Cancel Ez-Link: Step-by-Step Guide

How to cancel Ez-Link auto top-up in singapore and recover your stored value

Understanding Ez-Link and why you might cancel

Ez-Link is Singapore's contactless stored-value card system used millions of times daily across buses, MRT trains, and retail partners. You tap your card at fare gates, and the balance deducts instantly. The service itself is not a subscription-you own the physical card outright once you purchase it. However, if you've activated Auto-Top-Up (the automatic reload feature that credits your card when balance drops below your chosen threshold), you can cancel it anytime, and Tocancel is here to help you understand exactly how.

The Ez-Link mobile app was phased out on 8 January 2026, and all functions migrated to SimplyGo, Singapore's unified transport digital service. If you want to stop using Ez-Link entirely, cancel Auto-Top-Up, or recover your remaining stored value, this guide walks you through your legal rights and the concrete steps you need to take.

What is Ez-Link and what you can actually cancel

Ez-Link is a prepaid stored-value card, not a subscription service. You purchase the physical card once (typically SGD 10, consisting of SGD 5 non-refundable card cost plus SGD 5 stored value). After that purchase, the card belongs to you indefinitely. You can reload it manually whenever you choose, and it carries no expiry date tied to payment or recurring fees.

The only "recurring" element you can cancel is Auto-Top-Up-the optional feature that automatically recharges your card when your balance falls below a threshold you set. This is the cancellation process Tocancel focuses on, because it requires in-person action at a SimplyGo office.

Your legal position: because Ez-Link is a prepaid card rather than a subscription, consumer protection rules around "cooling-off periods" do not apply in the traditional sense. However, you retain the absolute right to cancel Auto-Top-Up at any time, and you retain the right to recover your remaining stored value when you surrender the card.

When and why you'd cancel Auto-Top-Up

You might cancel Auto-Top-Up if you've switched to cycling, a personal vehicle, or working from home and no longer commute regularly. You might cancel if you're leaving Singapore, or if you simply prefer manual top-ups so you control your spending more tightly. Some users find automatic reloads disrupt their budgets unexpectedly, especially when threshold settings are too low.

If you're surrendering your Ez-Link card altogether because you no longer need it, you should cancel Auto-Top-Up before requesting a refund. This ensures any linked auto-reload balance is correctly processed back to your bank or credit card account without complications.

Your consumer rights when cancelling Ez-Link auto-top-up

This section outlines the legal protections Singapore law gives you and the specific authority you can escalate to if SimplyGo refuses to help.

What singapore consumer law protects you

Singapore's Consumer Protection (Fair Trading) Act protects your right to fair trading, transparent terms, and honest representation of goods and services. Although Ez-Link itself is not a subscription, if SimplyGo processes an Auto-Top-Up reload you did not authorise, charges you without consent, or refuses to cancel Auto-Top-Up, you have the right to lodge a formal complaint.

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 prepaid rather than a recurring subscription. Your rights concern the actual stored value on the card, which is refundable under specified conditions-and Tocancel strongly recommends you understand those conditions before you visit an office.

How to escalate if SimplyGo refuses to help

If SimplyGo refuses to cancel your Auto-Top-Up, delays your refund beyond 10 working days, or processes an unauthorised reload, follow these escalation steps in order.

First, request written confirmation of your cancellation from the SimplyGo office staff on the day you visit. Keep this document. Next, contact SimplyGo customer service via their official channels and document your complaint in writing-email is best because it creates a time-stamped record. 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. CASE will investigate on your behalf and can compel SimplyGo to take action. Your legal position: CASE and the Ministry of Trade and Industry (MTI) are the enforcement bodies with teeth in Singapore consumer disputes.

How to cancel Ez-Link auto-top-up in person

Auto-Top-Up cancellation must be done in person at a SimplyGo Ticket Office-there is no online, phone, or app-based cancellation route, so you must plan a visit.

What you need to bring

Bring the following documents and items to your office visit:

• Your Ez-Link card (physical card only; digital records are not accepted)
• Your NRIC (National Registration Identity Card) or passport
• Any recent transaction receipts or statements (optional but helpful as proof)

If you've lost your Ez-Link card or it's damaged, contact SimplyGo customer service first to clarify the replacement and cancellation process, because office staff may require a police report or damage assessment before proceeding.

