Change Is Coming
Big changes are coming to RiverLink in the coming months as we make significant investments in our technology and services. We have designed a new system for an improved customer experience.
RiverLink will transition to a new toll service provider this summer. As part of the transition, customers may notice some differences when using their accounts, receiving invoices and crossing the bridges.
Here are the top 10 things customers should know as RiverLink transitions toll service providers.
10 Things to Know During RiverLink’s Transition
1. Starting April 1, invoices for crossings billed using video capture will be held until the new toll service provider’s go-live date.
RiverLink is holding invoices for new video transactions beginning April 1 until the new toll system provider goes live. Video crossings (vehicles without a transponder or registered plate) during this time will be billed beginning in August. Registered pre-paid tag transactions will continue to post to registered customer accounts during this period.
View the Transaction Hold FAQs to learn more.
2. Customers will receive one monthly invoice that includes all tolls owed.
Starting in September, you will receive one invoice each month that includes all recent crossings and any unpaid previous crossings and fees. This will ensure you are always aware of the most up-to-date amount you owe.
Additionally, RiverLink will no longer hold invoices less than $5. Under the new system, invoices less than $5 will be issued, ensuring you receive bills in a timely manner.
3. Current transponders will still work!
The updated technology will work with current transponders, meaning you won’t need to buy a new one.
Don’t have a transponder? Get one today to pay the lowest tolls!
Owe tolls and fees? You may be eligible for RiverLink Fee Forgiveness.
4. Expanded payment methods will be available.
Payment methods will be expanded to include options such as PayPal, Google Pay and Apple Pay, making paying tolls easier.
5. Both walk up centers will close temporarily, and the Kentucky Walk Up Center will be relocated.
RiverLink will continue to maintain walk up centers in downtown Louisville and Southern Indiana.
The Indiana Walk Up Center at 103 Quartermaster Court will temporarily close starting May 27 for renovations. It will reopen late summer. Customers can visit the Kentucky Walk Up Center at 400 E. Main Street, Suite 102.
Continue to check back here for more information on the temporary closures while improvements are made to the walk up centers and for a new location for the Kentucky center.
6. Transponders will be sold in an expanded number of retail locations.
Getting a transponder will be easier with expanded retail options. Drivers will be able to purchase transponders at more locations this summer. A list of locations is coming soon.
7. Account holders will receive more frequent notifications.
Account notifications will be sent out more frequently to help you keep up with your account. These will include notifications when account balances fall negative.
8. Improved technology will ensure you get the frequent user discount.
Make every crossing count!
The updated technology will help ensure all crossings are counted toward the frequent user discount, making it easier to reach 40 crossings.
Under the frequent user discount, drivers with a RiverLink account who cross the tolled bridges 40 times in a month will get a 50% discount per crossing.
9. A new local call center will open in Louisville with dedicated customer service agents.
RiverLink is relocating its call center to Louisville, creating 60 new jobs. RiverLink customers will now be served by customer service representatives who use the bridges.
10. RiverLink.com will receive an update.
You might notice some small differences when logging in to your RiverLink account after the transition. A valid email address and a new password will be needed to login.
Pay by Plate functionality will no longer be available online. If you want to use Pay by Plate to pay your tolls, you will need to call 855-RIV-LINK.
Additionally, you will not be able to pay invoices issued before the transition online. If you have an invoice from before the transition, you will need to mail in the payment.
