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Enhanced SingPass system experiences teething problems

Zafirah Salim | July 9, 2015
According to IDA, users may not be receiving their one-time password for authentication via SMS, or the one-time password generated by their token is not successfully validated.

Some SingPass users are facing difficulties performing two-step verification (2FA) on e-services. Specifically, some users are not receiving their one-time password for authenticating their transactions via SMS, or the one-time password generated by their token is not successfully validated.

Since its launch on July 5, over 760,000 transactions have been made by more than 300,000 users. Over the last four days, about 200,000 users have successfully updated their particulars on the enhanced SingPass and more than 3,000 users have registered for 2FA services.

Addressing this issue in a Facebook post, the Infocomm Development Authority of Singapore (IDA), said that this is an "intermittent technical problem" that affects a minority of users who have already registered, activated and linked their mobile device or OneKey token to SingPass.

To prevent more users from experiencing this issue, IDA have temporarily disabled the "Link" function to 2FA on SingPass. In the meantime, users who have yet to link their mobile device or OneKey token to SingPass can still complete their transactions while the issue is being resolved.

IDA also reminded users that there is no need to rush to update SingPass accounts, adding that they can still link their mobile or OneKey token to SingPass at a later date.

"Users just need to plan in advance to provide sufficient time to set up their 2-step verification or can visit the various SingPass counters for urgent transactions," said IDA.

It advised affected users to try and re-attempt their transaction a few hours later, or contact the SingPass helpdesk at 6643 0555/6211 2100, or email support@singpass.gov.sg for assistance.

 

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