Frequently Asked Questions
 

 Annual Subscription Plan

 Password and Account Management

 Problems Logging In

 Technical Help

 Navigation and Browsing

 Server Downtime and Data Loading Time

 Daily Subscription Plan


 Realis Customer Service
If you have any doubts after reading the frequently asked questions, feel free to contact the REALIS Customer Service at 6329 3456 or email us at ura_realis@ura.gov.sg.

Our service hours are 8:30 am to 5.30 pm from Monday to Friday. If your enquiries are received outside the service hours, We will respond to you within the next 3 working days.


Annual Subscription Plan
Subscription
  • What is the subscription fee?
     
      The subscription fee is $1800 for 1 year of access. There is no additional charges for the use of the service. If you subscribe for more than 1 account, there will be discounts for the subsequent accounts.

  • How does URA compute the period of subscription?
     
      The period of access is for 1 year. The exact start and end date of the subscription will be indicated on Particulars of Subscription which is found on page 1 of the subscription agreement (click here to see a sample). URA will email you 1 day in advance to inform you of the start date of the subscription. During the 1 year period, you are given unlimited access to the system.

  • How do I subscribe?
     
      You can sign up online. Just follow through with the steps here.


    Account Management
  • How can I update my personal particulars online?
     
      To update your particulars, send an email to ura_realis@ura.gov.sg stating your username, contact number and the particulars you want to update.

  • Who will be contacted for any matter regarding REALIS?
     
      REALIS Customer Service will only correspond with the registered users of the REALIS account on any new data release, data updates and new services.


    Refund Policy
  • I have registered under the Annual Subscription Plan but have yet to use my account. Can I withdraw from the service?
     
      If you have subscribed but have not logged in to the system and want to withdraw from the service, you are required to email us using the email address registered with us.

    To apply for a refund of subscription fees and withdrawal of subscription, please email your name, contact number, the subscription reference number and reason for withdrawal to REALIS Customer Service at ura_realis@ura.gov.sg within 3 working days from the date of subscription. We will respond to you on the next working day.

  • Can URA suspend the access for my account?
     
      No. Once you have signed up and logged in to the system, URA will not allow any suspension of access rights. You should make sure that you sign up for the system during period when you are able to maximise the use of the service.
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    Password and Account Management
  • How do I change my password?
     
      Simply click "Change password" on the REALIS log in page and follow the online instructions. Upon completion of the steps, an email will be sent to your registered email address indicating your new password.

  • How do I change my username?
     
      Your username cannot be changed. If for any reason, you really want to change your username, please contact REALIS Customer Service.

  • What should I do if I suspect that my password has been revealed to someone?
     
      You should change your password immediately. To change your password, click "Change Password" from the log in page and follow the online instructions.

  • How can I refer to the Subscription Agreement governing REALIS services online?
     
      You can click here to refer to the Subscription Agreement governing REALIS services.


    Problems Logging In
  • I am a new user. How do I get access to REALIS?
     
      You need to be a REALIS subscriber to get access to REALIS. To subscribe to REALIS, click here.

  • What should I do if I get the message 'Invalid user or password'?
     
      Check if you have accidentally hit the 'CAPS LOCK' key. Your password is case sensitive. This means that "PASSWORD," "PaSsWoRd," and "password" are not equivalent. Try logging in again, making sure that you use the correct upper and lower case. (Note: Your username is not case sensitive.)

  • What should I do if I get the message 'There is an existing user session'?
     
      This is because:
  • You did not log out of the previous REALIS session properly. By default, you are automatically logged out of the REALIS server after half an hour of inactivity on the browser. Try logging in to your account again at least half an hour later. In the future, you can avoid this problem by ending your use of REALIS properly by clicking on the logout button found on the left hand side of the webpage.
  • Your colleague have logged on to REALIS using the same username from a different computer. If you have subscribed to only 1 account, only 1 person can log on at the same time. If you suspect that there is unauthorised use of your REALIS account, you should change your password immediately.

  • What should I do if I get the message 'Account expired for current application'?
     
      This means that your subscription period has ended. Please contact REALIS Customer Service if you would like to renew your subscription.

  • What should I do if I get the message ' Account terminated for current application'?
     
      This means that your account has been terminated or suspended. Please check your email why your account has been terminated and contact REALIS Customer Service for assistance.

  • What should I do if I cannot log in?
     