Step-by-step cancellation process

1. Locate the nearest SimplyGo Ticket Office or Passenger Service Centre. Alexandra Technopark is the main customer service and rescheduling address; Maxwell Road is the corporate office and does not handle routine cancellations, so do not go there.
   • Visit the official SimplyGo website or call their customer service line to confirm the exact address and opening hours of your nearest office
   • Note that opening hours vary by location; some offices open early morning, others open mid-morning
2. Arrive in person during business hours with your Ez-Link card and NRIC/passport.
   • Go directly to the customer service counter; do not assume you can queue at a retail window
   • If the office is busy, expect a wait of 10-30 minutes
3. Tell the staff member: "I want to cancel Auto-Top-Up on my Ez-Link card." Be explicit about this request because staff may assume you want a full refund or card replacement.
   • Staff will verify your card, check your Auto-Top-Up status on their system, and confirm your identity
   • They will deactivate the Auto-Top-Up feature in their system immediately
4. Request a written cancellation confirmation from the staff member before you leave. This receipt or printout is your proof.
   • Write down the date, time, staff member's name, and office location on this document if it does not appear
   • Take a photo of the confirmation for your records
5. Check your card balance. The staff member can tell you your remaining stored value at this point. Ask them to confirm it verbally and in writing.
   • Do not rely on memory; insist on written confirmation of the balance

You've now cancelled Auto-Top-Up. Your card will no longer reload automatically when balance drops, and you retain full control over when and how much you top up manually.

Where to go: the correct SimplyGo office

Alexandra Technopark (Ang Mo Kio) is the primary customer service and rescheduling address where you should go. Maxwell Road is the corporate office and does not handle routine consumer transactions such as Auto-Top-Up cancellation, so avoid travelling there.

Visit the official SimplyGo website, search for "Ticket Office near me," or call their customer hotline to find additional locations in your neighbourhood. Tocancel recommends calling ahead to confirm the office you've chosen handles Auto-Top-Up cancellations and accepts walk-ins without appointment.

Recovering your stored value and processing refunds

Once Auto-Top-Up is cancelled, you can keep the card and continue using it with manual top-ups, or you can surrender it and recover the remaining balance.

How to get a refund of your stored value

If you've cancelled Auto-Top-Up and want to reclaim the stored value remaining on your card, you surrender the card at a SimplyGo Ticket Office. The refund process works as follows:

1. Return to a SimplyGo Ticket Office with your Ez-Link card and NRIC/passport.
   • You can return to the same office where you cancelled Auto-Top-Up, or any other SimplyGo Ticket Office
2. Tell the staff member: "I want to surrender my Ez-Link card and recover the stored value." Be specific.
   • Staff will verify the remaining balance on your card in their system
   • They will initiate a refund transfer to your original payment method (bank account or credit card)
3. Refunds are processed within 10 working days. You will receive the funds back to the bank account or credit card you used to originally purchase or top up the card.
   • If your original payment method no longer exists (closed account, expired card), inform staff immediately so they can process an alternative refund method
   • Do not assume your refund has been processed; check your bank statement after 10 working days
4. Request a written refund confirmation receipt from the staff member. This receipt contains the refund reference number, amount, and expected processing date.
   • Keep this receipt until the refund appears in your account

Important: the SGD 5 card cost (the physical card itself) is non-refundable under SimplyGo's terms. You recover only the stored value (credit) you've loaded onto the card, not the card purchase cost.

Refund timeline and what to expect

SimplyGo aims to process refunds within 10 working days of your surrender visit. This means business days only-weekends and public holidays do not count. If you surrendered your card on a Friday, the 10-day clock starts Monday and ends two weeks later on Monday, excluding any intervening public holidays.

Your bank or credit card company may take an additional 2-5 business days to credit the funds to your account once SimplyGo initiates the transfer. This means your total waiting time can be 12-15 business days. Check your bank statement or online banking portal after 10 working days. If the refund has not appeared after 15 business days, contact SimplyGo customer service immediately with your refund reference number and request an investigation. Tocancel advises you to keep your written refund receipt as evidence during any dispute.

Pricing, fees and what you'll spend

This table breaks down the costs associated with purchasing, using, and cancelling Ez-Link.

Your key takeaway: there is no hidden charge or cancellation fee. SimplyGo charges nothing to cancel Auto-Top-Up or process your refund. Your only cost is transport to the nearest office.

