FAQs

Online Banking is a safe, convenient online platform for Standard Chartered Bank China customers to perform banking transactions via the Internet.

There is no extra charge for using this platform, however normal product fees and charges continue to apply, if any.

It's safe.

You can now bank with confidence knowing that your transactions remain safe with us using our Online Banking platform.

Online Banking maintains world class security standards on our Online Banking platform. To find out more about these, please Click Here to visit our Security Advice section.

It's convenient.

You can perform banking transactions from the comfort of your home or office, anywhere in the world, anytime, with our 24 by 7 service. No special software is required.

As long as you have a personal computer (PC) with the minimum configuration, you are ready to start.

For an overview of our services, please Click Here to our Function Overview.

Each function has a detailed step by step guide which can be accessed by left hand side panel.

Any Standard Chartered Bank customer with a Savings Account can apply for Online Banking.

There are 2 ways to register for Online Banking:
1. Instant Registration -Using your Debit Card Number & Password.
2. Registration Using Temporary ID and Password -Apply in person for a PIN mailer at one of our branches in person.

You can access Online Banking at the upper left corner of our public website.

Once you choose ‘Online Banking’, please click on the “Register” button. For a step by step guide on how to register, please Here to be redirected to a more detailed step by step guide.

You need to know your Debit Card number & Password to register Online Banking.

In addition, you need a PC with internet access and a mobile phone for receiving the One Time Passcode (OTP) via SMS. The mobile number needs to be pre-registered with our Bank.

Instant Use

Using Debit Card Number and Password to register for Online Banking means you can use Online Banking instantaneously after registration.

Convenience

Customers only need to remember Debit Card number/ password and have a registered mobile no. with the Bank to register. For a step by step guide on how to register, please Click Here to be redirected to a more detailed step by step guide.

You need to make sure your Debit Card is “normal status” (e.g. the Debit Card can be used on ATMs to perform balance inquiry or cash withdrawal).

For security reasons, your Debit Card will be locked if you input the wrong password 3 consecutive times within a day. This rule is applicable to various channels including ATM, POS and Online Banking.

To reset your Debit Card Password, you will need to visit our branch.

This has most likely occurred if the status of your Debit Card is abnormal or if you have repeatedly entered the wrong Password via Online Banking. Under such a circumstance, Online Banking will restrict the use of this Debit Card . You need to call our Customer Service Center at 800820800 to remove the restriction. For safety reasons, you can only remove the restriction once a month and the removal takes effect the next day.

Online Banking PIN Mailer is an envelope which contains customer’s first time login password. Customers need to use the password combined with the Online Banking Initial Username written on the ‘Online Banking PIN Mailer Leaflet’ to login to Online Banking for the first time.

If you are a non-payroll customer, you need to fill in the ‘E-Channel Service Request Form’ to apply for the PIN Mailer after your personal ID has been validated.

Your Initial Online Banking Username will be written on the Online Banking PIN Mailer Leaflet. Your Initial Online Banking Username & Initial Online Banking Password will only become effective in one working day after the application.

For Payroll customers, your Initial Online Banking Username is in the Account Notification Letter contained in the Standard Chartered Bank Employee Banking Welcome Pack.

Your Initial Online Banking Password is within the Password Pack. You can use them to login Online Banking immediately.

For security purposes, please do not put the Initial Online Banking Username and Initial Online Banking Password at the same place.

You can use your Initial Online Banking Username (9-digit) and Initial Online Banking Password (8-digit alphanumeric) to login to Online Banking directly. After you input the correct Username and Password, you will be required to read and understand the Terms & Conditions. You can proceed to reset your own username and password once you agree to the Terms & Conditions.

Please call our Customer Service Center at 800 820 8088 to report your loss. We will suspend your Online Banking immediately to ensure your account safety. To reactivate, you need to visit our branches to apply for a new Online Banking PIN mailer.

As your mobile phone number is a key piece of information for our Bank to identify you, you will be required to go to our nearest branch, or dial our customer service hotline to update your mobile phone number with the Bank.

Standard Chartered Bank Online Banking is supported by the following browsers:

Please use the Login ID and Password which you setup in the instant registration process to log into Online Banking.

