1. About the EZ-Link App

1.1 What is the EZ-Link App about?

The EZ-Link App is a free mobile application developed to enhance your overall experience with our full suite of EZ-Link products and services. This app supports the use of your EZ-Link such as ez-link cards, EZ-Charms and EZ-Link NFC SIM.

Here are some of the main functions available:

  • EZ-Link checking of balance and viewing of transaction history
  • Registration of EZ-Link
  • EZ-Link Rewards – earning and redemption of points
  • EZ-Pay registration and activation
  • EZ-Link Top-up ( For Android handsets with NFC function only)
  • Instant Card Blocking

1.2 Where can I download the EZ-Link App?

You can download the EZ-Link App from the Apple App Store and Google Play store.

1.3 What are the phones that are compatible with the EZ-Link App?

The EZ-Link App is supported on phones that operate on either iOS or Android platforms. To enjoy the full suite of EZ-Link App features including on-demand top-up, please ensure that your handset has the approved Android versions installed. Click here for the list of certified and tested NFC mobile phones. To deliver optimal experience for users, EZ-Link has conducted extensive testing on approved models and firmware.

1.4 My mobile device is not on the list of certified NFC handsets but the EZ-Link App still managed to check and read my EZ-Link. Why is that so?

You may still be able to read your EZ-Link on non-approved handset models and/or other firmware versions. However, you may at times experience intermittent performance issues. We are working with various handset manufacturers on firmware upgrade to resolve this.

1.5 How is the EZ-Link App different from the other card reading applications available on Google Play Store?

The EZ-Link App is the official mobile application developed by EZ-Link Pte Ltd and is the only mobile application that provides top-up of your EZ-Link via an NFC-enabled mobile phone.

2. Using the EZ-Link App

2.1 How do I begin using the EZ-Link App?

For new users, you will need to perform a one-time registration for a new EZ-Link account.

Upon successful registration, please add your EZ-Link to your account by either tapping your EZ-Link at the NFC antenna of your phone (If you are using an NFC-enabled phone, please ensure that the NFC function is switched on under your phone settings) or keying in the 16-digit CAN ID found on the back of your EZ-Link.

 

 

 

 

 

 

 

 

After you have successfully added your EZ-Link to your account, you will be able to check your card balance, view your EZ-Link transaction history and earn rewards. Please note that the top-up function is only available for NFC enabled phones.

More details on the EZ-Link Rewards can be found here.

2.2 Why do I need to provide my NRIC/FIN during the EZ-Link account registration on the app?

Your NRIC/FIN number is required by EZ-Link as a form of verification to ensure that the remaining value in your EZ-Link is refunded back to you in the event that your EZ-Link is blocked. The instant Card Blocking service is a feature of the app.

2.3 Do I need to be connected via WiFi or data network when using the EZ-Link App?

The EZ-Link App will require an internet connection for functions such as the checking of EZ-Link transaction history, performing top-up transactions for your EZ-Link, and redeeming EZ-Link Rewards points for rewards on the catalogue. Should there be no internet connection, these functions will not be available.

2.4 I am using an NFC-enabled mobile phone that is compatible with the EZ-Link App. Why is there no response when I place my EZ-Link behind my phone?

This could be due to various reasons, including:

a) Presence of other contactless smartcards near the phone
The presence of other contactless smartcards nearby could have sent mixed signals to your phone and disrupted the reading of card information. All other contactless smartcards nearby should be removed to ensure proper detection.
b) Your EZ-Link not placed near the NFC antenna of the mobile phone
The position of the NFC antenna differs across various mobile phones. You may refer to your handset manual or your handset manufacturer to find out the exact location of the NFC antenna for your mobile phone.
c) Tapping of CEPAS Cards or Charms that are not issued by EZ-Link
The EZ-Link App is designed to work with CEPAS cards and EZ-Charms issued by EZ-Link, easily identifiable by the EZ-Link logo on the reverse side of the card or EZ-Charm.
d) EZ-Link not tapped and held properly
The NFC reader might not be able to capture the EZ-Link card/EZ-Charm information properly on the first tap due to movement. If this happens, remove your EZ-Link and try tapping again after a few seconds. Please remember to tap and hold your EZ-Link steadily throughout the transaction to minimise reading errors.
e) Performance of NFC antenna
The speed at which your EZ-Link is being read depends on the type of NFC antenna and transmission performance of the mobile phone. This means that you may need to hold your EZ-Link longer or tap again if you do not receive any response on your first try. Certain mobile phone casings may also affect the performance of the NFC antenna. You are recommended to remove your phone casing for optimal performance.

