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EZ-Online FAQs

1. How do I top up my ez-link card with EZ-Online with an EZ-Online Reader?

EZ-Online an Internet-based system that enables transactions between the ez-link card, the EZ-Online reader and the EZ-Link system using Java open technologies.

All you have to do is to install the installation disk found together with the EZ-Online Reader, log on to www.ezlink.com.sg, click on the EZ-Online button and plug in the EZ-Online reader. Place your ez-link card onto the reader and follow the instructions accordingly to top-up your ez-link card with MasterCard or VISA credit / debit card.

Once the transaction has been approved, please remember to ‘Update’ the monies unto your ez-link card before removing your ez-link card from the reader.

2. What is the cost of the EZ-Online card reader that is CEPAS compliant?

The cost of the CEPAS-compliant EZ-Online card reader, if bought online, is SGD$49 nett. The cost includes delivery and is the lowest-priced in the market. Consumers can also purchase the card readers from selected retail outlets where they are bundled with other computer accessories at a cost between SGD$49 to SGD$59 each.

For a list of merchant outlets or websites where consumers can purchase their EZ-Online readers from, visit http://home.ezlink.com.sg/top-up/ez-online.php

3. How do I install the EZ-Online reader?

The reader will come with an easy to follow installation kit on a CD-ROM. Once installed, log-on to the EZ-Online microsite which can be launched via a hyperlink from www.ezlink.com.sg, then just plug in the EZ-Online reader and play.

4. Is it safe? What kinds of safety measurements are there to ensure that transactions remain safe?

The system is highly secured using existing EZ-Link technologies. We have also conducted rigorous security reviews by independent parties such as ethical hacking to ensure the transactions are fully safe.

5. After installing the CD-ROM, I am still facing problems with topping-up my ez-link card. What can I do?

Please visit here for the latest version of the EZ-Online installer driver and applications and download the EZ-Online Installer CD 1.40.zip. For users who are on a 64-bit PC and using the 32-bit browser, please visit here to download the EZ-Online Installer CD 1.60.zip

6. Why can’t I top-up my concession cards?

Top-ups via EZ-Online are only applicable to cards and electronic purses that are issued by EZ-Link. As the new concession cards that are CEPAS-compliant are issued by LTA, the EZ-Online application will not be able to top-up concession cards.

7. Will my ez-link card get corrupted using EZ-Online?

No, your ez-link card should not get corrupted. In the unlikely event that you experience difficulty in using your ez-link card, please bring it to a TransitLink Ticket Office for checking.

8. Is there a warranty on the reader?

There is a one year warranty for the reader upon verification of proof of purchase.

9. Do I have to pay for the top-up via EZ-Online?

The convenience charges implemented will be based on the following structure:

Top-up amount selectedConvenience fee
$5$0.25
$20$0.35
$50$0.55
$100$0.90

We have taken a tiered approach to charging the convenience fees, to ensure a fairer approach to the implementation of the convenience fee to cover 3rd party cost.

10. How will the convenience fees be deducted? Is it through the user’s ez-link card or debit/credit card?

The convenience fee will be charged to the user’s credit or debit card.

11. What is the reason behind implementing the convenience fees for both the EZ-Online and Top and Tap services?

When the EZ-Online service was first introduced in 2006, EZ-Link had waived the processing costs incurred in the provision of this service so as to allow consumers to enjoy hassle-free top-ups without incurring additional convenience charges during the introductory period. We trust that long term users have seen and experienced the benefit of using EZ-Online as their preferred top-up option due to the convenience of topping up on demand any time of the day as well as using the reader to review their past 30 transactions. The implementation of the convenience fee is to cover the processing and 3rd party costs incurred by EZ-Link for the provision of the EZ-Online and Top and Tap services.

12. How can I top-up my ez-link card? / What source of funds are available for me to top-up my ez-link card?

You are able to top-up your cards with MasterCard and VISA credit/ debit cards.

13. Is there a limit to the amount I can top up to my ez-link card?

The maximum amount you can have on your ez-link card is S$500.00

14. Is there a limit to the number of top-ups to my ez-link card I can perform per day using EZ-Online?

There isn’t a limit to the number of top-ups you can perform per day on your ez-link card so long as you ‘Update’ your ez-link card every single time. However, for security reasons, you will only be able to top up from the same credit or debit card account, not more than 5 times a day.

15. When will the funds be debited from my credit/debit card account?

The funds are debited from your account once the transaction you have authorized is approved by the bank. Once you see a “Successful” page from Telemoney after authorizing a top-up, the funds have been debited from your account.

16. Can I cancel my top-up transaction?

Unfortunately, once you have authorized the top-up you cannot cancel your top-up transaction as these monies are deducted from your credit/debit account accordingly. Please be sure of the top-up amount you require before authorizing the transaction.

17. What are the types of ez-link cards I can top-up using EZ-Online?

You can top-up ez-link cards that are issued by EZ-Link: those sold over the counter inclusive of ez-link cards that are enabled with EZ-Reload by Card and GIRO as well as co-brand bank and membship cards that have the ez-link purse embedded in them. Please note however that Standard Ticket, Park & Ride Ticket and Concession Cards are not issued by EZ-Link and hence cannot be used and top-up via EZ-Online.

