â€å“good Day I Shall Probably Email You Again Soon
This page contains FAQs on the following matters related to travelling to Singapore:
- Digitally Verifiable Vaccination Certificate
- Common Portal Technical Issues
- Amendment of Approved Entry Applications
- Receipts and Approval Letters
- Traveller Details
- Document Uploads
- Other General Application Issues
- Stay Home Notice (SHN)
- Transport Advisories
- COVID-19 Tests for Travellers
- Payments and Refunds
- TraceTogether for Travellers
Travellers may click on the links below for FAQs relating to the following agencies:-
- Ministry of Health (MOH)
- Ministry of Manpower (MOM)
1) Digitally Verifiable Vaccination Certificate
1. What should I do if my Vaccination Certificates are not accepted in the Vaccination Check Portal or SG Arrival Card?
If verification fails or if travellers do not have a digitally verifiable vaccination certificate, travellers can show their physical vaccination certificate or vaccination app instead with the following details in English, or translated to English with notarisation:
- Name (per travel document used for entry)
- At least one other personal identifier, e.g. date of birth or passport number (per travel document used for entry)
- Name of vaccine(s) administered, i.e. different names for different vaccine type
- Vaccination date(s)
You can also attempt to re-upload your digital certificate QR code, and ensure that:
- You are using the 'International'/'Travel' version of your vaccination certificate. A common issue is that travellers holding certificates issued by the following countries upload their domestic certificate instead of their travel certificate.
- India
- Indonesia
- Thailand
- The United Arab Emirates
- Your QR code was uploaded in a high-resolution, .png (preferred), .pdf or .jpg format.
- Your date of birth was keyed in the correct format (DD/MM/YYYY)
- Your digital proof of vaccination is currently a recognised digital proof of vaccination. More digital certificates will be added to this list in future.
- If the upload failure involves documents containing more than one QR code, extract/crop the QR code with the latest dose and only upload that QR code.
- You are fully vaccinated, based on this criteria
- Your passport particulars match with your vaccination certificate. If not, where possible, please contact your healthcare provider or certificate issuer to get your certificate re-issued with your full name as it appears on your travel documentation.
- You replaced any non-latin special characters in your name as per this FAQ.
For further assistance on certificate uploading issues, you may write to the Safe Travel Office using the enquiry form here and provide supporting details and screenshots of the errors encountered. If the issue is with your vaccination certificate itself (e.g. issued certificate does not have a name matching with your passport), you must approach your certificate issuer instead.
2. Why are only SMART Health Cards by certain issuers accepted?
There is a need for us to verify the identity of the issuer by checking against a list of trusted issuers, such as the CommonTrust Network (issuers listed here and here) and Vaccination Credential Initiative (issuers listed here).
Please note that individuals with an Excelsior Pass issued by the New York State in United States will need to obtain an Excelsior Pass Plus, which is an SHC accepted for vaccinated travel. More information on the Excelsior Pass and Excelsior Pass Plus can be found here.
We are currently working on accepting digitally verifiable vaccination certificates by other issuers. The list will be expanded as more states and issuers are onboarded.
3. My vaccination certificate was issued in Hong Kong SAR, but I am having issues uploading the QR code. What's going wrong?
Please attempt re-uploading your QR code and ensure that your electronic vaccination record has the name and ID displayed (unmasked). You may refer to these instructions to download your electronic vaccination records.
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2) Common Portal Technical Issues
a. Amendment of Approved Entry Applications
1. There is a mistake in my application. Do I need to submit a new application? If so, can I ask for a refund for the previous application?
Yes, a fresh application must be submitted. Employers must ensure that the information submitted during application is accurate. There will be no refunds for applications that have been approved.
2. Can I change the traveller's entry date?
No. We regret to inform you that no changes to the date of entry are allowed once an application has been approved. If there are exceptional circumstances for a change in entry date, please write to us using our enquiry form here and provide the traveller's details including passport number, FIN number (where applicable) and approval reference number.
