AutoExpreso restores digital services after access issues on first day of toll fines
The operator resolved technical problems by 9:30 a.m. and reported higher-than-usual call and in-person volumes as toll violation fines resumed on Oct. 19.
File photoThe short version
- Metro Puerto Rico reported that AutoExpreso restored its digital portal and mobile app at 9:30 a.m. after users faced access difficulties
- El Nuevo Día reported that an initial theory of high simultaneous connections was ruled out after technical evaluation identified another cause
- Primera Hora reported wait times of 12-14 minutes on calls and 17 minutes at the Metro Office Park center with extended hours to 8 p.m.
- All three outlets reported that toll plazas offering reload services will operate until 10 p.m. this week
Technical issues resolved
AutoExpreso restored access to its digital portal and mobile application at 9:30 a.m. on Monday after users reported difficulties logging into their accounts, Metro Puerto Rico reported. The company said it initially considered that the problems could be related to elevated simultaneous connections due to the restart of toll violation fines announced by the Autoridad de Carreteras y Transportación for Oct. 19. A technical evaluation identified the cause, which was addressed with the digital services provider, according to the operator.
El Nuevo Día reported that the problems were not caused by the volume of users. The company had already increased platform capacity in preparation for the resumption of fines and made an additional expansion on Monday morning. Both the portal and app are now operating normally, the operator stated. Users attempting to log in early Monday saw the message “Se ha producido un inconveniente. Por favor, inténtelo de nuevo más tarde.”
The secretary of the Departamento de Transportación y Obras Públicas and executive director of the ACT, Edwin González Montalvo, had stated in writing that fines would resume on Monday as part of the certified Fiscal Plan. He said the goal was an orderly transition with users having the necessary information and tools. The associate secretary of the department, Marco García, told WAPA-TV that a high number of transactions was normal on the first day.
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What the sources posted
Posts and statements below are the sources' own words, quoted as published. They are not independently verified.
Lamentamos los inconvenientes ocasionados a los usuarios que intentaron acceder a sus cuentas durante las primeras horas de la mañana y agradecemos su comprensión
Our translation: We regret the inconvenience caused to users who tried to access their accounts during the early morning hours and thank them for their understanding
The source's own statement, as quoted by Metro Puerto Rico. Not verified by PuertoRico.com.
Customer service response
AutoExpreso reported a higher than usual volume of calls and in-person visits after the digital services were restored, Primera Hora reported. Approximate wait times were 12 to 14 minutes at the call center and 17 minutes at the main attention center in Metro Office Park. To manage demand, the call center will extend hours until 8:00 p.m. this week.
The operator is offering water and freshly baked cookies as a courtesy to users waiting at the Metro Office Park center, Primera Hora added. All toll plazas that provide reload services will operate on extended hours until 10:00 p.m. during the week. AutoExpreso asked users to monitor its official Facebook and Instagram accounts under @autoexpresopuertorico for further updates.
Where the sources differ
All three sources agree that digital services were restored at 9:30 a.m. on Monday, Oct. 19, that the company had increased platform capacity beforehand and made an additional expansion that morning, that call and in-person volumes were higher than usual with specific wait times reported, and that service hours were being extended. Metro Puerto Rico and Primera Hora described the initial theory that problems could be related to high simultaneous connections; El Nuevo Día reported that a technical evaluation ruled out volume as the cause and identified another origin that was not detailed. El Nuevo Día included statements from officials Edwin González Montalvo and Marco García; the other two sources focused on the company’s written statements. Primera Hora alone mentioned water and cookies being offered.
What the reports do not say
The sources do not specify the exact technical cause identified after evaluation. They do not state how many users were affected, the total number of additional calls or visits received, or whether any fines were issued to drivers unable to access accounts before 9:30 a.m. No information is given on the volume of fines expected in the first week or on any further technical changes planned beyond the capacity expansions already completed.
Sources
Every link below was opened and checked when this story was published. Official means a government body, agency or the organization itself; Reporting means a news outlet.
- Official AutoExpreso restablece servicio digital tras fallas en primer día de multas por peajes
- Reporting AutoExpreso restablece servicio digital tras fallas en primer día de multas por peajes
- Reporting AutoExpreso restablece sus servicios digitales tras problemas de acceso
- Reporting AutoExpreso restablece el acceso a sus plataformas: ¿qué causó los problemas?
How we checked this
Metro Puerto Rico, Primera Hora and El Nuevo Día all reported the restoration of services, capacity measures and extended hours based on AutoExpreso’s written statements. The identification of a non-volume cause and comments from officials Edwin González Montalvo and Marco García rest solely on El Nuevo Día. The offer of water and cookies to waiting customers rests solely on Primera Hora.
Compiled by the PuertoRico.com News Desk from the reports and statements listed above, and checked against them before publishing. It does not include original interviews. Spot an error? Email support@puertorico.com with a link to this story.