1. How do I differentiate between the old ez-link card and the new CEPAS ez-link card?
A: The old ez-link card is a non-CEPAS card and has a 9 digit card number which can be found at the back of the card. The new Contactless e-Payment Application (“CEPAS”) ez-link card which was issued from December 2008 has a 16 digit card number (or “CAN”) engraved on the back of the card. The CEPAS ez-link card also has a CEPAS logo and Public Transport logo at the back of the ez-link card. Please approach any TransitLink Ticket Office for assistance if you are unsure.
Old ez-link card
New CEPAS ez-link card
2. Where can I refund my old ez-link card?
A: From 5 January 2012 onwards, please proceed to any SingPost branch to have your card refunded. Visit www.singpost.com.sg for list of branch locations and operating hours. A monthly admin fee of $1 will be charged from 5 January 2012 and thereafter on the first day of each subsequent month, so long as your old ez-link card remains un-refunded.
3. How do I receive the refund monies? Will I receive cash or cheque?
A: From 5 January 2012, when you refund your card at SingPost offices, the refund can be in cash or immediately transferred to your CEPAS ez-link card. If your old ez-link card is unreadable, you will receive your refund (if any) after our investigations are completed. In such cases, you can choose to receive your refund via a transfer to your CEPAS ez-link card or transfer to a DBS/POSB bank account.
4. Why is cheque payment for deferred refund not available at SingPost?
A: EZ-Link has enhanced the deferred refund method to enable a more efficient refund process; hence cheque payment for deferred refund is not available at SingPost.
5. Is there a limit to the number of old ez-link cards that I can refund?
6. Why can’t I refund my old ez-link card at TransitLink Ticket Office after 24 December 2011?
A: During the period from 9 January 2009 to 7 October 2009, the old ez-link cards were progressively replaced by the new CEPAS cards. The new CEPAS cards were required for the next generation e-payment system for public transport, Symphony for e-Payment (“SeP”) which was launched by the Land Transport Authority in December 2008. SeP is based on the Singapore Standard for Contactless ePurse Application (CEPAS) and allows more card issuers to issue CEPAS-compliant cards for use in Singapore's public transit system, thus giving commuters more choice. Since 1st October 2009, all old ez-link cards were discontinued for use. As the old equipment used for the old ez-link cards at the Ticket Offices were obsolete, these are now being replaced by readers which support only CEPAS cards and not the old ez-link cards. As such, refunds of the old ez-link cards can no longer be done at Ticket Offices after 24 December 2011.
7. Why are refunds only available at SingPost Offices from 5 January 2012?
A: EZ-Link had engaged SingPost to provide the replacement and refund of the old ez-link cards during the mass card replacement exercise. As SingPost post offices are already outfitted with readers that can support both the old ez-link card and the new CEPAS ez-link card, the refund of old ez-link cards from 5 January 2012 is an extension of card services that SingPost is already providing to our customers.
8. Can I refund my old ez-link concession card?
9. What are the types of old concession card eligible for refund?
A: To check if your card is eligible for refund, please proceed to any SingPost post office (from 5 January 2012 onwards) to have your card checked.
10. What will happen if I don’t wish to refund my old ez-link card?
A: You may choose to keep the card with the remaining value and/or deposit in it. However, do note that from 5 January 2012, there will be a monthly admin fee of $1 to maintain the old ez-link card account. The admin fee will be automatically deducted from the remaining stored value and/or deposit of the old ez-link card until you present it for refund or when the remaining values are depleted, whichever occurs first.
11. Why is there a time period between the last day of refund at Ticket Office (24 December 2011) and the first day of refund at SingPost (5 January 2012)?
A: EZ-Link requires this period of time to prepare the system for refund at SingPost Offices, and to ensure a proper transition of services and maintain the integrity of the stored value accounts within the system.
12. How long will the refund service be made available at SingPost post offices from 5 January 2012 onwards?
A: The refund service for old ez-link cards at SingPost post offices will continue until further notice. However EZ-Link encourages the public to refund their old ez-link card as soon as possible to avoid incurring the admin fee.
If there is any change to the refund service provided at SingPost post office, we will inform the public accordingly. Any announcements will be made online at www.ezlink.com.sg. Alternatively, please call the EZ-Link Customer Service Hotline @ 6496 8300 (8 am to 6 pm, Mondays to Sundays except public holidays).
13. How will the admin fee be deducted?
A: The $1 admin fee will be deducted directly from the remaining value and/or deposit of your ez-link card every month from 5 January 2012 and the first day of each subsequent month, so long as the card remains un-refunded. You will be refunded the remaining value on your ez-link card, if any, after deducting any admin fee incurred.