     
    1 Check your internet connection. Ensure that your computer's connection to the Internet is not interrupted or disconnected. Sometimes this occurs even though your browser window appears to be connected. If so, re-establish your connection to the Internet and log in to REALIS again.

    2 Check whether your internet browser is set to accept cookies. REALIS requires your browser to accept cookies. To find out more about cookies and how to set your computer to accept cookies, click here.

    3 Clear your cache. To find out what are caches and how to clear the caches, click here.

    4 Check your browser. You require either Internet Explorer 4 (or later versions), or Netscape Communicator 4.7 (or later versions) to support numerous features such as JavaScripts, and style sheets used in the REALIS website.

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    Technical Help
  • What system requirements do I need to access REALIS?
     
      In order to use the REALIS service, you need to have a personal computer with the following minimum configurations:

    Computer Configuration
    Intel Pentium 3 1GHz or equivalent or higher
    512MB RAM or higher
    512Kbps broadband connection or higher
    Windows XP, Windows Vista

    Browser
    Microsoft Internet Explorer 6.0, IE 7.0

    If you have recently upgraded your browser to Microsoft Internet Explorer 8.0 and has difficulty accessing the REALIS database, please do a compatibility view settings by following the user guide.


  • What are cookies and how to set up your computer to accept cookies?
     
      Cookies are commonly used by many web sites. These are small text files placed on your computer that store pertinent    information about your preferences. Allowing a cookie to be created does not give additional access to your computer. To set    your current browser to accept cookies, follow the steps below:

    For Microsoft Explorer 4.x For Microsoft Explorer 5.x For Netscape 4.x
    1. Go to the "View" menu.
    2. Select "Internet Options".
    3. Select the "Advanced" tab.
    4. Scroll down to Cookies.
    5. Click on the button next to"Always accept cookies". (This setting should be on.)
    1. Go to the "Tools" menu.
    2. Select "Internet Options".
    3. Select the "Security" tab.
    4. Select the "Internet" icon.
    5. Click "Custom Level".
    6. Scroll down to Cookies.
    7. Click on the buttons next to "Enable" under the heading "Allow cookies that are stored on your computer" and the heading "Allow per session cookies". (These settings should be on).
    1. Go to the "Edit" menu.
    2. Select "Preferences".
    3. Select "Advanced".
    4. In the "Cookies" box, click the button next to "Accept all cookies" so that it is filled in. (This setting should be on).

  • What are caches and how to clear the caches?
     
      Caches are temporary internet files created in your computer for you to browse the internet. To clear your cache, follow the steps below:

    For Microsoft Explorer 4.x For Microsoft Explorer 5.x For Netscape 4.x
    1. Go to the "View" menu.
    2. Select "Internet Options".
    3. On the section labelled "General", click on the "Delete Files" button to clear your temporary Internet files.
    1. Go to the "Tools" menu.
    2. Select "Internet Options".
    3. On the section labelled "General", click on the "Delete Files" button to clear your temporary Internet files.
    1. Go to the "Edit" menu.
    2. Select "Preferences".
    3. Select "Advanced".
    4. Select "Cache".
    5. Click "Clear Memory Cache" - (Click "OK")
    6. Click "Clear Disk Cache" - (Click "OK")



    Browsing and Navigation
  • What should I do if I encounter JavaScript Runtime Errors when accessing REALIS?
     
     
    1 Check your browser. You require a browser that is capable of using JavaScript, either Internet Explorer 4 (or later versions), or Netscape Communicator 4.7 (or later versions).
    2 Ensure that the proper JavaScript is enabled. To enable the correct JavaScript, follow the steps below:

    For Microsoft Explorer 4.x For Microsoft Explorer 5.x For Netscape 4.x
    1. Go to the "View" menu.
    2. Select "Internet Options".
    3. Select the "Advanced" tab.
    4. Check the box next to "Disable script debugging".
    5. Uncheck the box next to "Display a notification about every script error".
    6. Click on the "Apply" button.
    1. Go to the "Tools" menu.
    2. Select "Internet Options".
    3. Select the "Advanced" tab.
    4. Check the box next to "Disable script debugging".
    5. Uncheck the box next to "Display a notification about every script error".
    6. Click on the "Apply" button.
    1. Go to the "Edit" menu.
    2. Select "Preferences".
    3. Select the "Advanced" tab.
    4. Check the box marked "Enable JavaScript box".
    5. Check the box marked "Enable style sheets".
    6. Click "OK".

