Singapore Airlines

Help and FAQs

Two-factor authentication (2FA)

Two-factor authentication is an additional measure introduced to enhance the security of your KrisFlyer account. A time-sensitive randomly generated password, also known as a One-Time Password (OTP) will be sent to you, for identified KrisFlyer transactions (e.g. when you access your KrisFlyer profile or make changes to your redemption group nominees). As a default, the OTP will be sent to your registered mobile number to validate your identity. Should a mobile number not be available, the OTP will be sent to your registered email address.

As such please ensure that the mobile number and email address indicated in your KrisFlyer profile belongs to you, is up-to-date, and actively used.

Download the following guide for more details.

Singapore Airlines is committed to providing our customers with a high level of online security. 2FA has been introduced as part of KrisFlyer’s ongoing efforts to enhance online security for the benefit of our members. 2FA relies on:


a. Information you know (that is your KrisFlyer membership no. and account Password)
b. Information SIA provides to you (One-time Password)

2FA will be required when you perform identified KrisFlyer transactions online. These include:

  1. Accessing and editing your KrisFlyer Profile
  2. Adding/removing redemption group nominees in the booking flow
  3. Adding/linking new redemption partners to convert miles to other loyalty programs (Fliggy, Shangri-La, Velocity, Esso, CapitaStar)
  4. Resetting your account password under “Need Help Logging In” in the KrisFlyer account login widget
  5. Conversion of KrisFlyer miles to partner points (namely Fliggy, Shangri-La, Velocity, Esso, CapitaStar, Link Rewards)
  6. Donation of KrisFlyer miles
  7. Accessing partner websites such as FlyScoot.com, KrisShop.com, KrisFlyervRooms.com and Pelago.co when you are logged in to KrisFlyer account
  8. Offsetting your carbon emissions on The Singapore Airlines Group Carbon Offset Programme microsite

You can follow these steps to update your contact details:

  1. Log in to your KrisFlyer account
  2. Click on the “Profile” tab*
  3. Click on the “Edit” button beside “Personal Details”
  4. Your mobile number and email address can be edited under the “Contact Details” section
  5. Click “Save”

 

*Please note that you will be prompted for 2FA under step 2 after 2FA implementation on 29 June 2018.

 

Your mobile number should be updated using international format. Examples shown as per table below. Members should omit the extra 0 used when making local in country calls when applicable.

 

  Country Code Area Code Phone Number
 
Singapore
Country Code
65
Area Code
Not required
Phone Number
8 digits
 
India
Country Code
91
Area Code
Not required
Phone Number
10 digits
 
Indonesia
Country Code
62
Area Code
Not required
Phone Number
9 to 11 digits
 
Australia
Country Code
61
Area Code
Not required
Phone Number
9 digits
 
United States
Country Code
1
Area Code
3 digits
(eg. 415 or 628 for San Francisco)
Phone Number
7 digits
 
United Kingdom
Country Code
44
Area Code
7
Phone Number
9 digits

If your mobile number is not updated, request to receive your OTP via email in order to access your KrisFlyer profile to make the change.

If both your mobile number and email address are not updated, contact KrisFlyer Membership Services to update your contact details.

We strongly encourage you to maintain individual mobile number and unique email address for your KrisFlyer account since key notifications and sensitive information pertaining to your account are sent to the mobile number and/or email address recorded in your KrisFlyer profile.  

Mobile number is mandatory for your KrisFlyer account as it is a more secure platform to receive the OTP. In scenarios where you are unable to access your mobile phone or receive OTP by SMS, you may request to receive the OTP via your email.

If you do not have a mobile number in your profile when 2FA is rolled out, you will be allowed to receive your OTP via email to update your mobile number before you log out.

No, your KrisFlyer account will not be locked. However, you will not be able to perform certain transactions. KrisFlyer accounts will be locked at login only if the wrong KrisFlyer account number and/or account password is entered after consecutive tries.

As the OTP is always sent as a default to your mobile number saved in your KrisFlyer profile, the foreign country would need to support GSM network and SMS. Please contact your mobile service operator for further details on receiving SMS sent from Singapore whilst overseas.  

If you are travelling, you are encouraged to make all your KrisFlyer transactions before leaving. In scenarios where you are unable to access your mobile phone or receive OTP via SMS or experience a lag in receiving SMS, kindly request to receive the OTP via your email address indicated in your KrisFlyer profile.

OTP is sent to your mobile number instantly and is normally received within seconds. In cases where you are experiencing weak mobile connection, there might be a short delay.

If you did not receive your OTP within 2 minutes, select “Resend OTP” to request a new OTP. Note that there may be a lag time in receiving OTP via SMS if there’s a weak mobile connection.

Alternatively, you can request for OTP to be sent to your email address. Please verify that the mobile number in your KrisFlyer profile is updated.

There may be a lag time in receiving OTP via SMS if there’s a weak mobile connection. If you requested for OTP via email, check the spam folder in your email account for the OTP email.

For urgent requests pertaining to upcoming flights, please approach KrisFlyer Membership Services who will assist with your flights. Please verify the mobile number and email address saved in your KrisFlyer profile with KrisFlyer Membership Services. Otherwise, kindly try again later.

Select “Resend OTP” to request for a new OTP. Ensure that you enter the latest OTP sent to you within 3 minutes before it expires.

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