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IMDA Identity Authentication Standards



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1
Why is StarHub asking me to make sure my email address and mobile number are up to date?

We use your registered mobile number and email address to securely verify your identity and to keep you updated on your account and services. Having up‑to‑date contact details helps ensure you continue to receive important notifications and complete authentication smoothly.


2
What will happen after 1 July 2026 if my contact details is not updated?

If your registered details are outdated, OTP authentication may not work, and we may have limited ability to help with account‑specific requests, as we won’t be able to verify your identity securely.


3
Is there a deadline to update my details?

To avoid any disruption, we strongly encourage you to update your contact details whenever there’s a change. Per the latest IMDA guideline, please ensure your details are updated before 30 June 2026.


4
Why can’t StarHub verify me using my NRIC/FIN anymore?

This update supports new regulatory requirements issued by IMDA, designed to strengthen customer data security and improve authentication standards across the telecommunications industry. It’s one of the ways we’re helping to keep your account safer.


5
Do I have other authentication options apart from OTP verification?

If OTP authentication isn’t available, we may use other subscriber‑specific information to verify your identity. That said, OTP remains the fastest, most secure, and preferred method.


6
Can I register more than one mobile number or email address for OTP?

For security reasons, OTP authentication is linked to one registered mobile number and one registered email address per account.


7
Does this apply to authorised users or only the account holder?

This requirement applies to both account holders and authorised users of the account.


8
How do I update my contact number and/or email address in StarHub app?

To update your contact details:

  1. Log in to the StarHub app.
  2. Tap More.
  3. Select Manage account and choose any service to update.
  4. Go to Contacts, update your email address and/or mobile number, then save your changes.