Your Debit Card Password and Customer Service Center Password cannot be used to login to Online Banking.

If you forget your username, please call Customer Service Center, 800-820-8088; If you forget you login password, please use the "forget password” function on Online Banking login page.

If you have forgotten you login password, please use the "forget password” function on the Online Banking login page.

To ensure your security, access to your account via Online Banking will be locked after 5 unsuccessful attempts. You can have it unlocked by calling our Customer Service Center or by visiting any of our branches.

Yes, you may change your password by using the 'Change Password' function after logging into Online Banking.

If you suspect that your password has been stolen or exposed to others, please change your password immediately.

You can get information about savings accounts, personal loans, home mortgage loans, call deposits, time deposits, target deposits and dynamic return investment. (Information about QDII products is not available currently).

The Mailbox allows you to view messages from the Bank.

You can delete messages in the Mailbox. All read messages will be deleted automatically on a weekly basis.

1. Funds Transfers between own Savings Account within the Bank (same currency).
2. Third Party Funds Transfers to other people's accounts within the Bank (CNY only).
3. Third Party Funds Transfer to a outside banks (CNY only).
4. Overseas Telegraphic Transfer

1. Register Online Banking.
2. Enable the Online Payment function by visiting one of our branches with your personal ID.
3. Add the 3rd party Beneficiary’s account by clicking the Maintain Beneficiary tab in Fund Transfer section and following the instructions; you may perform the transfer immediately.
4. Have on hand the Mobile Phone (with number registered by the Bank) available for receipt of the One Time Password (OTP).

Depending on the payment:

1. Funds Transfers between own Savings Accounts within the Bank

Real-time

2. Third Party Funds Transfers to other people's accounts within the Bank

Real-time

3. Third Party Funds Transfer to outside Banks

Online Banking accepts your request 24 x 7.

For processing time, please refer to the following schedule:

1. Funds Transfers between own Savings Accounts within the Bank

   There is no limit on Funds Transfer between Own Savings Accounts within the Bank.

2. Third Party Funds Transfers within the Bank AND outside the Bank

Normal and Preferred Banking Customers: RMB 100,000

Priority Banking Customers: RMB 500,000

Foreign currency transfers can only be conducted between own Savings Accounts within the Bank, of the same currency.

Refer to the status in the Transfers History Tab under the “Transfers” section in Online Banking. If the Status is “Successful” then the transfer has been successfully processed.

You will also be sent an email to your Online Banking Mailbox after you have successfully submitted the request and when the request has been successfully processed by the Bank.

If you have requested SMS and Email alerts in “My Preferences” you will also receive and Email (to your preferred email address) and SMS (to your preferred mobile phone number) upon successful submission and successful processing of this transfer.

You can transfer money to any bank that is a member of the People’s Bank of China CNAPS (China National Advanced Payment System) network.

Your account may be restricted to perform Funds Transfers due to special limitations.

Please call our Customer Service Hotline at 800 820 8088 for further assistance.

If the total amount of Remittance and Transaction Fee is more than your account balance, we will not able to process your request.

To avoid this from happening, please check there is sufficient balance in your account before submitting a transfer request.

Any of the following missing information or errors made (including but not limited to) could result in failure of a Third Party Funds Transfer:

This message means your transaction result cannot be displayed at that moment. Please do not repeat the transaction.

We suggest you call the customer service hotline on 800 820 8088 to enquire about the issue.

Please kindly refer to Fees and Charges section for detail information.

Until 31 Dec 2011, the Bank will waive individual Online Banking Third Party Funds Transfer fees for transfers below CNY 50,000 / transaction.

You may not be receiving your OTP for a number of reasons. Please try the following steps:

1. Your SMS Mailbox is full. Please check that this is not the reason.
2. If you do not receive your OTP after 30 seconds, please click on the 'Resend OTP' button and the OTP will be resent to your mobile phone.
3. If you still cannot receive the OTP please contact our Customer Service Hotline at 800 820 8088 for further assistance.

