fbpx

Auto Top-Up Scheme and Changes

1. What is the Auto Top-Up (ATU) scheme for concession cards?

The Auto Top-Up (ATU) scheme brings ease and convenience to commuters by automatically adding value to their concession cards when the remaining card value falls below $0, for fare payments in transit (MRT/Buses) or at selected non-transit merchants. The pre-selected ATU amount will be deducted from the registered DBS/POSB bank account (via GIRO) or from the registered credit card.

2. What are the changes to the current Auto Top-Up (ATU) scheme for concession card?

From 26 September 2020, EZ-Link will take over the management of the Auto Top-Up (ATU) scheme from the Land Transport Authority in processing ATU applications and transactions, as well as offer a waiver of convenience fees. TransitLink will continue to provide customer service support, including handling public enquiries and lost card reporting and replacement.

While existing concession card ATU users will not be affected, debit/charge cards will no longer be accepted as a source of funds for new ATU applications.s also a maximum limit of three (3) concession cards and/or ez-link cards (combined total of 3 cards) that can be tied to any single source of funds.

Application for ATU by DBS/POSB Bank GIRO via e-forms on TransitLink’s website and ATU by credit card via hardcopy forms will not be available from 10 Sep 2020.

From 26 September 2020: 

AvailabilityATU Application MethodSource of FundsConvenience/Admin Fees
AvailableGeneral Ticketing Machine (GTM)
Assisted Service Kiosk (ASK)
GIRONone
 

The EZ-Link app

 

Credit CardNone
Not Availablee-form / hardcopy form on TransitLink’s website and at Ticket OfficesGIRO / Credit or Debit Card

3. How are existing concession card Auto Top-Up (ATU) users affected by the change in ATU Scheme Owner?

Existing Concession card Auto Top-Up (ATU) users may continue to use the existing ATU facility linked with the DBS/POSB bank account (via GIRO) or credit card after the change of ATU scheme owner.

If your concession card is linked with a credit/debit card account, we are glad to inform you that EZ-Link will waive the $0.25 convenience fee with effect from 26 September 2020.

If your concession card is linked with a DBS/POSB bank account (via GIRO), you will continue to enjoy the convenience fee waiver.

However, please check and pay for any outstanding ATU payment on your concession card(s) using the General Ticketing Machine, Passenger Service Centre, Top-Up Kiosk, Top-Up Machine or Assisted Service Kiosk located at the MRT/LRT stations, Bus Interchanges or TransitLink Ticket Office before 25 September 2020 to enjoy a smooth transition.

4. What services will be affected during the transition of change in management of the Auto Top-Up (ATU) scheme?

The following services will be affected during the following periods:

At General Ticketing Machines (GTM) or Assisted Service Kiosks (ASK)

  1. GIRO Auto Top-Up (ATU) applications will not be available between 18 and 26 September 2020

At General Ticketing Machines, Assisted Service Kiosks, Passenger Service Centres, Top-Up Kiosks or Top-Up Machines

  1. Outstanding ATU payment for concession cards will not be available between 9pm on 25 September 2020 and 7am on 26 September 2020*

An error message will be displayed on the screens of the ticketing machines if you attempt to use the above services at the ticketing machines during the downtime.

*If you are unable to settle your outstanding payment before 9pm on 25 September 2020, you may not be able to use your concession card to travel on public transport. During this interim, you are advised to use an alternative mode of payment (e.g. ez-link/NETS FlashPay card or VISA/Mastercard contactless credit/debit card or NETS contactless ATM card).

5. Why is there an error message when I am applying for concession card Auto Top-Up (CCATU) via Bank GIRO/ settling my outstanding payment for an ATU enabled concession card at the ticketing machines?

