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Managing 2FA and account details

SingPass 2FA

SMS 2FA
1.	I did not receive a One-Time Password after multiple requests. What shouldI do? Please try again after 5 minutes, as the mobile network may be congested. If you are still unable to receive One-Time Passwords, please contact SingPass Helpdesk at support@singpass.gov.sg or +65 6643 0555.
2.	The system indicates that 'the One-Time Password (OTP) has expired'. What should I do? If you did not receive your One-Time Password (OTP) within one minute, select 'Resend OTP' to request a new OTP.
3.	I have already set up my OneKey Token. Now, I want to set up my SMS 2FA. What should I do? To set up SMS 2FA: Log into SingPass using your OneKey Token Select 'Set up 2FA' icon Select 'Register SMS 2FA' Enter and verify your mobile number Note: You can choose your preferred mode of verification by selecting 'Manage 2FA'.
4.	I am travelling overseas and will still be using a Singapore mobile number. Can I still use my SingPass SMS 2FA? Yes. If you are using your Singapore-registered mobile number overseas, you should be able to use SMS 2FA and receive notifications. Note: There may be a lag time in receiving One-Time Passwords via SMS.
5.	I am relocating overseas. Can I use my overseas mobile number for SingPass SMS 2FA? Only Singapore-registered mobile numbers can be used to register for SMS 2FA. If you are traveling or living overseas, please register for a OneKey Token instead. Click here to learn more about setting up OneKey token.
OneKey Token 2FA
1.	What happens if the OneKey OTP is not accepted? Press the green 'OTP' button on your OneKey token to generate a new One-Time Password (OTP). If the OTP is not accepted after 10 consecutive attempts, please contact Assurity Helpdesk at helpdesk@assurity.sg or +65 6566 3539.
2.	I am using a new/different OneKey Token. How do I update it in SingPass? To update your OneKey Token: Log into your account www.singpass.gov.sg Select 'Manage 2FA' icon Select the 'Update' button next to the OneKey Token serial number Please have your new token with you, as you will need to generate a One-Time Password for verification.
3.	What happens if I had accidentally pressed the 'OTP' button on the OneKey Token when I am not logging into SingPass? This will not affect your subsequent logins. You may generate a new One-Time Password (OTP) upon your next login.
4.	I have misplaced my OneKey Token. How can I get a new one? To register a new OneKey token, there will be a replacement fee of SGD 15 (payable to Assurity). Visit https://portal.assurity.sg> Log in via SingPass > Select 'Get New OneKey', OR Visit Assurity Customer Care Centre in-person, with your original FIN card, to purchase a new token. If you are a Singapore Citizen living overseas, you will have to pay SGD 15 for replacement token, and an additional SGD 35 for delivery (payable to Assurity). This includes the administrative fees incurred when mailing the secure device overseas. For assistance, please contact Assurity's Helpdesk at helpdesk@assurity.sg or +65 6566 3539.
5.	My OneKey Token is out of battery. What should I do? You can visit Assurity Customer Care Centre in-person, with your original NRIC/FIN card. An Assurity officer can help to assess the condition of your token. For assistance, please contact Assurity's Helpdesk at helpdesk@assurity.sg or +65 6566 3539.
SingPass Mobile
1.	I have lost my mobile device / My mobile device has been stolen. What should I do? Option 1 As an immediate measure to safeguard personal data, you should log in to your SingPass account at www.singpass.gov.sg > Select ‘My Account’ > Select ‘Manage 2FA’ > ‘Deactivate’ to deactivate your SingPass Mobile app. Option 2 You may also choose to visit any SingPass counter in-person, with your original NRIC or FIN card, to deactivate your SingPass Mobile app on the lost device. Option 3 You can install the SingPass Mobile app on a new mobile device. Once you have activated SingPass Mobile on your new device, the SingPass Mobile app on your lost device will be automatically deactivated to ensure security.
2.	I got a new mobile device. What should I do to use the app on this new device? You should download and set up the SingPass Mobile app on your new device. Once you have activated SingPass Mobile on your new device, the SingPass Mobile app on your previous mobile device will automatically be deactivated to ensure security. There is no need to uninstall the app from previous devices.
3.	I have changed my mobile number. What should I do? If you have changed your mobile number, log in to your SingPass account at www.singpass.gov.sg > Select ‘Update Profile’ and provide your new mobile number.

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