Error messages when you enter your ITR, and how to clear them

Find the message you see below. Each one says what it means and what to do.

"Error occurred in FWCMS while processing Input Request"

Usually one of three things:

1. In FWCMS, "Need assistance to purchase insurance" was chosen instead of option 3, Self Insurance Purchase, so FWCMS has locked the ITR.
2. The ITR is more than 14 days old and has expired.
3. The insurance was already bought, and a purchase link from someone else was clicked afterwards.

What to do: WhatsApp us your company name and the ITR numbers, and our team checks it.

"FWCMS Reference Number (FWHS/SKHPPA) not found"

The ITR you entered does not match FWCMS.

1. Copy and paste each ITR from the FWCMS email. A capital I can look like the number 1.
2. Put the SPIKPA ITR and the IG ITR each in its own box.
3. Still not found? WhatsApp us, and our team checks whether the ITR is still valid.

"Insurance already purchased for this Insurance Type"

That ITR has already been used for a purchase. One ITR can only be used once.

To check: enter the two ITRs and your SSM number on eInsurans. If the ITR has not been used, your employer details appear and the ITR boxes turn grey:

"Please enter Date of Birth"

FWCMS lists your company as Perseorangan (Individual), so the purchase cannot continue.

1. In FWCMS, change the employer category to the right one (table below).
2. Generate a new ITR.
3. Buy with the new ITR.

"Request contains invalid data. Employer ROC Number not found or it is Invalid"

The SSM number you entered is different from the one in FWCMS. FWCMS may hold either format:

Enter the one FWCMS has, exactly as it appears, and submit again.

"Session invalidated"

The page was left open too long, several eInsurans pages were open at once, or Back was pressed during payment.

1. Close the extra eInsurans pages.
2. Clear the browser cache for eInsurans.
3. Open eInsurans again and start from the beginning.

Other payment error codes: Payment with FPX Corporate B2B

"No agency info", or the page will not let you continue

1. Clear your browser cache, or open the link in a private (incognito) window.
2. Open the eInsurans link again and enter your ITR and SSM number.
3. Still stuck? WhatsApp us a screenshot and your ITR.

What I typed disappears when I press Back

The browser cache can clear the form. Avoid pressing Back during the purchase. If it happens, enter the details again.

Still stuck? Talk to a real person.

eInsurans — Your Foreign Worker Insurance One-Stop Centre

• WhatsApp 011-5621 6906: 9am–6pm, Monday to Sunday. Real people answer.
• Email hello@einsuransmy.com
• Buy SPIKPA IG with your FWCMS ITR: tr.ee/einsurans

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Updated on: 28/10/2026