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b. Receipts and Approval Letters
1. Can I obtain a copy of the COVID-19 PCR test payment receipt which I paid for during entry application?
The receipt for the COVID-19 PCR test payment would have been generated and displayed at the point of payment via a pop-up window, if the pop-up blocker has been turned off per the instructions during the payment process. We regret to inform that we are unable to generate the same receipt a second time.
2. I have completed payment for my application. However, I did not receive an approval letter. What should I do?
The approval letter will be sent as an email from the SafeTravel Office (SafeTravelOffice@ica.gov.sg) to the email address provided by the applicant shortly after payment. This will be the email address that an email verification OTP is sent from during the application process. Depending on the recipient's email settings, the approval letter could be found in the recipient's spam or junk folder.
If the problem persists, please contact us via the enquiry form here with the following information:
- Application Reference Number
- Contact details
- Screenshot of your application status or payment invoice
- (If applicable) FIN and FIN expiry number of your employee(s)
Requests to have the approval letter sent to a different email address not stated in the application, will not be entertained.
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c. Traveller Details
1. I have been asked to enter my name in basic Latin characters only. My name contains national characters of the Latin/Cyrillic/Arabic families of languages. What do I do?
To facilitate the smooth processing and clearance of your application, please note that we are only able to accept name entries containing the following:-
- Basic Latin characters (A to Z and a to z)
For applicant's names with other characters which are not accepted above, please provide the name as reflected in the machine-readable zone of the passport. An illustration can be found below to show how to input your name according to the passport's machine-readable zone.
You may also try the following character replacements in the table below.
| Special/accented character (non-exhaustive) | What to replace the character with |
|---|---|
| Hyphens or commas e.g. – or , | Spacing |
| All other punctuation e.g. ~!@#$%^&*()/' | Do not key in anything |
| á, à, â, ä, å | a |
| è, é, ê, ë | e |
| ì, í, î, ï | i |
| ò, ó, õ, ö | o |
| ù, ú, û | u |
| β | ss |
| ø | oe |
| ü | ue |
If you are still facing name mismatch errors, please write to the Safe Travel Office using the enquiry form here.
2. I see an "invalid FIN number" prompt during my application. What does it mean?
This error has likely occurred because the traveller's Singapore work pass is invalid, has expired or will expire in less than 15 days from the date of entry into Singapore.
Travellers with the following types of MOM-issued work passes are allowed to travel under the PCA:
- Employment Pass;
- EntrePass;
- Personalised Employment Pass;
- S Pass;
- Work Permit;
- Training Employment Pass;
- Training Work Permit; and
- Work Holiday Pass.
To apply for or renew a pass, please visit MOM's website and click on the relevant pass for more details.
If the error persists even though the traveller's work pass is valid, please write us using our enquiry form here and provide the FIN number and FIN expiry date of the employee(s) to be sponsored for entry into Singapore under the PCA scheme.
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d. Document Uploads
1. What file formats can be uploaded?
The application system only accepts PDF file format.
2. What is the maximum number of files I can upload in the application?
The application system can accept up to a maximum of 2 files.
3. What is the file size limit for uploaded documents?
Please note that the maximum file size limit for uploaded document is 1 megabyte (1MB) per file.
4. I encountered an error message when uploading my file. What should I do?
If you encountered errors while uploading, please follow the following troubleshooting steps.
- Use Google Chrome or Microsoft Edge Web Browsers
- Use only English Characters for all input fields, including file names for the file uploads
- Remove any special characters and symbols
- Shorten the file's name to 10-15 characters.
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e. Other General Application Issues
1. What are the browsers compatible with Safe Travel Portal?
For best user experience, please use Google Chrome (version 84 or later) or Microsoft Edge (Version 95 or later) Web Browser. Please also ensure that your pop-up blocker has been turned off to facilitate the payment process.
2. Why am I unable to access the Safe Travel Portal despite having a Corppass?
The login process for Corppass has been changed to first verify your identity via Singpass, before you can proceed to access and transact with government digital services.
Please ensure that your Singpass ID is linked to your business's Corppass account to log in to the Safe Travel Portal. You may contact your business's Corppass administrator to ensure that you have been added and assigned the 'Safe Travel Portal' e-service to your Corppass e-services and the administrator had assigned you administrative rights to access the Safe Travel Portal.