There are two pre-requisites for this service:

1. You must be our Online Banking customer
2. You must enable the e-payment function.

♦The Bill Payment service is only available to pay utility bills and mobile top-up in Shanghai.
♦You can also try paying other city’s utility bills via the CUP Online Payment platform. Click here for more details about our CUP Online Payment Platform.

All Shanghai City Utility Bills are available, including:

1. Water Bills
2. Electricity Bills
3. Gas Bills
4. Land-line Phone Bills
5. Mobile Account Phone Bills
6. Top-up Prepaid Mobile Account

You can also try paying other city’s utility bills via the CUP Online Payment platform. Click here for more details about our CUP Online Payment Platform.

Yes. Bill Payments are paid real-time and also in Non-Working hours and Public Holidays.

All Utility Bills are immediately deducted from your bank account.

For any duplicate payments please call our Customer Service Hotline 800 820 8088 to assist you to follow-up with the utility company.

You may not be receiving your OTP for a number of reasons. Please try the following steps:

1. Your SMS Mailbox is full. Please check that this is not the reason.
2. If you do not receive your OTP after 30 seconds, please click on the 'Resend OTP' button and the OTP will be resent to your mobile phone.
3. If you still cannot receive the OTP please contact our Customer Service Hotline at 800 820 8088 for further assistance.

Refer to the status in the Bill Payments Transaction History Tab under the “Payments” section on Online Banking.

If the Status is “Successful” then the transfer has been successfully processed.

You will also be sent an email to your Online Banking Mailbox after your payments has been successfully processed by the Bank.

If you have requested SMS and Email alerts in “My Preferences” you will also receive and Email (to your preferred email address) and SMS (to your preferred mobile phone number) upon successful processing of this payment.

If all payment information is accurate and the payment is successfully processed by the Bank, your payment will be transferred to Utility Company real-time.

Online Banking has a Daily Limit for Third Party Funds Transfers and Payments.

The Daily Limit for each customer is now:

Refer to the Bill Payments Transaction History Tab under the “Payments” section on Online Banking.

All the CNY Savings Accounts can be used to perform Bill Payment transactions (expect Joint Account, Repayment Accounts & Dormant accounts).

As a prerequisite to applying for CUP Online Payment, first customers need to become a Standard Chartered Bank customer and receive a Standard Chartered Bank debit card.

A customer must then register for access to Standard Chartered’s Online Banking and apply for e-payment access.

If a customer has not registered for Online Banking please visit our Standard Chartered Online Banking site and use your personal debit card to apply yourself instantly online.

If a customer has not registered for e-payment access, please visit any branch with your personal ID to do so.

Please login to SCB Online Banking, then visit our Bill Payment Section. You will find an “Online Payment Gateway” transaction history page. Your transaction history is available here.

In this circumstance, your payment has been successful, however due to a failure on the merchant website your payment has not been reflected in merchant website.

If the merchant website is temporarily unable to process your payment, the merchant will obtain payment details from bank and process the order.

Please do not repay the order, to avoid duplicate payments.

Online Payments uses SSL encryption, as does the rest of the Online Banking site.

CUP Online Payments also uses Public Key Infrastructure (PKI) as its online payment system security architecture. PKI uses public key cryptography and symmetric cryptography which guarantees a very high level of security.

Our 2-Factor Authentication model is also applicable when using Online Payments. Therefore when each transaction is made, you will receive a One Time Passcode (OTP) to your mobile phone to provide verification of the transaction and ensure the security of your online payment.

Just login to SCB online Banking and check whether under Online Payment Transaction History tab your payment was success.

Under normal circumstances, if the payment is unsuccessful, the bank will return an error message, clearly telling you the reason why your payment was unsuccessful. For example, wrong password or insufficient balance.

If your payment has failed and the system has informed you why, please call Customer Service Hotline at 800-820-8088.

Once payment has been submitted, you cannot modify or cancel the order and the cardholder must contact the merchant directly to do so (if applicable).

Please login to the Online Payment transaction history page to check the payment status.

Usually this occurs because there is a connection error between the merchant site and the Bank’s Online Banking site. If this happens, please contact our Customer Service Hotline at 800-820-8088.

Our CUP Online Payment function has restricted the possibility of duplicate payments.

