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FAQ

Q1. What is a CANARA FASTag? and its benefits

It is a 10x 5 cm, rectangle shape, multi layered tag, which is made out of good quality paper, containing chip and antenna inside its layers, it is pasted on the wind screen of the vehicle, and through Radio frequency identification method, the information is read at the toll plaza from the tag. tag gives convenience and ease while going through toll plaza to the customer along with saving time, fuel and money

Q2. How can I get a CANARA FASTag? What are the documents required, from where I can get the Tag.

A customer can approach our any Branch in the country, and with valid KYC documents and vehicle RC copy along with the originals for verifications purposes, (attached annexure-C), the customer can open an account as I. Full KYC Holders account, at any given point of time, this type of CANARA FASTag account cannot have more than Rs. 1 Lakh in their FASTag (prepaid) account. There is no monthly reload cap in this account.

Q3. What are the documents required to avail a CANARA FASTag?

The documents are RC Copy of the vehicle, ID and address proof (list attached), Photo of the Customer, Note: Please carry all the originals for verification purposes

Q4. What are the features of CANARA FASTag?

A customer may create personnel Tag account by registering online, and can have the facility of topping up the FASTag account through online modes i.e credit card, debit card, internet banking etc. History of past transactions, available balance in the account etc.

Q5. What is the validity of the CANARA FASTag?

The tag comes with a guarantee of 3 years.

Q6. What is the customer care number of the CANARA FASTag system

1800 103 3568

Q7. What if my CANARA FASTag is debited twice at the toll plaza

The customer should contact the customer care, customer care will raise the query to the NPCI system and will resolve the matter.

Q8. What if, the tag is not read at the toll plaza

The below given are the scenarios and their possible solutions:

• a : In case the tag reader of the plaza is not working, the customer may pay the toll in cash and can pass through the toll plaza.
• b : In case, the tag is not pasted correctly on the vehicle or not readable by the reader at the toll plaza, wherein the other vehicle tags are easily being read by the toll plaza:

• (i) : The customer may request the toll plaza owner to use the hand handled device to read the tag and can pass through the toll plaza.

• (ii): The customer may pay the toll in cash and can pass through. (iii): After that, the customer may approach the seller and to inform the issue (iv): the customer may call the customer care and inform the issue, the customer care will take up the issue with the Banks Point of Sale holder to approach the customer and resolve the issue free of cost.


Q9. What if the RFID Tag balance goes below the minimum required balance inthe tag?

The customer can approach either any Bank Branch or use online services i.e internet banking, customer portal, provided by the Bank to top up the customer wallet

Q10. What is the technology involved in CANARA FASTag?

Radio frequency identification (RFID)

Q11. Can CANARA FASTag be used outside India?

No.

Q12. Can somebody scan the CANARA FASTag from outside and do away with my money?

No.

Q13. How to surrender the Tag

The Tag holder shall give a written request for cancellation/surrender/closure of the Tag along with the Existing Tag. In case, the existing tag is damaged, the customer shall surrender the damaged tag. New tag will be issued to the customer after charging a fees of the new Tag. In case of the death of the customer, Legal heirs of the customer may claim the refund of the Tag amount after producing death certificate and other relevant documents.

Q14. What are the risks associated with CANARA FASTag.

There are some scenarios given below:
a) : In case of Loss/Stolen of the Vehicle, the CANARA FASTag holders should immediately lodge an FIR in the local police station and should be able to produce the relevant documents to the Bank. The Tag holder should immediately notify the Contact Centre regarding the loss of the Tag. The Contact Centre will ask for certain information about the Tag holder and arrange for blocking the Tag to ensure that it is blocked/ not used fraudulently by any person. The Bank/service provider of the Bank will not be liable for any financial loss arising out of unauthorized use of the Tag till such time the Bank blocks the Tag (disabling the utilization of the Tag). The Customer should always keep a separate note of his/her CANARA FASTag number, necessary information and the associated account number in a place readily accessible after purchase of the CANARA FASTag.
b) : The Bank and its service provider shall not be liable for any loss/inconvenience caused by a technical breakdown of the payment system. The CANARA FASTag is the property of the Bank and will be returned by the Cardholder unconditionally and immediately to the bank/service provider upon request by the Bank. The Bank reserves the right to cancel the CANARA FASTag and stop its operations unilaterally without assigning any reason. The decision of the Bank is conclusive and binding upon the Tag holder. The CANARA FASTag is non-transferable.

Q15. What is the process flow, in case of dispute at the toll plaza

In case the plaza is not working, the customer will call customer care, Customer care representative will advise the customer to pay the toll in cash and will escalate the matter with NPCI for the particular toll plaza. In case the customer tag is faulty or not being read at the plaza, the customer may call up the help desk, help desk will advise the customer to pay the toll in cash, and will escalate the matter with the respective channel partner and its PoS holder/ Branch. The PoS holder/ Branch will call the customer and will replace the Tag without any cost.

Q16. Will I be getting rewards points on topping up of CANARA FASTag through CANARA Debit Cards

Yes, as per the existing eligibility of the customer.

Q17. Where can I get CANARA FASTag from?

All designated Canara Branches.