For foreign users, you would have received an email about your pre-registered Singpass account. Your newly created Singpass account has been linked to your existing Corppass accounts and will be the new login method. For more information, please visit the Singpass website at www.singpass.gov.sg or https://go.gov.sg/corporate-login.
3. On the "Terms and Conditions" and "Declaration" pages, why am I unable to click the "I AGREE"/ "SUBMIT" buttons?
Please ensure you have read through the terms and conditions/ declaration and ensure that the checkbox is ticked before clicking the "I AGREE"/ "SUBMIT" button.
4. Why am I unable to click 'NEXT' to proceed to the next step of application?
There may be compulsory fields in the form that have not been filled in.
5. Why was I logged out mid-way through my application?
Users will be logged out of their accounts after approximately 20 minutes of inactivity and will have to re-submit any previously entered application details. This will help prevent any unauthorised access to the application data.
6. I am still encountering errors when using the portal and I am unable to locate a solution in this FAQ. Who may I contact for assistance?
Should you still encounter error messages with your application, please contact us using the enquiry form here.
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3) Stay Home Notice (SHN)
1. What should I do if I need to attend to an emergency before serving my Stay-Home Notice (SHN)?
As a condition for entry into Singapore, all non-fully vaccinated travellers who are required to serve SHN must commute directly to their SHN accommodation or SDF immediately after clearing immigration. The failure to do so constitutes a breach of the SHN requirements which is punishable under Singapore's laws.
In the event of an emergency, travellers may contact the SafeTravel Enquiries helpline at 6812 5555 for assistance and advice.
2. I am supposed to serve my SHN at my own place of residence. However, I discovered I am unable to serve my Stay-Home Notice (SHN) at my earlier declared SHN accommodation. What should I do?
Travellers who encounter difficulties serving their SHNs at their declared SHN accommodation may refer to this page for more details, or contact the SafeTravel Enquiries helpline at 6812 5555 for assistance and advice. Do not leave your residence until you have received further instructions.
3. Am I exempted from SHN if I am aged 13 and above by year of birth (i.e. born in or before 2009) and certified to be medically ineligible for vaccination?
No. Travellers 13 and above and are certified to be medically ineligible for vaccination, are considered non-fully vaccinated. They will therefore be issued with an SHN upon arrival into Singapore. For more details on the travel and health protocols accorded to non-fully vaccinated travellers, visit: https://safetravel.ica.gov.sg/arriving/general-travel/non-fully-vaccinated.
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4) Transport Advisories
1. What are the transport advisories for travellers who have to serve Stay Home Notice?
Travellers can commute using their own private vehicle, taxis (including street-hailed taxis) or book a private-hire car (GrabSHN, Go-Jek, Ryde, MVL(TADA)) via the provider's respective apps.
(i) Private Transport Use
Travellers can commute using their own private vehicle, taxis (including street-hailed taxis) or book a private-hire car (GrabSHN, Go-Jek, Ryde, MVL(TADA)) via the provider's respective apps. This also applies to travellers who have to leave their place of SHN to take their mandatory scheduled PCR test to exit from SHN at the approved testing facility.
If there is more than one traveller, those sharing the same vehicle should have the same travel history and are heading towards the same declared place of accommodation.
All persons in the vehicle must wear face masks throughout the journey. In addition, the following precautions are strongly encouraged:-
- Vehicle windows must be wound down with air conditioning turned off.
- Where practicable, the front passenger seat should be left unoccupied;
- The back seat should only be occupied by the traveller(s)
- The driver should wipe down the vehicle after dropping the traveller off at his/her declared place of accommodation. Please refer to the National Environmental Agency (NEA) guidelines for more information.
(ii) Taxi/private-hire vehicles
When securing a transport booking, travellers must inform the transport operator as well as driver that they are served with a Stay-Home Notice (SHN). Travellers who opt to arrange for transport using a mobile application may key "SHN" in the chat/note/comment box or by checking the SHN checkbox (if provided within the app). Travellers that board a taxi/private hire car should sit alone in the back seat, with windows down and air-conditioning turned off.
