Frequently asked questions


How do I get a customer-selected PIN and password?
  • When using Internet banking for the first time, you must create a direct banking profile. A direct banking profile provides customers with access to Standard Bank’s leading range of direct banking solutions: Internet banking, telephone banking and cellphone banking.
  • You must have a valid Standard Bank card and an ATM PIN to create a direct banking profile
  • You can create a direct banking profile by calling our Customer Contact Centre on 0860 123 000 or via the internet at www.standardbank.co.za.

    If you choose to register through the Internet
    • Go to www.standardbank.co.za and select “Direct banking profile” on the top left menu
    • Click on “New registration” on the left-hand menu
    • Type in your card number and ATM PIN and click on the “Register’ button
    • Complete the registration form after which you will be required to call our customer contact centre on 0860 123 000 to finalise your registration.

    If you choose to register through the Customer Contact Centre
    • Phone 0860 123 000 between: 8.00am and 9pm on weekdays or 8.00am and 4pm on Saturdays, Sundays and public holidays.
    • Select option 3 on the menu options and follow the voice prompts.
    • You will be asked to key in your card number and ATM PIN
    • You will then be issued with a reference number. You need to remember the reference number because you need it to confirm your details when you speak to our consultant.
    • You will then be transferred to a consultant who will complete the registration process.
    • Once you have spoken to a consultant, you will be prompted by the system to create a customer-selected PIN (CSP). (A CSP is a unique number that works in the same way as your ATM PIN for Internet, cellphone and telephone banking. Your CSP may not be the same as your ATM PIN. Your CSP does not replace your ATM PIN and it cannot be used at an ATM. You must choose a CSP that you will remember because you will have to use it when accessing Internet, telephone or cellphone banking).
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What are the criteria for creating a customer-selected PIN?
  • Your customer-selected PIN may not have the same number repeated three times in a row, for example, 11132 or 12355.
  • Your PIN may not be 12345.
  • Your PIN may not be the same as your ATM PIN.
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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 alphabetical character or 1 number
  • Your password may not be the same as your ATM PIN or customer-selected PIN
  • No special characters may be used, for example, $%
  • The password is case sensitive
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What if I can't remember my customer-selected PIN or password?
  • You need to contact your nearest branch
  • Ask the branch to re-issue your ATM PIN. This is the PIN you use for withdrawals at an AutoBank machine.
  • Access www.standardbank.co.za and go to the Internet banking logon page.
  • Click on the “Activate direct banking profile” button on the left-hand menu. You will then be prompted to create a new customer-selected PIN (CSP) and password.
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What does Standard Bank Internet Banking cost?
  • The monthly subscription fee is R21,00 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 payments.
  • These fees do not apply to Plus cheque accounts.
  • Sum1, Bluebean and SME AutoBank cardholders do not pay a monthly subscription fee.
Note: The Standard Bank Internet Banking subscription charge is levied on each card used to access the service. For example, if you use your AutoBank card and your MasterCard, you will be charged R42 a month (R21,00 for each card).

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How do I register for Internet banking?
    If you choose to register through the Internet
    • Go to www.standardbank.co.za and select “Direct banking profile” on the top left menu
    • Click on “New registration” on the left-hand menu
    • Type in your card number and ATM PIN and click on the “Register’ button
    • Complete the registration form after which you will be required to call our customer contact centre on 0860 123 000 to finalise your registration.

    If you choose to register through the Customer Contact Centre
    • Phone 0860 123 000 between: 8.00am and 9pm on weekdays or 8.00am and 4pm on Saturdays, Sundays and public holidays.
    • Select option 3 on the menu options and follow the voice prompts.
    • You will be asked to key in your card number and ATM PIN
    • You will then be issued with a reference number. You need to remember the reference number because you need it to confirm your details when you speak to our consultant.
    • You will then be transferred to a consultant who will complete the registration process.
    • Once you have spoken to a consultant, you will be prompted by the system to create a customer-selected PIN (CSP). (A CSP is a unique number that works in the same way as your ATM PIN for Internet, cellphone and telephone banking. Your CSP may not be the same as your ATM PIN. Your CSP does not replace your ATM PIN and it cannot be used at an ATM. You must choose a CSP that you will remember because you will have to use it when accessing Internet, telephone or cellphone banking).
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What are the benefits of Internet banking?
  • The convenience of doing your personal banking from any computer with Internet access from anywhere in the world.
  • Twenty-four hour service, seven days a week.
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How does Internet banking work?
  • You gain access by entering your card number, customer-selected PIN and password.
  • Our Internet banking service is built according to the highest encryption specifications - 128-bit secure encryption - and complies with international Internet security standards.
  • These measures ensure that a secure link is established between yourself and Standard Bank every time you perform an online transaction.
  • Any information you send can only be interpreted by our Internet banking system - no third party can gain access to your personal information.
  • The service allows transactions on accounts linked to your AutoBank, MasterCard, Visa, SME AutoBank, Sum1 and E Plan cards.
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Can anybody else access my account?
  • No, nobody can access your account unless they have your card number, customer-selected PIN and password.
  • Make sure that your card and PIN are kept separate.
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How do I ensure that I am on the real Standard Bank Internet Banking website?
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 our Customer Contact Centre on 0860 123 000.

Note: If you access the banking site through any other link, such as banners, you should be extra vigilant when you check certificates and web site addresses.

