Frequently Asked Questions

  • What is the New Travel Smart Rewards about?

    The New TSR is a revamp of the Old TSR, which is a Land Transport Authority initiated off peak travel incentive scheme that aims to distribute peak hour travel demand for Singapore’s rail network more evenly.

  • How is the Old TSR different from the New TSR?

    Unlike the Old TSR, the New TSR comes with a personalised travel planner which will analyse users’ past travel patterns and advise them to shift out of the peak, or to maintain their current off-peak travel. Compared to the Old TSR, the New TSR will no longer have any commonly defined tap in timings and points will not be calculated based on distance travelled on the rail network.

  • Is there a privacy issue in the way LTA is tracking TSR users to develop the personalised travel plans?

    Users are not identified and tracked individually. They are instead aggregated in smaller groups in customising their travel plans. E.g. all users who have been travelling from say Ang Mo Kio to Raffles Place at around the same timing daily may receive the same personalised travel plans.

  • How does the New TSR work?

    TSR users’ travel patterns will be analysed. Depending on the extent of how much congestion they are contributing to the rail network, they will receive Travel Plan messages to advise them to shift their tap-in timings earlier or later, or to maintain their current off-peak travel. Cash rewards are given to users who meet the tap-in time given. Other New TSR users who did not receive the travel plan messages can continue to earn New TSR points by taking the train on weekdays (excluding public holidays).

  • Why do I have a different tap in time from others?

    Under the new TSR, there will not be a commonly defined tap in time. Instead, you will receive Travel Plan messages to advise you to shift your tap-in timings earlier or later, or to maintain your current off-peak travel, depending on the extent of how much congestion you are contributing to the rail network.

  • Will I be able to maintain my Platinum status on the new TSR?

    Under the new TSR, there will not be any Platinum status. Instead, the New TSR comes with a personalised travel planner which will analyse your past travel patterns and advise you to shift out of the peak, or to maintain your current off-peak travel.

  • Will I be able to carry forward my old TSR points onto the new TSR?

    All points earned under the former TSR system had been autoplayed, and cannot be carried over. The New TSR puts all users on a fresh start.

  • Who can sign up for the New TSR?

    The New TSR is open to all Singaporeans, Permanent Residents and foreigners with a valid NRIC/FIN number. (see question 2 under the category, Account, for restrictions when it comes to travel cards for registration).

  • How do I sign up for the New TSR?

    You can register for a New TSR account at www.travelsmartrewards.lta.gov.sg.

  • What do I do after I have signed up for the New TSR?

    You will have to make at least two trips on the rail network within a week to activate your New TSR account. Full access to your account will be granted once your account is activated after your travel card is deemed to be a valid and eligible card.

  • Where can I get more information on the New TSR?

    Visit the New TSR at www.travelsmartrewards.lta.gov.sg and visit the “How it works” and/or "FAQs" page for more information.

    • Why is NRIC/FIN number needed during registration?

      NRIC/FIN number is required for all registration to ensure that all sign-ups are that of a valid and unique individual. This information will also be used as part of the verification process for all New TSR lucky draw winners.

    • What travel cards are eligible for the New TSR?

      Besides EZ-Link and Nets FlashPay cards, and their co-brand cards, the following concession cards are eligible - Diploma Student Concession Cards, Undergraduate Concession Cards, Private Education Institution Student Concession Cards, Workfare Transport Concession Cards, Persons with Disabilities Concession Cards, Adult Monthly Travel Cards, Senior Citizen Concession Cards, PAssion Silver Concession Cards. Contactless debit or credit cards under the Account-based Ticketing (ABT) pilot will not be eligible for the New TSR. However, if LTA does embark on full-scale implementation of ABT, we will consider making the necessary system adjustments to allow ABT users to embark on the New Travel Smart Rewards scheme.

    • Are credit cards under the Account based Ticketing (ABT) pilot eligible for the New TSR?

      Contactless debit or credit cards under the Account-based Ticketing (ABT) pilot will not be eligible for the New TSR. However, if LTA does embark on full-scale implementation of ABT, we will consider making the necessary system adjustments to allow ABT users to embark on the New TSR scheme.

    • Can I register multiple travel cards?

      No. The New TSR only allows one travel card to be associated with a New TSR account. You may consider registering for an account with a travel card that has the highest usage.

    • What is CAN Number and where can it be found?

      CAN Number is a 16 digit number that can be found at the back of your travel card (similarly for co-brand cards).

