Frequently Asked Questions (FAQ)
  1. What is Second-Factor Authentication and how does it works?
  2. What is the purpose of 2FA?
  3. Is 2FA compulsory for trading through POEMS?
  4. Will my transaction costs go up as a result of the brokers implementing 2FA?
  5. What if I lost my 2FA OneKey device and urgently need to trade online?
  6. What do I need to utilize 2FA when I trade with POEMS?
  7. What is OneKey?
  8. How do I get my OneKey device?
  9. How about for foreigners who are residents of Singapore, can they sign up for 2FA?
  10. How about Singaporeans who are residing overseas? How do they register and get their 2FA OneKey devices?
  11. What is the cost of each device and how long can the battery last?
  12. If I do not apply for 2FA OneKey decvice, will my access to POEMS be restricted
  13. When will I be required to use 2FA Onkey device for online trading?
  14. What should I do if I lost my OneKey device?
  15. How do I delink OneKey from my account?
  16. If I lost my mobile phone, how do I delink 2FA - Mobile?
  17. How do I change my mobile number in 2FA POEMS?
  18. If I delink my existing 2FA now, and link up with my newly received 2FA OneKey device, how long will it take to activate?
  19. Who should I contact if I encounter difficulties in 2FA login despite all credentials being keyed in correctly
  20. Can I apply and collect the 2FA OneKey device from Phillip Investor Centres?
  21. Can I apply for both 2FA OneKey device and the SMS service?
  22. Can I register foreign mobile number for SMS service?
  23. If I key in the OTP wrongly, will my POEMS account be suspended?
  24. Who should I contact when my 2FA OneKey becomes locked?
  25. Am I able to link up my joint account with my 2FA OneKey device that is also linked with an existing individual POEMS account?
  26. If joint account holders have existing 2FA OneKey devices each, can I link up my personal/ individual POEMS account to both devices?
  27. I have an existing token with another broker, can I link it to my POEMS account?
  28. Where can I find out more information about OneKey device?

  1. What is Second-Factor Authentication and how does it works?

    Second-factor authentication (2FA) refers to the verification of a user with a unique and randomly generated password from a device that he/she owns that is linked to his/her online Service Provider.

    A basic 2FA platform requires a user to receive a one-time password (OTP), either via a physical device, or through a text message to his/her personal electronic devices (such as handphone), to complete the transaction.

  2. What is the purpose of 2FA?

    The 2FA provides substantially better security and makes it much more difficult for an attacker to impersonate you and access your computer, accounts, or other resources.

  3. Is 2FA compulsory for trading through POEMS?

    Phillip Securities is committed to protecting the security of our customers, so we encourage you to use 2FA to safeguard your online trading. However, at this moment, 2FA is not compulsory.

    Note: With the launch of 2FA, clients are required to update to POEMS SG iPhone App v1.3.12. Clients using iOS 4 and below must update their iOS to continue using this new version.

  4. Will my transaction costs go up as a result of the brokers implementing 2FA?

    No, your transaction fees will remain the same. Customers will not be required to pay for any additional costs.

  5. What if I lost my 2FA OneKey device and urgently need to trade online?

    You can contact your respective trading representative to execute the trades.

  6. What do I need to utilize 2FA when I trade with POEMS?

    You will need to register for a 2FA token - OneKey via POEMS and link it up to start using the 2FA feature.

  7. What is OneKey?

    OneKey is the product name of the 2FA security device from Assurity, a wholly-owned subsidiary of the Infocomm Development Authority of Singapore ("IDA").

  8. How do I get my OneKey device?

    You can login to POEMS and use the link provided to register for the OneKey device. This device is issued free to all Singapore Citizens and Permanent Residents who are account holders of Phillip Securities Pte Ltd.

    Please follow steps below to obtain the OneKey device:

    1. Login to POEMS at www.poems.com.sg and click the 2FA banner to go to Assurity Web Portal for registration
    2. Follow the on-screen instructions on Assurity Web Portal to register for the 2FA device. For more information about registration guide, please visit http://www.onekey.sg/your-onekey/register.html
    3. Please activate the device after receiving it, for more information about activation guide, please visit http://www.onekey.sg/your-onekey/activate.html
    4. Link your 2FA device to POEMS

  9. How about for foreigners who are residents of Singapore, can they sign up for 2FA?

    *FIN holders will be able to sign up for 2FA by registering for their 2FA OneKey devices at the Assurity office. FIN cards and passports will be required for verification. Alternatively, they can register 2FA OneKey device directly via Assurity online portal (https://portal.assurity.sg).

