Frequently Asked Questions

Reset Password

What is the New and Improved Online Password Reset Service about?

With the New and Improved Online Password Reset Service, you may now request to reset your POEMS password through our website.

If you have forgotten your POEMS trading account password, here are 2 easy ways you may request for a new one:

  1. Via Email:

    First, indicate your account number and answer three security questions. An email verification link will be sent to your registered email address. Click on the link provided in the email to confirm the request.

    You will be redirected to a webpage to reset your password (note: an SMS token will be required to complete the process). You will be notified immediately via email when your password has been successfully reset.

  2. Via Post:

    Indicate your account number and answer three security questions. Your new password will be mailed to your registered mailing address within 3 - 5 working days.

What are the account types that have access to this New and Improved Online Password Reset service?

All account types (Individual, Joint and Corporate) can use this service.

Kindly note that Corporate account holders can only reset their password via post for security reasons.

Can I use an email address or mobile number that is different from the records in your system for the New and Improved Online Password Reset service?

We will validate your password reset request using the email address and mobile number that you have registered with us at the point of account opening.

If your email address and mobile number are incorrectly registered, or if you have changed your email address and mobile number, please submit CDP7.4 form to update your particulars (i.e. Change of Mobile Number). Written requests will not be accepted by CDP.

Note: Cash Management account holders should contact us after receiving notice from CDP that your particulars have been updated.

I have previously opted in / registered for the POEMS Online Password Reset service. Do I need to opt in / register again for this New and Improved Online Password Reset service?

You do not have to opt in / register for the New and Improved Online Password Reset service.

Please note that the email address and mobile number that you have registered for the existing POEMS Online Password Reset service will be rendered obsolete if they do not match the records that you have registered with us at the point of account opening.

If your email address and mobile number are incorrectly registered, or if you have changed your email address and mobile number, please submit CDP7.4 form to update your particulars (i.e. Change of Mobile Number). Written requests will not be accepted by CDP.

My account has been suspended due to several failed login attempts. Can I use the New and Improved Online Password Reset service to request a new password?

Yes, you may request a password reset if your account is suspended.

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

Please check that your mobile number registered with Phillip Securities is up to date.

For further assistance, 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 to login. What should I do?

You will be required to reactivate your account if we are unable to validate your identity, or if you have exceeded the maximum number of attempts at submitting a valid One-Time Password (OTP).

For further assistance, please call our hotline at 6531 1555 or visit us at any of our Phillip Investor Centres (PICs)