Help and Parent Resources

Get help now

• Submit an ICT Help Request

• Request a password reset

• Report a faulty or damaged PLD

• Report a lost PLD

• Contact the device contractor

What the ICT Help Desk supports

• MIMS, student iCON and SLS password resets

• Basic PLD troubleshooting

• DMA enrolment issues

• Coordination of PLD repairs

• Fortnightly contractor collection where applicable

• Loan-device arrangements

Before submitting a request

• Provide enough information for the ICT support team to identify the student, device and problem.

• Student’s full name and class

• Contact information

• Device brand, model and serial number

• Clear description of the problem

• Screenshot or photograph of any error message

• Troubleshooting already attempted

Back up data before repair or replacement

Students should organise and back up important files before a factory reset, repair, replacement or DMA enrolment. Complete the SLS self-paced module “A1.2g File Management and Data Back-up” for guidance on folders, file naming and backing up data.

SLS File Management and Data Back-up module — https://go.gov.sg/sls-dlts-8

Faulty or damaged PLD

• Submit the ICT Help Form or approach the ICT Help Desk.

• Allow the ICT support team to conduct basic troubleshooting.

• Log a repair case if contractor support is required.

• Choose school collection or direct service-centre submission, where available.

• Request a loan device (renew every 2 weeks) if the PLD must be sent for repair.

• Collect the repaired device when notified.

Lost or stolen PLD

• Report the missing PLD promptly to the General Office Lost and Found.

• Inform your Class Mentor.

• If the PLD remains missing and a replacement is required, make a police report.

• Submit a copy of the police report to the ICT Department through your Class Mentor.

• The school will take the applicable device-security action, such as remote locking.

• For a stolen device, the appointed service provider will assess the insurance claim. A replacement is issued only after the claim is approved.

• For a lost device that is not covered by insurance, the family must purchase a replacement. The ICT Department will advise on the procedure.

• Request a temporary school loan device where applicable.

Found PLDs

Anyone who finds an unattended PLD must hand it to the General Office Lost and Found immediately. If the owner can be identified, the PLD will be passed to the student’s Class Mentor for return.

Replacement or privately purchased device

Inform the ICT Help Desk whenever a PLD is replaced or changed. A new or replacement device must be checked for compatibility and enrolled in the school’s DMA before it is used for lessons.

Warranty and insurance

Coverage differs according to the device model, purchase year and bundle. Refer to the Device Info page for more information.

Insurance covers the main device, not accessories. The device information kits state that claims may cover fire, lightning, power surges, accidental damage, theft due to forcible entry and robbery, subject to the contractor’s assessment and the student having exercised due care. Accidental loss is not covered. Once insurance is used for a replacement device, the insurance coverage ends and the replacement device is not insured.

Loan devices

• Students may request a school loan device when their PLD is unavailable because of an approved repair or replacement process. Loan devices remain school property and must be used and returned according to the school’s instructions.

• A loan may be issued while the student’s PLD is under repair.

• The loan is renewable every two weeks until the repaired PLD is returned.

• The student remains responsible for the care and return of the school loan device.

Resources for parents

Resources for parents and students are available in the table below.

Supporting your child’s use of AI

MOE advises that schools and parents work together to support appropriate AI use. Parents can help children build good learning habits and self-regulation, and reinforce that AI should support learning rather than replace the child’s own thinking.

AI and Your Child: Should Parents Guide or Guard Against AI?

Using Generative AI Tools for Learning: A Parent’s Guide

MOE videos on AI hallucinations, checking reliability and digital responsibility

Secondary SLS parent onboarding module

MOE reference: AI in education resources for parents — https://www.moe.gov.sg/education-in-sg/educational-technology-journey/edtech-masterplan/artificial-intelligence-in-education/resources-for-parents

Managing the PLD

DMA parent guides

Current device information sheet

Current contractor repair guide

Warranty and insurance information

Still need help?

Submit an ICT Help Request. The school will route the request to the appropriate support personnel or advise you to contact the device contractor directly.

Bendemeer ICT Help Form — https://go.gov.sg/bdms-icthelp