2.5 I am using a NFC SIM card. How do I access my NFC ez-link purse using the EZ-Link App?

NFC SIM card users can use the EZ-Link App to access the NFC EZ-Link purse by inserting the NFC SIM card into the phone and adding the NFC SIM card into the My EZ-Link page. The NFC SIM card should be automatically detected by the app.

   

2.6 What will happen if I delete and reinstall the EZ-Link App on my phone?

All your account information are saved and stored in our Cloud servers. When you reinstall the application on your phone and log in with the same login credentials, you would be able to retrieve all your account information.

2.7 Can I use the EZ-Link App on a non-NFC enabled phone?

Yes. The EZ-Link App works on both NFC-enabled and non-NFC enabled phones. However, the EZ-Link App requires the NFC functionality on a compatible mobile phones to support some of the app functions, such as topping up of your EZ-Link.

2.8 Why do I get an error saying that I have added an invalid EZ-Link?

The EZ-Link app only supports CEPAS cards, EZ-Charms and NFC SIM cards issued by EZ-Link. CEPAS cards and EZ-Charms issued by EZ-Link have a 16-digit CAN ID that begins with 100. Unfortunately, we are unable to support CEPAS cards issued by other providers such as NETS FlashPay. Similarly, we are unable to support Concession cards, as they are currently managed by LTA.

3. Managing My EZ-Link Account

3.1 Can I edit the email address of my account?

Yes, you can update your email address under the Profile page within the app.

3.2 I recently changed my mobile phone number. Can I update my new number in the EZ-Link App?

Yes, you can update your mobile number under the Profile page within the app. You would be required to verify the update with a One-Time Pin (OTP).

3.3 I recently changed my address. Can I update my new address in the EZ-Link App?

Yes, you can update your latest address under the Profile page within the app. Please make sure that you always update your latest address as some of the services offered by EZ-Link on the EZ-Link App require a valid address.

4. 1. Managing your EZ-Link from the EZ-Link App

4.1 How many EZ-Link can I add for each EZ-Link account?

A maximum of 7 EZ-Link can be added to each EZ-Link account.

4.2 Can I add Concession Cards or other CEPAS-compliant cards to my EZ-Link account?

No, you cannot add concession cards issued by LTA, including those for students, senior citizens, NSmen and others; and other CEPAS card(s) not issued by EZ-Link to your account. With the app, you can only add and manage cards and EZ-Charms issued by EZ-Link which CAN IDs starts with 100.

4.3 How do I remove an EZ-Link from my EZ-Link account?

In the “My EZ-Link” tab, select the EZ-Link you would like to remove and tap on the “Remove” option from the drop-down list on the top right-hand corner of the page.

4.4 Why is my latest transaction not reflected in the EZ-Link App?

There might be a slight delay on some of the transactions due to the nature of the merchants and the transactions.

4.5 Can I rename my EZ-Link?

Yes. You can rename your EZ-Link to help you better identify the different EZ-Links in the details page of the selected EZ-Link

5. Managing your Credit/Debit Cards from the EZ-Link App

5.1 Why do I need to add my Credit/Debit card(s) to my EZ-Link account?

Your EZ-Link account stores your bank card details so that you do not have to re-enter these details every time you need to perform a top-up or sign up for one of EZ-Link’s services that require bank card information.

5.2 Which bank card can be added to my EZ-Link account?

Only locally-issued Mastercard and Visa Cards can be added to your EZ-Link account. Please note that Visa Electron cards are not accepted

5.3 Is it safe to use my credit/debit card in the App?

The EZ-Link App implements security practices and policies adopted by the payment card industry to ensure prevention of theft of credit/debit card information.

