UOB Infinity FAQ

UOB Infinity is UOB’s digital banking platform for businesses. The platform offers a comprehensive suite of cash management and trade services to help you manage your cash and trade transactions more efficiently.

Yes, UOB Infinity is available 24/7. However, some transactions may be subject to processing hours.

Yes, as long as you have Internet access while you are overseas, you will be able to access UOB Infinity anytime, anywhere.

Yes, you can access UOB Infinity via the UOB Infinity mobile app. You can download the mobile app from the App Store (for iPhones) or Play Store (for Android phones).

UOB Infinity offers new features to help you navigate and complete your tasks faster and more efficiently. With UOB Infinity, you will be able to:

• Personalise your dashboard and access information that matters most to you quickly.
• Access any function in just one click.
• Authenticate cash transactions anytime, anywhere without a physical token.
• Track end-to-end status of cross-border payments and enjoy visibility of all fees and charges.

With the UOB Infinity mobile app, you can access your business account, make payments and authorise transactions anytime, anywhere. Alternatively, you can access UOB Infinity using the browser from your mobile phone or tablet.

Register the Infinity Secure from the UOB Infinity app on your new mobile device ; OR
Use your physical token and follow the steps in here to start using Infinity Secure on your new mobile device.

Both UOB Infinity and BIBPlus will run concurrently to give users time to get used to the new user interface on UOB Infinity. All transactions, templates, past payments, drafts and payee/beneficiary master will be available on both platforms.

Sole proprietors/companies/clubs and societies that have a corporate account with UOB are eligible to apply for UOB Infinity.

For more information on UOB business accounts, please visit our website or the nearest UOB branch to your convenience.

You will only need to apply for UOB Infinity if you are not an existing BIBPlus user. You may select "Apply Now" and follow the instructions to download the appropriate form. Please submit Accounts & Services Resolution (if you have not already furnished this to UOB) with application form.

Please contact your relationship manager or call us at 1-8000 226 6121 (for Singapore) or +65 6226 6121 (for Overseas) from Mondays to Fridays, 9.00am to 6.30pm, excluding public holidays.

It takes the Bank up to 5 working days from the receipt of your application and all required documents to process your application. Upon successful creation of your user ID, the Bank will send an email and SMS to the email address and contact number respectively as indicated on your UOB Infinity application. Kindly wait for your login credential to be sent via postal service.  Please ensure that the email address and contact number provided in the application form is correct.

You will receive a UOB Infinity Welcome Pack delivered to your postal contact address. The welcome pack will consist of your UOB Infinity Organisation ID and User ID. Depending on the products and services you selected in the submitted form, you may also receive a physical token separately.
Note: Physical token is required for Trade Services, Token Sharing or Global View functions.

Your Company Administrator will be able to create/add users and assign different functional and data access privileges to different users. However, the Company Administrator cannot create/add other Company Administrators and/or Authorisers.

To create/add Administrator and Authoriser access, please submit a maintenance form to the bank.

To link/add more accounts, please submit a maintenance form.

You can activate your user ID from the UOB Infinity login page by selecting “Want to activate your new account?” and following the on-screen steps. For all users except Company Administrators and Authorisers, your Company Administrator will also be able to activate your account on your behalf.

For a step-by-step guide, please click here

Organisation ID – You cannot change your Organisation ID

User ID – You can change your User ID only during your first login to UOB Infinity. Subsequent changes are not allowed.

Password – You may change your password at any time from the “Manage Profile” menu at the top right corner of your dashboard.

UOB Infinity has a “Remember Me” function to store the Organisation and User ID from the last login. You will only need to enter your password the next time you log in. However, the “Remember Me” function can only save one Organisation and User ID.

Currently, you can only register Infinity Secure for one company on your mobile device. You will need to request for a physical token for the rest of the companies.

If you have already registered for Infinity Secure but wish to use the same token for all your companies, you will have to deregister Infinity Secure and opt for a physical token by submitting a maintenance form to the Bank.

To de-register Infinity Secure:

• Log in to Infinity mobile app > More Services > Remove Infinity Secure from this account.
• Alternatively, you may request for your Company Administrator (CA) to deregister Infinity Secure on your behalf.

UOB Infinity supports Infinity Secure and physical tokens concurrently. If you do not have Infinity Secure installed, you may use your existing BIBPlus login details and OTP generated from your BIBPlus token to log in.

