Help and Frequently Asked Questions

 

For answers to frequently asked questions or to contact the Illinois Tollway, select the appropriate topic.

 

About I-PASS

Vtolls, Ttolls

 

Contact the I-PASS Team

About I-PASS FAQs

I-PASS is:

  • Faster I-PASS saves drivers an estimated 10 minutes per trip and 2 hours of travel time per week.
  • Safer I-PASS eliminates the challenge of changing lanes to reach the cash lanes at toll plazas.
  • More convenient I-PASS frees customers from worrying about finding exact change or remembering to pay their tolls online.
  • Better for the environmentI-PASS reduces pollution because customers drive non-stop and avoid idling at tollbooths.

More than 87 percent of Tollway customers use I-PASS.

I-PASS account funds never expire.

Get I-PASS today
As your vehicle travels through a toll plaza, a radio antenna sends a signal to your I-PASS transponder that triggers the deduction of a toll from your account.

A "Toll" occurs when a signal from your I-PASS transponder is read, but no toll is collected due to no funds available in your account at the time of the transaction. Funds must be added to your account within seven days of this transaction in order to avoid a violation. If funds are added, you will then see a "Ttoll" transaction posted to your account, otherwise, this unpaid transaction is sent as a violation to the vehicle's registered owner.

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Manage My I-PASS Account

I-PASS Balance, I-PASS Update, I-PASS Email Account Alerts

 

Contact the I-PASS Team

Manage I-PASS Account FAQs

You can find your I-PASS balance:

I-PASS Account Login

By Telephone 800-UC-IPASS (800-824-7277)
Our interactive voice response system allows you to update your account information and add funds to your balance 24 hours a day, seven days a week. If you need to speak to a customer service representative, they are available to take your call weekdays 6 a.m. to 10 p.m. and weekends 8 a.m. to 5 p.m.  Refer to chart for available services

At Customer Service Centers
I-PASS services are now available weekdays from 7 a.m. to 6 p.m. at five locations. Stop in to pick up or exchange a transponder, pay an unpaid toll or violation notice or update your I-PASS account.

The Customer Service Centers are located at:

Find a list of available services

You can manage and update your account online, by telephone and at the Tollway's Customer Service Centers.

By Telephone 800-UC-IPASS (800-824-7277)
Our interactive voice response system allows you to update your account information and add funds to your balance 24 hours a day, seven days a week. If you need to speak to a customer service representative, they are available to take your call weekdays 6 a.m. to 10 p.m. and weekends 8 a.m. to 5 p.m. Refer to chart for available services

At Customer Service Centers
I-PASS services are now available weekdays from 7 a.m. to 6 p.m. at five locations. Stop in to pick up or exchange a transponder, pay an unpaid toll or violation notice or update your I-PASS account.

The Customer Service Centers are located at:

 

Find a list of available services

No. No need to worry your balance will never expire.

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On the Road With I-PASS

Pay Tolls, Toll Lanes

 

Contact the I-PASS Team

On the Road With I-PASS FAQs

First, check with your rental car company on its policy for paying tolls. Some rental car companies provide transponders. In such cases, be sure you understand how to use the transponders and how you will be charged for transponder-based tolls.  Inquire about transponder availability and fees with the rental agent.

Second, if your rental car company does not provide a transponder or you do not want to use the transponder they provide, you have two options:

  • Pay the cash tolls.
  • Use your I-PASS or E-ZPass transponder.
    Be sure to mount the transponder on the inside of the windshield, next to the rearview mirror, to help ensure that the transponder signal is received.
    Review your I-PASS account activity regularly to ensure the charges are accurate.  
    We do NOT recommend adding rental car license plates to your account.

In the event your transponder signal is not properly read while in the rental car, there are two possibilities.

First, it is possible that the rental car company accumulates a video toll on the license plate. If this occurs, the rental car company, per its rental agreement with you, might have the option to charge you for the toll, as well as to charge you an additional processing fee, even after you have returned the car.

Second, it is possible you will receive a violation notice. The violation notice will be sent to the rental car company, which is the registered owner of the vehicle. The rental car company then has two options: 1) by Illinois law, they may re-assign the violation notice to you based on their record of who was renting the vehicle when the violations were incurred; or 2) they may choose to pay the notice and bill you themselves. If a rental car agency chooses to pay the notice and bill you themselves, you will not be eligible for the settlement guidelines.

I-PASS can be used on the Chicago Skyway, Indiana Toll Road and anywhere E-ZPass is accepted.

