An Update to the I-15 Express Lanes Customer Portal is Scheduled for October
A Change You Will Appreciate
Some change is good, such as SANDAG upgrading the online account management portal for all I-15 Express Lanes FasTrak customers. The upgrade is planned for October, bringing customer-requested features we hope you will appreciate. No immediate action needs to be taken. Your account will transition to the new system, automatically.
Your new FasTrak customer portal will feature:
- New user-friendly design for both desktop and mobile
- Opt-in SMS alerts for account management, including payment and balance/usage notifications, with the ability to customize alerts for text and email
- Additional account management tools for fleet and large business accounts
Planned mobile app development
Live Chat feature for quick access to our customer service team
Options to pay via automated pay-by-phone system 24/7
Planned system downtime during the upgrade.
During this transition, upgrades will require a five to seven day period where the online account portal will be inaccessible. Simultaneously, we will be experiencing intermittent downtime for the Customer Service Center phone lines that are also affected by these upgrades. This is currently planned for October 21 - 26. The toll collection systems for I-15 Express Lanes will continue to operate and process tolls during the transition but customers may see a delay in the transaction posting to their SANDAG FasTrak account.
Customers are strongly encouraged to contact Customer Service prior to the downtime for any account needs. For urgent Customer Service requests while the downtime is in effect, please email us at firstname.lastname@example.org and we will do our best to assist you. We apologize for any inconvenience this downtime may cause and we thank you for your patience and understanding.
Logging in to your account after launch.
Once the account portal updates are completed, all I-15 Express Lanes FasTrak account holders must reestablish a username and password for their existing account when logging in for the first time. Just have your account number and PIN ready and follow the prompts to create a new username and password for your existing account.
What if I forget my Account Number or PIN?
No problem. Simply refer to a recent account statement (sent via email or mail) or check the confirmation email/letter you received upon opening your account. You may have chosen a PIN when you created your account, but as a default, the PIN is set to the last four digits of your primary phone number. Please contact our customer service center if you are unable to find your account information and be prepared to verify your identity.
It will always be our pleasure getting you to your destination faster when you use SANDAG FasTrak roadways.
To protect the health and safety of customers and staff, our walk-in Customer Service Center is closed to the public effective July 14, 2020. Assistance by phone and email is still available during normal business hours.
- Hours: Monday through Friday, 8 a.m. - 6 p.m.
- Call: (888) 889-1515 or call 511 and say “FasTrak”
- Visit: 1129 La Media Road, San Diego, CA 92154 (closed to the public)
- Email: email@example.com
View observed holidays and office closures