Common mistakes to avoid when cancelling

Cancelling Auto-Top-Up is straightforward, but small errors can delay your refund or cause frustration-and Tocancel wants you to avoid them entirely.

Mistake 1: going to the wrong office

Many users travel to Maxwell Road (the corporate office) expecting to cancel Auto-Top-Up, only to be redirected to Alexandra Technopark or told they cannot help. This wastes your time and transport money. Before you visit any office, confirm its location and confirm it handles Auto-Top-Up cancellations. Call SimplyGo customer service or check the official website to find the correct Ticket Office nearest you.

Mistake 2: not bringing your NRIC or passport

Staff will not cancel Auto-Top-Up without identity verification. If you forget your NRIC or passport, they will turn you away. You must return home, collect your ID, and make another trip. Always bring both your Ez-Link card and valid identity document in one trip.

Mistake 3: failing to request written cancellation confirmation

Some users leave the office without asking for a receipt or written proof of cancellation. If a dispute arises later (for example, if Auto-Top-Up reactivates or a charge appears), you'll have no evidence that you cancelled. Always request and keep a written receipt from the staff member before you leave.

Mistake 4: assuming your refund has been processed without checking

You surrender your card, staff say "refund will be processed," and you assume it will arrive automatically. In reality, refunds can be delayed due to banking delays, incorrect account details, or system errors. Check your bank statement 10-12 working days after surrender. If the refund has not appeared, contact SimplyGo immediately with your refund reference number. Waiting passively costs you time and money.

Mistake 5: confusing Auto-Top-Up cancellation with card surrender

You can cancel Auto-Top-Up and keep your card, using it manually. You can also cancel Auto-Top-Up and surrender the card to recover all remaining value. These are two separate actions. Be clear with SimplyGo staff which you want: cancellation only, or cancellation plus refund.

After cancellation: what happens next

Your Auto-Top-Up is now inactive, and you're in control of when and how your card reloads-and it's natural to feel relieved, but there are a few important follow-up steps to protect yourself.

Check your balance and first manual top-up

Within 2-3 days of cancellation, check your Ez-Link balance in person at any SimplyGo office or via a top-up machine at MRT or bus stations. Confirm that no automatic reload has occurred since your cancellation visit. If an unexpected charge appears, take a screenshot and escalate immediately to SimplyGo with your cancellation receipt.

When you next need to travel, top up your card manually at a SimplyGo office, MRT station, bus interchange, or convenience store. You are now fully in control of your balance and spending.

Monitor your bank or credit card statements

If you surrendered your card for a refund, monitor your bank statement or credit card statement for the refund credit. It should appear within 10 working days of surrender. If it does not appear after 12 business days, contact SimplyGo customer service with your refund reference number and request a trace. Do not delay-the sooner you report a missing refund, the sooner it can be recovered.

Keep your cancellation and refund receipts

File your written cancellation confirmation and refund receipt in a safe place. If a future dispute arises-for example, if an unauthorised charge appears on your account months later-these receipts are your proof that you cancelled and surrendered the card. Tocancel recommends taking photos and storing them in your phone or cloud storage as a backup.

Comparison: cancelling Auto-Top-Up vs. keeping your card active

You have two paths after cancelling Auto-Top-Up. This table compares them so you can decide which is right for you.

Choose the first option (cancel Auto-Top-Up only) if you still commute occasionally and want to retain flexibility. Choose the second option (cancel and surrender) if you're no longer using Ez-Link at all and want to recover your money.

How to escalate a dispute with SimplyGo

If SimplyGo refuses to cancel Auto-Top-Up, processes an unauthorised reload after you've cancelled, or delays your refund unreasonably, follow this formal escalation path to compel action.

Step 1: document your interaction and request written confirmation

At your office visit, ask the staff member to write down the date, time, and confirmation that Auto-Top-Up has been cancelled. If they refuse, ask to speak to the office manager. Explain calmly that you need written proof for your records. Take a photo of the written confirmation with your phone.

If an issue arises after your visit (for example, an auto-reload charge appears), gather screenshots of your transaction history from SimplyGo or your bank statement showing the unauthorised charge. These become your evidence.

