Department of Revenue Web site or call the DOR Customer Service Bureau at 1-800-392-6089.  

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27. Can I view my monthly statements online?
We do not offer the option to view statements online at this time.  
 
28. Can I make a payment online?
At this time online payments are not available.   
 
29. Why can't I access my Special Program account online?
If you have a special program (i.e. Tunnel Communities Resident, Tobin Bridge Resident Permit Discount, Carpool, or Interchange 1-6) you are required to supply documentation with any changes, as certain restrictions apply.  Access to these accounts is not made available on the website, if you need assistance you can stop in at one of our Service Centers or call us. 
 
30. Why does the FAST LANE Web site require "cookies" when I log into my account?
In order to provide you with better service and enhanced security within the FAST LANE Account area, we send a "Session Cookie" to your Web browser during the time you visit our site.  The cookie is deleted from your computer when you exit your browser.  The cookie contains information needed for the site to function properly.  To manage your account through our Web site, we require that you enable cookies or at least "Session Cookies" in your browser. 

If you do not want to enable cookies for our site, you may get assistance with your FAST LANE Account by contacting FAST LANE, Monday-Friday: 7:00AM - 7:00PM, Saturday and Sunday: 9:00AM - 2:00PM.

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31. Can I view and pay my violations online?
We do not offer to view or pay violations online at this time.  
 
32. I received a FAST LANE warning/violation. What should I do?
Submit your appeal in writing, (for violations please use the form that was included with the Violation Notice) by the date indicated on the notice. Contact the FAST LANE Service Center and press option 3 to verify that all of your FAST LANE account information is correct and updated.  
 
33. How do I know I received a V-Toll, and how do I correct it?
When a V-Toll (video toll) posts to a FAST LANE account (as indicated on your FAST LANE statement), it charges the account the maximum fare for that exit point. A V-Toll posted by license plate indicates that your transponder did not read as you passed through a FAST LANE / EZ-Pass toll booth. Once the license plate is verified with your FAST LANE account, a V-Toll will post. You should either bring your transponder to the nearest FAST LANE Service Center or call our customer service representatives (option 3). Should the transponder be defective, it will be exchanged at no charge, providing the transponder is not damaged or defaced and is within the 3 year warranty period. A V-Toll posts by transponder number if your FAST LANE account was insufficient at the time of the toll transaction, but was replenished before the image was reviewed. You must notify the FAST LANE Service Center within 60 days of the date of the disputed charge. Please forward a copy of your FAST LANE statement to the Service Center via mail or fax. The address can be found on the top of the statement or you may fax your statement to 508-786-5222.  
 
34. Why did I get charged for two identical trips (same dates and same time-seconds apart) on two of my transponders on my FAST LANE account?
If you have more than one transponder in your possession at the time of traveling through a FAST LANE, it is possible for both of the transponders to be read. You must enclose one of the transponders in the foil pouch provided to you when you purchased the transponder to prevent it from reading. You may request a toll adjustment(s) within 60 days of the date of the duplicate charge.

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35. I have a Tunnel Communities Resident Program account and I am moving. What should I do?
If you are moving out of the eligible area of the Tunnel Communities Resident Program and would like to continue using FAST LANE, you must close your existing account, return your current transponder, open a new account and pay for a new transponder. You are required to notify FAST LANE with your new address. Failure to adhere to the terms and conditions you agreed upon when joining the Resident Program can result in violations and fines.  
 
36. Does the Mass Pike offer a Carpool Program?
Yes. There are 8 zones to choose from based on your travel needs. In addition, you may add the Tunnels to your zone (providing the zone you select takes you to downtown Boston) for an additional fee. There must be 3 or more occupants in the vehicle while you are using the transponder.

To enroll, you must complete the Carpool Application, select the zone that best suits your needs, and bring it to one of our FAST LANE Service Center locations. All applications must be accompanied by a current registration certificate and lease agreement, if applicable, a valid driver's license and a valid credit card. 

Carpool accounts renew annually, so you will get unlimited usage of the plazas within the zone for a year.  

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37. Does the Tobin Memorial Bridge offer a discount to FAST LANE users?
Yes. The Tobin Memorial Bridge is owned and operated by the Massachusetts Port Authority. Massport offers a resident discount program to eligible Chelsea and Charlestown residents who qualify for the program. As a resident of Chelsea or Charlestown, you may apply for a resident discount account through the Massachusetts Turnpike Authority - FAST LANE Service Center, 145 Havre St., East Boston, Ma 02128 or you may download an application and bring the application with the required qualifying documents to the FAST LANE office in East Boston.

If you are a FAST LANE Individual account holder, you will receive a discount using the Tobin Memorial Bridge. The current cash toll amount is $3.00. As a FAST LANE Individual account holder, your charge will be $2.50. 
 
38. I currently have a Tunnel Communities Resident Program account. How will the program changes in January 2008 affect me? 
Effective January 2008, all participants in the Annual FAST LANE Tunnel Communities Resident Program will need to re-qualify on an annual basis in order to remain in the program.  Notices with instructions will be mailed out prior to the renewal date.  Failure to re-qualify will result in the loss of privileges and/or fines.  Go to the Special Programs page to see all the details of this program. 
 
39. I currently have an Interchange 1-6 program account and want to replace my transponder. Will I have to pay for the new transponder?
Effective April 24, 2006, if your transponder is defective and it is outside of the three (3) year warranty period; you will need to purchase a replacement transponder.  If you receive a "Call Fast Lane" light either stop in at one of our convenient Service Centers or call Fast Lane and we will assist you at that time.

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