    • I have changed the card which I use to travel. How do I update the details of my new travel card?

      You may update the details of your new travel card at the “Settings” page by editing the "Card Details" fields. You will have to make at least two trips on the rail network using your new travel card in order for the New TSR to verify your eligibility. Do note that once you have entered the details of your new travel card, the New TSR will stop receiving trip record of your previous travel card when your new travel card is verified successfully.

    • How do I change my email address after registering for the New TSR account?

      You may change your email address at the "Settings" page and verify the new email verification link sent to your new email address.

    • I have lost my travel card. Will I lose my New TSR points and cash rewards?

      No, you will not lose your New TSR points as it is tied to your online TSR account. However, we will not refund any unutilised redeemed cash rewards that has been credited into the lost travel card. Any unredeemed cash rewards that has not be credited onto the card will be available for claims in the New TSR system. Please redeem it by updating the card details at the setting page of the New TSR portal with your newly replaced travel card.

    • My travel card has expired/corrupted. Will I lose my New TSR points and cash rewards?

      No, you will not lose your New TSR points as it is tied to your online TSR account. Pleases seek a refund for any remaining card balance on your travel card at the various ticket offices located island-wide. Any unredeemed cash rewards that has not be credited onto the card will remain available in the New TSR system. Please redeem it by updating the card details at the setting page of the New TSR portal with your newly replaced travel card.

    • I encountered some problems during registration. Who can I approach for help?

      You may approach the New TSR helpdesk via the "Contact Us" page.

    • How do I reset my password?

      You may reset your password at the "Reset password" page. The new password must have a minimum of 8 alphanumeric characters, containing at least 1 alphabet and 1 numeral.

    • I forgot my password. How do I reset it?

      Click on "Forgot Password?" at the login page. Key in the required fields and follow the email instructions to reset your password.

    • I am unable to reset my password despite being an existing TSR User.

      The system requires all users, whether existing or not, to sign up for the new Travel Smart Rewards. This means that you either click on the "Sign Up" button and fill in your details, or you click on the tokenised link that has been sent to your email and fill in your details from there.

    • Why am I not receiving the confirmation email after registration?

      Please be informed that you may not receive the confirmation email immediately upon registration. This is due to individual mail server taking longer to authenticate the New TSR email address. To ensure that you can receive our email, please also add Travel Smart Rewards Team into your address book. After which you may click on the request for activation email again when you try to re-login into the New TSR website.

    • How do I check if my account has been activated?

      Account activation requires your travel card to be successfully validated. This might take up to 10 working days. When you start to receive TSR points for daily trips added into your TSR account, it means that your travel card has been successfully verified. Once your account is activated, you will receive the one-time sign up bonus points and transition points (for previously registered users under Old TSR).

    • What should I do if I received an email informing me on the travel card validation error?

      You have entered a travel card which is ineligible for the new Travel Smart Rewards scheme. Please refer to question 2 for the list of eligible card types.

    • What should I do if my TSR account has not been verified?

      You may be required to wait up to 10 days for the travel card to be successfully validated. During this period, please continue to make trips actively until your travel card is validated.

    • How do I close my New TSR account?

      You may approach TSR helpdesk via the "Contact Us" page for the closing of your TSR account.

    • Why does the TSR system expire my password every 3 months?

      This is a security measure to protect all TSR accounts. If your password has expired, you will be prompted to set a new one upon sign-in. The new password cannot be the same as previous passwords.

      • How much is the TSR sign-up bonus points?

        Additional TSR sign-up bonus points of 250 and 1000 respectively for General TSR or Corporate-Tier TSR status will be awarded to all new TSR users who successfully sign up for the New TSR.

      • How much is the TSR transition bonus points?

        From 1 June 2017 onwards, the transition bonus points will cease.

      • How much TSR points can I earn for my travel on the rail network?

        For each train journey made(regardless of distance), you can earn 10 TSR points as a General TSR user and 15 TSR points as a Corporate-Tier TSR user. TSR points will not be awarded for travel on the rail network on Saturdays, Sundays and public holidays. No TSR points will be earned for travels on board buses.

      • How can I earn TSR points?

        You can earn TSR points for all your travels on the rail network on weekdays excluding public holidays. Each travel (regardless of distance or tap in time) can earn you 10 TSR points as a General TSR user and 15 TSR points as a Corporate-Tier TSR user. Besides traveling on the rail network, you may earn more TSR points by playing the game and from the “Special Offers” page.

