FAQ

Singapore Pools Account registration

- What are the prerequisites to sign up for a Singapore Pools Account?

    To sign up for a Singapore Pools Account, you must:

  • be a Singapore Citizen or Permanent Resident,
  • or a foreigner residing in Singapore, with a valid Singapore Foreign Identification Number (FIN)
  • be at least 21 years of age
  • provide a local mobile number
  • provide a Singapore residential address
  • not be subjected to any of these exclusions:
  1. a family exclusion order made under section 162 or 165C of the Casino Control Act ('CCA')
  2. an exclusion order made under section 165 or 165C of the CCA
  3. an exclusion from any casino premises by the operation of law under section 165A(1)(a) and (b) of the CCA

  Each customer can only have one account.

- What is the registration process for using SingPass Myinfo? What documents do I need?

  • Select sign up using SingPass Myinfo (preferred option - no document needed). After submitting registration form, you will be prompted to complete identity verification using SingPass Identiface.

- What is the registration process for using online registration form?

  • After submitting online registration form, you will need to upload image of your NRIC/FIN card (in JPG, TIG, PNG, GIF, BMP or TIFF format).
  • Singapore Pools will check your application eligibility within two days after you have completed identity verification. You may log into your account with your username and password to check application status.

- What documents do I need to prepare for for using online registration form?

  • For selected long-term pass holders without physical FIN cards issued by ICA, you may upload image of MyICA digital pass with QR code for verification.
  • For FIN holders, you will need to upload proof of residential address. You will be prompted to complete identity verification with your original NRIC/ FIN card through an online video call or at any Singapore Pools branch.

- What are the acceptable documents for proof of residential address?

  • Within 3 months from date of issue - Bill, statement or letter from HDB, Service and conservancy bill, or letter from Town council/ Management Corporation Strata Title (MCST), bank, insurance provider, cable TV, telecommunications/ internet/ telco, utilities service provider.
  • Within 6 months from date of issue - Tenancy agreement for residence.
  • Within 12 months from date of issue - Bill or letter from LTA (e.g. road tax), IRAS (e.g. income tax or property tax), statement or letter from CPF or other government agencies.
  • Work permit of foreign domestic worker (domestic helper) showing employer address on FIN card or screenshot of SGWorkPass App for foreign domestic worker (domestic helper) showing employer address within work permit validity.

- Which devices/browsers/operating systems are compatible with the Singapore Pools website for identity verification?

  • Identity verification on mobile app works best on Android devices operating on recent Android releases, and on Apple devices operating on recent iOS releases.
  • *Please note that BETA versions are not supported.

Find out more on how to download our app.

- Which devices/browsers/operating systems are compatible with the mobile app for identity verification?

     Identity verification on website (desktop or mobile) works on any operating system with these browsers:

  • Chrome - Version 63 and above
  • Safari - Version 11 and above
  • Samsung Internet Browser - Version 4 and above

- How will I be notified when my account is activated?

  • A SMS will be sent to you once your account is activated.

- What if my phone does not have a camera?

  • You can do online verification via the website from devices with camera or you may visit our Singapore Pools branch with your NRIC or an official document containing your FIN for the verification.

Find out more about online verification.

- After I am done with identity verification, how long does it take for my account to be activated?

  • After identity verification, Singapore Pools will verify your account eligibility within two days. No action is required from you. You may log into your account with your username and password anytime to check the status of your registration.

- Do I have to visit a Singapore Pools branch in person for verification?

  • If you have registered using SingPass Myinfo (preferred option), you can do self verification. You may also choose to do online verification on our website or mobile app, or visit any Singapore Pools branch with your NRIC or an official document containing your FIN. For selected long-term pass holders without physical FIN cards issued by ICA, you may use MyICA digital pass with QR code for verification. For FIN holders, please also provide proof of residential address.
  • Note that the image files to upload for online verification should be in JPG, TIG, PNG, GIF, BMP or TIFF format.

- Can I use digital SingPass NRIC/FIN for video or branch identity verification?

  • Only physical NRIC/FIN cards are accepted for video or branch verification at the moment. Sign up using SingPass Myinfo for self-verification, without the need to present original NRIC/FIN card during SingPass Identiface verification.

