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Why
SimplyGo?

Launched by Land Transport Authority (LTA) and TransitLink in April 2019, SimplyGo is a platform to enable cashless rides. You can use your contactless cards or mobile wallets to pay for bus and train rides, bringing you more ease and convenience.

With EZ-Link making the move to SimplyGo, you will still be able to use all your favourite EZ-Link Cards and charms while enjoying all the new perks. By linking your Upgraded EZ-Link Card to the EZ-Link app, you can enjoy cashless top-ups, view your transaction history, earn rewards and more!

Click here to find out more about SimplyGo!

Perks for you!

To note:

note-1

Upgraded EZ-Link Cards
cannot be used to pay for
ERP and carpark charges.
However, you may sign up for EZ-Pay, our motoring service which negates the need for any card in your In-Vehicle Unit (IU). Fares will be
charged directly to your bank
cards and you will never have
to worry about having
insufficient value in your
cards again.

note-2

You should always
maintain a minimum of $3
on your Upgraded EZ-Link
Card in order to board the
bus or train.

note-3

Your card balance and
fare charges will not be
displayed at MRT gantries
and bus fare readers but
fear not – you can now
view these details via the
EZ-Link app.

note-4

Please note that the Upgraded EZ-Link Card is mainly for transportation use, and will not be available for retail (e.g. 7-Eleven, McDonald’s and NTUC FairPrice) or ERP/carpark charges during the trial.

We want to
hear from you!

We would love to hear about your experience! We are on a mission to get it right and your feedback will help us serve you better in the future.

Frequently Asked Questions

1. What is SimplyGo? What are the benefits of SimplyGo?

‘SimplyGo’ brings more ease and convenience to commuters by widening the range of e-payment options in transit. A blend of the words ‘simply’ with ‘go’ aptly describe its function and traits.

To enjoy the benefits of SimplyGo, commuters may use their:

  1. Contactless bank card or mobile wallet, or
  2. [New!] Upgraded EZ-Link Cards

From 1 Sep 2020, EZ-Link will be launching a pilot program for the Upgraded EZ-Link Cards that are compatible with SimplyGo.

With an Upgraded EZ-Link Card, commuters will be able to enjoy online mobile services, such as topping-up card value and viewing of fare and travel history on the EZ-Link app.

2. Is the pilot programme open to the public?

At the onset, EZ-Link will be inviting a select group of EZ-Link app users to participate in the pilot programme. Interested customers may also e-mail EZ-Link at customerservice@ezlink.com.sg to indicate their interest to participate.

An Upgraded EZ-Link Card will be sent to shortlisted participants through mail with an initial load value of $3 before 1 September 2020

3. When will the SimplyGo pilot with Upgraded EZ-Link Card start?

The SimplyGo pilot with Upgraded EZ-Link Cards will start on 1 Sep 2020.

4. Are there any incentives for the pilot programme?

You will receive $10 upon accumulating 30 trips@ in a calendar month. $10 will be credited into your Upgraded EZ-Link Card after two weeks upon accumulating 30 trips for the calendar month. The incentive programme will be available from 1 Sep 2020 to 30 Nov 2020.

E.g. after accumulating 30 trips for the month of Sep 2020, $10 will be credited into your upgraded ez-link card from 14 Oct onwards.

@ One trip refers to a deduction of fare by tapping in and out of an MRT/LRT station, or boarding and alighting from a bus. For example, Tampines MRT to Labrador MRT is equivalent to one trip, despite the change of lines.

5. What is an Upgraded EZ-Link Card? What are the benefits of an Upgraded EZ-Link Cards?

An Upgraded EZ-Link Card refers to an ez-link card that is compatible with SimplyGo.
With an Upgraded EZ-Link Card, you can enjoy the following benefits:

  • Top up your Upgraded EZ-Link Card on the go with the EZ-Link app on your Android or iOS devices.
  • Keep track of your travel expenditure and history easily through your registered EZ-Link account.
  • Get notified on low balances with push notifications by the EZ-Link app.
  • Block your card using the EZ-Link app if you lose your card.
  • Top up only what you need to better manage your travel budget

6. How do I get an Upgraded EZ-Link Card? Can I purchase one?

Currently, Upgraded EZ-Link Cards are only available for pilot users and will not be available for purchase.

7. I just received my Upgraded EZ-Link Card. How do I get started?

To get started, you have to download the EZ-Link app from the Play Store (Android users) or Apple Store (iPhone users). Thereafter, please follow the steps :

8. How do I check if my card is an Upgraded EZ-Link Card?

To check if your card is an Upgraded EZ-Link Card, you may do so at the following channels:

EZ-Link mobile appTL SimplyGo mobile appTransitLink SimplyGo Portal
General Ticketing Machine (GTM) /
Top Up Machine (TUM)
Add Value Machine (AVM)

9. Where can I use my Upgraded EZ-Link Card?

You can pay for both train and public bus fares (basic, premium and express bus services) with your Upgraded EZ-Link Card.