From 26 September 2020, EZ-Link will take over the management of the Auto Top-Up (ATU) scheme from the Land Transport Authority. During the changeover, new applications for concession card ATU via Bank GIRO at the General Ticketing Machine (GTM) and Assisted Service Kiosk (ASK) will be temporarily unavailable between 18 and 26 September 2020. The payment of outstanding amount for ATU enabled concession card at the GTM, ASK, Passenger Service Centre, Top Up Kiosk and Top Up Machine will be temporarily unavailable between 9pm on 25 September 2020 and 7am on 26 September 2020. An error message will be shown on the screen of the ticketing machines if you attempt to use the above-mentioned services during the service unavailability period.

6. Do I need to submit a fresh application for the existing Auto Top-Up (ATU) facility on my concession card due to the change of ATU Scheme Owner?

There is no change to the existing Auto Top-Up (ATU) facility on your concession card(s). Therefore, no further action is required on your part.

Please note that by continuing with the ATU service for your concession card from 26 September 2020, you shall be deemed to have accepted EZ-Link’s terms of service.

For more information regarding ATU enabled concession cards, please visit https://www.ezlink.com.sg. Alternatively you may view the FAQs at https://www.ezlink.com.sg/auto-top-up-for-concession-cards or contact the EZ-Link Customer Service Hotline at 6496 8300, operating daily from 8.00 am to 6.00 pm (except public holidays)

7. How will the Auto Top-Up (ATU) transaction(s) be reflected in my card/bank statements after the change in ATU Scheme Owner?

From 26 September 2020, with EZ-Link as the managing agency of the scheme, your credit card/bank statement will reflect ‘EZL’ as the merchant descriptor name instead of ‘TLG’ for Auto Top-Up (ATU) transactions.

Please note that the posting to your credit card/bank statement for ATU transactions occurring between 21 September 2020 and 26 September 2020 may take place later than usual.

8. How many concession cards can be linked to my credit card or DBS/POSB bank account under the Auto Top-Up (ATU) scheme managed by EZ-Link?

From 26 September 2020, you can link up to maximum of three (3) concession cards and/or ez-link cards (combined total of 3 cards) on a single Mastercard/Visa credit card or DBS/POSB bank account for new Auto Top-Up (ATU) applications.

9. I am an existing concession card Auto Top-Up (ATU) user with more than 3 concession cards linked to my DBS/POSB bank account (via GIRO) or credit card. Will the existing concession cards’ ATU facility associated with my source of funds be affected?

Your existing Auto Top-Up (ATU) enabled concession cards will not be affected by the change in ATU scheme owner and will continue to be linked with your existing source of funds. The maximum limit of three (3) concession cards and/or ez-link cards (combined total of 3 cards) for a single source of funds will only apply to new ATU applications made from 26 September 2020.

Example: If you have six (6) concession cards with the ATU facility linked with a single credit/debit card or DBS/POSB bank account prior to 26 September 2020; the six (6) concession cards will remain linked with the same source of funds.

However, if you were to apply for the ATU facility on a new concession card using the same source of funds (which already has 6 cards linked with it), the application will be declined. This is because the maximum number of concession cards and/or ez-link cards allowed to be linked with any single source of funds has been exceeded.

You will need to link the new concession card with a new source of fund, either a DBS/POSB bank account for GIRO or credit card.

10. I am an existing concession card Auto Top-Up (ATU) user who has linked my concession card with a debit/charge card. Will I still be able to continue using the service?

From 26 September 2020, debit/charge cards will not be accepted as a source of funds for new Auto Top Up (ATU) applications.

You may continue using the ATU facility linked with your existing debit/charge card until the card expires or when you terminate the ATU facility, whichever takes place first. Thereafter, debit/charge cards will not be accepted as a source of funds for ATU.

If you wish to continue using the ATU facility after your debit/charge card expires, you may link your credit card to the concession card(s) via the EZ-Link app. Alternatively, you may apply for new ATU by DBS/POSB GIRO at the General Ticketing Machines (GTMs) or Assisted Service Kiosks (ASK) located at all MRT/LRT stations, using your DBS/POSB ATM card. For ATU application at GTMs, activation is immediate.

