vBOX

Help

GETTING STARTED

Sign up for a vBOX account

To get your free vBOX account, simply click on "Sign up now!" from our main landing page.

  • Please fill up the registration form.
  • Please ensure that all the mandatory fields (indicated with asterisks "*") are entered.

Verifying your vBOX account

As vBOX works in a closed and trusted system, whereby only known senders are allowed to send mail to verified users. This verification process serves to provide assurance regarding the identity of the users who sign up for our digital mailbox. As part of the verification process, you will be required to submit a copy of your identification document.

  1. For Singaporean and Permanent Residents, please submit a copy of the front and back of your NRIC.
  2. For foreigners, please submit a copy of your permit or passport. If your identification document does not include your mailing address, you will also be required to submit a copy of your latest utility or telecommunication bills that clearly states your mailing address.

These are the different ways you can submit your identification document:

  1. Upload Identification Document
    1. Login to vBOX with your SingPost ID and password. If your account is not verified, you will be prompted to perform verification.
    2. From the verification prompt, choose "Upload Identification Document".
    3. Click on the Browse button to select your Identification Document. Then click on Upload.
  2. Email Identification Document
    1. You may also wish to submit your identification document by email to support@vBOX.com.sg.
    2. Please remember to indicate your SingPost ID in the email.
  3. Submit Identification Document through Post Office
    1. You can also submit your identification document by making a trip to our Post Office network.
    2. Simply inform our counter staff that you are submitting your identification document for vBOX account verification.
    3. Do remember to inform our counter staff what is your SingPost ID.

Once we have checked your identification document, we will mail your "Verification PIN" to your registered address within the next 3-5 working days. When you receive the "Verification PIN", please login to vBOX with your SingPost ID and password. You will be prompted to enter your "Verification PIN" that is specified in the letter. Simply fill in the correct "Verification PIN" and you will be verified.

Subscribing your mail

You may subscribe to your mail from via Connections > Mail Subscriptions for senders who are onboard vBOX (represented by their logos). You will be able to view the different services that the senders have by clicking on their logo. Simply click on the service, enter your account details with the sender and select the types of mail you wish to subscribe from the sender.

Using vBOX with your mobile device

You may now enjoy the vBOX experience through mobiles devices such as iPhone, iPad and Android devices.

iPhone/iPod
https://itunes.apple.com/sg/app/singpost-vbox/id494837008

iPad
https://itunes.apple.com/sg/app/singpost-vbox-hd/id572495038

Android
https://play.google.com/store/apps/details?id=com.singpost.vbox

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USING VBOX

Payment

How can I qualify to use this service?
You need to be a verified vBOX member.

What are the available modes of payment for Bill Payment Service?
Currently, the following are the available modes of payment:

  1. GIRO-On-Demand (GOOD)
  2. eNETS Debit
  3. Credit/Debit Cards (Visa/MasterCard)

Can I use a corporate or foreign credit card?
vBOX currently only accepts locally issued credit cards for payments.

Do all the Billers accept all the available modes of payment?
Depending on the billers, they may not support all our modes of payments. The payment modes the biller supports will be shown when you make the payment to the biller.

How can I pay my bills if my service provider is not listed in the list of billers under "Others" payment?
At the moment, vBOX only allows you to pay your bill from your mail directly or if your service provider is listed in the list of billers under "Others" payment. If you wish for any service providers to present your digital mail or pay your bills in vBOX, you may inform your service provider directly or inform us through our Contact Us page.

Can I make partial payments?
Yes, you can control the payment amount and timing of your payment. However, please remember to pay your bill in full by the bill due date, as relevant late payment charges may be imposed by various billers on your account.

What is GIRO-On-Demand?
The GIRO-On-Demand is slightly different from the current GIRO service. For the current GIRO service, the amount due is automatically deducted from your bank account on a fixed day of the month without your intervention. On the other hand, the GIRO-On-Demand service, offers you better control as the amount due will only be deducted from your bank account after you have specifically initiated the deduction instruction on the vBOX website. You will have to instruct your bank to allow you to pay on the vBOX website. The Application for GIRO-On-Demand form will also authorize SingPost to instruct your bank to pay your billers once you have activated the "Pay by GIRO-On-Demand" instruction via your vBOX account

Must I sign up for GIRO-On-Demand for vBOX payment service?
It is not compulsory as GIRO-On-Demand is just another way to pay your bills online at vBOX. You may use other modes of payment available for the respective billers.

How do I apply for a GIRO-on-Demand account?
Under Profile > Payment Info, click on the link at the bottom of the page you will be able to see the instructions of how to apply for a GIRO-on-Demand account. To apply for GIRO-On-Demand account, simply follow these steps:

  1. Download the application form at https://www.vbox.com.sg/helpdesk/giro_pop.html.
  2. Print out the form and complete section 1.
  3. Post the completed form to:
       vBOX Customer Service
       10 Eunos Road 8
       #07-37A
       Singapore Post Centre
       Singapore 408600
  4. The form will then be forwarded to your bank for approval. Please take note that the bank indicated in your GIRO-ON-Demand form must be a savings bank account.

I had submitted a GIRO-on-Demand application form but why is it not showing on the Payment Info?
Processing time will take approximately 3 weeks.

Will I be notified when my GIRO-On-Demand (GOOD) is approved?
Yes. After we have received your Application form for GIRO-On-Demand, we will send it to your bank for verification immediately. Upon the bank's approval, you will be notified through your registered email address that you can start paying your bills through vBOX by GIRO-On-Demand.

Can I use more than one bank account for GIRO-On-Demand?
No, only one Saving Bank Account can be used for bill payments.

Can I use somebody's bank account for GIRO-On-Demand?
No, you will have to use your own bank account to pay bills through your vBOX account. The name of the bank account holder on the Application for GIRO-On-Demand Service must be the same as the name you registered with vBOX.

What if I do not have enough money in my bank account?
Once you authorize or schedule a payment, your bank will attempt to transfer the funds from your account on the third working day (subject to individual bank). If there are insufficient funds available to cover the transaction, your transfer may be denied. If this happens, we will notify you via email to inform you of the status. You then need to deposit sufficient funds into your account before another fresh payment is made. The regular bank charges may apply.

What happens if I change my bank account?
You will have to write to your bank to terminate the GIRO-On-Demand service for the existing bank account and submit a new Application for GIRO-On-Demand for your new bank account.

How do I cancel my GIRO-on-Demand account?
You will have to write to your bank for the termination of GIRO-On-Demand. Upon receiving your bank's notification for termination, we will disable the pay button for GIRO-On-Demand and notify you the effective date.

I have made a payment with GIRO-on-Demand awhile back but why is the status still showing "Submitted"?
GIRO-on-Demand payments are settled offline, thus the status will not be updated. To find out the status of the payments, you will need to check with the billers.

Does vBOX charge me for bill presentment & payment services?
No. vBOX does not charge the consumers any service charge when you pay your bills.

How do I check the status for my payment?
You can check the status of your payment by going into Payments -> Payment History.

How do I dispute bill charges, if any?
vBOX is a payment aggregator and enables payments on behalf of our billers. All enquiries/disputes on bills should be taken up separately with the respective billers.

Why can't I see my amount due but I can see the overdue notice on my envelopes?
Likewise in the physical world, the overdue amount is not shown on the envelopes. To protect your privacy, the overdue amount is shown only when you view your mail.

How do I add/remove credit card details?
Please login to vBOX and click on the Profile menu link. From the Payment Info tab, you may add/remove your credit card details.

Why is the status of my credit card "Not Verified"?
The credit card is reflecting as "Not Verified" because it has not has not been used to make payment. Once you have used the credit card for any payments, the credit card will reflect as "Verified".

Is it safe to store my credit card details in vBOX?
vBOX is PCI DSS (Payment Card Industry Data Security Standard) compliant. We have met all standards outlined by the PCI Security Standards council and are certified by ControlCase (a Qualified Security Assessor certified by the PCI Standards Council). We ensure all our customers payment card data is being kept safe throughout every transaction based on the stringent requirement of PCI DSS.

What is PCI DSS?
PCI DSS is the Payment Card Industry Data Security Standard. It is a set of requirements to ensure that all companies that process, store or transmit credit card data maintain a secure environment. The PCI DSS is administered and managed by the PCI SSC (Payment Card Industry Security Standards Council), an independent body that was created by the major payment card brands (Visa, MasterCard, American Express, Discover and JCB).

Is there a time span I can't pay my bills in vBOX?
The payment service will be under maintenance and will not be available from 11.20 PM to 12.20 AM (next day).

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GENERAL

What is vBOX?
vBOX is a free digital mailbox just like your physical mailbox except that it allows you to access it anywhere (from your computer to your mobile devices) and anytime you want. Imagine having the convenience and flexibility of having all your mail, bills and statements filed neatly by category or mail type and delivered to your digital mailbox. In addition, vBOX allows you to pay bills, set smart reminders and store your mail and confidential documents in a secured storage vault. All in one digital mailbox.
You may find out more from our "What is vBOX" page.