5.4 Can I remove my bank card from my EZ-Link account?

Yes. You can remove your bank card from your EZ-Link account by going into the respective bank card information page. However, please note that the removal of a bank card will not affect any of the EZ-Link products or services, i.e. EZ-Reload, that you have signed up with your bank card.

5.5 How many EZ-Link accounts can I link each of my bank card to?

Each bank card can only be added to one EZ-Link account. This prevents misuse of your bank card in the event of losing your bank card or unauthorised usage in their EZ-Link account.

5.6 Can I add more than one bank card to my EZ-Link account?

Yes. You can add multiple bank cards to your EZ-Link account.

5.7 My bank card in my EZ-Link account has expired. What should I do?

You can choose to update the expiry date of your new bank card. Alternatively, you can choose to remove the expired card and replace it with another. Please note that it is your responsibility to keep your bank card details updated.

5.8 What is a Primary Card?

A primary card is the default bank card that will be used for topping up your EZ-Link or applying for EZ-Link services require the use of a bank card for payment.  The first bank card added to your account will act as the primary card. You can nominate an alternative primary card after adding more bank cards to your EZ-Link account.

5.16 What should I do if my top-up transactions failed but my funds got deducted from my credit/debit card?

Please re-launch the EZ-Link App and go to the My EZ-Link page. If there are no funds loaded in your card and there is no incomplete top-up but your credit card is deducted, you may contact our customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily, except public holidays) or email us at customerservice@ezlink.com.sg. You will need to provide your ez-link card number, the first four and last four digits of your credit card (for e.g. 5569-xxxx-xxxx-1234), the top-up amount in question, the approximate transaction time and date and your contact details like email and telephone number.

6. Topping up your EZ-Link using the EZ-Link App

6.1 How much can I top up onto my EZ-Link each time?

You can select from pre-set top-up amounts of $10, $20, $50 or $100. A maximum top-up amount is limited to S$100 for each transaction.

6.2 How much do I have to pay for the top-up service?

A flat convenience fee of $0.30 is applicable for every successful top-up transaction (regardless of top-up amounts). However, EZ-Link is waiving this convenience fee in the interim.

6.3 Why do I have to pay convenience fee to use the top-up service?

Convenience fees are charged in order to offset processing and third-party costs incurred by EZ-Link to provide the top-up service.

6.4 What are the types of EZ-Link that can be topped up using the EZ-Link App?

You can top up your ez-link cards, EZ-Charms, EZ-Link Wearables and EZ-Link NFC SIM cards that are issued by EZ-Link, which include those sold over the counters; cards that are enabled with EZ-Reload (by Card or GIRO); co-brand bank cards and membership cards with EZ-Link purses embedded in them.

The EZ-Link co-brand bank and membership cards which can be topped up are:

  • Citibank SMRT Platinum Visa Card
  • DBS Live Fresh Visa payWave Card
  • EZ-Link FEVO Prepaid Mastercard
  • M1 Prepaid MasterCard
  • POSB Everyday Card
  • PAssion Card by People’s Association
  • Standard Chartered Unlimited World Mastercard

Standard Tickets, Park & Ride Tickets, NETS FlashPay and Concession Cards are not issued by EZ-Link and hence cannot be topped up via the EZ-Link App.

6.5 Is there a limit to the number of top-ups I can perform per day using the EZ-Link App?

There is no limit to the daily number of EZ-Link top-ups you can perform via the app. However, for security reasons, you will only be able to make a maximum of five top-ups using the same credit or debit card each day.

6.6 Can I perform a top-up transaction using the EZ-Link App during a bus journey?

No, you should not top up your EZ-Link via the EZ-Link app during a bus trip.

As part of the Distance Fares scheme implemented by LTA, commuters are charged the full bus fare upon tapping their EZ-Link when boarding and refunded the fare from remaining unconsumed journey upon tapping out when alighting. The amount to be refunded is computed based on the last transaction performed on your EZ-Link. Should you perform a top-up while completing your current bus ride, you will be charged the maximum fare even upon alighting from the bus.

Users are recommended to only perform top-ups on the EZ-Link App before or after their bus journeys. EZ-Link will not provide any refunds or claims on bus fares for failure to adhere to the above conditions.

