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Cancel Ez-Link: Step-by-Step Guide
How to cancel Ez-Link auto top-up and get your refund in singapore
Understanding Ez-Link and your cancellation options
Ez-Link is Singapore's trusted contactless stored-value card system used by millions daily for bus, MRT, and retail payments. You tap your card at fare gates or terminals, and the stored value deducts instantly. If you've set up Auto-Top-Up (automatic reload), your balance refills when it drops below a set threshold-but you can cancel this feature anytime.
The Ez-Link mobile app, which once let you monitor your balance and top-up remotely, has been phased out as of 8 January 2026. All app functions have migrated to SimplyGo, Singapore's unified transport digital service. If you're looking to stop using Ez-Link entirely, understand Auto-Top-Up cancellation, or recover stored value, this guide walks you through exactly what you need to do-and what to expect.
What Ez-Link actually is and what you can cancel
Ez-Link is not a subscription service. You purchase the physical card once (typically S$10, which includes S$5 non-refundable card cost plus S$5 stored value). You own it outright, reload it when you wish, and it has no expiry date tied to payment.
What you *can* cancel is Auto-Top-Up-the optional feature that automatically recharges your card when balance falls below your chosen threshold. This is the only "recurring" element of Ez-Link, and it requires in-person cancellation at a SimplyGo office.
The Ez-Link app itself required no subscription cancellation because it was a utility app, not a recurring payment service. Its discontinuation simply means you now manage your card via SimplyGo instead.
Why you might want to cancel Auto-Top-Up
You might cancel Auto-Top-Up if you've switched transport methods (cycling, car, working from home), are leaving Singapore, or simply prefer manual top-ups so you control spending. Some users find automatic reloads chunk their budgets unexpectedly, especially if thresholds are set too low.
If you're surrendering your Ez-Link card altogether-perhaps because you no longer commute-you'll want to cancel Auto-Top-Up *before* you request a refund, to ensure any linked auto-reload balance is correctly processed back to your bank or credit card.
Your consumer rights when cancelling Ez-Link
What singapore consumer law protects you
Singapore's Consumer Protection (Fair Trading) Act protects your right to fair trading and transparent cancellation terms. While Ez-Link itself is not a subscription, if you dispute a charge or Auto-Top-Up reload you did not authorise, you have the right to lodge a complaint with the Consumers Association of Singapore (CASE) or escalate to the Ministry of Trade and Industry (MTI).
For stored value refunds, SimplyGo's Terms and Conditions specify that you can reclaim remaining balance on your physical card by surrendering it at a SimplyGo Ticket Office or Passenger Service Centre. There is no blanket 14-day cooling-off period because Ez-Link is not sold as a recurring subscription-your rights concern the actual stored value on the card, which is refundable under specified conditions.
When to escalate a cancellation dispute
If SimplyGo refuses to cancel your Auto-Top-Up, processes an unauthorised reload, or delays your refund beyond 10 working days, you have clear escalation steps. First, request written confirmation of your cancellation from the office staff. Next, contact SimplyGo customer service via their official channels and document your complaint in writing (email preferred). If SimplyGo does not resolve the issue within 14 days, lodge a formal complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or call 6100 0315.
Stopee recommends keeping all receipts, cancellation confirmations, and screenshots of transaction history. These become your evidence if the dispute escalates.
Step-by-step guide to cancelling Ez-Link Auto-Top-Up
How to cancel in person at SimplyGo offices
Auto-Top-Up cancellation must happen face-to-face. There is no online, phone, or email cancellation option. You must visit a SimplyGo Ticket Office or Passenger Service Centre in person.
- Gather your documents: your physical Ez-Link card and valid photo ID (NRIC or Singapore passport). If you do not have your card, you cannot proceed; contact SimplyGo to report it lost before attempting cancellation.
- Bring both items to the counter. Staff will ask you to produce both before processing any cancellation or refund.
- Locate your nearest SimplyGo office. Check the SimplyGo website for the full list of Ticket Office locations and opening hours. Opening times vary by location and day; check before you visit to avoid a wasted trip.
- Pro tip: Alexandra Technopark (located at 438 Alexandra Road, Singapore 119968) is the main customer service and rescheduling office. Maxwell Road is the corporate office and does not handle walk-in cancellations.
- Queue at the ticket counter and inform staff: "I want to cancel Auto-Top-Up on my Ez-Link card." Staff will pull up your card record and confirm current settings.
- Confirm the cancellation verbally. Ask the staff to confirm your new settings in writing or on your receipt. Some offices print a confirmation slip; request one if not offered.
- Warning: Do not leave without a written confirmation of cancellation, even if it's handwritten on your receipt. This is your proof if an unwanted reload occurs later.
