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