Frequently Asked Questions Q: How does the SunPass Prepaid Toll Program work? A: A small, pocket sized device called a "transponder" is attached to the inside of your car windshield, just below the rearview mirror. The transponder communicates via radio frequency with toll plaza antennas. As the car passes through SunPass equipped lanes, the toll charges are electronically deducted from your prepaid toll account.

Q: How much does it cost to use the SunPass system?

A: The transponder, which allows motorists to have tolls electronically deducted from a prepaid account, costs $25 plus tax and requires a minimum opening balance of $25 for a personal account.

Commercial accounts have a different opening balance and you must contact the SunPass Customer Service representative to open the account and determine the amount needed.

Q: Are there SunPass toll discounts?

A: SunPass customers pay less than cash customers because the SunPass Prepaid Toll Program is a more efficient method of collecting tolls. Click here for additional information regarding SunPass user discounts.

Q: How accurate is the SunPass Prepaid Toll Program?

A: To ensure accuracy, SunPass transponders have several built-in self-tests that check key internal components such as memory and battery voltage each time the device passes through a SunPass toll lane. The Type IIb and Type IIe transponders have a warranty against manufacturing problems or defects for two (2) years following the date of purchase.

Q: What happens if the transponder is not in the vehicle when I pass through a SunPass lane and I do not pay the toll?

A: You will be processed as a violator and may receive a Uniform Traffic Citation, depending upon your past violation history.

Q: Can I mount SunPass someplace other than the windshield?

A: No. Unless SunPass is properly installed on the windshield, the SunPass in-lane equipment may not read it. Handholding or placing it on the dashboard may work sometimes, but will not work all the time. Transponders installed incorrectly or not at all may result in your failure to pay the toll, possible fines and the issuance of Uniform Traffic Citations. However, some vehicles have metallic oxide in the windshield, which may necessitate the transponder being mounted elsewhere on the windshield. Click on Problem Windshields.

Q: How do you know when your Prepaid Account balance is low? A: Listen to your transponder as you travel through a SunPass lane. When the account balance is low, the transponder will emit a series of tones: high-low-high-low. You can also go to the homepage, click on Log In to Your Account and view your account balance online.

Q: How long does it take for (Easy Pay) to automatically replenish my account?

A: Easy Pay is completed within 24 hours from the time the balance drops below the low balance threshold. If your replenishment does not occur, you must notify the SunPass Service Center because there may be a problem with your credit card on file. Click here for more information on the Easy Pay program.

Q: Can I pull a boat/trailer?

A: When towing, you can use the SunPass lanes. The toll for additional axle(s) will be calculated and deducted from your transponder during subsequent use. This is only recommended for occasional usage. If you pull additional axles on a daily basis, you will need to open a commercial account. To discuss the terms of a commercial account, please contact SunPass Customer Service at 1-888-865-5352 and a representative will be glad to assist you.

Q: Can I get my money back?

A: Yes. If you are not completely satisfied with SunPass you may return the transponder to the place of purchase with your receipt and receive a full refund (CVS - 30 days, Publix - 45 days, SunPass - 45 days) You will need to call SunPass (1-888-865-5352) to receive any remaining balance in your prepaid account. We request that you return the transponder in a like-new condition.

Q: How do I access my account online? A: Go to the homepage and click on Log In to Your Account. Enter your SunPass Account Number and PIN to gain access to your personal profile. You can check your account balance, replenish, purchase additional transponders, update account information and print monthly statements as well.

Q: What if I forgot my Account Number?

A: Contact the SunPass Customer Service Center at 1-888-865-5352. For security purposes, a representative will ask you several identification questions before giving you your account number so you can access your account online.

Q: What if I forgot my PIN?

A: From the account log-on page, click on Forgot your PIN? Then enter your account number and e-mail address. Once your account is validated, your PIN will be e-mailed to you. If you do not know your account number, or you do not have an e-mail address on file, please contact the SunPass Customer Service Center at 1-888-865-5352. For security purposes, a representative will ask you several identification questions before resetting your PIN so you can access your account online.

Q: What happens if I change vehicles, license plate, credit cards, or address?

A: You should immediately update your account information on our website or call the SunPass Customer Service Center at 1-888-865-5352.

Q: Can I use the transponder with more than one vehicle?

A: You may use your personal transponder on another vehicle that has the same number of axles, as long as the vehicle and license plate are listed on your account information. Transponders issued to commercial accounts are interchangeable between vehicles, regardless of vehicle type or axle count. For your convenience, transponders may be easily removed and reattached. However, all vehicles and license plates must be listed on your account information.

Q: Is there a charge for replacement of a transponder due to loss, theft or accident?

A: Yes. Replacement cost is the same as the initial cost, $25.00 plus tax. For your protection, please report lost/stolen transponders immediately.

Q: I need activity statements and/or specific toll transaction receipts for business. What do I do?

A: To print your monthly activity statements free of charge, simply access your online account with your account number and PIN. Go to the homepage and click on Log In to Your Account, then select the month you need and print. You may also request hard copy statements to be mailed to you. The fees for personal account statements are $1.50/monthly, $3.75/quarterly and $10.00/yearly. Summary statements for commercial accounts are available at no cost. Detailed commercial account statements cost $5.00/monthly, $15.00 quarterly and $60.00/yearly. The Florida Department of Transportation does not consider Internet-generated statements as official documents in cases of dispute. To request hard copy statements, please contact the SunPass Customer Service Center at 1-888-865-5352.

If you need receipts for specific toll transactions, you may print those receipts free of charge online. First, access your online account using your account number and PIN. Then, select the month in which your toll transaction(s) occurred. Finally, click on the receipt icon next to the transaction that you need and print! Receipts are also available by contacting the SunPass Customer Service Center at 1-888-865-5352.

Q: Will my name and address be shared with others?

A: We respect the privacy of all SunPass account holders. We do not sell or share our SunPass customer list with outside marketers. In addition, SunPass account information is exempt from disclosure under Florida's public records law, pursuant to section 338.155(6), Florida Statutes, and accordingly, information concerning a SunPass account is provided only when required to comply with a subpoena or court order.

Q: Who should be contacted if the transponder is not working properly or needs to be repaired?

A: Customers should call the SunPass Customer Service Center toll-free at 1-888-865-5352 and explain any issues. Type IIb and Type IIe transponders are warranted against manufacturer's defects for two (2) years after the date of purchase.

Q: If a SunPass customer moves out of Florida, can the SunPass transponder be returned for a refund?

A: Motorists moving out of the state will receive a refund on the remaining prepaid account balance but not the cost of the transponder. Refund requests can be made by phone or mail to our SunPass Customer Service Center.

Q: How do I transfer my account to someone else? A: To transfer a prepaid account and transponder to someone else, please provide customer service with a notarized document stating to whom you are transferring the account and the new account holder's information. This letter can be mailed or faxed to SunPass Operations, P.O. Box 88089, Boca Raton, FL 33488-0089, 1-888-265-1725.

Q: How can I print complete web pages from the SunPass.com web site?

A: The SunPass.com web pages are designed to be viewed on-line. Depending on the current printer settings, some browsers may truncate a few characters off the right-hand side of the printed pages. You can print complete pages by using the File|Page Setup... function of your browser; you should set the margins to be .25" (a quarter of an inch) for the right-hand and left-hand margins before printing a SunPass web page.