14. What happens if I have insufficient funds in my old ez-link card for the $1 admin fee?
A: The $1 admin fee will be deducted from any remaining stored value and/or deposit in your ez-link card account. Once the remaining stored value and deposit is depleted, the ez-link card account will be closed as there will not be any available balance for refund.
15. Why is there a $1 per month admin fee for not refunding my old ez-link card when this was not charged previously and it was previously free with the old magnetic cards that were issued by TransitLink?
The old ez-link cards were discontinued for use since 30 September 2009. EZ-Link however has continued to maintain the old ez-link card system to support refunds for these cards since 30 September 2009 although the cards are obsolete. There are costs incurred to maintain the old system and equipment to support refund of the old ez-link card. EZ-Link will waive these fees for 6 months to allow cardholders to obtain a refund at TransitLink Ticket Offices at no cost, and will commence charging the $1 monthly admin fee only from 5 January 2012 onwards.
16. Why must I pay a $1 monthly admin fee? How is this fee justified and what is it for?
A: This fee is to enable EZ-Link to recover its costs for providing the infrastructure to support the refund services for the old ez-link card. Under EZ-Link’s Terms & Conditions, EZ-Link is entitled to impose an admin fee for refunds.
17. Why can’t the old ez-link cards be used anymore?
A: With the new CEPAS System launched in 2009, only CEPAS cards can be used in the transport system from 1st October 2009 onwards, and therefore the old ez-link cards cannot be used anymore.
18. What will the refund of my old ez-link card entail?
A: The refunds will consist of the remaining stored values and/or deposit* in your old ez-link card.
*For adult anonymous cards, the deposit component (if any) consists of the $3 refundable travel deposit and the $2 card deposit (only applicable for certain ez-link cards).
19. Can I exchange my old ez-link card for a CEPAS-compliant ez-link card?
A: The free one-for-one replacement (of an old ez-link card to a new CEPAS card) was conducted during the mass card replacement exercise by LTA during the period of 9 months from 9 January 2009 to 7 October 2009. The replacement exercise has since ended and the old ez-link cards can no longer be exchanged for a free CEPAS ez-link card. You may however choose to purchase a new CEPAS ez-link card if you need one.
20. Can I check the remaining value in the old ez-link card from General Ticketing Machine (GTM)?
A: No. Please bring your old ez-link card to any SingPost post office (from 5 January 2012 onwards) to have your card checked.
21. My old ez-link card is damaged/expired/corrupted. Can I still refund the remaining values in the card?
A: Please bring your old ez-link card to any SingPost post office (from 5 January 2012 onwards) to have your card checked.
22. What if my old ez-link card is defaced or cut into half?
A: Please bring your card to any SingPost post office (from 5 January 2012 onwards) to check on the condition of your card for refund.
23. Can I still retain the old ez-link card as a souvenir after refund?
A: Yes, if your ez-link card is refunded successfully at SingPost, it will be returned to you. However, if a refund cannot be made on the spot, SingPost will need to retain your card for routing to EZ-Link for investigations to facilitate your refund request.
24. Can I have my old ez-link card back after the investigation is completed for deferred refund?
A: You can indicate the request on the deferred refund form to retain the card after the investigation. Once the refund process is completed, EZ-Link will inform you to collect the old ez-link card at their main office.
25. How long will the investigation take before I can receive my refund?
A: The refund process will take about 21 working days.
26. Can I refund my old co-brand ez-link cards in the same way?
However, for cardholders who are still holding on to the old Citibank SMRT Platinum VISA card are to proceed to any SMRT Passenger Service Centre for assistance instead.
27. What is the list of old co-brand ez-link cards?
- UOB NOW card
- OCBC NTUC Plus Card
- Citibank SMRT Platinum VISA card
Please confirm that your card is an old ez-link card by ensuring that it has only 9 digits and it is without a CEPAS logo.
28. I have surrendered my old Citibank SMRT Platinum VISA co-brand ez-link card to SMRT Passenger Service Centre but have not received the refund. What should I do?
A: Please call EZ-Link Customer Service Hotline @ 64968300 (8 am to 6 pm, Mondays to Sundays except public holidays) or send an email to email@example.com to check on the refund status.
29. What will happen to the monies on the old ez-link cards if these are not refunded?
A: The monthly admin fee of $1 will apply and this will be deducted from the card’s remaining stored value and/or deposit. The admin fee is used to recover EZL’s cost for providing the infrastructure to support the refund services for the old ez-link card.