Frequently Asked Questions

POEMS Digital Token

What is POEMS Digital Token?

POEMS Digital Token is a feature within the POEMS SG 2.0 Mobile App that generates a One-Time PIN (OTP) to authenticate two-factor authentication (2FA) login to the POEMS suite of trading platforms*.

*POEMS suite of trading platforms refers to POEMS 2.0, POEMS Mobile 2.0 and POEMS Mercury.

Why use POEMS Digital Token?

POEMS Digital Token is our new digital security token that provides an additional layer of protection for your online account by reducing the risk of unauthorised user access. This digital token can be used to authenticate access to all POEMS trading platforms and is hassle-free as it removes the need for a physical token to generate OTP.

Is it compulsory to register for the POEMS Digital Token?

Presently, it is not compulsory to register for the POEMS Digital Token. However, we highly encourage you to do so to safeguard your online account.

When do I need to use POEMS Digital Token?

You will need to use POEMS Digital Token in the following scenarios:

  • POEMS Mobile App 
    Authentication is done seamlessly in the background if you have paired the POEMS Digital Token with your mobile device. However, an OTP is required when you are logging to POEMS Mobile 2.0 with an alternative mobile device, for example, iPad / Tablet.
  • POEMS 2.0 and POEMS Mercury 
    Instantly generates an OTP with your POEMS Digital Token from POEMS SG 2.0 Mobile App, to be used to authenticate 2FA login to POEMS 2.0 & POEMS Mercury.

How do I enable the POEMS Digital Token?

You can enable the POEMS Digital Token in 3 steps:
Step 1: Launch the POEMS SG 2.0 Mobile App and login to your account
Step 2: Select ‘SET UP NOW’ on the POEMS Digital Token pop-up message
Step 3: Enter the activation code that will be sent to you via email or SMS

Alternatively, you may also do so with the following steps:
Step 1: Launch the POEMS SG 2.0 Mobile App and login to your account
Step 2: Go to ‘Settings’
Step 3: Select ‘POEMS Digital Token’
Step 4: Enter the activation code that will be sent to you via email or SMS

What is the difference between the 2FA OneKey Token and the POEMS Digital Token?

The 2FA OneKey Token is the existing physical security token provided by Assurity while the POEMS Digital Token is a new digital security token that is embedded within the POEMS Mobile 2.0 app. With the new POEMS Digital Token, you no longer need to use a physical token to authenticate your account.

Can I use the 2FA OneKey Token or 2FA OneKey SMS instead of POEMS Digital Token?

You are encouraged to register for POEMS Digital Token now as both 2FA OneKey Token and 2FA OneKey SMS services will be phased out on 17 October 2020.

I am currently opted in for 2FA OneKey with POEMS. What happens to my 2FA OneKey if I do not register for POEMS Digital Token by 17 October 2020?

You will be automatically opted out of 2FA OneKey on 17 October 2020. 2FA is not compulsory when trading with POEMS. However, to safeguard your online trading, you are encouraged to register for POEMS Digital Token to replace OneKey or you may refer to the 2FA Risk Awareness Statement (RAS) to understand the risks involved if you choose to opt out from 2FA.

Will the 2FA OneKey Token or 2FA OneKey SMS I have with me now still function after I register for POEMS Digital Token?

Your 2FA OneKey Token or 2FA OneKey SMS will cease to function once you have completed the setup for POEMS Digital Token. If you are using the same OneKey device to access other financial services, please do not discard your device.

Are there any charges for the POEMS Digital Token?

The POEMS Digital Token is free for use.

Can I set up the POEMS Digital Token on more than 1 device?

For your account security, you are only allowed to register the POEMS Digital Token on one mobile device of your choice.

What if I have more than 1 mobile device? Do I need to set up the POEMS Digital Token on all my mobile devices?

No, you are only allowed to set up the POEMS Digital Token on 1 mobile device. To access your account on an alternative mobile device, you will need to enter the OTP generated from your POEMS Digital Token enabled device.

Can I set up for the POEMS Digital Token using my computer/laptop/desktop?

The POEMS Digital Token is integrated with POEMS SG 2.0 Mobile App. Hence, you can only set up the digital token with the POEMS SG 2.0 Mobile App.

I have a new mobile device. How do I enable the POEMS Digital Token on my new device?

