Frequently Asked Questions

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2 Factor Authentication

SMS Token

1. How do I update the change of my mobile number for SMS Token?
2. What to do if I lost my mobile phone that my OTP is sent to?
3. How long must I wait for my SMS Token to be activated?
4. How long must I wait for my OTP to be sent?
5. Why am I not receiving my OTP on time?
6. I did not receive my SMS OTP although I have received the SMS activation letter from your Bank.
7. What is short code barring and who should I call to check on this?
8. Can I use an overseas mobile no. for SMS Token?
9. How long is the OTP (One-Time Password) for SMS Token valid for?

Question1: How do I update the change of my mobile number for SMS Token?
Answer:

For security reasons, You will have to complete the 'SMS Token update' form and mail it in to us at :

finatiQ.com
Bank of Singapore
P.O. Box 1900
Robinson Road Post Office
Singapore 903750

Question2: What to do if I lost my mobile phone that my OTP is sent to?
Answer:

Please contact our Client Contact Centre at 1800 438 3883 (65 6438 3883) for assistance.

Question3: How long must I wait for my SMS Token to be activated?
Answer:

Upon selecting SMS token online, the token will be activated immediately after clicking the “submit” button. You will receive an acknowledgement message almost immediately. (Dependent on Telco traffic)

Question4: How long must I wait for my OTP to be sent?
Answer:

Generally less than 5 minutes for Singapore Telco during normal period. Please note that there might be delay due to individual Telcos, festive seasons or when you are overseas (using Singapore Mobile No.).

Question5: Why am I not receiving my OTP on time?
Answer:

Please note that there might be delay due to festive seasons or when you are overseas.

Question6: I did not receive my SMS OTP although I have received the SMS activation letter from your Bank.
Answer:

Check if the number you registered with us is the current number with the current mobile phone service provider. We are unable to support number retention services for the SMS tokem. If you are unsure of the number you have used, please contact us at 1800 438 3883 for assistance.
Check with you mobile phone service provider to see if you have applied for any short code barring service. As our SMS sender title bears 'finatiQ you might not be able to receive the SMS at all.
Check if you SMS inbos has sufficient space to receive incoming messages.
Check if your current location has GSM / GPRS reception.

Question7: What is short code barring and who should I call to check on this?
Answer:

You may call your individual mobile phone service provider at the following numbers: Singtel - 1626, M1 - 1627, Starhub - 1633

Question8: Can I use an overseas mobile no. for SMS Token?
Answer:

No. I am afraid we are unable to support overseas mobile phone number at this point of time as we will not be able to keep up with all the Telco overseas to ensure that customers receive their OTP on time. Thus, if you are stationed overseas or travel frequently, we will recommend that you select the hardware token.

Question9: How long is the OTP (One-Time Password) for SMS Token valid for?
Answer:

It will be valid for 10 mins after which you have to request for anoter OTP by clicking the "here" hyperlink on the OTP Activation page. The message is "If you do not receive your OTP via SMS within the next few minutes, please click here and we will resend it to your mobile phone."

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