Frequently Asked Questions (FAQ)

Two-Factor Authentication (2FA) provides an additional layer of security for verifying the identity of Prudential Financial Consultants using PRUSALESENTERPRISE. With Two-Factor Authentication, Financial Consultants will be required to provide a unique One-Time Password (OTP) in addition to the current Username and Password each time they login to PRUSALESENTERPRISE and also when performing online transactions - such as eSubmission, Sync and Email documents for your client.

A One-time Password (OTP) is a string of numeric characters that is generated and is used as a 2nd level of authentication during the login process to PRUSALESENTERPRISE. 2FA is secure because every OTP is unique. In addition, each OTP is valid only for a few minutes and can only be used once.

SMS-OTP is a One-Time Password delivered via SMS to the mobile phone number of our Financial Consultants. To have access to PRUSALESENTERPRISE and also to perform online transactions such as eSubmission, Sync and Email documents to customers, our Financial Consultants must have a mobile phone number registered in Prudential's records.

Note:
- Receipt of SMS is dependent on your mobile network operator's roaming service.
- If you are overseas, you may wish to consult your network operator to find out more about the delivery of the SMS to your mobile phone.

Two-Factor Authentication allows the company to provide additional security to our Financial Consultants. It ensures that Financial Consultants have secured access to policyholder's information.

To access PRUSALESENTERPRISE and perform online transactions, you will need the One-Time Password (OTP) in addition to your current Username and Password upon login. The OTP will be sent to your mobile number in Prudential's records. To have uninterrupted access to PRUSALESENTERPRISE, please ensure that your mobile number in Prudential's records is always accurate. You may update your mobile phone number through the following means:
1. Through PRURAISe > e-Services > Update My Mobile Number; or
2. By printing, completing and sending the DSS Alteration Form to DSS department

The OTP should arrive via SMS to your mobile phone within a few seconds to a few minutes after you have entered your Username and Password at the 1st step of login.

The actual time taken for the OTP to arrive will depend on the mobile network operators involved in the delivery and the SMS traffic volume at that point in time.

As your OTP will expire after a certain timeframe, please use it as soon as it arrives on your mobile phone.

If you do not receive the SMS-OTP after repeated attempts to obtain the SMS-OTP at the OTP request page, please perform the following checks:

Check if the mobile number you registered with Prudential is your current mobile number issued from your current mobile phone service provider. Please note that most mobile number retention services will not forward SMSes sent by non-individuals. In the event that you change your mobile phone number (even if you have subscribed to a number retention service), please check with your mobile phone service provider if you can receive SMSes that are forwarded from your old number from Prudential. If not, please update your mobile number through SFA Online or print and complete the DSS Alteration Form and send it to DSS department.

Check with your mobile phone service provider to see if you have applied for any short code barring service. As our SMS sender title bears 'Prudential' you might not be able to receive the SMS if you have subscribed for any short code barring service.

Check if your SMS inbox has available space to receive incoming messages.
Check if your current location has GSM reception

You may update your mobile phone number through the following means:
1 Through PRURAISe > e-Services > Update My Mobile Number; or
2 By printing and completing the DSS Alteration Form and send it to DSS department.

No, as each OTP can only be used once. Whenever you log in to PRUSALESENTERPRISE with your Username and Password, a new OTP will be sent to your mobile phone number from Prudential's records. You will need to enter a new OTP each time you log in to PRUSALESENTERPRISE.

The new mobile number for SMS-OTP will take effect when your mobile number is updated in Prudential's records. An acknowledgement memo confirming the update will be sent to you via SMS

Recommended Hardware Requirement

- Intel Core i5 2.80 GHz Processor or Intel Core i7 3.10 GHz Processor

- 3 GB (DDR3) Memory

- 500 GB Hard Disk

- 1024 x 768 screen resolution

- Ethernet & Internet Connection

Supporting Software Requirement

- Windows 7, Windows 8 and Windows 10 (Please perform Windows Update before sending your laptop to PRUONE Service Desk for servicing)

- MiSign (Please contact PRUONE Service Desk for installation)

- Adobe Reader 11.0.2

If you are planning to buy a new computer, you may wish to call us to see if the model you have in mind is one that has reported compatibility issue on PRUONE and Encryption.

Windows 10 Important Notes

- if you choose to upgrade to Win 10 using an encrypted laptop, please make an appointment with PRUONE Service Desk to have the laptop decrypted and encrypted again after you have upgraded to Win 10. (Usual turnaround for decryption and encryption applies).

- Internet Explorer 11 on Win 10 is the supported browser, please click here on how to set Internet Explorer as the default browser.

- Win 7 and Win 8 continue to be the supported Operating System (OS) for PRUONE and PRUSALESENTERPRISE.

Internet Explorer (version 11)

Safari (on iPad with iOS 12 and iOS 13)

Contact Number: 6732 3850

Email: SGP.Helpdesk@prudential.com.sg

Location: Prudential @ Scotts 51 Scotts Road, #01-01, Singapore 228241

Monday to Friday (Excluding Public Holiday)

 Walk In: 9.00am to 6.00pm

 Call and Email: 9.00am to 10.00pm

Saturday (Excluding Public Holiday)

 Call and Email (no Walk In): 9.00am to 10.00pm

Sunday and Public Holiday

 Call and Email (no Walk In): 12.00pm to 5.00pm

For assistance from PRUONE Service Desk to perform the laptop encryption on your behalf, please note the following:

  • Back up your files before bringing in your laptop to PRUONE Service Desk office.
  • Bring along the laptop AC adapter.
  • The turnaround time to complete the end to end laptop encryption is estimated to be around 3-5 working days, depending on your computer speed and hard disk size.
  • In view of the heightened regulatory requirement on information security, data protection and the security of client's confidential information, please ensure that all confidential information in your electronic sales devices (including but not limited to desktop computers, laptops and iPads) are not compromised through loss, theft or unauthorized access.

    In the event that your electronic sales device is lost or stolen, please report the incident to your immediate Agency Leader/Supervisor and PACS PRUONE Service Desk as soon as possible. We would also suggest that you make a police report.

    For Laptop remote support, please download the User Guide:

    Click here to download Zoom Cloud Meetings User Guide for Laptop.

    For iPad remote support, please download the User Guide:

    Click here to download Zoom Cloud Meetings User Guide for iPad.