We are ceasing the FWD insurance coverage for lost cards in our bid to optimise our services to meet evolving needs. Rest assured that you will continue to enjoy our Card Blocking service and refund for lost cards.

It will end on 2 May 2023. The last day for claims submission will be on 1 May 2023, 2359 hrs.

Our complimentary card blocking feature remains available and offers you security and protection in the event of lost cards. If you lose your EZ-Link card, you can immediately block it via the EZ-Link app to transfer any remaining stored value to a new EZ-Link card.

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

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.

‘Card Blocking’ is a value-added program offered by EZ-Link upon the registration of your EZ-Link cards which allows you to enjoy the following value-added services:

1. 1. Free card-blocking service should you lose your EZ-Link card/charm
   2. Tracking of card transaction history

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

No, it is a free service.

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.

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

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.

It will take up to a month.

Currently, registrations for card-blocking via the website has been disabled until further notice. To register for card-blocking, you would have to use the EZ-Link app.

Please call our customer service team at 6496 8300 between 8am to 6pm (operates daily except on public holidays).

During non-operating hours, you can leave us a voicemail and we will contact you within the next working day. In your voice mail, please provide your name, contact number and EZ-Link card CAN ID (which can be found on the back of your card, or by logging in to the ‘Card Blocking’ account and clicking on “My Cards”).

You can do so upon signing into your card-blocking account.

Your records of the past 90 transactions made within a 3-month period are kept with us.

Your card will be blocked within 48 hours from the date/time of loss report. We seek your understanding; as the EZ-Link card is a stored value card, we are unable to block the card from immediate usage at time of loss report. As such, we are unable to guarantee that any or all remaining value can be recovered or refunded.

Once we complete blocking of your card, any remaining funds recovered will be refunded to you via crediting to another EZ-Link card of your choice. Here are the steps to request for a refund;

For EZ-Link cards:

1. After your report loss/theft of your card to EZ-Link, we will send you an acknowledgement email.
2. File a police report (only required for lost card requests that invoked card insurance by FWD) on the loss/stolen card and send a copy to EZ-Link within 7 days after you have reported the card loss. Simply reply us via our acknowledgement email.
3. Nominate another EZ-Link card (non SimplyGo) which has been registered in the EZ-Link app within 7 days, to receive the refund.
4. We will notify you of the refund status via email, after which you may log in to the EZ-Link app to update your card in order to receive your funds.

For SimplyGo EZ-Link cards:

1. After your report loss/theft of your card to EZ-Link, we will send you an acknowledgement email.
2. File a police report (only required for lost card requests that invoked card insurance by FWD) on the loss/stolen card and send a copy to EZ-Link within 7 days after you have reported the card loss. Simply reply us via our acknowledgement email.
3. Nominate another SimplyGo EZ-Link card which has been registered in the EZ-Link app or a bank account within 7 days, to receive the refund.
4. We will notify you of the refund status via email, after which you may log in to the EZ-Link app to update your card in order to receive your funds.

Please be informed that the loss report will be processed from the date/time of customer reporting to EZ-Link Customer Service Hotline after signing up for the ‘Card Blocking’ programme. The calculation for refund will be based on the recorded loss reporting date/time, and not before.