FAQs - Frequently asked questions
General information on toll boxes:
Installation, Activation, Battery change,
Access data, Forgot password, Motorbike,
Contract period, Annual fee, Direct debit,
Means of payment, Return, Cancellation,
Format licence plate number, Replacement holder, Motorbike, Avoid unwanted transactions, Ownership, Toll box France: Height and weight, Removal of the toll box, Theft/Loss
Vehicles up to 3 metres high:
Delivery time, Change of licence plate,Rental car, Malfunction, Problems at toll station, Brenner motorway, Toll box with trailer, Country list "small" toll box
Vehicles from 3 metres high & trucks:
Number of axles, Number buttons,Registration sheet, Licence plate,
Change of vehicle, Problems at toll station,
Brenner pass toll, Country list "big" toll box,
MPLW not more than 3500 kg?
Rental vehicle over 3 metres high
General questions for "Toll box up to 3 m" and "Toll box over 3 m"
Please consult the vehicle manual, the vehicle manufacturer or your workshop to find out if your vehicle has a metallised coating on the windscreen and where there is an area without metallised coating. Vehicles often have a dotted
or darkened area next to the rearview mirror on the windscreen.
This dotted or darkened area is usually without metal and the toll box hat to be attaced inside of this dotted or darkened area.
The toll box does not need to be recognised visually by the toll station, but establishes "radio contact" with the toll station. This "radio contact" can be interrupted or completely prevented by a metallised coating or by heating
wires, which is why attaching the device correctly is crucial.
For motorhomes, we recommend mounting it centrally about 15 cm above the dashboard on the windscreen:
For motorbikes, trikes or quads, we recommend stowing the toll box in a tank bag on the motorbike, trike or quad facing in the direction of travel.
No, the toll box is already active when you receive the box. You only need to install the toll box in your vehicle according to the enclosed instructions and you can drive off directly.
As soon as we receive the information about your toll charges from the toll operators (usually 4 - 6 weeks after the journey), we automatically create the invoice, which we send to you by e-mail. In exceptional cases, there may also be delays in the transmission of toll fees by the toll operators, which will also result in a later invoice. The outstanding charges will be debited from your deposited means of payment completely automatically. Our billing cycle is usually 1 time per month, with the order date acting as the cut-off date.
The contract is always concluded one year in advance.
The annual fee is always paid in advance for 12 months, or in twelve monthly instalments with a Premium "toll box up to 3 m high".
If you keep the toll box on the date of the annual contract renewal, your contract is automatically renewed for a further year.
If you no longer require the toll box, please send the box to us at the following address for cancellation before the end of the contract year:
maut1 GmbH
Anton-Jakob-Straße 5
83026 Rosenheim
Germany
The contract will be cancelled automatically upon receipt of the toll box.
The one-off activation fee is paid when the order is placed.
The first annual rental fee is charged one month after dispatch. For the premium "toll box up to 3 m high", the first of twelve monthly instalments.
The contract is then automatically renewed every 365 days after this time and the next annual rental fee or the first of twelve further monthly instalments is charged.
To cancel a contract or to conclude an exchange arranged by maut1, the respective toll box must be returned to maut1.
The address for returning toll boxes is:
maut1 GmbH
Anton-Jakob-Straße 5
83026 Rosenheim
On receipt of the goods, the contract is cancelled at the end of the contract year (unless there are other toll boxes for the respective contract). For the premium ‘toll box up to 3 m in height’, the monthly rental fee ends at the end of the contract year concluded in advance.
Please note: Licence plate registrations for additional services (e.g. Parking Service Germany) may have to be deactivated separately in the 'Digital Services' profile are.
Toll fees that have not yet been charged by the time of cancellation will continue to be charged even after the contract has been cancelled.
Since the customer is responsible for the chargeable blocking of the toll box if it is lost, we recommend returning it with a consignment number by German Post or DHL and keeping the proof of dispatch until you have received the confirmation of receipt by e-mail for each toll box from maut1.
Please do not change the battery of the toll box yourself!
The battery of the toll box lasts approx. 5 - 7 years and even longer depending on the frequency of use. We will contact you automatically and in good time for a free replacement.
