FAQ - Using with ETC

What is ETC

  • Q1
    What is ETC?
    A1

    ETC is a method for paying tolls using wireless communication between a vehicle's ETC on-board device and the antennas installed in ETC lanes. It allows you to pass through easily without stopping at the toll gate. Drivers pay by deferred payment using a credit card company.

How to use ETC

  • Q1
    What is needed to use ETC, and what does it cost to install an ETC device?
    A1

    An ETC card must be obtained, and an ETC on-board device must be purchased, set up and installed.

    ETC card
    Credit card companies issue this card with an ETC logo. Check with credit card companies for the issuing procedure.

    ETC on-board device
    The ETC on-board device is sold at auto-supply shops and car dealers, and must be set up (register the car's vehicle information) and installed in the car to use.

    See the ETC portal site GO! ETC site for details.
    The annual fees and issuing fee for the ETC card varies by card issuer, the price of the ETC on-board device varies by on-board device manufacturer or sales outlet, and the costs for setup and installation vary by the installing shop.

  • Q2
    Can I pay the toll if I am carrying an ETC card, even if I don't have an ETC on-board device?
    A2

    You can pay the toll with an ETC card, even if you don't have an ETC on-board device.
    Please hand your ETC card to the toll gate staff in the "ETC/cash" lane or "cash" lane.
    In this case, the various discounts for paying remotely by ETC are not applied.

  • Q3
    At what speed should I drive through an ETC lane?
    A3

    Please slow down to a speed of 20 km/h or less in ETC lanes, and always pass through at a reduced speed.
    Please note that the toll gate will not open if you forget to insert the ETC card in the ETC on-board device, if the card is expired, or there is a wireless communications error.
    Also, the car in front may stop, so be sure to maintain an adequate distance between vehicles at the toll gate.

  • Q4
    When should the ETC card be removed or inserted?
    A4

    Insert the ETC card in the on-board device before using the Metropolitan Expressway, and leave it inserted in the ETC on-board device while driving.
    If you remove or insert the card while driving, the traveled route will not be known, so distance-based tolls and various discounts may not be applied. Also, if you remove the card when travel information is being written, the data may be damaged and the card may become unusable.
    If you remove the ETC card while resting at a parking area, do not to forget to reinsert the card before you start traveling again.
    *It may take a few seconds after inserting the ETC card in the ETC on-board device before the ETC service is available.

  • Q5
    Can I get a usage verification receipt if I paid by ETC?
    A5

    Receipts for paying by ETC can be issued by the following methods.
    1. ETC usage verification service
    Usage details can be verified and a receipt can be printed with any printer at home.
    You will be able to verify and print out the part concerning the use of the Metropolitan Expressway roughly 4 to 5 hours after passing through (delays may occur due to system malfunctions or for some other reasons).
    2. ETC usage history printer
    ETC usage history printers are installed in Metropolitan Expressway Parking Areas (20 total) and some gas stations off of the Metropolitan Expressway. Insert your ETC card into the ETC usage history printer to easily print an ETC receipt.

    *If a receipt is required when passing through, we will issue it at the toll gate. Please hand your ETC card to the toll collector. However in this case, the discount for paying remotely by ETC will not be applied.

  • Q6
    Can you charge the toll to a different ETC card than the one with which I passed through the toll gate?
    A6

    We cannot charge the toll to a different ETC card than the one with which you passed through the toll gate.
    The toll will be charged to the ETC card with which you passed through the toll gate.
    If you are paying the toll on the highway using ETC, please drive through the Metropolitan Expressway with the same ETC on-board device and ETC card.

  • Q7
    How can I check the on-board device control number of the ETC on-board device?
    A7

    You can check the on-board device control number of your ETC on-board device by the following methods.

    How to check the on-board device control number
    1. The "ETC on-board device setup form (for customer reference)" issued when setting up the on-board device
    2. The label on the ETC on-board device unit
    3. Voice navigation or display navigation for some ETC on-board devices with voice navigation function or display navigation function
    4. Check with the store which set up the ETC on-board device

    See the ETC portal site GO! ETC site for details.

  • Q8
    What should I do if I transferred the ETC on-board device to a different vehicle (such as a new car), or got (purchased) the ETC on-board device from another person?
    A8

    If you transfer the ETC on-board device to a different vehicle, you must change the vehicle information registered to the ETC on-board device.
    Request a new setup at the nearest setup store.
    Look up the setup store at the ITS Technology Enhancement Association.
    If there changes to vehicle information such as the following, you need to set it up again.
    ・ If your license plate changed due to changing residences
    ・ If your license plate was changed to a local number
    ・ If towing equipment was installed on the vehicle

  • Q9
    Can ETC be used on all highways?
    A9

    ETC is currently used on all lines of The Metropolitan Expressway Company, Hanshin Expressway Co., Ltd., Honshu-Shikoku Bridge Expressway Co., Ltd., all the highways of East/Central/West Japan Expressway Company Limited and many ordinary toll roads, as well as on the routes of ordinary toll roads of some Prefectural Road Public Corporations. The ETC system is built with shared Japan-wide specifications, so there is no need to use a different ETC card and ETC on-board device for each toll road operator.
    ETC may be unavailable on some highways.

