We thank Mr Shalom Lim Ern Rong for his feedback in his letter “Digital security measures should not compromise safety of medically vulnerable users” (Jan 29).

The Monetary Authority of Singapore (MAS) requires banks to implement multifactor authentication for online banking security.

MAS expects banks that use Singpass face verification as one of the authentication factors to offer alternative customer verification methods for users who are unable to use facial recognition technology, for reasons such as medical conditions. MariBank has reached out to Mr Lim to assist him and offer alternatives.

Singpass users who require assistance with face verification can contact the Singpass Helpdesk at https://go.gov.sg/singpass-feedback-issue  or call 6335-3533. The Government Technology Agency of Singapore (GovTech Singapore) has also reached out to Mr Lim to understand his experience better and provide support.

Charlene Chew
Head (Corporate Communications)
Monetary Authority of Singapore  

Winston Teo
Senior Director, Singpass
Government Technology Agency of Singapore