Frequently asked questions answers How do I get a customer-selected PIN and password? When you access Internet banking for the first time, you must enter the ATM PIN you normally use to withdraw funds at an AutoBank machine. Once your ATM PIN has been verified, the system will ask you to enter a new number called a customer-selected PIN. Once your new customer-selected PIN has been created, you will have to create a password to gain access to Standard Bank's online services. Note: If you are a Telephone and/or Mobile Banking customer, you do not have to create a new PIN because your existing customer-selected PIN allows you access to Internet banking. Back to frequently asked questions What are the criteria for creating a customer-selected PIN? Your customer-selected PIN may not contain the same number repeated three times in a row, for example, 11132. Your PIN may not be 12345. Your PIN may not be the same as your ATM PIN. Back to frequently asked questions What are the criteria for creating a password? Your password must be between 6 and 16 characters long. Your password must contain at least 1 alpha character or 1 digit Your password may not be the same as your ATM PIN or customer-selected PIN No special characters may be used The password is case sensitive Back to frequently asked questions What if I can't remember my customer-selected PIN or password? Go to your nearest Standard Bank branch with your card and identity document. Ask the branch to re-issue your ATM PIN. This is the PIN you normally use for withdrawals at any AutoBank machine. Access Internet banking to create a new customer-selected PIN and password. Back to frequently asked questions What does Standard Bank Internet Banking cost? The monthly subscription fee is R19,50 including VAT. Balances and statements are free, regardless of how many you request. Inter-account transfers are charged at the same rate as other electronic transfers. Account payments to third parties are charged at the same rate as other electronic transfers. These fees do not apply to PrestigePlan Plus and PrestigePlan bundled cheque accounts. You will be charged R5 for unpaid future-dated payments if there are insufficient funds in your account. Note: The Standard Bank Internet Banking subscription charge is levied on each card used to access Internet banking. For example, if you use your AutoBank card and your MasterCard, you will be charged R39 a month to use the Internet banking facility (R19,50 per card). Back to frequently asked questions What are the benefits of Internet banking? The convenience of doing your personal banking from any computer with Internet access anywhere in the world. Twenty-four hour service, seven days a week. Back to frequently asked questions How does Internet banking work? You gain access by entering your card number and your "private" customer-selected PIN. Your computer and the Standard Bank Internet Banking system are linked with a secure connection every time you bank online. All information you send is encrypted – meaning that it can only be decoded by the Standard Bank Internet Banking service. No third party can ever access your personal information. The service allows transactions on accounts linked to your AutoBank, MasterCard, Visa, SME AutoBank and E Plan cards. Back to frequently asked questions Can anybody else access my account? No, nobody can access your account unless they obtain your card number and customer-selected PIN. Make sure that your card and PIN are kept separate. Back to frequently asked questions How do I ensure that I am on the real Standard Bank Internet Banking web site? To connect securely to Standard Bank Internet Banking follow these steps wherever possible: In the address bar type: "https://www.encrypt.standardbank.co.za", ensuring that you manually key in "https://" as part of the web address. This instructs the browser to attempt to make a secure connection to the Internet Banking web server. Should you receive any errors with regard to the certificate when your browser attempts to establish the connection (see example below), terminate your connection and notify the Standard Bank Customer Contact Centre on: 0860 123 000. Note: If you access the banking site via any other link (banners etc.), extra vigilence in checking certificates and web site addresses is recommended. Once the connection has been established please verify the Standard Bank certificate. Back to frequently asked questions What is a security certificate? A security certificate is an assurance by an independant third party of ownership of a site. For example, the certificate on the Standard Bank site shows you that the web address that you use to access the site is owned by Standard Bank South Africa. It also enables the bank to secure transactions over the internet. Standard Bank uses a VeriSign security certificate. Whenever you go to a transactional site online, always check the authenticity of the site. Back to frequently asked questions How do I check my certificate when using Internet Explorer 4 and higher? To verify the Standard Bank certificate for Internet Explorer when connecting to a Standard Bank secure site, follow the steps below: Locate the lock icon in the bottom right hand corner of the browser screen Put your mouse cursor on to the lock icon. A tool tip will appear indicating 128-Bit SSL security Double click on the lock icon The certificate dialogue box will appear In the General tab it will indicate that "This certificate has failed to verify for all its intended purposes." Please note, this is an Internet Explorer browser issue and has been raised with Microsoft. To find out more, click here. Click on the Details tab (middle tab) Click the "Subject" field In the window below, scroll to find the following entry, "O = Standard Bank of SA Limited" This is your assurance that the certificate belongs to Standard Bank. Click on the Certification Path tab (last tab) Look at the Certificate status in the bottom window. It will read "This certificate is OK." This is your assurance that the certificate is valid and is functioning correctly. Back to frequently asked questions How do I check my certificate when using Netscape Navigator 4.75 and higher ? To verify the Standard Bank Certificate for Netscape Navigator when connecting to a Standard Bank secure site, follow the steps below: Locate the lock icon in the bottom left hand corner of the browser screen Double click on the lock icon The certificate dialogue box will appear Click on Open Page Info button. Ensure that this reads as follows: Security: This is a secure document that uses a high-grade encryption key for U.S. domestic use only (RC4,128 bit). Certificate: This certificate belongs to: www10.encrypt.standardbank.co.za* Information Security Services Member, VeriSign Trust Network Authenticated by SACA Terms of use at www.saca.net/RPA (c)00, Standard Bank of SA Limited Johannesburg, Gauteng, ZA This is your assurance that the certificate belongs to Standard Bank. * The number following "www" may vary from 1 to 30, or the address may simply appear as www.encrypt.standardbank.co.za. Back to frequently asked questions Is the connection secure if you click the padlock icon to view the certificate when connected to a secure site, and receive the following error message: "This certificate has failed to verify for all of its intended purposes." Yes the connection is secure and Microsoft has the following comments about the error message: Cause This can occur if Internet Explorer interprets a specific object ID in the contents of some Server Gated Cryptography (SGC) certificates. Resolution This affects only the user interface; Internet Explorer still communicates by using the secure connection. If you click the Certificate Path tab in the dialog box, you see the message "This certificate is OK" in the Certificate Status box. For more information visit the Microsoft or VeriSign site: http://support.microsoft.com/support/kb/articles/Q233/4/79.ASP URL: http://www.verisign.com/support/tlc/known_issues.htm#ie5 Back to frequently asked questions How do I access Internet banking from outside South Africa? You can access Standard Bank Internet Banking from outside South Africa if you have an account and a card issued by a Standard Bank branch in South Africa. For any additional information you might require, call the Customer Contact Centre on (+2711) 299-4701 or e-mail Standard Bank at info@sbic.co.za. Back to frequently asked questions If I am a Telephone Banking customer, can I access Internet banking? Yes, you can bank online using the customer-selected PIN used for Telephone Banking. Back to frequently asked questions What accounts can I access through Internet banking? You can link any of the following Standard Bank accounts to your Standard Bank card: Personal cheque account SME cheque accounts PlusPlan AutoClub MarketLink E Plan MasterCard bluebean Home loan - AccessBond 32-day notice deposits all linked loan accounts, at your branch manager's discretion Stannic access finance Call deposits Fixed deposits EscalatorPlus BonusPlus Please note that linking of accounts can only be done at a branch. Back to frequently asked questions What services does Internet banking offer me? Balances on all accounts linked to your Standard Bank card. Current provisional statements, including a 45-day history statement of your current account only. Balances and statements of your Plusplan and Cheque accounts e-mailed to you. Multiple electronic account payments. eg Telkom and Pharmacy. Recurring and future-dated payments up to 12 months in advance. Inter-account transfers. Increase or decrease your overdraft limit. Email to Customer Contact Centre. Stop payments. Open any of the following electronic investment accounts: Call deposits Notice deposits Fixed deposits Transact as follows: Transfer funds from call deposit accounts. Transfer funds into call and notice deposit accounts. Give and Cancel Notice on notice deposit accounts. Amend interest disposal instructions on call, notice and fixed deposits. Amend capital disposal instructions on notice and fixed deposits. Amend interest payment cycle on fixed deposits. View statements and balances on all accounts. Set up and maintain your electronic account payment beneficiaries, for example Telkom and pharmacy. View and update your personal Internet banking information. Send a message to your branch. Make Business Club payments. Shop online in a secure environment at bluebean.com. Trade stocks and shares online at www.equities.co.za. Pay your tertiary education fees to linked institutions. How do I qualify to open an electronic investment account? You need to be an existing Standard Bank customer who has a transactional account for example current account, linked to your AutoBank, SME, E Plan and MasterCard. Please note that customers with a stand-alone MasterCard type account can not open any electronic investment