Registration is required so that you can access your data in the customer area. For example, you can easily change your license plate, change your means of payment and much more.
1. Log in to your customer account
2. Click on the item "Orders/Change payment method" in your account
3. Click on the "Change payment method" field in the top right-hand corner of the order
4. Select the desired payment method.
5. Click on the field "Enter payment data" to complete the payment of 0,00 EUR (with direct debit 0,01 EUR)
6. Enter your new payment details and click on "Confirm"
7. If you have switched to PayPal, you will be redirected to PayPal. Here you have to confirm the direct debit agreement. If you are switching to a credit card, you will need to confirm the 3D Secure verification of your issuer
8. If the update was successful, the message "Thank you for updating your order" will appear at the end.
Please note that a fee of up to 0,01 EUR will be charged for direct debit. This will be debited from your account.
Depending on whether you have ordered directly from us or via one of our partner sites, please call up the corresponding page:
maut1 - www.maut1.de
ADAC - www.adac-mautbox.de
Gardasee - gardasee.maut1.de
You can find a video tutorial on how to change payment methods at the end of this FAQ page.
By paying by direct debit, the delivery time is extended by another 7 business days in addition to the regular delivery time due to the money transfer.
If you already have a toll box from us, you are also registered in any case. If you are not sure which password is stored in your customer account, please click on "I have forgotten my password" in the log-in area. You can then enter your e-mail address and click on "Send e-mail". You will now receive an e-mail with a link that you can use to reset your password.
Please enter your complete licence plate number according to the specified format (displayed below the input field in edit mode). An "H" or an "E" at the end must be indicated (but only in the event that an "H" for classic car or "E" for electric car is also indicated on your licence plate!). Time specifications for seasonal number plates must not be given. Please make sure to indicate "Ä", "Ö" and "Ü" as those and not as "AE", "OE" or "UE".
If you have problems passing through the toll stations, please check the following instructions!
Please ensure that the box has been attached in the area without a metallised coating and without heating wires (a metallised coating cannot be seen with the naked eye!)
If your vehicle has a darkened/marked area on the windscreen next to the rear-view mirror, the device must usually be attached inside of this area.
Mounting for pessanger car:
About 50 meters before the next toll station, begin holding the toll box out of the window, towards the toll station and do so until you are at the barrier. This will allow you to test whether your windscreen is preventing the toll box from communicating. (Holding the device out when you have already reached the barrier and not already 50 m in front of the toll station has no effect).
If your toll box still does not work, you can scan the barcode of the box at the toll station, contact the staff (via emergency button), draw a ticket or pay on site. (Please keep tickets and receipts).
Mounting for motorhomes:
Note for the toll box for vehicles over 3m high: In Austria, please always listen for the "beep". If the box does not emit any or 4 "beeps", you must report to a GO-Point within 5 hours / 100km to pay the additional toll.
You can easily order additional holders for the Axxès toll box online at www.maut1.de/en/holder-axxes (including for new orders)
For information on where to buy the Telepass holder, please contact our customer service team by email.
The maut1.de toll box can of course also be used with a motorbike, trike or quad bike for journeys to Italy, France, Spain and Portugal.
We recommend stowing the toll box in a tank bag on the motorbike, trike or quad bike.
Caution: Any metal layers such as zips can interfere with or prevent the signal between the toll box and the toll station. For optimum reception, the toll box should be in direct communication with the toll station transmitter, i.e. pointing forwards in the direction of travel.
Please also note that the toll box should not be exposed to moisture (rain or splash water), too much cold (frost in winter) or too much heat (e.g. heating by dark surrounding materials)..
Info: The metal layer of the aluminium foil prevents communication between the device and toll station in any case and no unwanted transactions can be generated.
If, for example, when using a hire car a toll box from another provider is already in the vehicle, please wrap the maut1.de toll box in aluminium foil and use the toll box in the rental car.
If your vehicle has to be towed out of the country in which you are using our toll device in the event of a breakdown, you should remove the device from the vehicle or wrap it in aluminium foil to avoid generating toll charges at the toll stations. If this is no longer possible for you, we can also irrevocably block the maut1.de toll box after you have informed us accordingly.
Please note that in the event of a block, we will have to charge the corresponding fee according to our price list must be charged.