      • Besides travelling on the rail network, are there any other available avenues for me to earn more TSR points?

        You may earn more TSR points by playing the game and from the "Special Offers" page.

      • What are the TSR points used for?

        TSR points can be used to play the game or it can be converted to cash rewards at the "Rewards" page. The conversion rate for cash payout is every 1,000 TSR points to SGD$1.

      • When will my TSR points expire?

        Points will expire 180 days from the posting day as reflected on the "Points History" page.

      • How do I check my TSR points history?

        You may view your TSR points history at the "Points History" page.

      • Why have I not received my points for my recent train trips?

        Please allow some time for your points to be reflected on your account, which may take up to 10 calendar days to be reflected.

        • How do I earn cash rewards?

          There are various avenues to earn cash rewards. Specially selected users will earn cash rewards by travelling according to the personalised trip messages that they will receive every fortnight. You may also earn cash rewards by playing the game. You may also can choose to convert your points to cash rewards at the "Rewards page".

        • Why am I not earning cash rewards despite traveling on the rail network at off peak hours?

          You will only earn points when traveling on the rail network at off peak hours during weekdays (excluding public holidays).

          Besides traveling on the rail network, cash rewards can be earned through other various avenues. You may earn cash rewards by playing the game or choose to convert your points to cash rewards at the "Rewards page".

        • What are the available payment options?

          You may choose to credit your cash rewards to your bank account or CEPAS/ EZ-Link card at the "Payment Options" page. For those who selected bank account, your cash rewards (if any) will be credited automatically to your designated bank account every month.

          For those who have selected CEPAS/ EZ-Link card, please proceed to Transit Link’s Add Value Machines (AVMs) located island-wide to redeem your cash rewards. Visit Transit Link’s website for more information on the location of the AVMs.

        • How do I redeem my cash rewards at the AVMs?


          1. Place travel card on AVM’s reader and select "Travel Smart Rewards" icon.

          2. Select the "Proceed" button to redeem cash rewards into travel card.

          3. Wait for transaction to be processed and remove travel card when it is done.

        • When will my cash rewards expire?

          All unredeemed cash rewards shall expire 90 days from the day they are ready for collection as reflected at the "Payout History" page and no claims whatsoever will be entertained.

        • Where do I view my current monthly payout?

          You may view your current monthly payout at the "Rewards" page.

        • Where do I check my TSR payout history?

          You may view your payout history at the "Payout History" page.

        • How will I know my cash rewards is ready?

          You will know that your cash rewards is ready for collection based on the date reflected at the "Payout History" page.

          • What is Corporate-Tier TSR?

            Corporate-Tier TSR aims to encourage organisations to do their part in helping ease the morning peak crowdedness on board trains. When organisations come on board Corporate-Tier TSR, they are essentially helping the Authority to send the message across to their employees regarding smart travel. To thank these organisations for their support of our Programme, employees are given additional benefits such as a chance in the monthly Corporate-Tier lucky draw as well as more points for their travel on board the rail network.

          • What are the benefits for Corporate-Tier TSR users?

            Corporate-Tier TSR users can earn 15 TSR points for each train trip they made as compared to the General TSR users which is only 10 TSR points. In addition to that, Corporate-Tier TSR users get a chance at the $1,500 lucky draw that is solely just for the Corporate-Tier users, which translates to better chance of winning.

          • How do I know whether my organisation is on board Corporate-Tier TSR?

            You may approach your Human Resource department to enquire if your organisation is on board Corporate-Tier TSR.

          • How do I register for a Corporate-Tier TSR account?

            Once your organisation is on board Corporate-Tier TSR, register for a Corporate-Tier TSR account using your corporate email address. As a new Corporate-Tier TSR user, you will receive 1,000 TSR sign-up bonus points.

          • How do I check if I am registered as a Corporate-Tier TSR User?

            Please ensure that you have used your company email address while registering for the TSR account. You should see your company name reflected under the “Company Settings” page as a registered Corporate-Tier TSR user.

          • I am an existing General TSR user. My organisation just came on board Corporate-Tier TSR. How do I switch from a General TSR account to a Corporate-Tier TSR account?

            Change your email address to that of your corporate email address at the "Settings" page and verify it. Select your company in the drop down "Company Name" menu if the drop down menu is made available to you. You will be given additional TSR sign-up bonus points.

          • Are there any added bonuses for organisations that has achieved a high sign-up rate for Corporate-Tier TSR?