accounts. Back to frequently asked questions What is required if I wish to link my existing Investment account to my card? Visit your local branch and ask them to link all your investment accounts to your card. Back to frequently asked questions Can I open a fixed, notice or call deposit account while banking online? Yes, click on the "Open Accounts" option and select any of the following options: Call deposits; Notice deposits; or Fixed Deposits. Back to frequently asked questions What statements can be emailed to me? You can select daily, weekly and monthly balances and provisional statements to be emailed to you. The email is produced in a secure format. You will need to download a small decoder from the Internet banking home page and set up a password to decode the emails. This free service is only available for current and savings accounts. Back to frequently asked questions What format can I receive my email statement in? You have the choice of either HTML or CSV. HTML can be viewed by using a browser. CSV can be saved and viewed in Excel, for example. Back to frequently asked questions How do I download the CSV format statement from my email statement? Double click on the CSV link in your statement and it will open the information in Excel format. Back to frequently asked questions What can I do if I forget my username or password for emailing of statements and balances? If you forget your username or password for the emailing of statements and balances you can log onto Internet banking, click on Statement, click on Email and you will be able to view your username and password. Back to frequently asked questions What do I do if my email statement won't open? You will have to download the decoder again, go to the Internet banking home page and click on the Download decoder link. Then choose the relevant decoder, for example, Windows and download. Retry to double-click and open the statement. Also remember to check if you are using the correct card number and password. Back to frequently asked questions What do I do if I am not receiving my email? You will have to log on to Internet banking and check if your email address is correct. If it is correct, then you will need to email or phone the Call Centre and they will be able to advise whether an email has been sent to you and if any error messages are being returned by your mail server. Back to frequently asked questions How do I update my email address to receive these messages? You will need to log on to Internet banking, click on Statement, click on Email and update your email address. Click on Submit and your next statement will be sent to the new address. Back to frequently asked questions How many account payment beneficiaries can I link to my card? You can link up to 99 account payment beneficiaries to each card. Back to frequently asked questions How do I add accounts or account payment beneficiaries to my card? If you want to add your Standard Bank accounts to a card, call at a branch with your identity document to have the accounts added. If you want to add account payment beneficiaries to a card, link these on Internet banking using "my beneficiaries", call at a branch, or contact our Customer Contact Centre on 0860 123 000. Back to frequently asked questions What is required to link a beneficiary? You need to have the account details, branch name or number and account number of the beneficiary. Back to frequently asked questions How do I load a beneficiary? Log into Internet banking. Click on My beneficiaries, select Add and then Private or Company. Enter the details of the beneficiary i.e. account number, branch number and required references and click on Submit. Back to frequently asked questions How do I pay a beneficiary? You will need to load a beneficiary, refer to How do I load a beneficiary? Log into Internet banking. Click on Payment, select Pay and then Pay now. Enter the amount you want to pay next to the beneficiary name and click on Submit. Back to frequently asked questions How do I setup a recurring payment? Log into Internet banking. Click on Payment, select Pay and then Pay later. Enter the amount you want to pay next to the beneficiary name and click Recurrence button in the Recurrence pattern column. On the next page you can choose whether you would like the beneficiary to be paid daily, weekly or monthly. You can also amend, delete and view these payments. These payments can be loaded up to 12 months in advance. Back to frequently asked questions What is a company directory index (CDI)? The CDI is a list of companies that have an arrangement with the bank to receive payment on their behalf. Back to frequently asked questions What is required to link a CDI beneficiary? You need the company name and your reference with the company. Back to frequently asked questions What is an account payment limit on a card? This is a limit you apply to a card for electronic account payments. You specify the limit and it is loaded by your branch when your ATM card is issued. The limit is reduced every time an electronic account payment is processed using AutoPlus, Telephone banking or Internet banking. For future-dated payments the limit is reduced on the date of payment. Back to frequently asked questions How do I set up a future-dated payment? A future-dated payment can be dated for up to 12 months in the future. Log into Internet banking. Click on Payment, select Pay and then Pay later. Enter the amount you want to pay next to the