Frequently Asked Questions

You can track your case update(s) and agency’s reply by going to the “Report” section on the Home screen or “Activity History” in the “Settings” tab. If the submitted case has been attended to and resolved by the agency, the status will be updated from “Acknowledged” to “Replied” or “Resolved”.

Currently, you are not able to edit a case once it has been submitted.  The agency will contact you directly if more details are needed.

The most recent cases (up to 6 cases) are displayed under “Report” section on the Home screen.

Tap “View all” button in Report section to view up to 100 cases reported.

The first stage “Acknowledged” is a system-generated status to indicate that your case has been successfully submitted.

The second stage “Working on It” indicates that the agency or Town Council is assessing the feedback and looking into the case.

The final stage will be reflected as either “Resolved”, “Reply from Agency” or “Reply from Town Council”. “Resolved” indicates that the case owner has completed its evaluation and taken the necessary action to resolve the case. This may be accompanied by a photo of works done where applicable. “Reply from Agency” or “Reply from Town Council” indicates that the case owner requires more time to follow-up on the issue, and will provide a description of actions they plan to take, as well as an estimated timeline in their reply.

Cases submitted under the "Abandoned Trolleys" and "Shared Bicycles" categories will be directly sent to the relevant operators respectively for their follow-up. There is no case update for these categories and hence, these cases are not tracked.

After your case is closed, you can use the “Rate Our Service” feature to provide your poll rating and comments on the agency’s or Town Council’s service. The relevant agency/Town Council will look into your poll feedback. This poll will appear when the case is closed.

For issues such as infrastructure maintenance/provision or complex matters involving collaboration across multiple agencies, more time may be required for fact-finding, assessment and investigation. The agency will provide a description of follow-up actions and an estimated timeline (if possible) in their reply, while they continue to work on resolving the issue. If no information on the actions to be taken was provided in the reply, or the expected timeline has lapsed without further action, you may wish to use the “Rate our Service” feature as indicated above. Alternatively, you could submit a new case, quoting the previous case ID in the “Provide details of the issue” field in the reporting form.

You can submit a new case and cite the previous case’s identification number in the “Provide details of the issue” field in the reporting form.

Your case history will be transferrable across all devices as long as you log in using the same account. If you want to continue to retrieve and view your parking history after logging out from the OneService App or uninstall and reinstall the OneService App, please remember to sync your parking history. Your Account Settings are not transferable

If you have logged on to the OneService App using other login methods, you may merge your account with your current profile by selecting the “Merge Accounts” option under the “Settings” tab. You may also be prompted to merge your account if you have registered with the same mobile number but used a different login method.

You can make changes to your profile under the "Edit Profile" option under "Settings".

Your credit card details are not stored in the OneService App. When you first enter your credit card details in the OneService App, the payment information is instead saved with our secure payment provider. This allows you to continue paying for your parking charges without having to enter your credit card details again. Your details are kept safe even if your phone is compromised. To cancel your payment information with our secure payment provider, you would need to remove the Credit Card under "Settings".

You can remove or edit your credit card record at any time via "Settings".

You can use the OneService Chatbot on WhatsApp and Telegram, or scan the OneService Lite QR Codes located at lift lobbies, void decks or other high-traffic areas in your neighbourhood.

Alternatively, if you would like to set up a Singpass account, you may check your eligibility and follow the guide here (https://go.gov.sg/singpass-guides).

As part of our effort to reach out to more residents, the OneService Submit Case feature is now available on LifeSG App too.

With Singpass login, you will be able to access feedback and past cases from both the LifeSG and OneService apps soon.

If you are an existing OneService user and are logging in to the OneService App with Singpass for the first time, you will be prompted to verify your account.

Please use your registered mobile number during the verification process to link your existing OneService account to Singpass. You will be able to view your previous cases once you have successfully linked both your OneService account and your Singpass account.

Please email us at mso_appenquiry@mnd.gov.sg with a short description of the issue, along with your OneService App version, Mobile operating system version, phone model and mobile number. Our technical team will follow up with you.

You can make changes to your notification settings via "Settings".

Municipal issues are issues pertaining to the upkeep and improvement of the communal living environment. These include cleanliness of public areas, greenery maintenance, animal- and pest-related issues as well as maintenance and repair of infrastructure such as roads, walkways, parks and drains.

For urgent cases, please contact the agency directly.  The agency’s hotline number is shown after you have selected the relevant sub-category in the “Submit Case” section (applicable for certain sub-categories only).

The agency will be able to determine whether the OneService App case has already been submitted via other channels. The agency will still follow up on the case and provide the updates via the OneService App.

If you are facing difficulties with the OneService App or have further queries on them, you can check out the FAQs.  Alternatively, you can tap “Get Support” then “Feedback” to contact us.

The "Find Parking" map shows both public and commercial carparks near your location. The data fields (if available) of a car park include the following:

         Name of car park and type (public or commercial).
         Type of parking system (i.e. coupon parking or Electronic Parking System, i.e. EPS).
         Parking rates for cars, motorcycles, heavy vehicles.
         Opening hours.
         Free parking/night parking (for public car parks, if applicable).
         Distance (straight line) from your current location to the entry point of car park.
         Click on “Get Direction” will show the route from your location to the entry point (shown as XY coordinates) of the selected car park using your phone’s navigation map.
         Click on “Start Parking” to pay for parking (only for HDB and URA coupon-based car parks).
         Car park lots availability (only for HDB/URA Electronic Payment System EPS car parks and those commercial car parks listed in LTA’s Parking Guidance System).
         Height limit and advisory for tall vehicles (for HDB and some commercial multi-storey car parks).

