TransitLink

FAQ for Account-based EZ-Link Cards

SimplyGo
  1. What is SimplyGo? What are the benefits of SimplyGo

    ‘SimplyGo’ (also known as Account-based ticketing) brings more ease and convenience to commuters by widening the range of e-payment options in transit.

    To enjoy the benefits of SimplyGo, commuters may use any of the following options for fare payment:
    1. Contactless bank card (Mastercard, NETS Tap, Visa) or mobile wallet#, or
    2. [New!] Account-based EZ-Link cards
    From 28 January 2021, commuters will also be able to update their current EZ-Link cards to be onboard SimplyGo. Alternatively, they can purchase a new account-based EZ-Link card from any TransitLink Ticket Office.

    Furthermore, commuters can enjoy added convenience by signing up for a TL SimplyGo account and register their travel cards, to have access to their travel history and transactions via the TransitLink SimplyGo Portal or TL SimplyGo app, anytime, anywhere, regardless of the card they choose to use for transit.

    With an account-based EZ-Link card, commuters will also be able to enjoy online mobile services, such as topping up card value on the EZ-Link app.

    #Apple Pay, Fitbit Pay, Garmin Pay, Google Pay, Samsung Pay and Singtel Dash.
TL SimplyGo Account
  1. How do I register for a TL SimplyGo account?

    You may visit the TransitLink SimplyGo Portal or download the TL SimplyGo app to register for a TL SimplyGo account. You will be required to create a password to login to your account.

    Please login to your account and go to “My Cards” page to add your account-based EZ-Link card.
  2. What if I forget my password for my TL SimplyGo account?

    A password self-reset feature is available in the login page of the TransitLink SimplyGo Portal or TL SimplyGo app for you to reset your password.
  3. What are the benefits of having a TL SimplyGo account?

    Commuters using SimplyGo can register for a TL SimplyGo account and link different travel cards (i.e. account-based EZ-Link cards, Mastercard, NETS Tap and Visa contactless bank cards, concession cards, EZ-Link or NETS FlashPay cards) on the TransitLink SimplyGo Portal and via the TL SimplyGo app.

    With a TL SimplyGo account, commuters can enjoy the convenience of viewing their travel expenditure and history on-the-go. Registered users of account-based EZ-Link cards can also opt to receive push notifications for travel fares, low balance alerts and claim approvals using the TL SimplyGo app on their smartphones. Other services include submitting travel claims and viewing of claim status, as well as making payment for penalty fees.

    Commuters can access their TL SimplyGo account at the TransitLink SimplyGo Portal or via the TL SimplyGo app, which also offers concession card-related services and transit information. More services will be rolled out progressively on the portal based on commuter needs.
  4. How do I view my transaction history?

    You may visit the “My Statements” page in your TL SimplyGo account on the TransitLink SimplyGo Portal or via the TL SimplyGo app to view the travel transactions and fares charged to your registered travel card(s).

    Transaction information includes trip and journey information, transit fares and payment posting history. This information can be downloaded into PDF statements.
Account-based EZ-Link Cards
  1. What is an account-based EZ-Link card? What are the benefits of such EZ-Link cards? What is the difference between the existing EZ-Link cards and such EZ-Link cards?

    An account-based EZ-Link card refers to an EZ-Link card that is compatible with the account-based ticketing system.

    It is printed with the new CEPAS logo on the back of the card.

    New CEPAS logo
    Existing CEPAS logo

    Please note that the new CEPAS logo will only be printed on the new account-based EZ-Link cards. There will be no physical differences if you upgrade your existing EZ-Link card.

    With an account-based EZ-Link card, you can enjoy the following benefits:
    • Keep track of your travel expenditure and history easily through your TL SimplyGo account on the TransitLink SimplyGo Portal or via the TL SimplyGo app.
    • Get notified on travel fares, low balances and claim approvals with push notifications via the TL SimplyGo app.
    • Top up your account-based EZ-Link card on the go with the EZ-Link app.
    • Block your card using the EZ-Link app if you lose your card. Your card will be blocked within 30 minutes from the time of loss report.
  2. How do I get an account-based EZ-Link card or switch my current EZ-Link card to an account-based EZ-Link card? Can I purchase one?

