Frequently Asked Questions Q: How does the SunPass Prepaid Toll Program work? A: A small, pocket sized device called a "SunPass Portable transponder" or a "SunPass Mini Sticker transponder” is attached to the inside of your car windshield, just below the rearview mirror. The transponder communicates via radio frequency with toll plaza readers/equipment. As the car passes through SunPass equipped lanes, the toll charges are electronically deducted from your prepaid toll account.

Q: How much does it cost to use the SunPass system?

A: The SunPass Portable transponder, available online at SunPass.com and at all authorized SunPass retailers, costs $25 plus tax. The SunPass Mini Sticker transponder, available only at authorized SunPass retailers and the SunPass Service Center, costs $4.99 plus tax. Both units allow motorists to have tolls electronically deducted from a prepaid account. Both require a minimum opening balance of $10 for a personal account.

Commercial accounts typically require a different opening balance. Please contact the SunPass Customer Service Center to inquire about a commercial account and determine the opening balance required.

Q: Are there SunPass toll discounts?

A: SunPass customers pay less than cash customers because the SunPass Prepaid Toll Program is a more efficient method of collecting tolls. Click here for additional information regarding SunPass user discounts.

Q: What happens if the transponder is not in the vehicle when I pass through a SunPass lane and I do not pay the toll?

A: You will be processed as a violator and may receive the appropriate notifications such as a Uniform Traffic Citation (UTC), depending on your past violation history. Do not stop and back up, as it is unsafe.

Q: What if I’m driving a rental car and missed a toll?

A: If you have not signed up for the PlatePass® or Pass24® program with your rental agency, you need to contact that agency immediately to resolve the issue. If you have signed up for the PlatePass® or Pass24® program, the rental agency will identify the rental vehicle by the license plate and use that information to electronically collect the toll. Rental agencies will assess the fees agreed to in your rental agreement to collect the toll.

Q: Can I mount SunPass someplace other than the windshield?

A: No. Unless SunPass is properly installed on the windshield, the SunPass in-lane equipment may not read it. Handholding or placing the SunPass Portable transponder on the dashboard may work sometimes, but will not work all the time. Transponders installed incorrectly or not at all may result in your failure to pay the toll, possible fines and the issuance of Uniform Traffic Citations. However, some vehicles have metallic oxide in the windshield, which may necessitate the transponder being mounted elsewhere. Click on Problem Windshields.

Q: How do you know when your Prepaid Account balance is low (below $10.00)? A: If you have a SunPass Portable transponder, listen to your transponder as you travel through a SunPass lane. When the account balance is low, the transponder will emit a series of tones: high-low-high-low. You can also go to SunPass.com, click on Log In to Your Account and view your account balance online. If you have a SunPass Mini Sticker transponder, visit SunPass.com, click on Log In to Your Account and view your account balance online.

Q: How long does it take for (Easy Pay) to automatically replenish my account?

A: Easy Pay is completed within 24 hours from the time the balance drops below the low balance threshold. If your replenishment does not occur, you must notify the SunPass Service Center because there may be a problem with your credit card on file. Click here for more information on the Easy Pay program.

Q: Can I pull a boat/trailer?

A: When towing, you can use the SunPass lanes. The toll for additional axle(s) will be calculated and deducted from your transponder account balance during subsequent use. This is only recommended for occasional usage. If you pull additional axles on a daily basis, you will need to open a commercial account. To discuss the terms of a commercial account, please contact SunPass Customer Service at 1-888-865-5352 and a representative will be glad to assist you.

Q: Can I get my money back?

A: If you are not completely satisfied with the SunPass Portable transponder, please return it in like new condition, to the place of purchase with your receipt and receive a refund of the purchase price. (CVS-30 days, Publix – 45 days, SunPass – 45 days.) SunPass Mini Sticker transponders are only eligible for the money back guarantee if returned in unused condition in the original unopened package.

Please contact the SunPass Service Center to receive any remaining balance in your prepaid account. Toll credits issued as part of a rebate are non-refundable. Request for refunds may be made by phone (1-888-TOLL-FLA), mail or fax. Customers must provide their PIN and account numbers when calling the SunPass Customer Service Center.

Q: How do I access my account online? A: Go to the homepage and click on Log In to Your Account. Enter your SunPass Account Number and PIN to gain access to your personal profile. You can check your account balance, replenish, purchase additional transponders, update account information and print monthly statements as well.

