FAQs.

Help: FAQs

Help Menu | Glossary

2FA Implementation - Frequently Asked Questions

	General FAQs on 2FA
	Using the DBS Vickers Trade Secure Device
	Looking after your DBS Vickers Trade Secure Device

	For Individual Account Holders/ Individual Account Holders with Mandatees
	For Joint Account Holders
	For Corporate Accounts
	For Individual Customers who are both DBS Vickers online and DBSVefx Account Holders
	For DBS iBanking Clients Who Have Already Registered Their First Generation DBS iB Secure Device To Their DBS Vickers online/ DBSVefx Trading Account

General FAQs on 2FA

	What is Second Factor Authentication (2FA)?
	Who would require the 2FA device?
	What is this 2FA device?
	Are there any changes to the current online trading services?
	Why did DBS Vickers introduce 2FA for online trading and what are the benefits?
	How do I obtain my 2FA device?
	What does the DBS Vickers Trade Secure Starter Kit include?
	I have received my DBS Vickers Trade Secure Starter Kit, how do I register my DBS Vickers Trade Secure Device?
	What is my Registration Code?
	Where can I find the serial number of my DBS Vickers Trade Secure Device?
	What is my DBS Vickers Trade Secure PIN?
	Where can I find the serial number of my DBS Vickers Trade Secure Device?
	What is my DBS Vickers Trade Secure PIN?
	Do I have to pay for the DBS Vickers Trade Secure Device?

1. What is Second Factor Authentication (2FA)?
Second Factor Authentication (2FA) is a security measure that DBS Vickers is implementing to enhance the security of online trading. It involves the use of a 2FA device for all online customers. This 2FA device generates a unique dynamic security code, also known as a One-Time PIN (OTP), to validate and authenticate you, when you access our online trading services. With the introduction of 2FA, you will require the following in order to perform transactions through your online trading account:

Your User ID
Your Login Password
One-time PIN (OTP) generated by the 2FA device

2. Who would require the 2FA device?
All DBS Vickers customers who wish to perform online transactions via DBS Vickers online and/or DBSVefx will require a 2FA device.

3. What is this 2FA device?
It can either be a DBS iB Secure Device or a DBS Vickers Trade Secure Device.

First Generation Trade Secure Device

New Generation Trade Secure Device

4. Are there any changes to the current online trading services?
No, there are no changes to the current online trading services. The 2FA implementation will only affect the way you access your account and perform online transactions.

5. Why did DBS Vickers introduce 2FA for online trading and what are the benefits?
DBS Vickers is committed to providing our customers with a high level of online security. 2FA is a stronger form of identity validation and authentication as it relies on:

Information you know (that is your User ID and Login Password)
Information DBS Vickers provides to you (One-time PIN generated by the 2FA device)

Online fraud and mischief are becoming increasingly sophisticated and as they evolve, online security itself has to advance to combat these threats. The introduction of 2FA will mean a greater peace of mind for you when you trade online.

6. How do I obtain my 2FA device?
If you are a DBS iBanking customer and already have a DBS iB Secure Device which you use for Internet banking, you can register this device by logging in to your DBS Vickers online/ DBSVefx trading account. You will be guided through the simple registration steps for Second Factor Authentication Registration.

If you are not a DBS iBanking customer, you may request for a DBS Vickers Trade Secure Device from DBS Vickers when you log in to your DBS Vickers online/ DBSVefx trading account. You will be guided through the simple steps and upon successful completion, a DBS Vickers Trade Secure Starter Kit will be sent to you within 3 working days by post.

7. What does the DBS Vickers Trade Secure Starter Kit include?
Your DBS Vickers Trade Secure Starter Kit will include the following:

Letter with your Registration Code
DBS Vickers Trade Secure Device
Box with instructions on how to register your DBS Vickers Trade Secure Device
DBS Vickers stickers to personalize your DBS Vickers Trade Secure device

If you receive your DBS Vickers Trade Secure Device box without your DBS Vickers Trade Secure Device, please notify us immediately by calling us at (65) 6327 2288, if you are a DBS Vickers online customer, or (65) 6327 9559, if you are a DBSVefx customer.

8. I have received my DBS Vickers Trade Secure Starter Kit, how do I register my DBS Vickers Trade Secure Device?
You can register your DBS Vickers Trade Secure Device by logging in to your DBS Vickers online/ DBSVefx trading account. Follow the printed instructions found on your DBS Vickers Trade Secure Starter Kit box to register your DBS Vickers Trade Secure Device.

