We refer to Mr Ernest Wee’s letter “Overcharged by SimplyGo when a different device is used on each leg” (Feb 15).

All mobile devices have a built-in security feature which creates a unique digital identifier when a bank card is set up on the devices for any digital payment. This identifier is different for every device, even if it is linked to the same bank card.

This unique identifier is read at our fare gates and bus fare readers. When a commuter taps in with one device and taps out with a different device, two separate transactions are recorded, as the digital identifiers are different.

This results in a mismatch between entry and exit records. It is not possible to reconcile such records automatically, since a single credit card can be set up on several mobile devices, for example, for use by different family members.

The same issue occurs in public transport systems in other cities which accept bank cards and mobile wallets.

Since the pilot launch of SimplyGo in 2017, we have been reminding commuters through publicity materials to use the same bank card or device for tapping in and out to avoid this issue.

When the use of bank cards in public transport was expanded to include Mastercard, Nets and Visa cards in 2019, we further stepped up our publicity efforts to remind commuters through various touchpoints, such as posters at fare gates and on buses, outdoor banners, in-station announcements, radio advertisements and social media as well as on the Land Transport Authority and SimplyGo websites.

We are glad that the vast majority of transactions in public transport are carried out accurately, with commuters using the same bank card or device for tapping in and out.

Commuters are encouraged to download the SimplyGo app to check and be notified of fare deductions, as well as to apply for any refunds directly if they have used different devices to tap in and out.

Alternatively, commuters can also visit the SimplyGo portal or SimplyGo Ticket Offices for further assistance.


Yeo Teck Guan
Senior Group Director, Public Transport
Land Transport Authority