Frequently Asked Questions

My Income app - General

  • Q:What is My Income app?

    A:

    My Income app is a free mobile app for Income policyholders. It enables you to take care of your Income Insurance matters on the go.

  • Q:What features are available on My Income app?

    A:

    With the My Income app, you will be able to: 

    1. Access your policy information
    2. Track the status of your claims 
    3. Redeem Treats
    4. Buy new policies
    5. Locate our branches and submit queries

    While some features are only available to certain policy types, we are constantly working to improve the app experience for all customers. 

  • Q:Is the policy information shown on My Income app up-to-date?

    A:

    We strive to provide you with the most accurate and updated information. However, some transactions, like payments or purchases, may take some time to be reflected in the app. 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 1777 (Mon-Fri, 9:00am-6:00pm) or submit your request to us via our online form so we can investigate the matter and further assist you.

  • Q:What should I do if I encounter problems on My Income customer portal or My Income app?

    A:

    For technical issues, please email us at myincomeapp@income.com.sg with the following:

    - Details of error faced

    - Screenshots and/or screen recordings of error faced

    - App version and Device ID (launch app, tap on "Continue as guest", go to "Settings" and tap on "About My Income app")

    For general queries, you may call our Customer Service at 6788 1777 (Mon-Fri, 9:00am-6:00pm) or submit your request to us via our online form.

  • Q:Is my information secure?

    A:

    Two-Factor Authentication (2FA) is required to view all your personal and policy details. Upon logging in to My Income and navigating to any such details, for example to the My Policies or Claims screens, 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. 

My Income app - Registration & Logging In

  • Q:How do I log in to My Income app?

    A:

    You may log in with your Income customer account credentials or register for a new account. 

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

    A:

    Please note that your password is case sensitive. If you encounter issues logging in, click on “Forgot Password” for a new password to be sent to you via email. Alternatively, you may call our Customer Service at 6788 1777 (Mon-Fri, 9:00am-6:00pm) or submit your request to us via our online form.

  • Q:Can I use My Income app without creating an account?

    A:

    Yes, you can use the My Income app without creating an account by clicking on “Continue as guest” on the login screen. However, you will not be able to access certain features, such as your policies or claims information.

  • Q:Can I use My Income app without verifying my account?

    A:

    Yes, but you will not be able to access certain features, such as your policies or claims information.

  • Q:Why did I not receive the SMS OTP when prompted for it?

    A:

    The one-time password (OTP) is sent via SMS 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, 9:00am-6:00pm) to update your contact details. 

    If you are trying to access My 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.

  • Q:Can more than one customer log in to My Income app on the same device?

    A:

    Only one policyholder may log in My Income app at a time, on a single device. To allow another policyholder to log in on your device, you will first have to log out. Do note that biometric login is only available for 1 user per device.

  • Q:Why do I get automatically logged out of My Income app when I close the app?

    A:

    For security reasons, you will automatically be logged out of the My Income app when you close it if you have logged in using Singpass or via biometric login. You can log in again to continue.

  • Q:Why do I get logged out of My Income app on one device when I access it on another device?

    A:

    For security reasons, you can only be logged in to the My Income app on one device at a time.  

My Income app - Policy Transactions

  • Q:How do I retrieve my policy documents on My Income app?

    A:

    After logging in to your account, tap on the Policy tab and select the policy you wish to view. In the policy details page, click on Quick actions > Policy document to download and retrieve the PDF copy of your policy document.