Re-verification of identity and activation of new cards

Accountholders only follow these 3 simple steps :

FOLLOW THESE STEPS - IN ORDER:

Update your Canvas App HERE (from your mobile phone).
Re-verify your identity via Singpass from the prompt in your Canvas App.
( if the QR code does not work try the password login for Singpass above the QR)
Switch back to the Canvas app, scroll down and choose "I agree" to the Singpass data retrieved.
Only then click on the green "return to Canvas button."
Check your details and click on continue.
If you see a verification error, try logging in and out again to refresh.
Once you have re-verified your identity, you can go on to activate cards.
Click on each cardholder, then "activate card" with the last four digits from the back of the card and the exp date. A green tick will show once activated.
(your balances have automatically transferred).

If the app is a little slow you can refresh or log in and out again.

FAQs

Here are some FAQs to help you with your new account - from re-verification issues to using the new top-up QR:

Q - I am having issues with Singpass.

A - Try logging in and out again - the normally refreshes the page.

Or try password login instead of tapping on the QR code.

Q - I am seeing an error message after Singpass.

A - Just try to click out of this message and carry on to activate cards.

Q-How do I activate the cards

A -Go to cardholders, choose the cardholder and then activate card.

Q - I can not see the button to proceed to Singpass

A- Go to Settings > Accessibility > Display & Text Size on your device, make the font smaller and you will see the button.

Q - I am using an Android device and Singpass will not load.

A - Try using password login for Singpass instead of tapping on the QR. Or

https://ekyc.yourcanvas.co/try completing verification here first.

Q - My top-up is not working.

A - The top-up details are not the same as before - please go to top-up in the app and use the details there.

Bank transfer and QR for PayNow are both new.

If you are using HSBC from an Iphone it may not allocate to your account. Just let us know and we will manually add this.

Q - I made a top-up to the old account details

A - Please email us a screenshot and we can trace support@go-bank.me

Q- Will my balance transfer over?

A- Yes, any balances on the cards or family balance will automatically transfer over. Any transaction made on the old card between the 22nd and now will be manually deducted off your new account shortly.

If there are any errors with your balance contact support@go-bank.me

Q- I do not see any prompts in my app?

A - Try deleting and re-installing the app. http://yourcanvas.app.link/JtpPpkpxFbb

Q- I did not receive any new cards?

A - Please email us at support@go-bank.me and tell us which cardholders are waiting for new cards.

Q- My address has changed.

A- Cards have already been sent to your registered address. Please share your new address and we will reorder.

support@go-bank.me

Q- Can I use my old card until the new card arrives?

A- Old cards can no longer be used. If you have not received your new cards please inform us asap and we will re-order. There will be a short period without cards.

Q- Do my cardholders need to do anything?

A - No - Just the accountholder (parent/employer of domestic helper) needs to follow these steps.

Q- I signed up recently and only just got the old card but have not received the new card.

A- We are trying to get the new cards to you as soon as possible. There may be a few days between the old card ending and the new card arriving. We do apologise for any inconvenience.

Q- My address has changed recently and I did not inform you.