The Ohio River Bridges East End Crossing

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RiverLink Help

Have a question? Save some time. Check here for a possible answer.

Think you were charged in error? Did you make a crossing that didn’t post to your account?

  • Fill out this dispute form: https://riverlink.com/downloads/Toll_Dispute_Form.pdf.
  • Return the toll dispute form by email, mail or in person at a customer service center. You’ll get a written response within 30 days.
  • If you’re disputing a crossing that hasn’t posted, wait at least a week for the trip to post prior to filing a dispute. Include the date, approximate time of the trip, license plate number and transponder number when filing your dispute.
  • A single dispute form can cover multiple transactions. You do not need to fill out a dispute form for individual crossings.

Don’t let your account reach a negative balance!

  • You need to keep money in your account to pay for trips across tolled bridges. It’s not enough to just have a RiverLink account.
  • If your RiverLink account reaches a negative balance, the next time you cross a tolled bridge, you’ll pay a higher rate and receive an invoice in the mail.
  • Accounts with a negative balance will be locked until tolls owed are paid.
  • If your account has a negative balance, trips taken will not count toward the frequent-user discount.
  • The minimum balance of $20 for a personal account is likely not enough if you intend to use tolled bridges every day.
  • Auto-replenishment is the best way to avoid a negative balance.

Why is my RiverLink account locked?

  • Your prepaid RiverLink account will be locked if you cross a tolled bridge after your account has reached a negative balance.
  • Your account will remain locked until you pay tolls owed.
  • Contact a customer service representative by phone or in person to pay tolls owed and add money to your account.
  • Auto-replenishment is the best way to avoid a negative balance and higher toll rates.

What is auto-replenishment, and how does it work?

  • Auto-replenishment starts when you add a payment form (credit card, debit card or checking account) to your RiverLink prepaid account.
  • When you reach a low balance, money is automatically added to your account from your chosen payment method to ensure you never reach a negative balance, and never pay a higher toll rate.
  • You can set up auto-replenishment online, by phone or in person at a customer service center.
  • To set up auto-replenishment online, log in to your account and click the Account Features tab and Edit Account.
  • Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
  • Auto-replenishment amounts can be managed online (log in, go to Payment tab and choose Manage Payment Methods), by phone or at a customer service center.
  • Consider a replenishment level that matches expected monthly toll expenses.

I thought I set up auto-replenishment, but it’s not working.

  • It’s easy to check if auto-replenishment is in place. Log in to your account and click the Account Features tab and Edit Account.
  • Be sure to complete the two-step process and check the box, authorizing auto-replenishment and click save at the bottom of the page.
  • If your credit card expires or is not valid, auto-replenishment will not work.
  • It’s a good idea to add a secondary, back-up payment source in case the first payment method fails.

Why is more money being added to my account?

  • If you’ve set up auto-replenishment, more money will be added to your account when you reach a low balance, one-third of your minimum balance.
  • You control the level of replenishment, with a minimum of $20 for personal accounts.
  • You can manage payment options online. Log in to your account, go to the Payment tab and choose Manage Payment Methods.
  • You can also manage payment methods by calling or visiting a customer service center.

My account balance is low. How do I add more money to my account?

  • You can add more money to your account online, by phone or in person at a customer service center.
  • Log in to your account and click on the Payments tab and select Make a Payment.
  • Low balance reminders are sent automatically. Request low-balance reminders by e-mail to help ensure timely reminders, and check your spam folder to make sure you’re not missing notifications.
  • Notifications sent by mail may arrive after an account reaches a negative balance.
  • Consider auto-replenishment to save time and avoid a negative balance.

I want to set up a RiverLink account, but the website indicates I already have an account.

  • If you’ve crossed a tolled bridge, you’re in the system. That means your license plate is associated with crossings on tolled bridges.
  • You have to pay tolls owed before you can set up your RiverLink prepaid account.
  • Contact a customer service representative by phone or in person to reduce tolls owed and set up your RiverLink prepaid account.
  • Tolls owed will be reduced to the lower, transponder rate (one-time only!) if you set up a prepaid RiverLink account.

How do I get my frequent-user discount?

  • The frequent-user discount is automatic. 40 crossings (20 round trips) must post for the calendar month before the discount is received.
  • The frequent-user discount is per transponder, not per account.
  • The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
  • You must have enough money in your account to prepay all trips. For example, 40 trips at $2 per crossing = $80.
  • Trips taken with a negative balance will not count toward your frequent-user discount. Consider signing up for auto-replenishment to always keep a positive balance.
  • After 40 crossings are posted to the account, it can take a few days for the credit to post.

How can I tell how many crossings I’ve made?

  • Log in to your RiverLink account and click on Account Features.
  • Click on Transaction History.
  • Use the Set Filters button at the bottom to filter trips by transponder or license plate. You can copy crossings into Microsoft Excel or other spreadsheets.

I should be a frequent-user, but not all of my crossings have posted to my account.

  • Check to make sure your transponder is mounted correctly.
  • Give crossings time to post. Some trips across tolled bridges will go to image review, even if you have a transponder. They can take several days to post.
  • Don’t take additional trips because some crossings may not have posted to your account yet. Additional trips will result in additional tolls owed.
  • If it’s been more than a week since you’ve made a crossing and it hasn’t posted, fill out this dispute form: https://riverlink.com/downloads/Toll_Dispute_Form.pdf.
  • Be sure to include the date, approximate time of the crossing, your license plate number, RiverLink account number and transponder number.
  • Return the toll dispute form by email, mail or in person at a customer service center. You will get a written response within 30 days.

Why didn’t my crossing count toward my frequent-user discount?

  • The frequent-user discount is only for drivers in passenger vehicles with RiverLink personal accounts who maintain a positive balance.
  • Crossings made with a negative balance will not count toward the frequent-user discount. Consider auto-replenishment for your account.
  • Only crossings in passenger vehicles count toward your frequent-user discount. Additional height on a 2-axle vehicle (accessories, ladders or cargo more than 7 ½ feet tall) or additional axles (pulling a boat or trailer) changes vehicle classification and those trips will not count toward the discount.

Why am I being charged $5 for a trip that usually costs me $2?

  • If you have a transponder and a prepaid account, you’re paying the lowest rates based on your vehicle classification.
  • Toll rates are based on vehicle height and number of axles.
  • If you’re in a 2-axle vehicle that is over 7 ½ feet in height, you will be charged as a medium vehicle, $5 with a transponder.
  • Vehicle accessories, ladders on top of a truck and cargo in a pickup are considered part of a vehicle.
  • Crossing a bridge with additional axles, such as pulling a boat or trailer, will lead to higher toll rates.

Why can’t I see my license plate number on my account statement?

  • If you have a valid transponder, that is how your trip is recorded by RiverLink.
  • Your transponder number will be identified on each crossing.

When will I receive an invoice?

  • Invoices are sent to vehicle owners without transponders and without prepaid accounts.
  • You will receive an invoice if your account has a negative balance. Consider auto-replenishment.
  • An invoice is sent to the address of the registered owner of the vehicle.
  • Two one-way crossings in a passenger vehicle will trigger an invoice. Any additional trips for the next 15 days are collected, and the invoice is mailed to the owner of the vehicle.
  • Additional crossings after the initial invoice, and multiple vehicles registered to the same address will be billed in separate invoices.
  • Initial invoices for the RiverLink system may take longer than normal to receive.

I’ve received an invoice, now what do I do?

  • Invoices can by paid online, by mail, by phone or in person at a RiverLink customer service center.
  • The first RiverLink invoice includes only tolls owed.
  • Pay the bill within 30 days to avoid additional fees.
  • Consider opening a RiverLink prepaid account to pay the lowest toll rates.

I crossed a tolled bridge. Do I have to wait for an invoice to pay?

  • No, but you do have to wait several days for the trip to post to the RiverLink system.
  • You can call customer service after the trip has time to post, and supply your license plate number to pay tolls owed. You can also pay the toll at a customer service center.
  • To pay online, you will need to wait to receive an invoice first.
  • Consider opening a RiverLink prepaid account to pay the lowest toll rates.

Where’s my transponder?

  • If you order a RiverLink local or RiverLink E-ZPass transponder online or by phone, it will be mailed to you, free of charge.
  • Expect to receive your transponder about two weeks after you have placed your order.
  • If you have not received your transponder in a timely fashion, check with customer service by email or phone. Be sure to include your account number.

Where do I mount my transponder?

  • The transponder goes on the inside of your windshield, as high and as central as possible, close to the rearview mirror, https://riverlink.com/downloads/MountingInstructions.pdf.
  • Avoid the black dots that may surround your rearview mirror. They can keep your transponder from being read accurately.
  • Keep the transponder 3 inches away from metal framing.

 

How do I get a replacement transponder?

  • You can request a replacement transponder online, by phone or at a customer service center.
  • Log in to your account and click on the Transponder tab and Replace Transponder.

I bought a new car. What do I do?

  • New vehicles can be added to your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Add Vehicles.
  • Add your temporary license plate number using the state where you expect to receive your permanent license plate.
  • Expect to receive your transponder in about two weeks.
  • Be sure to update your license plate information when you receive your permanent license plate.

I have a new license plate. What do I do?

  • New license plates can be added to your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Edit Vehicles to update your license plate information.
  • You do not need a new transponder unless you get a new vehicle.

I sold my car. What do I do?

  • When you sell your vehicle, remember to remove the transponder from the vehicle.
  • Remove the sold vehicle from your account online, by phone or in person at a customer service center.
  • Log in to your account, click on the Vehicles tab and Edit Vehicles to remove the sold vehicle from your account.

I crossed a tolled bridge in a rental car. What do I do?

  • If you are in a rental car, you should contact your rental car agency for terms and conditions of payment.
  • These transactions are often sent to the rental car company’s E-ZPass account, and must be paid through the rental car company.
  • These transactions are not available for payment by RiverLink.

Still need us? Contact RiverLink customer service.

  • By email: inquiry@riverlink.com. Expect a response in 3-5 days.
  • By phone: 1-855-RIV-LINK (748-5465). Call volumes are high.
  • Avoid long hold times:
    • Call early in the day and/or use the callback option.
    • The callback option is offered until 3 p.m., Monday-Friday.
    • Expect a return call later in the day, or early the following day.
    • If you miss the call from RiverLink, be sure to call back to be added to the queue again.
  • In person at a customer service center:
    • 103 Quartermaster Station, Jeffersonville, IN (near City Hall)
    • 400 E. Main, Louisville, KY (across from Slugger Field, with free curbside parking)
  • Customer service centers and phone lines are open 7 a.m. – 7 p.m. Monday – Friday.
  • Customer service centers and phone lines are open 8 a.m. – 2 p.m. Saturday.