Singapore Pools Account management

  • How do I update my product selection on my Singapore Pools Account to include Lottery on website?

    After logging into your account, select the icon next to your username and select [Account Update] on the left navigation. You can select or unselect [Lottery] under Product selection according to your preference.

  • How do I update my product selection on my Singapore Pools Account to include Lottery on mobile app?

    After logging into your account, click on the [Account] and select [Account Update]. You can select or unselect [Lottery] under Product selection according to your preference.

  • How do I update my product selection on my Singapore Pools Account to include Sports on website?

    After logging into your account, select the icon next to your username and select [Account Update] on the left navigation. You can select or unselect [Sports] under Product selection according to your preference.

  • How do I update my product selection on my Singapore Pools Account to include Sports on mobile app?

    After logging into your account, click on the [Account] and select [Account Update]. You can select or unselect [Sports] under Product selection according to your preference.

  • How do I update my product selection on my Singapore Pools Account to include Horse Racing on website?

    After logging into your account, select the icon next to your username and select [Account Update] on the left navigation. You can select or unselect [Horse Racing] under Product selection according to your preference.

  • How do I update my product selection on my Singapore Pools Account to include Horse Racing on mobile app?

    After logging into your account, click on the [Account] and select [Account Update]. You can select or unselect [Horse Racing] under Product selection according to your preference.

  • Is there any transaction fee for bets placed online?

    There is no transaction fee for bet placement.

    However, if you use Bank Link, PayNow or eNets, there is fee for each payment. This fee goes to third-party service providers and administrators of the service.

    If you wish to avoid a fee, you can deposit by cash deposit at Singapore Pools branches.

  • How do I track bets placed online on the website?

    After logging into your account, select the icon next to your username. Select [Transaction History] on the left navigation.

    Note: When looking up the [Funds In/Out] view, the table may include bets that are still being processed. It is advisable to click the [<] icon (last column of the table) to view bet details and status.

  • How do I track bets placed online on the mobile app?

    After logging into your account, click on the [Account] and select [Transaction History]. You may then select the transaction history type you wish to view from the list or filter the time period or the specific types of transaction.

    Note: When looking up the [Funds In/Out] view, the table may include bets that are still being processed. It is advisable to tap to expand the individual bets to view bet details and status.

  • How do I check my account balance, transaction history, bet history and winnings on website?

    After logging into your account, select the icon next to your username. Select [Transaction History] on the left navigation.

    You may then select the transaction history type you wish to view from the list or filter the time period or the specific types of transaction.

    Note: When looking up the [Funds In/Out] view, the table may include bets that are still being processed. It is advisable to click the [<] icon (last column of the table) to view bet details and status.

  • How do I check my account balance, transaction history, bet history and winnings on mobile app?

    After logging into your account, click on the [Account] and select [Transaction History].

    You may then select the transaction history type you wish to view from the list or filter the time period or the specific types of transaction.

    Note: When looking up the [Funds In/Out] view, the table may include bets that are still being processed. It is advisable to tap to expand the individual bets to view bet details and status.

  • How do I update my contact information on the website?

    After logging into your account, select the icon next to your username and select [Account Update] on the left navigation.

    Find out more about account management.

  • How do I update my contact information on the mobile app?

    After logging into your account, click on the [Account] and select [Account Update].

    Find out more about account management.

  • What type of information can I update?

    Under [Contact Information], you can update your Contact Number(s), Email Address, mode of communication, Singapore Residential address, Education level, occupation information and sports betting bet slip preference.

  • How do I check my account balance?

    Upon login, there is a summary page for you to view your account summary. You can also view your account balance on the top navigation.

  • How do I change my username?

    You are unable to change your username after registration.

  • How do I change my mobile number under my account?

    After logging into your account, click on the Account and select Account Update. An OTP will be sent to your new mobile number. Contact Customer Service at 6786 6688 should you need further assistance.

  • Why am I not receiving the OTP even though my mobile number is the same?

    Check that Airplane mode is disabled, and your SMS blocker is not turned on. Alternatively, restart your phone.