Using the EZ-Link App for Concession Card Auto Top-Up Related Services

11. Can I apply for concession card Auto Top-Up (ATU) using the EZ-Link app?

You can apply for Auto Top-Up (ATU) facility by credit card on your concession card using the EZ-Link app. Please download the EZ-Link app from the Google store or App store and register your concession card.

Scan QR code to download the EZ-Link app.

 

 

 

 

 

 

 

New users will need to perform a one-time registration for a new EZ-Link account. Upon successful registration, please add your concession card to your account either by tapping your card on 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 concession card.

Sample image of the back of concession card – with CAN ID.

12. Can I check my concession card Auto Top-Up (ATU) transaction history using the EZ-Link app?

If you are using an NFC enabled Android device, you can use the EZ-Link app to check your concession card Auto Top-Up (ATU) transaction history. Nonetheless, please be informed that there is a maximum display of the last 30 transactions made – this includes any transit, non-transit and top-up transactions.

Auto Top-Up Application and Activation from end-September 2020

13. How do I apply for the Auto Top-Up (ATU) facility for concession cards? How do I check my ATU application status?

Linking Auto Top-Up (ATU) facility with a credit card

You can register for the ATU facility for your concession card with a Mastercard/Visa credit card using the EZ-Link app* available in Google Play Store or App Store.

You will obtain immediate approval when you register for the ATU facility via the EZ-Link app. The approved application status can be found on the ATU page (tap the ATU button within the EZ-Link app).

Here’s what you have to do to activate the ATU facility on your card:

For Android phone users: If you are using an NFC enabled Android phone, you will be prompted by the app to tap your concession card on the NFC antenna of your phone. Upon successful synchronisation, your ATU facility will be activated.

For iPhone users: Upon successful application, a 12-digit ARN code (Autoload Reference Number) or collection slip number will be displayed on your EZ-Link app whenever you click the EZ-Reload button. The ARN code/collection slip number is unique to each ATU application and is used for the activation of the ATU facility on the concession card. You will have to present the 12-digit activation code, concession card(s) and original NRIC/Passport of the account holder at any TransitLink Ticket Office to activate the ATU facility.

 

Linking Auto Top-Up (ATU) facility with a DBS/POSB bank account via GIRO

Simply head down to the nearest General Ticketing Machine or Assisted Service Kiosk at the MRT/LRT stations with a valid DBS/POSB ATM card and the concession card(s).

You will be notified of the ATU application status immediately. If the application is successful, the ATU facility will be activated on your concession card immediately.

14. What are the Auto Top-Up (ATU) amounts available for selection?

The Auto Top-Up (ATU) amounts available for selection are $20, $30, $40 and $50.

As the next auto top-up can only be effective four (4) calendar days after the previous auto top-up, you are advised to select an amount that is sufficient to cover your card usages for at least four (4) days.

15. What bank cards are accepted?

The following bank cards are accepted under the Auto Top-Up (ATU) scheme:

ATU by credit card: Any Mastercard/Visa credit card

ATU by GIRO: DBS/POSB ATM card linked with your savings or current bank account

16. What types of concession cards are eligible for the Auto Top-Up (ATU) scheme?

All concession cards (PAssion Silver/Senior Citizen Concession Card, Persons with Disabilities Concession Card, Workfare Transport Concession Card, Adult Monthly Travel Card, NSF Concession Card, Private Education Institutes Student Concession Card, Undergraduate Concession Card, Diploma Student Concession Card, School Smartcard, Child Concession Card) are eligible for the Auto Top-Up (ATU) scheme.

Images of Concession Cards:

17. Can I link the Auto Top-Up (ATU) facility for the concession card with my bank account?

You can link your concession card with your DBS/POSB savings or current account, via Auto Top-Up (ATU) by GIRO. Applications can be made at the General Ticketing Machines or Assisted Service Kiosks located at the MRT/LRT stations. ATU by GIRO facility is not available for non-DBS/POSB savings or current account at the moment.

18. Can I apply for the Auto Top-Up (ATU) facility by GIRO using the EZ-Link app?

The EZ-Link app currently only supports the application of the Auto Top-Up (ATU) facility by Mastercard/Visa credit card. The feature for the application of ATU by GIRO is currently not available.

