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OnePass Support

FAQ

General

Logging In

Trusted Devices (on My Singtel App)

  • 1.
    What is a Trusted Device?
    A Trusted Device is a device that you usually use to log in to your OnePass account on My Singtel app. This can be a mobile phone that we recognise and use to quickly verify your identity or notify you of any suspicious account activity.
  • 2.
    How do I add or remove a Trusted Device?
    To add a new Trusted Device, log in to My Singtel app on that device with your OnePass ID and password, let us verify your identity once, then tap Add device.

    To remove or manage your list of Trusted Devices, go to More > Security and login. You can add up to 10 devices, but keeping the list to only the ones you use regularly would be good practice.
  • 3.
    Why should I add a Trusted Device?
    • For account security: Adding a device to your list of Trusted Devices will ensure that only you have the rightful access to your account, even if someone else has your password.

    • For greater convenience: After adding a device to your list of Trusted Devices, you will no longer need to verify your identity for subsequent logins on that device.
  • 4.
    What should I do when I see a device that I don’t recognise on my list of Trusted Devices?
    If you recently reset a Trusted Device to its factory settings or switched to using a new or different device, your previously-added Trusted Device may still be on this list.

    To remove a device you don’t recognise on My Singtel app, go to More > Security and login, select and remove it from your Trusted Devices list.
  • 5.
    Why have all my devices been removed from my Trusted Devices list?
    You may have recently changed your OnePass password. To protect your account, doing so will automatically remove all Trusted Devices from your account.

Account

Security

  • 1.
    What are some characteristics or examples of scams?
    If you received a suspicious message telling you that your account had been compromised, or that your password was reset but you don't remember doing so, or encounter someone claiming to be from Singtel and asking for your account name and password, it is most likely a scam.
  • 2.
    How can I protect myself against phishing and other scams?
    • Add a mobile number that you frequently use to your OnePass account. This will enable multi-factor authentication and increase security
    • Think twice before sharing passwords and sensitive personal information with anyone, including family and friends
    • Do not open suspicious links or install any software when asked
    • Delete suspicious emails and be wary of messages/phone calls from unfamiliar numbers
    • Reach us at 1688 if you need to verify a request or other information

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FAQ

  • 1.
    Can I trade in my mobile device online?

    Yes, as long as it's in good working condition and comes with its original battery, charger and accompanying accessories. Before you check out, click on 'Trade in your phone' to see the trade-in value. This will be used to offset the cost of your new phone purchase.

    Note:
    • Trade-in is only available for the Delivery option
    • All information must be deleted by performing a factory reset
    • There must be no cosmetic damage, e.g. scratches on screen or missing parts
  • 2.
    How do I check what Singtel vouchers I have?

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