User Manual

Troubleshooting
What happens if the toll plaza fails to read the ITM?
If the transponder is not read, which can happen for many reasons such as weather and speed,
most tolling authorities will assess toll using your license plate. If your license plate number is
not attached to your ITM account in the Payviam system, then you will likely receive a violation
directly from the tolling authority by mail. If your license plate is attached to your ITM account in
the Payviam system, then the toll should be applied directly to your account. Please note that it may
take longer than the typical 24-72 hours for this toll to post.
What should I do if I receive a paper violation?
You can pay the paper violation directly or you can send it to Payviam customer service at
[e-mail]
for us to process on your behalf. Please note that there is a $20 fee charged
for each violation notice that we process for you. If you received a violation that you believe may be
tied to your ITM device not working properly then follow the steps listed in the next section.
Verify
that your license plate is up to date by visiting the Payviam customer portal at my.payviam.com
by clicking on the Equipment tab and the Vehicles sub-menu option.
If you have completed the steps above and still think that your ITM device is not working
contact Payviam customer service at 1-888-725-1012 or [e-mail]. Be prepared
to provide us with the following information:
• What road were you traveling on when you experienced the issue?
• What exit/toll plaza AND lane were you traveling in when you experienced the issue?
• At what time, approximately, were you traveling through this exit/toll plaza when you
experienced the issue? Do you complete this trip on a regular basis (daily, weekly, or monthly)?
• Have you received any paper violations?