Please note that MRT entry and exit terminals are not affected by the above limitations, meaning that users are able to perform top-up transactions using the EZ-Link App during their MRT journeys.

6.7 Can I apply for EZ-Reload auto top-up function using the EZ-Link App?

Application for EZ-Reload service is currently unavailable on the EZ-Link App. However, we will be enhancing the app to support the application for EZ-Reload in the near future.

6.8 When will the funds be debited from my credit/debit card account?

Once you have reached the “Top up successful” page during the top-up process, it would mean that the transaction has been approved and funds have been successfully debited from your account.

6.9 Can I cancel my top-up transaction?

Once you have authorised the top-up transaction, you will not be able to cancel your transaction as the funds would have been deducted from your credit/debit account. Please ensure that the top-up amount is right before authorising the transaction.

6.10 Is there a limit to the amount that I can top up for each EZ-Link?

The maximum amount that can be stored in your EZ-Link is $500. For top-up transactions using the EZ-Link App, the highest top-up amount that can be selected is $100.

6.11 How will I be billed for topping up via the EZ-Link App?

The top-up amount (inclusive of any convenience fee charges) will be reflected in your credit or debit card statement and indicated with ‘EZ-Link App’.

6.12 What should I do if I have already submitted my payment details and I lost data connection halfway while processing my top-up?

You can re-launch the EZ-Link App and check your transaction details for the particular EZ-Link once you are reconnected to the internet. There should not be any deductions made from your credit/debit card account if the top-up was unsuccessful. You may wish to contact the issuing bank of your credit/debit card to confirm.

6.13 My payment for my top-up has been processed but I accidentally exited from the EZ-Link App before I could tap my EZ-Link to complete the top-up process. What should I do now?

You can re-launch the EZ-Link App and go to the My EZ-Link page. If there is an incomplete top-up, it will be indicated accordingly. You can continue the top-up process by clicking the top-up button and you would be redirected to the final step of the top-up process.

6.14 What should I do if my top-up transactions failed but my funds got deducted from my credit/debit card?

Please re-launch the EZ-Link App and go to the My EZ-Link page. If there are no funds loaded in your card and there is no incomplete top-up but your credit card is deducted, you may contact our customer service for assistance at 6496-8300 (Operating hours: 0800 – 1800 daily, except public holidays) or email us at customerservice@ezlink.com.sg.

 

Please provide the following details for the investigation:

  • Your EZ-Link CAN number.
  • The first four and last four digits of your credit card (e.g. 5569-xxxx-xxxx-1234).
  • The top-up amount in question.
  • The approximate transaction time and date.
  • Your contact details: email and telephone number.

7. Registering for EZ-Reload via the EZ-Link App

7.1 What is EZ-Reload?

EZ-Reload is an auto top-up service by EZ-Link that ensures that there is always sufficient value in your ez-link cards, EZ-Charms and EZ-Link Wearables for your public transport and retail transactions.

7.2 Can I apply for EZ-Reload using the EZ-Link App?

Yes, application for EZ-Reload service is currently available on the EZ-Link App from version 3.0.3 onwards. You can update the version of your EZ-Link App on the App Store and Google Play Store.

7.3 Which bank cards are accepted?

You can only register for EZ-Reload with locally-issued Mastercard/Visa credit or debit cards. Please note that Visa Electron cards are not accepted.

7.4 How many EZ-Link can I link to my Mastercard/Visa credit or debit card account?

You can link up to seven EZ-Link to each Mastercard/Visa credit or debit card account.

7.5 Can I apply EZ-Reload for my children and parents who are concession cardholders?

The EZ-Reload facility offered by EZ-Link only works for cards, EZ-Charms and NFC SIM cards issued by EZ-Link and not for concession cards as they are issued by LTA and managed by TransitLink. To find out more about the auto top-up services available for concession cards, please go to www.transitlink.com.sg (Go to “Auto Top-up for Concession Cards”).

7.6 What if I want to link up to more than seven EZ-Link using the online application?

You can only link a maximum of seven cards to each Mastercard/Visa credit or debit card account. If you would like to link more than seven cards, you would need to link them to another Mastercard/Visa credit or debit card account.

