01. What can my concession / ez-link card do?
In addition to paying for MRT and bus fares, you can use your concession / ez-link card to pay for food, cinema tickets, develop your photo prints and at other retail outlets. You can also use your concession / ez-link card to make payments at online merchants for purchases.
The Paymentlink system will include a loyalty programme, which is coming soon to enhance your experience when using your concession / ez-link card for payment.
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02. How do I know which retail shop or restaurant will accept payment by concession / ez-link card?
All Paymentlink merchants will have a Paymentlink reader and sticker prominently displayed at their shop entrance or at the check-out counters.
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03. Where can I use my concession / ez-link card for non-transit payments?
Please refer to our merchants listing for merchants' outlets.
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04. I have damaged my concession / ez-link card. How can I get it replaced?
You will be required to buy a new concession / ez-link card at ticketing offices of TransitLink. Ticketing offices are located at all MRT stations and bus interchange.
The last record of the remaining stored value on the damaged card, as recorded in the computer system, will be written to the new card. Premium cards will be retained if remaining value has been transferred.
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05. What should I do if my concession / ez-link card is lost or stolen?
If your lost/stolen concession / ez-link card is GIRO-linked, please call TransitLink hotline at 1800-2255663 to report the loss immediately. The card will be invalidated within 48 hours and the remaining value and deposit in the lost card will be refunded directly to your bank account within 2 weeks from the date of reported lost.
If your lost stolen concession / ez-link card is not GIRO-linked, you will need to purchase a replacement concession / ez-link card at the MRT Ticket Sales Office or bus interchange.
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06. Where and how can I top-up my concession / ez-link card?
You can top up your concession / ez-link card at the MRT Ticket Sales Office at the MRT Stations, the General Ticketing Machines (GTM) or the Add Value Machines (AVM) located at all MRT Stations and Bus Interchange.
Alternatively, you can also have your cards GIRO-Linked at any GTMS at the MRT Stations. Your GIRO-linked concession / ez-link card will automatically top-up to a pre-determined value when the stored value falls to zero or below when it is used on buses, the MRT or LRT.
The following Paymentlink merchants also have top-up facilities:
Earn EzR points when you top-up your concession or ez-link card at following
Paymentlink merchants:
- 7-Eleven*
- I-ECON*
- Republic Polytechnic (Booklink Pte Ltd)
- PLMGS (Pacific Bookstores Pte Ltd)
* A convenience fee is levied for the service.
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07. What if my transaction cannot go through?
The Paymentlink system has been put through extensive user testing prior to public deployment. Rigorous tests are carried out, from the point-of-sale terminals, all the way through to our transaction processing servers.
However, in the unlikely event that an concession / ez-link card payment transaction cannot be completed, the customer is still able to pay for his purchase using cash.
If your card is not able to transact (for payment), consumers are advised to bring their concession / ez-link card to the ticketing offices of TransitLink for checking. TransitLink ticketing sales offices are located at all MRT stations and bus terminals.
Membership cards - please refer to your association or organisations.
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08. What if the terminal deducts the wrong amount from my concession / ez-link card?
As the point-of-sale system is fully integrated, the amount deducted from the concession / ez-link card is directly tied to the amount reflected on the "amount payable" on the reader. As the consumer payment transaction systems have been put through extensive user testing prior to public deployment, this is not likely to occur.
However, in the unlikely event that an erroneous deduction has been made, consumers can complete the Claims form from the outlets. All efforts will be made to work with the merchants and jointly investigate and refund the customer where applicable.
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09. The Paymentlink card reader had deducted from my card twice. Will I be entitled to a refund?
The Paymentlink system has to be activated by the cashier and the systems has been through extensive user testing prior to public deployment. Such a scenario should not arise in the ordinary course of usage.
Should you have any doubts about your payment, please call the Paymentlink customer service hotline at 6238 6317.
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10. Will receipts be issued?
Yes, receipts will be issued upon request.
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11. Can I get a refund for ez-link purchases?
Refund direct to the concession / ez-link card is not available at the moment. Subject to merchant's refund policy, customers can get refunds from the merchant directly.
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12. Can I make a partial payment with the concession / ez-link card?
The policy on partial payment with the concession / ez-link card will vary from merchant to merchant.
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13. Can I use more than one concession / ez-link card to pay for my purchase?
The policy varies from merchant to merchant.
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14. Is there a limit to how much I can spend using my concession / ez-link card?
There are two limits that can be set for a concession / ez-link card.
First, there is the physical stored value limit. Currently, this is set at S$500.
Second, there is the payment transaction limit, which is individually determined by our partner merchants.
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15. I have a concession pass. Can I use it to pay for my purchases in retail outlets?
Yes, concession passes can be used for payment in transit (such as bus and MRT) and non-transit payments (such as at fast food restaurants, bookshops etc).
