When setting up the Singpass app on a new device using your previous device with Bluetooth, you may face some common issues. Here are some tips to help you get started smoothly:

1. I forgot my Singpass ID or Password 

• Your Singpass ID is your NRIC/FIN number by default. If you’ve changed your Singpass ID before and cannot remember what it is, please retrieve it here: https://go.gov.sg/retrieve-singpass-id 

• If you’ve forgotten your Singpass Password, please reset it here: https://go.gov.sg/singpass-reset-pw 

• Make sure you can log in with your Singpass ID and Password before starting the app setup.

2. I am unable to connect via Bluetooth / I am having connection issues

• Keep both devices close to each other

• Ensure Bluetooth is turned on for both devices (See Table 1)

• Switch networks: try mobile data instead of Wi-Fi, or vice versa

• Turn off any active VPNs

• If needed, restart both devices and try again

Table 1: Options to enable bluetooth

3. My Singpass app setup session timed out

• App setup using Bluetooth must be completed within 15 minutes.

• If the connection times out, restart the process and ensure both devices remain unlocked and nearby throughout the setup

4. I forgot my Singpass Passcode

• The Singpass App Passcode is the 6-digit code you created when setting up the app.

• It is different from your Singpass Account Password.

• If you cannot remember it, you can: 

  • Still proceed with the Singpass app setup via SMS-OTP and Singpass Face Verification (SFV), OR 

  • Reset your Singpass Passcode.

5. What do I need to do on both devices?

• Old device: Confirm the transfer when prompted and keep the device unlocked until it completes.

• New device: Follow the on-screen instructions carefully 

If you have tried the steps above but are still unable to complete the app setup, you can:

1. Try setting up the Singpass App using your Singpass ID, Password, and Singpass Face Verification (SFV). Please view the guide here: https://go.gov.sg/setup-singpass-app.

2. Continue to access government e-services by logging in with your Singpass ID, Password, and OTP.

3. Alternatively, you may contact the Singpass Helpdesk for further assistance: https://go.gov.sg/singpass-contact-us.