Getting Started

The EZ-Link Wallet is a personal mobile wallet within the EZ-Link App that allows you to conveniently make payments online, in-store and overseas simply by tapping on a contactless payment terminal* or scanning a QR Code.

 

*Tap to pay via Google Pay is currently only available on NFC enabled Android phones.

Step 1: Ensure that you have downloaded the latest version of the EZ-Link App and created an account

Step 2: Upon logging into the app, tap on “EZ-Link Wallet” on the “Discover” tab

Step 3: Read and agree to the terms and conditions before proceeding to sign up.

The newest feature of the EZ-Link Wallet, Pay by Wallet is a digital prepaid Mastercard within the EZ-Link App.

Once activated, consumers will be able to use their EZ-Link Wallet for contactless payments in-store, online and overseas at over 80 million Mastercard merchants, in addition to the existing SGQR and Alipay+ acceptance points.

Step 1: Ensure that you have already signed up for an EZ-Link Wallet

Step 2. Tap on the “Pay by Wallet” banner on your Wallet details page

Step 3:  Perform the necessary identity verification checks

Step 4: Once all verification checks are completed, your “Pay by Wallet” will be activated immediately

Anyone with a valid NRIC or FIN will be eligible to apply for Pay by Wallet. Singaporeans are required to perform the necessary identity checks via Singpass while FIN card holders are required to submit their Proof of Residence (with documents dated less than 6 months ago), in addition to their Myinfo details. Please note that the verification process for FIN holders may take up to 5 weeks.

There are no income requirements to enable Pay by Wallet.

We are required to verify your identity so that we can safeguard your funds. Your contact details are required for us to get in touch with you should there be any disputes with your transactions.

You might not have submitted the documents required for verification or more information may be required to verify your identity.

Applications for Singaporeans and PRs with a valid Singpass verification will be approved near real time if the information and documents submitted are in order. Approvals for FIN holders may take up to 5 weeks, FIN holders are advised to provide updated information in the application for an expeditious process.

You can find your application approval status via in-app updates.

Please check and ensure that you have sufficient balance in your EZ-Link Wallet and a stable internet connection to complete your purchase.

In the event that your EZ-Link Wallet is less than the transaction amount, the transaction will be declined.

This is due to the fact that you have exceeded the maximum number of attempts (5) to successfully perform the OTP authentication. As part of our security measures, your Pay by Wallet has been ‘soft-blocked’ for the next 24 hours. Should you wish to immediately unblock your card, please contact our Customer Service hotline.

You can request for a full or partial refund if there is an issue with your transaction such as:

  • not receiving the product(s)/service(s) that you paid for
  • your goods were missing or damaged
  • you have been charged incorrectly

 

In-store Purchases

Please inform the merchant immediately. The merchant will have to cancel the transaction so that your money will be transferred back into your EZ-Link Wallet.

Please note that this is only applicable to same day transactions. Any transactions performed after 23:59 hours cannot be cancelled. You will have to resolve the matter directly with the merchant.

 

Online Purchases

To request for a refund, please contact the merchant directly. You may obtain the transaction details by clicking the transaction in question and sending this to the merchant for verification.

In some scenarios, your refunded amount may differ from the original amount charged. This could be due to:

  • Partial refunds – The merchant has only refunded you partially and not in full.
  • Cross-border/foreign currency transactions – The refunded amount depends on the currency rates on the day your refund was processed by the merchant
  • Cross-border processing fees – Processing fees are charged for cross-border transactions and are non-refundable. These fees will only be refunded fully if the transaction is deemed as fraudulent and have successfully been filed as a chargeback.

Please download and complete the Dispute Resolution Form and send it to paybywallet@ezlink.com.sg. Please note that you will only be able to file for chargeback within 90 days of the transaction. Monies will be credited back into your EZ-Link Wallet once the claims are successfully processed.

Immediately lock your Pay by Wallet feature on the app to prevent any other transactions from being processed. Write to us at customerservice@ezlink.com.sg or call (+65) 6496 8300 to let us know if we should permanently block the account.

The EZ-Link Wallet does not expires and each Pay by Wallet account has a validity of three years. Your Pay by Wallet account will expire on the last day of the expiry month, as indicated on the virtual card.

Upon expiry, your Pay by Wallet account will be automatically renewed and a new virtual card will be generated. All balances in your EZ-Link Wallet will remain valid as the EZ-Link Wallet does not expire.

If you wish to terminate your Pay by Wallet account, you may write to customerservice@ezlink.com.sg or speak to our customer service team via phone at (+65) 6496 8300. Any balance amount in your EZ-Link Wallet will remain valid and may be used for other spendings.

If you wish to deactivate your EZ-Link Wallet, you may write to customerservice@ezlink.com.sg or call the EZ-Link customer service hotline at (+65) 6496 8300. The balance amount in your EZ-Link Wallet will be refunded to your registered bank card.