SINGAPORE – The SimplyGo app became less responsive and users were unable to use some of its features on Jan 10, a day after the authorities announced that older adult ez-link cards must be upgraded to the SimplyGo platform for fare payments from June.
Updated versions of the app became available for download on the evening of Jan 10.
In response to questions from The Straits Times, a spokesperson for the Land Transport Authority (LTA) said late on Jan 10: “The surge in transaction volume resulted in the app becoming less responsive. TransitLink is working to resolve this and has enhanced the app further to address the issues. The new updated app can now be downloaded from the Apple and Android app stores.
“We apologise for the inconvenience.”
TransitLink, an LTA subsidiary, is listed as the developer of the SimplyGo app.
On Jan 10, some users also faced difficulties in upgrading their ez-link cards to the SimplyGo system at SimplyGo ticket offices and ticketing machines at MRT stations and bus interchanges.
The problem persisted into Jan 11, with the SimplyGo Facebook page continuing to draw complaints from those who failed to upgrade their cards.
The LTA spokesperson told ST on Jan 11 that it has been working with its vendors to improve its backend systems to handle more upgrades.
“Commuters who were unsuccessful in upgrading their cards can approach SimplyGo ticket offices or ticketing service centres for assistance,” said the spokesperson.
From June 1, passengers will not be able to use older ez-link cards that are not compatible with SimplyGo or Nets FlashPay cards to pay for their fares on public buses and trains.
Passengers have until Aug 31 to upgrade their older ez-link cards at SimplyGo ticket offices, ticketing service centres and ticketing machines at rail stations and bus interchanges, LTA announced on Jan 9.
As early as the morning of Jan 10, users took to SimplyGo’s Facebook page with complaints about issues they faced in registering for an account, resetting passwords or accessing other features on the app.
As at 7pm on Jan 11, there were more than 150 comments on SimplyGo’s Facebook post.
The SimplyGo app lets users top up their cards, receive notifications on their fares and balances, and block further transactions if the cards are misplaced.
With SimplyGo, fares charged are not displayed on the fare reader.
After repeated tries on the afternoon of Jan 10, ST could not access the app or sign in to the SimplyGo website.
The app issue was resolved after downloading the updated software at 11.30pm, although the app and SimplyGo website still carried a message advising users that functions may be affected because of the “overwhelming” number of app downloads. This advisory was no longer there by the afternoon of Jan 11.
Over at rail stations and bus interchanges, the surge in passengers upgrading their cards at ticketing machines had caused the machines to be less responsive, said LTA.
Automotive industry consultant Say Kwee Neng said he managed to upgrade his ez-link card on Jan 10 at Upper Thomson MRT station after switching to a second ticketing machine, as the screen on the first machine he used froze before the upgrading process could be completed.
The 57-year-old added that it took more than five minutes to get his ez-link card upgraded. ST, however, managed to upgrade an ez-link card in less than a minute at around 10.50pm on Jan 10 at Stevens MRT station.
Facility management purchaser Toh Yong Soon, 48, started using a SimplyGo-compatible ez-link card and the app six months ago.
He said the app was unresponsive on Jan 10, and he did not get notifications on his fare transactions.
“I’ve been travelling blind the whole day, not knowing the fare,” Mr Toh said.
He added that when he was at Bugis MRT station at noon on Jan 10, he saw two men walk away from the ticketing machine after they failed to upgrade their ez-link cards.
As at December 2023, there were 2.6 million adult fare transactions done on SimplyGo daily, compared with 1.5 million such transactions made using ez-link and Nets FlashPay cards.
Some commuters who switched to SimplyGo can collect cards that use old ticketing system from March 18 to June 30
SINGAPORE — Some commuters who got SimplyGo cards between Jan 9 and 22 will now be able to get a new card that uses the old ticketing system. The collection period will be between March 18 and June 30, the Land Transport Authority (LTA) said on Wednesday (Feb 28).
Card collection for eligible commuters will be scheduled based on the last digit of their SimplyGo Ez-link card identification number.
This follows the decision to extend the old ticketing system until at least 2030 rather than fully adopting the SimplyGo system for adult fares as originally planned.
Commuters can obtain the new cards that use the old "card-based ticketing system" at any of the 44 SimplyGo ticket offices available island-wide, LTA said.
"About 290,000 adult cards (SimplyGo Ez-link and Nets Prepaid) and 67,000 concession cards users are eligible to receive new (card-based ticketing) cards," LTA said.
HOW TO COLLECT NEW CARDS
Commuters unsure of their eligibility can check by keying in their 16-digit SimplyGo Ez-link card identification number found on the back of their card via the SimplyGo website.