If you already have Infinity Secure installed, you may choose to log in using Infinity Secure (via Push Notification or OTP generated in Infinity Secure “offline” mode.

UOB Infinity can display account activity data for the past 12 months.

For existing BIBPlus customers, you will be able to view/retrieve account activity data for the past 12 months in UOB Infinity.

For new UOB Infinity customers, you can only view/retrieve account activity data for the past 2 months when you access UOB Infinity for the first time.

Please visit your nearest UOB branch to request the data. Fees may apply.

You will be able to download/export the account statements of all your UOB accounts that are linked to UOB Infinity. Please note that the layout of the downloaded statement differs from the physical account statement.

To download/export account statements:

• From the top menu bar, go to Accounts > Account Activities from the top menu bar
• Select the account number and date range required
• Click the “Export” button at the top right corner of the screen

There are 4 file types available:

• PDF
• CSV
• Spreadsheet
• Fixed Length

To initiate a payment instruction in UOB Infinity, from the top menu bar, select Pay and Transfer > select the payment type and follow the on-screen instructions accordingly.

For a step-by-step guide, you can access the user guide here or by clicking the question mark icon () located at the top left of the screen.

Yes, you can restrict users to creating/approving payment to specific payees only by allowing them to access pre-approved payees (PAP) only. The Company Administrator can set the user’s access by selecting “PAP Only” under the user’s account setup.

The Payee List shows the 10 most recent payees from the same user with the most recent listed first . There is no filtering by debit account or transaction type.

You can find out which authoriser is next to approve the transaction from Approval Status:

• From the top menu bar, select Accounts > Approval Status
• Search for your transaction and click the action menu ()
• Select “Audit Trail” to view the authoriser name

To edit a transaction that has been submitted for approval, the approver has to return the transaction to the maker by selecting “Return to Maker”. After which, the maker of the payment will be able to edit the transaction.

You can approve a payment instruction from:

• Dashboard – In “My Tasks” widget, the five most recent transactions requiring your approval will be listed; OR
• My Tasks – From the top menu bar, select My Tasks to view the full list of requests requiring your approval

If you need a step-by-step guide, please log in to UOB Infinity, click the user icon () at the top menu bar and click "Need Help?".

To set up or update your approval mandate, or change the authorisers’ authorisation groups, please submit a maintenance form.

If you do not indicate a limit in the Registration Form, the Bank will set $999,999,999.99 as the default limit.

Yes, any authoriser indicated according to the company’s approval mandate can approve the payment.

If you are authorised to approve your own payment, you will have the option to approve the payment immediately by selecting “Submit Now”. Alternatively, you may approve the payment later by selecting “Add to My Tasks”. By selecting the latter, the payment will appear in My Tasks for you to approve it later.

To recall a payment after it has been sent to the Bank for processing, please contact UOB at 1800 226 6121 (for Singapore) or +65 6226 6121 (for overseas) immediately.

You can check the transaction status by selecting Accounts > Approval Status from the top menu bar.

Approval Status provides a consolidated view of all transaction statuses in a single location. The transactions are classified by their status for easy reference:

• All (white) - all transactions regardless of status
• Pending (orange) - transactions that have not been submitted/sent to the Bank
• Sent to Bank (blue) - transactions that have been submitted to the Bank but have not been processed
• Rejected (red) – transactions that have been rejected or bulk transactions that have been partially rejected
• Successful (green) – transactions that have been successfully processed by the Bank

In addition, the Company Administrator can also set up email or SMS alerts to notify the transaction makers and/or authorisers when a transaction has been successfully processed or rejected.

Yes, you can track your cross-border and cross-currency transactions from “Track Payments (SWIFT gpi)”. To access “Track Payments (SWIFT gpi), from the top menu bar, select Pay & Transfer > Track Payments (SWIFT gpi).

This feature allows users to do end-to-end tracking of their incoming/outgoing cross-border payments, which includes Telegraphic Transfers/MEPS/MT202 transactions. There is no cost to using Track Payments (SWIFT gpi).

SWIFT Global Payment Innovation (SWIFT gpi) is a service offered by SWIFT, aimed at transforming the customer experience in tracking cross-border payments. SWIFT is a global provider of secure financial messaging services.

Yes, you can track telegraphic transfers submitted over the counter as long as you know the originating account number of the payments.

The blue column indicates where the payment is at currently.

A coloured circle can be found on top of each bank’s column indicating the status of the transaction at each bank:

• Green – Completed
• Orange – In Progress / On Hold
• Red – Rejected
• Grey – Not traceable (e.g. the payment has reached a non-SWIFT bank)

For a more detailed explanation of this feature, please log in to UOB Infinity, click the user icon () at the top menu bar, and click "Need Help?"

To export transaction details:

1. From the top menu bar, select Accounts > Approval Status
2. Search for the transaction 
3. From the action menu (), select “View Details”
4. Select “Export” at the top right of the transaction details

Yes, there are a payment advices generated for Telegraphic Transfers. To locate the advice, from top menu bar:

1. Select Accounts > Account Activities 
2. Select the account number and date range (when the outgoing/incoming Telegraphic Transfer occurred). 
3. To download, click the icon available at the “Advice” column 

You can also view and export the inward remittance details using the same steps.

Transaction details are kept in UOB Infinity for 6 months. If you need to obtain the details of payments made more than 6 months ago, please contact the Bank at 1800 226 6121 (for Singapore) or +65 62266121 (for overseas).

The biometric feature allows you to access the mobile app quickly and securely by using your mobile device’s fingerprint/face recognition function. With this feature, you do not need to enter your password to log in to the UOB Infinity mobile app.

For a step-by-step guide to setup the fingerprint / face recognition authentication, please log in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

For security reasons, each user is allowed to enable the fingerprint / face recognition function on one mobile device only. If you are switching to a new mobile device, you need to re-enable your fingerprint / face recognition function on the new device. The fingerprint / face recognition function set up on the existing device will be removed automatically once it has been set up on the new mobile device.

For security reasons, your fingerprint / face recognition setup in the app will be removed when you uninstall the app or clear the app data. You will need to re-enable your fingerprint / face recognition function on your mobile device.

For security reasons, your fingerprint / face recognition function will be disabled after the 5th failed attempt. Please use your password to log in so as to re-enable your fingerprint / face recognition function.

Yes, you can approve all types of transactions using the UOB Infinity mobile app.

Infinity Secure is a digital security token that allows you to log in to UOB Infinity and approve cash transactions in UOB Infinity.

Note: Please click here for services that still require the physical token.

If you are an existing BIBPlus user, you will need valid login details (BIBPlus Group ID, User ID, Password and a working physical token) to kick start the registration process for Infinity Secure.

1. Download UOB Infinity mobile app and log in to Infinity via the mobile app.
2. Register for Infinity Secure (under "More Services" in the Infinity mobile app)
3. Wait for 2 minutes
4. Activate Infinity Secure (under "More Services" in the Infinity mobile app)

For a step-by-step guide, please log in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

If you do not see the option to register Infinity Secure, it is likely that you are using either a private token* or a global token* that is currently not supported by Infinity Secure.

*Note:

• Private token – a shared physical token used by more than one UOB Infinity/BIBPlus login credential within the same country.
• Global token – a single physical token used to access UOB Infinity/BIBPlus accounts in more than one country (e.g. Singapore and Malaysia) with the same login credentials.

This is a security feature of Infinity Secure’s registration and activation process to prevent fraudulent activation of Infinity Secure.

Should you receive the One-Time Verification Code via SMS or email for UOB Infinity Secure registration without initiating the registration, please contact UOB at 1800 226 6121 (for Singapore) or +65 6226 6121 (for overseas) immediately.

Please try again after 30 minutes. If the problem persists, please contact the Bank at 1800 226 6121 (for Singapore) or +65 6226 6121 (for overseas) immediately.

Infinity Secure will be progressively enhanced to support all functions. In the meantime, the physical token is still required for the following services:

• All trade transactions (e.g. Letter of Credit application)
• All transactions using token sharing (Private Token) service
• All transactions using Global View service 

Even if you do not use any of the above three services, please keep your physical token in a secure location as a backup. In the event that you subscribe for any of the above services in the future or should you encounter any unexpected issues when using your Infinity Secure (e.g. loss of mobile phone), you will still be able to authorise transactions using your physical token.

Infinity Secure is currently not available for Token Sharing and Global View services. As such, when you sign up for the Token Sharing / Global View service, your Infinity Secure will automatically be deregistered and a physical token will be issued to you.

The benefits are:

• Secure – Infinity Secure is protected by a 6-digit Secure PIN chosen by you. Each UOB Infinity user ID can register for only one Infinity Secure digital token, regardless of the number of mobile devices used.
• Convenient – You do not need to carry the physical token around to log in to UOB Infinity or approve cash transactions. Infinity Secure enables you to receive authentication requests through UOB Infinity’s push notifications.

You may request your Company Administrator (CA) to deregister Infinity Secure that is linked to your user ID. If you are the CA and you have lost your mobile phone, please contact UOB branch or relationship managers immediately.

You can either:

• Register the Infinity Secure from the UOB Infinity app on your new mobile device ; OR
• Use your physical token and follow the steps in here to start using Infinity Secure on your new mobile device.
• Once Infinity Secure has been registered on new mobile device, the Infinity Secure on your old mobile will be invalidated.

Yes, please perform the following steps when you are switching to a new mobile phone:

1. Download the UOB Infinity mobile app and install it on your new mobile phone.
2. Log in to the UOB Infinity mobile app on your new mobile phone.
3. Click on “Register / Update Infinity Secure” at the “Enter Token Response” screen
4. Register for Infinity Secure
5. Wait for 2 minutes
6. Activate Infinity Secure

If you are using iCloud services to migrate your iOS apps and configurations to your new iPhone, please uninstall the migrated UOB Infinity mobile app under your new iPhone and re-install the latest version from the iOS App Store by following step 1 above.

No, Infinity Secure will not be automatically deregistered. You will need to deregister Infinity Secure from your account by following these steps:

1. Log in to the UOB Infinity mobile app
2. Select “More Services” 
3. Click “Remove Infinity Secure from this account”

If you have forgotten to deregister Infinity Secure before uninstalling the UOB Infinity mobile app, please use your physical token to log in to the UOB Infinity mobile app and follow the above steps to deregister the Infinity Secure. You can also inform your Company Administrator or call the Bank to deregister your Infinity Secure.

If you have exceeded the maximum number of tries (i.e. 5 times) for your Infinity Secure PIN, for security reasons, you will be required to re-register for Infinity Secure.

Please use your physical token to log in and follow the steps here to register and activate your Infinity Secure.

For security reasons, there is no reset function for your Infinity Secure PIN. If you have forgotten your 6-digit Infinity Secure PIN, you can select “Forgot Secure PIN” on your UOB Infinity mobile screen. After which, you will be guided to re-register for Infinity Secure.

If you require a replacement for your physical token, you need to fill up a maintenance form.

Please contact your relationship manager or visit the nearest UOB branch to your convenience to get the required form.

We strongly encourage you to sign up for Infinity Secure (Digital Token) if you have not already done so. Find out more about Infinity Secure here.

For optimal user experience, you are recommended to access UOB Infinity using the following system / browser combinations:

For the UOB Infinity mobile app, the following OS are recommended:

• iOS - version 11 to version 13. Please note that the UOB Infinity mobile app does not support iPhone 6 and below.
• Android OS - version 7 to version 11

Click here to view the list of devices tested with UOB Infinity.

UOB Infinity has a system that provides a high standard of security for banking over the Internet. This security system safeguards the confidentiality of your personal account information and banking transactions by employing:

Multiple levels of firewalls

2048-bit Secure Sockets Layer (SSL) encryption – currently recognised internationally to be of the highest standard in encryption technology commercially available

A two-factor authentication that uses User ID and password (or biometric login for UOB Infinity mobile app) along with a secure token

UOB has also partnered with IBM® to provide our customers with a free download of IBM® Security Trusteer Rapport™ – an online fraud and identity theft protection software to protect you against malware when using UOB Infinity. There will be a popup on UOB Infinity’s login page and you can download the software by clicking “Download Now” button inside the popup. 

To further protect your company's account and transaction information while banking via UOB Infinity, we recommend doing the following:

Change your password regularly as an added security measure

Clear the browser's cache after each session in UOB Infinity so that details of your transactions are removed

Always log out properly after you have completed your online banking activities

For more details, you may wish to view our best privacy and security practices.

You can download our user guides by logging in to UOB Infinity, click the user icon () at the top menu bar and click “Need Help?”.

Should you require any assistance, please call us at 1800 226 6121 (for Singapore) or +65 6226 6121 (for Overseas) from Mondays to Fridays, 9:00 am to 6:30 pm, excluding public holidays.