In this article you will find a detailed list of reasons why the barriers at toll stations may not open.

What to do everytime the barrier at a toll station does not open, can be found if you click here.


Incorrect installation of the device on the vehicle

Please check if your vehicle has a coated windscreen.

You will find detailed information on correct installation and "coated windscreens" by clicking here.

Incorrect installation of the unit is in fact the most common reason for the box not working - so please be sure to check our detailed FAQ on installation.

Defective unit

Defects of the device can, unfortunately, occur from time to time; we always check the function of the device before dispatch, however, we have no control over how the delivery service provider handles shipment. Defects can also occur over time. Therefore, please always make sure that the unit is stored in a dry place, not too cold and not too hot. Please never disassemble the unit - the unit loses all function as soon as the battery is removed and the power supply is interrupted!

Defects are very isolated cases and we would ask you to consider the other points listed in this article first in the event of a problem at the toll station!

Empty/Low battery

If you chose the long-term version, please contact us 5 years after receipt.

If you originally chose the short-term version when you placed your order and it has changed to the long-term version, we would ask you to contact us 2 years after receipt. We will then check for you how long the battery of the device will last.

Some units have an expiry date (TIS-PL and VIA-T). This is written on the unit. We will usually contact you before this expiry date regarding a free replacement. However, you can also contact us before this date in accordance with the previously mentioned points, premature battery expiry can never be ruled out - and is quite likely if problems suddenly occur and you have not changed the vehicle/windshield since the last problem-free use of the device.

Defective toll station

A defect at the toll station can be recognised by the fact that the barriers have been opened continuously or by the fact that the barrier no longer opens at all. Experience has shown that technical defects occasionally occur at toll stations, especially in Italy. We have no influence on this. In this case, too, we ask you not to change lanes under any circumstances, but to contact the staff and inform them that you have the appropriate device for automatic toll collection. As soon as the barrier opens, you can pass through the toll station.

Wrong device

If the barrier at the toll station does not open, this may also be because you are not carrying the appropriate device in your vehicle. This means either that you are not carrying the device that is suitable for automatic toll collection in that country or (Portugal, France, Scandinavia:) that you are carrying the wrong category of device. Please make sure that you have entered the correct data when depositing your vehicle in the customer account and therefore already before placing your order. If this is not the case, it may be considered that the wrong unit has been ordered.

If you are sure that you do not have a suitable device in your vehicle, please do not use the specially marked lanes for automatic toll collection and be sure to keep all receipts of the toll paid manually.

Your device was blocked

We only block a device in exceptional cases and never without informing you in advance by e-mail. In principle, a device is only blocked 

  • if we have had to ask the customer to pay repeatedly and have not received any response from the customer, or 
  • if you have asked us for a block due to loss/theft.

You can check in your customer account whether the corresponding device is blocked by clicking on "Tollbox administration". If your device is listed there, your device is not blocked and we ask you to consider other items listed in this article.