SmartWallet

Cessation of SmartWallet App FAQ

  1. When will the SmartWallet app cease?
  2. The SmartWallet app will cease on 30 September 2017.

  3. Why is StarHub ceasing the SmartWallet app?
  4. This is part of our ongoing efforts to constantly review and streamline our product offerings for customers.

  5. What will happen to the NFC Transit TriSim that I am currently using?
  6. You will still be able to use the NFC Transit TriSim for calls/ SMS/ data etc. The NFC EZ-Link purse balance in the NFC Transit TriSim is unaffected by the cessation of SmartWallet app. You may continue to use this NFC EZ-Link purse for retail and transit payments.

  7. How do I top up the NFC EZ-Link purse, check the balance and transaction history of the NFC EZ-Link purse without the SmartWallet app?
  8. You may use the EZ-Link app to top up, check balance and transaction history of the NFC EZ-Link purse.

    You may also top up the NFC EZ-Link purse at:

    a) General Ticketing Machine (GTM) at MRT stations

    b) Add Value Machine (AVM) at MRT stations

    c) Top-up Machine (TuM) at MRT stations

    d) DBS/POSB ATMs

    e) EZ-Online Reader

    f) EZ-Link Top-up machines that can be found at all PA Community Clubs

    g) The top-up feature in the EZ-Link Mobile App on your NFC handset

    Please note that a convenience fee may apply for some of the top up channels above. For the most updated list of channels to top up your NFC EZ-Link purse, please visit here.

  9. Who do I contact if I have enquiries on the NFC Transit TriSim?
  10. For issues related to SIM usage, such as replacement of lost or faulty NFC Transit TriSim, please contact StarHub Customer Service hotline at 1633.

    For enquiries on NFC EZ-Link purse, such as error in topping up or incorrect balance, please contact EZ-Link Customer Service hotline at 6496 8300 (Monday to Sunday, 8pm to 6pm, excluding Public Holidays)*.

    *Accurate as at 14 September 2017.

  11. What will happen to my NFC EZ-Link purse balance if I do not wish to continue using the NFC Transit TriSim?
  12. You may opt to switch to non-NFC SIM from StarHub. Please note that SIM replacement fee may apply.

    You are encouraged to use up the remaining value on your NFC EZ-Link purse. If you would like to get a refund, you may call EZ-Link Customer Service hotline at 6496 8300 (Monday to Sunday, 8am to 6pm excluding public holidays) or email EZ-Link at customerservice@ezlink.com.sg to arrange for an appointment to visit EZ-Link office. You will need to bring along the following items:

    (a) Your NFC handset

    (b) Your NFC SIM

    Please note that EZ-Link may require up to 21 days to process the refund.

FAQ for StarHub NFC Transit TriSIM

  1. What is NFC?
  2. Near Field Communication (NFC) is a short-range wireless communication technology that allows exchange of data between NFC-enabled devices. This technology enables you to make contactless payments, download information and transfer files wirelessly at close range.

  3. How is NFC useful to me?
  4. NFC leverages on the existing contactless infrastructure which is already available for retail payment. When enhanced onto a NFC supported mobile handset, it enables you with the added convenience of having a payment facility via the handset. For example, to make a payment using the NFC handset, simply tap your mobile handset at a contactless payment terminal at supporting retail outlets. You may also use it to tap and pay for your bus/MRT/LRT rides if you’re using one of the handsets approved for transit usage.

    StarHub leverages on NFC to introduce NFC Transit TriSIM to StarHub Mobile Postpaid customers.

  5. What is NFC Transit TriSIM?
  6. NFC Transit TriSIM is a Postpaid SIM preloaded with NFC ez-link purse. Customers with NFC Transit TriSIM and supported NFC mobile device will be able to make mobile payments for transit (bus/MRT/LRT) fares and also at brick-and-mortar stores accepting ez-link cards.

  7. Who can subscribe to StarHub NFC Transit TriSIM?
  8. StarHub NFC Transit TriSIM is available to all StarHub Mobile Postpaid customers. Please note that NFC Transit TriSIM is currently not available for BRN customers.

  9. Where can I get the StarHub NFC Transit TriSIM?
  10. Simply visit any StarHub Shop to replace your current SIM with StarHub NFC Transit TriSIM card. You will also be advised to purchase an NFC mobile handset if you do not have one. However, the use of NFC ez-link purse will be subject to the terms and conditions of the card issuer, EZ-Link Pte Ltd.

  11. How much do I have to pay to subscribe to NFC Transit TriSIM?
  12. There will be one-time SIM card fee of $37.45*.

No. Description One-Time Charges (inclusive of GST)
1 StarHub NFC SIM card charge $37.45*
2 SIMActivation charge $10.70*
3 NFC ez-link purse fee $0*^

* Fee may vary based on promotions.

^ Please note that the NFC ez-link purse comes with $0 stored value. You may top-up the NFC ez-link purse at DBS/POSB ATMs, EZ-Link top-up machines at MRT stations or by using EZ-Link app, which can be downloaded from Google Play Store.

  1. Who do I call for help for problems with NFC Transit TriSIM?
  2. If your problem is pertaining to:

    - NFC ez-link purse related enquiries (including transactions such as top-up and refunds), please contact EZ-Link Customer Service Hotline at 6496 8300, Monday to Sunday, 8am to 6pm excluding public holidays.

    - Handset and SIM card related enquiries (including lost handsets & SIM), please contact our 24-hour Customer Service Hotline at 1633.

  3. What do I need to do if I want to terminate the payment cards in my SmartWallet?
  4. For queries on termination of NFC ez-link purse, please contact Ez-link Customer Service Hotline at 6496 8300, Monday to Sunday, 8am to 6pm excluding public holidays.

  1. How does NFC work on NFC ez-link purse?
  2. With StarHub NFC Transit TriSIM card, you will be able to carry out cashless transactions at retail outlets which accept EZ-Link payment and also pay for your bus/MRT/LRT rides if you are using one of the handsets approved for transit usage. To make payments, simply tap on the payment terminal. The amount will be automatically deducted from the NFC ez-link purse. You are advised to download the EZ-Link app from Google Play Store to check the NFC ez-link purse detail and transaction history.

    Please refer to EZ-Link website for more info on NFC ez-link purse.

  3. Where can I use my NFC ez-link purse for payment?
  4. You can use the NFC ez-link purse preloaded in StarHub NFC Transit TriSIM to make transactions at all retail outlets or taxis that accept EZ-Link payment and for bus, MRT and LRT rides*. However, you are not able to use it for Electronic Parking, ERP or VEP.

    * Please note that bus/MRT/LRT payments can only be made using StarHub NFC Transit SIM on selected Android devices.

  5. How do I make payment with NFC ez-link purse?
  6. Ensure that NFC function of your supported NFC Android handset is switched on. On your device, select “Settings” > “NFC and sharing” > “NFC”*.

    *Steps may vary based on the handset model.

    Simply proceed to tap your handset on the payment terminal accepting NFC ez-link purse. For unsuccessful payments via NFC ez-link purse, please try again by switching on the NFC function of your handset.

  7. Can I use my existing NFC SIM to pay for bus/ MRT/ LRT rides?
  8. You need to have the new NFC Transit SIM and an NFC device approved for transit to do so.

    If the expiry date of your NFC ez-link purse is before 26 August 2020, please note that the SIM cannot be used for bus/MRT/LRT payments. It may only be used for NFC ez-link purse payments at retail stores and on taxis. You may check the expiry of NFC ez-link purse via the EZ-Link app.

  9. Where can I top-up the value on my NFC ez-link purse?
  10. You may top-up the NFC ez-link purse using the EZ-Link app. You may also top-up at:

    a) General Ticketing Machine (GTM) at MRT stations
    b) Add Value Machine (AVM) at MRT stations
    c) Top-up Machine (TuM) at MRT stations
    d) DBS/POSB ATMs e) EZ-Online Reader
    f) EZ-Link Top-up machines that can be found at all PA Community Clubs
    g) The top-up feature in the EZ-Link Mobile App on your NFC handset

    Please note that convenience fee may apply for some of the above top-up channels.

    For the most updated list of top-up channels to top-up your NFC ez-link purse, please refer to www.ezlinknfc.com  

  11. Is there a limit to the top-up amount for the NFC ez-link purse?
  12. Yes, the maximum amount that the NFC ez-link purse can hold at any time is $500.