If you wish to link your DBS/POSB savings or current account with ATU by GIRO, please apply at the General Ticketing Machines or Assisted Service Kiosk located at the MRT/LRT stations.

19. Is the Auto Top-Up (ATU) application via the EZ-Link app secure?

The Auto Top-Up (ATU) application page is protected by a Secure Socket Layer (SSL) certificate. It is a standard secure protocol used by banks and financial institutions.

20. My Auto Top-Up (ATU) application via the EZ-Link app has been rejected. What should i do?

You will see an error message on the screen if your Auto Top-Up (ATU) application is rejected. Please refer to our email for the reason(s) for the rejection and proceed according to the instructions given.

21. My Auto Top-Up (ATU) application via the General Ticketing Machine (GTM) or Assisted Service Kiosk (ASK) was unsuccessful. What should I do?

Please contact the EZ-Link Customer Hotline at 6496 8300, operating daily from 8.00 am to 6.00 pm (except public holidays) for assistance.

Auto Top-Up Enabled Concession Card Usage

22. Will there be an auto top-up trigger on the concession card immediately after I have activated the Auto Top-Up (ATU) facility?

The auto top-up will only be triggered when the remaining card value falls below $0.00, for fare transactions in transit (MRT/Buses) or at selected non-transit merchants.

23. What is the minimum interval period for consecutive auto top-ups to occur?

There is a minimum period of four (4) calendar days between two consecutive auto top-ups.

Example: If your concession card received an auto top-up of $20 on Monday, the earliest day a subsequent auto top-up can be performed on your card will be the Friday of the same week.

Please choose an Auto Top-Up (ATU) amount that is sufficient to cover your expected card usages during the 4-day period. If you require additional top-ups during this period, you may top up your concession card through the following channels:

  • Express Top-up via the EZ-Link app (For NFC-enabled Android phones)
  • General Ticketing Machine
  • Top-Up Machine
  • Top-Up Kiosk
  • Assisted Service Kiosk
  • Add Value Machine
  • TransitLink Kiosks
  • TransitLink Ticket Office

24. I have not activated the Auto Top-Up (ATU) facility and I want to change the ATU amount. What is the procedure?

If you had applied through the EZ-Link app and the Auto Top-Up (ATU) facility of your concession card has not been activated, please call the EZ-Link hotline at 6496 8300 to terminate the ATU application before re-applying with your desired ATU amount.

25. Can I change the Auto Top-Up (ATU) amount after I have activated the ATU facility on my concession card?

The Auto Top-Up (ATU) amount cannot be changed after the activation of the ATU facility. To change the ATU amount on your concession card, you will need to terminate the ATU facility and re-register for the ATU scheme with your preferred top-up amount.

After activation, the termination of the ATU facility can only be done at any TransitLink Ticket Office by presenting your NRIC/Passport and concession card(s). Any outstanding amount has to be settled before the termination of the ATU facility. During this period, you will not be able to enjoy the convenience of the ATU scheme and will need to top up your card(s) with other means.

Please allow at least 14 working days for your concession card status to be updated before re-applying for the ATU facility on your concession card.

26. My bank has renewed my credit card with a different number / I have changed my credit card number. How do I inform EZ-Link?

If there is a change in your credit card number due to a card upgrade or replacement, you will need to terminate the activated Auto Top-Up (ATU) facility before re-applying for it with your new credit card information.

Please note that the termination of the ATU facility can only be done at any TransitLink Ticket Office by presenting your NRIC/Passport and concession card(s). Any outstanding amount has to be settled before the termination of the ATU facility. During this period, you will not be able to enjoy the convenience of the ATU scheme and will need to top up your card(s) with other means.

Please allow at least 14 working days for your concession card status to be updated before re-applying for the ATU facility using your credit card on the EZ-Link app.

