How to Request Assistance from TollPass Connect

Our comprehensive guide to getting the help you need for your Austrian toll pass and travel permit enquiries.

Understanding Our Support Process

At TollPass Connect, we are committed to providing clear, efficient support for all your queries regarding Austrian toll passes, vignettes, and travel permits. Whether you're a first-time visitor to Austria or a seasoned traveller, navigating the requirements can sometimes be complex. Our structured assistance process is designed to ensure you receive timely and accurate information.

Before initiating a request, we encourage you to review our Frequently Asked Questions (FAQ) page. Many common questions about pass types, validity periods, and purchasing options are addressed there, potentially saving you time.

Our Step-by-Step Assistance Request Process

  1. Step 1: Consult Our FAQ Section

    Description: Before reaching out directly, please take a moment to browse our comprehensive FAQ page. It covers a wide range of topics from digital vignettes and GO-Box registration to specific road sections requiring special tolls. Your answer might already be there!

    Expected Timeframe: 5-10 minutes to review relevant sections.

    What to Prepare: A general understanding of your query (e.g., "digital vignette for car," "GO-Box for heavy goods vehicle").

  2. Step 2: Identify the Nature of Your Enquiry

    Description: Clearly define what kind of assistance you need. Is it a question about which pass to buy? A problem with a recent purchase? Or general information about Austrian toll regulations? This clarity will help us direct your query to the most appropriate team member.

    Expected Timeframe: 2-3 minutes of reflection.

    What to Prepare: A concise summary of your question or issue.

  3. Step 3: Gather Relevant Information

    Description: To assist you effectively, we will need certain details. This could include your vehicle type, registration country, travel dates, specific Austrian roads you plan to use, or any order/transaction numbers if your query relates to a previous purchase.

    Expected Timeframe: 5-15 minutes to collect documents/details.

    What to Prepare: Vehicle registration details (type, plate number, country), planned travel dates, any previous order IDs or confirmation emails, details of the specific issue encountered (e.g., error messages).

  4. Step 4: Choose Your Contact Method

    Description: We primarily offer support via email for detailed enquiries, ensuring a written record of our correspondence. For urgent issues, you may find our FAQ sufficient, or for very simple queries, our contact form is available.

    Expected Timeframe: Immediate decision.

    What to Prepare: Your preferred email client or our website's contact form.

  5. Step 5: Compose Your Email/Fill Contact Form

    Description: Clearly state your query in the subject line (e.g., "Enquiry: Digital Vignette for Car," "Issue: GO-Box Order #12345"). In the body, provide all the relevant information you gathered in Step 3. The more detail you provide upfront, the quicker and more accurately we can respond.

    Expected Timeframe: 5-10 minutes to write a clear message.

    What to Prepare: Your summarised query and gathered information.

  6. Step 6: Submit Your Request

    Description: Send your email to [email protected] or submit the contact form on our Contact Us page. You will typically receive an automated confirmation of receipt shortly after.

    Expected Timeframe: Instant.

    What to Prepare: Ensure your email address is correct for our reply.

  7. Step 7: Await Our Response

    Description: Our support team aims to respond to all enquiries within 1-2 business days. Complex issues may require additional time. We appreciate your patience as we thoroughly investigate your query.

    Expected Timeframe: 1-2 business days.

    What to Prepare: Keep an eye on your inbox (and spam folder) for our reply. Please avoid sending multiple identical requests, as this can delay our response time.

  8. Step 8: Provide Further Information (If Requested)

    Description: In some cases, our team may require additional information to fully resolve your query. Please provide this promptly to avoid further delays.

    Expected Timeframe: As needed, typically within 1 business day of our request.

    What to Prepare: Any specific documents or details requested by our support team.

  9. Step 9: Review Our Resolution/Information

    Description: Once we provide a solution or detailed information, please review it carefully. If you have follow-up questions related to the same issue, please reply to the existing email thread.

    Expected Timeframe: As needed.

    What to Prepare: Your understanding of the provided solution or information.

What to Prepare Before Contacting Us

For General Enquiries about Toll Passes:
  • Your vehicle type (car, motorcycle, light truck, heavy goods vehicle).
  • Vehicle registration country.
  • Planned duration of stay in Austria.
  • Specific motorways or expressways you intend to use (e.g., A1, A12, S16).
For Issues with a Previous Purchase (Vignette/GO-Box):
  • Order number or transaction ID.
  • Date of purchase.
  • The email address used for the purchase.
  • A clear description of the issue (e.g., "vignette not received," "incorrect vehicle plate," "GO-Box not activating").
  • Any relevant screenshots or error messages.
For Corridor Vignette Specifics:
  • The specific corridor section you wish to use (e.g., A12 Brenner motorway, A13 Tauern motorway).
  • Your vehicle type.
  • Frequency of planned use (single trip, multiple trips).

By preparing this information in advance, you help us to help you more efficiently and effectively, ensuring your journey through Austria is as smooth as possible regarding toll compliance.