You can do so by setting up the POEMS Digital Token on your new mobile device. The POEMS Digital Token will automatically be deactivated on the previous device. You can enable the POEMS Digital Token on your new device with the following steps:

Step 1: Login to your POEMS account

Step 2: Click on 'here'

Step 3: Select how you would like to receive the activation code

Step 4: Enter the 6-digit code that will be sent via email or SMS


Alternatively, you may also do so with the following steps:
Step 1: Launch the POEMS SG 2.0 Mobile App and login to your account
Step 2: Go to ‘Settings’
Step 3: Select ‘POEMS Digital Token’
Step 4: Enter the activation code that will be sent to you via email or SMS

Can I use the POEMS Digital Token on my old mobile device after I’ve enabled the POEMS Digital Token in my new mobile device?

For security reasons, you are only allowed to set up the POEMS Digital Token on a single mobile device. If you have enabled the POEMS Digital Token on a new device, the POEMS Digital Token on the previous device will be automatically deactivated.

When do I need to use a One-Time Password (OTP)?

You are required to generate an OTP when logging in to your account using POEMS 2.0, POEMS Mercury, or POEMS Mobile 2.0 on an alternative mobile device.

OTP is not required if you are using a POEMS Digital Token enabled mobile device as authentication is done seamlessly in the background.

How do I use the POEMS Digital Token to generate a One-Time PIN (OTP)?

You can generate an OTP with the following steps:

Step 1: Launch the POEMS SG 2.0 Mobile App on your POEMS Digital Token enabled device and tap on the POEMS Digital Token icon
Step 2: Enter the generated OTP on the POEMS trading platform to access your account

What happens if I lose or change my mobile device?

If this happens, please download the POEMS SG 2.0 Mobile App and set up the POEMS Digital Token on your new device. This will automatically disable the POEMS Digital Token on your previous device. You can set up the POEMS Digital Token with the following steps:

Step 1: Login to your POEMS account

Step 2: Click on 'here'

Step 3: Select how you would like to receive the activation code

Step 4: Enter the 6-digit code that will be sent via email or SMS

Can I still use the POEMS Digital Token if I am travelling and do not have data or network connection on my mobile?

The POEMS Digital Token can still work without data or mobile network connectivity. You can still generate the OTP to authenticate your logins.

I am not sure if the POEMS Digital Token is supported on my phone. How do I confirm this?

The POEMS Digital Token is supported on both iOS and Android smartphone and tablet devices, with operating system iOS 8 or later and Android 5.0 or later, respectively.

Do I need to use the POEMS Digital Token for joint or corporate accounts?

Yes, however, each joint or corporate account can only be bound to one device.

Am I able to set up POEMS Digital Token on one mobile device for multiple POEMS accounts?

Yes, you can set up the POEMS Digital Token for multiple POEMS accounts on one mobile device. If you have yet to set up the POEMS Digital Token on your account, you will be prompted to do so once you are logged in.

How do I use POEMS Digital Token on one mobile device for multiple POEMS accounts?

Step 1: Open your POEMS SG 2.0 Mobile App
Step 2: Tap on the POEMS Digital Token icon and a list of POEMS accounts that have been paired with the POEMS Digital Token on the same mobile device will be displayed on the screen
Step 3: The POEMS Digital Token page will show the generated numeric OTP associated with your POEMS account

Why is my One-Time PIN (OTP) invalid?

Each OTP is valid for 30 seconds. Please re-enter the new generated OTP associated with your POEMS account if the OTP has expired.

What will happen if I have entered an incorrect One-Time PIN (OTP)?

A maximum of 10 attempts are allowed for OTP. After 10 unsuccessful OTP attempts, your account will be locked for security reasons. To unlock your account, please contact our Customer Experience Hotline at (65) 6531 1555 during office hours.

Do you provide SMS-OTP as an alternative for 2FA authentication?

There is no SMS alternative as POEMS Digital Token provides you with seamless and secured login experience to the POEMS suite of trading platforms.

How do I deactivate the POEMS Digital Token?

You can deactivate the POEMS Digital Token in 3 steps:
Step 1: Launch the POEMS SG 2.0 Mobile App and login to your account
Step 2: Go to ‘Settings’
Step 3: Select ‘POEMS Digital Token’
Step 4: Press ‘X’ to deactivate selected device

Who should I contact if my POEMS Digital Token becomes locked?

You may contact our Customer Experience Hotline at (65) 6531 1555 during office hours (8.45am to 5.30pm, Monday to Friday).