27. I wish to update my credit card expiry date. How may I do so?

If your new credit card has the same number as the existing credit card that is linked with Auto Top-Up (ATU) but with a different expiry date, you can update the expiry date via EZ-Link customer hotline at 6496 8300.

The new credit card expiry date will be updated within three (3) working days.

28. My concession card is already on Auto Top-Up (ATU) by GIRO. Can I still apply for ATU by credit card for the same concession card?

There can only be one (1) Auto Top-Up (ATU) facility on any single concession card.

To change your source of funds from a DBS/POSB bank account via GIRO to a credit card, you will need to terminate your activated ATU facility linked with your DBS/POSB bank account before re-applying for the ATU by credit card.

Please note that the termination of the ATU facility can only be done at any TransitLink Ticket Office by presenting your NRIC/Passport and concession card(s). Any outstanding amount has to be settled before the termination of the ATU facility. During this period, you will not be able to enjoy the convenience of the ATU scheme and will need to top up your card(s) with other means.

Please allow at least 14 working days for your concession card status to be updated before re-applying for the ATU facility using your credit card on the EZ-Link app.

29. Can Auto Top-Up (ATU) enabled concession cards be used at non-transit merchants?

All concession cards (including Auto Top-Up (ATU) enabled concession cards) can be used at selected non-transit merchants, such as NTUC FairPrice, Unity as well as for courses, activities and programmes under People’s Association.

30. Can I differentiate an Auto Top-Up (ATU) enabled concession card from a normal concession card?

The two cards are not distinguishable physically. However, you can have your card checked at any TransitLink Ticket Office, General Ticketing Machine or Assisted Service Kiosk to verify if it is on the Auto Top-Up (ATU) scheme.

FEES AND CHARGES

31. Is there a processing fee for the Auto Top-Up (ATU) application?

There is no processing fee for the application of the Auto Top-Up (ATU) facility on concession cards.

32. Is there a fee for the usage of the Auto Top-Up (ATU) facility and what are the charges?

The Auto Top-Up (ATU) facility is a free service for concession cards.

From 26 September 2020, EZ-Link will waive the $0.25 convenience fee charged for each auto top-up.

33. Why is there a $0.50 charged to my credit card when I applied for the Auto Top-Up (ATU) facility using the EZ-Link app?

This is a pre-authentication charge to ensure that your credit card is valid. The amount will be released after seven (7) days.

34. Why is there a charge of the selected Auto Top-Up (ATU) amount to my credit card or DBS/POSB bank account immediately after I have successfully applied for the ATU facility?

If your Auto Top-Up (ATU) application is successful, a pre-authorisation of the selected ATU amount and convenience fee (if any) will be earmarked on the registered credit card or DBS/POSB bank account.

The earmarked amount is to ensure that the credit card or DBS/POSB bank account is valid and there are sufficient funds in the account for the ATU to be triggered. This is not an actual deduction on your credit card or DBS/POSB bank account, and the amount earmarked will be released when the issuing bank’s holding period has elapsed.

35. Why is there an amount held by EZ-Link on my credit card or DBS/POSB bank account when my concession card has sufficient balance?

This amount is a pre-authorisation charge of the selected Auto Top-Up (ATU) amount and convenience fee (if any). The pre-authorisation charge will be held by EZ-Link for a period of up to seven (7) calendar days for application towards any pending top-up which may occur if the stored value of the ATU-enabled concession card falls below $0.

The earmarked amount is not an actual deduction on your credit card or DBS/POSB bank account and will not be reflected in your final statement for payment.

The bank may sometimes reflect the pre-authorisation amount as “pending” or “unposted” in the meantime. If your concession card has sufficient amount and no ATU trigger occurs during this period, the pre-authorisation charge will be released and credited back to your credit card or DBS/POSB bank account after 7 days.

The delayed charging is due to the different settlement procedures with different merchants, which can take up to 60 days. You may contact the EZ-Link Customer Hotline at 6496 8300, operating daily from 8.00 am to 6.00 pm (except public holidays), to confirm your transactions.

