SunPass Migration Impact to E-PASS Customers

1) What are the differences between E-PASS & SunPass?

E-PASS is owned and operated by the Central Florida Expressway Authority (CFX) and SunPass is owned and operated by Florida Department of Transportation (FDOT) / Florida Turnpike Enterprise (FTE).

Differences

E-PASS SunPass
Toll agency Central Florida Expressway Authority (CFX), which is governed by local elected officials and appointees from Brevard, Lake Orange, Osceola, and Seminole counties. The public is invited to attend CFX Board meetings to offer input on roadway projects, tolling policies, or any topic they wish. Florida Turnpike Enterprise (FTE), part of the Florida Department of Transportation (FDOT)
Toll revenues Invested locally, in Central Florida Invested statewide
Types of toll transponders Sticker, Portable, College branded toll stickers (UF, FSU, UCF) Sticker and Portable
Cost of toll sticker FREE $4.99
Cost of portable $9.95 $19.99
Discount programs for frequent customers with electronic transponders Yes. Click here for more information on toll discounts. No
Offer drive-up service to add funds to your account Yes. Everywhere you see a Reload sign. No

Similarities

• Prepaid electronic toll collection system that allows you to automatically pay tolls as you drive
• Toll lanes in FL, GA, and NC accept E-PASS and SunPass
• Accepted at Orlando International Airport

2) How are the E-PASS and SunPass toll paying systems linked?

E-PASS and SunPass are prepaid toll collection systems that allow you to automatically pay tolls as you drive on any toll road in Florida, Georgia and North Carolina. This is because Florida toll agencies operate under an interoperability agreement. This agreement is to collect tolls on behalf of the owner of the road. For example, if an E-PASS customer travels on a FDOT/FTE owned toll road, when the customer goes through a tolling point, the tolling system forwards the transaction information to CFX. CFX charges the customer’s E-PASS account and forwards the toll amount to FDOT/FTE. The same process happens to SunPass customers that choose CFX owned toll roads.

Here’s how the interoperability works when functioning properly:

1. E-PASS and SunPass electronically transfer toll transactions daily for processing.

2. E-PASS customer toll transactions are posted to your E-PASS account and appear on your E-PASS billing statement.

3. E-PASS customers receive only one monthly statement, an aggregation of all toll transactions incurred on any toll road where E-PASS is accepted.

4. E-PASS customers are responsible for ensuring there are sufficient funds on their prepaid account to cover the cost of tolls, regardless of which tolling agency operates the toll road.

3) Where does my E-PASS work?

E-PASS works on all toll roads in Florida and is accepted everywhere SunPass and LeeWay are accepted. This includes toll roads operated by the Central Florida Expressway Authority (CFX), Tampa-Hillsborough Expressway Authority (THEA), Miami-Dade Expressway Authority (MDX), Florida Turnpike Enterprise (FTE) and the Cape Coral, Midpoint Memorial, and Sanibel Causeway bridges in Lee County.

E-PASS is also accepted in Georgia and North Carolina everywhere PeachPass and NC Quick Pass are accepted.

View System Maps:

CFX System Map

THEA System Map

MDX System Map

FTE System Map

Leeway

4) The SunPass toll system shut down for migration on June 1. Resultant delays created a backlog of unprocessed tolls for some drivers. How does that impact me as an E-PASS customer?

If you are an E-PASS customer who did not travel on FDOT / FTE (SunPass)-owned roads, your account has not been impacted.

If you are an E-PASS customer and do travel FDOT/FTE (SunPass) roads, the majority of toll transactions incurred on FDOT / FTE (SunPass) roads have not been posted to E-PASS customer accounts since June 1st. This means your June, July, and August statements will show charges lower than usual. CFX has isolated the backlogged tolls from current toll transactions.

E-PASS’s customer payment program allows E-PASS customers to manage their payment of the isolated backlogged tolls and minimize any unexpected financial impact. Your E-PASS account will not be automatically debited for these tolls.

Customers can now access this program on their E-PASS account. Full details about the E-PASS customer payment program can be found in Question 5.

5) Will I be charged for all tolls that I have incurred while traveling on SunPass owned roads since June 1, 2018? What are my payment options?

Yes, you will be charged for toll transactions during the SunPass system migration if you drove on a FDOT/FTE (SunPass)-owned road between May and September. E-PASS has received the toll transaction data from SunPass for E-PASS customers. The CFX team is committed to minimizing any unexpected impacts or financial burden to E-PASS customer accounts.

E-PASS is now providing a customer payment program that will allow E-PASS customers to manage their payment of isolated backlogged tolls. Here is how it works:

Isolated SunPass Backlogged Toll Payment for E-PASS Customers:
Step-By-Step Guide

  1. The isolated backlogged SunPass toll transactions are now available to review and pay on your online E-PASS customer account profile.
  2. Notification has been sent to you via email and/or mail that the isolated backlogged SunPass toll transactions are now available to view.
  3. Login to your E-PASS account and review all isolated backlogged SunPass toll transactions for accuracy. Reports are available in several formats should you need reimbursement from an employer. IMPORTANT NOTICE: FDOT notified CFX that the transaction date/time stamps appearing on isolated backlogged tolls may be incorrect. If you have an invalid toll transaction on your account, please dispute the transaction by selecting the box marked dispute next to the erroneous transaction online or contact a customer service representative at 1-800-353-7277. No further action will be required from you. Should a question arise, you will be contacted directly by CFX.
  4. If paying online, select all isolated backlogged SunPass toll transactions you wish to pay. You will not have to pay all the isolated backlogged toll transactions at one time. If paying via phone, please have your isolated SunPass backlogged toll transactions that you have chosen to pay and E-PASS customer information available.
  5. Choose a payment method to pay for selected isolated SunPass backlogged tolls. Your E-PASS account will not be automatically debited for any of these tolls.
  6. You will have until December 31, 2018 to pay the full balance of the isolated backlogged tolls. You may pay the balance in full if you prefer.
  7. No fees will be charged for these tolls.
  8. The isolated SunPass tolls will appear on your E-PASS statement as they are paid.
  9. Current toll activity on your E-PASS account will remain unaffected by the isolated SunPass backlogged tolls.

 

If you have questions or concerns, customer support is here to help. Please contact us:

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

Walk-In Customer Service Center:

762 South Goldenrod Road, Orlando, FL, 32822
(Located in the Pinar Plaza)
8:00 AM – 6:00 PM (Monday through Friday)
9:00 AM – 1:00 PM (Saturdays)

6) Is the SunPass system back online and working properly?

If you drive on FDOT/FTE (SunPass)-owned roads, toll processing has started to resume. It is always a good idea to monitor your E-PASS account balance and transaction activity by logging in to your account.

7) How will these delayed toll charges appear on my E-PASS statement? How will I be notified?

The isolated SunPass backlogged tolls will appear on your E-PASS statement as the tolls are paid. Charges from tolls on FDOT/FTE (SunPass)-owned roads will appear on your E-PASS statement as a blank space under Toll Type denoting other agency. Charges from tolls on CFX roads will appear with an “E” under Toll Type denoting electronic.

All of the isolated SunPass backlogged tolls are now available online on your E-PASS customer account profile. You are urged to review this information for accuracy prior to payment. Your E-PASS account will not be automatically debited for these tolls.

IMPORTANT NOTICE: FDOT notified CFX that the transaction date/time stamps appearing on isolated backlogged tolls may be incorrect.

If you have an invalid toll transaction on your account, please dispute the transaction by selecting the box marked dispute next to the erroneous transaction online or contact a customer service representative at 1-800-353-7277.  No further action will be required from you. Should a question arise, you will be contacted directly by CFX.

If you have questions or concerns, customer support is here to help. Please contact us:

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

Walk-In Customer Service Center:

762 South Goldenrod Road, Orlando, FL, 32822
(Located in the Pinar Plaza)
8:00 AM – 6:00 PM (Monday through Friday)
9:00 AM – 1:00 PM (Saturdays)

8) Will I receive my Beachline rebates?

Yes. Beachline past and current rebates will be applied in the coming months. There has been a delay due to the receipt of all transactions.

Customer are encouraged to continue to monitor their account.  In the coming weeks, customers who traveled through the Florida Turnpike Enterprises’s Beachline West Plaza on S.R. 528 in June, July and August following the SunPass system migration will see a rebate posted to their account..

Please call, email or visit our walk-in center for further assistance.

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

9) Will I be subject to any additional fees as a result of the SunPass system migration?

No.

10) I have additional questions. How do I contact customer support?

If you have questions or concerns, customer support is here to help. Please contact us:

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

Email: e-pass@cfxway.com

Walk-In Customer Service Center:

762 South Goldenrod Road, Orlando, FL, 32822
(Located in the Pinar Plaza)
8:00 AM – 6:00 PM (Monday through Friday)
9:00 AM – 1:00 PM (Saturdays)

11) Read E-PASS Customer Payment Program update sent on 9/21/18

Dear Valued E-PASS Customer,

On September 12th CFX launched the E-PASS Customer Payment Program with unpaid toll transactions originating on Florida Department of Transportation/FTE toll roads that stemmed from the SunPass system migration. This program puts you back in the driver’s seat by isolating backlogged tolls and providing you with the choice to pay the tolls over a three-month period, pay in full or dispute transactions. Several days after the Customer Payment Program was made available on your account, we were notified by FDOT that millions of the transactions had errors with the time and date stamp being off by as much as 9.5 hours. Prior to disputing or paying, E-PASS customers are encouraged to review all of the backlogged transactions associated with your account.

