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Touch 'n Go

Touch 'n Go is a pioneering and system in , designed for seamless electronic payments in transportation and everyday transactions. Launched in 1997 as an solution, it enables users to pay for highway tolls, fares, parking, and retail purchases without , using physical cards, RFID tags, or a . By 2025, Touch 'n Go supports over 24 million verified eWallet users and more than 4 million RFID-registered motorists, making it a cornerstone of Malaysia's cashless . The system's evolution began with the introduction of the first Touch 'n Go Card in 1997, followed by the in 2000 for automated toll payments. In 2008, it expanded to rail and bus services, and by 2011, it incorporated parking payments while achieving full adoption on Malaysian highways. A major milestone occurred in 2017 when Touch 'n Go partnered with Ant Financial to establish TNG Digital Sdn Bhd, launching the in 2018 to integrate digital financial services. Subsequent innovations include RFID tags in 2019 for hands-free tolling, fuel payments at select stations in 2022, and advanced features like NFC-enabled cards and international remittances. Today, Touch 'n Go offers a comprehensive ecosystem through TNG Digital, encompassing not only mobility payments but also via GOinvest, micro-loans with GOpinjam, products like CarInsure and SafeHome, and loyalty rewards through GOrewards. Regulated by Bank Negara as an e-money issuer, the platform processes millions of transactions daily across over 2 million merchants, promoting and nationwide. It continues to innovate, such as with the 2025 introduction of Balance for emergency toll access, solidifying its role in 's sustainable and cashless future.

History

Origins and Launch

The Touch 'n Go system originated as a initiative in , aimed at alleviating at toll plazas and eliminating the inefficiencies of cash-based collections, which often led to long queues and delays on busy highways. This effort was driven by the need for a more efficient (ETC) mechanism to support the country's expanding expressway network. The system was developed and launched by Rangkaian Segar Sdn Bhd (RSSB), a formed in 1996 comprising major highway concessionaires, financial institutions, and a transit operator, in collaboration with the Malaysian Highway Authority (LLM) to ensure regulatory alignment and nationwide standardization. Local banks, including , partnered early on to facilitate card distribution, reloading through ATMs, and integration with banking services, broadening accessibility for users. The inaugural occurred on 18 March 1997 at the Jalan Pahang Toll Plaza in , marking the first use of contactless smartcards for toll payments and quickly extending to nearby plazas like Jalan Cheras. Following the urban pilot, the system expanded to major intercity routes, with implementation on the North-South Expressway (operated by ) beginning in late 1997 and achieving full nationwide rollout by 1998, including the and Malaysia-Singapore Second Link. At its core, Touch 'n Go employed proximity-integrated circuit cards (PICC) based on contactless RFID technology operating at 13.56 MHz, allowing users to tap the card on readers for seamless deductions from prepaid balances without stopping. This microwave-free approach contrasted with earlier trials and prioritized simplicity and speed. Early adoption was swift, with the system gaining widespread use across highways and demonstrating significant reductions in toll processing times, laying the groundwork for its evolution into a multi-purpose .

Expansion and Key Milestones

Following its initial launch, Touch 'n Go expanded its capabilities through strategic integrations with transportation infrastructure. In 2000, the company collaborated with highway operators to introduce , a battery-powered that enabled payments without stopping, marking an early advancement in vehicle-based RFID for Malaysian highways. This system complemented the Touch 'n Go card by allowing seamless at dedicated lanes, reducing congestion and laying the foundation for broader automotive applications. By 2008, Touch 'n Go cards were integrated into , enabling fare payments on RapidKL buses, Light Rail Transit (LRT), and other rail services operated by Prasarana Malaysia Berhad, which significantly boosted adoption among urban commuters. The ecosystem further evolved in the with Touch 'n Go partnering with Ant Financial in 2017 to establish TNG Digital Sdn Bhd, which launched the in 2018, transforming the physical card into a platform for payments, remittances, and services. This extension facilitated cashless transactions beyond , including and utilities, and by 2019, Touch 'n Go introduced RFID tags as a sticker-based alternative to for vehicle tolls, expanding to over 1.5 million units in circulation and integrating with PayDirect for automatic deductions. In 2021, the company reported over 25 million active Touch 'n Go cards in use, underscoring its scale in driving Malaysia's cashless economy. The 2020s saw accelerated growth amid global challenges and regional ambitions. During the from 2020 to 2022, Touch 'n Go intensified its contactless initiatives, offering incentives like free delivery rebates and promoting eWallet usage to minimize physical interactions, which contributed to a surge in digital adoption as preferred by four in five Malaysian consumers for mobile payments. In 2023, cross-border pilots expanded through partnerships, including integration with for payments in and remittances to over 50 countries via GOremit, while partial adoption in enabled eWallet use at NETS terminals for QR payments and retail. By 2025, under government directives for modernized tolling, Touch 'n Go's RFID technology became integral to the multi-lane free-flow (MLFF) system rollout, with pilots using RFID, ANPR, and for barrierless collection on major highways like the North-South , aiming for nationwide implementation by 2027. The company also forged partnerships with and , allowing international reloads of eWallets and cards via debit/credit options from supported countries, enhancing accessibility for tourists and expatriates. These milestones positioned Touch 'n Go as a leader in ASEAN , with ongoing ASEAN cross-border linkages for QR payments and e-wallet .