    For other foreign Passport holders, they will be able to register for their 2FA OneKey devices in the near future. More information will be provided in due course.

    Assurity office address:
    10 Anson Road
    #06-19 International Plaza
    Singapore 079903

    *FIN refers to Foreign Identification Number, it is a unique identification number assigned to foreigners who are issued with immigration & work passes in Singapore.

  10. How about Singaporeans who are residing overseas? How do they register and get their 2FA OneKey devices?

    They can login to POEMS and use the registration link provided to register for the OneKey device. They are required to enter a mailing address and Assurity will distribute the device to the mailing address accordingly. However, please take note that the address MUST be a Singapore mailing address as per NRIC. Alternatively, if the client would like to use another mailing address, they are required to go down to OneKey Customer Care Centre for verification.

  11. What is the cost of each device and how long can the battery last?

    The first device issued to Singaporeans and Permanent Residences is free. Replacement devices cost SGD$11 inclusive of GST each. Devices for FIN holders and passport holders cost SGD$11 inclusive of GST.

    The battery life on this device is expected to last for five years.

    For more information, please refer to the Assurity’s website http://www.onekey.sg/faq.htm.

  12. If I do not apply for 2FA OneKey device, will my access to POEMS be restricted?

    Customers are encouraged to opt-in early for this feature. Currently, customers who choose not to use the feature will still be able to access POEMS.

  13. When will I be required to use 2FA Onkey device for online trading?

    Once you have successfully linked your OneKey device to POEMS, for subsequent logins to POEMS Internet, you will be required to enter a One-Time-Password (OTP) that is generated by your OneKey device on certain modules which required validation and authentication. However, currently POEMS Mobile and ProTrader do not require 2FA.

    Note:
    For registration and linkage of your OneKey to POEMS, login to POEMS Internet, click on the 2FA banner in the Attention page and follow the on-screen.

  14. What should I do if I lost my OneKey device?

    Please contact the OneKey Customer Care Centre Help Desk at (65) 65663539 or log in to your OneKey account to suspend your device using your SMS OTP (One Time Password) and to get a replacement device from Assurity

    * To suspend means to block the use of your token for a certain period of time and you can re-activate your device for use in the future.

    For more information, please refer to the Assurity’s website at http://www.onekey.sg/faq.html.

  15. How do I delink OneKey from my account?

    Follow these steps to delink your OneKey:
    Stocks >> ACCT MGMT >> 2FA-OneKey >> Link New OneKey >> Delink this OneKey

  16. If I lost my mobile phone, how do I delink 2FA - Mobile?

    You can login to Assurity OneKey Portal to delete the mobile number or call OneKey Customer Care Centre Help Desk at (65) 6566 3539.

  17. How do I change my mobile number in 2FA POEMS?

    Please login to Assurity OneKey Portal to update your new mobile number first followed by updating to POEMS under ACCT MGMT >> 2FA-OneKey module.

  18. If I delink my existing 2FA now, and link up with my newly received 2FA OneKey device, how long will it take to activate?

    The activation will take place with immediate effect.

  19. Who should I contact if I encounter difficulties in 2FA login despite all credentials being keyed in correctly?

    Please call OneKey Customer Care Centre Help Desk at (65) 6566 3539.

  20. Can I apply and collect the 2FA OneKey device from Phillip Investor Centres?

    No, you can apply online through POEMS and will receive the device by mail from Assurity within three working days upon successful registration. Alternately, you can register at Assurity Office and the device will be issued on the spot.

    10 Anson Road
    #06-19 International Plaza
    Singapore 079903

  21. Can I apply for both 2FA OneKey device and the SMS service?

    Yes, you may apply for both. However, do note that the SMS service should serve as a backup.

  22. Can I register foreign mobile number for SMS service?

    No. You can only register using local Singapore mobile number. Currently, Assurity does not support SMS service for foreign mobile number.

