RiverLink Account FAQs
How can I open a RiverLink prepaid account and get a transponder?
Customers can open a prepaid account online, by phone or in person at a customer service center. To open an account, customers will need to provide their name, billing address, phone number and payment method. They’ll also need to provide the vehicle’s make, model, year, color and license plate number.
Why does the website indicate I already have an account when I try to set up a prepaid RiverLink account?
Once a vehicle crosses a tolled bridge, the vehicle is in the RiverLink system. All outstanding tolls and fees must be paid before setting up a RiverLink prepaid account.
Tolls owed can be reduced to the lower, transponder rate and late fees waived by setting up a prepaid RiverLink account before that account reaches collection status (fourth toll invoice). Account conversion is available online, by calling RiverLink customer service or by visiting a RiverLink customer service center. To check online to see if you qualify for this one-time conversion offer, click the “Pay Invoice Online” link below, go to the “Invoices and Payment Plans” section, then enter the invoice number and license plate.
I have an account; why did I also receive an invoice?
In most cases, if an account holder receives an invoice, it means their account has a negative balance. Some ways to avoid this issue:
- Set up auto-replenishment. As long as the payment method remains valid, the account will always have a positive balance. Add a secondary, back-up payment source in case the first payment method fails.
- Request low-balance reminders by email and check your spam folder to make sure you’re not missing notifications.
Why is my RiverLink account locked and how do I unlock it?
There could be two reasons why a customer’s RiverLink account is locked.
- A prepaid RiverLink account is locked if crossing local tolled bridge(s) after the account reaches a negative balance. The account will remain locked until tolls owed are paid. Auto-replenishment is the best way to avoid a negative balance and higher toll rates.
- An online account may be locked if an incorrect password is entered three times. Customers can reset the password online.
How do I add more money to my account?
Customers can add money to a prepaid account online, by phone or in person at a customer service center. Customers can use a credit card, debit card or checking account. Our customer service centers also accept cash.
What if my account reaches a negative balance?
RiverLink accounts are prepaid. If a prepaid RiverLink account reaches a negative balance, higher toll rates will be charged and invoices will be mailed until the account is back in good standing. Accounts with a negative balance will be locked until tolls owed are paid. Unlock the account online by paying outstanding invoices. If the account has a negative balance, trips taken will not count toward the frequent-user discount.
Auto-replenishment is the best way to avoid a negative balance.
Does my account balance carry over month to month?
Yes. RiverLink prepaid account balances carry over month to month.
If I close my account, is my account balance refunded?
Yes. Customers who close a RiverLink prepaid account for any reason receive a refund of the account balance.
Note: A RiverLink prepaid account is different from a RiverLink starter kit. RiverLink starter kits are non-refundable.
How do I add a new car and/or new license plate to my account?
New vehicles/license plates can be added to an account online, by phone or in person at a customer service center.
Do I register a temporary license plate?
Yes. A temporary license plate (also known as a “Temp Tag”) should be added to the account just like a permanent license plate. When the permanent license plate is received, the temporary license plate number should be removed from the account, and the permanent license plate added to the account. Vehicle information can be updated online, by phone or in person at a customer service center.
What if I sell my vehicle?
Remove the transponder from the vehicle and remove the vehicle information from the RiverLink account. Tolls will be charged to the account holder until the vehicle information is updated on the account. Vehicle information can be updated online, by phone or in person at a customer service center.
What is the PIN number?
The PIN is a 4-digit number used to access an account by phone when using our Interactive Voice Response (IVR) system. To update the PIN:
- Log in to your account
- Go to Account Features and select Edit Account
- Enter a 4-digit number in the IVR PIN field, then scroll to the bottom of the page and click Save
I see a $x.xx “pending charge” on my bank registry, is this a duplicate charge?
Some customers may see a “pending charge” on their online bank statement, which is not an actual charge. This is shown by certain banks as they prepare to authorize an auto-replenishment charge. These types of pending charges will disappear without an actual charge being incurred.
What is a RiverLink account inactivity fee and how does it work?
When a RiverLink prepaid account becomes inactive (no tolling or other account activity) for 365 consecutive days, the account will (a) stop any auto-replenishment and (b) withdraw a $5 inactivity fee from the account balance every month until the balance is depleted or the account becomes active again. The account will be closed if it reaches a zero balance.
Before an inactivity fee is charged, RiverLink will reach out to customers after 320 days of no activity and offer a refund of the account balance. If a refund is not requested, the inactivity fee is charged after 365 days of no activity. A single crossing on a local tolled bridge or any crossing in the E-ZPass network in a 365-day period qualifies as account activity.
How do I close my account?
To close a RiverLink prepaid account, customers can:
- Call customer service
- Send an email
- Visit a customer service center
- Send a written notice
Is there a fee to receive a monthly statement?
There is no fee to receive a monthly account statement by email (also known as paperless statements) or to access it online. There is a fee to receive mailed paper statements.
- For personal accounts, mailed statements are $2 per month. The fee is waived if auto-replenishment is used.
- For commercial accounts, the fee for mailed paper statements is $2 for the first 4 pages plus 20 cents for each additional page per month. The fee is waived if auto-replenishment is used.