Eligible commuters will be able to collect their cards on a scheduled date determined by the last digit of their SimplyGo card.
This collection system will be used to ensure a more organised collection process with shorter waiting times, and avoid overcrowding, LTA said.
Commuters unable to collect their cards on the allocated dates may visit a ticket office at a time of their choosing from April 29 to June 30.
Longer queues and waiting times are to be expected during the morning and evening peak hours of 8am to 9.30am and 5pm to 7pm.
Commuters are also reminded to take along their SimplyGo card for verification during card collection, LTA added.
Concession card holders, including seniors, who got their SimplyGo cards on or before Jan 22 will have a replacement card sent to their registered addresses between April 1 and May 31.
"There is sufficient stock of card-based ticketing Ez-link cards and eligible commuters are encouraged to adhere to their allocated collection dates," LTA said.
Commuters who bought the Nets Prepaid card between Jan 9 and 22 will be able to collect a free Nets FlashPay card from April 1 to June 30 at any of the 44 SimplyGo ticket offices.
WHAT LED TO POSTPONEMENT OF SIMPLYGO
SimplyGo was introduced in 2019 by LTA to offer a range of digital ticketing and e-payment options for transit.
It allows cardholders to view fare history and top-up card balance on-the-go via a mobile application.
The plan to fully adopt the SimplyGo payment system for adult fares by June 1 was announced on Jan 9 by LTA.
However, on Jan 22, a decision was made to postpone the planned change to at least 2030 after LTA said that it would try to iron out concerns raised by commuters.
These included the inability to view the card's balance amount and the fare deducted at card scanners.
Commuters were also concerned about the delays they faced in trying to upgrade their Ez-link cards to SimplyGo-compatible cards during the initial two-week period.
In an apology to the public on Jan 26, Transport Minister Chee Hong Tat called the move to phase out EZ-link cards for SimplyGo cards a "judgement error".
LTA had underestimated commuters' "strong preference" to be able to see fare deductions and card balance information at scanners on buses and at MRT fare gates.
https://www.todayonline.com/singapore/commuters-switch-simplygo-jan-get-new-cards-old-ticketing-system-lta-2371936
Overcharged by SimplyGo when different devices are used on each leg
I want to highlight an issue that may not be commonly known or well appreciated among SimplyGo users, which underscores the need to improve the final product before it is made the de facto mode of public transport payment for everyone.
With the recent increased public interest in SimplyGo, I downloaded the SimplyGo app in January to start monitoring the breakdown of my travel expenses. I am thankful that I did, but for all the wrong reasons.
On reviewing the fare expenses from Jan 20 to Feb 8, I discovered that there were 19 instances where SimplyGo had overcharged me on my credit card, essentially doubling or even tripling the maximum fare charged to me, depending on how many modes of transport – bus and MRT – I had used and completely ignoring the distance-based fare principle.
This was alarming, considering that I have been using linked credit card payments to pay for public transport fares for years.
The issue surfaces within a given trip when a different mobile device is used to pay for a fare, regardless of whether the device is linked to the same credit card or not.
So while the physical credit card or a linked iPhone or Apple Watch may all be valid payment modes, alternating between any of these modes within a single trip would result in separate charges for each leg of the trip.
As the fare reader is unable to determine the end-to-end origin and destination, each leg is charged the maximum charge. My only recourse is to write in to request reimbursement for those limited transactions I am able to access via the app.
This issue may also be impacting many others.
SimplyGo needs to address this, as most commuters may assume that the mode of payment device should not impact the final fare as long as it is linked to the same payment mode, that is, the same credit card.
Commuters should be either explicitly informed about this, or the device payment should be made seamless. Otherwise, this “bug” in overcharging could be inflating costs for commuters.
Ernest Wee Wen Liang
https://www.straitstimes.com/opinion/forum/forum-overcharged-by-simplygo-when-different-devices-are-used-on-each-leg
$40m Chee Hong kia tio chao kan by Sinkie podcasters 9696
https://gutzy.asia/2024/01/25/netizen-challenges-minister-chees-claims-on-transport-fare-display-in-hong-kong
TKL gave SimplyGo a thumbs up!
Now that LTA has shelved plans to replace EZ-Link and NETS FlashPay, here's which cards can be used where.