    You may update your current EZ-Link card* or EZ-Link charms at the General Ticketing Machines and Add Value Machines.

    General Ticketing Machines





    Step 1: Place card on reader


    Step 2: Analysing Card



    Step 3: Click Upgrade to SimplyGo



    Step 4: Click Proceed



    Step 5: Updating in progress


    Step 6: Update successful


    Add Value Machines



    Step 1: Place card on reader and select Card Details



    Step 2: Click Upgrade to SimplyGo



    Step 2: Click Proceed



    Step 4: Updating in progress



    Step 5: Update successful


    If you are updating your EZ-Link card in-between a journey, the next trip will be considered a new journey and you will not be able to enjoy distance-based fares. Hence, please ensure that you complete the journey before updating your card to avoid being overcharged.

    You can also purchase an account-based EZ-Link card from any TransitLink Ticket Office from 28 January 2021 onwards. Do ask for an account-based EZ-Link card specifically.

    *Contactless bank cards that come with EZ-Link functionality cannot be switched to account-based at the moment.
  3. What should I do if the updating process fails? Can I still use the current EZ-Link card for travelling?

    If you are unable to update your EZ-Link card at the General Ticketing Machines or Add Value Machines, please approach any TransitLink Ticket Office or Passenger Service Centre for assistance.

    Please contact EZ-Link Hotline at 6496 8300 from 8am to 6pm daily, except on public holidays, if you require further assistance.
  4. Can I change the account-based EZ-Link card back to a normal EZ-Link card if I no longer want to use the new functions?

    The process cannot be reversed.
  5. Will the update affect the remaining stored value in my EZ-Link card?

    The existing balance in your card will not be affected by the update. It will be transferred over in entirety to the account-based EZ-Link card.
  6. How do I check if my card is an account-based EZ-Link card?

    You can check if your card is an account-based EZ-Link card via the following channels:

    TransitLink SimplyGo Portal
    TL SimplyGo app
    EZ-Link mobile app



    General Ticketing Machine (GTM) /
    Top-Up Machine (TUM)
    Add Value Machine (AVM)
Card Usage
  1. How do I use my account-based EZ-Link card for travel?

    To travel on public transport, simply take out your account-based EZ-Link card and tap on the MRT/LRT fare gantry, or bus fare readers when boarding and alighting*. Please use the same card for entry and exit.

    The fare reader will display “Account Usage” when your card has been successfully transacted, as shown below.

    Bus Fare Reader
    MRT / LRT Fare Gates
    *If the card reader at the point of boarding or alighting emits a green light when you tap your card on it, this means that your card’s entry/exit has been recorded. If the card reader at the point of boarding or alighting emits a red light when you tap your card on it, this means your card has been rejected.
  2. Can I tap my wallet or bag at the card reader?

    Please take out the card you intend to use from your bag or wallet so that you tap only one contactless card (e.g. account-based EZ-Link card, Mastercard, NETS Tap, Visa, EZ-Link, NETS FlashPay or concession card) when using the transit system. This is similar to retail purchases, where you would present one card for payment.

    If several contactless cards are detected, more than one card may be charged.

    Ensure that you always tap in and out using the same card. This prevents the system from considering the entry and exit as two separate transactions.
  3. Why do I see the message “Card Failed” on the fare gates at MRT stations and “Invalid Card” on the card readers on buses?

    a. You may be tapping with more than one payment card.

    If you are tapping a wallet containing multiple cards (e.g. contactless bank card (Mastercard, NETS Tap or Visa), EZ-Link or NETS FlashPay cards), the fare reader may not be able to correctly identify the card you wish to travel with. An incorrect transaction may occur or you may see the following error message.

    Bus Fare Reader
    MRT / LRT Fare Gates


    Please take out the card you intend to use from your wallet or bag so that you tap only one card at the fare device to enter and exit. Do remember to always tap in and out with the same card.

    b. Your card may have insufficient value.

    You will not be able to continue using your account-based EZ-Link card for travelling if you have insufficient card balance. You will encounter the following messages on the fare devices (as shown in the pictures below).

    Bus Fare Reader
    MRT / LRT Fare Gates


    Please top up your card in order to continue your journey.

    c. Your card may be damaged.

    For repeated declined transactions, please use another travel card to continue your journey.

    You may wish to contact EZ-Link Hotline at 6496 8300 if you encounter difficulties using an account-based EZ-Link card.
  4. What is the minimum travel value needed in my account-based EZ-Link card to travel?

    A minimum travel value of $3 is necessary to ensure that there is sufficient card balance, even for the longest journey. This is similar to the current EZ-Link card.

    You will not be able to continue using your account-based EZ-Link card for travel if you have insufficient card balance. Please top up your card before your trip or you may have to wait up to 10 minutes after top-up to continue your journey.
  5. Will I be alerted if the available balance in my account-based EZ-Link card falls below the minimum travel value of $3?

    If you have opted to receive push notifications via the TL SimplyGo app, you will be alerted when the available balance in your account-based EZ-Link card falls below $4.

    We encourage users to adopt a good habit of maintaining sufficient card balance for a smooth travelling experience. Alternatively, please sign up for the Auto Top-Up service so that your card will be topped up automatically when there is insufficient value for your next ride.
  6. Where can I top up my account-based EZ-Link card?

    You can top up your account-based EZ-Link card through the following channels:

    • EZ-Link app
    • General Ticketing Machines (GTMs)
    • Top-Up Machines (TUMs)
    • Assisted Service Kiosks (ASKs)
    • Top-Up Kiosks (TUKs)
    • Add Value Machines (AVMs)
    • TransitLink Kiosks (TL Kiosks)
    • TransitLink Ticket Offices
    Your new card balance may take up to 10 minutes to be updated to the system.
  7. What should I do if my account-based EZ-Link card is damaged? Can I refund the remaining value?

    Please visit any TransitLink Ticket Office for a refund of the remaining value in your damaged card.

    As the damaged card will be retained by the Ticket Office to process your refund, please use another card (Mastercard, NETS Tap or Visa contactless bank card or another EZ-Link /NETS FlashPay card) to continue your travel.

    You may wish to contact EZ-Link Hotline at 6496 8300 if you encounter difficulties using an account-based EZ-Link card.
  8. What should I do if I lose my account-based EZ-Link card? How do I block unauthorised usage on my lost account-based EZ-Link card?

    If you lose your account-based EZ-Link card, you can block your card via the EZ-Link App to report loss and prevent misuse, if you have registered your card in the app. To do so, log in to your EZ-Link account in the EZL app and select the card to block by clicking on ‘My Cards’, and then on the ‘Card Blocking’ button. Do note that your card will be blocked within 30 minutes from the time of loss report.

    Alternatively, please call EZ-Link Hotline at 6496 8300 between 8am to 6pm (operates daily except on public holidays) for assistance.

    During non-operating hours, you can leave a voicemail and provide your name, contact number and account-based EZ-Link card CAN ID (which can be found on the back of your card). A representative from EZ-Link will contact you within the next working day.
  9. How do I remove my account-based EZ-Link card from the TransitLink SimplyGo Portal?

    You can remove a card previously registered to your TL SimplyGo account via the “My Cards” page on the TransitLink SimplyGo Portal or TL SimplyGo app. Once the selected card is removed, all the existing and future transaction and travel history of the card cannot be viewed on the portal/app.
  10. Where can I use my account-based EZ-Link card besides transit?

    You will be able to use the card for fare payment on public transport (i.e. MRT/LRT, buses by public transport operators) and retail merchants who are accepting account-based EZ-Link card payments.

    Account-based EZ-Link cards cannot be used to pay for ERP and carpark charges.
Fares and Billing
  1. Can I use my account-based EZ-Link card to make payment for all train and public bus services?

    You can pay for both train and public bus fares (basic, premium and express bus services) with your account-based EZ-Link card.

