Will the tag still work at conventional toll plazas or must motorists open a new account?

Motorists can use their tags as a toll payment method at all conventional toll plazas. Accounts will remain active and working as long as the Mobility/Tag Account has sufficient funds and is topped-up.

Will the tag still work at the mall to pay for parking, or must a new account be opened?

To use the Mobility Account motorists must have a sufficient balance, if it is linked to a tag, as a parking payment method at the participating malls. A list of the malls is available on the SANRAL App.

Why does my tag not work after it has been delivered to me?

Upon receiving your tag, you need to acknowledge you have received the tag on your Mobility Account www.mobilityaccount.sanral.co.za. This can also be done by calling our Call Centre on 0800 726 725. Once completed, your tag will be active.

I'm trying to register my vehicle however I get an error saying it is already registered.

When a vehicle is active on another account, you can send your vehicle's registration certificate (not the licence disc) to info@sa-etoll.co.za/info@mobilityaccount.co.za for further assistance.

If my personal and/or contact details change, how do I change these on my Mobility Account?

Mobility account holders can call our Call Centre on 0800 725 726, send an email to info@sa-etoll.co.za/info@mobilityaccount.co.za, visit their nearest Customer Service Centre (CSC), log on to the SANRAL Mobile App Andriod | IOS | Huawei or visit www.mobilityaccount.sanral.co.za to update their details.

How will I know if my funds are low in my Mobility account?

You will receive a notification through your preferred means of communication, as identified during the account registration process. Please note that the tag will not open the boom at the Toll Plaza when you do not have sufficient funds in your Mobility account.

How do I opt in my vehicle for cashless parking?

You need to download the SANRAL Mobile App from your Mobile App store, Andriod | IOS | Huawei. Log onto your App, select 'Services' then 'Parking' and opt in your vehicle for cashless parking.

Can I pay my Mobility account at the end of the month?

No. SANRAL is unable to extend credit. All toll fees need to be paid at the toll point.

How will road users be billed if they decide to not get a tag for their vehicles?

If you do not have a tag, you will not be able to use the "SHESHA Lane/Tag dedicated lane". You will only be able to use the dual lane or manual lane and pay using cash or your credit card.

What happens to the tag if I sell my vehicle or buy a new one?

If you sell your vehicle:

• You can move the tag to your new vehicle, or you can remove the tag and delete the sold vehicle from the Mobility Account.
• If not moved to a new vehicle, the tag needs to be returned to your nearest Customer Service Centre (CSC) or Toll Plaza office.
• Any changes to the Mobility Account; tag changes, or vehicle detail changes, need to be reported to any Customer Service Centre (CSC) or Toll Plaza office, by phoning the Call Centre 0800 726 725 or on the Website at www.mobilityaccount.sanral.co.za.

If you buy a new vehicle:

• A new tag and vehicle can be linked to an existing Mobility Account, or a new Mobility Account can be registered.
• For more details, please visit your nearest Customer Service Centre (CSC) or dial 0800 726 725, visit the SANRAL website on www.mobilityaccount.sanral.co.za, at Self-Service Terminal (SST) or email us at info@sa-etoll.co.za/info@mobilityaccount.co.za.

Will my tag work on all the South African toll roads?

The tag will work at most of the conventional toll plazas across South Africa. Please see a list of Toll Plazas where you can use your tag.

If I pay by credit card, how safe is it?

SANRAL operates according to best practice standards. The tolling system is PCI-DSS compliant - meaning that all your credit card transactions are safe and secure.

When will my top-up amount reflect on my account?

Manual options that reflect on your account immediately:

• On the SANRAL Mobile App (downloaded from your Mobile App store, Andriod | IOS | Huawei).
• Online, through our website www.mobilityaccount.sanral.co.za.
• Customer Service Centre (CSC).
• At selected Mainline Toll Plazas across South Africa.
• At Self-Service Terminal (SST) devices at the following toll routes:
• TotalEnergies Petroport Panorama West, N1, Doornpoort.
• TotalEnergies Petroport Magalies, N4, Modderspruit.
• Shell Ultra City Kroondal East, N4, Kroondal.
• TotalEnergies Petroport, N4, Alzu.

