Frequently asked questions (FAQs)

General

What data classification level does Ownself Gather support?

Ownself Gather can store data up to Restricted, Sensitive (High). This classification was increased from Restricted, Sensitive (Normal) on 4 September 2025. Data is stored on the Government Commercial Cloud 2.0.

Note: Even though Ownself Gather integrates with FormSG (which supports up to Confidential, Cloud-Eligible), you must ensure that data flowing into your Ownself Gather app does not exceed Restricted, Sensitive (High).

Is Ownself Gather free to use?

Yes. Ownself Gather is free until September 2027, regardless of the number of apps or users. The team is working on central funding. If a subscription fee is introduced, agencies will receive at least three months’ notice.

Is Ownself Gather accessible on the internet or intranet?

Ownself Gather is hosted on the internet and is publicly accessible. It is not integrated with APEX Cloud and does not support integration with intranet-only systems.

How many users can I add to an app?

Each app has a default quota of 20 users. To increase this quota at no cost, submit a request under Settings > Service Quotas.

What use cases are not suitable for Ownself Gather?

Ownself Gather is designed for lightweight case management needs. If your use case requires complex domain-specific logic, multiple integration points, or enterprise-grade features, consider solutions such as Salesforce, Microsoft Dynamics 365, or ServiceNow.

Access and login

How do gov.sg users log in?

Gov.sg users do not need to sign up. Log in directly at gather.gov.sg/login using the Log in with WOG AD option. For subsequent logins, WOG AD or TechPass can be used. To enable Singpass login, connect your account under Profile > Manage GatherSG Account.

For details on login methods, refer to the get-started tutorial.

How do non-gov.sg users access Ownself Gather?

Non-gov.sg users must sign up at gather.gov.sg using Singpass. Once registered, they can access apps they have been invited to, but they cannot create new apps (except for whitelisted education domain users).

Which education domains are whitelisted?

The following domains can create apps: ite.edu.sg, moe.edu.sg, np.edu.sg, nyp.edu.sg, rp.edu.sg, science.edu.sg, sp.edu.sg, tp.edu.sg.

My account says “You are unauthenticated.” How do I fix this?

This occurs when you have not signed up for an account, or your account has been inactive for more than 90 days. Gov.sg users can reactivate at gather.gov.sg/support/reactivate-account. Non-gov.sg users should submit a support ticket at gather.gov.sg/support.

For full troubleshooting steps, refer to the troubleshooting guide.

FormSG integration

How do I link a FormSG form to my app?

Link a single-respondent FormSG form by entering the form’s secret key in the case type configuration and pasting the generated webhook URL into FormSG’s webhook settings.

For step-by-step instructions, refer to the how to set up case intake channels guide.

Can I link multi-respondent FormSG forms?

Direct webhook integration is not available for multi-respondent forms. Use Plumber as an intermediary to connect multi-respondent form submissions to Ownself Gather cases.

Do changes to my FormSG form update automatically in Ownself Gather?

No. Changes made to form fields on FormSG are not reflected automatically. You must re-import the fields in the case type configuration.

Email correspondence

What email domain does Ownself Gather use to send emails?

As of 5 February 2026, outbound emails are sent from your-app-name@ownself.gather.gov.sg. The previous domain @gather.gov.sg is no longer used for outbound emails but continues to function for inbound auto-forwarding addresses.

Why is the recipient list empty when I reply to an auto-forwarded email?

This is expected behaviour. The first auto-forwarded email has the generic mailbox as the only detectable sender. To prevent duplicate cases, the system leaves the recipient list blank. Manually enter the correct recipient from the email content. Subsequent emails in the thread pre-fill recipients normally.

For details, refer to the troubleshooting guide.

How do I set up email auto-forwarding?

Configure an auto-forwarding rule (not redirect) in your mail client to forward emails to the case type’s unique email address. Use forwarding rules with filters to route different email types to different case types.

For setup instructions, refer to the how to set up case intake channels guide.

Case duration and SLA

How is case duration calculated?

Case duration is automatically calculated from the case creation date in days. You can configure the case type to exclude weekends, public holidays, and ad-hoc days from the count.

Can I manually adjust case duration?

Yes. Users with the “Update case duration” permission can reset (to zero), pause, or resume the duration counter at the case level. Workflows can also perform these actions automatically.

How do duration threshold notifications work?

When a case type has a duration threshold configured, the system flags cases that exceed the threshold. You can configure default email notifications for cases exceeding the threshold, or set up scheduled workflows to take action on approaching or exceeded thresholds.

For configuration details, refer to the how to manage cases and track SLA guide.

Reports and data

How long are generated reports retained?

Reports are retained for 60 days after generation. Download reports within this period to avoid data loss.

Can I export case attachments with reports?

Yes. When exporting reports via the Cases page or scheduled workflows, you can include attachments.

What is the audit log export limit?

The date range for audit log exports is restricted to 35 days per export due to data size constraints.

API and integrations

What are the API rate limits?

Each API key has a default rate limit of 100 requests per 5 minutes. To request an increase, submit a support ticket at gather.gov.sg/support.

Where can I find the API documentation?

API specifications are available via Swagger:

• Case Management API: gather.gov.sg/cms/api/swagger/
• File API: gather.gov.sg/file/api/swagger/

For a summary of available operations, refer to the API reference.

Can I integrate Ownself Gather with Opus?

Yes. Ownself Gather has dedicated trigger and action nodes in Opus. The trigger node receives webhook events when cases are created or updated. The action node performs case CRUD, file upload, case search, and email retrieval operations. Both are authenticated via API key.