Only travellers with the same travel history and heading to the same declared place of accommodation are allowed to share a taxi/private-hire vehicle, subjected to permitted passenger capacity in the back seat.
All travellers are prohibited from taking public transport, e.g. public buses/trains to their SHN location.
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5) COVID-19 Tests for Travellers
1. Which travellers are required to do a pre-departure COVID-19 test?
Non-fully vaccinated travellers born in or before 2009 (i.e. 13 years old and above by year of birth) are required to do a pre-departure COVID-19 Polymerase Chain Reaction (PCR) test or Antigen Rapid Test within two days before departing for Singapore. Recently-recovered travellers who are not fully vaccinated may be exempted from pre-departure test if they produce a valid proof of recovery indicating a positive COVID-19 diagnosis that falls between 14 to 90 days before their date of departure for Singapore.
2. If I am entering a foreign country/region for a very short trip, can I use my negative pre-departure COVID-19 Polymerase Chain Reaction (PCR) test or Antigen Rapid Test (ART) results, taken in Singapore for departure, to fulfil the pre-departure test requirement for my return leg to Singapore?
You will fulfil the pre-departure test requirement only if the PCR test or professionally administered/supervised ART was taken within 2 days before departure for Singapore.
As an example, a traveller takes a pre-departure ART in Singapore on 1 March 2022 and enters Indonesia on the same day. If he intends to return to Singapore between 1 and 3 March 2022, the ART taken on 1 March 2022 will fulfil the pre-departure test requirement for entry into Singapore.Travellers aged two or below in this calendar year (i.e. born in or after 2020) are, by default, exempted from testing.
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6) Payments and Refunds
1. How do I request a refund for my COVID-19 Polymerase Chain Reaction test ("PCR test') as well as stay at the Stay-Home Notice (SHN) dedicated facility (SDF)?
Pre-payments made for relevant costs such as SDF and COVID-19 test fees during the entry application process are non-refundable for drop-outs and last minute cancellations. All forfeited pre-payments will go toward covering the relevant costs have been incurred to secure and prepare the accommodation for the traveller.
Requests for refunds will only be considered if there are strong mitigating factors. These may include flight cancellation by the airline, or changes in border policies that has prevented the traveller from leaving for Singapore. In such instances, travellers may submit a refund request to the channels, below, based on their corresponding pass type and/or scheme of entry:
| Traveller pass type | Refund Channels |
|---|---|
| Singapore Citizens (SC) and Singapore Permanent Residents (PR) | go.gov.sg/sto-enquiry |
| Periodic Commuting Arrangement | COVID_SafeTravelAppeals@mti.gov.sg |
| Helpers and Confinement Nannies | Use the relevant form below to cancel the helper or nanny's entry approval at least 5 days before the approved entry date:
|
| All other Work Pass Holders and their dependents | Use the relevant form below to cancel the pass holder's entry approval at least 7 days before the approved entry date:
|
| Student's Pass Holders | Refund Form Refund requests must be submitted within 3 months from the end of SHN or the end of the SafeTravel Pass validity period, whichever is later. Late requests will not be considered. |
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7) TraceTogether for Travellers
1. Are all travellers required to use TraceTogether?
Travellers must use TraceTogether to enter settings that require vaccination-differentiated safe management measures (VDS). Please refer to MOH's website to check which community settings still have VDS in place.
Travellers to Singapore can download the TraceTogether app prior to their departure for Singapore. Upon arrival, travellers can activate and use the app for the duration of their stay in Singapore.
Travellers may also obtain a TraceTogether token after arriving in Singapore. As each token is uniquely tagged to each individual, travellers are reminded to carry their own tokens with them wherever they go, and not exchange their tokens with others.
A more comprehensive TraceTogether (TT) FAQ can be found here.
2. After downloading the TraceTogether app, how do I activate it?
After downloading the TraceTogether app, you need to follow the instructions that appear when you launch the app. You will need to verify your mobile number with an SMS One-Time Password and register your profile on the app with the same identification number, nationality and date of birth as those shown in the passport that you are using to enter Singapore.