    Your account-based EZ-Link card can only be used to pay for fares on premium bus services operated by public transport operators (i.e. SMRT, SBS Transit, Tower Transit, Go-Ahead Singapore, etc).

    To identify buses operated by the public transport operators (basic, premium and express bus services), check if they are installed with a standard card reader as shown below.

  2. Are there any changes to the fares when using my account-based EZ-Link card for public transport?

    Commuters who use an account-based EZ-Link card for public transport will continue to enjoy existing card fares. Please refer to www.ptc.gov.sg/regulation/bus-rail/fare-structure for more information on fares.
  3. Will the fare amount be displayed on the fare reader when I tap to exit using my account-based EZ-Link card?

    When using your account-based EZ-Link card for transit payment, the fare reader will display “Account Usage” when you tap to enter and exit. You will be able to view the details of each transaction in your TL SimplyGo account on the TransitLink SimplyGo Portal or TL SimplyGo app. You can choose to turn on push notifications on your mobile devices to receive alerts on fare charges each time you tap out.

    Commuters can also conduct similar checks at the General Ticketing Machines.
  4. Why am I unable to see the fare charged on the fare reader at the point of exit when I am using an account-based EZ-Link card?

    The transactions are not displayed instantaneously on the fare reader as they are carried out in the backend system.

    Your fare and travel history will be available for viewing and tracking through your TL SimplyGo account on the TransitLink SimplyGo Portal and via the TL SimplyGo app.

    Commuters can also conduct similar checks at the General Ticketing Machines.
  5. What should I do if there are any discrepancies in my transactions for my account-based EZ-Link card? How do I submit a travel claim?

    If there are any discrepancies in your travel transactions, you may submit claims for the travel transactions of the account-based EZ-Link cards that are linked to your TL SimplyGo account via the “My Claims” page on the TransitLink SimplyGo Portal or TL SimplyGo app.

    Under the Distance Fares system, trips made within the same journey will be consolidated before the fare is finalised. Hence, your fare will be indicated as ‘Estimated Fare’ (denoted by ) in your travel transaction history before it is finalised. Please file your claim only after the fare has been finalised (denoted by ). Claims must be filed within 14 days after the date of fare transaction. Please note that you can only view up to the last 180 days of your transaction history.

    Commuters who have not signed up for a TL SimplyGo account or linked their cards to their account can do so on the TransitLink SimplyGo Portal or TL SimplyGo app.

  6. I have a posting of Incomplete Transaction/Rail Overstay Charge in my SimplyGo statement. Why is this so?

    For Rail
    A posting of Incomplete Rail Transaction will be reflected in your statement as “Missing Entry” / “Missing Exit”, if the point of entry or exit is not recorded in the SimplyGo system. A flat fare of $2.10 will be charged, regardless of the distance travelled.

    A posting of Rail Overstay Charge will be reflected in your statement as “*”, if you exceed the time limit allowed for exiting a station. In this case, you will be charged an additional fee of $2, on top of the actual fares incurred.

    For Buses
    Similar to train, a posting of incomplete transaction will be reflected in your statement as “Missing Entry” / “Missing Exit”, if the point of entry or exit on your bus journey is not recorded in the SimplyGo system.

    If there is a missing entry, the ride will be charged from the first stop of bus route to the point of exit.

    If there is a missing exit, the ride will be charged from the point of entry to the end of bus route.
Commuter Assistance
  1. Who can assist me if I encounter problems using my account-based EZ-Link card at the point of boarding or alighting?

    Commuters who face issues at the point of boarding or alighting may approach the officers at the Passenger Service Centre or Bus Captains for assistance.

    If you experience repeated declined transactions, please use another travel card or contactless bank card to continue your journey.

    You may wish to contact the EZ-Link Hotline at 6496 8300 if you encounter any difficulties using an account-based EZ-Link card.
  2. Where can I find more information on the Account-based EZ-Link cards?

    For enquiries on the Account-based EZ-Link cards, please contact EZ-Link Hotline at 6496 8300 or visit EZ-Link website.