beneficiary name. Enter the required future date in the Start date column. You can delete future-dated payments 24 hours before the selected payment date - but not on the date of payment. You can also amend, delete and view these payments. Back to frequently asked questions What is the tertiary education fee payment facility? Students can pay their tertiary education fees to the respective institutions through Internet banking without linking the account as a beneficiary. See our step-by-step guide. Back to frequently asked questions What are the maximum amounts that I can pay and transfer online? The limit is the same as that specified on your card. If you have registered for Internet banking you can enquire about these limits through the "Customer services" option, then click on "Customer details - enquiries/update". The limit on electronic account payments is set by your branch. Transfers between accounts do not have set limits. Back to frequently asked questions What is the difference between the business date and the transaction date? The business date is reflected on your statement as the date the transaction was done. The business date is changed at 7pm to reflect the next business day's date. Transactions done after 7pm on Saturday will show Monday's date, provided that Monday is a business day and not a public holiday. The actual date on which the transaction was done is called the transaction date, regardless of whether it was a business day or the time of day. Back to frequently asked questions How are account payments processed? Account payments are processed when your request is received. If the beneficiary is a Standard Bank accountholder, payment may take up to one business day to be cleared. If the account is held at another bank, payments will take about three business days. Any payments into a MasterCard account will be updated the next business day. Back to frequently asked questions How do I increase my overdraft limit? You must be a Standard Bank Internet Banking customer with a personal cheque account. You can only apply to increase the limits on your personal cheque account. Your limit is increased instantly and the funds are available for use. Back to frequently asked questions What happens after the overdraft is approved? Your limit is increased instantly and the funds are available for use. If the requested limit exceeds the maximum limit allowed, we can make a counter offer, which you can either accept or decline. Back to frequently asked questions What do I do if the request is declined? You can query declined requests at your branch. Back to frequently asked questions Can I load a stop payment? You can stop payment on cheques and debit orders. Stolen chequebooks can also be stopped. Back to frequently asked questions What options do I have regarding my investment account when I bank online? Existing Standard Bank customers who have a transactional account for example current account, linked to your AutoBank, SME, E Plan and MasterCard now have the option to: Open any of the following electronic investment accounts: Call deposits; Notice deposits; or Fixed deposits. Transact as follows: Transfer funds from call deposit accounts. Transfer funds into call and notice deposit accounts. Give and Cancel Notice on notice deposit accounts. Amend interest disposal instructions on call, notice and fixed deposits. Amend capital disposal instructions on notice and fixed deposits. Amend interest payment cycle on fixed deposits. View statements and balances on all accounts. Back to frequently asked questions Can I change the beneficiary details of my investment account online? You can amend your beneficiary details via the Internet, just select the required account, then select the "Investment" option and select "Amend Capital and Interest Disposal Instructions". Back to frequently asked questions What is bluebean.com? bluebean.com offers totally secure online shopping, 24 hours a day through its secure electronic payment (SEP) facility. Back to frequently asked questions What is the share and portfolio service? The share and portfolio service is a share trading and portfolio tracking service managed by Standard Equities. Standard Bank Online Share Trading lets you trade any JSE-listed share over the Internet. You can access the service via www.standardbank.co.za, and place orders or buy and sell shares any time in the convenience of your home or office. You also have access to research and other information that will help you make rewarding investment decisions. You can use Internet banking to transfer funds to your share trading account in real-time. You can obtain printouts of you latest portfolio valuations at any AutoPlus machine. The service allows you access to live and closing prices, set up and manage as many as three fictitious share portfolios (whether or not you hold these shares), and see a daily summary of national and international business news. Click here for more information. Back to frequently asked questions How can I assure myself that the email decoder is the genuine Standard Bank decoder? Standard Bank only provides the decoder on its secure site, and for your protection will not email the decoder to you. Before downloading the decoder you need to ensure that you are at the authentic Standard Bank site, this can be done by verifying the Standard Bank VeriSign Certificate For more information on the certificate click here. Back to frequently asked questions