Frequent Asked Questions

Q : My Toll card is not working what do I do?


A: If your eToll card is not working, the cashier at the Toll Plaza will assist you including having your card examined by their IT support staff, where available. If you need further assistance, you can contact the NFRA toll free line 700 or contact our customer support.

Q: I am trying to register my card, but the system is telling me my card is already registered?

A: If your eToll card is not working, the cashier at the Toll Plaza will assist you including having your card examined by their IT support staff, where available. If you need further assistance, you can contact the NFRA toll free line 700 or contact our customer support. This error means that the card could be active on another account. Contact our customer support department assistance with determining why your card cannot be registered.

Q :My card has been stolen who do I notify to ensure that the toll fees are not accumulated on my account?

A:Please go into your account and switch the status of your Toll Card from Active to Blocked.

Q: If my personal and contact details change, how do I change these on my etoll accounts?

A: Registered account holders can change their personal and/or contact details by login into their account online or via the mobile etoll app and going to the settings option.

Q: How will I know if the my etoll account funds are low?

A:You can check for your account balance by logging into your etoll account online or via the mobile etoll app. Depending on what platfrom you are using- you may also receive a low balance alert.

Q: I have lost my eToll card. How do I get a new one?

A: You may use the Order card feature in your account to order a new card. You may also purchase a card at any NRFA Toll Plaza and other authorized dealers. Do note that the price of card may vary.

Q: How does eToll Zambia bill my account?

A: Your eToll account is prepaid. Each time an eToll card is used the toll charge is debited from the account

Q: Can I pay my eTolls at the end of the month?

A: Book now Zambia does not extend credit. All toll accounts must be prepaid.

Q: What are the penalties for non-payment of eToll Fees and will I be blacklisted?

A: All offenders who are in arrears will be liable for all outstanding e-toll fees, additional administrative fees and associated infringements. Non Payment of Road Tolls may also result in your vehicle being blacklisted.

Q: I am a fleet operator using the vehicle manager module, what happens to my eToll card if I sell my vehicle or buy a new one?

A:
If you sell your vehicle:
Your sold vehicle will have to removed and deleted from your etoll account, which can be done via your online account. If you buy a new vehicle:
A new vehicle can be added to your existing etoll account online.

A new vehicle can be added to your existing etoll account online.

A: Please report incorrect transactions to info@booknowzambia.com so that we can address your query.

Q: Do I have to use the money in my eToll account within a certain time frame?

A:No, the money remains the property of the eToll account holder and can be kept in the etoll account as long as necessary or a refund can be requested if you close your account.

Q: Can I retrieve my invoices for my company account?

A: all invoices are mailed to the account holder via email. To make further inquiries email us at info@booknowzambia.com

Q: Where can e-toll cards be obtained and how much will it cost?

A: Fleet operators can order new cards by sending an email to info@booknowzambia.com. Individual account holders, may use the Order card feature in their account to order a new card. Beyond Book Now Zambia Ltd, you may also purchase a card at any NRFA Toll Plaza and other authorized dealers. The price of the card may vary depending on the source.

Q: Can a single e-toll account be used on more than one vehicle?

A:Individual account can have up to 5 vehicles on one account while, fleet accounts can have 5 or more eToll cards registered to one account

Q: What special discounts do you have in place?

A: The NRFA currently offer Frequent User Discounts. Road users that have more than 10 transactions in a month at a particular Toll Plaza will earn an 80% discount on their next transaction at that toll Plaza.

Road users who qualify for the Local User Discount, because they live by the toll plaza- must go and register for that program at their nearest toll plaza.

Q: How can I get a refund when there has been a double transaction on my eToll account?

A: Inform the Toll attendant at the toll gate and they will be able to refund you. If you notice the double transaction after the fact and it has not been automatically refunded, contact our customer support line.

Q: What methods are acceptable when recharging my etoll account?:

A: You can recharge your eToll account by using via MTN Mobile Money or using your bank debit/credit card

Q: Can I use my eToll card for a vehicle that is not mine or lend the card to another driver to use.

A:Your eToll card can be used by any vehicle.

Q: Can I close my account?

A: To have your etoll account closed please get in touch with us at info.booknowzambia.com or contact us on 0763222333