Technology

Contactless System

The Touch 'n Go contactless system employs (RFID) and (NFC) technology to enable seamless electronic payments, operating at a frequency of 13.56 MHz in compliance with the ISO/IEC 14443 standard for proximity cards. This standard ensures and secure short-range communication between the card or tag and compatible readers. At the core of the system is a microprocessor-based chip embedded in the Touch 'n Go card or RFID tag, utilizing technology with memory ranging from 1 KB to 4 KB to store the user's balance, transaction logs, and unique identification data. The chip processes and deduction commands during interactions, supporting stored-value functionality without requiring physical contact. Reader infrastructure consists of fixed antennas and terminals installed at highway toll gantries, public transit gates, and point-of-sale (POS) devices across , with detection ranges typically between 3 cm and 10 cm to minimize interference and enhance security. These readers are deployed nationwide, excluding certain expressways like LPT1 and LPT2 for RFID tags, and facilitate integration with the for account linking. The transaction process begins when the reader antenna generates an that inductively powers the passive chip in the or upon proximity. This enables bidirectional data exchange, including balance verification and real-time deduction of fares or , completed in milliseconds without user intervention beyond presenting the device. The system maintains with older setups, such as lanes, allowing Touch 'n Go RFID tags to operate in shared infrastructure.

Security and Compatibility

The Touch 'n Go system uses the proprietary for and data protection in its MIFARE Classic chips. While CRYPTO1 provides basic , it has known cryptographic vulnerabilities that can enable attacks under certain conditions. System integrity is maintained through card registration with the eWallet, unique identifiers (UIDs), and a three-pass authentication process during transactions, though these do not fully prevent advanced duplication attempts. For user-level safeguards, PIN protection is integrated into higher-value transactions via the associated , requiring a six-digit PIN or biometric verification to authorize payments exceeding standard contactless limits, thereby mitigating risks from unauthorized access. In the event of a lost or stolen card, users can promptly block it by contacting the Touch 'n Go Careline at +603-5022 3888 or submitting a request through the eWallet app, which suspends the card's functionality and allows for potential refund processing of remaining balance after verification. In terms of compatibility, Touch 'n Go cards are fully integrated with Malaysia's Electronic Non-Stopping Highway (ENH) tolling infrastructure, enabling seamless RFID-based deductions at plazas without stopping. Additionally, through a 2020 collaboration with Singapore's , the dual-currency EZ-Link x Touch 'n Go Motoring Card provides partial , allowing users to handle tolls and in both countries via separate purses on the same card, though public transit support remains limited to respective systems. System updates, including the 2022 launch of the Enhanced Touch 'n Go Card with capabilities for eWallet reloads, incorporate firmware improvements aligned with standards for associated payment functions, reducing vulnerability to skimming by enabling secure digital reloads and transaction monitoring directly through the eWallet app. These enhancements ensure ongoing compliance with evolving security requirements while maintaining with existing infrastructure.