I-PASS is not accepted at airport parking lots and other non-roadway facilities that accept E-ZPass.

The designated I-PASS lanes on the Chicago Skyway and Indiana Toll Road are gated and located on the right. Wait for the gate to rise before proceeding.

I-PASS is not accepted in the attended lanes and discounts do not apply on the Skyway (Chicago Skyway Customer Service: 773-356-5555).

Driving in Indiana?
Not all plazas or lanes are equipped to accept I-PASS or E-ZPass, so follow directional signs on the road or visit the Indiana Toll Road website for more information. Passenger vehicles with I-PASS enjoy the same 40 percent discount as E-ZPass users.

I-PASS and E-ZPass are accepted by 14 states and 20 different facilities. Rates and discounts are set by individual facilities.

Participating E-ZPass agencies are listed below.

Buffalo and Fort Erie Public Bridge Authority
Burlington County Bridge Commission
Delaware Department of Transportation
Delaware River and Bay Authority
Delaware River Joint Toll Bridge Commission
Delaware River Port Authority
Illinois Tollway
Indiana Toll Road Concession Company, LLC
Massachusetts Department of Transportation
Maryland Transportation Authority
Maine Turnpike Authority
Metropolitan Transportation Authority Bridges and Tunnels
New Hampshire Department of Transportation
New Jersey Turnpike Authority
New York State Bridges Authority
New York State Thruway Authority
North Carolina Turnpike Authority
Ohio Turnpike Commission
Pennsylvania Turnpike Commission
Port Authority of New York & New Jersey
Rhode Island Turnpike and Bridge Authority
Skyway Concession Company
South Jersey Transportation Authority
Virginia Department of Transportation
West Virginia Parkway Authority

For more information on specific E-ZPass roadways

I-PASS works in all toll lanes on the system. Open road tolling lanes offer quick, safe and easy travel for I-PASS users, but sometimes you must use the cash plaza if your exit is nearby. At ramp tolls, use the lane most convenient for your route.

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Transponder Replacement Program

Transponder Not Working, Combine Transponders

 

Contact the I-PASS Team

Transponder Information FAQs

Online

By Telephone 800-UC-IPASS (800-824-7277)

Our interactive voice response system allows you to update your account information and add funds to your balance 24 hours a day, seven days a week. If you need to speak to a customer service representative, they are available to take your call weekdays 6 a.m. to 10 p.m. and weekends 8 a.m. to 5 p.m.

At Customer Service Centers
I-PASS services are now available weekdays from 7 a.m. to 6 p.m. at five locations. Stop in to pick up or exchange a transponder, pay an unpaid toll or violation notice or update your I-PASS account.

The Customer Service Centers are located at:

Find a list of available services

Yes. If you have multiple transponders, you will automatically be enrolled in Shared Balance, which will consolidate the balances of individual transponders into one account balance.
If you have multiple I-PASS transponders on your account, Shared Balance consolidates individual balances into one account balance. However, you can view individual transponder transaction histories and monthly toll usage.

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Violation Enforcement

Tolls, Violations, Paying a Fine

 

Contact the Violation Enforcement Team

Violation Enforcement FAQs

Customers should stop and pay the correct amount of money for the toll. Once you have done this, if the light does not turn green, you can proceed after waiting a reasonable amount of time. Under most conditions, it takes between 5-10 seconds for coins to be counted in an automatic lane.

When a coin machine malfunctions, violations for that lane are supposed to be automatically suppressed by the system. In the unlikely event that you receive a violation notice that includes this transaction, we recommend you call us at 800-UCI-PASS (800-824-7277) so that we can schedule an administrative a hearing and research the failed transaction.

To request a copy of your violation notice(s) or violation image(s), you must provide the following information:

  • Vehicle license plate number and state
  • Name of the registered owner of the vehicle
  • Daytime contact telephone number
  • Mailing address

To request a copy of your violation notice:

Request Violation Information

-OR-

Mail us your Request
Illinois Tollway
ATTN: Violation Notices
2700 Ogden Ave
Downers Grove, IL 60515

Please note: The fee to have violation notices printed is 15 cents per image plus $1.00 for postage. For instance, if you have 12 violations then the cost for printing will be $2.80 ($0.15 x 12=$1.80) plus postage ($1.00). $1.80 ($0.15 x 12 = $1.80). Checks must be received before violations are printed (personal checks are acceptable). Make checks payable to the Illinois State Toll Highway Authority or ISTHA.

The Illinois Tollway does make copies of images available at no charge via email or for pick up in person.