  • I have changed my mobile number and unable to login to my Singapore Pools account. What should I do?

    Please submit a request at CustomerService@sgpoolz.com.sg to change your mobile number with proof of ownership (e.g. Last 3 months telco bill or letter from service provider).

  • How do I log out from my account?

    After logging into your account, select the [Log out] next to your username on the top navigation when you are using website or click on [Account] and select [Log Out] when you are using mobile app.

  • How do I reactivate my account?

  • How do I cancel the bets I placed online?

    No cancellation is allowed once bet is placed. Customers are advised to review bet slip and check the accuracy of the bet before placing the bets.

  • How do I opt in or out of receiving information on Singapore Pools' products and services on website?

    After logging into your account, select the icon next to your username and select [Account Update] on the left navigation.

    Under Contact Information, you can choose more than one on what information you want to receive in which channel. You can also choose not to select any, and we will not send you any information on products and services.

  • How do I opt in or out of receiving information on Singapore Pools' products and services on mobile app?

    After logging into your account, click on the [Account] and select [Account Update].

    Under [Contact Information], you can choose more than one on what information you want to receive in which channel. You can also choose not to select any, and we will not send you any information on products and services.

  • I've changed my name. How do I update this?

    We would need a copy of your deed poll, NRIC or an official document containing your FIN, and other relevant documentation for verification.

    To do so, you can email us at CustomerService@sgpoolz.com.sg or contact Customer Service at 6786 6688.

  • I've changed my NRIC number or FIN. How do I update this?

    We would need a copy of both your old and new personal identity document and other relevant documentation for verification.

    To do so, you can email us at CustomerService@sgpoolz.com.sg or contact Customer Service at 6786 6688.

  • How do I change my password for online access?

    After logging into your account on the website, select the icon next to your username and select [Account Update] on the left navigation.

    Under [Login Information], you can update your password.

    After logging into your account on the mobile app, click on the [Account] and select [Change Online Betting Password].

  • How do I change my PIN for phone access?

    After logging into your account on the website, select the icon next to your username and select [Account Update] on the left navigation.

    Under [Login Information], you can update your PIN.

    After logging into your account on the mobile app, click on the [Account] and select [Change Phone Service PIN].

  • I've forgotten my username or password for online access. How can I retrieve it from website?

    Select the [Forgot Login?] link at the top right. Select which login information you have forgotten - username. Enter your NRIC number or FIN, and your registered mobile number.

    A One-Time Password (OTP) will be sent to your registered mobile number. After entering the OTP, your username will be displayed.

  • I've forgotten my username or password for online access. How can I retrieve it from mobile app?

    Select the [Forgot Login?] from Account Login page. Select [RETRIEVE USERNAME]. Enter your NRIC number or FIN, and your registered mobile number.

    A One-Time Password (OTP) will be sent to your registered mobile number. After entering the OTP, your username will be displayed.

  • I've forgotten my account number for phone access. How can I retrieve it?

    After logging into your account, select the icon next to your username. Select [Account Update] on the left navigation. Under [Contact Information], you can find your account number.

  • I've forgotten my account number for phone access. How can I retrieve it in mobile app?

    After logging into your account, click on [Account] and you will be able to see your account number stated under the Login Information.

  • I've forgotten my PIN for phone access. How can I retrieve from the website?

    Select the [Forgot Login?] link at the top right. Select which login information you have forgotten - PIN. Enter your NRIC number or FIN, and your registered mobile number.

    A One-Time Password (OTP) will be sent to your registered mobile number. After entering the OTP, you will be prompted to create a new PIN.

  • I've forgotten my PIN for phone access. How can I retrieve from the mobile app?

    Select the [Forgot Login?] from Account Login page. Select [RESET PIN]. Enter your NRIC number or FIN, and your registered mobile number.

    A One-Time Password (OTP) will be sent to your registered mobile number. After entering the OTP, you will be prompted to create a new PIN.

  • When do I need to input a One-Time Password (OTP)?

    For security reasons, a One-Time Password (OTP) will be sent to your registered mobile number each time you log in online, or you try to recover forgotten login information.