If you have a toll box from maut1.de in your vehicle but do not wish to use it for certain reasons, please wrap it in aluminium foil. Stowing it in the glove compartment, for example, is not sufficient to avoid any unwanted transactions at toll stations!
Shipping note: You should also shield the toll box with metal if you are sending it back to Germany from abroad. This is because transactions can also occur during transport by a lorry of the shipping service provider when passing toll stations, regardless of the number plate.
The toll box remains the property of maut1 GmbH or the toll chargers (see GTC). Please refrain from changing the appearance of the toll box, to break open or otherwise damage them.
You are contractually obliged to return the toll box to us at the latest when the battery is replaced. Existing stickers, e.g. with the serial number of the toll box, must not be removed under any circumstances and painting or labelling the toll box is also prohibited.
Otherwise, either a cleaning fee (€10.00, according to the price list) or a blocking fee (€40.00, according to the price list) may be charged when the returned toll box is received by maut1.
Examples of cases in which a cleaning or blocking fee is incurred are adhesive residue from labels applied by the customer, residue from colouring with permanent markers or paint pens.
According to the official rules of the toll operators, vehicles over 3.5 tonnes, or 3 metres in height, require a toll box for heavy vehicles.
However, practice has shown that only the height is measured and the weight is only of secondary importance. For example, for a motorhome with an actual weight of up to 4.5 tonnes and a height of up to 3.05 metres, the toll box for cars works contrary to the official rules of the French toll operators.
In this case, the toll box for heavy vehicles would not work and the barrier would remain closed.
If your vehicle is 3.06 metres or higher and heavier than 3.5 tonnes, you can use our "Toll box for motorhomes and vehicles over 3 metres in height".
Vehicles with more than two axles require the "Toll box for vehicles over 3 metres in height" regardless of their weight and height - a tandem axle generally counts as one axle in France.
If the vehicle has 3 axles, the vehicle is considered a heavy vehicle of class 4 regardless of the other data and the "toll box for vehicles over 3 metres in height" can be used.
Please also note the information on height and weight on the product pages in our online shop.
If you want to remove the toll box together with the holder from the windscreen, we recommend mounting the toll box in the holder and then turning it while it is in the holder.
Alternatively, you can heat the adhesive with a hairdryer until the holder comes off easily.
Please keep the hairdryer at a sufficient distance from the windscreen and make sure to heat the windscreen slowly first to avoid cracks, especially if the windscreen or surroundings are cold.
The customer is obliged to report any theft or other loss of the physical device to maut1 immediately.
The report must be made by e-mail to the following address: [email protected]. A written report, e.g. by letter, is also possible. The time of the report is the time of receipt by maut1.
maut1 will immediately forward the block to the toll collector. maut1 has no influence on the implementation of the block by the toll collector. In the relationship between the customer and maut1, the block shall take effect no later than the end of the second working day after the customer's notification.
In the event of theft or loss of the toll box, it may still be used until it is blocked. The customer must report the theft/loss to maut1 immediately. The report must include the number of the toll box and the vehicle registration number as well as the time and place of the theft/loss.
The customer is responsible for any further use of the toll box until the block takes effect. Furthermore, the customer is liable for any further damage caused by misuse of the product until the blocking request is activated.
The customer must reimburse maut1 for the blocking fee incurred by maut1.
Special questions for the toll box for vehicles under 3 metres
We ship the toll box one business day after receiving the order. The delivery time within Germany is 1-4 business days, within Europe approx. 4-7 business days.
Yes, you can change the assigned licence plate number as often as you like with our car toll box by proceeding as follows:
- Log in to your customer profile at maut1.de/en/account/login an
- Click on the ‘Tollbox management’ tab
- Your toll box is displayed
- A field labelled ‘Edit’ can be seen directly below the toll box or order
- If you now click on this, you can change both your licence plate number and the country code.
Finally, simply press the green button labelled ‘Save’ for the change to take effect.
Please note that the licence plate registration for the Valet parking service (Germany) und den Tunel Blankenburg (A24, The Netherlands) separately in the customer profile under ‘Digital Services’ if necessary.
We recommend changing the licence plate number at least 24 hours before the planned start of the journey so that it is activated in all toll systems on the road.
