RiverLink email response is up to 5 days

Toll dispute response is 30 days

 

RiverLink Help

Think you were charged in error? Did you make a crossing that didn’t post to your account?

  • Fill out this dispute form: Toll Dispute Form.
  • Return the toll dispute form by email, mail or in person at a customer service center. You’ll get a written response within 30 days.
  • If you’re disputing a crossing that hasn’t posted, wait at least a week for the trip to post prior to filing a dispute. Include the date, approximate time of the trip, license plate number and transponder number when filing your dispute.
  • A single dispute form can cover multiple transactions. You do not need to fill out a dispute form for individual crossings.

 

 

Don’t let your account reach a negative balance!

  • You need to keep money in your account to pay for trips across tolled bridges. It’s not enough to just have a RiverLink account.
  • If your RiverLink account reaches a negative balance, the next time you cross a tolled bridge, you’ll pay a higher rate and receive an invoice in the mail.
  • Accounts with a negative balance will be locked until tolls owed are paid.
  • If your account has a negative balance, trips taken will not count toward the frequent-user discount.
  • The minimum balance of $20 for a personal account is likely not enough if you intend to use tolled bridges every day.
  • Auto-replenishment is the best way to avoid a negative balance.

 

Why is my RiverLink account locked?

  • Your prepaid RiverLink account is locked if you cross a tolled bridge after your account has reached a negative balance
  • Your account will remain locked until you pay tolls owed.
  • When you log into your account, you will be given the option to pay your tolls and unlock your account. First, you will have to pay tolls owed and then you will have to make a payment to replenish your account.
  • Auto-replenishment is the best way to avoid a negative balance and higher toll rates.

 

 

What is auto-replenishment, and how does it work?

  • Auto-replenishment starts when you add a payment form (credit card, debit card or checking account) to your RiverLink prepaid account.
  • When you reach a low balance, money is automatically added to your account from your chosen payment method to ensure you never reach a negative balance, and never pay a higher toll rate.
  • You can set up auto-replenishment online, by phone or in person at a customer service center.
  • To set up auto-replenishment online, log in to your account and click the Account Features tab and Edit Account.
  • Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
  • Auto-replenishment amounts can be managed online (log in, go to Payment tab and choose Manage Payment Methods), by phone or at a customer service center.
  • Consider a replenishment level that matches expected monthly toll expenses.

 

 

I thought I set up auto-replenishment, but it’s not working.

  • It’s easy to check if auto-replenishment is in place. Log in to your account and click the Account Features tab and Edit Account.
  • Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
  • If your credit card expires or is not valid, auto-replenishment will not work.
  • It’s a good idea to add a secondary, back-up payment source in case the first payment method fails.

 

 

Why is more money being added to my account?

  • If you’ve set up auto-replenishment, more money will be added to your account when you reach a low balance, one-third of your minimum balance.
  • You control the level of replenishment, with a minimum of $20 for personal accounts.
  • You can manage payment options online. Log in to your account, go to the Payment tab and choose Manage Payment Methods.
  • You can also manage payment methods by calling or visiting a customer service center.

My account balance is low. How do I add more money to my account?

  • You can add more money to your account online, by phone or in person at a customer service center.
  • Log in to your account and click on the Payments tab and select Make a Payment.
  • Low balance reminders are sent automatically. Request low-balance reminders by e-mail to help ensure timely reminders, and check your spam folder to make sure you’re not missing notifications.
  • Notifications sent by mail may arrive after an account reaches a negative balance.
  • Consider auto-replenishment to save time and avoid a negative balance.

 

 

I want to set up a RiverLink account, but the website indicates I already have an account.

  • If you’ve crossed a tolled bridge, you’re in the system. That means your license plate is associated with crossings on tolled bridges.
  • You have to pay tolls owed before you can set up your RiverLink prepaid account.
  • Contact a customer service representative by phone on in person to reduce tolls owed and set up your RiverLink prepaid account.
  • Tolls owed will be reduced to the lower, transponder rate (one-time only!) if you set up a prepaid RiverLink account.

 

How do I get my frequent-user discount?

  • The frequent-user discount is automatic. 40 crossings (20 round trips) must post for the calendar month before the discount is received.
  • The frequent-user discount is per transponder, not per account.
  • The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
  • You must have enough money in your account to prepay all trips. For example, 40 trips at $2 per crossing = $80.
  • Trips taken with a negative balance will not count toward your frequent-user discount. Consider signing up for auto-replenishment to always keep a positive balance.
  • After 40 crossings are posted to the account, it can take a few days for the credit to post.

 

 

How can I tell how many crossings I’ve made?

  • Log in to your RiverLink account and click on Account Features.
  • Click on Transaction History.
  • Use the Set Filters button at the bottom to filter trips by transponder or license plate. You can copy crossings into Microsoft Excel or other spreadsheets.

 

 

I should be a frequent-user, but not all of my crossings have posted to my account.

  • Check to make sure your transponder is mounted correctly. See Transponder Mounting Instructions
  • Give crossings time to post. Some trips across tolled bridges will go to image review, even if you have a transponder. They can take several days to post.
  • Don’t take additional trips because some crossings may not have posted to your account yet. Additional trips will result in additional tolls owed.
  • If it’s been more than a week since you’ve made a crossing and it hasn’t posted, fill out this dispute form: Toll Dispute Form.pdf.
  • Be sure to include the date, approximate time of the crossing, your license plate number, RiverLink account number and transponder number.
  • Return the toll dispute form by email, mail or in person at a customer service center. You will get a written response within 30 days.