    3 If you continue to receive runtime errors, we recommend that you upgrade to the most current browser version.



    Server Downtime and Data Loading Downtime
  • When is REALIS not available?
     
      URA's server is shut down between 3 am to 5 am every day during which you will not be able to access the website. In the event when our servers were shut down in exceptional circumstances, you will receive an email from REALIS Customer Service.

  • When are the data loading time for REALIS?
     
      During the data loading days, you will not be able to access the database which is being updated. Data is loaded in REALIS from 12.30 pm to 1 pm on the following days:

  • Every Tuesday and Friday - Updates of Transaction data
  • 4th Friday of Every Month - Updates of Rental Data
  • 4th Friday of Jan, Apr, Jul, Oct - Updates of all databases
  • Every 15th of the following month or the next working day if the 15th falls on a Saturday, Sunday or public holiday - Price of Units Sold in the Private Residential Properties

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    Daily Subscription Plan
  • What is the subscription fee?
     
      The subscription fee is $80 for the first day (i.e. 24 hours) of continuous access, and $40 for each consecutive subsequent day.

  • How does URA compute the period of subscription?
     
      Each day of subscription will give you 24 hours of access. Your subscription period will commence from the moment you log in to the system, and you can log in as many times as you wish within this period. You will need to log in within 30 days of signing up.

    Example
    If you sign up for 2 days for $120 and log in on Monday, the access period will be for 2 consecutive days on Monday and Tuesday. The 2 day period must be continuous and cannot be on non-consecutive days e.g. Monday and Friday.

  • When is REALIS not available?
     
      URA's server is shut down between 3 am to 5 am every day during which you will not be able to access the website. You will be compensated with an extra 2 hours per day to ensure that you receive the full 24 hours access time for each day.

    Example
    If you subscribe for 3 days starting on 1 May and log in for the first time at 10.00 am on 3 May, your subscription period will commence at 10.00 am on 3 May and end at 4.00 pm on 5 May (i.e. after adding on 6 hours to compensate for the 2 hours of server down time for each of the 3 days). Within this period you can log in to the system as many times as you wish.

    In the event that our servers are shut down in exceptional circumstances, we will compensate you with the equivalent hours during which our servers were shut down resulting in you not being able to access the service. Realis Customer Service will inform you through email when this happens.

  • How do I change my subscription details or period of subscription?
     
      If you want to change your subscription details or period of subscription, please inform us at 6329 3456 or email us at ura_realis@ura.gov.sg before you start using the system (i.e. before your first log in).

  • My Daily Subscription Plan is expiring or expired, can I extend the subscription period at the rate of $40 for the subsequent day? How do I renew?
     
      You will not be able to extend the subscription period once you have signed up. If you want to use the service again, you will need to subscribe to the service again. To subscribe, please click here.

  • My Daily Subscription Plan has expired. Can I renew using the same username and password I have selected previously?
     
      No. You will not be able to use the same username and password for technical reasons.


    Refund Policy
  • I have registered under the Daily Subscription Plan but have yet to use my account. Can I ask for a refund?
     
      If you have subscribed but have not logged in to the system and want to withdraw from the service, you are required to email us using the email address registered with us. Please quote your name, your contact number, the subscription reference number and reason for withdrawal and email your request to REALIS Customer Service Officer at ura_realis@ura.gov.sg.

  • What if I have subscribed to the service but did not use the service at all?
     
      If you have registered online but have not used the account within 30 days of signing up, we will inform you and refund you your fees. In the event that you repeatedly signed up but failed to use the service, an administrative charge may be subsequently imposed.

  • Can I get a refund for used hours?
     
      No. Once you have signed up and logged in to the system at least once, URA will not provide any refund for unused hours. Please read the terms of use and how we compute the hours carefully before you sign up.

  • Can URA suspend the access for my account?
     
      No. Once you have signed up and logged in to the system, URA will not allow any suspension of access rights. You should make sure that you sign up for the system during periods when you are able to maximise the use of the service.

  • What if in the midst of using the service, my computer breaks down or my internet connection fails, will URA refund the subscription fee?
     
      As these are circumstances beyond URA's control, URA will not provide refunds for such instances.
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    You will not be able to access REALIS from 3am to 5am Singapore Time (UTC/GMT + 8 hours)
    every day as the REALIS server will be shutdown for maintenance.


    © 2002 Urban Redevelopment Authority. 45 Maxwell Road, The URA Centre, Singapore 069118