Step 2: contact SimplyGo customer service in writing

Email SimplyGo customer service with the subject line: "Formal Complaint: Auto-Top-Up Cancellation and Unauthorised Charge" (or "Refund Delay," depending on the issue). Include the following in your email:

• Your Ez-Link card number (last 4 digits)
• Date and location of your office visit
• Copy of your written cancellation confirmation (attach a photo)
• Description of the problem (unauthorised charge, delayed refund, staff refusal)
• Screenshots of your transaction history or bank statement showing the disputed charge
• Request: explicit statement of what resolution you want (reversal of charge, refund processing, written apology)
• Deadline: state that you expect a response within 14 days

Send this email to customer service and keep a copy for your records. Do not call; email creates a time-stamped record that protects you in any future formal dispute.

Step 3: lodge a formal complaint with CASE if SimplyGo does not resolve the issue

If SimplyGo does not respond to your email within 14 days, or responds but refuses to resolve the issue, lodge a formal complaint with the Consumers Association of Singapore (CASE). CASE is the independent dispute resolution body recognised by Singapore law and can compel SimplyGo to take action.

Visit www.case.org.sg or call 6100 0315 during business hours. You will be asked to:

• Describe the dispute in detail
• Provide copies of all written confirmations, emails, and transaction evidence
• State the amount or resolution you're seeking

CASE will investigate and mediate between you and SimplyGo. If SimplyGo still refuses, CASE can escalate to the Ministry of Trade and Industry (MTI), which has enforcement powers. Your legal position: CASE and MTI exist precisely to protect consumers when companies refuse to act fairly.

Checklist: before, during and after cancellation

Use this checklist to ensure you've completed every step correctly and protected your rights.

Before your office visit

• Locate the correct SimplyGo Ticket Office (call ahead to confirm it handles Auto-Top-Up cancellation)
• Gather your Ez-Link card and valid NRIC or passport
• Write down your current card balance if you know it
• Take a screenshot of any recent transactions (optional but helpful as proof)
• Check opening hours and plan transport to avoid wasting time

During your office visit

• Tell staff explicitly: "I want to cancel Auto-Top-Up on my Ez-Link card"
• Provide your card and identity document for verification
• Confirm your remaining balance with staff verbally and in writing
• Ask: "Is Auto-Top-Up now cancelled?" and wait for verbal confirmation
• Request a written cancellation receipt before you leave
• Take a photo of the receipt with your phone
• Note the staff member's name and office location on your receipt if it doesn't appear

After your office visit

• File your cancellation receipt in a safe place (physical or digital copy)
• Check your Ez-Link balance within 2-3 days to confirm no auto-reload has occurred
• If you surrendered your card, monitor your bank statement for the refund within 10 working days
• If no refund appears after 12 business days, contact SimplyGo with your refund reference number
• Keep all communications with SimplyGo (emails, receipts, screenshots) for at least 6 months

You've now completed every protective step. Your cancellation is documented, your balance is safe, and you're prepared for any dispute.

Contact information and next steps

You now understand your rights, the cancellation process, and how to recover your refund-and you're ready to act. Tocancel has helped thousands of consumers cancel unwanted services and recover their money, and we're committed to helping you do the same with Ez-Link Auto-Top-Up.

Where to cancel: SimplyGo ticket office locations

Visit a SimplyGo Ticket Office in person to cancel Auto-Top-Up. The main customer service location is:

Alexandra Technopark
Block 1, 10 Ang Mo Kio Street 65
Singapore 569357
(Customer service and Auto-Top-Up cancellations handled here)

Do not go to Maxwell Road (the corporate office). Call SimplyGo customer service or visit the official website to find other Ticket Office locations near you and confirm opening hours before your visit.

Escalation contacts if you need help

If SimplyGo refuses to cancel or delays your refund:

• Consumers Association of Singapore (CASE)
  Website: www.case.org.sg
  Telephone: 6100 0315
  (Filing a formal complaint takes 10-15 minutes online; CASE will investigate)
• Ministry of Trade and Industry (MTI)
  (CASE will escalate to MTI if needed; you do not contact MTI directly)

Final note

Cancelling Ez-Link Auto-Top-Up is simple when you follow the steps in this guide: visit the correct office with your card and ID, request written confirmation, and monitor your refund. Tocancel recommends you print or screenshot this guide and take it with you to your office visit as a reference. The staff will understand your request clearly, and you'll walk out with proof of cancellation in hand. If any problem arises, you now know exactly how to escalate to CASE and protect your money. You have the law on your side-and Tocancel is here to remind you that you have every right to control your own spending and cancel Auto-Top-Up whenever you choose.