A user’s account will become inactive if there hasn’t been any activity on it for more than SIX (6) months.
But don’t worry, you can get back your inactive account:
Verified Account: You can regain access to your account by following the Account Recovery steps as below:
- Go to the homepage and tap “Read FAQ”.
- Tap “Recover account now”.
- Enter your new mobile number.
- Enter the OTP sent via SMS to the new mobile number.
- Enter your registered ID details:
- Select ID type (e.g., MyKad/NRIC or Passport)
- Enter the registered ID number.
- Enter the OTP sent to your registered email address.
- Once verified, the system will display “Account ready for recovery”. Tap “Recover Now”.
- Complete the Face Verification (scan your face as instructed).
- After successful verification, the account is recovered and the new mobile number is updated. The screen will show “Account recovered successfully”.
Unverified Account: you can regain access by following the Account Recovery steps with your registered email address. Watch a short video here.
- Go to the homepage and tap "Read FAQ".
- In the FAQ section, tap "Recover account now".
- Enter your new mobile number and proceed.
- Enter the OTP that was sent to your new mobile number via SMS.
- Enter your registered ID number (NRIC or Passport).
- Enter the OTP sent to your registered email address.
- Once verification is successful, your account is ready for recovery and your mobile number will be updated.
- If you receive the message "ID has not been registered before", contact Customer Care/Careline to request an amendment.