EZ-Link

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EZ-Reload by Giro FAQs

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Q1: What is EZ-Reload by GIRO?

EZ-Reload by GIRO is an automatic top-up facility that accepts DBS/POSB bank account as a source of funds to top up your ez-link card.

Q2: How do I apply and activate for EZ-Reload by GIRO facility?

Step 1 - Proceed to any AXS station to submit your application.

  • You will need your ez-link card and DBS/POSB ATM card.
  • The application is processed on the spot. The steps can be found here.
  • Upon successful application, you will receive a receipt carrying the Autoload Reference Number (ARN, or also known as Collection Slip Number).

Step 2 - Activate the EZ-Reload by GIRO facility at any GTM.

  • You will need your ez-link card and AXS Receipt containing the ARN number
  • For instructions, please click here.

Q3: What if I do not have a POSB/DBS ATM card?

If you do not have a DBS/POSB ATM card, you may wish to apply for EZ-Reload by Card instead (using any Debit/Credit VISA/MC/AMEX/Diners card) here.

Q4: 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.

Q5: What are the charges involved?

  1. Convenience fee of $0.15 for each EZ-Reload by GIRO top-up.
  2. Application fee of $1.00 per card.
  3. A refundable deposit amount equivalent to the chosen EZ-Reload by Giro top-up amount for each ez-link card.
  4. A $2.00 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.

Q6: When and where does auto top-up occurs on my ez-link card?

Upon activation of the facility, your ez-link card will automatically top up when you have insufficient funds when you tap your card at all bus and train readers and also at participating merchant outlets which allow EZ-Reload transaction.

Example:
Assume that you have activated the EZ-Reload facility on your ez-link card for $30.00, and there is a remaining stored value of $2.50 on your ez-link card and the journey cost $2.70:

  • When you tap your ez-link card at a train gate, the auto top-up will occur, because there is a minimum required remaining value of $3.00 on entering the train gate. Hence when you exit, the new value of your card will show $29.80
  • When you tap your ez-link card at a bus device (e.g. Express Bus service), the auto top-up will occur when you exit as it has calculated that the total journey is more than the value left on the card, hence the new value will be shown at the EXIT bus device will be $29.80.

Q7: I am unable to complete my application at AXS, and I received an error message. What should I do?

Please contact us at customerservice@ezlink.com.sg or 6496 8300 (Operating Hours: 0800 - 1800 daily except public holidays) and let us know the error message and the error code. We will investigate and advise what you need to do.

Q8: What if I lost my AXS receipt?

You may request for the Autoload Reference Number (ARN, or also known as Collection Slip Number) to be sent to you via SMS. Please call the EZ-Link Hotline at 6496 8300 (Operating Hours: 0800 - 1800 daily except public holidays). Should you need a reprint of the receipt, please contact AXS Hotline at 6560 2727 (Operating Hours: 0800- 2200 daily).

Q9: What if the receipt is stuck at AXS?

You may contact AXS for a reprint of the receipt. AXS Hotline is at 6560 2727 (Operating Hours: 0800- 2200 daily).

Q10: 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.

You may sign up as an Activate! member and check your transactions online. More details can be found here.

If you have an NFC phone, you may download My EZ-Link Mobile application on your phone to check the last 30 transactions on your ez-link card. More details can be found here.

Q11: How do I check my bank deductions?

EZ-Reload customers who have provided an email address, will get monthly email statements on top-up transactions made to your EZ-Reload enabled ez-link card.

  • Emails will be sent to customers from 8th of the month up to 20th of the month.
  • Only activated records with top up transaction posting (regardless of a successful or unsuccessful top-up) will receive statement.
  • Each bank / credit card account will receive one email.

Should you wish to receive the monthly e-Statements, please update us with your email address here. For T&Cs, please click here.

Q12: 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 will be suspended upon non-settlement of top-up amounts from your bank account for all ez-link cards linked to the same 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.

Q13: 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.

You would need to approach a TransitLink Ticket Office to settle the outstanding amount. If you wish to continue using the service, you may re-apply at the AXS.

Q14: 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). Refund of your deposit for each ez-link card will be refunded to your designated bank account within one month.

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.

  1. Activation of the EZ-Reload facility
  2. EZ-Reload by GIRO top-up transaction
  3. Settlement of outstanding amount that was owed to EZ-Link for any unpaid auto top-ups.

Q15: I would like to change the EZ-Reload amount e.g. $20 to $50. How do I inform EZ-Link?

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 30 working days after deactivation of the EZ-Reload by GIRO facility for your account to be updated, before you re-apply for the facility.

Q16: would like to change the bank account. How do I inform EZ-Link?

To change the bank account 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 30 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: I don't need my ez-link card that is on EZ-Reload by GIRO anymore. How do I get a refund?

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, subject to the terms and conditions of the refund of cards on the EZ-Reload facility, together with your initial deposit of your EZ-Reload amount will be refunded back to your bank account within one month.

Q18 . I lost my ez-link card, what should 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 (Office hours : Mon- Sun, excluding Public Holidays, from 8am – 6pm), 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 the 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 a month.

EZ-Link shall refund to customer the remaining amount on ez-link card. The cardholder is liable for:

  1. 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.
  2. All transactions on all other goods and services, including taxi fares within the period of 48 hours after the ez-link card has been reported lost.