Manual options that reflect on your account up to five days after a payment is made:

• Electronic Funds Transfer (EFT).
• At participating retailers, Pick ’n Pay, and Checkers.
• At any Advanced FNB ATM which has a note-accepting facility.

Do the funds in my Mobility Account expire?

No, the funds will remain allocated to the respective Mobility Account.

Can I retrieve my invoices online?

Yes, registered road users can access their statements and invoices by visiting www.mobilityaccount.sanral.co.za and on the SANRAL Mobile App (downloaded from your Mobile App store, Andriod | IOS | Huawei).

Customer Services

How do I contact Customer Services for my Mobility Account/Tag Account?

All customer service points remain open for Mobility/Tag Account holders.

• Phone the Call Centre on 0800 726 725 (7am - 6pm Monday to Friday, 8am - 12pm on Saturdays, 8am - 5pm Public Holidays and Closed on Sundays).
• Visit our Customer Service Centres (CSC) located in Gauteng and along the Gauteng Freeway, as well as at most Toll Plazas Offices across the country.
• Via SANRAL Mobile App this can be downloaded from your Mobile App store,Andriod | IOS | Huawei.
• Online, at www.mobilityaccount.sanral.co.za
• Email: info@sa-etoll.co.za/info@mobilityaccount.co.za

I would like to open an account; how can I do that?

• Phone the Call Centre on 0800 726 725 (7am - 6pm Monday to Friday, 8am - 12pm on Saturdays, 8am - 5pm Public Holidays and Closed on Sundays).
• On the SANRAL Mobile App downloaded from your Mobile App store, Andriod | IOS | Huawei,
• Online, through our www.mobilityaccount.sanral.co.za website,
• Visit our Customer Service Centres (CSC) located in Gauteng and along the Gauteng Freeway
• At selected Mainline Toll Plazas across South Africa,
• At Self-Service Terminal (SST) devices at the following toll routes:
• Total Energies Petroport Panorama West, N1, Doornpoort.
• Total Energies Petroport Magalies, N4, Modderspruit.
• Shell Ultra City Kroondal East, N4, Kroondal.
• Shell Ultra City Kroondal West, N4, Kroondal.
• Shell Ultra City Polokwane, N1, Polokwane.

SANRAL Mobility Accounts and Operations

What are the current system functions?

The Transaction Clearing House, the core of the system, is being used to facilitate the payment process for the mobility account. Additional functionality is being investigated.

The current applications are:

• Toll fee transaction clearing and Mobility Account management for road users that make use of a tag as a payment method, at conventional toll plazas.
• A parking payment solution where a Mobility Account holder can opt in on the SANRAL App to pay for parking by using their Vehicle Licence Plate Number. SANRAL has entered into partnerships with Service Providers (such as Admyt) that have infrastructure installed at parking facilities in Gauteng. It is envisaged that this will ultimately be expanded nationally.
• Law enforcement endeavours, e.g., Average Speed Over Distance (ASOD) notifications are available to Mobility Account holders that have opted in on the SANRAL App to receive notifications where they have exceeded the speed limit between two toll gantries on the Gauteng toll roads. Currently, the notifications are for information purposes only and not for infringements. Duplicate and cloned number plates can be identified when vehicles with the same Vehicle Licence Plate Number are at two different locations with the same Vehicle Licence Plate Number, etc.
• Account Based Ticketing solution, where one fare card can be used as a payment method with different Public Transport Operators (PTOs). This solution is facilitated by SANRAL, in conjunction with the NDOT and in partnership with Public Transport Operators and Municipalities. The past year has seen the implementation of two Pilot projects, namely Rustenburg Municipality and Polokwane Municipality.

The SANRAL gantry functionality

The gantries and cameras are operational for road safety purposes. Notifications are available to Mobility Account holders that have opted in on the SANRAL Mobile App to receive notifications where they have exceeded the speed limit between two toll gantries on the Gauteng toll roads. Currently, the notifications are for information purposes only and not for infringements.

Interoperability at other toll plazas

The SANRAL Mobility/Tag Account caters for interoperability at other toll plazas and parking at specific malls.

Are Customer Service Centres still open?

Yes, the Customer Service Centres (CSC) are still open as the tag can be used for toll payment at conventional toll plazas and the SANRAL Mobility/Tag account can be serviced at the centres where full customer services are available.