Yes, you can also use the toll box with a trailer or caravan. The toll box must be installed in the towing vehicle and you do not have to inform us whether you are carrying a trailer, as this is automatically recognised at the toll stations.
The toll box can also be used with a rental car. Please enter your own car registration number when ordering.
Please only change the number plate assignment of the toll box via our portal when you are in possession of the rental car and make absolutely sure that you change the number plate in the portal back to your private passenger car as soon as you are no longer in possession of the rental car. This will prevent you from having to pay the toll charges of the previous or subsequent hirers.
We recommend that you change the licence plate at least 24 hours before you plan to start your journey so that is is activated in all toll systems on the road.
Please check whether the hire car already contains a toll box from another provider or whether the vehicle rental company already has a contract for payment of the toll in camera systems. If this is the case, please wrap the maut1.de toll box in aluminium foil, leave the toll box registered on your private number plate and use the toll box in the rental car.
If you have problems passing through the toll stations, please check the following instructions!
Please ensure that the box has been attached in the area without a metallised coating and without heating wires (a metallised coating cannot be seen with the naked eye!)
If your vehicle has a darkened/marked area on the windscreen next to the rear-view mirror, the device must usually be attached inside of this area:
About 50 meters before the next toll station, begin holding the toll box out of the window, towards the toll station and do so until you are at the barrier. This will allow you to test whether your windscreen is preventing the toll box from communicating. (Holding the device out when you have already reached the barrier and not already 50 m in front of the toll station has no effect).
If your toll box still does not work, you can scan the barcode of the box at the toll station, contact the staff (via emergency button), draw a ticket or pay on site. (Please keep tickets and receipts).
The Brenner toll cannot be paid with the toll box for vehicles up to 3 m high, as the Brenner toll station (on both sides) is in Austria. Here, the toll must be paid manually or by video toll. You can book the video toll for the Brenner Pass with our partner mautwelt.de. In Italy, our toll box can be used at all toll stations.
The toll box for vehicles up to 3 metres high, i.e. motorbikes, cars and small motorhomes under 3 metres high, can currently be used in the following countries to settle the toll charges incurred: Italy, France, Spain and Portugal.
Special questions for the toll box for vehicles over 3 meters
This is a switch and a display with which the vehicle axles for Austria can be set. If you use the toll box in a motorhome, do not press the switch. It is not necessary to change the number of axles for motorhomes.
No, because in the case of motorhomes only the number of axles of the towing vehicle is relevant.
A toll box with the new vehicle data must be ordered via the website. A contract can be cancelled by returning the toll box that is no longer in use to maut1, Anton-Jakob-Straße 5, 83026 Rosenheim.
In the case of vehicles for commercial goods transport the number of axles must be adjusted if the number of axles on the vehicle changes (e.g. due to a trailer). The change is made by pressing the button on the toll box for several seconds. The next axle category is set, as soon as it lit up. Set the correct axle category for your vehicle/trailer combination. Attention: This does not apply to motorhomes!
The so-called "vehicle declaration" must always be carried in the vehicle in case of a traffic check in Austria.
No, because the toll box is personalized to the license plate number and vehicle data specified in the order.
A toll box with the new vehicle data must be ordered via the website. A contract can be cancelled by returning the toll box that is no longer in use to maut1, Anton-Jakob-Straße 5, 83026 Rosenheim.
No, because the toll box is personalized to the license plate number and vehicle data specified when the order is placed. In this case, a new toll box would have to be ordered.
If you have problems passing through the toll stations, please check the following insctructions!
At the toll stations on the special toll routes in Austria (e.g. Brenner motorway) it is normal not to hear a signal tone. The toll box is detected a little further ahead of the toll station.
Please make sure that the box has been placed correctly. Metallised coatings or heating wires of a windscreen heater significantly interfere with the unit's signal (a metallised coating cannot be seen with the naked eye!)
Alcoves that protrude significantly from the front edge of the vehicle can also interfere with the signal of the device if the latter is attached too high on the windscreen. Please consult your vehicle manufacturer or the vehicle manual.