- I do not have physical card for my long-term pass, what could I use for identity verification process when I used SingPass Myinfo for registration?

  • You do not need physical ID cards for identity verification if you have registered using SingPass Myinfo (preferred option) which offers self-verification feature.

- I am unable to sign up with SingPass Myinfo and do not have physical card for my long-term pass, what could I use for identity verification process?

If you are not able to sign up with SingPass Myinfo and you are a long-term pass holder without physical FIN cards issued by ICA, you may use your MyICA digital pass with QR code for verification.

MyICA digital pass with QR code can be retrieved at:

  • MyICA mobile application/website
  • FileSG
  • SingPass application

For video verification, upload a clear and readable image of your MyICA digital pass with QR code. For verification at Singapore Pools branch, please present a print copy of the MyICA digital pass with QR code at the branch.

Note that the image files to upload for video verification should be in JPG, TIG, PNG, GIF, BMP or TIFF format.

 

Registration via Video Call

- How do I conduct identity verification via video call?

  • When signing up for a Singapore Pools Account on the website or mobile app, you are able to verify your identity online by uploading images of your NRIC or an official document containing your FIN, and then initiating a video call on the Account Status Page.

Find out more about registration and verification.

- When can I conduct my identity verification?

  • After submitting your online registration form, Singapore Pools requires your identity to be verified either online or at any of our branches.

Find out more about registration and verification.

- What do I need to prepare before the video call?

  • Get ready your NRIC or an official document containing your FIN and make sure you are at a well-lit, quiet environment with a strong Internet connection.

- Is my video call recorded?

  • All calls are safely stored for audit and training purposes.

- Is my uploaded ID image safely stored?

  • Security arrangements are in place to protect our customer data against loss or theft, as well as unauthorised access and undue disclosure. Some of the technical safeguards include encryption, firewalls and Secure Socket Layer (SSL).

- Why must I enable the camera and microphone functions?

  • Our Customer Service Representative will be conducting the verification over the video call, to match your NRIC or an official document containing your FIN to the caller.

Find out more about registration and verification.

- How long do I have to wait to get through to a Customer Service Representative?

  • We are not able to determine the waiting time, as it depends on the call traffic on each day.

- Who am I talking to in the video call?

  • You will be talking to one of our Customer Service Representatives.

- Can I bet immediately after the video call?

  • You will only be able to start betting only after your account is activated.

- Why am I asked to go to a branch for verification even after the video call?

  • You may be advised to go to our branch for verification if our Customer Service Representative is unable to verify your identity through the video call.

 

Registration via SingPass Myinfo

- How is SingPass used in the Singapore Pools Account registration process?

  • SingPass users can retrieve their personal data via SingPass Myinfo, with consent, to conveniently pre-fill the online registration form for a new Singapore Pools account.
  • SingPass users will also be able to use SingPass Face Verification, with users' consent, as a Two-Factor Authentication (2FA) method to verify their identity securely and instantly.

- Can I still sign up for a Singapore Pools account if I do not have a SingPass account or have forgotten my SingPass ID and password?

  • You can do a manual registration and proceed to undergo the identity verification process.

Find out more about registration and verification.

- I have issues signing up for a Singapore Pools Account/cannot complete the account registration form using SingPass Myinfo. What should I do?

  • There may be a technical issue. You can report details using the webform or contact Customer Service at 6786 6688.

- I need to reactivate my Singapore Pools Account. Can I do so with SingPass, and how do I do this?

  • Log in to your Singapore Pools account. Click on forget password/ID if you have forgotten either. Select the option of using SingPass for reactivation. You will then be prompted to retrieve your personal data via SingPass Myinfo, with consent, to conveniently pre-fill the online registration form.
  • Thereafter, you will be prompted to use SingPass Face Verification, with consent, as a Two-Factor Authentication (2FA) method to verify your identity securely and instantly.

- Can I sign up for a Singapore Pools Account using SingPass Myinfo and SingPass Face Verification via the Singapore Pools mobile app?