Card Types

Standard Cards

The standard Touch 'n Go cards are designed for everyday use by general consumers in , primarily facilitating contactless payments for highway tolls, public transportation, , and select transactions. These cards operate on a stored-value system, where users preload funds to make seamless micropayments without cash handling. The most common variants include the classic and the NFC-enabled , both widely available through outlets, stores, and online platforms managed by Touch 'n Go Sdn. Bhd. The classic Touch 'n Go card serves as the foundational option for basic needs, featuring a simple, durable plastic design without advanced digital features. It supports reloads at physical touch points such as plazas, transit stations, self-service kiosks, and bank ATMs, with typical initial denominations starting at RM10 and maximum balances up to RM1,500 to ensure user safety and prevent overload risks. This has a validity period of 10 years from issuance, provided it is used or reloaded at least once annually to maintain activity, and it remains compatible with all standard Touch 'n Go readers across highways and networks. Its plain aesthetic emphasizes functionality over customization, making it ideal for first-time users focused on essential and transit payments. Introduced on April 22, 2022, the enhanced Touch 'n Go card incorporates (NFC) technology, allowing users to reload and check balances directly via smartphone tapping through the official app, eliminating the need for physical reload stations. Priced at RM10 upon purchase, it offers the same core uses as the classic version but adds convenience for mobile-savvy consumers, including auto-reload options from linked bank accounts or eWallet funds with zero surcharges. The card's validity is set at seven years, reflecting its integrated chip's lifespan, and it maintains a minimum balance requirement for certain features like transit passes. This variant has become increasingly popular, with daily restocks via the eWallet app to meet demand amid challenges. Integration with the Malaysian card, MyKad, provides another standard pathway for Touch 'n Go functionality, embedding a contactless chip directly into the government's multipurpose issued to citizens and permanent residents. Launched as part of MyKad's rollout in 2001 under the Multimedia Super Corridor initiative, the Touch 'n Go feature was incorporated by 2002 to enable electronic purse applications for payments, allowing users to preload value for tolls and transit without a separate card. This supports up to RM1,500 in stored value and is reloaded similarly to classic cards at designated points, serving over 30 million MyKad holders for daily government-linked services alongside commercial uses. By 2025, enhancements continue to expand its role in digital transactions; the Touch 'n Go feature has a 10-year validity from issuance, independent of MyKad's 5-year identity renewal cycle, though the physical card must be renewed for legal use. Co-branded variants of standard cards feature collaborative designs with local partners to appeal to niche consumer interests, often as limited-edition releases that retain core Touch 'n Go capabilities. For instance, partnerships with artists like ThatDania have produced LED-illuminated cards priced at RM25, combining aesthetic appeal with standard reload and payment functions for tolls and parking. These editions, available through the official Touch 'n Go platform, do not alter technical specs but enhance collectibility, with proceeds sometimes supporting initiatives. Similarly, collaborations with retailers like Inside Scoop offer themed cards that encourage bundled purchases, maintaining seven-year validity for models. For consumers in border regions, the dual-currency Touch 'n Go motoring card, developed in partnership with Singapore's , addresses cross-border travel needs by storing both (MYR) and Singapore Dollars (SGD) on a single chip. Launched on August 17, 2020, this standard variant enables seamless payments for Malaysian highway tolls, parking, and using MYR, while SGD supports Singapore's tolls and transit systems. The Touch 'n Go purse supports up to RM1,500, while the purse supports up to SGD500. It is reloadable via respective eWallets or kiosks in both countries. The purse has a 5-year validity, while the Touch 'n Go purse has a 10-year validity, primarily targeting Singapore-registered vehicles for Johor-Singapore commutes but available to general users. This card exemplifies Touch 'n Go's expansion for regional without requiring multiple physical cards.

Specialized and Corporate Cards

Touch 'n Go offers specialized cards tailored for business and automated usage needs, extending beyond standard consumer applications. The Fleet XS card is designed for commercial vehicle operators, applicable to Class 1-5 vehicles, and facilitates toll payments with an auto-reload feature to streamline transit expense management. It provides 30-day credit on toll billing and access to e-statements for monitoring spending, consolidating administrative processes for fleet management. The Biz XS card targets corporate users for and transactions, limited to Class 1 vehicles, and includes an auto-reload option to ensure uninterrupted funds for business transportation. It offers similar 30-day billing and e-statements to simplify oversight of company expenses, making it suitable for bulk corporate deployment and centralized tracking. For automated reloading, the Zing Card integrates with partner banks such as , , , and Hong Leong, automatically topping up RM100 from the linked or debit when the balance falls below RM50 at plazas. This feature enhances convenience for frequent users by eliminating manual interventions, with the reload triggered solely at compatible lanes. In niche applications, Touch 'n Go issues event-specific limited-edition NFC cards, such as those themed around for the Malaysian Autoshow 2025 or Transformers One for film promotions, available exclusively during events to commemorate occasions while supporting standard payment functions. These variants cater to promotional and commemorative uses without altering core card capabilities.

Acquisition and Management

Purchasing Methods

Touch 'n Go cards can be purchased online through the official app by accessing the eShop icon (available in app version 1.7.72 and above), the TNG eWallet website, or the Touch 'n Go Shop at shop.touchngo.com.my, with delivery options limited to selected regions in West and a shipping fee of RM5 applied to orders. Physical outlets for immediate purchase include Touch 'n Go Hubs (such as those at NU Sentral in and ), selected toll plazas, convenience stores like , , and , as well as participating banks and stations including LRT and counters. Self-service kiosks (SSKs) located at highways, rest and recreation areas, airports like KLIA and KLIA2, and malls such as Mid Valley Megamall and Bangsar Village II enable instant card issuance and purchase without additional fees. For corporate needs, bulk purchases of cards or customized variants are available through the official Touch 'n Go Shop's bulk order inquiry form, suitable for events, gifts, or branded solutions via the BizSpoke program. The standard and enhanced Touch 'n Go cards are priced at RM10 each, typically without preloaded credit, though some outlets may offer variants with RM5 to RM10 preload; specialized editions, such as LED or LUXE cards, start at RM20 or higher.

Reload and Maintenance Options

Touch 'n Go cards can be reloaded through multiple convenient channels to maintain sufficient for transactions. Self-service kiosks, known as Touch 'n Go Self-Service Kiosks (SSKs), are touchscreen machines located at toll plazas, shopping malls, public transport stations, and petrol stations across . These kiosks accept cash and coins for reloads, with a standard fee of RM0.50 per transaction. Reloads are also available at dedicated counters situated at bank branches, retail outlets, convenience stores, and toll collection points. These counters support cash deposits and, in some cases, credit or debit card payments, though fees may vary by location—typically RM0.50 for cash-based reloads at third-party businesses like petrol stations. Additionally, automated teller machines (ATMs) from participating banks such as , , and Bank Muamalat enable card-linked top-ups using linked savings or current accounts, incurring a RM0.50 per . For digital options, the mobile application facilitates manual or automatic reloads linked to the physical card via technology for enhanced cards. Users can top up using DuitNow Transfer or Malaysian debit cards at no charge, while non-Malaysian debit cards incur fees up to 2.6% and reloads attract a 1% fee effective from February 2024; auto-reload services, available for registered specialized and corporate cards, charge RM1.50 to RM2.00 per activation depending on the bank. Maintenance of Touch 'n Go cards involves processes for refunds, replacements, and validity management to ensure continued usability. Refunds for lost, stolen, expired, or inactive cards are processed through the official Card Portal after registration, with the eligible amount based on the verified balance at the time of request, minus the original deposit; processing typically takes 14 to 30 days and credits funds to a , international transfer (for amounts over RM100), or verified eWallet (for balances over RM100). A standard administrative fee of RM10 applies to refund requests, though small balances under RM10 may be transferred to the eWallet within 24 hours without additional processing time. Replacement for lost or damaged cards requires reporting via the eWallet or , with the remaining balance transferable to a new subject to a ranging from RM5 to RM20 depending on the type and circumstances—such as RM10 for government-issued variants. Enhanced cards, valid for 7 years, and standard cards, valid for 10 years, can have their usability extended at selected counters like LRT stations, where validity may be renewed in increments up to 3 years, potentially reaching a total of 10 years for certain integrated formats like MyKad. Users must present identification and the original for these services.

Primary Uses

Highway Tolls

Touch 'n Go facilitates on Malaysian highways through an open system, where users pay a fixed rate at each toll plaza regardless of travel distance, with deductions occurring via card tap at the reader or automatic RFID detection using a Touch 'n Go RFID tag or compatible devices like . This system supports operations on closed highways such as the , enabling seamless integration across diverse road networks. In the closed toll system, prevalent on distance-based expressways like , Touch 'n Go operates on a prepaid model, where entry and points record the journey via electronic means, calculating charges upon without cash options available since 2019 to promote efficiency and reduce congestion. The technology incorporates RFID for non-stopping intelligent vehicle detection, allowing compatible vehicles to pass through dedicated lanes at speeds up to 30 km/h while automatically deducting from the linked eWallet or card . Toll rates are determined by vehicle class and distance, with Class 1 vehicles (e.g., passenger cars) charged between RM0.08 and RM0.15 per kilometer on major routes like the , depending on the . As of 2025, pilots for (ANPR)-based toll collection began on sections of the as a step toward multi-lane free-flow (MLFF) systems. In 2025, pilots for a nationwide multi-lane free-flow (MLFF) system are ongoing, with full implementation planned for 2027, aiming to phase out cash payments and enable barrierless tolling integrated with Touch 'n Go RFID.

Public Transportation

Touch 'n Go serves as a primary payment method for public transportation in Malaysia, enabling seamless contactless transactions across various transit modes operated by Prasarana Malaysia Berhad. Since its integration with Prasarana's systems, the card has facilitated cashless payments for Rapid KL services, including buses, Light Rail Transit (LRT), Mass Rapid Transit (MRT), and Monorail lines, primarily in the Klang Valley region. Users activate the Touch 'n Go card by tapping it on validators at entry and exit gates for services or directly on onboard readers for buses, with fares deducted automatically from the card's stored value. Bus rides typically incur flat fares ranging from RM1.60 to RM2.50, while fares vary by distance, generally between RM1 and RM5 for intra-Klang Valley trips, promoting efficient urban mobility without the need for physical tickets. Concession fares are automatically applied for eligible users through specialized Touch 'n Go cards, offering a 50% discount on standard adult rates for students, senior citizens aged 60 and above, and persons with disabilities registered with the relevant authorities. These concessions encourage inclusive access to public transit, with over 230,000 such cards issued during the 2017 to the MyRapid Touch 'n Go . The system's coverage extends beyond the , with Touch 'n Go accepted on buses since the service's inception. Integration with the MyRapid Pulse app allows users to check card balances, plan routes, and monitor real-time transit information, while the enables digital top-ups and My50 unlimited monthly pass renewals starting in 2025.

Additional Applications

Retail and Parking

Touch 'n Go cards and the associated eWallet enable contactless payments at over 2 million merchants across , facilitating everyday retail purchases at locations such as supermarkets, convenience stores, and petrol stations. Users can tap their Touch 'n Go or scan a via the eWallet app for quick transactions, particularly suited for small-value purchases like groceries or . The system supports contactless payments with a default per-transaction limit of up to RM250 to enhance security. Adoption of Touch 'n Go for retail surged in the 2020s following the , driven by a preference for hygienic, cashless options that saw the eWallet user base grow over tenfold in 2020 alone. Key partnerships, such as the 2025 integration with via the Setel mini-programme, have expanded acceptance at over 1,000 stations for fuel and payments directly through the app. In parking applications, Touch 'n Go allows users to tap their card at entry and exit booms in facilities like shopping malls (e.g., EkoCheras Mall, ) and (e.g., ), where fees are automatically deducted based on duration. This contactless method has become standard in over 50 enabled car parks, with recent expansions including License Plate Recognition (LPR) parking at 12 locations as of March 2025, reducing queues and supporting post-pandemic hygiene preferences. Typical rates, such as RM2 per hour in many urban malls, are charged without additional surcharges in participating locations, promoting seamless access.

