Frequently Asked Questions (FAQ)
Open Payment System at ALR Highways

These FAQs shall be read together with the Contactless Payment Cards – Conditions of Usage for Toll Payments (“Conditions of Usage”).

ABOUT THE OPEN PAYMENT SYSTEM

1. What is the Open Payment System (OPS)?
The OPS enables the prepaid, debit or credit cards from the following payment schemes:

a) MyDebit
b) Visa
c) MasterCard

2. How does OPS work?
Just tap and go:

Enter the OPS-enabled lanes on the highway and tap your card on the yellow area of open payment card reader display:

< Sample of tap area displayed on open payment card reader

Only MyDebit, Visa and Mastercard cards are accepted.

By using your card for toll payments, you agree to abide by the Conditions of Usage.

The Conditions of Usage is published on all our websites.

3. Which Toll Plazas have the Open Payment System and when?
All twelve (12) Toll Plazas on KESAS, LDP, SPRINT and SMART will have open payment lanes.

There will be a total of 26 Open Payment System lanes across the 12 Toll Plazas.

4. If the facility is only available at selected toll lanes, how do users find out which lane is an OPS lane?
The selected lanes will have the signages below:

 

5. Can OPS be used by all classes of vehicles?
It can only be used by cars.

6. Can I use Apple Pay/ Samsung Pay facility instead of physical credit and debit cards?
If your Apple Pay/ Samsung Pay (“Mobile Payments”) has been enabled with the valid bank cards mentioned, you will be able use to it.

However, the use of Mobile Payments via smartphones is discouraged as the there is a high risk of damage (i.e. being dropped) due to the inherent conditions at the lane.

Hence, the use of mobile payments for toll payments is entirely at your own risk.

ALR Group will not compensate the user for any loss or damage to their mobile device.


BENEFITS OF THE OPEN PAYMENT SYSTEM

1. What are the benefits of the Open Payment System for road users?

Convenience:
Highway users will have more payment options in addition to Touch ‘n Go cards.
No need to reload your prepaid Touch ‘n Go card at physical touchpoints.You just need to ensure that your prepaid, debit card or credit card has sufficient balance or credit limit.

Improved road safety at toll plazas:
This will reduce the need to reverse your vehicle and change lanes when experiencing insufficient balance in you Touch ‘n Go card.

Improved traffic flow:
Lane congestion will also be reduced.


USAGE OF THE OPEN PAYMENT SYSTEM

1. Do I need to pre-register before I can use OPS?
No registration needed.
 
‘However, please ensure that the “contactless payment” function is enabled for your card.
 
Please contact your card issuer (e.g. banks, finance company or e- money issuer) for activation.
 
2. How many seconds will the Open Payment System transaction take? Is it slower than using TnG?
For fast transaction speed, your card must meet the criteria below:

a)  It’s a valid card (i.e. MyDebit, Visa or MasterCard);

b)  You have activated the Contactless Payment function and Card-Not-Present feature of your card

c)  You have no outstanding toll charges from previous journeys

If the criteria are not met, the transaction speed may be slower.

Please contact your card issuer to enable the features mentioned above.

3. What is the Contactless Payment function?
This function enables you to tap your card to make payments, instead of having to insert the card into the payment terminal or entering your Personal Identification Number (“PIN”). 
 
This feature is more commonly known as the “Paywave” function.
 
4. What is the Card-Not-Present feature?
This function enables you to tap your card to make payments, without inserting the card into the payment terminal or entering your Personal Identification Number (“PIN”).
 
The symbol for contactless payments >
This feature is commonly known as the “Paywave” function.
 
5. What is the Card-Not- Present feature?
This feature allows you to make payments with your card without being physically present when payment is made. This feature is commonly used for e-commerce transactions.
 
In the Open Payment System, this feature is solely used for the purpose of recovering outstanding toll payments relating to transactions where you have passed through the toll plaza, but payment was subsequently declined.
 
6. Are there any additional charges for using OPS?
There are no additional charges for using OPS.
 
7. Can I link multiple vehicles to a single account?
You do not need to link vehicles to a single account.
 
You may use the same card with any vehicle you are driving.
 
8. Can I request for a receipt after the open payment toll transaction is made?
We do not issue separate receipts for toll transactions.
 
9. How do I get a list of my toll transactions then?
It will be reflected in the financial statement issued by your respective card issuer.
 
10. Will I get notifications from the bank for every Open Payment transaction?
Notifications for every Open Payment transaction depends upon your card issuer.
 
Please contact your card issuer for details.
 
11. I am a supplementary credit card holder; can I use it to pay toll?
Yes, you will be able to use your supplementary credit card (Visa & Mastercard).
 
Please contact your card issuer for further clarification.
 
12. I am a taxi/ bus driver; will I enjoy the current taxi/ bus toll rate if I am using my bank card to pay toll?
You will not enjoy the current taxi/bus toll rate if you use your bank card to pay toll.
 
13. Why does my card not work?
Please ensure that:

a) It’s a valid card (i.e. MyDebit, Visa or MasterCard);
b) You have activated the contactless payment function and card-not-
present feature of your card
c) You have no outstanding toll charges from previous journeys

In the event that your card still does not work, please contact your card issuer for further assistance.


PRIVACY & SECURITY
 
1. Is my personal information secure with the Open Payment System?
Your personal card information will not be stored by any highway operator.
 
In addition, your personal details will not be shared with or sold to any other parties, in accordance with the Personal Data Protection Act 2010 (PDPA).
 
2. How do you guarantee that my transaction and personal information are secure if I tap my bank card at the toll reader?
All open payment card readers are secure and have been certified by MyDebit, Visa and Mastercard payment schemes for use at toll lanes.
 
You may contact your card issuer for further clarification and assurances.

 

DISCOUNTS & PROMOTIONS

1. How will the Open Payment System handle toll discounts or promotions offered by the card issuer?
Please contact your card issuer for any information and terms & conditions relating to toll discounts or promotions offered by your card issuer.
 
2. Will I get credit card loyalty points for toll transactions?
This depends on your card issuer.
Please contact your card issuer for details and clarification.

 

OPEN PAYMENT SYSTEM ISSUES & DISPUTES

1. What should I do if I encounter any issues with OPS at the toll plaza?
If your card is declined, please contact your card issuer for further details.
 
To continue on your journey, you may attempt to use your other valid bank cards (if any) or Touch ‘ n Go card to make payment.
 
2. If I am facing issues such as overcharging and double deduction, what can I do?
Investigation and resolution of disputes are managed by your respective card issuer.
 
Please contact your respective card issuer in the event of any disputes.
 
3. Who can I call if I have feedback or suggestions for improvement?
Please reach out to us on any of our social media channels or email us at: