Question 1

NHG Health App / SingPass login matters

Accepted Answer

I encountered an error while logging in. What should I do?

You may encounter an error while logging in if the servers are restarting during maintenance. Kindly wait and try again later. If the error persists after 30 minutes, please raise an issue via the in-app Chatbot or fill in an enquiry form.

My NHG Health App account is locked.

Your NHG Health App account has been temporarily locked as a part of the security feature. It is likely that the allowed number of unsuccessful sign-in attempts has exceeded. The lock will be lifted after 24 hours from the time the account was locked.

I have problems with my SingPass ID and/or password. Who can I contact?

If you have any queries relating to SingPass (e.g. how to reset password, did not receive OTP etc.), please contact the SingPass helpdesk at 6335 3533 or email.

I do not have a SingPass ID

Singaporeans, Permanent Residents and other long-term Residents may register for a SingPass account through the SingPass website. If you are not eligible for a SingPass account, please note that you will not have access to certain NHG Health App services.

Can I login to the NHG Health App App outside of Singapore?

Yes, you may login to the NHG Health App App outside of Singapore as long as you have a valid SingPass ID.

What are the important points to note when changing my appointments?

Ensure that you have a sufficient supply of medication.
Any special arrangements or tests that need to be done before seeing your Specialist should be completed and/or synchronised.
Always bring along any necessary documents as previously instructed, e.g. x-ray forms.

I have further queries relating to my medical appointments. Who can I contact?

If you have further queries relating to your medical appointments, please contact the TTSH Appointment Hotline at 6357 7000 between 8:00 am to 5:00 pm from Monday to Friday and 8:00 am to 12:00 pm on Saturday. The hotline is closed on Sundays and Public Holidays and open on eve of Christmas, New Year and Chinese New Year from 8.00 am to 12.00 pm. You can also send and email or an SMS to 8299 7980 (for local SMS only).

Question 2

App issues

Accepted Answer

My app keeps crashing. What should I do?

You may raise an issue via the in-app Chatbot.

Question 3

Data privacy

Accepted Answer

How can I ensure that my contact details and appointment information is kept confidential?

NHG Health App leverages on the national SingPass secure login for patients and their nominated caregivers to access information.

Only the patient can view and manage their contact details and appointment information.

How do I identify an authentic SMS reminder from NHG for my appointment?

If you have doubts about the authenticity of an SMS reminder from any of our institutions, it is recommended to contact them directly through their official helpline or email to verify the message. Avoid clicking on any links or sharing personal information if you suspect the message to be fraudulent.

Question 4

Appointments and registration

Accepted Answer

Download the NHG Health App to get the most updated information about your appointments.

You can now e-register for your same-day appointments via the NHG Health App for TTSH outpatient appointments. You will get a queue number and can view your clinic itinerary on-the-go.

An SMS will also be sent to you on the day of your appointment, inviting you to register through the NHG Health App.

Can I cancel or reschedule my appointments?

Not all appointment types can be cancelled or rescheduled. If you are unable to cancel or reschedule your appointment, it is likely because your appointment is crucial and urgent, and you should consult your clinician first before deciding to reschedule/cancel.

You are not permitted to cancel or reschedule your appointment less than 2 working days before your scheduled appointment. (E.g. If your appointment is on Friday, you need to make the cancellation or rescheduling request before Wednesday). You are allowed to cancel or reschedule your appointments up to 2 times only.

For appointments at TTSH, please ensure that you have sufficient medication to last you until your next appointment before rescheduling.

What should I do if I want to reschedule my appointment but there are no more slots?

If you are unable to view available slots, there are likely no more available slots due to high demand. Please contact the clinic where your appointment is for further assistance.

Is there any delay due to processing time when I cancel or reschedule my appointments?

The cancellation and rescheduling feature is in real-time. There is no delay.

Question 5

Viewing your appointment details

Accepted Answer

Before your appointment, you can check your e-appointment card on the NHG Health App. for the most updated information about your appointments, and to see if there are any pre-appointment instructions you need to take note of before your visit.

How can I e-register?

Please refer to the e-registration step-by-step guide (700 kb, PDF). You may register two hours before your scheduled appointment time.

Who can use the e-registration service?

You can use this service if you have an appointment today at the clinic.

If I e-register for my appointment earlier, do I get to see the doctor first?

No, patients will see the doctor according to the order of scheduled appointments. E-registration does not give you priority over other scheduled appointments before you.

Is the queue status updated in real-time?

Yes, the queue status is updated in real-time. Please tap on the circular icon to refresh the queue status.