Integration with Other Services

Touch 'n Go eWallet facilitates seamless integration with entertainment services, enabling users to book cinema tickets and access attractions directly through the app. For instance, users can purchase tickets for major cinema chains such as at promotional rates, like RM12 or RM14 per ticket, streamlining the process without physical vouchers. Similarly, the platform supports bookings for handpicked attractions and experiences, including theme parks, allowing for convenient planning and payment in one interface. In the healthcare sector, is among the major e-wallets accepted for payments at government hospitals and clinics across , following the Ministry of Health's full adoption of e-payment systems in 2021. This includes options for settling medical bills via the eWallet at upgraded counters. Additionally, select pharmacies, such as AA Pharmacy outlets in the and , accept for purchases of supplements and health products since at least 2020. Touch 'n Go supports limited international functionalities, primarily through QR-based payments for overseas travel in over 50 countries, including (via PromptPay), (via QRIS), and . Since 2023, the eWallet has enabled seamless cross-border transactions in these destinations, with a 1% conversion fee applied to overseas QR payments starting April 2024. A notable advancement includes cross-border charger roaming launched in 2025, allowing Malaysian users to access over 6,000 charging points in via partnership with Voltality. While pilots for broader , such as with and , were explored in regional QR linkage initiatives around 2024, full-scale adoption remains in testing phases for Johor-Singapore commuter travel. Beyond these, the eWallet integrates with utility bill payments, allowing users to settle household bills directly through the app for services like and . It also supports donations via QR scans to registered non-governmental organizations (NGOs) and efforts, such as victim , with features for tax-deductible contributions introduced as early as 2020. Although no dedicated option at toll plazas is available, the platform's tools have facilitated direct support to causes like the Akaun Amanah Kemanusiaan Rakyat Palestin (AAKRP).

Touch 'n Go eWallet

Core Features

The Touch 'n Go eWallet was launched in 2018 by Touch 'n Go Sdn Bhd through its fintech subsidiary TNG Digital Sdn Bhd, in collaboration with Ant Financial (now ), as a mobile application enabling and NFC-based contactless payments for everyday transactions in . At its core, the eWallet provides balance management through a virtual wallet that synchronizes with physical Touch 'n Go cards, allowing users to view, top up, and deduct balances seamlessly across digital and physical formats. The wallet supports tiered limits based on verification levels, with the basic tier capping monthly transactions at RM2,000 (excluding transportation) and the standard tier enabling up to RM20,000 in wallet size for higher-volume users. Key payment functionalities include scan-to-pay options via QR codes at over 2 million merchant touchpoints for retail, dining, and services, as well as taps for quick in-store transactions. Users can perform transfers instantly using just the recipient's phone number, supporting amounts up to RM9,999 per transaction, and bill splitting features integrated within group payments to divide costs among friends or family. The platform incorporates rewards through the GOrewards program, where users earn points on eligible spends redeemable for vouchers, products, or deals; for example, points accumulate on categories like groceries, petrol, and bills, with promotional rates often ranging from 1% to 5% depending on partnerships and campaigns. Integration with banking services allows instant transfers via DuitNow to more than 30 Malaysian banks, enabling seamless funding from accounts at institutions like , , and without additional fees for most operations.

Digital Enhancements and Adoption

In recent years, the Touch 'n Go eWallet has introduced several digital enhancements to improve user interaction and functionality. A notable addition is the integration of an AI-powered for , enabling 24/7 assistance through conversational queries within the app's security center. This feature addresses common user needs such as transaction troubleshooting and account management, contributing to higher satisfaction rates reported in benchmarks. Additionally, the platform supports voice-activated notifications via its Soundbox device for merchants, providing real-time audio alerts for incoming payments to enhance in retail settings. To tackle connectivity challenges in low-coverage areas, the eWallet includes offline generation capabilities, allowing users to prepare payment codes without an connection for subsequent transactions at supported outlets. The eWallet is accessible as a mobile application on and , with a for limited card management functions, facilitating use on various devices. By 2025, it has over 24 million verified users in , reflecting widespread adoption driven by its integration with everyday services like tolls and . Enhancements such as the integration with crypto platforms like Luno for purchasing digital assets since 2023 further expand its scope into emerging financial tools. Adoption metrics highlight the shift toward digital transactions, with eWallet usage accounting for a significant portion of Malaysia's payments ecosystem. The Malaysian government has actively promoted the platform as part of broader initiatives, including collaborations with UNHCR to onboard refugees and populations—supporting 192,000 refugees as of 2025—enabling access to digital payments, bill settlements, and micro-investments starting from RM10. In April 2025, TNG Digital expanded its through GOfinance to further strengthen these efforts, partnering with institutions to reach underserved communities. To support global mobility, a longstanding partnership—initiated in 2023 with the launch of the CSR-linked Visa Card—enables overseas transactions wherever Visa is accepted, with zero foreign exchange markup for eWallet-linked spending. These developments, including offline modes for rural areas and 2025 launches such as the TNG Digital Business Account, extension to ASEAN tourists, and SOS Balance for emergency toll access, have addressed key barriers and boosted .