            Yes, there is. For organisations that has achieved 30% participation rate, employees with a Corporate-Tier TSR account under this organisation will receive an additional 1,000 sign-up bonus points, on top of the 1,000 sign-up bonus points which they receive initially as a new Corporate-Tier TSR user. For organisations that increased their participation rate from 30% to more than 50%, employees with a Corporate-Tier TSR account under this organisation will receive another additional 1,000 sign up bonus points, on top of the 2,000 sign-up bonus points which they receive from being a Corporate-Tier user as well as being under an Organisation that has previously achieved 30% participation rate in this Programme.

          • I received re-verification emails asking for verification that I am still with my organisation. What will happen if I forget to act on it?

            You will need to click on the re-verification email sent to you semi-annually. If you failed to act on all re-verification reminder emails, your account will be converted to a General TSR account.

          • I left my organisation. What do I have to do? Will I lost all the points and cash rewards that I have earned when I was a Corporate-Tier TSR user?

            Change your corporate email address to the new email address at the “Settings” page and click on the new verification email sent. All points and cash rewards earned as a Corporate-Tier TSR user will be retained.

            • What are the special offers about?

              Once in a while, lucky users will be given special offers containing exclusive rewards. These special offers are available for a limited time only and has to be redeemed before it expires. Users will be notified via the New TSR message inbox and email where more details of the special offers will be provided.

            • Why do I not see anything on the "Special Offer" page?

              Special offers are not available all year round. They are rolled out at special occasion.

              • What are the monthly lucky draws about?

                Every month, 2 lucky draw winners, 1 General TSR user and 1 Corporate-Tier TSR user, will walk away with a cash reward of SGD$1,500 each. The lucky draw is an additional feature to incentive users to shift their travel behaviour based on their personalised travel planner. The winners will be featured on the TSR portal and the Land Transport Authority’s Facebook page. Terms and conditions applies.

              • How do I qualify for the monthly lucky draw?

                You are eligible for the draw so long as you travel on the trains during weekdays.

              • How do I increase my chance of winning the monthly lucky draw?

                Each train trip that you make entitles you to one chance at the lucky draw. Travel more to increase your chances at the monthly lucky draws.

              • How will I be notified if I am a winner of the monthly lucky draw?

                Lucky draw winners will be contacted via email. More details will be provided then.

              • How do I go about collecting the SGD$1,500 cash rewards?

                The lucky draw prize may either be credited to your bank account or could be collected physically at selected collection venue upon verification of particulars and provision of other information as detailed by the Authority. Terms and conditions applies.

              • Will there still be the $1,500 lucky draw for TSR?

                Yes, there will still be $1,500 lucky draws under the new TSR system. We will resume the lucky draws starting from June 2017 onwards after the transition period (April to May 2017) is completed.

                • Will I get referral points for inviting my friends on board TSR?

                  No referral points will be given. To invite friends, click on the “add friend” icon and provide the relevant information. Once your friend has agreed to be added to your friends list, you may view his activity at your home page.

                • What is the purpose of having the Friends list on the New TSR?

                  This friends feature is mainly for users to spread the word on TSR so more people can benefit from this TSR scheme.

                  • What is the Travel Planner?

                    The Travel Planner encourages commuters to shift out of the morning peak period. It analyses your past travel patterns and recommends tap-in timings unique to each commuter.

                  • How does the Travel Planner work?

                    The Travel Planner analyses your travel patterns on a quarterly basis, and recommends tap-in timings via Travel Plan messages sent to your TSR inbox. You will earn cash incentives if you follow the recommended tap-in timings, which achieves the purpose of reducing rail crowding during the morning peak hour. If you do not receive a recommended tap in time, it means that you are already travelling at an ideal time. Do continue travelling on the rail network to earn TSR points, which can be converted to cash or used to earn more points/cash by playing the TSR game.

                    Cash Reward
                    Each quarter is divided into six bi-weekly assessment periods. The first bi-weekly assessment period will commence on the first Monday of the quarter. Each time you adhere to the recommended tap-in time for your first morning weekday trip (excluding public holidays) during the six bi-weekly assessment periods, you will receive cash rewards.

                    Bonus cash rewards
                    If you adhere to the recommended tap-in time for your first morning weekday trip (excluding public holidays) five times or more within one bi-weekly assessment period, you will receive bonus cash rewards. You may receive bonus cash rewards once very bi-weekly periods, up to a maximum of six times within a quarter.