After I have done e-registration, do I still need to register or check-in at the clinic kiosk upon arrival?

Clicking "Register" on the NHG Health app registers you for your appointment at the clinic.

Upon your arrival at the clinic, please scan your NRIC/FIN at the registration kiosk to check in.

I have an assessment to be completed before my doctor’s consultation. Where should I go upon arrival?

The location for the assessment will be reflected in your clinic e-itinerary. You may follow the e-itinerary listed in the NHG Health app.

I have more than one appointment scheduled today. Can I use mobile registration for both?

Yes, you can.

I am unable to e-register for one or more of my appointments. What should I do?

This e-registration service is available: two hours before your scheduled appointment time. Please ensure you have the following:

A working mobile data connection.
A valid SingPass ID and Password.

Can I still e-register for my appointment if I am late?

No, you will not be able to. Please proceed to the self-registration kiosk at the clinic if you are late.

Where does NHG Health get my medical appointments from? Are my medical appointments updated?

Appointments are obtained from all Public NHG Institutions in Singapore, and NHG Health displays all scheduled appointments for the next 12 months , with the next appointment at the top of the list.

How can I view my existing appointment list?

You will need to login via SingPass to view your appointment list. There are several places in the app where you can navigate to your appointment list:

NHG Health app’s second menu is "Appointments", tap on it to navigate to Appointment list page.
In Home, "My Upcoming Appointments" section, you can tap on the header bar.
In More, Services section, you can tap on "Appointment".
In Chatbot, tap on "View Appointment" option in one of the chatbot menu.

What are the important points to note when changing my appointments?

Ensure that you have a sufficient supply of medication.
Any special arrangements or tests that need to be done before seeing your Specialist should be completed and/or synchronised.
Always bring along any necessary documents as previously instructed, e.g. x-ray forms.

I have further queries relating to my medical appointments. Who can I contact?

If you have further queries relating to your medical appointments, please contact the TTSH Appointment Hotline at 6357 7000 between 8:00 am to 5:00 pm from Monday to Friday and 8:00 am to 12:00 pm on Saturday. The hotline is closed on Sundays and Public Holidays and open on eve of Christmas, New Year and Chinese New Year from 8.00 am to 12.00 pm. You can also send and email or an SMS to 8299 7980 (for local SMS only).

Question 6

Payment

Accepted Answer

You can now skip the queue by paying your bills on the NHG Health app!

With e-payment, you can track and manage your medical bills securely anytime, anywhere!

How do I use e-payment?

Please refer to the e-payment step-by-step guide (700 kb, PDF).

Which bills can I view and pay for?

You can view and pay for your outstanding hospitalisation and outpatient bills from TTSH, as well as from other participating NHG institutions.

Whose bills can I pay for on NHG Health?

You can pay outstanding hospitalisation and outpatient bills for yourself.

When can I view my bill(s)?

Billing information is available for viewing online only upon finalisation of the bill.

If you did not make any MediSave claims/deductions, your bill will be ready for viewing and payment on the NHG Health app on the same day by 10:30 pm.

All outstanding outpatient bills with MediSave claims/deductions will only be made available for viewing and payment within 3 to 10 working days.

Where can I view my outstanding bill(s)?

Tap on the "Payments" button located in the "Services" section. You will be able to view your outstanding bills there.

Some of my bills are not listed on the NHG Health app; why can't I view these bills?

Bill s with no outstanding amounts due for payment will not appear under "Current". You may view these bill s under "History".

Please note that some bills might not be displayed if they contain s ensitive h ealth r ecords. For patients who fall under this category, please contact our Billing Enquiries hotline at 6407 8128. Alternatively, you can visit NHG Payment Enquiry form.

How much does it cost to use this service?

There are no administrative or transaction fees incurred when paying through NHG Health e-payment.

Do all payments made through NHG Health go directly to the institution?

Yes, payments made through NHG Health are made directly to the respective public healthcare institutions via a secure payment solution.

There are no administrative or transaction fees incurred when paying through NHG Health e-payment.

What currency is being reflected on my NHG Health bill?

All bills on NHG Health are in Singapore dollars.

For credit cards using foreign currencies, the exchange rates will follow the bank’s prevailing rate. Please check with your respective bank for any other fees and charges associated with international transactions.

What are the available payment modes on NHG Health?

NHG Health e-payments currently accept Visa/Master credit and debit cards and eNETS direct debit.

Is there a maximum payment amount?

For credit cards, the maximum payment is your credit limit.

For debit cards or direct debit, the maximum payment is dependent on your bank account balance or your daily transaction limit.