9. What is my Registration Code?
Your Registration Code can be found on the letter which comes with your DBS Vickers Trade Secure Device. You will require this code when you register your DBS Vickers Trade Secure Device with us. If you have misplaced your letter and require a replacement Registration Code to be sent to you, kindly call our hotline at (65) 6327 2288 if you are a DBS Vickers online customer or (65) 6327 9559, if you are a DBSVefx customer.

10. Where can I find the serial number of my DBS Vickers Trade Secure Device?
The serial number of your DBS Vickers Trade Secure Device is located at the back of the device. Kindly turn the device over to find the 10-digit serial number.

First Generation Trade Secure Device

New Generation Trade Secure Device

11. What is my DBS Vickers Trade Secure PIN?
Press the red button on the front to obtain your randomly generated 6-digit DBS Vickers Trade Secure PIN every time you are prompted on the DBS Vickers trading websites.

12.Where can I find the serial number of my DBS Vickers Trade Secure Device?
The serial number of your DBS Vickers Trade Secure Device is located at the back of the device. Kindly turn the device over to find the 10-digit serial number.

13. What is my DBS Vickers Trade Secure PIN?
The front of your DBS Vickers Trade Secure Device has a button located on the left of the display screen. Press this button to obtain your randomly generated 6-digit DBS Vickers Trade Secure PIN every time you are prompted on the DBS Vickers trading websites.

14. Do I have to pay for the DBS Vickers Trade Secure Device?
The first DBS Vickers Trade Secure Device you receive will be complimentary from us. The DBS Vickers Trade Secure Device has a long lifespan and should last up to 5 years before it has to be replaced. The replacement charge for lost or damaged DBS Vickers Trade Secure devices is S$20 (subject to GST).

Using the DBS Vickers Trade Secure Device

	When is the use of the 2FA device required?
	Which is the right way to hold the DBS Vickers Trade Secure Device?
	I do not have my DBS Vickers Trade Secure Device with me. Can I use my friend's device to input the DBS Vickers Trade Secure Device PIN?
	The system is unable to accept the dynamic PIN generated by the 2FA device. Why is this so?
	How do I replace the battery in my DBS Vickers Trade Secure Device?
	What if my DBS Vickers Trade Secure Device is damaged or lost?
	I travel frequently; will I be able to use DBS Vickers Trade Secure abroad?
	Why did DBS Vickers choose to issue a physical security device as the 2FA authentication method, when there are other alternatives available in the market?
	Why did DBS Vickers not choose a SMS solution?
	Why not use software embedded in mobile phones?

1. When is the use of the 2FA device required?
Once you have registered your 2FA device, you will be required to use it* when you perform any of the following transactions:

a. Place, amend, and cancel order
b. View order status
c. View balances, holdings, settlements
d. View activities, trade history
e. Enrol for e-statement, view e-statement
f. Apply for IPO placement shares
g. Update of personal particulars i.e. contact number, email address etc.

* Note that DBS Vickers 2FA is implemented on "elevated access" basis, i.e. user only needs to enter the OTP once and the session is secured until logout.

2. Which is the right way to hold the DBS Vickers Trade Secure Device?
The side that has a button and display screen is the front of the security device. The side that has a 10-digit serial number is the back of the device. To make sure you are holding the device the right way up, the button is situated on the left hand side of the device. Use the words "Trade Secure with DBS Vickers" to confirm that you are holding the device the right way up.

First Generation Trade Secure Device

New Generation Trade Secure Device

3. I do not have my DBS Vickers Trade Secure Device with me. Can I use my friend's device to input the DBS Vickers Trade Secure Device PIN?
Each DBS Vickers Trade Secure Device is unique and tagged to you. You will not be able to use another person's registered security device to input as your DBS Vickers Trade Secure PIN.

4. The system is unable to accept the dynamic PIN generated by the 2FA device. Why is this so?
For security reasons, the randomly generated 6-digit dynamic PIN is only valid for a short period of time. When you enter an expired dynamic PIN, you will receive a message requesting you to try again. Please press the button found on the front of the DBS Vickers Trade Secure Device to generate a new dynamic PIN and enter this PIN.

If the problem persists, please call our Customer Service hotlines at (65) 6327 2288, if you are a DBS Vickers online customer, or (65) 6327 9559, if you are a DBSVefx customer.

If you are holding a DBS iB Secure Device, please call DBS Customer Centre on 1800 111 1111 for assistance.

5. How do I replace the battery in my DBS Vickers Trade Secure Device?
For the First Generation Trade Secure Device, the battery should last up to 5 years and should not require a battery replacement before then. If the battery is running low, it will show the word "BATT" on the display screen.

For the New Generation Trade Secure Device, the battery should last between 5 - 7 years, depending on the frequency of the usage. If the battery is running low, your DBS Vickers Trade Secure Device screen will display the following or similar message when the button is pressed.

The '02' appearing on the screen reflects the approximate number of months of battery life remaining in your device. You can refer to below table for the estimated battery life guide.

Please do not attempt to dismantle the device as you will not be able to replace the battery. Tampering with the DBS Vickers Trade Secure Device will cause it to malfunction. You should call us immediately on (65) 6327 2288 if you are a DBS Vickers online customer or (65) 6327 9559, if you are a DBSVefx customer, to replace your DBS Vickers Trade Secure Device.

Please note: If you are holding a DBS iB Secure Device and the battery is low, please call DBS Customer Centre on 1800 111 1111 for assistance.

6. What if my DBS Vickers Trade Secure Device is damaged or lost?
If your DBS Vickers Trade Secure Device is damaged or lost, please contact us immediately to de-activate your device. Please call us at (65) 6327 2288, if you are a DBS Vickers online customer, or (65) 6327 9559, if you are a DBSV efx customer.

Please note: If you are holding a DBS iB Secure Device and you need a replacement, please call DBS Customer Centre on 1800 111 1111 for assistance.

7. I travel frequently; will I be able to use DBS Vickers Trade Secure abroad?
Yes you will be able to do so. The device is designed to be as light and as portable as possible for your convenience. We recommend that you keep this security device with items you are unlikely to leave behind, such as your keys, to ensure that you have it with you at all times.

8. Why did DBS Vickers choose to issue a physical security device as the 2FA authentication method, when there are other alternatives available in the market?
DBS Vickers has evaluated several options. After a careful assessment based on security, convenience, user-friendliness and cost, the physical security device "DBS Vickers Trade Secure" was chosen as the most effective solution. Furthermore, the solution is not dependent on third parties.

9. Why did DBS Vickers not choose a SMS solution?
The two main reasons for not choosing an SMS solution are:

DBS Vickers Trade Secure provides you with a unique, dynamic, and time-sensitive PIN without time lag. SMS solution is dependent on a third party (i.e. telco company). During peak periods such as Christmas and New Year, SMS messages may not be disseminated in a timely manner to you.
Incompatibility of telecommunications network in countries such as Korea and Japan.

10. Why not use software embedded in mobile phones?
This solution is not selected for the following reasons:

People generally change their mobile phones often. There is a high probability that mobile phones are traded in or sold off without deletion of the software. Moreover, if passwords are saved on the mobile phones, the trading access will be compromised.
Mobile phones could be subjected to hacking activities that compromise the functioning of the 2FA security measure.
There may be display issues with different phone models which can cause misreading of the information.
Corruption to the software may affect the user's phone.

Looking after your DBS Vickers Trade Secure Device

	Does the DBS Vickers Trade Secure Device need to be kept under special conditions?
	Is the DBS Vickers Trade Secure Device waterproof?
	Why are there so many buttons on the New Generation Trade Secure Device, when I need to use only one?
	The New Generation Trade Secure Device is a rather �bulky� device. Can I request for the previous version of the device instead of this one?

1. Does the DBS Vickers Trade Secure Device need to be kept under special conditions?
Keep your DBS Vickers Trade Secure Device in a dry and safe place at normal room temperature. Leaving your DBS Vickers Trade Secure Device in a place with too high or low temperature, e.g., the car trunk, clothes dryer and in the sun, may cause the plastic shell to be damaged and the device to malfunction. Do not leave your DBS Vickers Trade Secure Device near objects that emit strong magnetic fields.

2. Is the DBS Vickers Trade Secure Device waterproof?
Your DBS Vickers Trade Secure Device is water-resistant but not waterproof. Please do not submerge your DBS Vickers Trade Secure Device in water as this will cause it to malfunction.

3. Why are there so many buttons on the New Generation Trade Secure Device, when I need to use only one?
The remaining buttons enable the bank to progressively offer you new and improved features - for your greater online banking convenience. These additional features will be offered in a phased manner over the next few months.

4. The New Generation Trade Secure Device is a rather "bulky" device. Can I request for the previous version of the device instead of this one?
We regret to inform you that we are not able to accede to your request as the First Generation Trade Secure Device is being phased out..

For Individual Account Holders/ Individual Account Holders with Mandatees

	I am an Individual Account Holder/ Individual Account Holder with Mandatee(s) and I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online trading account?
	I am an Individual Account Holder/ Individual Account Holder with Mandatee(s) but I do not own a DBS iB Secure Device. How do I request for a DBS Vickers Trade Secure Device?
	I am an Individual Account Holder with Mandatee(s) and I have already registered my 2FA device to my DBS Vickers online trading account. Can I request for another DBS Vickers Trade Secure Device for my Mandatee(s)?
	Can I use the DBS Vickers Trade Secure Device issued by DBS Vickers for DBS iBanking if I open a DBS iBanking account subsequently?

1. I am an Individual Account Holder/ Individual Account Holder with Mandatee(s) and I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online trading account?
Yes. You can use your existing DBS iB Secure Device to access DBS Vickers online trading services. All you have to do is register your DBS iB Secure Device after logging in to your DBS Vickers online account. You will be guided through the simple registration steps.

2. I am an Individual Account Holder/ Individual Account Holder with Mandatee(s) but I do not own a DBS iB Secure Device. How do I request for a DBS Vickers Trade Secure Device?
You can request for a DBS Vickers Trade Secure Device after you log in to your DBS Vickers online account. You will be guided through the simple steps and upon successful completion, a DBS Vickers Trade Secure Starter Kit will be sent to you within 3 working days by post.

3. I am an Individual Account Holder with Mandatee(s) and I have already registered my 2FA device to my DBS Vickers online trading account. Can I request for another DBS Vickers Trade Secure Device for my Mandatee(s)?
Please note that only one device can be registered to a DBS Vickers User ID at any one time. If you have already registered a DBS iB Secure Device or a DBS Vickers Trade Secure Device to your trading account, you will not be able to request for another device for your Mandatee(s).

4. Can I use the DBS Vickers Trade Secure Device issued by DBS Vickers for DBS iBanking if I open a DBS iBanking account subsequently?
No, the DBS Vickers Trade Secure Device cannot be used for DBS iBanking.

For Joint Account Holders

	I am the Primary Account Holder and I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online joint trading account?
	I am the Primary Account Holder and own a DBS iB Secure Device but I prefer to have a separate 2FA device for my trading. Can I request for a DBS Vickers Trade Secure Device for my DBS Vickers online joint trading account?
	I am the Primary Account Holder and I have already registered my 2FA device to my DBS Vickers online joint trading account. Can I request for another DBS Vickers Trade Secure Device for my Joint Account Holder?
	I am not the Primary Account Holder but I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online joint trading account?

1. I am the Primary Account Holder and I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online joint trading account?
Yes. You can use your existing DBS iB Secure Device to access DBS Vickers online trading services. All you have to do is register your DBS iB Secure Device after logging in to your DBS Vickers online joint trading account. You will be guided through the simple registration steps.

2. I am the Primary Account Holder and own a DBS iB Secure Device but I prefer to have a separate 2FA device for my trading. Can I request for a DBS Vickers Trade Secure Device for my DBS Vickers online joint trading account?
Yes. You can request for a DBS Vickers Trade Secure Device by logging in to your DBS Vickers online joint trading account. You will be guided through the simple steps and upon successful completion, a DBS Vickers Trade Secure Starter Kit will be sent to you within 3 working days by post.

3. I am the Primary Account Holder and I have already registered my 2FA device to my DBS Vickers online joint trading account. Can I request for another DBS Vickers Trade Secure Device for my Joint Account Holder?
Please note that only one device can be registered to a DBS Vickers User ID at any one time. If you already registered a DBS iB Secure Device or a DBS Vickers Trade Secure Device to your trading account, you will not be able to request for another device for your Joint Account Holder.

4. I am not the Primary Account Holder but I own a DBS iB Secure Device. Can I use this device for my DBS Vickers online joint trading account?
No. Only the primary account holder can do so.

For Corporate Accounts

	I currently have a DBS Vickers online Corporate Account. Do I need a DBS Vickers Trade Secure Device to access my online corporate trading account?
	There is more than one person in my company accessing the DBS Vickers online corporate trading account. Can I apply for an additional DBS Vickers Trade Secure Device?
	My company holds both a DBS Vickers online Corporate Account and a DBSVefx Corporate Account. Do I require separate DBS Vickers Trade Secure Devices for each of the accounts?

1. I currently have a DBS Vickers online Corporate Account. Do I need a DBS Vickers Trade Secure Device to access my online corporate trading account?
Yes.Corporate customers need to log in to their accounts to request for a DBS Vickers Trade Secure Device. You will be guided through the simple steps and upon successful completion, a DBS Vickers Trade Secure Starter Kit will be sent to the authorized person of the Corporate Account within 3 working days by post.

