Frequently Asked Questions


What is POEMS Electronic Pin Mailer (ePIN Mailer)?

From mid Nov 2016, eligible customers who have opened a new individual POEMS account will automatically receive an electronic pin mailer via email upon successful account creation.

Benefits of ePIN Mailer:

  • Create your desired POEMS password online
  • Significantly reduces waiting time before gaining access to the POEMS platforms
  • Additional layer of security with SMS One Time Password (OTP) triggered to your registered mobile phone

Who will receive the POEMS ePIN Mailer?

Effective 13 March 2019, all new accounts* will receive the ePIN Mailer if they fulfil the following criteria:

  • Individual account
  • Account opened with valid mobile number and email address registered with Phillip Securities Private Limited (PSPL)

Kindly note that all other types of account holders (e.g. Corporate or joint account holders) will receive physical pin mailers until further notice.

Can I opt for a physical pin mailer instead of the POEMS ePIN Mailer?

Unfortunately, customers who are eligible to receive the ePIN Mailer will not be able to opt for a physical pin mailer. If you are currently facing any difficulties activating your POEMS account via the POEMS ePIN Mailer, please call our hotline at 6531 1555 or visit us at any of our Phillip Investor Centres

I did not receive the One-Time Password (OTP) via SMS after several attempts. What can I do?

Please check that your mobile number registered with Phillip Securities is up to date. Please call our hotline at 6531 1555 or visit us at any of our Phillip Investor Centres (PICs).

The Online Security Portal has blocked my account due to multiple unsuccessful attempts. What can I do?

You will need to reactivate your account if we are unable to validate your identity, or you have exceeded the maximum number of attempts to submit a valid OTP. Please call our hotline at 6531 1555 or visit us at any of our Phillip Investor Centres (PICs).

I am currently overseas. Will I receive the ePIN Mailer or OTP?

Phillip Securities will continue to send you the OTP via SMS, and you should be able to receive them in case for personal SMS when you are overseas. However, you must have opened a Phillip Account with us locally at our Phillip Investor Centres (PICs) at the point of account opening.

Your receipt of the SMS OTP will also depend on your mobile network operator's roaming service and may subject to additional roaming surcharges.

What is the validity of the SMS OTP after I have successfully answered the security questions on the Online Security Portal?

Your SMS OTP will expire in 2 minutes.

What if my mobile number is wrong or has not been updated in POEMS?

For ePIN activation, Phillip Securities will send a SMS OTP to the mobile number registered at the point of account opening.

If your mobile number is incorrectly registered or you have changed your mobile number prior to receiving the ePIN Mailer, please update your particulars by submitting the Update Account Particular Form (i.e. Update of mobile number). Written requests will not be accepted by CDP.

For Cash Management account holders, please contact us after you have received notice from CDP that your address has been changed. If you have Unit Trust account, please write in to Unit Trust department to update your new address.

Can I use a different email address for the ePIN?

We regret to inform that using a different email address is not allowed. We only send the electronic pin mailer to the email address registered at the point of account opening.

When will I be able to receive my ePIN Mailer?

You will receive your ePIN Mailer upon successful account creation. Receipt of ePIN Mailer will be dependent on your account type and is subject to approval and clearance by the proper authorities:

Approximately 1-3 business days:

  • (a) Custodian Account
  • (b) Cash Prepaid Account
  • (c) Margin Financing Account
  • (d) Share Financing Account

Approximately 5-10 business days*

  • (a) Cash Management Account

*Linkage of your Trading account to your CDP Global Securities Account is subject to CDP's approval.

I have not received my ePIN Mailer. What can I do?

Depending on your account type, please allow the minimum number of working days (see "When will I be able to receive ePin Mailer") from the date of account opening for the ePIN Mailer to be sent to your registered email address.

Please check that your email address registered with us is up to date, and that your ePIN Mailer is not filtered to other folders in your mailbox.

If you did not receive your ePIN Mailer after 14 working days from date of account opening, please call our hotline at 6531 1555 or visit us at any of our Phillip Investor Centres (PICs).

Is there a validity period for the ePIN Mailer before it expires?

Yes, the ePIN Mailer that is sent to your registered email address will expire within 14 days from the date of receipt.

I have successfully created my POEMS Password, but have forgotten my account number/password. What can I do?

Your account number will be indicated on the ePIN Mailer itself; please refer to the ePIN Mailer first sent to your registered email address. If you have forgotten your password after successfully creating it, please perform an Online Password Reset via

For FAQs on Online Password Reset service, please refer to