7.7 My EZ-Link is already on the Auto Credit Card Top-Up facility, can I still apply for the EZ-Reload facility?

The Auto Credit Card Top-Up facility has been renamed to “EZ-Reload”, hence you will not have to apply for EZ-Reload if your EZ-link was on Auto Credit Card Top-up facility.

7.8 I would like to change the EZ-Reload top-up amount. How do I inform EZ-Link? What is the procedure?

To change the auto top-up amount that you have previously applied for your EZ-Reload (either via the EZ-Link app or the EZ-Link website), you need to deactivate the EZ-Reload facility and re-apply. You can deactivate at any TransitLink Ticket Office with your NRIC or Passport and your EZ-Link. Please allow at least seven days for your account to be updated before re-application.
Please note that if you have performed one of the following transactions within the past four days, you will not be able to deactivate EZ-Reload:

  • Activation of the EZ-Reload facility
  • Auto top-up
  • Settlement of outstanding amount

Please wait for another seven days for your account to be updated, before proceeding to deactivate.

7.9 I have not activated the auto top-up function and I want to change the auto top-up amount. What are the procedures?

If EZ-Reload has not been activated for your EZ-Link, please call 6496 8300 for assistance on terminating the existing auto top-up application for your
EZ-Link before re-applying with your desired auto top-up amount.

7.10 My bank has renewed my credit card and issued me a new card. How should I update my bank card details for EZ-Reload?

You can update your bank card details for EZ-Reload via the EZ-Link App. Start by selecting an EZ-Link from your account followed by the EZ-Reload icon. Then tap on the “Change” button and update your payment details accordingly.

7.11 How do I add or change my payment method for EZ-Reload?

To add or change your payment method for EZ-Reload, select an EZ-Link from your account, tap on the EZ-Reload icon and click on the “Change” button. You can either add a new bank card or switch to another existing bank card in your account.

7.12 How do I deactivate EZ-Reload facility?

You can deactivate at any TransitLink Ticket Office with your NRIC or Passport and your EZ-Link. Should you wish to re-apply, kindly wait for seven days for your account to be updated before re-application.

Please note that if you have performed one of the following transactions in the past four days, you will not be able to deactivate EZ-Reload:

  • Activation of the EZ-Reload facility
  • Auto top-up
  • Settlement of outstanding amount

Please wait for another seven days for your account to be updated, before proceeding to deactivate.

7.13 How would I know when my EZ-Link is ready for activation after submitting the application request through the EZ-Link app?

For Android users, you will be prompted to tap your EZ-Link against the NFC antenna of your phone. Upon successful sync-ing, your EZ-Reload would be activated.

For iOS users, upon successful application, you will see a 12-digit ARN code (or collection slip number) on your EZ-Link app. Please use it to activate the facility at any General Ticketing Machine or TransitLink Ticket Office. The collection slip number is unique for each EZ-Link application and will appear on the EZ-Link app whenever you click on the EZ-Reload button, until you have successfully activated EZ-Reload on your EZ-Link.

7.14 When and where does auto top-up occurs on my EZ-Link?

Once you have activated EZ-Reload for your EZ-Link, the auto top-up will occur when the remaining value in your EZ-Link is insufficient for your next payment transaction at any train gate, bus device or retail acceptance terminal.

For example, if you have activated EZ-Reload on your EZ-Link for $30.00, the remaining stored value in your EZ-Link is $2.50 on and the journey costs $2.70:

When you tap your EZ-Link at a train gate, the auto top-up will occur due to the minimum required value of $3.00 for entering a train gate. So the new balance in your EZ-Link that will be displayed when you exit will be $29.80.

When you tap your EZ-Link on a bus reader (e.g. Express Bus service), the auto top-up will occur when you exit based on the calculation that the cost for the total journey is more than the balance value in the card. Hence, the new value displayed on the bus exit reader will be $29.80.

7.15 Are there any charges for this EZ-Reload service?

Yes, there is a $0.25 convenience fee for each and every auto top-up. However, this fee is waived for users who use a Mastercard/Visa cards issued by DBS/POSB or Citibank to register for EZ-Reload.