Q: What if I forgot my Account Number?

A: Contact the SunPass Customer Service Center at 1-888-865-5352. For security purposes, a representative will ask you several identification questions before giving you your account number so you can access your account online.

Q: What if I forgot my PIN?

A: From the account log-on page, click on Forgot your PIN? Then enter your account number and e-mail address. Once your account is validated, your PIN will be e-mailed to you. If you do not know your account number, or you do not have an e-mail address on file, please contact the SunPass Customer Service Center at 1-888-865-5352. For security purposes, a representative will ask you several identification questions before resetting your PIN so you can access your account online.

Q: What happens if I change vehicles, license plate, credit cards, or address?

A: You should immediately update your account information on our website or call the SunPass Customer Service Center at 1-888-865-5352.

Q: Can I use the transponder with more than one vehicle?

A: You may use your SunPass Portable personal transponder on another vehicle that has the same number of axles, as long as the vehicle and license plate are listed on your account information. Transponders issued to commercial accounts are interchangeable between vehicles, regardless of vehicle type or axle count. For your convenience, the SunPass Portable transponders may be easily moved from car to car. However, all vehicles and license plates must be listed on your account information.

The SunPass Mini Sticker transponder needs to be permanently affixed to the windshield of just one vehicle. Once attached, the SunPass Mini Sticker transponder must not be removed from the windshield as it will be destroyed in the process. Removal of or attempt to remove a SunPass Mini Sticker Transponder from the vehicle windshield will render the unit useless.

Q: Is there a charge for replacement of a transponder due to loss, theft or accident?

A: Yes. Replacement cost is the same as the initial cost, $25.00 plus tax for the SunPass Portable transponder; $4.99 plus tax for the SunPass Mini Sticker transponder. For your protection, please report lost/stolen transponders immediately.

Q: I need activity statements and/or specific toll transaction receipts for business. What do I do?

A: To print your monthly activity statements free of charge, simply access your online account with your account number and PIN. Go to the homepage and click on Log In to Your Account, then select the month you need and print. You may also request hard copy statements to be mailed to you. The fees for personal account statements are $1.50/monthly. Summary statements for commercial accounts are available at no cost. Detailed commercial account statements cost $5.00/monthly. The Florida Department of Transportation does not consider Internet-generated statements as official documents in cases of dispute. To request hard copy statements, please contact the SunPass Customer Service Center at 1-888-865-5352.

If you need receipts for specific toll transactions, you may print those receipts free of charge online. First, access your online account using your account number and PIN. Then, select the month in which your toll transaction(s) occurred. Finally, click on the receipt icon next to the transaction that you need and print! Receipts are also available by contacting the SunPass Customer Service Center at 1-888-865-5352.

Q: Will my name and address be shared with others?

A: We respect the privacy of all SunPass account holders. We do not sell or share our SunPass customer list with outside marketers. In addition, SunPass account information is exempt from disclosure under Florida's public records law, pursuant to section 338.155(6), Florida Statutes, and accordingly, information concerning a SunPass account is provided only when required to comply with a subpoena or court order.

Q: Who should be contacted if the transponder is not working properly or needs to be repaired?

A: Customers should call the SunPass Customer Service Center toll-free at 1-888-865-5352 and explain any issues. SunPass Portable transponders are warranted against manufacturer's defects for two (2) years from the date of purchase. The SunPass Mini Sticker transponder has a 45 day manufacturer’s warranty for defects and malfunctions from the date of purchase.

Q: If a SunPass customer moves out of Florida, can the SunPass transponder be returned for a refund?

A: Motorists moving out of the state will receive a refund on the remaining prepaid account balance but not the cost of the transponder. Refund requests can be made by phone or mail to our SunPass Customer Service Center.

Q: How do I transfer my account to someone else? A: To transfer a prepaid account and transponder to someone else, please provide customer service with a notarized document stating to whom you are transferring the account and the new account holder's information. This letter can be mailed or faxed to SunPass Operations, P.O. Box 880089, Boca Raton, FL 33488-0089, 1-888-265-1725.

Q: How can I print complete web pages from the SunPass.com web site?

A: The SunPass.com web pages are designed to be viewed on-line. Depending on the current printer settings, some browsers may truncate a few characters off the right-hand side of the printed pages. You can print complete pages by using the File|Page Setup... function of your browser; you should set the margins to be .25" (a quarter of an inch) for the right-hand and left-hand margins before printing a SunPass web page.