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Frequently Asked Questions (GETGREAT)


General

1.       What is GETGREAT Singapore?

GETGREAT Singapore is a mobile platform that provides you with fitness programmes, health tips, quests that you can enjoy on your own or with your friends and achieve your wellness goals together. You can earn XPs and STARS through activities and transfer your STARS to points in the Great Eastern Rewards app for rewards redemption from a variety of merchant partners.

 

2.       Who can sign up for GETGREAT Singapore? Do I have to pay?

Everyone! This app is free for all to enjoy.

 

3.       I am new to GETGREAT Singapore, what are the steps to join?

1)      Download GETGREAT Singapore from the App Store or Google Play Store

2)      Tap on ‘Sign up’ and register an account with GREAT ID using your email and password

3)      Fill up the health assessment with GERI

4)      Sync your wearable/device to GETGREAT Singapore to start your steps tracking

 

4.       Can I have more than one GETGREAT Singapore account?

No, you are not allowed to have more than one GETGREAT Singapore account. 

Great Eastern reserves the rights to suspend your account if you invent a false persona or misrepresent your real identity. Once your account is suspended, you will not be allowed to create another account without our permission. We reserve the right to report cases to the relevant authorities when appropriate.

 

5.       Can I share wearable/device with other accounts?

No, you cannot share wearables/devices.

 

6.       Why are my steps not accurately captured from my wearable/device to my GETGREAT Singapore app?

When using a wearable/device, you should sync your steps with its corresponding app and ensure the app steps count matches with your wearable/device before opening GETGREAT Singapore app; which pulls the data from the app that has been synced with your wearable/device.

*If you open the GETGREAT Singapore app before the wearable/device app, GETGREAT Singapore app will only capture the last-recorded steps from the wearable/device app.

 

7.       How can I stay updated with the latest news from GETGREAT Singapore?

Latest news on GETGREAT Singapore will be sent via email, in-app notifications and posted on the GETGREAT Singapore webpage.

 

8.       Will my details in GETGREAT Singapore be updated across my other Great Eastern account(s)? 

Any changes in your GETGREAT Singapore account will only be reflected in the app and not in your other Great Eastern policies/certificates.

To update your personal details for your policies/certificates, you can contact your Financial Representative or Customer Service.

·       By Email: wecare-sg@greateasternlife.com

·       By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Monday – Friday

 

9.       How do I change my account details?

Tap on the “Me” tab, under account settings, tap on your GREAT ID to make edits.

 

10.   How do I change my avatar?

On the “Home” tab, tap on your avatar. You will be given options to change your avatar and background.

 

11.   Can I change my 7-day recommended programme?

Once you have selected a programme, you can only change once you have completed it.

 

12.   How do I see the steps I have completed on previous days?

Tap on “Home” tab, tap on the mountain image under the Daily Great Walkathon, tap on the “View History” button to see steps achieved on previous days.

 

13.   How do I update my steps tracker?

You can update your steps by simply swiping the screen downwards to refresh it. Do ensure that you have given the necessary permission for 3rd party app collection of your step data.

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Updates

1.       Will I still be able to earn STARS from July onwards?

GREAT Life Advantage (GLA) and GREAT Comprehensive Care (GCC) policyholders will be able to continue to earn bonus STARS from achieving a younger FitAge (between 1 to 3 years younger) until 31 Dec 2021. Instead of Daily Steps Walkathon, you can earn 1,000 STARS from monthly quest upon completing 300,000 steps at the end of every month till 31 Dec 2021.

For other Great Eastern policyholders, there will be adhoc quests available from time to time to earn rewards.

                                                                                                                 

2.       Will I still be able to earn XPs and level up from July onwards?

GETGREAT users who wish to continue their fitness and wellness journey can do so as GETGREAT’s existing programmes - such as Daily Great Walkathon, 7-Day Programme, Journey to the top and more - are still available. You can continue to earn XPs from these activities, but not STARS.

 

3.       I am a Great Eastern policyholder but I do not have GREAT Life Advantage (GLA) or GREAT Comprehensive Care (GCC), why do I not enjoy the same benefits as them?

 This campaign is only dedicated for GLA and GCC policyholders.

 

4.       Can I still transfer STARS to my Great Eastern Rewards account?

GREAT Life Advantage (GLA) and GREAT Comprehensive Care (GCC) policyholders can continue to transfer STARS to their Great Eastern Rewards account.