A member of the Illinois Tollway's customer service team may contact you to confirm your request.

If you had a valid I-PASS account at the time of the violations, the notice may have been issued because:

  • Your I-PASS account information is not up to date – current license plate number/type or credit card information is outdated
  • Your transponder may not have been in the vehicle or was not properly mounted.

You do not need to schedule a hearing. However, prior to the due date on the violation notice, you do need to pay the cash rate for the missed tolls and update your I-PASS account information.

Call 800-UC-IPASS (800-824-7277) or visit any of our customer service centers and a customer service representative will assist you to resolve the violation notice. To update your account information online please go to www.getipass.com.

If your I-PASS account was suspended at the time of the violations, you are liable for both the tolls and fines issued in the violation notice until you reinstate your I-PASS account. To reinstate your I-PASS account, you must close all open violations (which you can do per the Settlement Guidelines), and you must bring the balance of your I-PASS account positive.

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Tolls

Unpaid Tolls, Equipment Information, Paying Tolls

 

Contact the Tolls Team

Tolls FAQs

When driving through a ramp or mainline toll plaza, I-PASS users can look for the yellow and blue lights at the end of the lane on the left side. This light indicates the account status.

A blue light = successful I-PASS transaction

A blue and a yellow light = successful transaction, low balance - update your account

A yellow light = unsuccessful transaction, no balance - contact the Illinois Tollway

If you are unsure if payment was made

Another way to make sure there are funds in your account is to go through a manual or automatic lane and see if the gate goes up automatically.

Customers should stop and pay the correct amount of money for the toll. Once you have done this, if the light does not turn green, you can proceed after waiting a reasonable amount of time. Under most conditions, it takes between 5-10 seconds for coins to be counted in an automatic lane.

When a coin machine malfunctions, violations for that lane are supposed to be automatically suppressed by the system. In the unlikely event that you receive a violation notice that includes this transaction, we recommend you call us at 800-UCI-PASS (800-824-7277) so that we can schedule an administrative a hearing and research the failed transaction.

You will need to exchange your transponder for a new unit. This exchange can be done in person or by mail. Please refer to the Customer Service chart for locations and hours. To exchange your transponder by certified mail, wrap it in foil and send it with a letter requesting an exchange to the address below.

A new unit will be shipped upon receipt of your old transponder.

Send transponder to:

Illinois Tollway
I-PASS Customer Service Center
2700 Ogden Avenue
Downers Grove, IL 60515

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Fleets

Reassigning Violation Notices, Adding Multiple New Vehicles/License Plates

 

Contact the Fleets Team 

Fleets FAQs

To ensure compliance with section 10(a-5) of the Illinois Toll Highway Act, 605 ILCS 10/10 (a-5), the Tollway will reassign violations to the person who was renting/leasing a vehicle at the time a violation occurred if the rental/leasing company meets the following criteria and follows the process outlined below:

  1. The company must be the registered owner of the vehicle.
  2. The company's rental/leasing agreement(s) must contain a provision advising the renter/lessee that they will be responsible for payment of tolls and any fines for toll evasion.
  3. The rental/leasing agreement must be approved by the Tollway prior to submitting any requests for reassignments. This approval is required on an annual basis (see below).
  4. The company must post a sign at the rental/leasing counter notifying the renter/lessee of the responsibility to pay tolls and any fines for toll evasion.
  5. The company must provide the necessary documentation to the Tollway by the due date listed on the Notice of Toll Violation (see below for more information).

Process for Rental/Leasing Agreement Approvals
A blank copy of the company's master agreement should be submitted to the Tollway along with a letter on company letterhead requesting approval of the agreement for the purpose of reassigning violations. Notification by mail of the approval or denial (with reasons why) will be provided.

Each year, you will receive a renewal letter requesting certification that your agreement has not changed or requesting a new master agreement be submitted for approval if any changes have been made since the last submittal. If a new master agreement is submitted, it must be approved prior to reassignments being submitted.

Please e-mail documents to fleets@getipass.com or mail to:

Illinois State Toll Highway Authority
Violation Processing Center-Reassignments
P.O. Box 5544
Chicago, IL 60680-5544

If a company meets the criteria above, violation notices can be reassigned following one of the processes described below.

Process for Reassignment: Option 1
Once a company's master rental/leasing agreement is approved and on file with the Tollway, the following should be submitted for reassignment consideration:

  1. A copy of the rental/leasing agreement or a notarized reassignment letter that contains the name, address and driver's license number of the renter/lessee, the check-out and return dates and times, and the vehicle license plate number, make and model. Sample Reassignment Letter 1
  2. A copy of the violation notice.

