Strengthening Digital Token Setup with Singpass Face Verification

DBS/POSB continues to strengthen our multi-layered defence against fraud and scams, so you can bank safely with peace of mind. As part of an industry-wide effort to protect you from phishing scams, we are enhancing the Digital Token Setup process starting November 2024. During Digital Token setup, customers may be asked to authenticate themselves using Singpass Facial Verification if we detect any unusual or suspicious scenarios that may suggest potential fraud activity.

Phishing scams often aim to steal customers’ One- Time Password (OTP) through fake websites and using social engineering tactics to set up Digital Token on their own devices, which can result in unauthorized account access and financial losses. With Singpass Facial Verification, it will be very difficult for scammers to gain unauthorised access to customers’ accounts.

Part of: Guides > Your Guide to Digital Token

How to setup Digital Token using Singpass face verification

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Frequently Asked Questions

What is Singpass Facial Verification?

Singpass Face Verification is a method of verifying your identity using a face scan compared against the government records. It is used to complement existing authentication methods for digital token set up for higher risk or suspicious scenarios.

What happens if I fail Singpass Facial Verification multiple times?

If you are unable to successfully complete the facial verification after 5 attempts, you will need to wait for a short period before trying again.

What if my facial features change due to personal reasons or unforeseen circumstances (eg. Cosmetic surgery, accident, etc)?

Individuals who no longer resemble their NRIC or passport photograph need to reapply for a NRIC or passport replacement with ICA. This ensures that the Government’s biometric database of facial images remain up-to-date.

What do I need to perform Singpass Face Verification?

To use Singpass Face Verification, please ensure you have registered for a Singpass account and have the Singpass app on your device.

Why is my Singpass Face Verification unsuccessful?

There may be several possible reasons for this. To ensure your Singpass Face Verification is successful, you should ensure that:

Your face is not covered
You keep still while scanning is in progress
Your environment is not too bright or too dark
You use a camera with minimum resolution of 2 megapixels.
Your NRIC / passport image is up to date

Why am I prompted to use Singpass Face Verification when I set up my digital token for some banks but not others?

DBS has chosen to use Singpass Face Verification as an additional security measure for customers. If we detect a higher risk involved with your setup, you may be prompted to use Face Verification. This additional step is meant to safeguard you from unauthorised setup of your Digital Token.

Does Singpass collect biometric data during the use of Singpass Face Verification?

Banks do not collect or store the biometric data during the use of Singpass Facial Verification.

Your facial data is collected by Singpass and used for purposes such as authenticating your identity and improving Singpass Face Verification.

Unless prohibited by law, facial data may be:

captured by relying parties approved by Singpass to use Singpass Face Verification;
shared with Singpass’s service providers in connection with the provision of Singpass Face Verification to you; or
shared with government agencies to serve you in the most efficient and effective way or for the discharge of public functions.

Facial data is retained to analyse and improve Singpass Face Verification. This data retained is encrypted when stored and protected with tamper-evident logging. Data that is no longer required is deleted, unless there is a legal requirement to retain such data.

Refer to Singpass website for assistance on Singpass related matter.

How is my data protected?

There are stringent security measures in place to protect users’ personal information. For example, facial data that is retained is encrypted when stored and protected with tamper-evident logging.

Refer to Singpass website for assistance on Singpass related matter.

I am based overseas and do not have Singpass app set up. What can I do?

Refer to Singpass website for information on Singpass Face Verification.

If you need further assistance regarding your Singpass account, please contact Singpass.

What should I do if I am still unable to pass Singpass Face Verification?

You can get in touch with us at 1800 111 1111 or (65) 6327 2265 from overseas for assistance.

Are there any charges for using this service?

There are no charges for using this service.

Will Singpass Face Verification affect my current Digital token which has already been set up on my digibank app?

No, your existing Digital Token will not be affected. Singpass Face Verification will only be triggered during digital token setup for customers in higher risk scenarios.

Will I need to use Singpass Facial Verification to approve High Risk transactions on my digibank app moving forward?

This change will only impact digital token setup. Should there be any updates regarding other banking transactions in the future, we will keep you informed.

We encourage all customers to always remain vigilant. Never disclose your banking credentials or sensitive information such as your user ID, PIN or OTPs to anyone under any circumstances.

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