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Singpass 2FA

Multi-user SMS 2FA

1.	What is Multi-User SMS 2FA? We recognise that there might be a group of users without personal mobile smartphones or computers. These users may rely on a trusted family member or caregiver to help transact digitally with the Government. The Multi-User SMS 2FA feature allows this group of users to link their account to another person’s mobile number for the sole purpose of receiving the SMS One-Time Passwords (OTP). The primary user of the mobile number will receive the secondary user’s SMS-OTP as a Two-Factor Authentication (2FA) when the secondary user is making transactions that involve sensitive data. Primary users will not be able to see what the secondary user is transacting on nor receive any government-linked mailers or notifications on behalf of the secondary user.
2.	What type of services can I expect with Multi-User SMS 2FA? This feature is offered as an alternative Two-Factor Authentication (2FA) for citizens to transact with their Singpass account. It provides access to any Government digital services and services of industry partners which require Singpass login.
3.	How can I sign up for the Multi-User SMS 2FA service? Both the primary and secondary users of the mobile number are required to present their NRIC/FIN to verify their identities and consent to the terms of the arrangement at any of the Singpass counters islandwide to activate this option. A video call can be arranged with the Singpass Helpdesk for users who are not able to visit our Singpass counters. Primary users can link their mobile number with up to five secondary users. However, as a security feature, the secondary user’s account can only be linked to one mobile user at any one time. This arrangement of having both parties present to verify their identities and consent to the terms of the Multi-User SMS 2FA setup is necessary to safeguard the interest of our users and to avoid any potential misuse. For counter locations, please visit go.gov.sg/singpass-counters. To schedule a video call with the Singpass Helpdesk, please contact support@singpass.gov.sg or +65 6335 3533.
4.	Can the secondary user be linked to more than one primary user's mobile number? No. As a security feature, the secondary user's account can only be linked to one mobile user at any one time.
5.	Is it compulsory for me to use Multi-User SMS 2FA? Can I continue to use existing methods? It is not compulsory. We encourage users to first explore other existing 2FA methods such as Singpass app, SMS One-Time Password (SMS-OTP), or Face Verification. However, we also recognise that some users might find Multi-User SMS 2FA to be a more convenient option.
6.	Is Multi-User SMS 2FA only for family members to use? This alternative 2FA method is not limited to family members. For older or less tech-savvy Singpass users who require assistance transacting with the Government, they may be assisted by a trusted caregiver who may or may not be a family member.
7.	What should I do if I change my mobile phone number? Primary users of the mobile number need to update this information with Singpass proactively. Otherwise, the SMS-OTP will continue to be sent to the old number. After the primary user has updated his mobile number with Singpass, the secondary user’s SMS-OTP will automatically be sent to the primary user’s new mobile number. There is no need for the secondary user to update Singpass separately.
8.	As a secondary user, how can I change my primary mobile number to someone else? You may visit any of the Singpass counters islandwide with the new primary user or contact the Singpass Helpdesk at support@singpass.gov.sg to schedule a video call for this. Visit go.gov.sg/singpass-counters to locate a counter near you. The system will automatically override the mobile number with the new number once the process is complete.
9.	Is this service available when either or both users are based overseas? This service is available as long as the mobile number is locally registered, i.e., starts with +65. Both the primary and secondary users of the mobile number are required to present their NRIC/FIN to verify their identities and activate Multi-User SMS 2FA over a video call with the Singpass Helpdesk. Please contact support@singpass.gov.sg to set up a video call.
10.	Once the Multi-User SMS 2FA is activated, does the primary user get to see all the secondary user's information? The only information that primary users of the mobile number will be able to see is the SMS-OTP. This means that the primary user will not be privy to the type of service that the secondary user is accessing. Secondary users will still receive direct communications from the Government via mailers and not via the primary user’s mobile number.
11.	What if one of the parties is unable to be physically present at the counter to verify their identities? The arrangement of having both parties present to verify their identities is necessary to safeguard the interest of our users and to avoid any potential misuse. If you have difficulties in being present physically, please contact the Singpass Helpdesk at support@singpass.gov.sg or +65 6335 3533. The Helpdesk will assist in conducting a video call with both parties as part of the required verification process.
12.	I am a Donee appointed under a Lasting Power of Attorney (LPA) or a Court-appointed Deputy. Can I set up the Multi-User SMS 2FA for the secondary user without needing the secondary user to be physically present? Yes, the secondary user does not need to provide consent and does not need to be physically present in this case, if he/she lacks mental capacity. The Donee appointed under a Lasting Power of Attorney (LPA) or a Court-appointed Deputy should set up their Multi-User SMS 2FA by submitting the LPA document and a medical report certifying the Donor’s loss of mental capacity, or the Deputyship court order via the links respective links below: Donees with LPA: https://go.gov.sg/multi-user-donee Deputies with a Court Order: https://go.gov.sg/multi-user-deputy The Singpass Helpdesk will contact you at the email address provided in the application form after your application has been processed, or if more information is required. Please allow up to 10 working days for the Singpass Helpdesk to process the documents and reach out to you.
13.	What if the secondary user is unable to provide consent as he/she has lost mental capacity? Primary users are required to either be a Donee with Lasting Power of Attorney (LPA) or be a Court-Appointed Deputy for the secondary to be eligible to apply for this feature. Primary users can submit their application via the links below: Donees with LPA: https://go.gov.sg/multi-user-donee Deputies with a Court Order: https://go.gov.sg/multi-user-deputy
14.	I am a Donee appointed under a Lasting Power of Attorney (LPA). What are the documents I have to submit in order to set up Multi-User SMS 2FA on behalf of the Donor? Donees are required to submit the following supporting documents: a) Lasting Power of Attorney (LPA) that appoints you to make decisions on the Donor’s behalf b) Medical Report certifying the Donor’s lack of mental capacity. Please note that: The Medical Report must be issued by a certified medical practitioner registered with the Singapore Medical Council. The Medical Report must clearly state the Doctor's opinion on the Donor's mental capacity. The Medical Report must be dated after the date of LPA registration. If the Donor's loss of mental capacity is not permanent, the Medical Report must be dated within the last 6 months. You may upload the supporting documents via the Multi-User SMS 2FA application form for Donees here: https://go.gov.sg/multi-user-donee If there is more than one Donee appointed under the LPA and the LPA states that the Donees are required to act 'jointly', each Donee will be required to submit this form separately.
15.	I am a Deputy appointed under a Deputyship Court Order. What are the documents that I have to submit in order to set up Multi-User SMS 2FA on behalf of the person lacking mental capacity (‘P’)? Deputies are required to submit a copy of the Court Order as a supporting document. You may upload the Court Order via the Multi-User SMS 2FA application form for Deputies here: https://go.gov.sg/multi-user-deputy If there is more than one Deputy appointed under the Court Order and the Court Order states that the Deputies are required to act 'jointly', each Deputy is required to submit this form separately.
16.	How can I terminate the Multi-User SMS 2FA service? Either party may visit any of the Singpass counters islandwide or contact the Singpass Helpdesk at support@singpass.gov.sg to schedule a video call for this. Visit https://go.gov.sg/singpass-counters to locate a counter near you.

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