The convenience fee is levied to cover bank charges for credit card services, used to extend the following benefits to you:

  • Convenience of having consolidated billing via credit card statements
  • Remove any worry about insufficient balance in your bank accounts
  • Various rewards offered by respective issuing banks.

7.16 Can I choose to link EZ-Reload from my bank account?

Yes, if you have a DBS/POSB bank account, you can use it to apply for ‘EZ-Reload by GIRO’ for your EZ-Link at AXS machines located island-wide

7.17 What happens if I lose my EZ-Link with an activated EZ-Reload facility?

Please call the EZ-Link hotline at 6496 8300 to report the loss of your EZ-Link. Should you call after office hours, please leave a voicemail to lodge your loss report. Subject to the terms and conditions of refund of cards on EZ-Reload, the remaining monies left on your EZ-Link will be refunded back to your credit/debit card account.

7.18 What happens if I lose my PAssion EZ-Link with an activated EZ-Reload facility?

Please call the PA Hotline at 62255322 to report the loss of your EZ-Link. Should you call after office hours, please leave a voicemail to lodge your loss report. Subject to the terms and conditions of refund of cards on the EZ-Reload facility, the remaining monies left on your EZ-Link will be refunded back to your credit/debit card account.

8. Registering for EZ-Pay via the EZ-Link App

8.1 What is EZ-Pay?

EZ-Pay is a post-paid card-less payment service provided by EZ-Link for motorists for their Electronic Road Pricing (ERP) and carpark (EPS) charges.

8.2 Which bank cards are accepted?

You can register for EZ-Pay with locally-issued Citibank and DBS Mastercard/Visa credit or debit cards. Please note that DBS American Express cards are not accepted.

8.3 How many vehicles can I register for EZ-Pay?

You can register up to three vehicles for EZ-Pay.

8.4 What if I want to register more than three vehicles for EZ-Pay using the EZ-Link App?

You can only link a maximum of three vehicles to each EZ-Link account. If you own a fleet of vehicles and need to register more than three vehicles for EZ-Pay, please call our hotline 6496 8300 (Mon to Sun, 8 am to 6 pm, excluding public holidays) with the following information:

  • Company Name and UEN registration number
  • Vehicle License Plate Numbers
  • Vehicle IU Numbers

8.5 Can I apply for EZ-Pay if I am not the vehicle owner?

Yes, you can apply for EZ-Pay on behalf of the vehicle owner. You are however required to provide the NRIC/FIN and the vehicle number of the vehicle owner during registration. You will be liable for all charges incurred from the point of successful registration till de-registration.

8.6 How long does it take for my EZ-Pay application to be activated upon registration?

Upon successful registration, you will receive an email within two working days stating the effective start date of your EZ-Pay. Please remember to only remove your stored value card from your vehicle IU after the effective start date of EZ-Pay.

8.7 How long does it take for my EZ-Pay termination to be in effect upon submitting the request through the EZ-Link App?

After submitting the termination request through the EZ-Link App, you would need to wait up to four days for your EZ-Pay for the selected vehicle number to be terminated. Once you have submitted your termination request, please insert a stored value card into your vehicle IU so as to avoid incurring fines when you go through ERP as your EZ-Pay may be terminated during this period.

8.8 Why do I still see EZ-Pay charges in my bank statement after termination?

As some of the EZ-Pay transactions incurred before termination might only be posted after termination, you might still see some ERP or carpark charges in your bank statement after termination

8.9 My bank has renewed my credit card number/I have changed my credit card number. How can I update my bank card details for my EZ-Pay service?

Please terminate and re-apply for EZ-Pay through the EZ-Link App with your new credit card.

8.10 How do I deactivate EZ-Pay facility?

You can terminate EZ-Pay via the EZ-Link App.

8.11 Are there any charges for using the EZ-Pay service?

EZ-Pay is absolutely free. There is no subscription fee or service fee for EZ-Pay.

8.12 Where can I find more information about EZ-Pay?

To learn more about EZ-Pay, please visit https://ezpayreg.ezlink.com.sg or through EZ-Pay FAQs.

