Frequently asked questions

If you cannot find your question here, feel free to contact us.

Before you subscribe

How to use your service if my company hasn't been registered yet?

If your company hasn't been registered yet, you can still sign up for our service using a temporary company name. Later, once your company is officially registered, you can easily update the name through our client portal if it differs from the temporary one.

How to subscribe to multiple plans?

Start by subscribing to a plan for one company. Once you've subscribed, you can log in to your client portal and add more subscriptions for your other companies.

How to get a receipt?

To obtain a receipt, you can either download it from your client portal dashboard or request a copy via email by contacting us.

Use the virtual address

How to get my virtual office address?

You will receive detailed virtual office address in your welcome email after you subscribe to a plan, and it's also available in your client portal.

How to use my virtual office address?

  • Sign up a plan to get your virtual office address.
  • Register company with your virtual office address, or change company address at Acra BIZFILE+ for existing company.
  • Notify your banks, customers, suppliers, and other related parties about the new address.

To ensure that your letters are properly identified and allocated to you, please make sure to include your company name in the address.

How to change my registered office address on ACRA Bizfile?

  1. Log in Acra BIZFILE+
  2. At "My DashBoard" page, click "e-Services" button beside your business entity
  3. Click "Change in Company information including Appointment/..."
  4. Check "Change in Registered Office Address"
  5. Fill in the address and click Submit

How to change my business address on ACRA BizFile?

  1. Log in Acra BIZFILE+
  2. At "My DashBoard" page, click "e-Services" button beside your business entity
  3. Click "Changes in business information including Appointment/..."
  4. Check "Principal Place of Business"
  5. Fill in the address and click Submit

How to use Alternate Address to protect my privacy?

  1. Log in Acra BIZFILE+
  2. At "My DashBoard" page, click "e-Services" button beside your business entity
  3. Click "Change in Personal Particulars of Company Officers"
  4. Click "Edit" button beside the officer name
  5. Check "Alternate Address"
  6. Fill in the address and click Submit
Fill in alternate address

Once you have registered an Alternate Address, it will be displayed in ACRA’s public records instead of your residential address.

However, all official correspondences from ACRA will continue to be sent to your residential address.

For more information, pleare refer to ACRA website

How to receive personal mail?

Please include the company name as part of your personal mail address so that we can identify and allocate your letters. If this is not possible, please make sure that the personal name on your subscription matches the personal name used in the address. However, be aware that using your personal name without the company name may increase the risk of name duplication.

Mail reception

What types of mails can I receive?

We accept mail, registered mail, and courier deliveries. However, please be advised that we do not facilitate merchandise returns, nor do we accept direct personal deliveries from customers or related parties.

For deliveries requiring the recipient’s presence, such as Work Pass, please use your own address instead of the virtual office address. To protect our staff’s privacy, we cannot complete authorization forms with personal IC details on your behalf.

What’s the limit of the package can I receive?

We kindly request that you refrain from receiving bulky items such as large packages, furniture, computers, etc.
Please ensure that your package fits within the dimensions of an IKEA PAPPIS box, which is 25 x 34 x 26cm and weighs under 10kg. pappis box Any oversized or overweight deliveries may be subject to rejection or incur a handling charge of S$10 each.

When the mailbox is opened everyday?

To facilitate the process, the mailbox is typically opened once or twice in the morning. Afternoon deliveries will be processed on the following working day.

For urgent items, please arrange for doorstep delivery, which can be received throughout the day.

Mail storage

What is the time limit for storing mail?

There is no limit for standard letters as long as you have a valid subscription.
Small parcels can be stored for up to 90 days.
Bulky items over the size of an IKEA PAPPIS box need to be collected within a week.
You will be charged storage fee if over the time limit, which is S$10 / box / month

What is the size limit for storing mail?

Your mails and parcels should fit within the dimensions of an IKEA PAPPIS box, which is 25 x 34 x 26cm.
If your mail exceeds this limit, you will receive an Overflow Notice from us. Please ensure timely collection of your mail upon receiving this notice to avoid incurring daily storage charges.

New mail notifications

How to receive new mail notification?

New mail notification will be sent to your email address by default. You may fill in your WhatsApp number at Settings page in client portal to receive notification via WhatsApp.

How to read a new mail notification?

Type: <ADV>, From: SomePos, To: Whatever Pte. Ltd., Attn: Jack, Date: 2023-03-31

The most important part of a new mail notification is the mails in your virtual office. Each line contains the mail type, from company, to company, and attend-to person. You can determine the importance of each email based on its mail type.

The <ADV> type refers to advertising mailers, which are usually unimportant. By reviewing this information, you can save time and effort by deciding whether or not to collect the mail.

Spam guard

What is spam guard?

Spam guard filters out advertising flyers and unsolicited letters for you. Rest assured that no important letters will be filtered out, as we double-check them before they are discarded.

How to disable it?

Spam guard is enabled by default. Please log in to your client portal and navigate to the Mailroom page to disable it.

Client portal

How to access the client portal?

Please use a web browser to open To log in, click the 'Log in' link located at the top right corner of the page. If you are using a mobile device, click the menu icon (three horizontal bars) also located at the top right corner of the page, and then select the 'Log in' link.

How to change the name of my company on the client portal?

Don't forget to update your subscription when you change your company name!

To do this, log in to your client portal and update the subscription details with your new company name. If you need any assistance, don't hesitate to send us a message and we'll take care of it for you.

How to change my personal name on the client portal, and why is it so important?

Sometimes bank letter doesn't include the company name in the address, which makes it difficult for us to identify the intended recipient. In such cases, we request that you provide us with your personal name for identification purposes.

You may log in to your client portal and update your subscription details with your personal name. If there are multiple names that can receive letters without the company name, please input all of them, separated by commas.

How to check the mails on the client portal?

To check your mails, please log in to the client portal and click the 'Mailroom' link on the left sidebar. If you are on a mobile browser, please click the menu button at the top-left of the page, and then click the 'Mailroom' link.

Self collection

How to self collect my mail?

Please make a self-collection schedule by replying to the new mail notification message or via client portal to avoid possible waiting.

Please indicate your ETA in the message. Our collection time is from 10:30am to 5:30pm, Monday to Friday, excluding public holidays.

Virtual Office at Paya Lebar Square near Paya Lebar MRT

The virtual office address is also our mailroom. Please use lift in office lobby 2 on the side of MRT, and ring the doorbell when you arrive.

Weekly mail forwarding

What is the weekly limit for mail forwarding plan?

Since we are using SingPost's service, we follow the same weight and size limit as SingPost.

weight and size limit

You can self-collect the extra mails, or use the pay-per-use forwarding service if over the limit.

When are the mails forwarded?

They are usually forwarded every Wednesday, so it will reach you by weekend under normal conditions.

Unlimited mail scanning

What is the limit for mail scanning plan?

This service applies to letters addressed to the company or business name of your subscription. There is no limit for the number of letters to be scanned, but bound documents, publications like book, magazines, etc. are not applicable.

When are the mails scanned?

They are scanned and sent to your email address every working day.

How do you handle mail items that contain sensitive items such as credit cards, checkbooks, or bank secure envelopes?

We will not open them, instead we will indicate the sensitive item type in the email. You can then decide whether to let us scan it for you.

Manage subscription

How to upgrade my subscription?

Please login to client portal and click the upgrade button on the subscription you want to upgrade. If you prefer to make payment offline, simply drop us a message and we will send you upgrade instructions.

The upgrade price is pro-rated, so you won't pay for the period that you didn't use.

How to renew my subscription?

To renew your subscription, please log in to the client portal and click the "Renew" button next to the subscription you wish to renew.

We will also send you a renewal reminder two months before your subscription is due to expire.

How to terminate my subscription?

You do not need to cancel your subscription, as it will expire automatically on the expiration date. Before this date, please ensure you change the registered office address to your new address to avoid mail delivery and compliance issues.

Additionally, please schedule a mail collection or arrange for mail forwarding within 30 days after the expiration date. Any mail not collected within this period will be disposed of to maintain the security and confidentiality of your correspondence.

How to get a refund?

We offer a 30-day, no-questions-asked money-back guarantee if the virtual address has not been used as the registered address with ACRA or other government agencies, and mail has not been received at the address. Refunds will be subject to deduction for any payment gateway charges.

Pay-per-use Services

How to use the pay-per-user forwarding service?

Simply drop us a message, and pay via PayNow or bank transfer. We will then forward your mail to you.

The forwarding fee is S$3 per batch by normal mail, or S$4 with tracked letterbox delivery.


weight and size limit

How to use the pay-per-user scanning service?

Simply drop us a message, indicating which mail you want us to scan and pay via PayNow or bank transfer. The scanning fee is S$2 per letter.

Customer support

How to get support from you?

Simply drop us a message via WhatsApp or email, and we are more than happy to assist you.

You may message us any time, although our reply may be a little bit slow out of normal office hours. WhatsApp to VOffice SingaporeWhatsApp (+65 80531740)