Please note that for premium bus services, your Upgraded EZ-Link Card can be used to pay for fares only if they are operated by public transport operators (i.e. SMRT, SBST, GoAhead Singapore etc) and not private operators.

You can identify buses operated by public transport operators (basic, premium and express bus services) by checking if they are installed with a standard card reader as shown below.

10. How do I use my Upgraded EZ-Link Card for travel?

To travel on public transport, simply take out your Upgraded EZ-Link Card and tap on the MRT/LRT fare gantry, or bus fare readers when boarding and alighting*. Please use the same card for entry and exit. The fare reader will display “Account Usage” when your card has been successfully transacted, as shown below.

Bus Fare ReaderMRT / LRT Fare Gates

*If the card reader at the point of boarding or alighting emits a green light when tapping your card, this means that your card’s entry/exit has been recorded. If the card reader at the point of boarding or alighting emits a red light when tapping your card, this means your card has been rejected.

11. Why am I unable to see the fare charged on the fare reader at the point of exit when I am using an Upgraded EZ-Link Card?

Due to the system nature of SimplyGo, the fare charged cannot be displayed instantaneously on the fare reader at the point of exit.

Your fare and travel history will be available for viewing and tracking on the EZ-Link app.

12. Are there any changes to the fares when using my Upgraded EZ-Link Card for public transport?

Please be assured that there are no changes to the fares. Commuters who use an upgraded ez-link card for public transport will continue to enjoy existing card fares. Please refer to www.ptc.gov.sg/regulation/bus-rail/fare-structure for more information on fares.

13. Why do I see the message “Card Failed” on the fare gates at MRT stations and “Invalid Card” on the card readers on buses?

a. You may be tapping with more than one payment card.

If you are tapping a wallet with multiple cards (e.g. Contactless bank card (Mastercard, NETS or Visa), ez-link or NETS FlashPay cards), the fare reader may not be able to correctly identify the card you wish to travel with. As such, an incorrect transaction will occur or you may see the following error message.

Bus Fare ReaderMRT / LRT Fare Gates

Please take out the card you intend to use from your wallet or bag so that you tap only one  card at the fare device to enter and exit. Do remember to always tap in and out with the same card.

b. Your card may have insufficient value.You will not be able to continue using your Upgraded EZ-Link Card for travelling if you have insufficient card balance. You will encounter the following messages on the fare devices (as shown in the pictures below).

Bus Fare ReaderMRT / LRT Fare Gates

*If the card reader at the point of boarding or alighting emits a green light when tapping your card, this means that your card’s entry/exit has been recorded. If the card reader at the point of boarding or alighting emits a red light when tapping your card, this means your card has been rejected.

14. What is the minimum travel value needed in my Upgraded EZ-Link Card to travel?

A minimum travel value of $3 is necessary to ensure that there is sufficient card balance, even for the longest journey. This is similar to the current ez-link card.

You will not be able to continue using your Upgraded EZ-Link Card for travel if you have insufficient card balance. Please top up your card in order to continue your journey.

15. Where can I top up my Upgraded EZ-Link Card?

You can top up your Upgraded EZ-Link Card through the following channels:

  • EZ-Link app
  • General Ticketing Machines (GTM)
  • Top-Up Machines (TUM)
  • Add Value Machines (AVM)
  • TransitLink Kiosks
  • TransitLink Ticket Offices

Your new card balance may take up to 15 mins to be updated to the system.

16. Where can I use my Upgraded EZ-Link Card besides transit?

As this is a pilot programme, you will only be able to use the card for fare payment on public transport (i.e. MRT/LRT, buses by public transport operators).

Do note that Upgraded EZ-Link Card cannot be used to pay for ERP and carpark charges.

17. What should I do if my Upgraded EZ-Link Card is damaged? Can I refund the remaining value?

Please visit any TransitLink Ticket Office for a refund on the remaining value in your damaged card after the pilot trial ends on 30 November 2020. The initial value of $3 in the card provided for the pilot trial will not be refunded.

Example: If the remaining card value upon refund was $10, only $7 will be refunded.

As the damaged card will be retained by the Ticket Office to process your refund, please use another ez-link to continue your travel.

You may wish to contact EZ-Link Hotline at 6496 8300 if you encounter difficulties using an upgraded ez-link card.

18. Can I get a refund on the remaining value of my Upgraded EZ-Link Card before the end of the pilot trial?

No. You can only refund the remaining value in your Upgraded EZ-Link Card after the pilot trial ends on 30 November 2020. You may visit any TransitLink Ticket Office to process your refund. Please note that the initial value of $3 in the card provided for the pilot trial will not be refunded.

Example: If the remaining card value upon refund was $10, only $7 will be refunded.

As the card will be retained by the Ticket Office to process your refund, please use another ez-link card to continue your travel.

We do however, strongly recommend you to continue using your Upgraded EZ-Link Card even when the pilot trial has ended.