 

 

Why didn’t my crossing count toward my frequent-user discount?

  • The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
  • Crossings made with a negative balance will not count toward the frequent-user discount. Consider auto-replenishment for your account.
  • Only crossings in passenger vehicles count toward your frequent-user discount. Additional height on a 2-axle vehicle (accessories, ladders or cargo more than 7 ½ feet tall) or additional axles (pulling a boat or trailer) changes vehicle classification and those trips will not count toward the discount.

 

Why am I being charged $5 for a trip that usually costs me $2?

  • If you have a transponder and a prepaid account, you’re paying the lowest rates based on your vehicle classification.
  • Toll rates are based on vehicle height and number of axles. (include updated chart)
  • If you’re in a 2-axle vehicle that is over 7 ½ feet, you will be charged as a medium vehicle, $5 with a transponder.
  • Vehicle accessories, ladders on top of a truck and cargo in a pickup are considered part of a vehicle.
  • Crossing a bridge with additional axles, such as pulling a boat or trailer, will lead to higher toll rates.

 

 

Why can’t I see my license plate number on my account statement?

  • If you have a valid transponder, that is how your trip is recorded by RiverLink.
  • Your transponder number will be identified on each crossing.

 

 

When will I receive an invoice?

  • Invoices are sent to vehicle owners without transponders and without prepaid accounts.
  • You will receive an invoice if your account has a negative balance. Consider auto-replenishment.
  • An invoice is sent to the address of the registered owner of the vehicle.
  • Two one-way crossings in a passenger vehicle will trigger an invoice. Any additional trips for the next 15 days are collected, and the invoice is mailed to the owner of the vehicle.
  • Additional crossings after the initial invoice, and multiple vehicles registered to the same address will be billed in separate invoices.
  • Initial invoices for the RiverLink system may take longer than normal to receive.

 

I’ve received an invoice, now what do I do?

  • Invoices can by paid online, by mail, by phone or in person at a RiverLink customer service center.
  • The first RiverLink invoice includes only tolls owed.
  • Pay the bill within 30 days to avoid additional fees.
  • Consider opening a RiverLink prepaid account to pay the lowest toll rates.

 

I crossed a tolled bridge. Do I have to wait for an invoice to pay?

  • No, but you do have to wait several days for the trip to post to the RiverLink system.
  • You can call customer service after the trip has time to post, and supply your license plate number to pay tolls owed. You can also pay the toll at a customer service center.
  • To pay online, you will need to wait to receive an invoice first.
  • Consider opening a RiverLink prepaid account to pay the lowest toll rates.

 

Where’s my transponder?

  • If you order a RiverLink local or RiverLink E-ZPass online or by phone, it will be mailed to you, free of charge.
  • Expect to receive your transponder about two weeks after you have placed your order.
  • If you have not received your transponder in a timely fashion, check with customer service by email or phone. Be sure to include your account number.

 

 

Where do I mount my transponder?

  • The transponder goes on the inside of your windshield, as high and as central as possible, close to the rearview mirror. Transponder Mounting Instructions.
  • Avoid the black dots that may surround your rearview mirror. They can keep your transponder from being read accurately.
  • Keep the transponder 3 inches away from metal framing.

 

 

How do I get a replacement transponder?

  • You can request a replacement transponder online, by phone or at a customer service center.
  • Log in to your account and click on the Transponder tab and Replace Transponder.

 

 

I bought a new car. What do I do?

  • New vehicles can be added to your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Add Vehicles.
  • Add your temporary license plate number using the state where you expect to receive your permanent license plate.
  • Expect to receive your transponder in about two weeks.
  • Be sure to update your license plate information when you receive your permanent license plate.

 

 

I have a new license plate. What do I do?

  • New license plates can be added to your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Edit Vehicles to update your license plate information.
  • You do not need a new transponder unless you get a new vehicle.

 

 

I sold my car. What do I do?

  • When you sell your vehicle, remember to remove the transponder from the vehicle.
  • Remove the sold vehicle from your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Edit Vehicles to remove the sold vehicle from your account.

 

 

I crossed a tolled bridge in a rental car. What do I do?

  • If you are in a rental car, you should contact your rental car agency for terms and conditions of payment.
  • These transactions are often sent to the rental car company’s E-ZPass account, and must be paid through the rental car company.
  • These transactions are not available for payment by RiverLink.

 

 

Still need us? Contact RiverLink customer service.

  • By email: riverlink.inquiry@riverlink.com. Expect a response in 3-5 days.
  • By phone: 1-855-RIV-LINK (748-5465). Call volumes are high.
  • Avoid long hold times:
    • Call early in the day and/or use the callback option.
    • The callback option is offered until 3 p.m., Monday-Friday.
    • Expect a return call later in the day, or early the following day.
    • If you miss the call from RiverLink, be sure to call back to be added to the queue again.
  • In person at a customer service center:
    • 103 Quartermaster Station, Jeffersonville, IN (near City Hall)
    • 400 E. Main, Louisville, KY (across from Slugger Field, with free curbside parking)
  • Customer service centers and phone lines are open 7 a.m. – 7 p.m. Monday – Friday.
  • Customer service centers and phone lines are open 8 a.m. – 2 p.m. Saturday.