For non- GREAT Life Advantage (GLA) and GREAT Comprehensive Care (GCC) policyholders, June will be the last month for GETGREAT users to transfer their STARS to Great Eastern Rewards.

 

5.       What are the selected policies eligible to earn STARS on GETGREAT?

The selected policies are: GREAT Life Advantage (GLA) and GREAT Comprehensive Care (GCC).

             

6.       How do I join the FitAge x GREAT Life Advantage campaign?

Simply purchase a new GREAT Life Advantage (GLA) policy and verify yourself as policy holder on GETGREAT app. Clock 300,000 steps monthly to earn 1,000 STARS and achieve a younger FitAge between 1 to 3 years younger to earn bonus STARS from GETGREAT. Make the most of this while you can as this campaign ends on 31 Dec 2021!

 

7.       How do I join the FitAge x GREAT Comprehensive Care campaign?

For existing GREAT Comprehensive Care (GCC) policyholders and verify yourself as policy holder on GETGREAT app. Clock 300,000 steps monthly to earn 1,000 STARS and achieve a younger FitAge between 1 to 3 years younger to earn bonus STARS from GETGREAT. Make the most of this while you can as this campaign ends on 31 Dec 2021!

However, with effect from 1 February 2021, we regret to inform that this plan is no longer available for purchase.

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Biometric Login

1.       What is Biometric Login on GETGREAT Singapore app?

Biometric Login is a fingerprint or face recognition feature available to securely access your GETGREAT Singapore account without having to key in your Great ID and password. This feature is readily available for iPhone and selected Android devices that support the Biometric Function.

 

2.       Do I need to register for this function on GETGREAT Singapore app? If yes, how do I register?

You will need to enable the Biometric Login function on your GETGREAT Singapore app in order to use this as your login method.

Step- by-Step guide:

1.       Launch your GETGREAT Singapore App

2.       Log in to your GETGREAT Singapore account by keying in your Great ID and Password

3.       Once you have logged in, you will be prompted to set-up the Biometric Login Function

4.       Click “Yes” and place your finger on the “Home/Screen” to scan your fingerprint or click “Yes” and place your phone in front of your face for facial recognition.

 

3.       How do I know if I have successfully activated my Biometric Login on my GETGREAT Singapore account?

Once you have activated the Biometric Login function on your device, you should be able to see the message “Authentication successful, Biometric Login is now enabled”. Alternatively, you may check under the “Me” tab to ensure that the Biometric Login toggle is “ON”.

 

4.       When I launched the updated version of the GETGREAT Singapore app, I received a pop-up message “You have been logged out from this session. Please Login again” or “An error has occurred”. What should I do? This is before any Biometric Login has been done.

Please tap “OK” and proceed to log in. Once you have logged in to your GETGREAT Singapore account, you will be prompted to set-up the Biometric Login function for your subsequent logins.

 

5.       Why am I unable to enrol the Biometric Login function?

Biometric Login on GETGREAT Singapore will only be applicable for devices that support the Biometric function.

 

6.       Can I disable the Biometric Login function?

You can disable the Biometric Login function whenever you like. Simply log in to your GETGREAT Singapore account and deactivate the function under the “Me” tab.

 

7.       Do I have to set-up the Biometric Login function when I change a new phone?

You will need to set-up the Biometric Login on your GETGREAT Singapore app if you have changed to a new device.

 

8.       My fingerprint Login keeps failing; can I still log in to my GETGREAT Singapore account?

You will still be able to log in to your GETGREAT Singapore account. Please key in your device passcode on iPhone and pattern for Android devices to log in to your GETGREAT Singapore account.

 

9.       Why can’t I enrol biometric login despite having a device that supports it?

Please ensure that you have turned on and configured the biometric function in your device settings.

 

10.   Is there another way I can enable Biometric Login?

You can go to the Me page and turn on Biometric Login from there.

 

11.   Why is my biometric enrolment record gone?

When you log in with another account using the same device, your biometric enrolment record on our GETGREAT Singapore application will be wiped.

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FitAge

1.          What is FitAge?

FitAge is a wellness indicator that allows you measure your biological age based on your lifestyle choices.

 

2.          Who is eligible to have a FitAge?

Anyone! All you need is a GETGREAT Singapore account.

 

3.          Is there a fee to join FitAge?

FitAge is absolutely free!

 

4.          What are the benefits of FitAge?

FitAge motivates users to adopt healthier lifestyle choices.

 

5.          How is FitAge calculated?

Your FitAge is calculated based on your lifestyle choices that are mainly derived from these 3 areas: Physical Activity (number of steps you take), Rest (number of hours you sleep) and Cardiovascular Fitness (heart rate when you are at rest).

As a guide, you should aim for at least 10,000 steps per day, sleep for 7-9 hours per day, and try to maintain a resting heart rate of 40 to 60bpm, in order to see positive effects on your health.

 

6.          How do I participate in FitAge?

It is open for all users of GETGREAT Singapore. You simply need to give the necessary data permissions for GETGREAT Singapore to have access to your health data.

 

7.          How can I improve my FitAge?

You can improve your FitAge by adopting healthier lifestyle choices.

 

8.          Can I still use FitAge if I do not own a wearable?

You can still track your sleep and resting heart rate with certain in-built trackers such as Samsung Health. In the event that the user does not have an in-built tracker that is capable of tracking your sleep and resting heart rate, your FitAge will be calculated based on your steps only.

 

9.          Why are my hours of sleep and/or resting heart rate results reflected incorrectly?

Please ensure that you have synced the 3rd party application you are using to track your sleep and resting heart rate before trying to sync in GETGREAT Singapore. Please remember to sync your GETGREAT Singapore app daily before midnight.

 

10.      What happens if I take a nap or wake up in the middle night and go back to sleep?

 We will take in the total sleeping hours from the tracking device.

 

11.      Why is the device that I am using not shown?

We are constantly adding more support for 3rd party devices, kindly drop us an email with your suggested device at getgreat-sg@greateasternlife.com and we will look into ways of incorporating it into our system.

 

12.      What happens if I did not sync for a day or more?

When you sync after a period of inactivity, our system can sync up to 7 days (including the current day) of your records. However, we recommend you to sync your data to the tracking device before syncing to the GETGREAT Singapore app daily before midnight.

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Technical Related

1.       GETGREAT Singapore does not seem to work well on my phone. Why is this so?

We support the two latest versions which are Android version 9-10 and iOS version 12-13 as of 25th September 2019. Older versions may work but are not fully supported.

 

2.       I cannot login to GETGREAT Singapore, what should I do?

Please ensure:

·       You have already registered a GETGREAT Singapore account

·       You have entered a correct password

If the issue persists, please contact:

·       By Email: wecare-sg@greateasternlife.com

·       By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Monday – Friday

 

3.       I cannot remember my password, what should I do?

Go to the login screen and tap “Forget Password”. An email with the instructions will be sent to your registered email address. Please follow the steps to recover your account.

 

4.       I am not receiving any push notifications from GETGREAT Singapore. What should I do?

For iOS

1)      Go to Settings > Notifications > On

2)      A list of apps that support push notifications will appear

3)       Tap on GETGREAT icon

4)      Turn on Notifications

For Android

1) Go to Settings > Apps

2) Tap on GETGREAT icon

3) Scroll to app Settings, Tap on Notifications

4) Slide to switch on Notifications

 

5.       My app keeps crashing, what should I do?

·       Please update the latest version of the app by checking the App Store

·       Restart your phone

 

6.       Why can’t I sync my steps?

Please ensure that you have:

·       Given permission to the application to sync steps

·       Accepted relevant Terms & Conditions for 3rd party apps in order to sync steps

 

7.       I am using a Samsung Phone; can I use Google Fit to sync my steps?

The default feature for Samsung phones is Samsung Health (SHealth), however Google Fit can be an alternative to sync your steps. Please give 3rd party app permission to collect your steps data.

 

8.       I am using an Android phone (other than Samsung); what can I use to sync my steps?

The default feature for Android phones will be Google Fit. Please download Google Fit and sync your steps daily. Please give 3rd party app permission to collect your steps data.

 

9.       I am using a wearable but it is not listed on the “connect devices” page. What should I do?

GETGREAT Singapore currently supports Fitbit, Polar, Samsung Health, Apple Health and Google Fit. Please link your wearable to one of the above-mentioned apps and GETGREAT Singapore will pull the data from there.

 

10.   My GETGREAT Singapore steps are not the same as the steps recorded in my device.

Please ensure that your device was not compromised by anyone. If you have a wearable, please ensure that you sync your wearable to its corresponding app before syncing to GETGREAT Singapore.

Once steps on a device have been synced to a particular GETGREAT Singapore account, it is irreversible and will not be able to sync to other GETGREAT Singapore accounts. Please ensure that permission has been given for a 3rd party app to collect your steps data.

 

11.   Why weren’t the steps that I entered into my tracker reflected on GETGREAT Singapore?

Please note that GETGREAT Singapore does not record steps that have been manually input into trackers.

 

12.   I travelled overseas and my GETGREAT Singapore steps are reflected on the wrong date.

Please note that GETGREAT Singapore follows the Singapore time zone only. Please sync your steps daily according to Singapore time when you are travelling overseas and using GETGREAT Singapore.

 

13.   Why is my wearable disconnected when I log out from my account?

This feature was implemented to ensure that the device is not misused. 

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Rewards

1.       How do I know if I have verified myself as Great Eastern Policyholder?

If you see the “Great Eastern Lion” logo on the top left hand corner on the Great Eastern Rewards app, it means that you have verified yourself as Great Eastern Policyholder.

 

2.       What are XPs?

XPs are Experience Points that help you level up.

 

3.       How do I earn XP?

XPs are earned by completing Quests on the GETGREAT Singapore app.

 

4.       Do XP expire?

No, they do not.

 

5.       Can I give XP to my friends/buddies?

XPs cannot be given away.

 

6.       How do I level up?

You can level up by earning XPs from participating in Quests.

 

7.       What are STARS?

STARS are the currency used to transfer for points to redeem rewards on the Great Eastern Rewards app.

 

8.       How do I earn STARS?

STARS can be earned through adhoc quests that will be available for Great Eastern policyholders from time to time.

 

9.       Do STARS expire?

Yes, STARS will reset at 00:00 on the 1st of every month.

 

10.   Can I give STARS to my friends/buddies?

STARS cannot be given away.

 

11.   How do I redeem my rewards?

Tap on the STARS icon below your name and it will take you to the STARS redemption page. Transfer your STARS to points in the Great Eastern Rewards app then use those points to redeem rewards from the wide range of merchant offers on Great Eastern Rewards.

 

12.    My STARS expire at the end of the month. Can I get an extension or have STARS reinstated?

Use your STARS as they will expire at the end of each month. STARS validity cannot be extended nor reinstated.

 

13.   Can I change my redemption after I have successfully redeemed?

Once the redemption has been completed, it cannot be changed.

 

14.   Can I repeat a workout after completing it once?

Yes, you can but XPs will only be awarded once.

 

15.   Is there a bonus for completing all activities of a recommended programme?

Yes, there is an added bonus XP for completion of the recommended programme.

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Friends/Buddies

1.       How do I invite friends/buddies?

You can invite friends/buddies by:

·       QR code

·       Email

·       Share link

 

2.       My friend/buddy tapped on the link but I do not see my friend/buddy listed on my GETGREAT Singapore buddy list. What should I do?

Your friend/buddy will be sent a request notification, which he/she will have to accept.

 

3.       There seems to be an issue with the shared link to invite my friends/buddies, what should I do?

Please try tapping the link again to ensure that your friend/buddy followed through with the full process of login and registration.

 

4.       How do I form a team with my friends/buddies?

1)      Select Quest type

2)      Create a group name

3)      Invite friends/buddies via email or GETGREAT buddy list

 

5.       I joined a Group Quest but I cannot see my steps from previous days before I started the Quest.

Please note that the steps are only counted from the day that you have accepted the Group Quest invite and after you are a part of the team.

 

6.       Can I add more members to the group when the Special Quest starts?

You can only create your group during the sign-up period. When the Quest starts, you can only leave the group but not add new members.

 

7.       I accepted a group invite and noticed that members of the group are now my GETGREAT buddies.

Upon accepting a Group Quest invite, group members will automatically be a part of your GETGREAT buddy list.

 

8.       Can I leave my “Journey to the Top” group?

Yes, you can, but once you leave the group, any tracked steps will be forfeited.

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Last updated: 04 June 2021
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