SimplyGo Transition Chaos: Technical Glitches and Data Loss Frustrate Users During Shift from EZ-Link Cards
We all should be somewhat familiar with the latest transition from adult EZ-Link cards to the “SimplyGo” system by now, but if not, here is the TL;DR:
On 9 January 2024, the Land Transport Authority (LTA) announced that from 1 June, all adult card transactions would shift to the SimplyGo account-based system.
EZ-Link cards and NETS FlashPay cards will no longer be accepted for public transport payments following this transition.
EZ-Link cardholders can upgrade to the new SimplyGo system at any ticketing machine, SimplyGo ticket office, or ticketing service center.
NETS FlashPay cardholders can also replace their cards with the new NETS Prepaid Card for free from 19 January to 18 July at designated SimplyGo ticket offices.
However, this announcement brought about some unexpected technical hurdles.
Firstly, the change prompted a surge in downloads of the new SimplyGo app. The sudden influx has led to system slowdowns, affecting some functionalities.
Users Weigh In
According to Lianhe Zaobao, some users have reported the loss of ride records and bank card information after updating the app. As of the deadline, the system is not fully restored.
Speaking to several SimplyGo users, the Chinese newspaper found that the users’ regular ride records were missing, and the app’s speed was slow.
One user claimed that his notification bell icon kept spinning from Tuesday (9 January) evening at 7PM until 1AM in the morning, describing the situation as unsettling.
A new reddit thread on r/askSingapore also sheds light on user experience.
u/arcadia0204 wrote, “Can’t see my card today after more than 4 months of using the app. After deleting and reinstalling, login screen just displayed loading icon after keying in username and password, which disappeared after a while. Am still unable to login.”
Netizens in the comments section share similar difficulties with logging into the app and viewing their cards.
Another user initially attempted to upgrade his ez-link card to the new SimplyGo system. However, after entering the correct password, the app consistently displayed password errors.
After several hours of attempts, he decided to abandon the upgrade and planned to seek assistance at a ticketing office or service center.
A commuter stated that he had visited a ticketing machine at Kranji MRT station to upgrade his EZ-Link card to the new SimplyGo system.
He shared that the queue was long, and the process faced four “failures,” consuming a considerable amount of time. Fortunately, the upgrade eventually succeeded.
In response to inquiries from Lianhe Zaobao, an LTA spokesperson explained that the surge in downloads and usage of the new SimplyGo app, including account registration, password resets, and exploration of app features, contributed to the slowdown.
As of the morning of 11 January 2024, TransitLink is actively addressing these issues and plans further app enhancements. The updated app will be available for download on Apple and Android app stores.
While many users are rushing to upgrade their cards, some passengers are opting to simply observe the situation.
When asked about why, a user by the name of Andrew mentioned that when using the new SimplyGo card, the reader only displays “SimplyGo,” lacking details on fare charges or card balances.
Hence, he has decided not to upgrade his card temporarily and intends to use his ez-link card until the last moment.
The LTA’s move aims to enhance efficiency and user experience in public transportation payments. However, the technical glitches and data loss experienced by users highlight the challenges in implementing such transitions seamlessly.
Despite these challenges, authorities express regret for the inconvenience caused and continue to work on improving the SimplyGo system’s functionality and user experience.
For now, users are advised to stay informed about updates from the authorities regarding the SimplyGo system’s stability and functionalities.
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