Modernisation of the billing system
Berlin,
We are modernising our billing system. With this change, we are expanding the functions and improving the clarity of the customer portal.
The billing documents will also be revised with the new billing system. The new statements have a clearer structure, are designed to be accessible and can be better read by screen readers programs (software that enables blind and visually impaired people to access digital content). Font sizes, contrasts and the structure have been improved so that all content is displayed more simply.
When will the changeover take place?
The changeover will begin on 12 September 2025 at 20:00 and is expected to last until 14 September 2025 at 16:00. During this time, the customer portal and its functions will not be available. You can then access the customer portal again using the usual URL.
Which functions are restricted before and after the changeover?
In the days before and after the changeover period between 12 September and 14 September 2025, individual functions in the customer portal, such as the display of the current statement or the adjustment of personal data, may be temporarily unavailable. There may also be other brief restrictions at times, for example when checking your account balance by telephone. We will keep you informed on our website and in the customer portal, apologise for the limited service and thank you for your understanding.
What will change in the billing documents?
The content of your billing documents basically remains the same, but the presentation changes:
- In addition to the familiar content, the toll statement and the itemised journey list also include credit notes and recalculations (corrections) resulting from complaints. Separate documents are no longer created for this purpose. Tariff parameters that are permanently stored for each vehicle, such as the emission class and the CO2 emission class, are shown separately.
- A new column for the cancellation fee has been added to the itemised journey list in CSV format.
Important: Please check whether you need to make any adjustments to your systems as a result. - Any credit balances are automatically offset with the next toll statement and shown accordingly.
In addition, all journeys will be fully visible in the customer portal in future and will no longer be listed in separate areas:
- In future, you will find "Non-invoiced journeys" and "Journey details" under "Journeys".
- In future, you will find "Invoiced journeys" and "Open invoices" under "Billing documents".
Another new feature will be that unread messages will be labelled with a yellow marker.
Do I have to do anything as a customer?
A new column for the cancellation fee has been added to the itemised journey list in CSV format.
Important: Please check whether you need to make any adjustments to your systems as a result.
After the changeover, you will be able to access your data and previous statements as usual. You will automatically receive your billing documents in the new layout.
Do you have any questions? We would be happy to advise you personally:
0800 222 26 28 for calls from Germany or,
008000 222 26 28 for calls from all other countries.
Or send us an e-mail: service@toll-collect.de
We are available from Monday to Friday between 7:00 am and 7:00 pm.