Please ensure that your TraceTogether App is updated to the latest version. You will see the Holding Screen after you have registered your profile. You must click on the 'ACTIVATE APP' button on the Holding Screen immediately after you have cleared arrival immigration in Singapore. Please follow the instructions until you reach the Home Screen.
| Holding Screen | Home Screen |
|---|---|
 |  |
If you require assistance on how to download and activate the TraceTogether app, please refer to the TraceTogether website or email support@tracetogether.gov.sg.
3. I have downloaded the TraceTogether app, but I cannot activate the app. What should I do?
Please check that your app has been updated to the latest version.
You can activate your app only after clearing Singapore immigration. There might be a short lag time between after you have cleared immigration and before you can activate the app.
If you still are unable to activate your app after immigration clearance, it could be because you did not register your profile with the same identification number, nationality and date of birth as those shown in the passport that you have used to enter Singapore. If so, please follow the instructions to be navigated back to the Holding Screen.
You can edit your passport details by clicking the 'edit' button on the Holding Screen, as indicated below.
If you still face issues, please email support@tracetogether.gov.sg with your query and details of the issue you are facing.
4. If I change my mobile device or SIM card when I arrive in Singapore, do I need to download the TraceTogether app again?
If you change your mobile device, you are required to download the TraceTogether app again on your new mobile device and activate it by following the instructions that appear when you launch the app.
If you change your SIM card but are still using the same mobile device, you will not need to download the TraceTogether app again.
Please ensure that you keep your mobile device's Bluetooth function turned on so that the TraceTogether app remains activated throughout your stay in Singapore.
5. What happens if travellers do not have a mobile device to download the TraceTogether app?
Travellers with mobile devices that are unable to download the TraceTogether app, may wish to rent a mobile device that is TraceTogether-compatible. Alternatively, they may obtain a TraceTogether token (S$13/token) from the Singapore Visitor Centre at Orchard Gateway (open from 10am-7pm daily), or any of the TT Token collection booths found at community centres. The community centre booths and their operating hours can be found at https://token.gowhere.gov.sg. Travellers do not need to return their tokens before departing from Singapore.
Payment can be made via PayNow, EZ-link, Nets Flashpay, Mastercard, VISA, JCB, and Union Pay. Cash payments are not accepted.
Short-Term Visitors may collect or replace Tokens on behalf of family/friends at the Token counters at Community Centres. Visitors will be required to provide the Token owner's passport and mobile number for verification purposes when collecting and replacing the tokens.
6. What happens if visitors are unable to receive an SMS One-Time Password (OTP) to register their profile on the TraceTogether app?
Travellers who can download the TraceTogether app but are unable to obtain an SMS OTP to register their profile on the app due to network restrictions, can purchase a Singapore SIM card. Upon purchase, travellers are to activate the Singapore SIM card and immediately register their profile on the TraceTogether app with their Singapore mobile number and the same identification number, nationality and date of birth as those shown in the passport used to enter Singapore.
7. Will my vaccination status show on my TraceTogether app? What should I do if my vaccination status is not updated in TraceTogether or if it expires?
If you were fully vaccinated in Singapore, you should be able to see your vaccination status on your TraceTogether and HealthHub apps.
If you were fully vaccinated overseas, please ensure that you have:
- Uploaded your vaccination certificate on your Vaccination Check Portal/SG Arrival Card submission; or
- Present your overseas vaccination certificate at the immigration counter on-arrival.
Your vaccination status will be updated on your TraceTogether app shortly after arrival in Singapore. If your vaccination status has not been updated on your TraceTogether app, kindly submit a query using the following form to look into your case: https://go.gov.sg/vds-query-form.
Travellers vaccinated overseas will be granted a 30-day temporary status automatically after clearing immigration, after which the vaccination status will expire. For your vaccination status to continue to be valid, you will need to present your overseas vaccination certificate at a private clinic in Singapore to have your overseas records ingested into the National Immunisation Registry (NIR). Please call the clinic prior to your visit, to confirm that they provide such services.
Please refer to the MOH FAQs for more details regarding vaccination status.
You may also wish to refer to the TraceTogether FAQs for more information.
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Source: https://safetravel.ica.gov.sg/faq
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