- Request any refund of stored value if you are also surrendering the card. If you have Auto-Top-Up enabled, any linked auto-reload balance will be refunded to your original bank or credit card within approximately 10 working days.
- Retain your receipt and any confirmation document. Store these safely in case you need to dispute a future charge or follow up on a refund.
What if you cannot visit in person
SimplyGo does not permit remote or delegated cancellation of Auto-Top-Up. You cannot email, call, or send a family member to cancel on your behalf-only the cardholder (or a legal guardian for a minor card) can request cancellation in person.
If you are overseas or unable to visit, you have two options. First, wait until you return to Singapore and visit an office immediately. Second, if you are leaving Singapore permanently, contact SimplyGo's customer service team to explain your situation; in rare cases, they may issue a special instruction, though this is not guaranteed. Most users simply complete the cancellation upon next arrival in Singapore.
What happens after you cancel Auto-Top-Up
Your card continues to work
Cancelling Auto-Top-Up does not disable or deactivate your Ez-Link card. Your card remains fully functional. You can continue to tap and ride buses and trains using your remaining stored balance. The only change is that your balance will no longer auto-reload when it drops below your preset threshold.
Once your stored value is fully exhausted, you will need to manually top-up at any 7-Eleven, FairPrice supermarket, SimplyGo office, or online via the SimplyGo app. There are no further automatic charges.
Your app and digital access
If you were using the Ez-Link app to check balance and transaction history, you must migrate to the SimplyGo app to access these features going forward. The Ez-Link app no longer functions as of 8 January 2026. Download SimplyGo from the App Store or Google Play, link your Ez-Link card, and you can resume monitoring your balance digitally.
There is no subscription to cancel in the App Store or Google Play because Ez-Link was never a paid subscription app. It was a free utility for card management. Simply uninstall the old Ez-Link app from your phone once you have switched to SimplyGo.
Refunds: stored value and Auto-Top-Up balances
How much you can get back and when
If you surrender your Ez-Link card, you recover the remaining stored value. Refunds are processed as follows:
- Remaining value under S$80: Typically issued as immediate cash refund at the SimplyGo office counter.
- Remaining value S$80 or above: Processed to your linked bank or credit card account within approximately 10 working days. You will not receive cash at the counter for large balances; SimplyGo transfers funds electronically instead.
- Auto-Top-Up balance: If Auto-Top-Up was active when you surrender the card, any automatic reload balance that was debited from your bank or credit card is also refunded to that card within about 10 working days.
Pro tip: If you have a large balance (over S$80), request written confirmation of the bank transfer details and expected timeline. This prevents confusion if the refund takes the full 10 days.
What you cannot recover
The S$5 non-refundable card cost is not refundable. This is a fixed admin and production fee. Only the stored value on the card-minus the card fee-is refundable. So if you bought a standard Adult Ez-Link Card for S$10 (S$5 card cost plus S$5 value), and you surrender it unused, you recover S$5, not S$10.
If you do not surrender the physical card, you receive no refund at all. You must bring the card to the office to trigger a refund process.
Ez-Link pricing and plan structure
What you pay and when
Ez-Link is a one-time purchase card with no recurring subscription fees. Below is the standard pricing structure in Singapore:
| Card type | Purchase price | Card cost (non-refundable) | Stored value | Refundable value |
|---|---|---|---|---|
| Standard Adult Ez-Link Card | S$10.00 | S$5.00 | S$5.00 | S$5.00 |
| Child/Student Card (with concession) | S$10.00 | S$5.00 | S$5.00 | S$5.00 |
| Senior Citizen Card (with subsidy) | S$10.00 | S$5.00 | S$5.00 | S$5.00 |
Auto-Top-Up charges
When you enable Auto-Top-Up, you set a threshold (e.g., "reload when balance drops below S$10") and an amount to reload (e.g., "top-up S$20 each time"). Each reload is charged to your linked bank or credit card as a separate transaction. There is no monthly subscription fee for the Auto-Top-Up service itself-you only pay when an auto-reload actually happens.
This is why cancelling Auto-Top-Up immediately stops any further charges. Once cancelled, no automatic transactions will occur, even if your balance drops to zero.
Common mistakes people make when cancelling Ez-Link
Cancellation errors that cost you time and money
We understand cancellation can be frustrating, especially when a company makes the process deliberately inconvenient. Here are the mistakes that trip up most users:
- Visiting Maxwell Road instead of Alexandra Technopark. Maxwell Road is Ez-Link's corporate office and does not process walk-in cancellations. Always visit Alexandra Technopark (438 Alexandra Road) or check the SimplyGo website for your nearest Ticket Office. Going to the wrong location wastes an entire trip.
- Forgetting your NRIC or passport. Staff will refuse to process cancellation without valid photo ID. You must return with your ID. Keep it in the same place as your Ez-Link card.
