Before Contacting Us: Preparation is Key

To help us address your concerns as quickly and accurately as possible, please ensure you have gathered all relevant information before reaching out. This proactive step can significantly reduce the time required to resolve your query and prevents unnecessary back-and-forth communication.

Identify Your Specific Query

Clearly define what information you are seeking or what problem you are experiencing. Is it about a specific toll section, a type of vignette, a penalty notice, or a technical issue with a GO-Box?

Reference Our Existing Resources

Have you thoroughly reviewed our website sections on Vignettes, GO-Box, Special Toll Sections, and our FAQ page? Often, the answer you seek is already available there.

Gather Relevant Details

Depending on your query, this might include:

• Vehicle type and registration number.
• Date and time of incident (if applicable).
• Specific toll road or tunnel in question.
• Any reference numbers from penalty notices or previous communications.
• Screenshots of error messages or relevant web pages.
• Proof of purchase for vignettes or GO-Boxes (receipts, order confirmations).

Outline Your Question Clearly

Formulate your question concisely. Avoid overly long descriptions if a shorter one will suffice, but include all critical details. Bullet points can be very helpful.

By preparing thoroughly, you enable our support team to understand your situation immediately and provide a focused, effective response.

Our Step-by-Step Assistance Process

Here’s how to effectively request assistance or information from TollGuide Central:

1. Step 1: Check Our Knowledge Base

   Action: Before submitting a new request, please utilise our extensive online resources. Our website is designed to be a comprehensive guide, covering most common questions about Austrian tolls, vignettes, GO-Boxes, and compliance.

   Expected Timeframe: Immediate. A quick search or browse through our dedicated sections might provide an instant answer.

2. Step 2: Access the Contact Form

   Action: If you cannot find the answer on our website, navigate to our Contact Us page. This is the primary channel for submitting formal enquiries.

   Expected Timeframe: Less than 1 minute.

3. Step 3: Fill in the Contact Form Accurately

   Action: Complete all required fields in the contact form. This typically includes your name, email address, the subject of your enquiry, and a detailed message. Please be as specific as possible, referencing any preparatory information you gathered in the previous section.

   Expected Timeframe: 5-10 minutes, depending on the complexity of your query and the amount of detail you provide.

4. Step 4: Attach Supporting Documents (Optional)

   Action: If your query requires supporting evidence, such as penalty notices, proof of purchase, or screenshots, use the attachment feature on the contact form. Ensure all attachments are clear and legible.

   Expected Timeframe: 2-5 minutes per attachment.

5. Step 5: Submit Your Request

   Action: Review your submission for accuracy and completeness, then click the "Submit" button. You should receive an automated confirmation email shortly after submission, acknowledging receipt of your enquiry.

   Expected Timeframe: Immediate confirmation.

6. Step 6: Await Our Initial Response

   Action: Our support team will review your enquiry. We aim to provide an initial response or acknowledge that your case is being escalated within 1-2 business days. Complex issues may require more time for thorough investigation.

   Expected Timeframe: 1-2 business days.

7. Step 7: Follow Up (If Necessary)

   Action: If you have not received a response within the expected timeframe, or if you have new information to add to an existing case, please reply to the confirmation email you received. This ensures all communication remains within the same thread, making it easier for our team to track.

   Expected Timeframe: As needed.

8. Step 8: Resolution and Feedback

   Action: Once your query has been fully addressed, we will provide a comprehensive response. We may occasionally send a follow-up to ensure your satisfaction or to gather feedback on our support process, which helps us improve our services.

   Expected Timeframe: Varies depending on complexity, but we strive for a timely resolution.

Frequently Asked Questions About Support Requests