Businesses and commuters relying on E-ZPass for toll payments will soon experience a more streamlined and user-friendly platform, as the Metropolitan Transportation Authority (MTA) Bridges and Tunnels, the Port Authority of New York and New Jersey, and the New York State Thruway Authority roll out major upgrades to the E-ZPass website and Tolls NY mobile app.
The overhaul, which includes a new consolidated website at e-zpassny.com, will provide enhanced self-service options and expanded payment methods. However, the transition requires a temporary system downtime. From 7 p.m. on Wednesday, April 9, through 11:59 p.m. on Monday, April 14, customers will not be able to access account information, make payments, or contact customer service through existing phone lines.
Once operational on April 15, the upgraded system will feature a single, integrated customer service line at 1-800-333-8655, replacing separate numbers for E-ZPass and Tolls by Mail. The redesign will also introduce live chat support, Apple Pay and Google Pay payment options, and improved automated phone service for faster customer interactions.
Catherine Sheridan, president of MTA Bridges and Tunnels, acknowledged the temporary inconvenience but emphasized the long-term benefits. “We understand the temporary disruption, but these improvements will create a more user-friendly platform that simplifies payments and account management,” she said.
Robin Bramwell-Stewart, deputy director of the Tunnels, Bridges and Terminals Department at the Port Authority, echoed this sentiment, highlighting how the upgrade will improve dispute resolution and toll payment processes. “This update will make a world of difference for the region’s travelers, streamlining enrollment in discount programs and enhancing self-service options,” she said.
Businesses that rely on E-ZPass for fleet management should take note of the temporary system downtime and plan accordingly. To minimize disruption, tolling agencies will delay late fee charges and temporarily extend due dates for Tolls by Mail payments. Additionally, transactions accumulated during the blackout period will be processed gradually to prevent multiple account replenishments in a single day.
“The new platform will allow customers to complete most transactions on their computers or mobile devices without waiting on hold for extended periods,” said Frank G. Hoare, executive director of the Thruway Authority.
