Mobility Authority roads are modern, all-electronic toll roads, meaning drivers don’t have to stop — or even slow down — to pay their tolls. Customers can either pay through their electronic tag account or pay by mail.
Since November 2020, I have a TxTag but I got a bill from you – why?
This response is specific to TxTag, if you have a different accepted electronic tag, check your account with your tag provider.
Although you had an active TxTag at one time, TxTag has declined payment for certain transactions on Mobility Authority roads, which has resulted in you receiving a Pay By Mail bill. Since TxTag changed backoffice providers (a backoffice provide is the third-party company responsible for consolidating toll transactions, sending your toll bill and taking your payment), TxTag has experienced data issues and as a result, many TxTag customers became Mobility Authority Pay By Mail customers. As a reminder, TxTag is not owned nor operated by the Mobility Authority and the Mobility Authority does not have access to TxTag account details.
When a driver uses our roads, toll gantries use radio frequency technology to “read” a transponder, in this case TxTag. If a TxTag is detected on the vehicle, the Mobility Authority sends the information to TxTag, who then either accepts the transaction and it posts to the users’ TxTag account, or declines the transaction. The Mobility Authority typically resubmits the declined transaction three times in a good faith effort to ensure the rejection is accurate. For this round of bills, as additional quality control, we have submitted the transactions a fourth time, and have still received a decline from TxTag.
The Mobility Authority doesn’t have access to TxTag’s system, so we can’t see why a transaction was declined, only that it was declined. There are several reasons a transaction might be declined, so we encourage all TxTag customers to log into their TxTag account at TxTag.org to ensure their account has a positive balance; a valid payment method is associated with the account; the license plate is correct; the correct tag is matched to the license plate; and the tag is valid (not labeled damaged or lost but still associated with the vehicle) to ensure their accounts are in good standing to avoid receiving a Mobility Authority Pay By Mail bill in the future.
We cannot retroactively add transactions to a TxTag account. All Pay By Mail bills will need to be paid to the Mobility Authority directly.
Why am I just receiving this toll bill when I have not been billed in previous months, with some of the transactions being older than 30 days? If there was an issue with my account, wouldn’t I have been billed before now?
TxTag has experienced data issues since changing back-office providers. The Mobility Authority paused billing all electronic tag transactions declined for payment by TxTag to allow time for TxTag quality control issues to be resolved. TxTag has assured us, and other Texas toll agencies, that those quality control issues have been resolved and any declined transactions from their system are appropriate. Based on this assurance, we have resumed Pay By Mail billing for transactions incurred beginning May 1, 2022. This pause impacted all tag transactions that were declined by the tag provider, including TollTag and EZ Tag. As an added quality control measure, the Mobility Authority submitted your transactions four times over a period of several weeks rather than the standard three submittals, and the transactions were declined by the tag provider each time. The Mobility Authority doesn’t have access to your tag provider’s system, so we can’t see why a transaction was declined, only that it was declined. There are several reasons a transaction might be declined, so we encourage all tag customers to log into their tag account online to ensure their account has a positive balance, the license plate is correct, a valid payment method is associated with the account, the correct tag is matched to the license plate, and the tag is valid (not labeled damaged or lost but still associated with the vehicle) to ensure their accounts are in good standing and avoid receiving a Mobility Authority Pay By Mail bill in the future.
I have a tag account. Why do I have to pay a higher toll rate?
As mentioned above, we don’t have access to your tag provider’s system so we can’t see why your tag provider declined the transaction, resulting in a Pay By Mail bill. Please contact your tag provider to learn more about your account status.
Why do I have to pay the Mobility Authority directly? Why can’t you just debit from my tag account?
Before sending a Pay By Mail invoice, the Mobility Authority attempted to post this toll to your tag account four times. Each time your tag provider declined payment. The Mobility Authority is a separate agency from your tag provider, and we do not have the ability to access your account to retroactively process charges, nor can we see why a transaction was declined by your tag provider.
How do I confirm there are no additional charges or late fees assessed?
Due to the volume of transactions we are invoicing and the different background processes involved, it is possible for charges to be delayed. We encourage customers to monitor this situation at paymobilitybill.com and to sign up for electronic notification of any new bills so that you won't miss any payment deadlines. Paying your bill by the due date will ensure no late fees are charged. Please contact your tag provider if you have any questions about your electronic tag account status.