  • Why can't I receive any One-Time Password (OTP)?

    You may be using a different mobile number from the mobile number registered with your account.

  • Why is my account locked from online access?

    If you enter the wrong username or password wrongly for three times, your account will be locked for security reasons. You can unlock your account online.

    Retrieve your login information from [Forgot Login?]. Select which login information you have forgotten. Enter your NRIC number or FIN, and your registered mobile number. A One-Time Password (OTP) will be sent to your registered mobile number. After entering the OTP, you will be provided your username or prompted to create a new password.

  • Why am I unable to access online betting from overseas?

    Under the Remote Gambling Act, betting online with us outside of Singapore is not allowed.

  • What is Account Overview and what will be shown?

    Account Overview gives you a snapshot of your betting activities, product expenditure trends and a status reminder on your betting behaviour.

    Balance: How much you have in your account.

    Withdrawal: Year-to-date total withdrawn amount.

    Deposit: Year-to-date total deposited amount.

    Product Subscription: Number of active arrangements for recurring bet placement you have made.

    My Gaming Profile: A status of your betting behaviour, as a reminder for you to stay in control.

    Monthly Overview: A look at how much you have deposited, spent as well as total payout for the current calendar month.

    Open Bets: Bets that have been placed and yet to get results for.

    Expenditure Trend: Your betting spend for the past six months across different products.

  • How does My Gaming Profile work?

    This serves as a reminder for you to keep track of your betting expenses.

    Your betting behaviour will be analysed against your betting history and that of other online customers. Should there be a change in your betting trend, it will be highlighted here.

  • What does it mean when My Gaming Profile is showing a different status from the previous month?

    If it is showing an amber or red status, there could be several possible reasons. Are you spending more compared to the previous month? Are you spending on more products? Are you spending more often? This is a timely reminder to reflect on your betting behaviour and could help you better manage your spending.

  • What is a Temporary Betting Limit Increase?

    This feature under Limit Management allows you to operate a higher limit on a temporary basis, to be adjusted automatically to a lower amount to help manage your expenses.

    Find out more about Limit Management.

  • Why is my selected validity period not allowed for Temporary Betting Limit Increase?

    Your selected validity period may be less than the 24 hours required to effect your limit increase request. Please adjust your selected validity period in that case.

    Find out more about Limit Management.

  • When does my Temporary Betting Limit Increase end?

    If you have selected [this month], the temporary increase ends at the last day of the calendar month. For example, if the increase request is effected on 18 Nov, the validity period will be till 30 Nov.

    Also if the increase request is effected on 18 Nov, the validity period will be till 31 Dec if [next month] has been selected, and 31 Jan if [following month] has been selected.

  • How to opt for a Temporary Betting Limit Increase?

    After logging into your account, select Limit Management. The [Temporary Betting Limit Increase] option will be made available upon every attempt of opting for a higher betting limit.

    Find out more about Limit Management.

  • How do I understand my Account Summary? What is a payout?

    The Account Summary shows the deposits, bets placed and payout for month to date and year to date.

    Find out more about Account Management.

  • What is Monthly Deposit Limit? How is it calculated?

    Monthly Deposit Limit is the maximum amount you may deposit into your account every calendar month. The amount is calculated across all various incoming funds from external sources. You will be notified when you exceed 50%, 75% or reached 100% of your Monthly Deposit Limit.

    When your funding has reached 100% of Monthly Deposit Limit, you will be unable to deposit funds.

  • What is Monthly Betting Limit? How is it calculated?

    Monthly Betting Limit is the maximum amount you can use to bet from your account every calendar month. The amount is calculated across all products. The calculation does not take into account any refunds. You will be notified when you exceed 50%, 75% or reached 100% of your Monthly Betting Limit.

    When your expenditure has reached 100% of Monthly Betting Limit, you will be unable to place bets.

  • How do I manage my Monthly Betting and Monthly Deposit Limit on website?

    You can manage your Monthly Deposit Limit and Monthly Betting Limit online. After logging into your account, select the icon next to your username. Select [Limit Management] on the left navigation.