19. Can I keep the Upgraded EZ-Link Card even though the pilot trial has ended?

Yes. You can continue using your Upgraded EZ-Link Card even after the pilot trial has ended. However, please note that the pilot trial incentive will not be applicable after the pilot trial has ended.

20. What should I do if I lose my Upgraded EZ-Link Card? How do I block unauthorised usage on my lost Upgraded EZ-Link Card?

Please call the EZ-Link hotline at 6496 8300 immediately to report the loss and and to prevent misuse.

The lost card will be invalidated within 24 hours from the time of report.

21. What do the 'Available Balance' and 'Estimated Fare' shown in my EZ-Link app mean?

“Available Balance” refers to the amount you have left in your account after deducting all transactions, including those that are pending.

“Estimated Fare” is an estimation of the fare for your recent travels. Under the Distance Fares system, trips made within the same journey will be consolidated before the fare is finalised. Hence, your fare will be indicated as “Estimated Fare” in your travel transaction history before it is finalised.

22. Are there any alerts for me when my available balance is running low?

Yes, you will be alerted with an instant push notification from the EZ-Link app when your ‘Available Balance’ falls below the minimum balance of $3.

We encourage users to have a good habit of maintaining sufficient card balance for a smooth travelling experience.

23. How do I top up my Upgraded EZ-Link Card using the EZ-Link app? Do I need to have the physical card with me?

You do not need to have the physical card with you to perform the in-app top up if the Upgraded EZ-Link Card has been added to the EZ-Link app. You can use e-Payment methods such as Mastercard, Visa Credit cards and PayLah! for your top ups

Follow the steps below to top up your Upgraded EZ-Link Card

If you are tapping a wallet with multiple cards (e.g. Contactless bank card (Mastercard, NETS or Visa), ez-link or NETS FlashPay cards), the fare reader may not be able to correctly identify the card you wish to travel with. As such, an incorrect transaction will occur or you may see the following error message.

Step 1: Select your Upgraded EZ-Link Card on the EZ-Link app home pageStep 2: Click on the Top-up buttonStep 3: Select your desired top-up amount and mode of payment

24. Are there any additional charges when I top-up my card using the EZ-Link app?

No, there are no additional charges for top-ups performed using the EZ-Link app.

25. Can I top up my family member’s upgraded ez-link card using the EZ-Link app?

Yes. You can add your family member’s Upgraded EZ-Link Card to your EZ-Link app to top up, and also do so via the Express Top Up function (Android with NFC only).

26. What if I forget my password for my EZ-Link account?

Please reset your password in-app.

27. What should I do if there are any discrepancies in my transactions/billings for my Upgraded EZ-Link Card? How do I submit a travel claim?

If there are any discrepancies in your travel transactions or billings, please use the TransitLink SimplyGo Portal or TL SimplyGo mobile app to submit claims for the travel transactions.

 

Under the Distance Fares system, trips made within the same journey will be consolidated before the fare is finalised. Hence, your fare will be indicated as ‘Estimated Fare’ (denoted by SX.XX) in your travel transaction history before it is finalised. Please file your claim only after the fare has been finalised (denoted by SX.XX). Do also note that claims can only be filed within 14 days after the date of fare transaction. Please note that you can only view up to the last 180 days of your transaction history.

For commuters who have not signed up for a SimplyGo account or linked their cards to their account, please do so on the TransitLink SimplyGo Portal (www.simplygo.com.sg) or TL SimplyGo mobile app.

28. I have a posting of Incomplete Transaction/Rail Overstay Charge in my TransitLink SimplyGo Portal / TL SimplyGo mobile app statement. Why is this so?

For Rail

A posting of Incomplete Rail Transaction will be reflected in your statement as “Missing Entry” / “Missing Exit”, if the point of entry or exit is not recorded in the SimplyGo system. A flat fare of $2.10 will be charged, regardless of the distance travelled.

A posting of Rail Overstay Charge will be reflected in your statement as “*”, if you exceed the time limit allowed for exiting a station. In this case, you will be charged an additional fee of $2.10, on top of the actual fares incurred.

For Buses

For missing entry, the ride will be charged from the first  stop of the bus route to the point of exit.

For missing exit, the ride will be charged from the point of entry to the end of the bus route.

29. Who can assist me if I encounter problems using my Upgraded EZ-Link Card at the point of boarding or alighting?

Commuters who face issues at the point of boarding or alighting may approach the officers at the Passenger Service Centre or Bus Captains for assistance.

For repeated declined transactions, please use another travel card to continue your journey and submit your claim through the TransitLink SimplyGo Portal or TL SimplyGo mobile app

You may wish to contact the EZ-Link Hotline at 6496 8300 if you encounter any difficulties.

30. Where can I find more information about the Upgraded EZ-Link Cards?

For enquiries on the Upgraded EZ-Link Cards, please contact the EZ-Link Hotline at 6496 8300.

Last Updated: 24 July 2020

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