  13. Is there an expiry date to the use of my NFC ez-link purse?
  14. Yes, there is a validity of 5 years for the use of the NFC ez-link purse. You may check the expiry date via the EZ-Link app.

  15. How do I check the balance on my NFC ez-link purse?
  16. You may check the balance on your NFC ez-link purse using the EZ-Link app.

  17. Where can I check the card number (“CAN”) of my NFC ez-link purse?
  18. You may check the CAN of your NFC ez-link purse using the EZ-Link app.

    You may wish to keep a record of your EZ-Link CAN which you can refer to, in the event that you lose your NFC handset.

  19. Can I view my transactions made using the NFC ez-link purse?
  20. Yes. You may view the transaction history using the EZ-Link app.

  21. Can my NFC ez-link purse be on EZ-Reload by Card or EZ-Reload by GIRO scheme?
  22. Yes, customers with NFC Transit TriSIM may contact EZ-Link to apply for EZ-Reload.

    Please note that EZ-Reload is only available for NFC ez-link purse expiring on or after 1 January 2021. You may check the expiry of your NFC ez-link purse via SmartWallet app.

    For more information on EZ-Reload, please visit http://home.ezlink.com.sg/home-ezreload.

  23. What happens to my NFC ez-link purse if I change to a new SIM card?
  24. If you change to a new SIM card, please note that the NFC ez-link purse in the old NFC SIM card will not be transferred to the new NFC SIM card which will contain a new NFC ez-link purse.

    You may contact EZ-Link to request for a refund of the remaining amount in your old NFC ez-link purse.

  25. Can I get the remaining value stored in my NFC ez-link purse back if I lose my NFC handset?
  26. In order to claim any remaining value stored on your NFC ez-link purse if you lose your NFC SIM, you are required to have registered with EZ-Link’s Activate! program via “EZ-Link” app.

    If you have registered as ‘Activate!’ member, you can contact EZ-Link hotline to block the NFC ez-link purse, and follow up with submission of a police report with regards to the loss of your NFC ez-link purse. Please note that should there be any usage of your NFC ez-link purse during the period which you have lost your NFC handset, you will only be refunded the balance from the date your NFC ez-link purse was blocked. Please refer to the Activate! program for more details.

    Should there be any value to be refunded to you, you will need to nominate a physical EZ-Link card or another NFC ez-link purse to transfer the remaining value to. The transfer of the balance to another card can be done by selecting “Update Your Card” option on My EZ-Link Mobile app.

  27. I do not want to use the NFC ez-link purse on StarHub NFC Transit TriSIM anymore. How can I get the refund of the remaining value back?
  28. We will encourage you to use up the remaining value on your NFC ez-link purse. If you would like to get a refund, you may call EZ-Link Customer Service hotline at 6496 8300 (Monday to Sunday, 8am to 6pm excluding public holidays) or email EZ-Link at customerservice@ezlink.com.sg to arrange for an appointment to visit EZ-Link office. You will need to bring along the following items:

    (a) Your NFC handset

    (b) Your NFC SIM

    Please note that EZ-Link may require up to 21 days to process the refund.

General Troubleshooting FAQ

  1. Scenario 1: You are making a retail purchase at a merchant outlet that accepts NFC ez-link purse payment. However, the cashier declines to accept payment by NFC ez-link purse as he/she is not familiar with this new payment product.
  2. You should gently inform the cashier:

    - that this is a new payment mode which is similar to ez-link card payment. The only difference is that there is no physical card. Instead, the payment facility has been embedded onto your mobile handsets.

    - Payment to the retail outlet will be made via ez-link transactions.

    Thereafter, a successful transaction is recognised by the receipt that is printed after the payment is made.

  3. Scenario 2: You are making a purchase at a merchant outlet that accepts NFC ez-link purse payments. However, the contactless payment reader is not detecting your NFC enabled handset after repeated tries.
  4. Attempt the transaction again by:

    - tapping your NFC supported handset at another angle

    - tapping your NFC supported handset at a varied distance

    - holding your NFC supported handset for 2-3 seconds at the contactless payment reader

    If the problem still persists, please make payment via another method.