Should you have questions a customer service representative is available to assist you at (407) 823-7277 or 1-800-353-7277, 8:00AM – 6:00PM (Monday through Friday) or email us at e-pass@cfxway.com.

Thank you for choosing E-PASS!

E-PASS Customer Service

12) Read E-PASS communication regarding Customer Payment Program sent on 9/12/18

Dear Valued E-PASS Customer,

E-PASS customers with unpaid toll transactions stemming from the SunPass system migration can now access the E-PASS Customer Payment Program by logging on to your E-PASS Account.

This program puts impacted E-PASS customers back in the driver’s seat by isolating backlogged tolls and providing you with the choice to pay the tolls over a three-month period or in full if you prefer. These transactions originated on Florida Department of Transportation/FTE toll roads.

Please be aware that you may see transactions between the months of May through September in the report. This is because the Florida Department of Transportation has not been able to separate backlogged tolls consistently from current tolls.

Please visit our website at CFXWay.com to review Frequently Asked Questions about the “SunPass Migration Impact to E-PASS Customers” including the “E-PASS Customer Statement sent on August 23, 2018” to learn about the impact of the SunPass system migration to some E-PASS customers.

As always, our local customer support team is available to answer any questions you might have.

Please call, email or visit our walk-in center for further assistance.

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

Email: e-pass@cfxway.com

Walk-in Customer Service Center:
762 South Goldenrod Road, Orlando, FL 32822
8:00AM – 6:00PM (Monday through Friday)
9:00 AM – 1:00 PM (Saturdays)

Social Media: @CFXway on Twitter and Facebook

Thank you for choosing E-PASS!

E-PASS Customer Service

13) Read E-PASS Customer Statement sent August 23

Dear Valued E-PASS Customer,

Two toll agencies own and operate pre-paid toll accounts in Central Florida. The Florida Department of Transportation/Florida’s Turnpike Enterprise (FDOT) and the Central Florida Expressway Authority (CFX). (MAP) The Florida Department of Transportation manages SunPass accounts and CFX manages E-PASS accounts.

On August 14, 2018, the Florida Department of Transportation (FDOT) announced that all backlogged toll transactions resulting from the SunPass system migration have been processed and that the backlog of toll transactions has been cleared on SunPass customer accounts.

What does this mean for E-PASS customers?

E-PASS customers who have only driven on CFX roads since June 1 are NOT impacted.

If you have driven on toll roads outside of the CFX system since June 1, SunPass backlogged tolls from these roads are being isolated and will be sent to you for your review in a few weeks. E-PASS will launch a customer payment program for the isolated SunPass backlogged tolls that will put you in the driver’s seat. Here is the plan to be launched in the next few weeks:

  • • You will be notified that these transactions are ready for review.
  • • Transactions will be provided to you in transaction date order.
  • • After reviewing the transactions for accuracy, you will be given the opportunity to pay the tolls over a at least a 3-month period. You will also be able to pay the balance in full if you prefer. If you find inaccuracies you will be able to dispute the transaction.
  • • You will choose your payment method and payment date(s). Your E-PASS account will not be automatically debited for the isolated backlogged SunPass tolls.
  • • You will have the option to print a report.
  • • Current toll activity on your E-PASS account will not be affected.
  • • Contact CFX at e-pass@cfxway.com anytime or 1-800-353-7277 from 8 am to 6 pm, Monday through Friday if you need assistance.

CFX is committed to minimizing the impact of the SunPass system migration on E-PASS customers. For more detail on the payment process outlined above, please read our Frequently Asked Questions (FAQs).

Still have questions?

If you have any questions or concerns, we are here to help. Please contact customer support in the following ways:

Phone: (407) 823-7277 or 1-800-353-7277
8:00AM – 6:00PM (Monday through Friday)

Email: e-pass@cfxway.com

Walk-In Customer Service Center:
762 South Goldenrod Road, Orlando, FL, 32822
8:00 AM – 6:00 PM (Monday through Friday)
9:00 AM – 1:00 PM (Saturdays)

Social Media: @CFXway on Twitter and Facebook

Thank you for choosing E-PASS!

E-PASS Customer Service

Click the link below to see which Central Florida toll roads are owned by CFX and which are owned by FDOT/FTE?

View Map

More FAQ’s


Using Our Expressways >


E-PASS >


Differences Between
E-PASS and SunPass >


Pay By Plate >


Paying Tolls >


Rental Vehicles >


Toll Rates >


Public Meetings >

Central Florida Expressway Authority

4974 ORL Tower Road
Orlando, FL 32807 | map it

Phone: (407) 823-7277
or 1-800-353-7277

Email: e-pass@cfxway.com