FAQs : Troubleshooting issues

Welcome to the EZ-Link NFC FAQ section. Please refer to the following sections for your related enquiry:

 

29. Who do I call when I have problems using my NFC-enabled mobile phone?
If it is pertaining to:

  • NFC ez-link purse related enquiries, please call our Customer Service hotline at 6496 8300, Monday to Sunday, 8am to 6pm excluding public holidays
  • Other bank account services, please call your respective banks
  • Phone or SIM troubleshooting, please call your mobile network operator

 

Troubleshooting Scenarios

Scenario 1:
You are making a retail purchase at a merchant outlet that accepts EZ-Link NFC payment. However, the cashier disallows the payment mode as he/she is not familiar with this new payment product.

What you should do…

You should gently inform the cashier:

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

Scenario 2:
You are making a purchase at a merchant outlet that accepts contactless forms of payments. However, the contactless payment reader is not detecting your NFC-enabled phone after repeated tries.

What you should do…

Attempt the transaction again by:

  • tapping your NFC-enabled phone at another angle
  • tapping your NFC-enabled phone at a varied distance
  • holding your NFC-enabled phone for 2-3 seconds at the contactless payment reader

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