Frequently Asked Questions

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1.00 - General Questions

• 1.01) What is E-PASS?

  The E-PASS is an electronic toll collection system that is easy, fast and convenient. When installed properly on you vehicle, E-PASS allows motorists to use certain toll roads with stopping, searching for change, or paying a toll attendant. The toll amount is automatically deducted from your E-PASS pre-paid toll account and the account is replenished at a pre-determined amount determined by you. E-PASS customers receive (by mail), monthly statements of all account activity at no cost.

• 1.02) How does E-PASS work?

  The heart of the E-PASS electronic toll collection system is the Transponder. The Transponder is an electronic device which sends electronic signals to equipment installed in the toll lanes that contacts your E-PASS account, deducts the appropriate amount from your account, and then tells the system that you have paid your toll and instructs the signal light at the end of the toll lane to turn "green". All of this activity happens at lightening speed but you should slow to a safe speed of 25mph and allow the computers to do the work. Your Transponder must be installed properly for your electronic toll system to work correctly.

• 1.03) Where can I use my E-PASS?

  E-PASS works on the Osceola Parkway and all Florida toll roads bearing the E-PASS, SunPass, LeeWay or designated Orlando International Airport parking garages. E-PASS does not work on toll roads located outside of Florida.

• 1.04) What are the benefits of using an E-PASS transponder?

  Customers using an E-PASS Transponder have the convenience of not having to stop to pay tolls, searching for spare change, or waiting in line to pay tolls. It is a quick and easy way to travel on the Osceola Parkway and designated toll roads located throughout Florida.

• 1.05) Where can I get E-PASS?

  You can visit the E-PASS Service Centers located at:

  East Orlando
  762 South Goldenrod Road
  Orlando, FL 32822

  West Orlando
  5050 West Colonial Drive
  Orlando, FL 32808

  Alternatively, you may call the E-PASS Service Center at 407-823-7277, Monday through Friday from 8:00am-5:00pm.

  Click here to visit the Expressway Authority website.

• 1.06) Can I open an E-PASS account for a family member or friend?

  Yes. The E-PASS Service Center offers gift certificates.

• 1.07) If I change vehicles and need to move my E-PASS Transponder from one vehicle to another, what do I need to do?

  The E-PASS Service Center installs and removes transponders at no cost. If you decide to move the transponder yourself, you may call the E-PASS Service Center to receive additional installation Velcro tape. Since each Transponder is assigned to a specific vehicle license plate, you must contact the E-PASS Service Center and provide them with the new vehicle information in order to keep your account accurate and current.

• 1.08) Do I have to install my Transponder or can I just keep it in the car with me?

  In order for the Transponder to work properly, you must install the Transponder on your windshield behind the rearview mirror. Using your E-PASS Transponder in any other manner such as holding it up to the window when traveling through the toll lanes is in direct violation of the E-PASS Users Manual. A Transponder not mounted properly will not work consistently. Customers who have vehicles with improperly installed Transponders may receive Uniform Traffic Citations.

• 1.09) Is there a fee for a lost, stolen or damaged Transponder?

  For current charges, contact E-PASS at 407-823-7277.

• 1.10) Does my account get charged if another driver follows too close and "tailgates" my car?

  No. The E-PASS electronic toll collection system uses precise electronic equipment to separate each vehicle and charge the appropriate toll.

• 1.11) I'm paying cash at the toll booth, but I think I received incorrect change, who can I talk to when I receive incorrect change back from a Toll Service Attendant?

  Rather than tie up traffic, please stop at the Toll Plaza Administration building and ask to speak with the supervisor on-duty.

• 1.12) I am a cash paying customer and went through the Transponder lane by mistake. What do I do?

  We certainly understand and this is not uncommon, especially during peak traffic times. If this is your first violation, you should do nothing. The Osceola Parkway only prosecutes customers who accumulate more than three violations in a thirty-day time frame.

• 1.13) What are the consequences to a driver who passes through the toll plaza without paying the proper toll?

  The Osceola Parkway has a violation enforcement system that takes a digital photo of the license plates of motorists who fail to pay the required toll amount. Repeated failure to pay a toll is a violation of Florida Statute 316.1001 which may result in the issuance of a Uniform Traffic Citation. The Osceola Parkway issues violation warning letters to drivers who do not pay tolls.

• 1.14) If I receive a violation warning letter what do I do?

  Please check to see which agency issued the letter and contact that agency directly for resolution. If it is your first violation, you should do nothing. If the Osceola Parkway issued the violation warning letter please contact us immediately. If you feel that your Transponder does not work properly or if you have insufficient funds in your account, you should stop by the E-PASS Service Center and have your Transponder tested and/or pay cash until your problem is resolved.

• 1.15) What do I do if I receive a Uniform Traffic Citation?