For motorhomes with an alcove and without a coated/heated windscreen, we recommend fitting in centrally aprox. 15 cm above the dashboard on the windscreen:
In Italy, France, Spain, Portugal: About 50 meters before the next toll station, begin holding the toll box out of the window, towards the toll station and do so until you are at the barrier. This will allow you to test whether your windscreen is preventing the toll box from communicating. (Holding the device out when you have already reached the barrier and not already 50 m in front of the toll station has no effect).
If your toll box still does not work, you can scan the barcode of the box at the toll station, contact the staff (via emergency button), draw a ticket or pay on site. (Please keep tickets and receipts).
In Austria: Always pay attention to the "beep" of the device while driving. If the box does not emit any "beeps" at all or emits 4 "beeps" in a row, you must report to a "Go"-Point within 5 hours / 100km to pay the back toll.
If the toll box has not been recorded by the toll operator and an additional payment is necessary, a GoBox must be purchased on site so that no penalty payments are incurred if the journey continues.
Yes, with the toll box for motorhomes over 3 meters in height and over 3.5 tons in weight you can also pay the toll at the Brenner toll station, as well as all other special toll routes in Austria. To do so, use the lanes with the "Go" symbol, or the lanes without a barrier.
Only if there is a random check by the Austrian toll operator will the vehicle registration document be requested via us. In the event of an inspection, we will contact you for the sending of your vehicle registration document by e-mail.
You can currently use the toll box for vehicles over 3 metres high, i.e. large motorhomes, buses or commercial trucks, in the following countries to settle the toll charges incurred: Italy, France, Spain, Portugal and Austria.
The "toll box for vehicles over 3 metres in height" is activated on a flat-rate basis in Austria. If the technically permissible total mass of your vehicle does not exceed 3500 kg according to the vehicle licence, you are obliged to purchase an e-vignette or vignette in Austria and pay the (digital) route toll if applicable.
If you have the "toll box for vehicles over 3 m high", but the technically permissible total mass does not exceed 3500 kg, please ensure that you either do not carry the toll box with you in Austria or wrap it in aluminium foil and pay the car toll instead.
If you would like to use the toll box for vehicles over 3 metres in height for a rental vehicle, this is generally possible. Please note that your licence plate number will remain registered with the toll operators even after you have rented the vehicle
Please return the toll box to us immediately after you have used it in order to avoid toll transactions by a subsequent renter of the vehicle which may arise solely via the licence plate registration as far as possible.
Please note that we cannot be held liable for toll charges caused by a subsequent renter of the vehicle only via the licence plate recognition. Immediate deactivation is only possible for a fee if the toll box is blocked.
Please enclose a note with the return that the toll box was used for a rental vehicle so that we can deactivate it for you immediately upon receipt.
Note: maut1 GmbH is not liable for transactions that arise solely due to the licence plate number because the subsequent owner (or previous owner) is travelling with the rental vehicle, and you must assume the risk and any resulting costs.
How can I activate the digital services?
You can activate the digital services, currently PARKSERVICE and A24 BLANKENBURG, free of charge in your customer account at www.maut1.de.
Log in to your existing CUSTOMER ACCOUNT and click on the menu item Digital Services.
If a licence plate number is already stored here, click on "Edit" to check whether the desired service is active.
To add a service to an existing licence plate, please delete the licence plate first and then add this licence plate with the desired services again.
If no licence plate is stored/activated yet, please click on "Activate services", add the desired licence plate and activate the corresponding services.
The digital services, currently PARKSERVICE and A24 BLANKENBURG, are automatically activated for you in your customer account on the licence plate registered for the toll box once you have successfully ordered/payed for the toll box.
You can also add only the Digital Services product to your shopping basket without a toll box.
This will make our digital services PARKSERVICE and A24 BLANKENBURG available to you.
After placing your order, please log in to your new CUSTOMER ACCOUNT, click on the Digital Services menu item, enter one or more licence plates and activate the desired digital service with the checkbox. That's it.
More information as video
Video: Instructions for changing the deposited means of payment at maut1.de
Video: Instructions for changing the deposited number plate at maut1.de
Video: Instructions for updating the address at maut1.de
How does the toll box from maut1.de work?
Example of a drive through a toll station in Italy with the maut1.de toll box:
In our maut1.de blog you will find additional travel information as well as further tips and advice from the maut1.de team for your next holiday.