Problem - 'My Toll Box is not working'

Please note the country-specific information if you notice that your Toll Box is not being detected:

• Important - Austria
• Beep / Signal Tone
• Important - France
• General Information - Barrier Remains Closed

Important - Austria

At the toll stations themselves, no beep is required. (The toll box is already detected before reaching the station while driving.)

In Austria, the Large Toll Box ('Toll Box over 3 m height') & the 'Toll Box for Commercial Lorries (>3 m & >3.5 t)' must emit a high-pitched beep anytime when passing a toll gantry above the highway. 

If you hear 4 beeps or no beep at all under toll gantries, proceed as follows:

Within 5 hours / 100 km (whichever comes first):

1. Visit the next GO points of sale:
   
   >www.go-maut.at:
   >Our GO toll system
   >GO points of sale
   
   
2. Present your vehicle declaration there and ask them to check whether the toll was recorded

• If the toll was not recorded:
  
  >Pay the toll retroactively
  >Purchase a GO-Box on site to continue your journey
  >Store the maut1 toll box in the metal pouch
  >After your trip, contact maut1 via the contact form to request a replacement
  
  
• If the toll box was recorded:
  
  >No additional payment is necessary
  >However, if the toll box repeatedly fails to emit a beep, contact maut1 after your trip to request a replacement

Beep / Signal Tone

The beep is only relevant in Austria (>see above)

In Italy, France, Spain, and Portugal, the beep is irrelevant. In 'FreeFlow systems,' the toll is assigned to you via maut1 solely through license plate recognition and then billed as usual. So it is perfectly fine - and even normal - if the toll box does not emit a beep. At toll gates in these countries, the only important thing is that the gate opens automatically. (>see below)

Important - France

Please verify that your vehicle data actually corresponds to French vehicle class 3 or 4. (Click here for information on French vehicle classes)

Carrying the wrong toll box category in France may result in

• the toll box being legitimately rejected at the toll station, or
• your vehicle being assigned to a higher (more expensive) vehicle class than actually necessary.

General Information - Barrier Remains Closed

If the barriers at the toll stations in France, Spain, Portugal or Italy do not open automatically, please follow the steps below:

1. Check the exact position of where you attached the Toll Box to the windscreen and the windscreen's features
   
   For motorhomes, expecially with alcove, we recommend attaching the Toll Box approx. 15 cm above the dashboard on the windshield.
   However, a dotted field in the top of the windshield usually indicates a recess of the metallic material in a windshield and marks the intended spot for Toll Boxes.
   Click here for more information on attaching the Toll Box in motorhomes.
   
   
2. The windshield can be completely eliminated as a cause by holding the Toll Box out of the side window (starting 50 m in front of the next barrier continuously until reaching the toll station).
   
   
3. If your Toll Box still is not being detected, you can scan the Toll Box' barcode at the toll station, contact the staff (using the emergency button), take a ticket, or pay on site. (Please keep your tickets and receipts). Especially in Italy, it is sufficient to inform the staff that you have a Telepass. The toll will then be assigned to your maut1 Toll Box via camera-based license plate recognition.
   
   - Please do not reverse out of the lane.
   - Do not additionally register your license plate number online for free-flow systems. Your vehicle is registered here – even if the Toll Box is defective.

If you have ruled out the windshield as the cause, please contact our customer service in a quiet setting. We do not recommend making phone calls while driving, and we will need your customer number as well as written confirmation from you (via email) to resolve the issue.

Please understand that the most common cause of issues with the Toll Box' detection is incorrect mounting on the windshield or ordering the wrong product, and our staff will ask a few specific questions about this that require only a brief but accurate and truthful response from you - Our goal, too, is for you to be able to travel with a functioning and suitable Toll Box during your trips - one that simplifies your journey rather than complicating it.