Frequently Asked Questions

Reset Password

I have forgotten my POEMS trading account password. How can I request for a new password?

If you have forgotten your POEMS trading account password, below are the options for you to request for a new one:
  1. Register for the Password Online Reset service by talking to our chatbot (Click on this icon , enter your details and select the “Forgot My Password” option). It will take less than a few minutes for registration, activation and change of password.
  2. Visit any of the Phillip Investor Centres to get a new password immediately. Your NRIC or passport is required for verification purposes.
  3. Print out the form, complete it and email/mail/fax it back as indicated. Once your form has been received and processed, we will generate a new password which will be sent to your mailing address according to our system. Generally, you may receive the pin mailer three to five working days for local mailing address or one to two working weeks for overseas mailing address after the request has been received.

How do I activate the Password Online Reset service?

You may follow the steps provided for the activation of service:

  • You will receive a confirmation email titled “Confirmation for reset password opt-in” from
  • Click on the link in the email to confirm your request
  • You will be redirected to a webpage to submit a SMS verification code by clicking on the ‘Get Token’ option
  • You have successfully activated the service when you see the message “Your verification is successful! You will be redirected to the POEMS Homepage.”

Is there a validity period to activate the Password Online Reset service?

For security purposes, the email link will expire in 24 hours.

How do I reset my password after activation of the service?

After activation of the service, you will be redirected to the online password reset portal. Alternatively, you may follow the steps:

  • Click here to go to the online password reset portal.
  • Input your account number and answer two security questions accordingly
  • An email verification link will be sent to the registered email address
  • Open the email and click on the link to confirm the request
  • You will be redirected to a webpage to reset the password and a SMS token is required to complete the process
  • You will be informed immediately when your password has been changed successfully

What happens if I exceed the number of attempts during the verification process?

If you fail the verification after several attempts, your account number will be blocked from performing the password online reset. Please call our Technical Support hotline at 6531 1555 for assistance.

Do I need the 2FA One Key token for the Password Reset service?

2FA One Key Token is not required for Password Online Reset service.

What happens if I do not register for the service after request?

For security purpose, the email registration has a validity period and may expire. You will need to call us at 6531 1555 or visit any of our Investor Centres to register again.

Can I provide an email address or mobile number different from the records in your system for the registration of service?

As a security measure, we encourage you to visit any of our Investor Centres to opt in for the service after face to face verification if you intend to use information that is different from our records.

What are the account types eligible to opt-in for the Password Online Reset service?

The Password Online Reset service is currently available for all POEMS Individual Account holders only. The service is currently not available for Joint or Corporate Accounts.

Why is my Phillip Account user ID suspended and how can I re-activate my account?

Generally, account suspension happens when you key in the wrong account number and/or password more than 3 times.
You may re-activate your account by talking to our chatbot (Click on this icon , enter your details and select the “Unsuspend Account” option). Alternatively, you may contact your Trading Representative to re-activate your account.

Note: Your password is case sensitive.

I am a joint/corporate account holder. Can I register for the Password Reset Service?

Kindly note that all other types of account holders (e.g. Corporate or joint account holders) are not eligible to use the Password Online Reset Service until further notice.