Having difficulty paying?

If you’re struggling to pay an overdue invoice, please contact us right away. We may be able to help you out of this payment difficulty and remove the worry of an unpaid debt getting bigger.

How to get help

Common questions

  • What should I do if my e-TAG doesn't beep?

    What should I do if my e-TAG doesn't beep?

    Your e-TAG should beep every time it passes through a toll point. If it doesn't do this, it may have a flat battery or be faulty or incorrectly installed.

    You can check whether your e-TAG is correctly installed by referring to our installation guides.

    If you think your e-TAG has a flat battery or is faulty, you should order a replacement as soon as you can to avoid being charged a no tag in vehicle fee or vehicle matching fee when you travel.

    Order a replacement e-TAG now

  • I have an account but I received a toll invoice

    I have an account but I received a toll invoice

    You may have received a toll invoice if:

    • you are driving a car that has not been added to your account
    • your account has been suspended

    Your account may have been suspended if:

    • you haven't made a payment by its due date
    • an automatic payment has failed

    You can check or update your payment details by logging into your account.

    If you have an Everyday Account, make sure your balance stays above the required $40 minimum. If your account balance is low, your e-TAG will beep 3 times as it passes through a toll point. You can also check your balance by logging in.

    If you have an Access Account, make sure you pay your monthly statement by the due date to avoid having your account suspended.

  • What should I do if I've travelled on a toll road?

    What should I do if I've travelled on a toll road?

    You'll need an account or pass to pay for travel on CityLink. The most convenient way to pay for ongoing toll road travel is to open an account.

    If you're visiting Melbourne or only need to use CityLink for a short time, you can buy a pass

    Accounts and passes can be backdated by 3 days to cover recent CityLink travel. If you don't cover the cost of your travel within this time, a toll invoice will be sent to the vehicle's registered owner. It can take up to 4 weeks after you travel for a toll invoice to be sent to the vehicle's owner.

    Open an account now

     

  • I travelled without an e-TAG

    I travelled without an e-TAG

    As long as your licence plate number is linked to your CityLink Everyday Account, your trip will be charged to your account with the addition of a $0.75 no tag in vehicle fee. The fee may differ on EastLink and interstate toll roads.

    If your licence plate number isn't registered to your account, you can add a vehicle to an existing account to cover travel made on CityLink up to 7 days ago by logging into your account. Travel made on EastLink will not be covered. If you don't cover your travel within this time frame, a toll invoice will be issued. 

    You can also buy a pass within 3 days of your trip. For Weekend Passes, you have until midnight on the Tuesday after the weekend on which you travelled.

  • How do I pay my toll invoice?

    How do I pay my toll invoice?

    You can pay your toll invoice one of the following ways:

    • make a quick online payment
    • pay in person at participating 7-Eleven, United Petroleum or newsagent outlets. You can pay using a debit card, credit card or cash
    • contact our customer care team and we'll help organise your payment for you

More help...

We're here to help if you need more detailed information or have any concerns.

We’re making it easier for you to help yourself

Managing your account has never been easier with our free CityLink app. Available for Apple and Android phones, you can view your trip history, monitor your monthly spend and manage your vehicles with just a few taps.