2. There is more than one person in my company accessing the DBS Vickers online corporate trading account. Can I apply for an additional DBS Vickers Trade Secure Device?
No. Only one device can be registered to a DBS Vickers User ID at any one time.

3. My company holds both a DBS Vickers online Corporate Account and a DBSVefx Corporate Account. Do I require separate DBS Vickers Trade Secure Devices for each of the accounts?
No. You only require one DBS Vickers Trade Secure Device for both Corporate Accounts.

For Individual Customers who are both DBS Vickers online and DBSVefx Account Holders

I hold a DBS Vickers online account and a DBSVefx account. Will I require two separate DBS Vickers Trade Secure Devices in order to access them?

1. I hold a DBS Vickers online account and a DBSVefx account. Will I require two separate DBS Vickers Trade Secure Devices in order to access them?
No, you only require one DBS Vickers Trade Secure Device for both accounts. Please log in to either your DBS Vickers online account OR your DBSVefx account to register or request for your device accordingly.

For DBS iBanking Clients Who Have Already Registered Their First Generation DBS iB Secure Device To Their DBS Vickers online/ DBSVefx Trading Account

	I have recently received my New Generation DBS iB Secure Device. Can I use this New Generation DBS iB Secure Device for my DBS Vickers online/ DBSVefx trading account?
	I have recently received my New Generation DBS iB Secure Device. However, I have already registered my First Generation DBS iB Secure Device to my DBS Vickers online/ DBSVefx trading account. Can I continue to use this device for my DBS Vickers online/ DBSVefx trading account after I register my New Generation DBS iB Secure Device via DBS iBanking?
	I am a new DBS iBanking customer and have recently received my New Generation DBS iB Secure Device from DBS. However, I have already registered my DBS Vickers Trade Secure Device to my DBS Vickers online/ DBSVefx trading account. Can I continue to use this device for my DBS Vickers online trading account after I register my New Generation DBS iB Secure Device via DBS iBanking?

1. I have recently received my New Generation DBS iB Secure Device. Can I use this New Generation DBS iB Secure Device for my DBS Vickers online/ DBSVefx trading account?
Yes. You can use your New Generation DBS iB Secure Device on DBS Vickers online/ DBSVefx within 48 hours after you have registered it at DBS iBanking.

Kindly note that if you register your New Generation DBS iB Secure Device via DBS iBanking before 8.00 pm daily,you can use your New Generation DBS iB Secure Device on DBS Vickers online/ DBSVefx after 8.00 am the next day. If you register your New Generation DBS iB Secure Device via DBS iBanking after 8.00 pm daily, you can only use your New Generation DBS iB Secure Device on DBS Vickers online/ DBSVefx 2 days later. Please continue to use your existing First Generation DBS iB Secure Device for trading until you are prompted at the trading site to use the New Generation DBS iB Secure Device. Thereafter, your existing DBS iB Secure Device will be deactivated.

2. I have recently received my New Generation DBS iB Secure Device. However, I have already registered my First Generation DBS iB Secure Device to my DBS Vickers online/ DBSVefx trading account. Can I continue to use this device for my DBS Vickers online/ DBSVefx trading account after I register my New Generation DBS iB Secure Device via DBS iBanking?
No. Your First Generation DBS iB Secure Device will be de-activated from your DBS Vickers online/ DBSVefx trading account within 48 hours after you have registered your New Generation DBS iB Secure Device at DBS iBanking.

Kindly note that if you register your New Generation DBS iB Secure Device via DBS iBanking before 8.00 pm daily, you can use your New Generation DBS iB Secure Device on DBS Vickers online/ DBSVefx websites after 8.00 am the next day. If you register your New Generation DBS iB Secure Device via DBS iBanking after 8.00 pm daily, you can only use your New Generation DBS iB Secure Device on DBS Vickers online/ DBSVefx 2 days later. Please continue to use your existing First Generation DBS iB Secure Device for trading until you are prompted to use your New Generation DBS iB Secure Device.

3. I am a new DBS iBanking customer and have recently received my New Generation DBS iB Secure Device from DBS. However, I have already registered my DBS Vickers Trade Secure Device to my DBS Vickers online/ DBSVefx trading account. Can I continue to use this device for my DBS Vickers online trading account after I register my New Generation DBS iB Secure Device via DBS iBanking?
Yes. You can use your existing DBS Vickers Trade Secure Device to access DBS Vickers online trading services as this device is not linked to your DBS iBanking account.