FAQs (UI Portal)

Still need help? Postman is a fully self-service platform however we understand there may be times where you would like to reach out to someone.

• Kindly reach out to your PICs first who will be able provide you with more agency specific context on Postman

• Should your PIC be unable to assist, you may reach out to the Postman team. In our responses, we will also be cc-ing your PICs.

I just logged in to Postman but I don't see any option to create a campaign. What do I do?

Logging into Postman and having campaign creation permissions are two separate access levels. Login access alone does not allow you to create campaigns. You will need your agency's Person-In-Charge (PIC) to grant you campaign creation permissions within Postman. To find out who your agency PICs are, click the ? button on your Postman dashboard or refer to this page Request for campaign creation rights from agency PICs.

How do I format my CSV file when sending to multiple recipients?

Always start by downloading the CSV template from your campaign dashboard. The template will already have the correct headers based on your message template variables. Fill in the "recipient" column with phone numbers prefixed by the country code without the + sign (e.g. 6591234567), the "language" column (e.g. english, chinese, malay, or tamil), and the remaining columns with your message parameter values. Save the file as .csv before uploading. All rows must be error-free for the upload to succeed. If any row has an error, the entire file will be rejected and you will need to fix all errors before re-uploading.

My message template contains characters that Postman won't accept. What characters are supported?

Postman supports the GSM-7 character set for English messages. Common unsupported characters include backticks, smart quotes (curly quotes from Word or Outlook), and em dashes. These characters change the message encoding and significantly increase the number of message segments per SMS, which raises costs and can delay delivery. Type your message content directly into Postman rather than pasting from Word, Outlook, or other editors, as pasting often introduces unsupported characters. Use the Message Segment Calculator (https://message-segment-calculator.postman.gov.sg) to check your message for unsupported characters before sending.

How long can my SMS message be?

Postman allows a maximum of 1,000 characters for the message body, excluding the header (your agency name) and footer. However, agencies are strongly encouraged to keep the message body within 320 characters to avoid potential delivery delays. If a message exceeds 160 GSM characters (including header and footer), it gets split into multiple message segments, each of which is charged separately. Note that template variables like {{name}} are not counted when crafting the template, but the actual values filled in are counted towards the character limit. Reliability cannot be guaranteed beyond 7 message segments per SMS due to telco limitations.

My recipient says they did not receive the SMS, but the delivery status shows "successful". What should I do?

When the status shows "successful", it means the message was delivered to the recipient's device. The most common reason recipients do not see the message is that their phone's messaging app has filtered gov.sg SMSes into a spam or junk folder.

Share these troubleshooting steps with the recipient:

a. Check the Spam & blocked folder (Android) or Junk Messages folder (iOS) and mark gov.sg messages as "Not Junk". Detailed steps: https://go.gov.sg/askgov-nosms b. Restart the mobile phone. c. Remove old messages from the inbox to free up memory. d. Remove any third-party filtering apps (e.g. Truecaller). e. Disable the "Do Not Disturb" function. f. Remove and reinsert the SIM card. g. Try inserting the SIM card in another phone and request the SMS again.