- Cancelling the app instead of Auto-Top-Up. Deleting the Ez-Link app from your phone does not cancel Auto-Top-Up. The service remains active on SimplyGo's backend. You must visit an office and explicitly request Auto-Top-Up cancellation. If you simply uninstall the app, reloads will still occur.
- Not requesting written confirmation. Without a receipt or cancellation confirmation slip, SimplyGo staff might later dispute that you cancelled. Always ask: "Can I get this in writing?" and keep the receipt.
- Leaving a balance on the card and not requesting a refund. If you cancel Auto-Top-Up but do not surrender the card, you receive no refund. If you later lose the card or forget about it, that stored value is effectively lost. Always ask about refunds at the time of cancellation.
- Expecting immediate refund for large balances. If your remaining value is S$80 or more, the refund is processed to your bank account, not handed over at the counter. This takes 10 working days. Plan accordingly if you need the cash immediately.
Checklist: before and after cancellation
Your cancellation checklist
Use this checklist to ensure you cancel Ez-Link Auto-Top-Up correctly and recover any refund due:
| Step | Action | Status |
|---|---|---|
| 1 | Gather your Ez-Link card and valid photo ID (NRIC or passport) | [ ] Done |
| 2 | Check SimplyGo website for nearest Ticket Office address and opening hours | [ ] Done |
| 3 | Visit SimplyGo office in person (not Maxwell Road) and request Auto-Top-Up cancellation | [ ] Done |
| 4 | Request written confirmation of cancellation (receipt or slip) | [ ] Done |
| 5 | Request refund of remaining stored value and confirm refund method (cash or bank transfer) | [ ] Done |
| 6 | If refund is S$80+, note the expected timeline (10 working days) and keep the confirmation | [ ] Done |
| 7 | Retain receipt and confirmation document for your records | [ ] Done |
| 8 | Download SimplyGo app and migrate your card if you plan to continue using public transport | [ ] Done |
When to keep your Ez-Link card (instead of cancelling)
Should you really surrender it
Before you request a refund and surrender your card, consider whether you actually want to cancel entirely. Many users cancel Auto-Top-Up without surrendering the card-they keep the card, manually reload it, and use it as a low-commitment transport payment method.
You should surrender the card *only if*: you are leaving Singapore permanently, you no longer use public transport at all, or you want to recover the small stored-value balance (and do not mind losing the card itself).
You should keep the card and just cancel Auto-Top-Up *if*: you still commute occasionally, you prefer to control your top-up schedule manually, or you might return to commuting in future. The card has no expiry date and no fees for holding it inactive.
How stopee can help you navigate cancellations
Why cancellation clarity matters
Ez-Link's requirement for in-person cancellation at a specific office is deliberately inconvenient. Stopee exists to cut through this friction. We've helped thousands of consumers cancel subscriptions, recover stored value, and understand their rights-and we're here to simplify the Ez-Link process for you too.
Use this guide to avoid the mistakes that cost other users time and money. Keep your receipts, bring your ID, and visit the correct office location. If you encounter resistance from SimplyGo staff, know your consumer rights and escalate to CASE.
If you have already cancelled and believe SimplyGo mishandled your refund or refused your cancellation request, Stopee recommends documenting everything and filing a formal complaint with the Consumers Association of Singapore (CASE). The organisation exists to protect you, and staff there can mediate disputes that SimplyGo refuses to resolve internally.
Contact SimplyGo and consumer protection authorities
SimplyGo Ticket Office locations: Visit www.simplygo.com.sg and navigate to "Contact Us" for the current list of Ticket Offices and Passenger Service Centres, or call their customer service line (check the website for the latest number, as phone lines may change).
Alexandra Technopark (main customer service office): 438 Alexandra Road, Singapore 119968. This is the primary location for cancellations, rescheduling, and complex refund requests.
Consumers Association of Singapore (CASE): If SimplyGo refuses to cancel or process a refund within 10 working days, lodge a complaint at www.case.org.sg or call 6100 0315 (Monday-Friday, 9am-5pm).
Ministry of Trade and Industry (MTI): For escalated consumer protection disputes, contact MTI at www.mti.gov.sg or call 6225 9911.
Final thoughts on cancelling safely
Cancelling Ez-Link Auto-Top-Up is straightforward once you know the exact steps and requirements. The in-person-only policy is inconvenient, but it also creates a clear audit trail-you walk away with a receipt proving your cancellation actually happened. Stopee has guided countless consumers through service cancellations, and we know that clarity and documentation always protect you.
Gather your documents, find the correct office, bring your written confirmation home, and follow up on your refund if it doesn't arrive within 10 days. Stopee is here to empower you to cancel with confidence, recover what you're owed, and understand your consumer rights-every step of the way.