LTA you best lah 🤭
Commuters no longer need to switch to SimplyGo as LTA U-turns on move to replace older ticketing system
• Commuters who bought or converted to SimplyGo cards between Jan 9 and 22 can switch back to an EZ-Link card for free
• The older EZ-Link system allows commuters to see their fare deductions and card balances at fare gates and bus card readers
• "I apologise on behalf of MOT and LTA for the delays commuters experienced when they tried to convert their existing EZ Link cards," says Transport Minister Chee Hong Tat
SINGAPORE: Commuters will no longer be made to switch to the SimplyGo payment platform for public transport, as the Land Transport Authority (LTA) has reversed a decision to phase out the older ticketing system following complaints.
The government will spend an additional S$40 million so that commuters can continue to use EZ-Link cards and NETS FlashPay cards if they wish to, Transport Minister Chee Hong Tat announced on Monday (Jan 22).
Those who have upgraded to a SimplyGo EZ-Link card may exchange it for the previous EZ-Link card for free if they prefer to use the older ticketing system.
Announcing the decision on Monday, Mr Chee acknowledged the concerns of commuters who want to see their fare deductions and card balances when they tap out at fare gates and bus card readers. They are currently not able to do so using SimplyGo cards.
Explaining why this is the case, LTA said on Jan 12 that while it is "technically possible", it would take a "few seconds" for fare gates and bus readers to obtain and display the card balance and deduction information from the backend system. This would, in turn, slow down the entry and exit for commuters.
"I have discussed your feedback and concerns with MOT (Ministry of Transport) and LTA," Mr Chee said in a Facebook post.
"We have decided to extend the use of the current CBT (card-based ticketing) system for adult commuters, and not to sunset the system in 2024 as originally planned.
"We will spend an additional S$40 million so that commuters can continue to use EZ Link cards and NETS FlashPay cards if they wish to."
FREE EXCHANGE OF CARDS
Adult commuters who have purchased a SimplyGo EZ-Link card, or converted their EZ-Link cards to SimplyGo EZ-Link cards between Jan 9 and Jan 22, now have the option to switch back to the previous card for free.
Concession cardholders who received a SimplyGo-compatible card or converted their cards to SimplyGo on or before Jan 22 can also exchange their card for free, if they do not wish to continue using SimplyGo cards.
This group includes seniors, students, Workfare Transport Concession cardholders and people with disabilities, said LTA.
More details on the card exchange will be available by the end of February.
"We seek commuters’ understanding that we require some time to prepare our operations for the card exchange, to minimise inconvenience to commuters," LTA added.
The SimplyGo platform was introduced in 2019, which enables commuters to use contactless bank cards as their travel card on public transport.
LTA had planned to phase out the older ticketing system from Jun 1 this year in favour of SimplyGo, noting that around two-thirds of adult public transport fares are currently paid through SimplyGo EZ-Link cards or bank cards.
The legacy card-based ticketing system for adult commuters is also nearing the end of its operational lifespan, LTA said earlier this month.
Mr Chee said on Monday that he has tasked LTA to study ways to enhance the features and improve the user experience for account-based ticketing cards – which include SimplyGo and bank cards.
He added that in particular, the authority will look at possible solutions for such cards to display fare deductions and stored value card balances at fare gates and bus card readers.
BENEFITS OF ACCOUNT-BASED TICKETING CARDS
Despite its shortcomings, account-based ticketing (ABT) cards like SimplyGo have their benefits, said the Transport Minister.
For instance, if a commuter misplaces the card, the balance can be protected because the value is stored in the user's account. "Whereas if they lose a card-based ticketing card, the value stored in the card will be lost," Mr Chee noted.
"Some people buy ABT stored value cards for their family members, so that they can top up the value more conveniently using the SimplyGo app," he added.
Such cards have become more popular, Mr Chee said, with about 40 per cent of adult commuters now using bank cards or mobile wallets.
The minister also apologised for the delays commuters experienced when they tried to convert their existing cards to SimplyGo ones.
In the days after LTA's initial announcement to phase out the legacy EZ-Link system, some commuters told CNA that they encountered hiccups in the upgrading process.
A surge in transaction volumes caused the SimplyGo app and ticketing machines to be less responsive, said LTA at the time.
Last Friday, a free exchange service for those looking to swap their NETS FlashPay cards for the NETS Prepaid Card was not available. The SimplyGo upgrade feature was also "temporarily unavailable" at some ticketing machines on Saturday.
“I apologise on behalf of MOT (the Ministry of Transport) and LTA for the delays commuters experienced when they tried to convert their existing EZ-Link cards. This could have been avoided with better preparation,” said Mr Chee.