Please note that you cannot pay more than the outstanding amount reflected on your bill via the NHG Health app.

Are partial payments allowed?

Yes, partial payments are allowed. You can make a partial payment by clicking on the 'edit' icon beside the bill amount and keying in the amount you wish to pay. Do note that the minimum payment is SGD$0.01.

How can I download my bill for my medical claims?

To download your bill, you can:

Download the PDF receipt of the payment made* or check the email address you have entered/set up in the NHG Health app for the receipt.
Download the fully paid PDF bill under the “History” tab.

*PDF receipt will be sent to the listed email address only successful payments

What happens if I overpay?

You cannot pay more than the outstanding amount reflected on your bill via the NHG Health app.

If you need further assistance, please NHG Payment Enquiry form with your full name, NRIC/FIN number and receipt ID (if any).

How would I know if my payment is successful?

If your payment is successful, you will see a "Payment Successful" screen. You will also receive a confirmation email of your transaction.

If your payment is unsuccessful, you will see a "Transaction Unsuccessful" screen. Follow the on-screen instructions to make payment again.

What should I do if my payment failed but my funds got deducted from my credit/debit card or bank account?

Please re-launch the NHG Health app. If the bill is still shown as outstanding or payment has not been deducted (if a partial payment is made), please visit NHG Payment Enquiry form with your full name, NRIC/FIN number and payment r eceipt ID (if any).

How long will it take for a payment to be reflected on the app?

Successful payments should be reflected instantly. The bill will no longer be shown on the outstanding bill listing screen when you refresh the screen. If you still see your bill on the screen after a successful payment, please allow up to three working days for the system to update. Please do not make the payment again during this period.

For payments shown as "Not Successful" or "Pending", please follow the on-screen instructions.

Any other payments made outside of the NHG Health app (i.e. AXS machine, iBanking, SAM, etc.) will be reflected in the NHG Health app within three working days.

Will I be issued an official receipt?

You will receive an email confirmation upon successful payment.

You may also choose to print, download, or take a screenshot of the "Payment Successful" screen containing the receipt ID for your records.

What will be shown on my credit/debit card or bank statement?

For any payments to TTSH clinics or clinics under the National Healthcare Group (NHG) cluster, your statement will show "NHG Pte Ltd".

How can I use my or my next of kin’s MediSave, MediShield Life or Integrated Shield Plans?

You can find out more from our Financing page.

Where can I find out more about NHG Health’s Payment, or who can I contact if I have further enquiries about my bills on NHG Health Payments?

You can contact our helpline at 6407 8128 from Monday to Friday, between 8:30 am and 5:30 pm. If you have payment-related queries, please visit NHG Payment Enquiry form with your full name, NRIC/FIN and payment receipt ID (if any).

Question 7

Others

Accepted Answer

Download NHG Health App

​​​​​​​​​​​​​​​​Your Visits Made Easy

I encountered an error while logging in. What should I do?

You may encounter an error while logging in if the servers are restarting during maintenance. Kindly wait and try again later. If the error persists after 30 minutes, please raise an issue via the in-app Chatbot or fill in an enquiry form​.

My NHG Health App account is locked.

Your NHG Health App account has been temporarily locked as a part of the security feature. It is likely that the allowed number of unsuccessful sign-in attempts has exceeded. The lock will be lifted after 24 hours from the time the account was locked.

I have problems with my SingPass ID and/or password. Who can I contact?

If you have any queries relating to SingPass (e.g. how to reset password, did not receive OTP etc.), please contact the SingPass helpdesk at 6335 3533 or email.

I do not have a SingPass ID

Singaporeans, Permanent Residents and other long-term Residents may register for a SingPass account through the SingPass website. If you are not eligible for a SingPass account, please note that you will not have access to certain NHG Health App services.

Can I login to the NHG Health App App outside of Singapore?

Yes, you may login to the NHG Health App App outside of Singapore as long as you have a valid SingPass ID.

​ ​What are the important points to note when changing my appointments?

Ensure that you have a sufficient supply of medication.

Any special arrangements or tests that need to be done before seeing your Specialist should be completed and/or synchronised.

Always bring along any necessary documents as previously instructed, e.g. x-ray forms.

I have further queries relating to my medical appointments. Who can I contact?

My app keeps crashing. What should I do?

You may raise an issue via the in-app Chatbot.

How can I ensure that my contact details and appointment information is kept confidential?

NHG Health App leverages on the national SingPass secure login for patients and their nominated caregivers to access information.

Only the patient can view and manage their contact details and appointment information.