Please email a copy of these documents to fleets@getipass.com or mail a copy to:
Illinois State Toll Highway Authority
Violation Processing Center-Reassignments
P.O. Box 5544
Chicago, IL 60680-5544

Process for Reassignment: Option 2
Once a company's master rental/leasing agreement is approved and on file with the Tollway, the following should be submitted for reassignment consideration:

  1. A reassignment spreadsheet. Sample Reassignment Spreadsheet
  2. A notarized reassignment letter. Sample Reassignment Letter 2

Please email these documents to fleets@getipass.com or mail them to:

Illinois State Toll Highway Authority
Violation Processing Center-Reassignments
P.O. Box 5544
Chicago, IL 60680-5544

More Information
605 ILCS 10/10 (a-5) of the Illinois Toll Highway Act states that, "No commercial entity that is the lessor of a vehicle under a written lease agreement shall be liable for an administrative notice of violation for toll evasion issued under this subsection (a-5) involving that vehicle during the period of the lease if the lessor provides a copy of the leasing agreement to the Tollway within 21 days of the issue date on the Notice of Toll Violation.  The leasing agreement also must contain a provision or addendum informing the lessee that the lessee is liable for payment of all tolls and any fines for toll evasion. Each entity must also post a sign at the leasing counter notifying the lessee of that liability.  The copy of the leasing agreement provided to the Tollway must contain the name, address and driver's license number of the lessee, as well as the check-out and return dates and times, the vehicle license plate number, make and model. The statute covers any type of vehicle leasing company truck or car rental."

Per the I-PASS agreement, an I-PASS must be correctly mounted in the vehicle in order for it to function properly. In addition, the license plate number and vehicle information should be listed on the I-PASS account to help ensure violations are not incurred. Any number of license plates can be added to your I-PASS account by accessing your account online or by completing the License Plate Upload Template with the information below and emailing it to fleets@getipass.com. Should you prefer to call our toll-free number (1-800-824-7277), our representatives can add up to 10 license plates.

  1. Name on I-PASS account or contact person
  2. I-PASS account number or I-PASS transponder serial number
  3. Last four digits of the driver's license number registered on the I-PASS account or last four digits of the Tax I.D. number registered on the I-PASS account
  4. Address on I-PASS account
  5. Phone number(s) on I-PASS account
  6. Email address on the I-PASS account
  7. For each vehicle, please include license plate number, license plate state, license plate country, license plate type as well as the vehicle make, model, color and year

 


Insurance Claims

Property Damage, Claim Submittal, Billing Inquiries

 

Contact the Insurance Claims Team

Insurance Claims FAQs

The Tollway has established a process for claims of property damage to a vehicle directly related to system operations. The Tollway cannot accept responsibility for incidents where direct liability is not clear or for circumstances outside the control of the Tollway. These incidents include, but are not limited to:

  • Weather-related events and conditions
  • Damage caused by other motorists
  • Unreported road conditions or debris

If your property damage requires urgent attention, we suggest you contact your insurance agent. The insurance company can arrange for repairs and present a claim to the Tollway on your behalf.

Download a claim form or call the Risk Management Division at 630-241-6800 extension 4288 to have a form promptly mailed.

If leaving a voice mail message, please speak slowly and include:

  • Name
  • Address
  • Date of incident
  • Brief description of incident

In addition to completing the claim form, you are responsible for submitting:

  • Two repair estimates (or paid receipts if the damages have been repaired)
  • Photographs depicting the damages (preferred, but optional)
  • Proof of ownership (copy of title/registration or insurance card)
  • Incident report or accident report prepared by the Illinois State Police (required)

Incident Reports can be completed by calling 630-241-6800 extension 5042

All claims are considered on an individual basis. The adjuster completes a thorough investigation based on all available information. You may be contacted for additional information or clarification. After a determination has been made regarding your claim, you will be advised in writing of the Tollway's decision. While every effort is made to expedite the investigation, please allow approximately 15 - 30 days for your claim to be processed. Claims are not processed without an incident or accident report from the Illinois State Police.

Learn more about an incident or accident report.

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Careers

Job Openings, How to Apply

 

Contact the Careers Team

Careers FAQs

To find out about job openings, fill out a job interest card to sign up for customized email alerts, look online or visit Illinois Tollway Headquarters at 2700 Ogden Avenue in Downers Grove. 

