Axis Bank — fastag blacklisted

When i get in on any toll plaza my fastag shows blacklisted. I bought my fastag in the beginning of december but not working yet. Toll plaza staff told me that fastag is ok or u have balance also but machine always shows blacklisted when i cross th toll. I'm facing that problem from last 20 days. What is my fault or why i'm suffering i can't understand. My fastag has rs 498 balance also. What to do. Help me plz.
On calling to axis fastag customer care call centre they asked me to submit the kyc for the fastag account. I did that 10 days back in the axis branch at frazer town but even the people at branch do not know how to rectify the issue, they have no guidance to address such issues. My vehicle last 6 digit is nd3409