"LTA has worked to address this issue. It has updated the SimplyGo app and speeded up the card conversion process."
https://www.channelnewsasia.com/singapore/simplygo-ezlink-card-lta-u-turn-free-exchange-40-million-4064446
Now you SIMPLY can't upgrade to SimplyGo at a ticketing machine even if you want to, Sinkies song boh?
Food for thought.
Singaporeans Speak on the Not-So-EZ Transition to SimplyGo
Confusion ensued after the Land Transport Authority (LTA) announced that bus and train payment cards must be upgraded. Come June this year, those with adult EZ-Link cards and NETS FlashPay cards will be left hanging at the gantry. Commuters must either upgrade to SimplyGo EZ-Link cards or exchange them for NETS Prepaid cards to ride.
Commuters questioned the benefits of the switch to the SimplyGo system. They pointed out that a card balance is not displayed at the MRT fare gate under the SimplyGo system, which is a hassle for those who plan their budgets down to a tee.
Some raised valid concerns about whether the new system could have been more friendly to less tech-savvy seniors. While the new system arrives with a wider range of services, those services are accessed via yet another companion app for commuters to keep up with.
Others who’ve long abandoned EZ-Link cards in favour of contactless debit and credit cards (or smartphones and smartwatches) don’t really care—nothing’s changing for them, after all.
Regardless of how you feel about the impending upgrade to SimplyGo, one thing remains clear: This was one confusing ride.
“The SimplyGo system doesn’t show you your card balance. And if too many people ahead of you at the gantry are on SimplyGo, it’s difficult to tell whether the fare gate is registered because it says the same thing on the gantry screen. There’s no changing card balance, so you don’t know you tapped out.
The new system seems streamlined to the point of inconvenience. The old EZ-Link system worked fine. Sure, it needed a few cosmetic upgrades. But this overhaul, with its app and streamlined system, feels like it’s trying to be advanced for the sake of it without considering the daily commuter in mind.” – Isaiah, 27
“Maybe it’s just the neurodivergent need to see things laid out in front of me; if not, I’ll completely lose track or forget about its existence. I’m the kind of person who needs to go through the physical motions of adding money to my transport card to monitor how much I’m spending on transport.
Simply not having my balance shown when I tap in and out of rides becomes an increased inconvenience because I end up boarding the bus without any remaining balance on my card, which could’ve been easily prevented if I could, y’know, see how much money I have left.
And before anyone says I can just pay via the SimplyGo app, just how many apps—ones with only one purpose—do you have on your phone? What a waste of space.”– Adrianna, 28
“It doesn’t affect me because I use contactless payment for everything. It says SimplyGo whenever I’m at the fare gate, so I’m used to it already.
For those without credit cards, I can see why it would be tricky for them. The SimplyGo system requires a… different form of financial planning because the card values are not shown immediately.” – Eleanor, 29
“SimplyGo can actually track movements because my card is connected to my dad’s account. The app literally updates my dad where I went, where I alighted, and how much my fare is.
Once, I went to Plaza Singapura, and my dad questioned me the moment I came back. I know he can go to the SimplyGo app to double confirm if I am telling the truth about my whereabouts. It feels worse knowing that he can track my movements via the app. There’s literally no privacy!
The app updates in real-time as well. When my sister comes home from work, my dad can check the time she boards the bus. Sometimes he’ll go: ‘Oh, she’ll be back soon. She just boarded the bus.’ It’s so creepy.
Sometimes, I’ll use my bank card to pay for trips instead, pretending that I’ve forgotten to bring my SimplyGo EZ-Link card out.” – Miss S, 26
“This transition to the SimplyGo system was not carried out properly. The announcement was sudden. I mean, the whole point of EZ-Link cards is that they store value, which can be used for other functions like paying for ERP. All in just one app.
But cards which have been ‘upgraded’ to SimplyGo cannot be used with motoring applications. What’s the point of upgrading to a card that has fewer multi-functionality? That’s like trading a slightly older Swiss Army Knife for a newer and sleeker pen knife. Oh, and the pen knife comes with an app. If it matters.” – Ralph, 26
“Think about the seniors who will now have to toggle between the app and the card to see their card balance and to top-up. That’s yet another app for them to pick up and learn and navigate. And really, who needs another specialised app for a super-specific purpose?
It’s a case of where if you only have a hammer, everything else looks like a nail. Now, every solution is about streamlining and coming up with an accompanying app. The problem is that SimplyGo looks like it’s digitalising for digitalisation’s sake. Not everything needs to go digital or have an accompanying app.” – Jaiden, 23
https://www.ricemedia.co/not-so-easy-transition-to-simplygo/
NUFF SAID :P
LTA kenna suan siao gao gao: