Touch 'n Go Launches SOS Balance Feature, Prevents Insufficient Balance at Tolls

Following the coverage of Touch 'n Go’s eWallet’s new SOS Balance feature yesterday, the company has confirmed that the feature is launching today. This new feature will offer temporary relief to users by delaying toll payments for up to 24 hours, with a current maximum limit of RM80.

SOS Balance is designed to prevent motorists from being stranded at toll booths due to insufficient funds in their eWallet. Starting today, the service is available for free through the Touch 'n Go eWallet app and is being rolled out initially to users who have demonstrated consistent usage, cleared outstanding payments, and frequently reloaded their eWallet. These users will be automatically enrolled and notified through a push notification through the app.

When activated, SOS Balance provides users with a 24-hour grace period to reload their eWallet and settle their delayed toll payments. After this window, any outstanding amount is automatically deducted from the user’s balance. However, if the balance remains insufficient after 24 hours, the SOS Balance feature will be temporarily suspended until the user reloads their account. Importantly, no additional fees or interest are charged for using this feature.

Users can simply tap on the car icon located at the top of the app’s main menu, or view the notification displayed beneath their eWallet balance to check for their SOS balance. It’s worth noting that SOS Balance only functions at toll plazas equipped with RFID lanes or those supporting PayDirect. Therefore, users relying solely on their Touch 'n Go cards without PayDirect will not benefit from this feature.

“The introduction of SOS balance reflects our commitment to delivering user-centric innovations that simplify and enhance the daily lives of Malaysians. By addressing common challenges faced at toll booths, this feature ensures a seamless and cashless experience, aligning with Malaysia’s digital transformation goals. Beyond convenience, it reduces delays at toll plazas, alleviates traffic congestion and enhances the efficiency of highway operations.” TNG Digital CEO Alan Ni stated.

Currently, 31 of the 33 highways across Malaysia support either RFID or PayDirect, with many offering both options. Major highways operated by PLUS Malaysia, such as the North-South Highway, ELITE Highway, and the North Klang Valley Expressway (NKVE), are fully compatible with RFID. However, the implementation of PayDirect is still underway for some routes, including the West Coast Expressway (WCE). Highways like the East Coast Expressway (LPT1 and LPT2) won’t receive the compatibility of the SOS feature for now.

While the SOS Balance feature is currently limited to toll payments, TNG Digital has revealed plans to expand its scope to other applications in the near future. Hopefully we’ll see fewer cars going into the "top-up" lane after reversing out of RFID tolls.


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