How do I identify an authentic SMS reminder from NHG for my appointment?

Download the NHG Health App to get the most updated information about your appointments.

You can now e-register for your same-day appointments via the NHG Health App for TTSH outpatient appointments. You will get a queue number and can view your clinic itinerary on-the-go.

An SMS will also be sent to you on the day of your appointment, inviting you to register through the NHG Health App.

Can I cancel or reschedule my appointments?

Not all appointment types can be cancelled or rescheduled. If you are unable to cancel or reschedule your appointment, it is likely because your appointment is crucial and urgent, and you should consult your clinician first before deciding to reschedule/cancel.

For appointments at TTSH, please ensure that you have sufficient medication to last you until your next appointment before rescheduling.

What should I do if I want to reschedule my appointment but there are no more slots?

If you are unable to view available slots, there are likely no more available slots due to high demand. Please contact the clinic where your appointment is for further assistance.

Is there any delay due to processing time when I cancel or reschedule my appointments?

The cancellation and rescheduling feature is in real-time. There is no delay.

​

Before your appointment, you can check your e-appointment card on the NHG Health App. for the most updated information about your appointments, and to see if there are any pre-appointment instructions you need to take note of before your visit.

How can I e-register?

Please refer to the e-registration step-by-step guide (700 kb, PDF). You may register two hours before your scheduled appointment time.

Who can use the e-registration service?

You can use this service if you have an appointment today at the clinic.

If I e-register for my appointment earlier, do I get to see the doctor first?

No, patients will see the doctor according to the order of scheduled appointments. E-registration does not give you priority over other scheduled appointments before you.

Is the queue status updated in real-time?

Yes, the queue status is updated in real-time. Please tap on the circular icon to refresh the queue status.

After I have done e-registration, do I still need to register or check-in at the clinic kiosk upon arrival?

Clicking "Register" on the NHG Health app registers you for your appointment at the clinic.

Upon your arrival at the clinic, please scan your NRIC/FIN at the registration kiosk to check in.

I have an assessment to be completed before my doctor’s consultation. Where should I go upon arrival?

The location for the assessment will be reflected in your clinic e-itinerary. You may follow the e-itinerary listed in the NHG Health app.

I have more than one appointment scheduled today. Can I use mobile registration for both?

Yes, you can.

I am unable to e-register for one or more of my appointments. What should I do?

This e-registration service is available: two hours before your scheduled appointment time. Please ensure you have the following:

A working mobile data connection.

A valid SingPass ID and Password.

Can I still e-register for my appointment if I am late?

No, you will not be able to. Please proceed to the self-registration kiosk at the clinic if you are late.

Where does NHG Health get my medical appointments from? Are my medical appointments updated?

Appointments are obtained from all Public NHG Institutions in Singapore, and NHG Health displays all scheduled appointments for the next 12 months , with the next appointment at the top of the list.

How can I view my existing appointment list?

You will need to login via SingPass to view your appointment list. There are several places in the app where you can navigate to your appointment list:

NHG Health app’s second menu is "Appointments", tap on it to navigate to Appointment list page.

In Home, "My Upcoming Appointments" section, you can tap on the header bar.

In More, Services section, you can tap on "Appointment".

In Chatbot, tap on "View Appointment" option in one of the chatbot menu.

What are the important points to note when changing my appointments?

Ensure that you have a sufficient supply of medication.

Any special arrangements or tests that need to be done before seeing your Specialist should be completed and/or synchronised.

Always bring along any necessary documents as previously instructed, e.g. x-ray forms.

I have further queries relating to my medical appointments. Who can I contact?

You can now skip the queue by paying your bills on the NHG Health app!

With e-payment, you can track and manage your medical bills securely anytime, anywhere!

How do I use e-payment?

Please refer to the e-payment step-by-step guide (700 kb, PDF).

Which bills can I view and pay for?

You can view and pay for your outstanding hospitalisation and outpatient bills from TTSH, as well as from other participating NHG institutions.

Whose bills can I pay for on NHG Health?

You can pay outstanding hospitalisation and outpatient bills for yourself.

When can I view my bill(s)?

Billing information is available for viewing online only upon finalisation of the bill.

If you did not make any MediSave claims/deductions, your bill will be ready for viewing and payment on the NHG Health app on the same day by 10:30 pm.

Your Visits Made Easy

You may encounter an error while logging in if the servers are restarting during maintenance. Kindly wait and try again later. If the error persists after 30 minutes, please raise an issue via the in-app Chatbot or fill in an enquiry form.

What are the important points to note when changing my appointments?