  23. If I key in the OTP wrongly, will my POEMS account be suspended?

    No, your POEMS account will not be suspended.

  24. Who should I contact when my 2FA OneKey becomes locked?

    Please call OneKey Customer Care Centre Help Desk at (65) 65663539.

  25. Am I able to linkup my joint account with my 2FA OneKey device that is also linked with an existing individual POEMS account?

    Yes. For joint account holders, both parties can link their 2FA OneKey devices to the joint account. A client can also link OneKey to his/her own accounts.

    Note:
    At the moment, both account holders MUST link their 2FA OneKey devices to the joint account to enable the 2FA.

  26. If joint account holders have existing 2FA OneKey devices each, can I linkup my personal/ individual POEMS account to both devices?

    No. You can only link your personal/ individual POEMS account to your personal 2FA OneKey device.

  27. I have an existing token with another broker, can I link it to my POEMS Account?

    POEMS only supports 2FA OneKey device issued by Assurity.

    If the other broker also supports the 2FA OneKey device by Assurity, you will be able to use the same device to link up with your POEMS account.

    2FA tokens issued by other providers are not supported.

  28. Where can I find out more information about OneKey device?

    Please logon to http://www.onekey.sg/faq.html for more OneKey device details.

Useful Contact:
OneKey Customer Care Centre Help Desk

Web: http://www.onekey.sg/contact-us.html
Tel: (65) 6566 3539


Terms and Conditions

IMPORTANT – PLEASE READ THE TERMS AND CONDITIONS OF USE OF THIS WEBSITE (WHICH MAY BE FOUND HERE AND THIS TERMS AND CONDITIONS RELATING TO THE USE OF THE AUTHENTICATION SERVICES (“TERMS OF USE”) CAREFULLY. BY ACCESSING THIS WEBSITE AND/OR USING THE ONLINE SERVICES, YOU WILL BE CONCLUSIVELY PRESUMED TO HAVE NOTICE OF AND HAVE AGREED TO BE BOUND BY THE MOST RECENT TERMS OF USE AS MODIFIED FROM TIME TO TIME. IF YOU DO NOT AGREE TO BE BOUND BY THIS TERMS OF USE, YOU MUST IMMEDIATELY DISCONTINUE YOUR ACCESS TO AND USE OF THIS WEBSITE.

This website and the online services provides you with opportunities to link to, or otherwise requires the use of authentication services which may be linked to is essentially a second factor authentication (2FA) (“Authentication Services”) mechanism which is provided by a third party service provider, Assurity Trusted Solutions Private Limited (“ATS”). Your use of the Authentication Services is subject to the terms and conditions posted by ATS. THE TERMS AND CONDITIONS GOVERNING THE AUTHENTICATION SERVICES MAY BE FOUND HERE.

ATS (whose Authentication Services you are seeking to access) will remain responsible for providing and maintaining your two factor authentication credentials (2FA), e.g. login IDs and security passwords and tokens. We have no control over any ATS’s site or service and we are not responsible for any changes to ATS’ service or for the contents thereof, including without limitation, any links that may be contained in or accessible through ATS’s site or service.

We will not be responsible for all transactions (including financial losses) carried out through the use of your 2FA security information and devices, even if these transactions were carried out without your authorisation. As such, it is vital for you to safeguard and keep confidential both your 1FA and 2FA information at all times.

We cannot and do not guarantee quality or fitness of use (including accuracy, adequacy, timeliness, reliability, performance, security or continued availability) of the Authentication Services. We shall not be liable to you and you shall have no claim against us for any form of loss, damage, liability, claim, demand, action, suit or judgment, cost, charge and expense arising directly or indirectly, from using the Authentication Services.

IF YOU DO NOT AGREE TO THESE TERMS OF USE AND/OR ATS’S TERMS AND CONDITIONS GOVERNING THE AUTHENTICATION SERVICES, THEN YOU SHOULD LEAVE THIS WEBSITE IMMEDIATELY AND NOT USE ANY OF THE MATERIALS OR PRODUCTS AVAILABLE HEREIN, AND/OR NOT SUBSCRIBE TO THIS SERVICE.