FAQs for EZ-Online EZ-Online website

Q1: What is EZ-Online?

EZ-Online is a new service developed by EZ-Link to bring greater convenience to ez-link cardholders by enabling them to check and print ez-link *card details and up to the last 20 transaction records. By August 2006, EZ-Online users can also top-up the value of their ez-link cards using a VISA credit or debit card over the internet in a safe and secure manner.  This is currently available on the EZ-Link website at www.ezlink.com.sg

And by November 2006 (please refer to the website for any update), EZ-Online will also have the capability to bring more benefits to users, **such as online shopping, making payments for music downloads, e-Games and other internet entertainment content.

*Card details will show the card status, expiry date and remaining value of the ez-link card. Transaction records will show date, time, bus/train details, transaction amount made . Cards could also come in other form factors like an ez-link enabled key-chain or watch in future.
** Please note Giro and Auto Credit Card enabled cards cannot be allowed for online shopping and payments at the moment but can be used for top-ups on demand and downloading of ez-Coupons on demand. For more enquiries on this please contact QB's customer service at feedback@qb-link.com with your request. Alternatively you could call QB at Tel: 6335-2899.
Q2: How does the EZ-Online system work?

This is an Internet-based system that enables transactions between the ez-link card, the Sony PaSoRi Contactless IC reader (RC-S320) and the EZ-Link system using Java open technologies.

Q3: 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.
Q4: What do I need to use EZ-Online?
Almost anyone can use EZ-Online, you just need to have:
•  PC with internet connection (dial-up or broadband)
•  Microsoft Internet explorer 6.0 and above
•  Microsoft Windows 98 / ME / 2000 / XP / Server 2003 (32 bit).
•  ez-link cards: cards sold over the counter as well as concession cards. Please note that Standard Ticket and Park & Ride Ticket cannot be used
•  Sony PaSoRi Contactless IC card Reader/Writer RC-320
   
Q5: Is PaSoRi the only card reader that can be used for EZ-Online?

Currently the only reader available for EZ-Online in Singapore is PaSoRi. However, if there are other reader manufacturers that are interested to work with EZ-Link to develop similar readers for EZ-Online, we would be open to consider those options.

Q6: How much is a PaSoRi Reader?

The recommended retail price of Pasori is S$49, inclusive of GST. It comes bundled with some free software. One of which is a program when used with the PaSoRi Reader and an ez-link card, can lock the access to the user's computer.

Q7: Where will the PaSoRi readers be sold?

It would be made easily accessible at various sales locations throughout Singapore. Sales locations can be found on the website: http://www.ezlink.com.sg/sony_pasori_sales.htm

Q8: Is there a warranty on the reader?
  Yes there is. The warranty from Sony is for one year from date of purchase with a one-to-one exchange for faulty reader while under warranty.
 
Q9: 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.

Q10: How do I install the PaSoRi 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 PaSoRi reader and play.

Q11: How do I get help on installing the reader?

If you require further assistance regarding installation of PaSoRi software, please visit the Sony support website http://www.css.ap.sony.com or please call 6544 8803 (Hotline) or email enquiry.rme@ap.sony.com

Q12: How can I know more about the PaSoRi reader?

If there are any questions on the product, please visit: http://www.css.ap.sony.com

Q13: I have followed the instructions to install EZ-Online, how come I am not able to access the EZ-Online web page and see a blank page with a small cross in the upper left hand corner? (See picture below).
 
This problem is associated with ver 1.0 installation disc and only occurs if you re-install the software on the same PC or laptop.
Please copy the EZLINK directory from the CD-ROM and to your C:\. Drive. Then close your internet explorer windows and try again.
If the problem persists, please visit the Sony support website http://www.css.ap.sony.com for further assistance.
   
Q14: Why does the EZ-Online screen keep blinking ‘Card reader disconnected' after I have installed the programme, and plugged in the PaSoRi reader and launched the EZ-Online micro site? (See picture below)
 
If your PaSoRi reader is securely plugged into the USB port of your PC and the screen still flashes ‘Card reader disconnected' it means that you have inadvertently tried to launch the EZ-Online micro site twice. And it is on the 2nd window that will flash the above message. Just close window.
   
Q15: Why does my PC/ laptop prompt me to install new hardware even though I have successfully installed the software previously? (See picture below)
 
This occurrence happens when you have plugged in the reader into a different USB port from the first time you have installed the software. Just follow the prompting of your PC/ laptop by pressing the ‘Next' button to complete the process and you will be able to use the reader from that USB port.
   
Q16: I am trying to access EZ-Online from my office, why can't the PaSoRi reader read my ez-link card details / transaction history after I have successfully installed PaSoRi 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.
   
Q17: How can I top-up my ez-link card? / What modes of payments are available for me to top-up my ez-link card?

We will launch the top-up service using VISA credit and debit cards for a start. We are currently exploring other means of top up – e.g. via bank account.

   
Q18: How soon will I be able to top-up my ez-link card using a bank account?

We are currently exploring other means of top up – e.g. via bank account. The proper announcements will be made once our negotiations are concluded.

   
Q19: Do I have to pay for top up of ez-link card?
  During the introductory phase, the fee for topping up via EZ-Online will be waived. However in the future, there will be a convenience fee.
   
