Frequently Asked Questions
POEMS Digital Token
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 into POEMS Mobile 2.0 or POEMS Mobile 3 App with an alternative mobile device; for example, iPad / Tablet. - POEMS 2.0 and POEMS Pro
Instant generation of OTP with your POEMS Digital Token from the Mobile App that you have last set up on. This can also be used to authenticate 2FA login to POEMS 2.0 App & POEMS Pro. - Accessing Certain Modules on POEMS
You will also need to use the POEMS Digital Token to access the following modules:1.“My Accounts” module in POEMS 2.0 Web 2.“Update Particulars” module in POEMS Mobile 2.0 3.“Change Email” and “Change Mobile Number” modules in POEMS Mobile 3
You will need to use the POEMS Digital Token in the following scenarios:
- POEMS Mobile Apps 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 into POEMS Mobile 2.0 or POEMS Mobile 3 App using an alternative mobile device such iPad / Tablet.
- POEMS 2.0 and POEMS Pro Generate an OTP instantly using the POEMS Digital Token on the mobile device it was last set up on. This can also be used to authenticate 2FA login for POEMS 2.0 App & POEMS Pro.
- Accessing Certain Modules on POEMS
The POEMS Digital Token is also required to access the following modules:
- “My Accounts” module in POEMS 2.0 Web
- “Update Particulars” module in POEMS Mobile 2.0 App
- “Change Email” and “Change Mobile Number” modules in POEMS Mobile 3 App
Starting from 14 June 2025, Two-Factor Authentication (2FA) will be mandatory for all trading accounts. We strongly encourage all clients to enable the Digital Token as soon as possible to safeguard their accounts.
Other faq that might help you
- What is POEMS Digital Token?
- Why use POEMS Digital Token?
- Is it compulsory to register for the POEMS Digital Token?
- Can a joint account holder use the POEMS Digital Token on more than one device?
- Can I still use the POEMS Digital Token if I am travelling and do not have data or network connection on my mobile?
- What happens if I lose or change my mobile device? How do I enable the POEMS Digital Token on my new device?
- Can I set up the POEMS Digital Token on more than 1 device?
- How do I enable the POEMS Digital Token?
- How do I use POEMS Digital Token on one mobile device for multiple POEMS accounts?
- 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?
- Am I able to set up POEMS Digital Token on one mobile device for multiple POEMS accounts?
- Are there any charges for the POEMS Digital Token?
- What if I have downloaded both POEMS Mobile 2.0 and POEMS Mobile 3 App on the same device?
- What if I have more than 1 mobile device? Do I need to set up the POEMS Digital Token on all my mobile devices?
- What if I have only downloaded POEMS Mobile 2.0 App?
- What if I have only downloaded POEMS Mobile 3 App?
- Can I set up for the POEMS Digital Token using my computer/laptop/desktop?
- How do I use the POEMS Digital Token to generate a One-Time PIN (OTP)?
- I am not sure if the POEMS Digital Token is supported on my phone. How do I confirm this?
- Why is my One-Time PIN (OTP) invalid?
- What will happen if I have entered an incorrect One-Time PIN (OTP)?
- Do you provide SMS-OTP as an alternative for 2FA authentication?
- Who should I contact if my POEMS Digital Token becomes locked?
- How do I know if I have activated my 2FA?
- Can a corporate account use the POEMS Digital Token on more than one device?
- I am a corporate account holder and would like to set up the digital token in multiple devices for my 2FA authorised users, how do I update the 2FA authorised user list?
- I am a corporate account holder and would like to remove some of my 2FA authorised users from my corporate account. How can I update the list of authorised users?
- I am a joint account holder and have installed the latest version of POEMS Mobile 2.0 App (2.11.23) / POEMS Mobile 3 App (3.3.42) onwards, but I don’t see the option to set up the digital token on my secondary device.
- I am a corporate account holder. I had previously set up 2FA on the old version, and now I’ve installed the latest version of POEMS Mobile 2.0 App (2.11.23) or POEMS Mobile 3 App (3.3.42) onwards. How can the 2FA authorised users set up the digital token on multiple devices?
- Do I need to set up the Digital Token again if I delete the app and reinstall it?
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