Criticisms

Operational Challenges

The Touch 'n Go system has encountered several system outages that disrupted services for users, particularly during periods of high demand. In June 2022, the eWallet platform experienced a significant interruption affecting RFID payments and PayDirect features, rendering these services unavailable for several hours and forcing users to rely on alternative methods at plazas. Similarly, in January 2020, the system temporarily crashed due to overload as millions of users rushed to claim government-issued e-Tunai Rakyat credits, highlighting vulnerabilities in scalability during promotional surges. A further outage occurred in August 2025, where technical errors led to transaction failures, including deductions not reflected in user histories or received by merchants, with refunds taking up to 28 days in some cases. These incidents, often linked to peak usage rather than scheduled maintenance, underscored the need for robust backend infrastructure to handle concurrent transactions without failure. Compatibility issues with NFC readers have posed logistical challenges, especially for users with older mobile devices. Early implementations revealed interference between Touch 'n Go NFC systems and Visa Paywave technology, causing reading errors and failed transactions at tolls and transit points. While app updates and hardware optimizations have addressed many of these glitches over time, persistent reports of NFC reload errors on certain models persist, requiring users to update to compatible software versions or seek manual reloads at counters. Balance disputes, including over-deductions and double charges, have been a recurring operational hurdle, often stemming from synchronization delays between physical cards and the eWallet app. Transaction histories update within of activity, but users reporting erroneous deductions—such as simultaneous charges from both card and eWallet balances at tolls—must submit formal complaints via the support portal, with refunds typically processed in up to 30 days following investigation. turnaround for these cases averages longer than initial expectations, contributing to user frustration during resolution. Touch 'n Go has implemented strategies to extend access to underserved communities, including partnerships for broader eWallet adoption in non-urban regions and on-ground initiatives that registered over 220,000 micro and small businesses by December 2023. The enhanced Touch 'n Go card has a limited lifespan of seven years.

User and Regulatory Issues

Users have frequently reported challenges with Touch 'n Go services, including a 10% surcharge on parking payments using the card, limited availability of reload channels leading to top-up difficulties, and additional reload charges, which have contributed to widespread dissatisfaction. In February 2024, the introduction of a 1% fee for reloads led to a surge in negative brand sentiment, with users expressing frustration over the added costs despite free alternatives like debit cards and DuitNow transfers. These issues were highlighted in complaints filed by the Federation of Malaysian Consumers Associations (FOMCA) since 2018, prompting calls for better mechanisms. In response to FOMCA's allegations of monopolistic behavior, the Malaysia Competition Commission (MyCC) conducted an investigation but determined that the concerns primarily fell under rather than prohibited by the 2010. MyCC clarified that it lacks jurisdiction over such consumerism matters, which are handled by other bodies like the Ministry of Domestic Trade and Cost of Living, and noted that Touch 'n Go's dominance in toll payments stemmed from government designation rather than anti-competitive conduct. Despite this, mounting complaints led FOMCA to criticize MyCC's effectiveness in , advocating for institutional reforms to address ongoing user grievances. Regulatory scrutiny intensified with the government's decision in March 2023 to end Touch 'n Go's long-standing on electronic toll and payments. As of November 2025, is phased, with pilots for open payment systems including ANPR tolling tested in starting October 2025 and full nationwide rollout of Multi-Lane Free Flow (MLFF) expected by 2027, allowing alternatives like debit/credit cards and other RFID tags. Additionally, Bank Negara (BNM) imposed an administrative monetary penalty of RM600,000 on TNG Digital Sdn. Bhd. in May 2023 for breaching the Financial Services Act 2013, specifically for failing to screen customers against sanctions lists during , resulting in the inadvertent inclusion of sanctioned individuals. This violation underscored lapses in anti-money laundering and counter-financing of terrorism (AML/CFT) compliance for the e-wallet operator. Ongoing concerns include the lack of coverage by the Perbadanan Insurans Deposit (PIDM) for user funds in the eWallet, raising risks in case of operational failures.

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