EZ-RELOAD VIA GIRO FAQs

Q1: What is EZ-Reload by GIRO?
 
EZ-Reload by GIRO is a new service introduced by EZ-Link Pte Ltd to complement its existing EZ-Reload by Card, which currently accepts auto top-ups via credit and debit card accounts. EZ-Reload by GIRO extends the auto top-up facility to accept funds from a bank account.
   
Q2: How many ez-link cards can I link to my bank account via EZ-Reload by GIRO?
 
You can link up to 7 ez-link cards to your bank account via EZ-Reload by GIRO.
   
Q3: Can I link my ez-link cards to any bank account?
 

You can only link your ez-link cards to a DBS/POSB bank savings or current account.
   
Q4: What are the charges involved?
 
a. A $0.25 convenience fee for each EZ-Reload by GIRO top-up.
b. A $1.50 Application fee per card*.
c. A refundable deposit amount equivalent to the chosen EZ-Reload by Giro top-up amount for each ez-link card .
d. A $2 administrative fee for each unsuccessful deduction from bank account. EZ-Reload by GIRO facility will be terminated when there is an unsuccessful deduction on the ez-link card.

* Application fee is waived if application form reaches EZ-Link before 26 February 2010.
   
Q5: How do I apply for EZ-Reload by GIRO facility?
 
You can download the application form here.

Please note that upon approval of your application, a refundable deposit equivalent to the chosen EZ-Reload by Giro top-up amount for each ez-link card will be deducted from your designated bank account.

Mail the completed form to “EZ-Reload by GIRO, 9 Maxwell Road #03-01 Annexe A MND Complex Singapore 069112” or drop it at any TransitLink Ticket Office.
   
Q6: How long does the manual application take?
 
The manual application will take 21 working days upon receipt by EZ-Link to process. Once it is successful, you will receive an email and a letter which both contain the collection slip no. which you can use to activate the facility.
   
Q7: How do I activate the facility?
 
Please proceed to activate the EZ-Reload by GIRO facility with your ez-link card and email or letter containing your collection slip number and NRIC/ID at any TransitLink Ticket Office.
   
Q8: How do I trigger a EZ-Reload by GIRO top-up?
 
Once the EZ-Reload by GIRO facility has been activated on an ez-link card, auto top-up occurs when the remaining value of the ez-link card is insufficient to pay for your next payment transaction at any train gate, bus payment devices, in the new generation in-vehicle unit (IU) or dual-mode IU for ERP toll payments and at selected merchant outlets which allow EZ-Reload. Please visit http://www.ezlink.com.sg/business/business_list.jsp
   
Q9: How come I am not able to do a EZ-Reload GIRO top-up when I was able to do so previously?
 

EZ-Reload by GIRO facility is suspended upon non-settlement of outstanding top-up amounts from your bank account. You would need to approach a TransitLink Ticket Office to settle the outstanding amount to continue to enjoy the convenience of EZ-Reload by GIRO.

Please note that EZ-Link reserves the right to take use the deposit as settlement of the outstanding amount and terminate the EZ-Reload by GIRO facility if we are unable to secure settlement for the outstanding amount owed to us. In which case, the deposit will not be refunded to you.

If you wish to continue using the service, you are advised to settle any outstanding amount as soon as possible.
   
Q10: Why is EZ-Reload by GIRO facility terminated on my ez-link card?
 
EZ-Reload by GIRO facility will be terminated upon us receiving notice from your bank that your bank account was closed or in the event that EZ-Link is unable to secure settlement for the outstanding amount owed to us after several attempts to get you to settle the amount owed. In which case, your deposit will be used as settlement of the outstanding amount and will not be refunded to you.
   
Q11: How do I check my top up transactions?
 
You can check your last 30 transactions on your ez-link card by presenting your ez-link card at any General Ticketing Machines (GTM) located at MRT /LRT stations.
   
Q12: Why is there an application fee for EZ-Reload, when application was free under the previous scheme managed by TransitLink?
 
The application fee of $1.50 is already at a subsidised rate. Futhermore, EZ-Link will waive this application fee of $1.50 for the 6 months till 26 Feb 2010.
   
Q13: Why is there a convenience fee of $0.25 for each top-up made for EZ-Reload, when this service was free under the previous scheme managed by TransitLink?
 
Cardholders will benefit from the convenience that this service offers. On top of the automatic top-ups within the public transit network, card holders can also top up their cards at selected merchants which offer this service. The $0.25 fee is to cover the processing cost incurred by EZ-Link for the provision of this premium service. The $0.25 convenience fee for GIRO top ups is similar to the $0.25 convenience fee that EZ-Link charges for top-ups via EZ-Reload by Card, which is the auto top-up service using credit or debit cards.
   
Q14: Which banks' accounts are accepted?
 
Currently, only DBS/POSB savings or current accounts are accepted.
   
Q15: How do I deactivate the EZ-Reload by GIRO on my ez-link card?
 
Deactivation can be done at any TransitLink Ticket Office with your NRIC/Passport and your ez-link card(s). Please note that if you have performed one of the following transactions listed below within the past 4 days, you will not be able to deactivate the EZ-Reload facility on the card.

a) Activation of the EZ-Reload facility
b) EZ-Reload by GIRO top-up transaction
c) Settlement of outstanding amount that was owed to EZ-Link for any unpaid auto top-ups.

   
Q16: I would like to change the EZ-Reload amount e.g. $20 to $50. How do I inform EZ-Link? What are the procedures?
 
To change the EZ-Reload amount that you have previously applied for, you need to deactivate the EZ-Reload facility and reapply. Please note that application fee applies when you reapply.

Please wait 10 working days after deactivation of the EZ-Reload by GIRO facility for your account to be updated, before you re-apply for the facility.
Q17: How can I get a refund of my ez-link card?
 
To get refund on your ez-link card, you can return your card at any TransitLink Ticket Office. The remaining amount left on your ez-link card together with your initial deposit of your EZ-Reload amount, subject to the terms and conditions of the refund of cards on the EZ-Reload facility, will be refunded back to your bank account within one month.
   
Q18: I have closed my bank account. How do I inform EZ-Link? What are the procedures?
 
If you have closed your bank account, you will need to deactivate the Auto Credit Card top-up facility immediately. Deactivation can be done at any TransitLink Ticket Office with your NRIC/Passport and your ez-link card(s).

Should you want to reapply, please note that application fee applies.
   
Q19: I have lost my GIRO-enabled ez-link card. What I do?
 
Please call EZ-Link's Hotline at 6496 8300 to make a lost report on your EZ-Reload by GIRO enabled ez-link card. Should you call after office hours, please leave a voicemail and we will contact you on the next working day, your lost report will be lodged according to time of call.

Please note that it takes up to 48 hours to block a lost card from further use.

The remaining amount left on your ez-link card and deposit, subject to the terms and conditions of refund of cards on the EZ-Reload facility, will be refunded back to your bank account.

The cardholder is liable for:
a) The first $10 worth of transactions on public transport payments within the period of 48 hours after the ez-link card has been reported lost
b) All transactions on other all goods and services, including taxi fares within the period of 48 hours after the ez-link card has been reported lost