Friction in Toll Payments Drives Missed Payments and Revenue Loss, PayNearMe Study Finds

Nearly half of drivers with past-due toll violations say an easier payment process would have helped them avoid penalties 

SANTA CLARA, Calif., June 10, 2025 /PRNewswire/ -- PayNearMe, a leading fintech optimizing the payment experience, today released new research revealing that payment friction, not unwillingness to pay, is a leading cause of toll revenue leakage.

Key Findings

• Friction prevents payments. 39% of drivers report difficulty accessing toll websites or payment portals.
  
  
• Preferred methods are unavailable. 28% of drivers said their desired payment method wasn't available and 30% of drivers who missed payments cited the absence of digital wallet options.
  
  
• Payment friction drives support calls. 38% of respondents contacted customer service for account or payment issues, and 37% of registered users called about account replenishment problems.
  
  
• Cashless tolling has created an equity gap. Among cash payers, 17% of cash payers don't have bank accounts and 12% lack a credit or debit card.

According to the study, 23% of drivers had a toll invoice turn into a violation in the past year, and nearly half (49%) said an easier payment process would have helped them avoid it. Deloitte estimates toll revenue leakage at $2.24 billion annually—an issue PayNearMe's findings show could be significantly reduced with better payment experiences.

"Drivers aren't trying to avoid payment, they're blocked by systems that are hard to use," said Anne Hay, CMO and EVP, PayNearMe. "Our research shows friction, not intent, is the real barrier."

Drivers Want Simpler, Smarter Ways to Pay
The study shows strong interest in scan-to-pay QR codes, with 45% of drivers finding them appealing. One toll agency using PayNearMe's Smart Link™ with QR codes saw a 640% increase in on-time payments.

"QR codes can bridge the gap between paper and digital, turning a confusing paper invoice into a quick, seamless payment experience. But they're only as effective as the payment flow behind them," Hay said. "To work, the experience has to be fast, intuitive and frictionless—just scan and pay, no logins or extra steps."

Toll agencies have been slow to offer digital wallets, even as driver demand grows. The research reveals a substantial gap between driver payment preferences and the limited payment options currently available from toll agencies. Over half of drivers say they would use PayPal (55%) or Apple Pay (50%) for toll payments if offered. Other popular options include Venmo (33%), Google Pay (32%) and Cash App Pay (30%).

"Digital wallets are essential to how consumers manage their money," Hay said. "Our research found that 51% of consumers store funds directly in payment apps, effectively using them as alternative bank accounts. When agencies don't accept digital wallets, they are missing payments drivers are ready to make. Consumers are storing money in these apps. Agencies need to meet them there."

Cashless Tolling Must Address Inclusion

The move to all-electronic tolling has left unbanked drivers behind, introducing significant payment barriers for millions of drivers. Nearly half (48%) of cash-paying drivers prefer cash for budgeting reasons, not lack of digital access. Even account holders value cash: 20% cite the lack of cash funding options as a major frustration.

"Cash acceptance isn't optional—it's essential for equity and collections," said Hay. "A cash at retail payment option can bridge this gap instantly."

The Nuisance Bill Problem: Small Dollar, Big Friction

Toll invoices often go unpaid not because of cost, but because of inconvenience.

"Toll invoices are nuisance bills—small amounts that become big problems when payment is hard," Hay said. "Friction erodes the willingness to pay."

These missed payments create operational headaches. Among respondents who received a violation, 63% contacted support or disputed the charge, increasing costs that often exceed the invoice value.

"Chasing payments is expensive. Simplifying the payment experience is the smarter investment," Hay added.

Industry Perspective

"Toll agencies need a solution that eliminates friction and lets drivers pay their way—whether that's with a card, ACH, cash or digital wallet," Lev Pinelis, Founder and Principal at Toll Insight, said. "They are asking for, and need, a single payment platform that enables all of this functionality with a single integration."

About the Research

PayNearMe surveyed 1,548 U.S. drivers in February 2025 to understand their experiences and preferences for toll payment. The study highlights the urgent need for toll agencies to modernize payment systems and improve accessibility to reduce revenue loss and increase satisfaction.

Read the full report:, "The Impact of Payment Experience on Toll Revenue Leakage."

About PayNearMe
PayNearMe develops technology that drives better payment experiences for businesses and their customers. Our modern, flexible and reliable platform helps businesses increase customer engagement, improve operational efficiency and drive down the total cost of accepting payments. PayNearMe enables more ways to pay by offering major payment types and channels in a single platform.

PayNearMe processes all major forms of payment including PayPal, Venmo, Cash App Pay, Apple Pay, Google Pay, cards and ACH, as well as cash through our proprietary electronic cash network of more than 62,000 U.S. retail locations.

Thousands of businesses partner with PayNearMe to manage the end-to-end customer payment experience in industries such as Consumer Lending, iGaming and Online Sports Betting, Property Management, Tolling and Legal.

Learn more about PayNearMe at www.paynearme.com. The PayNearMe service is operated by PayNearMe MT, Inc., a licensed money transmitter.

SOURCE PayNearMe