    Find out more about Limit Management.

  • How do I manage my Monthly Betting and Monthly Deposit Limit on mobile app?

    After logging into your account, click on the [Account] and select [Limit Management], select [Change Monthly Deposit Limit] and you will be able to key in new Monthly Deposit Limit, select [Change Monthly Betting limit] and you will be able to key in new Monthly Betting Limit.

    Increase in both limits takes effect 24 hours after your submission. Reduction of limits takes effect immediately.

    Find out more about Limit Management.

  • How will I be informed when I have reached my limits?

    Before logging out your account, a limit page will show your spending. For account customers who are accessing our services via mobile app, an in-app message will appear should you have exceeded your limits.

  • How do I close my account?

    Login to your Singapore Pools Account and select [Terminate Account] on the left navigation on website or [Account] tab on mobile app.

    Alternatively, you can contact our Customer Service at 6786 6688 to terminate the account.

    Be sure all open bets (if any) are settled and your account balance are withdrawn before closing your account. If you have set up a bank link, terminate it before closing your account.

  • How do I close an account of a deceased?

    Executors/Administrators of the deceased may visit Singapore Pools Head Office from Mondays to Fridays, 8am to 5pm, excluding Public Holidays, to close the deceased's account.

    The following documents are required:

    • Deceased's Death Certificate

    • NRIC/FIN or passport of Executors/Administrators

    • Original Grant of Probate or Grant of Letters of Administration

  • What if I do not have the legal documents such as Grant of Probate or Grant of Letters of Administration to close an account of the deceased?

    Please apply for the relevant legal documents from the court as original Grant of Probate or Grant of Letters of Administration must be presented together with other supporting documents.

    Please contact Customer Service at 6786 6688 or submit a form here should you require further assistance.

  • How to terminate bank link?

    Download and complete a Termination of Direct Debit Payment Authorisation Form and mail the completed form to: Bras Basah Post Office P.O. Box 299 Singapore 911810.

  • Will the Horse Racing Channels be available to the public?

    The Horse Racing Channels are only available to Singapore Pools Account holders, whom have subscribed to the service.

  • How can account customers subscribe to the Horse Racing Channels?

    Account customers will need to complete and submit the Horse Racing Channels subscription form.

    You may also enquire using the webform or contact Customer Service at 6786 6688.

    Find out more about Horse Racing Channels.

  • Is live streaming of races on Singapore Pools Account a free service?

    A monthly subscription fee of $15.00 (before GST) applies. Monthly subscription fee will be deducted from your account on a recurring monthly basis until you decide to cancel the subscription.

    No subscription fee paid shall be refunded to the account holder following termination of an account and/or early cancellation of live streaming service subscription.

    Find out more about Horse Racing Live Streaming.

Push Notification

  • I do not have a Singapore Pools account. How do I receive push notification on Singapore Pools mobile app?

    You will need an activated Singapore Pools Account, log in once in the mobile app and allow push notification on your device's setting.

  • I have an existing Singapore Pools account. How do I opt-in/ opt-out for push notification on Singapore Pools mobile app?

    You can opt-in for push notification on your device mobile setting for the app.

    For Android user, select [Manage Notification Setting].

    You can select or unselect [Allow Notification] according to your preference.

    For iOS user, select [Manage Notification Setting], select [Notification]. You can select or unselect [Allow Notification] according to your preference.

  • What kind of messages will I receive when I opt-in for push notification?

    You will receive operational messages such as updates on scheduled maintenances, service updates or messages related to responsible gaming.

  • Will I be able to receive winning notification when I opt-in for push notification?

    We will not be sending winning notification.

  • What could be the reason for not receiving push notifications?

    Potential reasons for not receiving push notification may include:

    • Mobile device being switched off during push notification delivery.
    • Network connectivity problems.
    • Notification settings having been turned off.
    • Push notifications will only push to active mobile device used by the customer.
    • If a customer switches to a new mobile device, logging in to their Singapore Pools account at least once is necessary to receive notifications.

Account management step-by-step guides: