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Support

Explore our support FAQs to find out more about Singtel SmartHome. If you can't find an answer to your question, feel free to contact us.

What can we help you with?

General

Find out more about Singtel SmartHome here.
Learn more

Your Order

Just placed an order? Thank you! Answers to your order and installation enquiries can be found here.
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Configuration & Troubleshooting

Need assistance with your SmartHome products? This product and technical FAQ should help.
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General

  1. What is Singtel SmartHome?

    It is a suite of devices that enables new and more intelligent ways of securing, controlling, and monitoring your home through a mobile app.
  2. How can Singtel SmartHome help me?

    It gives you a direct link to all the connected devices in your home, including doors, windows, lights, security cameras and other appliances, so that you can switch them on and off remotely and even monitor video feeds in real time. It gives you the added convenience of being able to control and automate some of your home appliances as well as giving you peace of mind from knowing that your loved ones are safe.
  3. Where can I purchase Singtel SmartHome products?

    You can purchase Singtel SmartHome products on our online shop. Singtel SmartHome products are also available in all our Singtel shops and Singtel Exclusive Retailers.

    You can also see a demo of our products at the following shops: Singtel Comcentre, Jurong Point, Waterway Point and Tampines Mall.
  4. What are the other products available with Singtel SmartHome?

    We currently offer two Starter Kits as well as a range of Samsung Smart Doorlocks. We will soon offer a wider selection of SmartHome devices including motion sensors and contact sensors.
  5. Do I have to be a Singtel customer to purchase Singtel SmartHome products?

    No, you do not need to be a Singtel customer to purchase SmartHome products from our online shop.
  6. Are there any monthly recurring charges?

    No, there are not monthly recurring charges if you purchase our SmartHome products via our online shop. However, if you are a new or existing Singtel Fibre Broadband customer, you can sign up for a SmartHome plan at our Singtel shops.
  7. Is Singtel SmartHome suitable for my home?

    We recognise that every home is different and your experieicen of the Singtel SmartHome solution may vary. The service works best for single storey properties, and additional devices may be required to help extend coverage. At the point of installation, our professional installers will assess the performance of the devices in your home and make recommendations on how to best optimse their connectivity.
  8. Are there alternative payment options?

    Exclusively for Singtel Fibre Broadband customers, you can purchase the following Starter Kits at our Singtel Retail Shops: Starter Kit with Contact Sensor at $25/month for 24 months or Starter Kit with Smart Door Lock at $45/month for 24 months
  9. What are the terms and conditions for the SmartHome plans?

    You can view the terms and conditions here. For any further questions, please contact us.

Your Order

  1. I have not received my order confirmation email. What should I do?

    Please contact us with your email address and contact number. If you can, please let us know the date of your order too.
  2. I have just made an order. What's next?

    Thank you! You should receive an order confirmation email with details of your order very soon.

    Our installers will contact you to arrange for an installation appointment within 8 working days. If you are living in a condominium or apartment, please ensure that you have informed your MCST about the installation. If you are a tenant, please seek the approval of your landlord before proceeding with installation.

    Delivery and installation will take place in the week after (i.e. within 2 weeks of the date of your order). Delivery appointments are available from Monday through Saturday from 9am to 6pm.

  3. Can I change my order?

    Order changes have to be requested at least 3 days in advance of your installation date. Please contact us with your request together with your order confirmation number and email address.

    We will try our best to accommodate your request. However, please note that all order changes are subject to approval and availability.
  4. I've changed my mind; can I cancel my order?

    All orders are final. If you have any questions about your order please feel free to contact us.
  5. Can I change my installation address?

    To update or change your installation address, please contact us with your new installation address together with your order confirmation number and email address. If you already have an installation appointment, our installers will contact you by phone to confirm the address change.
  6. Can I change my installation appointment?

    To change your installation appointment, please contact our installation partner, Hanman International Pte. Ltd. at 6564 4704, or drop us an email here. We will require your order confirmation number and email address to make any changes to your installation appointment.
  7. Who will be handling the installation?

    Installation is carried out by our trusted partner, Hanman International Pte Ltd.
  8. What does the installation involve? Do I need to be at home during the installation?

    The installation process takes approximately 1-2 hours.

    Installation of the smart door locks involves the removal of the existing lockset and door handle from your door. The entire door lock installation process takes approximately an hour and may involve a moderate level of noise.

    We would recommend that you be present during the installation. To expedite the installation process, do have your SSID (your home Wi-Fi network name) and Wi-Fi password ready. Our installers may require access to your mobile devices to help configure your SmartHome setup. If you are uncomfortable with allowing access to your mobile devices, please let our installers know and they will be happy to guide you through the process.
  9. Will the installation require hacking any walls or laying of cables?

    Most of our devices are wireless and thus do not require any hacking of walls. For laying of cables, we would advise you accordingly depending on your home setup and internet connectivity.
  10. How can I access or change my personal information?

    To access or request a change to your personal information, please contact us.

Configuration & Troubleshooting

  1. How do I configure devices after the initial installation?

    Please refer to the true-i user manual (PDF, 5.5mb) or call our 24/7 technical support hotline at 6564 4704 for installation support. Please note that we will only support the devices purchased from Singtel or Hanman International Pte Ltd.
  2. Do I need to find a power socket or regularly charge the devices?

    You will need an AC power socket for the Smart Hub, smart plug and Samsung IP Cam.

    You can use alkaline batteries for the motion sensor, contact sensor and infrared (IR) extender.To find out which specific type of alkaline batteries you should use for each device, please refer to the user manual.

    It is recommended that you change batteries every 6 months. We do not recommend that you use rechargeable batteries.
  3. Can I add more devices to my SmartHome setup?

    Yes, you can add more devices to your SmartHome setup. The Smart Hub can take up to 232 devices. Only devices that are purchased from Singtel or Hanman International Pte Ltd, can work with the Smart Hub.
  4. Will devices that I buy from elsewhere work with the Starter Kit?

    Only devices that are purchased from Singtel or Hanman International Pte Ltd, can work with the Smart Hub.

    Unfortunately, we will not be able to provide technical assistance or support for any devices that are not purchased from Singtel or Hanman International Pte Ltd. Any damage to any SmartHome products that is caused by the addition of any non-compatible products will not be covered under the warranty.
  5. What devices are compatible with the Smart Hub?

    The following devices purchased from Singtel or Hanman International Pte Ltd, are compatible with the Smart Hub:
    1) Motion sensor
    2) Contact sensor
    3) Smart plug
    4) Smoke detector
    5) Curtain control relay

    Please note some of the devices may need additional wiring. Our professional installers will advise accordingly during installation.
  6. Is it easy to install additional sensors on my own?

    Yes. For detailed instructions, please refer to the user manual included with your contact sensors. Should you require any assistance, please contact our 24/7 technical support hotline at 6564 4704.
  7. What happens if my WiFi / broadband connection goes down?

    In the event that your WiFi / broadband connection is down, you will not be able to access and control your devices via the mobile app. You will also not be able to receive any alert notifications.

    However, because of true-i's patented technology, any customised scenes and IFTTT (If this, then that) conditions will still function as usual.
  8. My WiFi is weak in some rooms, will sensors in those rooms still work?

    For our products to work optimally, a good and stable WiFi connection is preferable. During the installation process, our installer will assess the strength of your home's WiFi connection. There are various reasons why WiFi connectivity may be poor - partitions and walls within the home may obstruct the signal, or there may be interference from other wireless devices around your router.

    If your WiFi connection is weak, we would recommend that you purchase our Singtel WiFi Mesh to improve the wireless connectivity within your home.
  9. My Smart Hub is not working; what should I do?

    Please restart the hub and the mobile app. If you are still facing difficulties, do contact our 24/7 technical support hotline at 6564 4704.
  10. Where should I place the Smart Hub?

    We recommend that you place the Smart Hub to face your main house entrance. Due to the patented motion detection technology embedded in the camera, the Smart Hub can also act as a security camera.
  11. Mobile App: Where can I download the mobile app?

    You can download the app on the Google Play Store or the Apple App Store. Search for TrueEye Smart Home on the respective app stores.
  12. Mobile App: What phones are compatible with the mobile app?

    The mobile app is compatible with smartphones running Android version 5.0 and above, or iOS 8 and above.
  13. Mobile App: My app is not responding, what should I do?

    Please restart the mobile app If you are still facing difficulties, do contact our 24/7 technical support hotline at 6564 4704.
  14. Mobile App: How many mobile phones can I use the app on?

    Each Smart Hub can communicate to a maximum of 5 mobile phones.
  15. Mobile App: Can I set up multiple users for the app?

    Only one user ID and password can be configured for each Smart Hub.
  16. Mobile App: How do I reset my user name and/or password?

    To reset your user name, please contact us using your registered email address. Please also include the serial number of your Smart Hub for verification. Your user ID and password will be reset within 3 working days.

    To reset your password, please click on 'Forgot Password' on the home screen of the mobile app.
  17. Mobile App: How do I remove a device?

    To remove a device from the Smart Hub, please press and hold on the device icon on your Controls screen. The mobile app will prompt you to place the device under 'Unreachable Devices'.
  18. Smart Doorlocks: How many RFID keys or cards can I register?

    Samsung Smart Doorlock SHS-DP728:
    You can register for 1 Admin password, 20 RFID cards and 100 fingerprints

    Samsung Smart Doorlock SHP-DP727:
    You can register for 1 Admin password and 20 RFID cards.

    Samsung Smart Doorlock SHS-H505:
    You can register for 1 Master password and 30 user passwords.
  19. Smart Doorlocks: How long does the battery last? What happens if the battery runs out?

    The battery can last between 6 months to 1 year. A battery replacement alarm will go off one week before the battery is about to go flat. There will also be a low battery indication light.

    In the event that the battery goes flat before you can replace it you can purchase a 9V square battery and contact it to the emergency power supply plate to supply instant power to your door lock. You can also use the mechnical override key that is provided with every smart doorlock to open your door.
  20. Smart Doorlocks: What battery should I use for my doorlock?

    Please use alkaline batteries. We strongly recommend against using rechargeable batteries as they can damage the doorlock.

Contact Us

If you have any feedback or questions about your order, please enter your details below and our team will get back to you as soon as possible.
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