Maryland E‑ZPass Customer Service Hours — Complete, Practical Guide

Overview: Where to get help and when

The Maryland Transportation Authority (MDTA) operates E‑ZPass Maryland customer service through a mix of digital self‑service, a centralized call center, and in‑person support at administrative locations. The online portal at https://www.ezpassmd.com is available 24 hours a day, 7 days a week for account management (payments, tag deactivation/activation, transaction history, and address updates). Live human support is limited to scheduled hours and varies between telephone and in‑person channels.

Because MDTA’s staffing and service windows have been adjusted several times since 2010 to balance demand and budget (notably after the 2016 tolling technology upgrade and again during COVID response in 2020–2022), precise live hours can change. The authoritative, up‑to‑date source for hours and closures is the MDTA contact page (https://mdta.maryland.gov) and the E‑ZPass Maryland Help page on ezpassmd.com.

Telephone hours and expectations

Live telephone customer service handles complex issues: disputed transactions, account holds, refund requests, and tag replacements. As a best practice, phone capacity is scheduled to cover weekday peak travel times; historically the center runs extended weekday hours and reduced weekend hours. If you must call, plan for Monday–Friday contact for the quickest resolution and smaller hold times.

Typical performance metrics published by similar toll authorities show average hold times of 5–15 minutes during nonpeak periods and 20–40+ minutes during peak holiday windows (Memorial Day, July 4, Labor Day, Thanksgiving and the first week of school in August). If your issue is time‑sensitive (e.g., immediate toll disputes or a frozen E‑ZPass account preventing travel), call as early as possible in the business day.

Primary contact points (quick reference)

• Official website / 24/7 self‑service: https://www.ezpassmd.com (account login, payments, transaction history, tag management).
• MDTA main administrative address: 2310 Broening Highway, Baltimore, MD 21224 — use for mailed documentation or tag returns when required.
• MDTA general information telephone: (410) 537‑5000 — useful for reaching administrative offices and getting directed to the correct department.
• Confirm live customer service phone hours and the dedicated E‑ZPass phone number on ezpassmd.com/contact — hours and phone numbers are the single most frequently changed details and are posted there first.

In‑person service and facility hours

MDTA maintains administrative offices in Baltimore and occasionally operates temporary customer service events (mobile enrollment) at DMV branches and community centers. In‑person customer service is best for identity verification, tag exchange, or when paperwork (proof of vehicle ownership, photo ID) must be presented in person. Standard administrative office hours historically align with state business hours, typically Monday–Friday, 8:00 AM–4:30 PM, excluding state holidays.

If you need to visit in person: bring the vehicle registration, a government‑issued photo ID, and any correspondence (ticket numbers or account statements). For tag replacements that require a deposit or fee, bring a credit/debit card; some offices accept cash but policies vary. Check the exact office hours and whether appointments are required at mdta.maryland.gov before you travel to avoid wasted time.

Holiday, emergency, and seasonal adjustments

Customer service hours are frequently shortened or suspended on the major federal holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day) and sometimes the day after Thanksgiving. MDTA posts planned holiday schedules well in advance; unplanned outages (severe weather, system maintenance, or cybersecurity incidents) are announced on the home page and via MDTA’s social media feeds.

For tolling disputes tied to holidays (when call volumes spike) expect longer adjudication timelines: initial case receipt is typically acknowledged within 7 business days, with full resolution taking 30–90 days depending on documentation and investigation complexity. For urgent operational outages (e.g., tag reader failures at specific plazas) MDTA issues travel advisories and temporary manual processing instructions.

Efficiency tips, escalation and expected fees

To resolve issues faster, prepare before contacting customer service: have your account number or tag ID, specific transaction dates and amounts, vehicle plate numbers, and a preferred payment method ready. For disputes, attach photos or PDFs (license, registration, receipts) when using the web portal — electronic uploads reduce processing time by roughly 40% compared with mailing documents.

• Common fees and timelines: transponder replacement deposits and prepay minimums vary — check ezpassmd.com for current amounts; many agencies require a minimum prepaid balance (commonly $10–$25) to issue a tag. Refunds for closed accounts are typically processed within 30–60 days and sent to the original payment method or a mailed check.
• Escalation path: frontline representative → supervisor review (if not resolved within the first call) → formal written appeal / toll dispute form via ezpassmd.com → Maryland Office of Administrative Hearings for contested citations (dates and deadlines will be provided in the adjudication notice).

Final recommendations

Use the 24/7 online portal for account changes, automated payments, and transaction research — this eliminates wait times and often resolves 80–90% of routine inquiries. For complex cases (possible wrongful charges, collection notices, or tag failures), schedule calls or visits during normal business days and collect all evidence beforehand to shorten resolution time.

Always verify current phone numbers and exact live‑service hours at the two authoritative pages: https://www.ezpassmd.com and https://mdta.maryland.gov. If you need direct administrative mail: send documents to MDTA Headquarters, 2310 Broening Highway, Baltimore, MD 21224 and retain tracking information for any mailed items.

Where to get an E-ZPass in person?

E-ZPass tags/transponders are available at select AAA Stores for purchase and immediate use*.

How do I contact E-ZPass?

‼️ STAY ALERT AND CHECK THE ADDRESS! E-ZPass or Tolls By Mail WILL NEVER send a text or email requesting sensitive personal information. If in doubt, call E-ZPass at 1-800-333-8655 or Tolls by Mail at 1-844-826-8400 – or email: [email protected] for assistance. For more, go to http://thruway.ny.gov.

Can toll violation fees be waived in Maryland?

FINAL CHANCE: WAIVER PROGRAM ALLOWS TOLL VIOLATORS TO PAY THEIR TOLLS WITHOUT CIVIL PENALTIES. BALTIMORE, MD – The Maryland Transportation Authority (MDTA) is offering a one month waiver program for toll violators to pay off their toll debt without paying civil penalties.

How do I dispute a toll charge in MD?

Visiting a DriveEzMD Customer Service Center. Calling the DriveEzMD Call Center at 1-888-321-6824. Following the instructions included upon receipt of mailed Citations or Notices of Tolls Due (NOTDs)

Does DriveEzMD send text messages?

DriveEzMD Maryland never contacts customers via text to ask for payment or personal information. Myth #5: If the link looks “kind of” right, it’s probably okay.

How do I contact Maryland toll customer service?

If your matter is urgent, please visit a Customer Service Center located at one of our toll facilities and at select MDOT Motor Vehicle Administration locations, utilize our Chat function during regular business hours, or call 1-888-321-6824 to speak directly to a Customer Service Agent.