However, if your card is GIRO linked, you will not be able to use it for non-transit payments.
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16. What is the expected impact on the speed of queues?
How much faster will lines using the ez-link payment terminal move?
Typically, an ez-link transaction completes within 1 to 2 seconds.
We expect this quick and simple payment process to shorten time spent in the queues, and positively enhance the customer's consumer payment experience.
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17. When is the ez-link card not accepted?
While the majority of ez-link card users should enjoy a smooth consumer payment experience, the following categories of cards are not accepted with the ez-link payment terminals:
- Single trip Cards
- Selected Corporate Cards
- Park N Ride Cards
- Cards that have not been activated with stored value
- Giro-linked Cards
At this present time Giro top-up enabled concession / ez-link card(s) will not be accepted at retail outlets. If you wish to use these cards at the retail outlets, you would have to disable the concession / ez-link cards from your bank Giro top-up facility.
But by doing so, you will not enjoy the convenience of auto top-ups at transit terminal. Such is the procedure to prevent fraud and theft of your Giro-link cards.
However, if you hold one of the credit card link Auto Top-Up cards that was activated before Sep 2007, please kindly proceed to the General Ticketing Machines at MRT stations to do a cash top-up before using it at our partners.
Apart from the above, the following are issues affecting concession / ez-link cards and which may prevent them from being accepted for consumer payments. They are:
- Customers using Cards with insufficient funds
- Customers using faulty Cards
- Customers using expired Cards
- Customers using blacklisted Cards which can be due to several reasons
e.g. the concession / ez-link card has been reported as lost.
For the above cards, consumers are advised to bring their concession / ez-link card to the ticketing offices of TransitLink. Ticketing offices are located at all MRT stations and bus interchange.
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18. Where can I buy premium ez-link cards?
Premium ez-link cards are limited. If you are interested in any collection, please contact our Customer Service at (65) 6238 6317.
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19. Why was my bank GIRO top-up enabled concession / ez-link card(s) accepted up until now and this restriction is imposed?
From 1 November 2004 onwards, concession / ez-link card(s) that have GIRO-link are accepted for payment of public transport and selected school canteens. Retailers and merchants will not accept GIRO-linked enabled concession / ez-link card(s). This is to protect the interests of GIRO-linked enabled concession / ez-link cardholders and TL. Reasons as follows:
When a GIRO-linked enabled concession / ez-link card is lost, the
cardholder becomes liable for the amount used and any auto top-ups on the card by persons who may have found the card until a loss report is made. Even after the loss report, the cardholder is held liable for a further S$10 while TransitLink (TL) will bear the risk for the remaining value on the card until the card is blocked from use. As the amounts that can be used in the retail sector is significantly higher than that in public transport, TL cannot continue to be exposed to this liability. In the interests of all parties concerned including the customer, GIRO-linked enabled concession / ez-link card(s) will not be accepted for non-public transport payments.
To continue our efforts to make payment with the concession / ez-link card convenient and easy for you, the Paymentlink system is being extended and additional top-up solutions will be integrated shortly (such as a GIRO top-up system coming soon) .
This is to ensure that concession / ez-link cardholders continue to enjoy the seamless benefits of auto top-up in both the transit and non-transit environment. In the meantime, GIRO top-up customers can still enjoy using these cards for travel on public transport.
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20. Will the Paymentlink system be able to accept bank GIRO top-up enabled concession / ez-link card(s) in the future? When will this be available?
The Paymentlink system is being adapted for several modes of top-ups and GIRO based top-ups are under consideration.
When the Paymentlink system is able to accept GIRO based top-ups there will be a formal announcement.
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21. Where can I use my bank GIRO top-up enabled concession / ez-link card(s) now?
In the meantime, bank GIRO top-up customers can still enjoy using these cards for travel on public transport.
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22. What can I do to use my bank GIRO top-up enabled concession / ez-link card(s) at the retail outlets?
At this present time GIRO top-up enabled concession / ez-link card(s) will not be accepted at retail outlets. If you wish to use these cards at the retail outlets, you would have to disable the concession / ez-link cards from your bank GIRO top-up facility. But by doing so, you will not enjoy the convenience of auto top-ups at transit terminals.
To De-Activate bank GIRO top-up
This can be done at any GTMs. Under normal circumstances, this process takes effect immediately so you can use your concession / ez-link card for non-transit payment as well.
Your deactivation request will be approved only after you have settled any outstanding amount due to TransitLink or the request is made more than 4 days from your last auto top-up. For more information, please refer to TransitLink website at www.transitlink.com.sg
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23. Am I able to do an auto top-up of my concession / ez-link cards either via bank GIRO or Auto credit card top-up facility at retail outlets?
Currently, you would not be able to do auto top-up of your Giro-linked or Credit card linked cards at the retail outlets.
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