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Answers about signing in, verification, account access and work records.
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Signing in or verifying email
Try account recovery for a new verification or password reset link. If it still fails, include the exact message, the time it happened and your phone or browser.
This opens your email app. Your message is sent only when you send it there. If no email app opens, write to support@securityoncall.sg.
Send from your registered email where possible. Include the relevant reference and exact error message. Keep passwords, verification codes, NRIC images and bank statements out of your initial message.
If an issue remains unresolved, reply in the same email conversation with the previous reference and explain what is still preventing you from continuing.
Common questions
I’ve forgotten my password.
Open Recover account to request a password reset link for your SecurityOnCall account email.
I need a new verification email.
Check your spam or junk folder. If you still need a new link, open Recover account to request another verification email.
Why do I need to verify my email?
Your email must be verified before you submit a licence or access enrolment and work records. Officer approval is still required before taking shifts.
Is officer and agency access the same?
Officer and agency access are reviewed separately. Complete the details requested for your account type. Agency account holders can start or resume an agency application using a verified account. Save an unfinished form and return later. An administrator must independently review the agency licence and account holder’s authority before granting access. Use this path before starting officer enrolment.
How do Go Live offers work?
Go online to receive job cards in your preferred regions. Each card has 12 idle seconds, with the timer paused while you review. Missed offers stay on eligible map pins while places remain. A job is never automatically shown to you again. Go Offline to stop new cards.
What happens when I apply?
Apply sends your request to the agency. It does not reserve a place or confirm a duty. You are taken offline while you have a pending request. Wait for the agency’s approval, or withdraw the request to look for another job. After approval, you can have one active duty at a time.
When should I mark On the way?
The button appears two hours before your shift. Select it when you start travelling. It updates the agency and keeps check-in separate. At 30 minutes before the shift, an in-app reminder asks for your travel status if it is still missing. You can reply On the way or I haven’t left yet. An unanswered reminder alerts the agency after five minutes.
The reminder is in the app only. Keep SecurityOnCall open to see it promptly. The agency can choose to release your assignment and seek a replacement; an unanswered prompt does not automatically cancel your duty.
I need an older work record or a correction.
The app shows past jobs from the last 30 days. Use Request older job records for a period within the last 12 months. Your registered email receives a link; sign in to download the PDF within seven days. You can request another copy when a download expires.
For older records or an error in a statement, email SecurityOnCall at support@securityoncall.sg. Include the statement reference, the relevant job or agency, the period and the detail that needs checking. Do not include NRIC images or bank statements in the initial message. The self-service period does not limit requests for other personal data held by SecurityOnCall; those requests are reviewed separately.
Agencies remain responsible for keeping their applicable employment and salary records and issuing required payslips. The app's display and download periods do not determine how long the underlying employment records must be retained.
My account access needs a review.
Use the contact options below for help with your enrolment or agency membership. You can check the review information available in your workspace after signing in.