e-PASS Frequently Asked Questions
Q: How do I pay?
A: To apply for a Roam Express Visitor's e-PASS you will need to have a valid credit card. The tolls and fees will be charged to your nominated credit card if the balance falls below $10 in debit and / or at the end of the validity period for the visitor's e-PASS. Top
Q: What Fees & Charges are associated with having an Roam Express e-PASS account?
A: Please see the current Schedule of Fees & Charges. This is available from our web site at www.roamexpress.com.au or by contacting our Service Centre on 13 ROAM (13 76 26). Top
Q: Do I need to inform you of changes to my Credit Card Details?
A: Yes. If the credit card the information you have supplied changes you must inform us as soon as possible. If you don't, your Roam Express Visitor's e-PASS may be deactivated which could result in toll notices being issued. These notices can include an extra administration fee. Top
Q: Do I need to inform you of changes to my email or phone number and why do you prefer a mobile phone number?
A: Yes. If provided, we will use your mobile phone number and email address to inform you of important information regarding the status of your pass. For instance this particularly applies to the suspension of your account due to declined credit card payments. Prompt response to any notification we send to you will help prevent you being issued with toll notices. Top
Q: What happens if you can't access funds from my Credit Card for a Top Up?
A: In the event we are unable to access your credit card to pay for your trips within the validity period we will endeavour to contact you via SMS and email to resolve the problem. However if the problem remains unresolved and we do not receive payment for your travel then your Roam Express visitor's e-PASS will be suspended and you may be issued with a toll notice for your unpaid travel. N.B. For each payment request declined by your bank, your account may be debited with a Declined Transaction Administration Fee. Top
Q: Why do I need to give you my vehicle registration numbers?
A: A Visitor's e-PASS uses video tolling, where your registration number details are recorded and matched to your Visitor's e-PASS. We need accurate registration details to make sure your Roam Express Visitor's e-PASS is correctly charged. If these details are not provided or are not correct you may receive a toll notice which can include an extra administration fee. Top
Q: What should I do if I have a complaint?
A: If you have a complaint about our services please contact us. Problem resolution is important to us and we have a complaint resolution procedure that aims to deal with complaints quickly and fairly. Top
Q: How do I close my Roam Express e-PASS account?
A: Your Roam Express Visitor's e-PASS will expire automatically at the end of the 30 days or at an earlier date you have specified. You may close your Visitor's e-PASS at any time by going to roamexpress.com.au, emailing help@roamexpress.com.au or calling 13 ROAM (13 76 26). Requests sent by email will not be processed until the next business day. Top
Q: Does the Visitor's e-PASS work on all toll roads?
A:The Roam Express Visitor's e-PASS works on all Sydney toll roads.. If you want to be covered for travel on all tollroads we recommend a Roam Express e-TAG for either Frequent or Occasional users. Top
Q: : Can I pay cash on Sydney toll roads?
A:You can pay cash on the M2, M4, M5 and Eastern Distributor. However the Lane Cove Tunnel, Falcon Street Gateway, Sydney Harbour Tunnel, Sydney Harbour Bridge, Westlink M7 and Cross City Tunnel are all fully electronic motorways. You will need a tag or a pass to travel on fully electronic toll roads Top
Q: What do the little ‘e' and the big ‘E' mean?
A: You can use an electronic tag on any electronic lane or fully electronic toll road that has the big ‘E' symbol. A little ‘e' symbol means you can use your Roam Express Visitor's e-PASS. Top
Q: Can I register more than one vehicle on the same Roam Express Visitors e-PASS?
A: Yes, you can add as many vehicles as you like when you sign up for a Roam Express Visitor's e-PASS, or add them later at any stage while the pass is still valid. It costs 25 cents per additional vehicle at roamexpress.com.au or $2 (multiple vehicles) if you call 13 ROAM (13 76 26). Top
Q: Why is there a fee for using a Roam Express Visitor's e-PASS?
A: The 75c vehicle matching fee covers our administrative costs of physically viewing photos of number plates to ensure the tolling system has read them correctly and charges the toll to the right account . Top
