FAQ for NETS ATU by GIRO Facility

 
GENERAL
1. What is NETS Automatic Top Up (ATU) – by GIRO facility?
NETS ATU by GIRO facility is a feature that allows the value in the NETS FlashPay card to be automatically top up when there is insufficient stored value to make a payment transaction in Transit (MRT/Buses), ERP and EPS (Cepas2 car parks only). NETS will collect the ATU amount from your registered bank account by GIRO. Linkage by credit cards will be available at a later stage.
CARD REGISTRATION
2. Where can I register for NETS ATU by GIRO facility?
You can register for NETS ATU by GIRO facility at any iNETS kiosk. The registration is online and you will be informed immediately of the status of the registration. Once registration is approved, the ATU on your NETS FlashPay card will be activated and you can use it immediately.
3. What do I need to register for NETS ATU by GIRO facility?
You will need to bring your NETS FlashPay card, NRIC and Bank ATM card to any iNETS Kiosk to register for NETS ATU by GIRO facility. Your NETS FlashPay card will be activated for ATU upon successful registration and you can start enjoying the convenience of ATU immediately.
4. How many cards can I register for the NETS ATU by GIRO facility?
You can register a maximum of 8 NETS FlashPay cards per person for NETS ATU by GIRO facility.
5. How many cards can I link to one bank account?
You can link a maximum of 8 NETS FlashPay cards per Bank Account.
6. Can I apply and register for the NETS ATU by GIRO facility for children and parents on concession cards?
The NETS ATU by GIRO facility is only available for NETS FlashPay Cards. Concession cards are issued by LTA and you may wish to visit their website for more information at: http://www.publictransport.sg/publish/ptp/en.html.
7. Which bank cards are accepted for registration of NETS ATU by GIRO facility?
Currently, the NETS ATU by GIRO facility can only be linked to DBS/POSB/OCBC/UOB deposit accounts. We will be adding more bank accounts at a later stage.
8. Can I link my credit cards to the NETS ATU by GIRO facility?
Currently, the NETS ATU by GIRO facility can only be linked to DBS/POSB and UOB deposit accounts. We will be adding the service to credit cards at a later stage.
9. What are the pre-selected top up amounts available for NETS ATU by GIRO facility?
You can choose $30, $40 and $50 for each ATU.
10. Can I change the top up amount once it is selected?
To change your top up amount, you will first need to terminate the NETS ATU by GIRO facility and then register for the service again on the same NETS FlashPay card after 14 working days, selecting your desired ATU amount.
11. Is a deposit required for the NETS ATU by GIRO facility?
Yes, a refundable deposit of $30 is required to sign up for this service.
12. Are there registration charges for the NETS ATU by GIRO facility?
The registration fee for the NETS ATU by GIRO facility is $1.50. However, this fee will be waived until Dec 2012.
CARD USAGE
13. How does NETS ATU by GIRO facility work? How will I know when my NETS FlashPay card is automatically top up?
Your ATU-registered NETS FlashPay card will trigger an automatic top-up when the remaining stored value in your card is insufficient to pay for your next payment transaction at train gates, bus devices, ERP gantries, or EPS (CEPAS-complaint) car park exit.

For Example:
You have registered for the NETS ATU by GIRO facility on your NETS FlashPay card for $30.00 each ATU. There is a remaining stored value of $1.00 in your NETS FlashPay card and the journey you are taking costs $3.00.
- On buses, the ATU of $30 will occur when you tap your card on the bus device. When you tap on the bus device upon alighting the bus, your new balance would be $28.00.
- On the MRT, ATU will occur when you exit at the train gate. The $3.00 will also be deducted at this point and your new balance would be $28.00.
14. What should I do if my card is blocked? Can I continue to use my card?
Your card may be blocked due to an outstanding GIRO amount on this card. If your card has been blocked, it cannot be used again. You will need to obtain another card and register for ATU again. However, you can submit the blocked card for a refund of the stored value in the card at any TransitLink office or NETS Sales & Customer Service Centre.

The remaining ATU deposit and stored value will be refunded once the outstanding amount is settled.
15. Are there charges for ATU?
The fee for each ATU on your NETS FlashPay card is $0.15 (waived until Dec 2012).
16. Are there charges if there is a failure in GIRO?
In the event of a GIRO failure (for example, insufficient balance in the designated bank account), an administrative fee of $2.00 will be levied for each failed GIRO attempt.
17. I have changed my bank account, what should I do?
You would need to terminate the NETS ATU by GIRO facility and then register for ATU again on the same NETS FlashPay with your new bank account after 14 working days. Alternatively, you can purchase a new NETS FlashPay card from the iNETS Kiosk and register for ATU.
TERMINATION OF NETS ATU BY GIRO FACILITY
18. Where can I terminate the NETS ATU by GIRO facility?
Please terminate the NETS ATU by GIRO facility at the iNETS kiosk. Upon successful termination, the deposit will be refunded within 14 working days, provided there are no outstanding payments.
19. Can I register for NETS ATU by GIRO facility again after I have terminated the service?
You can register for NETS ATU by GIRO facility again on the same NETS FlashPay card 14 working days from the date of de-activation. This is to ensure that your previous facility has been successfully terminated and the deposit has been refunded to you. You can also register for ATU on another NETS FlashPay card.
   
20. How do I obtain a refund of my stored value on my ATU-registered NETS FlashPay card?
You may submit your ATU-registered card for deferred refund at the Ticket office or NETS Customer Service Centre. The deposit and the remaining stored value will be credited to your account in 14 working days.

Alternatively, you may terminate or de-activate the ATU service at the iNETS Kiosk. After 14 working days, the deposit will be returned to you and you can then perform an online refund of the remaining stored value in the card at the Ticket Office or ATMs. This amount will be credited directly to your bank account.
LOST/STOLEN CARD
21. What happens if I lose my ATU-registered NETS FlashPay card?
Please call the NETS Customer Service Hotline at 6274-1212 to report the loss of your NETS FlashPay card. If you call after office hours, please leave us your name and contact number and your lost report will be lodged. The liability of ATU is subject to the terms and conditions of NETS ATU by GIRO facility. Upon receipt of a loss report, NETS shall cancel the lost NETS FlashPay (ATU) within 48 hours.
22. What happens if I found my NETS FlashPay card which I reported earlier?
Please submit the card for deferred refund at any TransitLink Office or NETS Sales & Customer Service Centre at 298 Tiong Bahru Road #02-03/06, Central Plaza, Singapore 168730 (Operating Hours: 8.30am to 5.30pm (Mondays to Fridays) 8.30am to 12.30pm (Saturdays)).