9. About NFC Technology

9.1 What is NFC?

NFC is the acronym for Near Field Communication, which is a short-range wireless communication technology that enables the exchange of data between devices.

9.2 What are the phone models that are supported by NFC?

Currently, many NFC-enabled mobile phones are available in the market. You can approach your mobile network operator for more details. However, do note that only specific models are compatible with the EZ-Link App. The models can be found here.

10. Card Blocking for your EZ-Link

10.1 What is Card Blocking?

Card Blocking is a free value-added service by EZ-Link for blocking and recovering remaining value in an EZ-Link that has been misplaced. Using the EZ-Link app, you can now instantly submit your request for your EZ-Link to be blocked if you have misplaced it.

10.2 How to be eligible for this Card Blocking feature?

To be eligible for this Card Blocking feature, you will need to add your EZ-link to your account via the EZ-Link app.

10.3 Is there an additional charge if I were to utilise the Card Block feature in the app?

No, it is a free service.

10.4 How do I block my EZ-Link if I have lost it?

To block your EZ-Link, login to your account via the EZ-Link app, select the EZ-Link that you would like to block and tap on the “Block” button.
Alternatively, you can call the EZ-Link Hotline at 65-6496 8300 (From 8AM to 6PM daily – except public holidays). During non-operating hours, please leave us a voice mail with your name, contact number and your 16-digit EZ-Link CAN ID. We will contact you within the next working day.

10.5 How long does it take to block my EZ-Link after I have reported it lost?

Your EZ-Link will be blocked within 48 hours upon submitting your request via the EZ-Link app. As the EZ-Link is a stored value card, we are unable to block it from usage at the point of report. Hence, we are unable to guarantee that any or all remaining value will be recovered successfully.

10.6 When will the remaining funds in my blocked EZ-Link be refunded to me?

Once your EZ-Link has been successfully blocked, the remaining value in your EZ-Link will be refunded to you within a month.

10.7 What is FWD’s insurance coverage?

Offered as part of our Card Blocking service, FWD’s insurance protects you for unauthorised usage in your EZ-Link between the time of request for blocking and actual blocking (which might take up to 48 hours). If there is any unauthorised usage during this period, you can get a refund of up to a maximum amount of $15 per customer per year.

10.8 What does unauthorised usage refer to?

Unauthorised usage refers to usage of stored value in your registered EZ-Link, by an unknown third party, after you’ve blocked your EZ-Link.

10.9 How do I apply for FWD’s insurance coverage and protect my EZ-Link against unauthorised usage?

Simply log in your EZ-Link account and tap on ‘Show me how’ to apply for this free service by FWD.

Alternatively, you can also access this under the Profiles tab in the app, under Partner Programmes.

10.10 What are the eligibility criteria(s) for FWD insurance coverage for EZ-Link?

To be eligible for the Free Insurance Coverage for your EZ-Link by FWD, you must be residing in Singapore and your EZ-Link must be registered for ‘Card Blocking’.

10.11 My EZ-Link is covered under FWD’s lost card coverage insurance. How do I make a claim if I have misplaced it?

To make a claim, simply login to your EZ-Link account and select the EZ-Link to block. Tap on the “Block” icon and select the FWD option. If you are not an EZ-Reload customer, the claim will be automatically filed under your FWD’s lost card coverage insurance.

10.12 How many claims can I make under FWD Insurance for my EZ-Link in a year?

You can make one claim within a year, starting from the lost card coverage activation date, regardless of the number of EZ-Links in your EZ-Link account.

10.13 How long will the entire refund process take if I were to block my EZ-Link from the app?

It will take up to a month.

11. Other related FAQs

11.1 How can I file a claim for an incorrect deduction made on my EZ-Link for public transport rides?

You can file a claim with TransitLink via http://www.transitlink.com.sg or call the TransitLink hotline at 1800 2255 663.

11.2 How can I file a claim for an incorrect deduction made on my EZ-Link for a non-transit transaction?

For enquiries on deductions made on your EZ-Link for non-transit purposes, please contact the merchant from which you made your purchase from further clarification.