The Illinois Tollway values the diversity of its workforce and continually strives to improve access to employment opportunities. It is important to the Tollway that its workforce is representative of the culturally diverse communities we serve. The Illinois Tollway seeks the best and brightest candidates to apply for job opportunities available at the agency.

Illinois Tollway Employment - Find Jobs

Whether you have a high school diploma (or equivalent) or a master's degree, find a career in all different types of work environments. 

Find out if you have a future working at the Illinois Tollway. It's a great place to work.

If you do not have an email account and are unable to submit an application online you may apply:

  • In person: Submit the completed application or pick up and complete the application at Illinois Tollway headquarters located at 2700 Ogden Avenue in Downers Grove between 8:00 a.m. and 4:30 p.m., Monday through Friday.
  • By mail: Send the completed application to:
    Illinois Tollway – Human Resources
    2700 Ogden Avenue
    Downers Grove, IL 60515

Find the Illinois Tollway Application.

Learn more.

If you submitted an application online through the Illinois Tollway's website, you should have received an automatic email response once your application was received. To confirm that your application was received you may call 630-241-6800 extension 2333.

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Construction

Construction Updates, Work Zone Info

 

Contact the Construction Team

Construction FAQs

Daily information on lane closures is available in the Media Center section of our website and at 800-TOLL-FYI 800-865-5394 .

The speed limit in work zones is in effect 24/7 for the duration of the construction project.

It is in place to protect workers and drivers who need to be aware of changes in traffic patters and lane configurations.

First-time work zone speeders are fined $375. Second-time offenders are subject to a $1,000 fine and the loss of their license for 90 days. Drivers should watch for signs that advise when work zones begin and end. Signs are posted a minimum of one-half mile in advance of a construction zone.

The penalty for hitting a construction worker is a $10,000 fine and up to 14 years in jail.


Earned Credit Program

Business Hours, Locations, Vendors

 

Contact the Earned Credit Team

Earned Credit FAQs

The Earned Credit Program (ECP) is a voluntary program to promote the State of Illinois employment initiative by encouraging contractors and fabricators to sponsor into applicable unions, employ and retain qualified and eligible disenfranchised African- and Hispanic-Americans, women, ex-offenders and veterans on any construction-related project in the State of Illinois.
Any union contractor/fabricator with an existing State of Illinois or Tollway construction contract or seeking to bid on future Tollway construction projects may voluntarily participate in the ECP.

By retaining an ECP participant, contractors/fabricators can accumulate bid credits at the following rates which may apply to future bids on the Illinois Tollway's capital programs:

  • Operating engineers and structural steel ironworkers: 50 cents for every dollar earned.
  • All other skilled union trades and fabricators: 40 cents for every dollar earned.
  • Skilled laborers: 30 cents for every dollar earned.

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Media

Current News Releases, Tollway in the News

 

Contact the Media Team

Media FAQs

Current updates on construction projects may be found online or by calling 800-TOLL-FYI (800-865-5394).
Recent news releases can be found in the Media Center section of the website.
Photos can be viewed in the Media Center section of our website by clicking on the left hand navigation bar titled "Gallery".

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Oases

Business Hours, Locations, Vendors

 

Contact the Oases Team

Oases FAQs

The oases pavilions, McDonald's restaurants and 7-Eleven convenience stores are open 24/7 - 365 days a year. Other tenants maintain different hours of operation. Please visit the Oases section of our website for specific hours.
The Illinois Tollway is home to seven oases. For a map showcasing our oases locations, please view the Oases section of our website.
Each oasis is unique. Please visit the Oases section of our website and click on the oasis you are interested in for more information.

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Technical Website Questions

Online Account Access Problems, General Website Issues

 

Contact the Website Team

Technical Website Questions

The most common reason people are unable to create their login credentials using the "Sign Up" button or the "Reset your username" link is because the driver's license number or FEIN (Federal Employer Identification Number) does not match the registered number on the I-PASS account. If you are receiving a message that states "The Driver's License or FEIN (Federal Employer Identification Number) entered does not match our records," please call 800-UC-IPASS (800-824-7277) or visit one of our Customer Service Centers to make the appropriate correction.

If you still are unable to access your account, please submit a question using this form.


Meeting Webcasts

DVD Requests, Board/Committee Meeting Questions, Audio File Questions

 

Contact the Meeting Webcasts Team

Meeting Webcasts FAQs

To find the meeting archives posted online Click Here.

It is missing information for this FAQ


Illinois Tollway Board and Committee Meeting Email Notifications

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