  After three warning letters in a thirty day period, repeat toll violators will receive a Uniform Traffic Citation which is authorized under Florida Statute 316.1001. You may voluntary pay the ticket or you can choose to take your case to traffic court. Your options are detailed on the Traffic Citation. If you feel you have been issued a ticket in error, please contact the agency that issued you the Traffic Citation. A ticket paid voluntarily is $50.00 with no points, a Traffic Court imposed maximum fine for toll violation is $114.50 and 3 points. Any further violations will result in the issuance of additional Traffic Citations which may result in a suspended drivers license as directed by the Traffic Court.

• 1.16) Where can I get a replacement battery for my E-PASS Transponder?

  You may get your battery replacement at the E-PASS Service Centers located at:

  East Orlando
  762 South Goldenrod Road
  Orlando, FL 32822

  West Orlando
  5050 West Colonial Drive
  Orlando, FL 32808

  You may also have batery replacement performed at any of the participating Central Florida Lowe’s location listed below:

  Location	Phone Number
  South Orlando # 670	407-351-4667
  S/E Orlando # 1598	407-382-2211
  West Colonial #642	407-532-6884
  Waterford #1161	407-281-0177
  Altamonte Springs #604	407-788-4305
  Oviedo #1140	407-977-9599
  Winter Haven #1079	863-299-2819
  Lakeland #0783	863-701-9800
  Titusville #504	321-267-9221
  Rockledge #1506	321-631-0696
  Orange City #467	386-774-7000
  Lake County # 569	352-365-2223
  Melbourne #696	321-953-2880
  Port Orange #741	386-788-8566
  Ormond Beach #742	386-671-9112
  Sanford #1657	407-430-4060
  Kissimmee #1652	407-846-1292

2.00 - E-Pass Transponder and Orlando International Airport Questions

• 2.01) How does the E-PASS Transponder work at the Orlando International Airport (OIA) parking garage?

  If you are an E-PASS or SunPass customer, upon entrance of the "A" or "B" parking garages located at the Orlando International Airport, you will use the entry lanes marked with the "E-PASS" or "SunPass" logos. If you account is in good standing and has adequate funds, the gate will raise and you will proceed into the garage without having to take a ticket.

  When leaving the garage, you will once again use the exit lanes marked with the "E-PASS" or "SunPass" logos. As you pull into the exit lane, the gate should raise and the parking fee will be shown on the display adjacent to the lane. The fee for parking will be deducted from your E-PASS account the next day. All parking transactions will show on your monthly statement.

  If you stay in the garage more than one calendar day, you need to make sure you have sufficient funds to cover the expected parking fee or have a credit card associated with your E-PASS account and have it set to "auto-replenish". If you do not have the necessary funds in your account to cover the parking fee, you will not be able to exit through the lanes marked with the "E-PASS" or "SunPass" logos and will be required to pay by other means.

• 2.02) What happens if I pull into an OIA parking garage entry lane and the gate does not rise?

  If you are entering the garage, you will be required to pull a ticket and exit through a non "E-PASS or SunPass" lane and pay the attendant by cash or credit card. When convenient, contact the E-PASS Service Center at 407-823-7277 to determine why you were not able to use your E-PASS.

• 2.03) What happens if I pull into an OIA parking garage exit lane and the gate does not rise?

  If the gate does not rise, you might be asked to proceed to an attended lane with a staff person to inform them of the problem. The attendant will then ask you to provide them with the transponder number (located on the back of the transponder). The attendant will look up the time and date you entered the garage and will charge you the appropriate amount. You will need to pay this parking fee with cash or credit card. When convenient, contact the E-PASS Service Center at 407-823-7277 to determine why you were not able to use your E-PASS as a payment option upon exit.

• 2.04) What would cause me not to be able to enter or exit the OIA parking garage using my E-PASS account?

  It is possible the transponder is not correctly mounted on your windshield, the E-PASS account has insufficient funds or there could be an issue with the equipment in that specific lane and/or with your transponder. In all cases, it is best to contact the E-PASS Service center at 407-823-7277 for further information.

• 2.05) Does the OIA parking garage service cost anything?

  No. The only fee you will pay is the amount owed to the airport for parking. There is no parking fee for vehicles that enter or exit the garage in less than one-half hour.

• 2.06) I need to sign up for the OIA parking garage service?

  No. All E-PASS customers who have funds available in their account to cover the parking fees can use this service.

• 2.07) Will customers receive a discount for using E-PASS as payment for airport parking if a certain amount of transactions are obtained within a month?

  No. At this time, there is no discount program being offered by the Orlando International Airport.

• 2.08) Is this program available at other airports or parking garages?

  No. Currently, the Orlando International Airport is the only facility where this service is offered.