  • You can sign up for a Singapore Pools Account using SingPass Myinfo for convenient registration form-filling and SingPass Face Verification for instant identity verification on the Singapore Pools mobile app if you do not wish to use a desktop browser.
  • Android mobile app users need to complete the account registration and identity verification process using SingPass via a web browser before signing up for an account via SingPass Myinfo.

- Can I log in to my Singapore Pools Account using SingPass?

  • Your SingPass account cannot be used to log in to your Singapore Pools Account.

- I encountered duplicate phone/email error when using SingPass signup. What should I do?

  • The phone number/email you are attempting to register may already have been registered for a Singapore Pools Account. If you have not registered for an account with the aforementioned phone number/email prior to this transaction.
  • You can report details using the webform or contact Customer Service at 6786 6688.

- How do I ensure that the Singapore Pools website or app that I am accessing is genuine before I proceed to use my SingPass for the Singapore Pools Account registration process?

  • With the increasing number of phishing scam incidents, we strongly advise our customers to stay vigilant online or contact Customer Service at 6786 6688 if you have doubts.

Find out more about scams.

- What are the supported browsers for SingPass face verification?

  • You can use Chrome, Firefox, Edge, on Windows, macOS.
  • iOS users may be unable to do face verification via browser. Kindly consider using Singapore Pools App instead.

 

Other registration-related FAQs

- I have closed my account previously. How do I reactivate my account?

  • Log in to account using previously registered username and password. Key in the OTP (One-Time Password) sent to your registered mobile phone. If you have forgotten your login and/or password, click on [Forgot Login?] to retrieve your details. If you have changed your mobile number, NRIC number or FIN, contact Customer Service to assist you. The update may take up to two days to complete.
  • Thereafter, you may reactivate your account by resubmitting your particulars after login. Follow the on-screen instructions to verify your identity to complete your submission.

- Why am I unable to open an account? Why is my NRIC number/FIN, or mobile number already registered?

  • You may already have a Singapore Pools Account or have previously applied for an account with Singapore Pools. Each customer can only have one account.
  • Log in to your account using your chosen username and password. Key in the OTP (One-Time Password) sent to your registered mobile phone to assess your account status. If you have forgotten your login and/or password, click on [Forgot Login?] to retrieve your details.
  • If you have changed your mobile number, NRIC number or FIN, contact Customer Service to assist you. The update may take up to two days to complete.
  • You may choose to reactivate your account by resubmitting your particulars after login. Follow the on-screen instructions to verify your identity to complete your submission.

- I am a Singaporean living overseas. Can I sign up for a Singapore Pools Account?

  • You will not be able to access our website or mobile app, including the online registration form, from overseas.
  • However, if you return to Singapore and meet all prerequisites, you can register for a Singapore Pools Account.

- I am a foreigner living in Singapore. Can I sign up for a Singapore Pools Account?

  • If you have a valid Foreign Identification Number (FIN) and meet all prerequisites, you can sign up for an account. You will need to provide your Singapore address and Singapore phone number during account registration. You can only access our website or mobile app, including the online registration form, if you are in Singapore.
  • If you are a foreign passport holder, you will only be able to select and bet on Horse Racing.

- I am a foreigner living overseas. Can I sign up for a Singapore Pools Account?

  • You can only access our website or mobile app, including the online registration form, if you are in Singapore.

- Can I sign up for an account on behalf of somebody else?

  • All account activities, including registration, must be conducted by the customer. Each customer takes full responsibility of the account. We will verify the customer's identity during registration and transactions in compliance with regulatory requirements and to ensure account security.

- Can I sign up for an extra account?

  • Each customer can only have one account.

- Is there a registration fee?

  • There is no registration fee.

- Are there any membership fees to maintain an account?

  • There is no fee. However, certain account services such as Horse Racing Channel and live streaming services will require monthly subscription fees.

- Is there any sign-up offer?

  • There is no sign-up offer.

- Can I sign up for a trial?

  • There is no trial account.

- Will anyone know I have a Singapore Pools Account?

  • All information you provide to Singapore Pools is protected under the Personal Data Protection Act and will be kept strictly private and confidential.
  • Information will only be released for the purpose of verifying your account eligibility by conducting credit, probity and other verification checks with the National Council on Problem Gambling and law enforcement authorities if required.

 

Account registration step-by-step guides: