Q1. What is ‘Activate!’?

‘Activate!’ is a value added program offered by EZ-Link upon registration of your ez-link cards that lets you enjoy the following value added services:

  1. Free card blocking service should you lose your ez-link card
  2. Tracking of card transaction history
  3. Free insurance program which protects you for up to S$10 should there be unauthorized usage of the ez-link card after you have reported it lost.

Q2. What is an ez-link CAN?

The ez-link CAN is the 16 digit number starting with “100X XXXX XXXX XXXX” found engraved/imprinted on the reverse side of your ez-link card.

Q3. Can I enjoy the benefits of ‘Activate!’ with my concession card or other CEPAS compliant cards?

No. Concession cards (students, senior citizens, NSmen, etc.) which are issued by LTA and other CEPAS card(s) not issued by EZ-Link cannot be registered for ‘Activate!’.

Q4. How do I sign up for ‘Activate!’?

You may register online here or download the EZ-Link Mobile App from iTunes or Google Play.

Q5. Who can sign up for ‘Activate!’?

All ez-link card holders with a valid NRIC or FIN number can sign up. Please note that passport numbers are not accepted.

Q6. How do I ‘Activate!’ my card to enjoy the benefits?

Simply click here and register your ez-link card with your personal details to do so. Alternatively, you may download the EZ-Link app from the iTunes App Store or Google Play to register your card as well.

Q7. Why do you need my personal information?

Under the ‘Activate!’ program, there are 3 services offered to our registered members. For EZ-Manage, you are able to block your card when you lose it. As such, we need your particulars so as to rightfully refund the remaining value back to you only if we have your details and able to verify that you are the rightful owner of the lost ez-link card.

Q8. Are my personal information safe with EZ-Link?

EZ-Link takes the confidentiality of the personal details of our customers seriously. Your personal information will only be shared with Chubb Insurance Singapore Limited for the sole purpose of insuring your card that covers for unauthorized usage of up to $10.

Q9. How many cards can I register for ‘Activate!’ at any one time?

You may register up to 3 cards for the ‘Activate!’ program.

Q10. What if I have more than 3 ez-link cards that I want to register for?

Currently our system only caters for 3 ez-link cards to be registered per person. We will be looking at adding more should the need arise in the future.

Q11. Are there any charges involved when I register for ‘Activate!’?

No, signing up and using ‘Activate!’ is absolutely free. You are however responsible for any data use charges when you use our EZ-Link app.

Q12. I don’t have an Apple or Android mobile device, can I join the program?

Definitely, you can still sign up for ‘Activate!’ online here and register your cards.

Q13. How do I check my previous transaction records?

You can do so upon signing into your account.

Q14. How many months are my transaction records kept in the system?

Your past transaction records are kept with us for a period of 2 months.

Q15. How do I block my card if I have lost it?

Simply call our customer support at 6496 8300 (Operating Hours 0800-1800 daily except PH) to report a lost card registered with us. To report lost after office hours, kindly leave a voicemail with your name, contact number and ez-link card CAN ID, we will get back to you within the next working day.

Q16. How long does it take to block my ez-link card after I have reported it lost?

As the ez-link card is a stored value card, it is not possible to block the card from immediate usage at the point of loss reporting. As such, the card blocking service is on a ‘best effort’ basis, and we do not guarantee that any or all remaining stored value will be recovered and refunded. The process typically takes up to 48 hours.

Q17. How will the remaining funds in my blocked card be refunded to me?

Upon calling customer service to have your lost ez-link card blocked, you will need to nominate another ez-link card registered on ‘Activate!’ to have your refunded funds from your lost card to be refunded to you. You can then go to any AXS stations to sync the recovered funds back to your nominated card. To facilitate the refund process, please ensure that

  1.  You file a police report within 24 hours of card loss.
  2.  You have provided us with a police report within 7 days from the day of your card loss.
  3.  You have nominated a new/current ez-link card for the card refund transfer within a month.
  4.  You have the refund monies synchronized into your nominated card within 90 days.

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

Q18. What am I covered under EZ-Protect?

EZ-Protect covers your registered ez-link cards against financial loss of up to S$10 as a result of unauthorized usage due to loss or theft 24 hours a day anywhere in the world.

Q19. What do you mean by unauthorized usage?

Unauthorized usage refers to the usage that is carried out after you have reported your card lost.

Q20. How do I apply/register for EZ-Protect?

EZ-Protect is a complimentary and optional insurance cover for customers who have registered for ‘Activate!’.

Q21. Are there any eligibility requirements for EZ-Protect?

To be eligible for EZ-Protect, you must be residing in Singapore and your ez-link cards must be registered for ‘Activate!’.

Q22. How many times a year can I make a claim?

Customers may only make one insurance claim per policy year in relation to one of your registered ez-link cards.

Q23. How do I make my claims when I lose my ez-link card?

Please call EZ-Link Customer Service at 6496 8300 (Operating Hours: 0800 – 1800 daily except Public Holidays), to report the loss or theft of your card and to activate the card blocking service. You will need to inform the customer service of your intent to make a claim on the EZ-Protect program during the call. To report lost after office hours, kindly leave a voicemail with your name, contact number and CAN ID, we will get back to you by the next working day. To facilitate the refund process, please ensure that

  1.  You have provided us with a police report within 7 days from the day of your card loss.
  2.  You have nominated a new/current ez-link card for the card refund transfer within 7 days from the day of your card loss.
  3.  You have the refund funds synchronized into your nominated card within 90 days.

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

Q24. How long will the entire refund process take?

The entire refund process will take up to 21 days, provided that all the requirements are met.