Billing & Payment

Billing & Payment

When will I receive an invoice?

You'll receive an invoice in the mail after you travel on the Port Mann Bridge if you haven't registered and signed up for email billing. If you don't travel very often and the balance on your account is low, we won't necessarily send you a reminder every month.

Printing and sending invoices is expensive. Limiting the number of bills we mail helps keep our costs low, which helps keep tolls low.

Don't forget, you can access your account online at any time. Simply login to your account to check your balance, view your recent payments, see your invoice history, and more. Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

My bill is incorrect. What do I do?

If your bill is incorrect, please call or visit us and a TReO Customer Service Representative will be happy to help.

How can I find out how much I owe?

Simply login to your account and check your Account Home page to view your account balance and your most recent invoice. Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

If you're having trouble online, you can call TReO and a Customer Service Representative will be happy to help.

How do I update my credit card information?

Login to your account and select Billing & Invoices. Under Payment Options, click Edit. You will need to update or re-enter all of your credit card information (card number, name on card, and expiry date), as the boxes are not pre-populated with existing information on file. This is a security measure to ensure no one but you can see your credit card information.

How long does it take for TReO or my bank to process a payment?

Automatic payment   If you have an automatic payment method on file, your payment will be processed five business days before the due date noted on your bill.
One-time payment via treo.ca If you are making a one-time payment at treo.ca, your payment will be processed right away.
In person at a TReO Customer Service Centre If you are making a payment in person at a TReO Customer Service Centre, your payment will be processed right away.
Over the phone with a TReO Customer Service Representative If you are making a payment over the phone with a TReO Customer Service Representative, your payment will be processed right away.
Through your bank's website or app If you are making a one-time payment through your bank's website or app, please allow up to five business days for processing.
Cheque in the mail If you are mailing a cheque to TReO, please allow seven to 10 business days for processing from the day you mail the cheque. 

Please note, if you do not allow enough time for processing, your payment could be posted to your account after the due date. You have 30 days to pay your tolls from the date on your mailed invoice. After 30 days, interest will accrue daily on the outstanding balance at a rate of 19% per year, compounded monthly. It is also important to note that overdue accounts are not eligible to receive a combined bill for travel on the Golden Ears Bridge.

I made a payment online, why haven’t I received an invoice?

If you make a one-time payment for the full amount owing within seven days of your crossing, we will not send you a TReO invoice. Your receipt will be your proof of payment.

If you pay part of your TReO bill and the remaining balance is under $10, we may not generate a monthly invoice for you.

Printing and sending invoices is expensive. Limiting the number of bills we mail helps keep our costs low, which helps keep tolls low.

Why doesn’t my automatic payment match up with the amount due on my invoice?

If the amount processed for your automatic payment isn't the same as the amount that was due on your invoice, this is most likely because payments or adjustments have been made to your account since the invoice was generated.

It's easy to access your account online at any time to check a payment. Simply login to your account and check your Account Home page. If an adjustment has been made to your account by a TReO Customer Service Representative, it will be visible on your next invoice.

Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

If you still have questions about your account, please call or visit us and a TReO Customer Service Representative will be happy to assist you.

I made a payment, but it isn't showing on my invoice. Why?

It's possible you made a payment after your invoice was generated, or your payment was posted to your account after the due date. It's important to allow enough processing time for a cheque or online payment.

You can always login online to see what date the payment was posted, or call TReO to check when your payment was received.

Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

How can I confirm TReO received my payment?

Simply login to your account and check your Account Home page to view your recent payments. Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

If you're having trouble online, you can always call TReO and a Customer Service Representative would be happy to help. 

When will I be able to see my trip posted to my TReO account?

If you have a TReO decal installed in your vehicle, your trips should post the same day you travel. If your tolls are being read by your licence plate number, your trips should post within five days of your travel.

Please note it could also take longer if you were pulling a trailer, or if your vehicle is overheight.

Sometimes the image of your licence plate must be manually reviewed, which can take a little extra time as well. 

How do I view my toll transactions?

Simply login to your account and check your Tolling History page to view your transactions. You can filter your trips by travel date or by billing date, as well as by which vehicle you want to see.

Are you registered but don't have an online account yet? Click here to set up online access. Not registered? No problem. It's easy to register online.

If you're having trouble online, you can call TReO and a Customer Service Representative will be happy to help.

ICBC says I owe you money and can’t renew my insurance. What’s going on?

You are unable to renew your insurance because your account has been designated as Refuse to Issue (RTI). Accounts are designated as RTI for the following reasons:

  • Toll debt has reached more than $25; and
  • Toll debt has been outstanding for more than 90 days

The fastest way to clear your overdue amount is by making a payment online. Alternatively, you can call TReO or review other ways to pay. Please note that your overdue amount is subject to change if additional tolls and fees are charged or become overdue.

Once the amount owing has been paid in full, the RTI status can be cleared in real time and you'll be able to renew your insurance.

I have paid my balance but I still can’t renew my vehicle’s insurance. Why?

Do you co-own a vehicle or share insurance with one or more people? Do you share a TReO account with anyone else? If you do, that could be why there is still a Refuse to Issue hold on your insurance.

Overdue toll debt, regardless of who incurred the debt, can affect all co-owners and shared policy/account holders. The total debt must be paid in full to clear the Refuse to Issue status for all vehicles.

Please note, your overdue amount is subject to change if additional tolls and fees are charged or become overdue. If you previously cleared your RTI amount owing, you may still have a remaining balance. If this toll debt has reached more than $25 and has been outstanding for more than 90 days, your account could go back into RTI if these charges remain unpaid.

If you have any questions, please call TReO and a Customer Service Representative would be happy to help. 

I have never received a TReO bill, but ICBC says I can’t renew my insurance. Why?

If there is a Refuse to Issue hold on your vehicle insurance and you have never received a bill, it's possible we have an incorrect address listed on your account. Please register online or call us to update your account information, including your correct address.

It's also possible you are still in RTI because you co-own a vehicle, or share insurance or a TReO account, with one or more people. Overdue toll debt owing, regardless of which party incurred the debt, can affect all co-owners and shared policy/account holders, and the total debt must be paid in full to clear the Refuse to Issue status for all vehicles. If you have any questions, please call us.

What happens when I’m towing a trailer? Which licence plate number is billed?

When you're towing a trailer there are two things to remember. First, you'll probably be charged the medium vehicle rate of $6.30 because of the added length. Second, the licence plate on your vehicle will be billed, not the licence plate on the back of your trailer. If you're paying ahead of time or making a one time payment, make sure you pay by the licence plate on your vehicle.