FAQs

Q1. How do I go about to reset my password if I have forgotten it?

Ans: You can request for account password to be reset at LTA's Office at 10 Sin Ming Drive, Singapore 575701 from Mondays to Fridays, 8.30am to 4.30pm. Proceed to the info counter located at Level 1 and inform the officer that you would like to request to reset your TDVL matching eService account password and he/she will be able to advise you further on your request. Please note that you are required to produce your NRIC and TDVL for verification purposes.

Q2. Will I be able to request for my password reset online?

Ans: No. To prevent the matching eService portal from being accessed by unauthorised users apart from TDVL holders, we have imposed this stringent requirement to safeguard our TDVL holders.

Q3. Will I be penalized for not utilising the matching eService application?

Ans: No. The purpose of the matching eService portal is meant to aid TDVL holders to find a matching partner to ease the financial and operational burden on just one driver as well as to enable the taxi vehicle to be better utilized to serve taxi commuters' needs.

Q4. What should I do if I suspect that my account has been compromised?

Ans: For such instances, you are advised to immediately inform us of the suspected breach so that we can suspend the account to prevent any further misuse of your account. You can contact the LTA customer service hotline: 1800 - CALL LTA (1800 - 2255 582) or (65) 62255 582 if you are calling from overseas.

Q5. Is there any maximum no. of attempts for logging into the portal?

Ans: No. However you are advised to inform us of any suspected breach of account to prevent any further misuse of your account. Please see Q4 for details on how to report a suspected breach.

Q6. What should I do if the contact details shared by the other user are incorrect?

Ans: You are advised to inform us of any incorrect information posted by other users so that we can carry out verification checks with the party involved in order to rectify the error and to suspend the posting until the details have been rectified.

Q7. How long am I able to post on the portal and how many times can I post?

Ans: All post will only have 1 month validity (i.e. 31 days) once posted online. The expired post would be automatically removed from the system after 1 month or you may choose to manually remove your post upon a success matching.

You are only allowed to post once within the portal until the expiry or removal of your previously post.

Q8. Can I update my profile without posting?

Ans: Yes. You are able to update and save your account profile without posting online.

Q9. What happens to my post if my TDVL is being suspended / revoked?

Ans: Your post will be automatically removed from the portal if your TDVL is being suspended / revoked.

Q10. Am I able to send a request to another user without posting my own profile?

Ans: No. All users are required to post his/her profile before being allowed to send a request to another user for exchange of contact details. This is to enable the portal to release the contact details to both parties when a successful "handshake" has been established.

Q11. How can I agree to another user's matching request?

Ans: If another user is interested to link up with you to discuss the possibility of a partnership between both parties. He/She will send a request via the matching portal to your account inbox. Upon viewing the request from your inbox, you will be able to select the option to either accept or decline the user request to exchange contact details. The requestor will be alerted via his/her inbox of your decision and both parties' contact details will be exchanged, if the request was accepted.

Q12. When do I receive a "Terminated" or "Expired" status in my inbox?

Ans: If the party that you have requested to exchange contact info, had removed his/her post before responding to your request. A "Terminated" message will be send to your inbox to notify you that the post had been removed from the system.

Whilst if the post by the other user had past the validity period (i.e. more than 31 days) and he/she had yet to respond to your request. An "Expired" message will be send to your inbox to notify you that the post had expired and removed from the system. The requested party would also no longer be able to accept or reject your earlier request too.

Q13. When I key in my street name, the postal code does not populate. What should I do?

Ans: Please contact LTA customer service hotline: 1800 - CALL LTA (1800 - 2255 582) or (65) 6225 5582 if you are calling from overseas to report the problem and we will try to resolve the issue.

Q14. If I encounter a system error message, what should I do?

Ans: Please see Q13 for details on how to report a system problem.

Q15. I am available to drive from 10pm to 6am on the following day. However, I am not able to key in my available time from 22:00:00 to 06:00:00 in the e-Service portal. What should I do?

Ans: The system does not allow input of timeslot across dates. Hence you will have to enter your available timeslots as follows:

Day
Time
Monday
22:00 to 23:59 (i.e. 10pm to 11.59pm)
Tuesday
00:00 to 06:00 (i.e. 12 midnight to 6am)