The starting point
Start with the FASTag issuer’s transaction statement. Identify the debit you are questioning, compare it with the journey and check for a related credit or adjustment. Keep separate entries separate until their references and circumstances can be compared. ChallanSakshi helps organise the facts for an issuer query; the issuer and relevant operator investigate the transaction.
01 / Get organised
Keep these details together.
- Issuer name and relevant statement entries
- Both transaction references for a suspected duplicate
- Plaza, recorded time, amount and vehicle details
- Related credits or adjustments, with uncertain links marked
- Cash receipt and journey records, when relevant
02 / Take the next step
Work through it, one step at a time.
Get the statement behind the alert
Open your issuer’s official app or portal independently and keep the relevant statement entries. Record the transaction reference, amount, plaza and transaction time as shown. Keep the SMS as supporting material. If only the message arrival time is known, label it that way instead of assuming it is the journey time.
Compare the possible duplicate
For two debits, compare both references, dates, times, plazas and vehicle details with the trips you can account for. Equal amounts alone are not enough. If you paid cash as well, retain the cash receipt and compare its place and time. Mark missing information as unknown rather than filling the gaps from memory.
Look for adjustments and explain the question
Review relevant credits, reversals and adjustments alongside the debits. Note which entry appears connected and which connection remains uncertain. Summarise the transaction you question, the evidence you have and what you want checked. For an amount or vehicle-class question, ask the issuer to clarify the recorded basis instead of declaring the charge incorrect.
Contact the appropriate support service
Use your issuer’s official support channel; NPCI maintains an issuer helpline directory. IHMCL also describes 1033 support for FASTag and plaza issues on NHAI tolled stretches. Choose the channel that fits the issue and follow its current requirements. Keep the complaint reference and response with your records. A prepared query is not a submitted complaint.
03 / Check the source
Official sources & review notes
Source links and the general preparation guidance were checked on . This review covers public guidance, not a decision on your case. Portal steps, applicable rules and available services can change; confirm your situation with the relevant official service.
- NPCI — FASTag issuer helpline directory (opens in a new tab)
Official issuer-contact directory. Check the current listing rather than relying on a copied phone number.
www.npci.org.in - IHMCL — FASTag user guidance (opens in a new tab)
Background on statements, deduction questions and issuer support. Historical FAQ figures are not used here as current deadlines or refund promises.
ihmcl.co.in - IHMCL — National Highways helpline 1033 (opens in a new tab)
Explains highway and FASTag/plaza assistance on NHAI tolled stretches; it is not a universal bank-account dispute channel.
ihmcl.co.in