36. I noticed that the Auto Top-Up (ATU) transactions took more than a month to be charged to my credit card account. What is the reason for this delay?

The delayed charging is due to the different settlement procedures with different merchants, which can take up to 60 days. You may contact the EZ-Link Customer Hotline at 6496 8300, operating daily from 8.00 am to 6.00 pm (except public holidays), to confirm your transactions.

COMMUTER ASSISTANCE

37. What should I do if my Auto Top-Up (ATU) enabled concession card cannot be used?

Your Auto Top-Up (ATU) enabled concession card may be blocked due to an outstanding amount on the card that is caused by an unsuccessful ATU trigger. Please make payment for the outstanding amount at the General Ticketing Machine, Passenger Service Centre, Top-Up Kiosk, Top-Up Machine or Assisted Service Kiosk located at the MRT/LRT stations or at any TransitLink Ticket Office. Upon the successful settlement of the outstanding amount, your concession card will be unblocked. Should you require further assistance, please proceed to any TransitLink Ticket Office.

38. How do I terminate the Auto Top-Up (ATU) facility on my concession card?

The termination of the Auto Top-Up (ATU) facility can only be done at any TransitLink Ticket Office by presenting your NRIC/Passport and concession card(s). Any outstanding amount has to be settled before the termination of the ATU facility. The termination will take 14 working days to be effected. You will still be able to use your concession card after the termination of the ATU facility.

 

Please do not terminate the link with your DBS/POSB bank account via GIRO at your bank as this will not remove the GIRO ATU facility on the concession card. Instead, it will result in the card being blocked from use when an ATU is triggered.

39. How do I get a refund of the remaining card value in my Auto Top-Up (ATU) enabled concession card?

To obtain a refund on the remaining card value in your Auto Top-Up (ATU) enabled concession card, simply return the concession card to any TransitLink Ticket Office. It will take 14 working days to process the refund and the concession card will be retained. However, this service will not be available between 25 September 2020 and 26 September 2020.

The remaining monies on your card will be credited to your credit card or DBS/POSB bank account that is linked with ATU, subject to the terms and conditions of refund for ATU enabled concession cards.

To obtain a cash refund, please bring along your original NRIC/Passport to any TransitLink Ticket Office for verification. If you would like someone else to collect the cash refund on your behalf, the person will have to present his or her own original NRIC/Passport in addition to your original NRIC/Passport.

 

40. What happens if I lose the Auto Top-Up (ATU) enabled concession card?

Please contact TransitLink Hotline at 1800-2255 663, operating daily from 8.00 am to 6.00 pm (except public holidays), to make a loss report with the following information:

  • NRIC number
  • Contact number
  • Concession card CAN ID (16-digit number found at the back of your concession card)

The remaining value in your concession card will be credited to your credit card or DBS/POSB bank account that is linked with Auto Top-Up (ATU), subject to the terms and conditions of refund for ATU enabled concession cards. It will take 14 working days from the date of the loss report to process the refund.

Once the concession card is reported lost, you will not be able to cancel the loss report and/or reuse the card even if the card is found, for security reasons. More information on the terms and conditions governing the loss of concession cards can be found here.

41. Who can I contact if I have questions about my Auto Top-Up (ATU) enabled concession card?

Please contact TransitLink Hotline at 1800-2255 663, operating daily from 8.00 am to 6.00 pm (except public holidays), or send an email to feedback@transitlink.com.sg for assistance.

42. Who can I contact if I have questions about the Auto Top-Up (ATU) scheme?

For more information regarding Auto Top-Up (ATU) enabled concession cards, please visit https://www.ezlink.com.sg. Alternatively, you may view the FAQs at https://www.ezlink.com.sg/auto-top-up-for-concession-cards or contact the EZ-Link Customer Hotline at 6496 8300, operating daily from 8.00 am to 6.00 pm (except public holidays).

Security Alert: We’ve noticed an increased number of phishing emails and fake advertisements and bogus webpages involving EZ-Link. Please be aware of such activities and click here for more details.