Q20: How much do I have to pay for the top-up service?

The costs have not been fixed yet. However, since this service is meant to benefit the users, the costs will be small compared to the convenience that users will enjoy. It will be benchmarked against other top-up fees that are currently charged at other convenient channels.

Q21:

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$100.00
Q22: Is there a limit to the number of top-ups to my ez-link card I can perform per day using EZ-Online?
  No there isn't a limit to the number of top-ups you can perform per day on your ez-link card.
Q23: What are the types of ez-link cards I can top-up using EZ-Online?
  You can top-up all types of ez-link cards : those sold over the counter as well as concession cards inclusive of GIRO and Auto Credit Card enabled ez-link cards. Please note however that Standard Ticket and Park & Ride Ticket cannot be used.
Q24: 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.
   
Q25: 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.
   
Q26: Why can't I top-up my ez-link card via EZ-Online?
  Your card may be faulty or may have been blacklisted due to an outstanding amount owed (for GIRO and Auto Credit Card enabled ez-link cardholders) or you may have reported your ez-link card lost previously. Please proceed to the nearest TransitLink Ticket Office to verify what the problem is.
   
Q27: 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.
   
Q28: 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.
   
Q29: Why can't I seem to click on the ‘Update' button even after the authorized amount has been approved?
 

This will only typically happen when you have not clicked on the ‘Update' button immediately after your authorization for the top-up has been approved by your credit/debit card's issuing bank.

Ther are 3 possible scenarios:
Scenario 1)
In between your approved authorization and the updating onto your ez-link card you had performed another top-up via other channels which results in the inability to top-up the authorized top-up amount in question as it would exceed the S$100 maximum amount that the ez-link card can hold.

The solution is to decrement the monies on the ez-link card to the level by which you can then ‘Update' the card with the approved amount and the total value of the ez-link card to be below S$100

Scenarios 2 and 3)
In between your approved authorization and the updating onto your ez-link card had expired or was blacklisted.

For scenarios 2 and 3, please contact our customer service for assistance at ezonline@ezlink.com.sg .You will need to provide your ez-link card number and the estimated date/time of submitting your top-up details.
   
Q30: What if the top up transactions fail, and yet my credit card gets deducted?
 

Please contact our customer service for assistance at ezonline@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. 4569-xxxx-xxxx-1234), the top-up amount in question, the approximate transaction time and date and your contact details like email and telephone number.
   
Q31: How far back can I check my transaction history?
  You may check up to the last 20 transactions made on your ez-link card.
   
Q32: Can I print my transaction history?
  Yes you can, up to the last 20 transactions as recorded on your ez-link card.
   
Q33: Why can't I check beyond 20 transaction records?
  The reader is reading off your ez-link card that holds only the last 20 transactions.
   
Q34: 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.
   
Q35: Why are there 2 transactions with the exact same date and time?
 

This occurs when the first of the 2 transactions was that of a bus transaction that you did not exit-process or tap your card properly upon alighting that bus.

The first transaction record reflects that full fare deduction of your previous trip. The second transaction record that appears is the correct transaction for your currently or new journey .
   
Q36: 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 QB Pte Ltd for retrieval. You may wish to contact QB's customer service at feedback@qb-link.com with your request. Alternatively you could call QB at Tel: 6335-2899.
   
Q37: What is EZLA?
  EZLA is a reference code that denotes you have made a top-up transaction using the EZ-Online Facility.
   
Q38: What is IF-L?
  IF-L is a reference code that denotes you have made a top-up or payment transaction at a TransitLink Ticket Office, Add Value Machine or the General Ticketing Machine.
   
Q39: What is SMRT?
  SMRT is a reference code that denotes you have made either a top-up at a SMRT Passenger Service Station or when your ezlink card is presented at a SMRT station train gantry.
   
Q40: What is TIBS?
  TIBS is a reference code that denotes you have made a payment transaction on a SMRT bus.
   
Q41: What is SBS?
  SBS is a reference code that denotes you have made a payment transaction on a SBSTransit bus.
   
Q42: What is NEL?
  NEL is a reference code that denotes you have made either a top-up at a SBSTransit Passenger Service Station (on the North East Line) or when your ezlink card is presented at a SBSTransit MRT station train gantry.
   
Q43: What is BP?
  BP is a reference code that denotes you have made a payment transaction at a Bukit Panjang LRT station.
   
Q44: What is SKG?
  SKG is a reference code that denotes you have made a payment transaction at a Sengkang LRT station.
   
Q45: What is QBLA?
  QBLA is a reference code that denotes you have made a top-up transaction at a merchant that is acquired by QB e.g. at 7-11.
   
Q46: What is QBME?
  QBME is a reference code that denotes you have made a payment transaction at a merchant that is acquired by QB e.g. at 7-11, McDonalds.
   
Q47: What is CHME?
  CHME is a reference code that denotes you have made a payment transaction at a school acquired by Chowiz e.g. at a school canteen or bookshop.
   
Q48: 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.
   
Q49: 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.
   
Q50: 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 QB Pte Ltd for retrieval. You may wish to contact QB's customer service at feedback@qb-link.com with your request. Alternatively you could call QB at Tel: 6335-2899.