How does vBOX work?
vBOX is a closed trusted system with verified users (mail recipients) opting to receive digital mail from known senders. vBOX works directly with the different senders such as agencies, print bureaus, service providers and companies from various industries (e.g. Telecommunication, Insurance, Finance Institutions, Utilities) on delivering your mail such as bills, payslips, statements. Making it possible to transfer your mail from the physical letterbox to your digital mailbox. You get the freedom to choose from which senders to receive your digital mail thereby consolidating and making it more convenient to access your mail on your computers or mobile devices. In addition to the digital mailbox, you will be able to pay your bills conveniently through our integrated payment gateway. You may also set recurring payments or reminders through our calendar management tools.
You may find out more from our "How it Works" page.

What is the difference between vBOX and email?
vBOX works on a closed trusted system of verified users and known mail senders. Unlike email which you will receive unsolicited junk email, vBOX only allows you to receive mail which you have requested from the senders. Just visualize that your physical mailbox is now transformed to a digital mailbox but enhanced with value added services such as online payment, scheduled payments, calendaring tools, storage vault and many more.

Is vBOX free?
Yes. You do not have to pay anything to get your own personal digital mailbox. All you have to do is just sign up online for a free vBOX to start receiving your mail.

Can I still have hardcopy mail after my mail are in vBOX?
It depends on the senders whether they allow both physical and digital mail to be sent.

What is the difference between vBOX and vPOST?
vPOST main service offerings are shopping and shipping whereas vBOX provides digital mailbox solution and payment services. With the introduction of vBOX, the Electronic Bill Presentment and Payment (EBPP) service from vPOST will be migrated to vBOX.

What will I need to do to subscribe to any mail?
Once registered as a user with vBOX, you have to be a verified user and sign up for the service. Once verified, you will be able to access all features of the digital mailbox services such as to opt-in to receive digital mail from known senders, as well as to receive and view you digital mail, make payments, etc.

Who can I call for assistance? Will there be any 24/7 support?
Our contact details are:
Telephone: 1605
Telephone: +65 6841 2000 (when calling from outside Singapore)
Operations:
   Monday -Friday: 8am to 6pm
   Saturday: 8am to 1pm
   Sunday & Public Holiday: Closed

The support provided will be on digital mailbox and payment related matters. The support excludes statements, bills, advice or letters clarification. Recipients should call their respective senders for such clarifications.

What browser or resolution should I use?
vBOX is best viewed in:
Resolution: 1024 x 768
Browsers:

  1. Internet Explorer 9
  2. Google Chrome 12
  3. Mozilla Firefox 5
  4. Apple Safari 5

What is this message "Security Limitation in Internet Explorer 8 (IE8) and below" about?
If you are receiving this message when you access vBOX, it means that the system has detected you are using an Internet Explorer version that is outdated and is not supported by vBOX. There is a security limitation pertaining to "File download over SSL with cache control headers" as confirmed by Microsoft. You may refer to Microsoft Support page for further details and suggested resolutions at http://support.microsoft.com/kb/323308.

  1. Upgrade to the latest version of Internet Explorer web browser at
    http://windows.microsoft.com/en-us/internet-explorer/products/ie/home
  2. Access vBOX using the following alternative web browsers:
    1. Mozilla Firefox (http://www.mozilla.org/en-US/firefox/fx)
    2. Google Chrome (https://www.google.com/chrome)
    3. Apple Safari (http://www.apple.com/safari)

How do I enable Javascript?
You may follow the instructions below:

Google Chrome (15.0)

  1. Click the spanner icon on the browser toolbar.
  2. Select Options.
  3. Click the Under the Hood tab.
  4. Click Content Settings in the 'Privacy section.'
  5. Select Allow all sites to run JavaScript in the 'JavaScript' section.

Mozilla Firefox (8.0)

  1. Select Tools from the top menu.
  2. Choose Options.
  3. Choose Content from the top navigation.
  4. Select the checkbox next to Enable JavaScript and click OK.

Internet Explorer (9.0)

  1. Select Tools from the top menu.
  2. Choose Internet Options.
  3. Click on the Security tab.
  4. Click on Custom Level.
  5. Scroll down until you see the section labeled 'Scripting.'
  6. Under 'Active Scripting,' select Enable and click OK.

Apple Safari (5.0)

  1. Select Safari from the top menu.
  2. Choose Preferences.
  3. Choose Security.
  4. Select the checkbox next to Enable JavaScript.

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