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SINGAPORE: Users of the ActiveSG platform for booking public sports facilities are unhappy about the switch to a new web-based system, with some people confused about not being able to use entry passes from the previous platform.
This resulted in delays entering sports facilities as they had to buy new passes.
Others say payment has been a hassle without an e-wallet – a function that was available on the previous booking platform.
Government-run ActiveSG sports facilities are located across Singapore, and users can book facilities such as badminton courts, or buy passes to enter pools and gyms.
The agency in charge, Sport Singapore (SportSG), introduced the new booking platform called MyActiveSG+ on Jun 15 this year to combat the use of bots and multiple accounts to book its sports facilities. SportSG began phasing out certain functions related to the older booking platform – a web and mobile booking application – before June.
While users have encountered teething problems since the launch in June, more complaints surfaced after some people realised that from Thursday (Aug 15), they could not enter facilities with passes bought from the old platform.
Unlike its predecessor, MyActiveSG+ is web-based, meaning users no longer have to download an app. They will be required to sign up and log in with their Singpass to prevent people from holding multiple accounts or using bots for bookings.
Between 2021 and March 2023, more than 200 ActiveSG accounts were suspended for suspected use of bots to book sports facilities. More than 600 bookings were cancelled due to “on-selling” – when a user sells their booked slot to another party.
In July, the Auditor-General’s Office (AGO) reported that 18 accounts belonging to dead members had been misused by users who entered ActiveSG swimming pools and gyms 283 times.
MyActiveSG+ will have safeguards to minimise such occurrences, SportSG told AGO in reply to the report. The refreshed platform is part of efforts to ensure easy and fair access to the booking of public sports facilities and programmes.
The existing ActiveSG app will be discontinued on Oct 1.
As part of the move, MyCash, an e-wallet which users could top up to pay for their purchases via the ActiveSG app, ceased to function on Wednesday, with any balance to be refunded to their PayNow-NRIC-linked bank account by the end of the month.
Ms Joelle Ong, who books classes at ActiveSG, said paying has become more “troublesome” as she has to use her credit card every time she signs up for a class. With MyCash in the past, she could use a QR code to pay, with the fee deducted from her balance.
She is also unsure how to link her children’s accounts to her own with the new platform but said she will find out this weekend when she takes them swimming.
The change in entry to ActiveSG gyms and swimming pools has also confused users, who were no longer able to use passes bought through the ActiveSG app from Thursday. They are instead required to buy passes through the new platform and show these digital passes to duty staff upon entry.
On Friday, ActiveSG employees were seen assisting handfuls of users looking to access the gym or swimming pool at ActiveSG Sengkang Sports Centre. Signs were placed at the entrance of these facilities to inform users of the change.
A housewife, who only wanted to be identified by her first name Fiona, was confused by the entry requirements even before Thursday due to her existing ActiveSG credits.
“People got confused how they were going to use their old credit,” said the 53-year-old. ActiveSG credits are another form of e-payment that was available on the ActiveSG app, alongside MyCash. Leftover ActiveSG credits were ported over to the new platform by Jul 1, according to the ActiveSG FAQ.
Ms Fiona described how her entry to Sengkang Swimming Complex weeks ago was delayed by 10 minutes as she was not sure if she could use her remaining credits or had to buy new passes. According to her, the credits had not been transferred to the new platform at the time.
As a result, she bought three passes with a few months’ validity on the old platform.
She was back at the pool this week and said there was general confusion about buying passes.
“On Tuesday (when) I came, a lot of people were stuck and asked how to purchase the passes. That’s why that time it was very confusing. Especially (for people who were) not regular users, they were a bit lost,” she added.
Swim coach Mr Yao, who teaches regularly at Sengkang Swimming Complex, said one of his students had to rely on his mother to show employees the entry pass before he could enter the pool on Thursday.
The child used to be able to enter using his EZ-Link card, or what ActiveSG calls the School Smart Card.
“So now without EZ-Link card, the younger ones (who) don’t have phones with them … have issues, because then the parents have to come,” said Mr Yao, 42.
“Usually the mother will just drop (my student off) then he uses the bus card, the EZ-Link card. Without the EZ-Link card yesterday, the mother had to come and use her phone to show the pass then she could leave.”
It is unclear why the child could not enter using his School Smart Card.
According to ActiveSG’s FAQ, screenshots of the pass will not be accepted.
But children who are unaccompanied by parents need only to approach staff at the entrance and quote their parents’ mobile number or NRIC number to verify that parents have bought a pass for them. They must bring along their School Smart Card for verification.
Noting how users will now have to buy an entry pass with PayNow or credit card, Mr Yao said it was more troublesome, especially given that the pass is only valid for a day.
“So if you buy on the day and then suddenly (there is) heavy rain, then you cannot use it.”
In its FAQ, ActiveSG cited a few reasons for its switch to a web-based platform, including how this allows for a wider reach as it eliminates the need to download and install an app for different platforms.
With a web app, updates are automatic and users will always have the latest features and bug fixes without the need to download anything, the FAQ added.
It said a web app is more convenient as a user can simply access it through a browser bookmark or saved shortcut.
In a Facebook post on Friday night, ActiveSG laid out more FAQs in response to questions from users.
“The old ActiveSG system served us well for many years, but that contract was expiring. We chose to rebuild it in-house to give us more control of the system, and allow us to take action on critical issues such as bots and scalping of courts,” it said in response to queries as to why the new platform was built.
The post, written by a member of the MyActiveSG+ team identified as Sebastian, also addressed why turnstiles were not used anymore.
It said the new system was planned to “interface with a new entry system” for ActiveSG facilities and that ActiveSG has implemented passes without having to link with physical turnstiles.
“We will study if this presents a different way for access control to the pools, much like how most gyms today operate without turnstiles,” said the post.
Through further user feedback, ActiveSG said it learnt that scalpers were still abusing balloting with new strategies. This problem is being worked on and measures will be implemented soon.
The scanning of NRICs has been reimplemented as ground officers were checking them manually, resulting in longer queues and waiting times, it said.
Also making a comeback is the gym crowdedness feature from the old app, due to its popularity among users.
In the coming days, the post said that users will be able to enjoy improved programme discoverability and pass consumption history.
“We know changing to a new system can be confusing, so thank you all for giving us feedback and helping us fix teething issues! We really think this system will allow us to be much more responsive to people’s needs, and move a lot more quickly to address problems,” said the post.
Those with feedback about other issues can submit them online.
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