18. What if I have keyed in my credit /debit card details and the authorization is processing halfway, and the internet goes down?

You can reload the webpage, place your ez-link card on the reader and click the ‘Top-Up ez-link card’ tab and check if the authorizations has been approved by your bank. If it isn’t, there was no deduction from your credit/debit card account. You may want to check with the issuing bank of your credit/debit card to verify.

19. What if I have received approval on my authorized top-up request and click the 'Update' button and the internet goes down?

You can reload the webpage, place your ez-link card on the reader and click the ‘Transaction Record’ tab to verify the date, time and amount your ez-link card was last topped up. If the transaction record does not show the latest top-up transaction at the time the internet went down, please click the ‘Top-Up ez-link card’ tab again and check that the authorized amount approved by your bank is there. To complete the top-up transaction onto your ez-link card, please click the ‘Update’ button.

20. What if the top up transactions fail, and yet my credit card gets deducted?

Please contact our customer service for assistance at customerservice@ezlink.com.sg.

You will need to provide your ez-link card number, the first four and last four digits of your credit card (for e.g. 5569-xxxx-xxxx-1234), the top-up amount in question, the approximate transaction time and date and your contact details like email and telephone number.

21. I am trying to access EZ-Online from my office, why can't the EZ-Online reader read my ez-link card details / transaction history after I have successfully installed EZ-Online reader on my office PC and access the EZ-Online micro site?

It is recommended to have direct access to your Internet Service Provider (ISP) to use the services offered by EZ-Online with ease. Access to the services depends on firewall and Proxy server settings of individual office networks.

22. How far back can I check my transaction history?

You may check up to the last 30 transactions made on your ez-link card.

23. Will additional charges be incurred if the customer is only checking his/her transaction records online?

Customers will still be able to enjoy the convenience of checking up to 30 past transactions on their ez-link card/s via the EZ-Online readers at no extra charges.

24. Why can’t I check beyond 30 transaction records?

The reader is reading off your ez-link card that holds only the last 30 transactions.

25. Does the Time shown in Transaction Record page the Boarding or Alighting time?

The time shown in the transaction record page refers to time of the passenger alighting from either a bus or MRT service.

26. Why can't I have the specific name of the merchant where I shopped on the transaction history?

This information is not stored on your ez-link card. To retrieve this information, the card holder will need to provide your transaction date and time, and amount, to PaymentLink for retrieval. You may wish to contact PaymentLink’s customer service at enquiry@paymentlink.com.sg with your request. Alternatively you could call PaymentLink at Tel:62386317.

27. How will the user be billed for topping up via EZ-Online or Top and Tap?

The top up amount and the convenience fee charges will be reflected as a whole in the customer’s credit or debit card bill at the end of the month.

28. Can I make a claim for wrongful deductions of public transport transactions?

If you are unsure that your public transport transactions have been charged correctly, you can still file a claim with TransitLink. There is a Transit Claim button on the EZ-Online micro site that allows you to make an online claim from TransitLink directly or you can visit www.transitlink.com.sg to make your online claim. Alternatively, you can call the TransitLink hotline at 1800 2255 663 to file for a claim.

29. I think I may have been charged wrongly for a trip. I would like to make a claim.

There is a Transit Claim button on the EZ-Online micro site that allows you to make an online claim from TransitLink directly or you can visit www.transitlink.com.sg to make your online claim. Alternatively, you can call the TransitLink hotline at 1800 2255 663 to file for a claim.

30. How do I file a claim or enquiry on payments made for non-transit purchases?

If you are unsure about a specific payment made for non-transit use, the card holder will need to provide your transaction date and time, and amount, to PaymentLink for retrieval. You may wish to contact PaymentLink’s customer service at enquiry@paymentlink.com.sg with your request. Alternatively you could call PaymentLink at Tel: 62386317.

Top & Tap FAQs

1. How do I top-up my card via Top & Tap?

All you need is access to the internet, log on to www.ezlink.com.sg and chose the options for Top & Tap function. Once you have keyed in the correct 16 digit ez-link CAN number of the ez-link card that you wish to top-up, you will proceed to make the top-up transaction via a credit card payment mode.

Once the transaction is approved, you will be notified. You will need to proceed to an AXS Station with your card, choose ‘Top up’ or ‘Services’, choose EZ-Link and click on Update and place your card on the reader.

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To find out AXS Station locations, please click here.

2. What if I key in the wrong ez-link card CAN number?

Please ensure that you have keyed in the ez-link card number accurately for the correct card to be updated.

3. How much do I have to pay for the top-up service?

The convenience charges implemented will be based on the following structure:

Top-up amount selectedConvenience fee
$5$0.25
$20$0.35
$55$0.55
$100$0.90

We have taken a tiered approach to charging the convenience fees, to ensure a fairer approach to the implementation of the convenience fee to cover 3rd party cost.