Frequently Asked Questions


Online services

me@income FAQ – General
  • Q:What is me@income?

    A:

    me@income is an online service portal for Income policyholders that enables certain transactions to be made directly by our customers online – anytime, anywhere.

  • Q:What features are available in me@income?

    A:

    These are some of the most frequently-used features you can enjoy on me@income:

    1. Access all your policy information – anytime, anywhere
    2. Perform online policy transactions such as premium payments (Life Insurance policies and selected General Insurance policies), GIRO applications, and changing your payment frequency. 
    3. Submit your life insurance claims online. 
    4. Update your particulars online
    5. View your Nomination details
    6. View and download statements and letters

    As certain features depend on policy types, please see the full list of features available to you when you log in to me@income

  • Q:What should I do if I am unable to log in using the password I have entered?

    A:

    Please note that your password is case sensitive and should be entered exactly as registered. If you still encounter issues logging in, please click on “Forgot Password” for new password to be sent to you via email. Alternatively, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

  • Q:Why did I not receive the SMS OTP after entering my User ID and password?

    A:

    The SMS one-time password (OTP) is sent to the mobile number that is registered with Income. Please ensure that you have updated your contact details with us, including your latest mobile number. You may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) to update your contact details. 

    If you are trying to access me@income from another country, please note that the success of sending and receiving SMS text messages may depend on the settings provided by both your local mobile service provider and the chosen network at your overseas location. For easy access to me@income whilst travelling, we recommend logging in via the SingPass Mobile app

  • Q:Is the policy information shown in me@income up-to-date?

    A:

    We strive to provide you with the most accurate and updated information. However, some investment-linked transactions may require a longer processing time. If there are any discrepancies, the actual values will prevail.

    Should you encounter any issues with your policy information, please call our Customer Service at 6788 1122 (Mon-Fri 8:30am to 6:30pm) so we can investigate the matter and further assist you.

  • Q:Why can’t I view my life policy documents in me@income?

    A:

    This function is applicable to Income Life Insurance policies that have been purchased from 12 June 2019 onwards. If you are looking to retrieve a policy document that has been purchased prior to 12 June 2019, you may visit our branches to retrieve a copy (subject to an administration fee of $10).

  • Q:Who should I contact if I encounter problems on me@income?

    A:

    For general queries, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

me@income FAQ – Registration
  • Q:Why do I need to register a new me@income User ID?

    A:

    In accordance with the Personal Data Protection Act (PDPA), Income is ceasing the use of NRIC/FIN/Passport numbers for log in to me@income with effect from 23 July 2019.

     As such, your email address will be your new default User ID. Learn more about the PDPA here.

  • Q:Why does my User ID have to be an email address?

    A:

    We are standardising the format of User IDs to email addresses for easier recall.

  • Q:How do I ensure that access to my me@income account is secure?

    A:

    Accessing me@income requires Two-Factor Authentication (2FA) to verify every user. Upon logging in to me@income with your User ID and password, an SMS OTP will be triggered to your registered mobile number for further verification. Income also employs the latest encryption methods to protect your data as an added layer of security. 

  • Q:Why am I unable to use the same email address for multiple accounts?

    A:

    In our efforts to protect the data and privacy of all our policyholders, each policyholder is required to have a unique me@income account, along with a unique User ID. 

  • Q:I do not have an email address. How can I proceed to register?

    A:

    You may create an email address by selecting an email provider of your choice. Some common email providers are Gmail, Yahoo Mail and Outlook. Once you have successfully created an email address, you can then proceed to register it as your new User ID on me@income.

  • Q:I have chosen an email address as my User ID but I would like to change it again. How can I do so?

    A:

    You may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

me@income FAQ – Log in via SingPass Mobile
  • Q:What is SingPass Mobile?

    A:

    SingPass Mobile is a mobile application available on iOS and Android that allows you to log in easily via your fingerprint, face recognition or a 6-digit passcode. It is offered as an alternative Two-Factor Authentication (2FA) method to log in to me@income. Watch this introduction video for more information. You can also learn more about the SingPass Mobile app here.

  • Q:What are the benefits of signing in to me@income using SingPass Mobile?

    A:

    With the SingPass Mobile app, you do not have to enter both your User ID and password each time you access me@income. It also saves you time by eliminating the wait for SMS OTPs. Additionally, you can log in securely to me@income, even when in use overseas.

  • Q:How do I get started with SingPass Mobile?

    A:
    1. Download the SingPass Mobile app from the official Apple App Store or Google Play Store. Check that the app developer is Government Technology Agency.
    2. Complete a one-time setup.
    3. You are now ready to log in to me@income via SingPass Mobile.

    Need more guidance? Follow this step-by-step instructional guide here, or refer to these FAQs here.

  • Q:How do I use SingPass Mobile to log in to me@income?

    A:

    After you have activated SingPass Mobile on your mobile device, you can start using the app to log in to me@income right away. Here’s how it works:

    1. Launch the SingPass Mobile app and scan the QR code on the me@income homepage using the app’s QR code scanner.
      (If you’re logging in on a mobile device, tap on the QR code to launch SingPass Mobile.)
    2. Confirm your log in request.
    3. Verify your identity using your fingerprint, face recognition or 6-digit passcode, and you will be logged in to me@income.

    Watch this how-to video for more information. 

    For more help with logging in to me@income, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.