  • Q10
    Can ETC be used at connections on the Tokyo Expressway (D8)?
    A10

    ETC can be used at connections of the Tokyo Expressway (D8).
    If you pass through ETC-based junctions from the entrance of the Metropolitan Expressway and pay remotely by ETC, leaving the same ETC card inserted in the ETC on-board device till your last exit, your transit will be considered as valid.
    Also see use at junctions for details on the Tokyo Expressway (D8).

  • Q11
    How do I pass through if I am towing with an ETC car?
    A11

    You can pass through in the following ways when towing with an ETC car.

    1. If a car with a mechanism and gear for towing is towing a vehicle with a mechanism and gear for being towed
    It must be registered as a towing vehicle during setup in order to pay remotely by ETC.
    At that time, check the "towing gear" column of the setup form when setting up the ETC on-board device.

    2. When towing (towing by rope, chain, or wire rope, or towing by tow truck with front wheels or rear wheels raised) another vehicle due to a breakdown
    You will be charged a toll according to the vehicle classification of both the towing vehicle and towed vehicle. Please hand your ETC card to the toll gate staff, without paying remotely.

    3. If the axle distance of the towed car is less than 1m
    If the distance between multiple axles is less than 1m, they are treated as one axle.
    If you pay remotely by ETC, multiple axles will be detected, so please hand your ETC card to the toll gate staff, without paying remotely at the entrance toll booth.

Using with a motorcycle

Questions about ETC

  • Q1
    The toll gate in the ETC lane did not open. What should I do? What caused it not to open?
    A1

    If the toll gate at the toll gate does not open, the toll gate personnel will deal with it, so turn on your hazard lights to alert cars in the rear, stop the vehicle, and wait on the spot. Due to the serious danger, please do not exit the vehicle or drive in reverse.
    If you cannot stop in time, and pass through by pushing open the closed toll gate, contact the Shutoko Customer Center from a safe location such as a parking area.
    If on a motorcycle, avoid the toll gate without stopping, get out of the ETC lane and contact the Shutoko Customer Center from a safe location such as a parking area.

    The following are the main reasons a toll gate may not open.
    ・ ETC card not inserted
    ・ ETC card is expired
    ・ ETC card is deformed
    ・ Scratch, abrasion, or blemish on the ETC card's IC chip
    ・ Something was placed on the ETC on-board device antenna
    ・ The ETC on-board device antenna is not properly installed (cigar lighter socket, etc.)
    ・ ETC on-board device antenna is at a wrong angle
    ・ Excess speed in ETC lane
    ・ Multiple vehicles in ETC lane

  • Q2
    I passed through the toll gate by mistake without inserting the ETC card. What should I do?
    A2

    If you passed through the toll gate by mistake without inserting the ETC card, contact the Shutoko Customer Center from a safe location such as a parking area.
    Note that if you do not pay the toll and do not contact us, you will be charged the toll including the additional charges incurred due to unauthorized passage.

  • Q3
    The ETC card was inserted but I wasn't charged. Why is that?
    A3

    Even if the ETC card is inserted in the ETC on-board device, the system may judge that the card is not inserted if the ETC card's IC chip is damaged or if the connection between the ETC card and the ETC on-board device is bad. If the toll was not paid, the electronic display sign (roadside display) at the toll gate will display "STOP" in red. Always check the display when passing the toll gate.

    *If you leave the ETC card inserted in the ETC on-board device and the interior reaches a high temperature, note that the card may become unusable due to negative effects on the data, the ETC card deforming due to heat, or a bad connection with the ETC on-board device.

  • Q4
    Since the gate in the ETC lane was open, I didn't notice that I wasn't charged. Why was the toll gate open?
    A4

    If the distance between your vehicle and the vehicle in front of you was small, you may have passed through before the opened toll gate closed, even if you had not paid the toll by ETC. Also, the toll gate at the toll gate may not close due to the weather.
    Please check the display of the vertical electronic display sign (roadside display) in front of the toll gate when passing through, regardless of whether the gate is open. If the communication was successful, "↑ (arrow symbol) ETC" will be displayed in green, and if not "STOP" will be displayed in red.
    If you passed through the toll gate even though "STOP" was displayed, contact the Shutoko Customer Center from a safe location such as a parking area.

  • Q5
    I passed through the toll gate with an invalid ETC card (expired, etc.) inserted by mistake. What should I do?
    A5

    Please contact the Shutoko Customer Center from a safe location such as a parking area.
    Note that if you do not pay the toll and do not contact us, you will be charged the toll including the additional charges incurred due to unauthorized passage.

  • Q6
    I intended to pay remotely by ETC, but I passed through the "cash" lane without stopping by mistake. What should I do?
    A6

    Please contact the Shutoko Customer Center from a safe location such as a parking area.
    Note that if you do not pay the toll and do not contact us, you will be charged the toll including the additional charges incurred due to unauthorized passage.