The Online Banking Daily Limit is as follows:

1. For Normal and Excel Banking Customers is RMB 100,000 and Priority Banking & Private Banking Customers is RMB 500,000.
2. The Online Banking daily limit is calculated as the sum of all domestic Third Party Funds Transfers within the Bank and outside the Bank, and Bill Payments.

Customer can customize their Daily Limit (within the maximum thresholds) via SCB Online Banking in the “My Preferences” section.

SCB Online Banking employs "Two-Factor authentication (2FA) to verify customer identity” for every financial transaction to a third party.

A One-Time-Passcode (OTP) will be sent via SMS to your cell phone each time a transaction is made.

A transaction can only be completed once the OTP is entered over the Online Banking session.

To ensure the safety of your Online Payment, please take the following precautions:

• Try to avoid Internet cafes and other public places in the computer using online payment. If it is necessary in public places to use a computer, please note that the input of the card numbers, passwords and other information is protected..
• After Payment is complete please clear your browser and computer records.
• Please check in the browser address bar that the Standard Chartered Bank URL is correct (http://www.standardchartered.com.cn) to prevent straying into hacking websites.

For more security tips, please visit the Security section of our website by clicking here.

The SCB Online Payment service is available to customers as a free service.

Your order number must be recorded down so that if you need to check the result of the transaction on either the merchant or the Bank side, you will have a reference number.

Global Link allows customers to access the account information of their Standard Chartered Bank accounts in other countries (SG, MY, HK, IN, UAE, PK, TH, IN and BH).
This service is only available in the English.

You will need to access the ‘Add Accounts’ feature in the Global Link service.

You will also need to select which country to add and verify yourself with the username and password of the Online Banking service from the selected country.

If it is successfully authenticated, the selected country will be added to the Global Link service.

If you continually key in the wrong password for 5 times, you will be locked out of the Online Banking service in the selected country. It will not lock you out of the Online Banking service of the country which you are using to access Global Link.

Each country can only be added once to the Global Link service i.e. if you access the Global Link from China, you will not be able to add another China account to it.

A notification will be sent to the Mailbox of the destination country to indicate that this account has been added to a Global Link service.

You can link a maximum of 5 other countries to the Global Link service.

You will have to reset the password by using the existing reset password process for the selected country. You may need to contact the Customer Service Hotline of that country if needed.

Currently the following features available under Global Link:

• View Account– View the accounts from other countries you add
• Add an Account – Link a country to Global Link
• Delete an Account – Delete a country from Global Link
• Sort Account Order – Determine which country you would like to see first in Global Link

The first point of contact should be the Customer Service Hotline in the Origin Country.

The most likely reason is that you have changed the online banking password of your destination country.

When that happens, we automatically delete that destination country from all Global Link services which you have added it to.

In order to re-link the country, you have to go through the same ‘Add a Country’ process again.

We will send a notification to the Mailbox of the host country whenever the destination country is automatically deleted so you can check the mailbox for that notice.

Please immediately change your Online Banking password.

You should then call our Customer Service Hotline to report misuse of the Online Banking service.

You should try again later. There might be a problem in retrieving the account balance from the destination country.

If you need to see the account balance of the destination country immediately, please login to the Online Banking of the destination country.

Then please report the issue you are having to our Customer Service Hotline.

Customer Investment Profile is a solution to ensure that all customers undergo proper investment profiling to understand their investment profile. As per regulatory requirement, your initial Customer Investment Profile has to be completed on branch premise.

If you have completed your initial customer investment profile review at branch, you can view and download your latest investment profile, and update your risk profiles according to your latest situation.

The Customer Investment Profile will be valid for one year. You can re-do your investment profile assessment in online banking anytime before the expiry. Once you update your risk profile in online banking, your previous investment profile will be changed to expire status.

U.S. Citizen, U.S. Permanent Resident Card (Green Card) Holder, or US Resident cannot proceed Customer Investment Profile via online banking.

No, our system will reject your request and advising you to visit our branch to complete the initial customer investment profile.

Online Banking customer investment profile is supported by the following browsers

• IE6.0
• IE7.0
• IE8.0
• Firefox 3.6

Currently the bank does not support online banking customer investment profile via iPhone and iPad.

This service employs the 128-bit Secure Socket Layer (SSL), which is one of the strongest encryption technologies most commonly used by large-scale online merchants, banks, and brokerages worldwide. All online sessions between you and the bank are protected by 128-bit encryption, which best protects your information against disclosure to third parties.

For high risk transactions level security, this service employs "Two-Factor authentication (2FA) to verify customer identity”.

For extra precaution a separate security code has been added to the Online Banking login screen.

Our Internet banking service is fully compliant with the Chinese regulatory requirements for Online Banking.

Two-factor-Authentication is a security process requiring the user or customer to provide two means of identification known only to the customer.

Our Online Banking uses these two means of ID:

1) The Online Banking Password
2) A One-Time-Passcode (OTP) which will be sent via SMS to your cell phone each time a transaction is made.

Two-factor authentication (2FA) is used to verify customer identity. This requires the customers to have a mobile phone registered with the Bank as a unique One-Time-Passcode (OTP) is generated and sent via SMS to customer's mobile phone for certain types of financial transactions.

The transactions can only be completed once the OTP is entered over the Online Banking session.

Besides maintaining the confidentiality of your internet banking username and internet banking password, you should take the following precautions:

• DO NOT reveal your username and password to anyone, write down or use it where someone else can see.
• Don't click a URL to log into the site always type in the address of the site.
• Change your password IMMEDIATELY, using the 'Change of Password' service, if you suspect it has been revealed and compromised.
• DO NOT use easily recognised numbers such as your telephone number etc. as your password.
• REMEMBER TO LOG OUT of the system and close your browser whenever you leave your
  computer, even for a short while.
• Clear your browser's cache on a regular basis so that your account information is removed. This is particularly important if you are using a shared PC. You should clear it after each session.
• Always use the latest recommended internet browser so that you are using the most updated security features available.
• Each time you log into Online Banking, don't forget to check your last login time date and time.
• We strongly recommend that you DO NOT conduct your Internet banking transactions on shared or public PCs unless you are sure that it is safe to do so.
• If you really have to, please clear browser cache after each session so that your account information is removed from such PCs. You can also consider changing your password when you think it is safe.

If you suspect there are unauthorized transactions on your account, please go to our branches
or report this to our Customer Service Hotline immediately.

Please provide details such as your name, account number, transaction type, date & time of
transaction, description of error and amount involved.

If you suspect these transactions are unauthorized due to lost/stolen password, please change you
password or call our Customer Service Center (800-820-8088) to suspend the account immediately.

• Do not choose a password that is easily identifiable such as your personal telephone number,
  birthday or other personal information etc.
• Avoid using sequential numbers (such as 123456) or same number more than twice (such as 123226)
  for your password.
• Use alphanumeric passwords (having both character and numbers such as rks976ijk or 15ritca etc.)
• Your password must be kept confidential at all times and not be divulged to anyone.
  Do not reveal your password to anyone, including anyone working within the Bank and its employees.
• Your password must be memorized and not be recorded anywhere. Do not write down
  your password or use it where someone can see.
• Change your password immediately if you suspect it has been revealed or compromised.
• Change your password regularly. You can change your password anytime under “My Preferences” –
  Change Password Tab.

• PC with Pentium 166MHz processor or higher
• 32 MB RAM or higher
• SVGA or higher resolution monitor, 256 colors minimum, 1024 x 768 screen resolution
• Modem of 56kbps or higher
• Microsoft Windows 95/98/NT/2000 operating system
• Supported by the following browsers:
  1. IE 7.0
  2. Chrome 5.0
  3. Fire Fox 3.6.13
  4. Safari 5.0 (Windows)
  5. Mac Safari
• Both 'Java' and 'Java Script' have to be enabled
• Please ensure the Microsoft Virtual Machine is the default for your browser.
• 'Cookies' and 'Java Script' should remain enabled on your browser.

* To make use of the 128-bit SSL encryption and enjoy the highest level of security, we strongly recommend that you upgrade your browser to the most up to date Internet Explorer Version.