                  • What are the defined quarters?

                    The quarters start from July, October, January and April of each year, e.g. July 2017 to September 2017, October 2017 to December 2017.

                  • What are the defined bi-weekly assessment periods?

                    Each quarter will be divided into six bi-weekly assessment periods. The first bi-weekly assessment period of each quarter will commence on the first Monday of the quarter.

                    Example:
                    Four quarters in a year:
                    January – March
                    April – June
                    July – September
                    October – December

                    Six bi-weekly assessment periods for July 2017 to September 2017:

                    • 3 July 2017 to 16 July 2017

                    • 17 July 2017 to 30 July 2017

                    • 31 July 2017 to 13 August 2017

                    • 14 August 2017 to 27 August 2017

                    • 28 August 2017 to 10 September 2017

                  • How do the Travel Plan messages look like?

                    The Travel Plan messages which you will receive via your TSR inbox contain the following information: recommended tap-in time, information about the current quarter, information about bi-weekly assessment periods, targeted number of tap-ins required at recommended times, amount of base and bonus cash rewards etc.

                  • When will I receive the first Travel Plan message?

                    If you have just signed up as a TSR user at the start of a quarter, you will receive the first Travel Plan message on the first Monday after you become an active user and on the first Monday of each subsequent quarters.

                    If you have signed up for TSR during the quarter, you will not qualify for the current quarter but will be eligible to participate in the next quarter. You will receive the Travel Plan message on the first Monday of the subsequent quarter.

                  • When will I receive the bi-weekly Travel Plan summary messages and what will it contain?

                    (Only for selected TSR users whose Travel Plan quarter start message includes a recommended tap-in time)

                    You will receive the bi-weekly Travel Plan summary messages on every alternate Sundays, one week after the end of each bi-weekly assessment period. It will include a summary of the base cash rewards and bonus cash rewards that you have earned, if any, for each bi-weekly assessment period.

                  • When will I receive the Monthly Travel Plan messages and what will it contain?

                    (Only for users whose Travel Plan start of quarter message does not include a recommended tap in time)

                    You will receive the Monthly Travel Plan message on the coming Sunday after the month has come to an end. The Monthly Travel Plan message will recommend you to continue travelling as per normal given that you are already travelling at an ideal timing that achieves the objective of reducing rail crowding during the morning peak hour.

                  • When will I receive the Travel Plan end of quarter summary message and what will it contain?

                    (Only for selected TSR users whose Travel Plan quarter start message includes a recommended tap in time)

                    You will receive the Travel Plan end of quarter summary message on the coming Sunday after the quarter has come to an end. The Travel Plan end of quarter summary message will summarise the total amount of cash rewards you have earned for the quarter.

                  • Am I eligible for the Travel Planner?

                    You are eligible for the Travel Planner so long as the verifications for both email address and travel card are completed and deemed to be valid.

                  • When will my cash rewards be credited to my TSR account?

                    Cash rewards earned through the Travel Planner will be credited on the day you receive the bi-weekly Travel Plan summary message. You may check your cash rewards at the “Payout History” page.

                    • Are points needed to play the game?

                      Yes. You will need to spend your TSR points for each attempt on the game starting 1 May 2017.

                    • What is the objective of the game?

                      The objective of the game is to guide your avatar, Jerry to an empty seat before the clock runs out. In addition, Jerry must not occupy an empty seat when there is elderly or pregnant woman waiting for one. If Jerry does this, you will lose the game.

                    • How do I play the game?

                      If the game is played through a computer:


                      • Move Jerry around the cabins using the left and right arrow found on your keyboard.

                      • Move Jerry to an empty seat using the up arrow.

                      If the game is played through a mobile phone:

                      • Move Jerry around the cabins by swiping left or right.

                      • Move Jerry to an empty seat by swiping upwards.

                    • Is there a limit on the number of times I can play the game?

                      No, there is no limit. You may play the game so long as you have enough points to spend for each attempt starting 1 May 2017.

                    • What do I get if I win the game?

                      You will be able to win points or cash rewards up to $200 if you complete the game successfully starting 1 May 2017.

                    • Where will my winnings be reflected?

                      Points won through the game will be reflected at the "Points History page". Cash rewards won through the game will be reflected at the "Payout History" page.

                    • Is the game available on my mobile phone internet browser?

                      Yes, it is available. However, user experience on the game is best when played on the computer.