MSO collaborates with HDB, URA and Quantum Inventions for the car park data.

Car parks with the "Start Parking" option available are for HDB and URA coupon-based car parks. You can initiate a parking session by tapping on the “Start Parking” which is similar to the Parking.sg app. Your payment transaction will be processed through Parking.sg.  Those car parks without the "Start Parking" option are either HDB/URA EPS car parks or commercial car parks. Charges are applied automatically upon entry/exit at the EPS gantry.

At the moment, we are unable to obtain lot availability information at HDB and URA coupon-based car parks as such car park usage cannot be tracked electronically, especially when some motorists use coupons to pay for parking. For some EPS car parks, we are constantly working with our partners to avail more data.

If the car park information is incorrect or there are missing car parks that are not listed, you can tell us by tapping on “Get Support”, then “Feedback”. We will then review your feedback and make the changes accordingly. 

The features are similar.  The payment transaction on “Start Parking” will be processed through Parking.sg.

You should start the parking session once you have parked in a designated parking lot.  Enforcement officers have been trained to identify digitally-parked vehicles.

You may forget to end your parking session. When that happens, your charges will continue to run. This can be avoided if you select an estimated duration at the start of a new session. If you end your parking session earlier, you will receive a refund on the remaining amount.

You may refer to the car park code indicated on all existing public car park signboards. We have installed new signboards and also enhanced existing ones within such public car parks and along kerbside lots to increase the visibility of the car park code. Alternatively, if you first click on “Find Parking” to search for car park, you will be able to initiate a parking session of the selected car park by clicking on “Start Parking” button for HDB and URA coupon-based car park.

To locate car parks nearby, please make sure that you have turned on the location service in your phone setting.

You will need to activate your parking session via “Start Parking” after you have parked your vehicle. This differs from EPS, where a 10-minute grace period is provided for motorists to locate a parking lot after entering the EPS car park, to do a quick drop off or pick up passengers.

No, you will not be able to use “Start Parking” to park multiple vehicles in a single session.

Yes, you can. You will need to enter the correct vehicle and parking details on behalf of the other person to start a parking session. There can only be one session activated on the OneService App. 

If you are unable to park using the “Start Parking” module for these reasons stated above, you will have to display the parking coupons. Alternatively, you can consider parking your vehicle at nearby car parks that operate on EPS.

Yes, you may get a parking offence notice if you input wrong details for your parking session.

From your current parking session page, click "Extend parking session" and enter your desired extended timing. There is no need to start a separate session.

Yes, you will be notified via the OneService App to extend your parking session 10 minutes before expiry and at the point of expiry. You must first grant permission to the OneService App to push notifications to your phone and also set OneService App to have high priority notifications in your phone settings.

For sound notifications to work, please make sure that that you have enabled all permissions for OneService App in your phone settings.

If you do not extend your parking session, it will expire automatically after the initial specified parking duration.

The parking session will continue to run, and will expire at the end of the selected parking duration. You can choose to purchase another parking session from another mobile device if you wish to park for a longer duration or display parking coupons.

You will receive a notification to remind you to renew your parking session if you wish to continue parking at the car park. If the parking session is not extended, motorists may be issued with a parking offence notice.

Yes, you can view your parking history under the "Activity History" page in the “Settings” tab. If you want to continue to retrieve and view your parking history after logging out from the OneService App or uninstall and reinstall the OneService App, please remember to sync your parking history.

You can export your past parking transactions by using the “Export Parking History” function.  From the "Parking Transaction" screen, tap the "…" icon on the top right. Then, select “Export Parking History”. 

You can then select how you would like to receive or send the file. Your parking history would be sent in a csv format.

To retrieve and view your past transactions, you can go to the “Settings” tab and select “Add Vehicle Details”. Select your vehicle type and fill in your vehicle details and you will be able to find your latest 100 transactions from the past 3 months (“Settings” > “Activity History” > “Digital Parking” or “EPS Parking”).

You can restart the OneService App and initiate a parking session again. We will not double charge your parking session. If there is any discrepancy for the transactions, you can tap “Get Support” then “Feedback” to contact us.

You can simply end the parking session and start a new one with the correct details.

You may get a parking offence notice if you input wrong details for your parking session. Alternatively, the offence may have been issued after your parking session has expired.

If this is the first time using “Start Parking”, you will be prompted to enter your credit or debit card details before you proceed to confirm the parking session.

Currently, only Visa, MasterCard and Amex debit and credit cards are accepted. We are always looking to improve the payment options available for motorists.

We are grouping multiple charges together, so that there will be fewer credit card charges reflected on your statement. With these changes, some users may receive an additional SMS notification from your banks about the final “grouped” charge a few days after the first parking session was made.

You can export your parking transaction history to view all session details and Bill IDs at a glance.  If you need to cross-verify your parking sessions with your bank statement, go to Parking History and click on each parking session, which will show you the status of the Bill ID.
Those sessions that are already grouped will have their own Bill ID, which you can cross reference with the Bill ID in your bank statement. Those that are yet to be grouped will be reflected as “PENDING”.

The OneService App initially charges you for the entire parking duration which you originally selected. When you end your session early, the OneService App then refunds you the unused amount, calculated on a per-minute basis. If you do not see it reflected on your debit or credit card statement, please wait a while before checking again as it may still be in processing.

The information shown on the Happenings page depends on the postal code used in your OneService Account. You may change your postal code under “Settings” > “Edit Profile”.