Once the connection has been established please verify the Standard Bank certificate.

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How do I check my certificate if I am using Netscape Navigator 4.75 and higher?
To verify the 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.
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Is the connection secure if I 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. 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 using the secure connection. If you click the Certificate Path tab in the dialog box, you will see the message "This certificate is OK" in the Certificate Status box.

For more information visit the Microsoft or VeriSign sites:
URL: http://support.microsoft.com/support/kb/articles/Q233/4/79.ASP
URL: http://www.verisign.com/support/tlc/known_issues.htm#ie5

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How do I access Internet banking from outside South Africa?
You can access Internet banking from outside South Africa if you have an account and a card issued by a branch in South Africa.

If you would like more information, call our Customer Contact Centre on (+2711) 299-4701 or email us at ibsupport@sbic.co.za.

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If I am a telephone banking user can I access Internet banking?
Yes, you can bank online using the customer-selected PIN you use for telephone banking.

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What accounts can I access through Internet banking?
You can link any of these accounts to your Standard Bank card:
  • Personal current account
  • SME current accounts
  • PlusPlan
  • Sum1
  • 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
  • BonusPlus
Please note that linking of accounts to your card can only be done at a branch.

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What services does Internet banking offer me?
  • Balances on all accounts linked to your Standard Bank card.
  • Current provisional statements, including a 180-day history statement of your current, savings and investment deposit account.
  • Emailing of balances and statements of your PlusPlan and current accounts.
  • Multiple electronic account payments. For example, Telkom and pharmacy.
  • Setting up of repeat and future-dated payments up to 12 months in advance.
  • Pay your tertiary education fees to linked institutions.
  • Inter-account transfers.
  • Increase or decrease your overdraft limit.
  • Email our Customer Contact Centre.
  • Stop payments.
  • Open any of the following electronic investment accounts:
    • Call deposits
    • Notice deposits
    • Fixed deposits
  • You can also perform these transactions:
  • 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.
  • Trade stocks and shares online How do I qualify to open an electronic investment account?
  • You need to be a Standard Bank customer who has a transaction account, for example, current account, linked to your AutoBank, SME, E Plan or MasterCard.
  • Once-off payments
    • Our once-off payment facility allows you to pay both companies and individuals immediately without loading their details to your list of beneficiaries.
    • To be able to make once-off payments you must ensure that you have an electronic account payment (EAP) limit loaded to your accounts.
    • You cannot make more than one once-off payment to the same beneficiary on the same day.
Note that if you have a stand-alone MasterCard-type account you cannot open any electronic investment accounts.

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What must I do 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.

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Can I open a fixed, notice or call deposit account while banking online?
Yes, click on the Investments link and then on the Open Accounts option and select any of the following from the dropdown menu:
  • Call deposits;
  • Notice deposits
  • Fixed Deposits.
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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.
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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.

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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.

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What do I need to 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, log on to Internet banking, click on Account Management then Email and you will be able to view your username and password.

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    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. Remember to check if you are using the correct card number and password.

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    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.

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    How do I update my email address to receive these messages?
    You will need to log on to Internet banking, click on Account Management, click on Email and update your email address. Click on Submit and your next statement will be sent to the new address.

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    How many account payment beneficiaries can I link to my card?
    You can link up to 99 account payment beneficiaries to each card.

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    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, you can link them using the My beneficiaries function, by calling at a branch or by calling our Customer Contact Centre on 0860 123 000.

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    What do I need to link a beneficiary?
    You need the beneficiary's account details, branch name or number, and account number of the beneficiary.

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    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.

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    How do I pay a beneficiary?
    • You will need to load the beneficiary to your list of beneficiaries, refer to How do I load a beneficiary?
    • Log into Internet banking. Click on Payment, select the specified payment option -. Pay now, Pay later, Repeat payments or Tertiary payments. Enter the amount you want to pay next to the beneficiary name and click Submit.
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    How do I setup a repeat payment?
    • Log on to Internet banking. Click on Payment, select Repeat payments. Enter the amount you want to pay next to the beneficiary's name and click submit.
    • 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.
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    What is a company directory index (CDI)?
    The CDI is a list of companies that have an arrangement with us to receive payment on their behalf.

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    What is required to link a CDI beneficiary?
    You need the company name and your reference with the company.

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    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 or Internet banking. For future-dated payments the limit is reduced on the date of payment.
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    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 on to Internet banking. Click on Payment, select Pay later. Enter the amount you want to pay next to the beneficiary's name.
    • Enter the required future date in the date column.
    • You can delete future-dated payments up to 24 hours before the selected payment date - but not on the date of payment.
    • You can also amend, delete and view these payments.
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    What is the tertiary education fee payment facility?
    Students can pay their tertiary education fees through Internet banking without linking the account as a beneficiary.

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    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 My profile option or on the payment screens.
    • Transfers between accounts do not have set limits.
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    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.
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    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 24 hours to be cleared.
    • If the account is held at another bank, payments take about three business days.
    • Any payments into a MasterCard account will be reflected the next business day.
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    What are once-off payments?
    • Our once-off payment facility allows you to pay both companies and individuals immediately without loading their details to your list of beneficiaries. To be able to make once-off payments you must ensure that you have an electronic account payment (EAP) limit loaded to your accounts.
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    How do I increase my overdraft limit?
    • You must have a personal current account, as you can only apply to increase the limits on your personal current account.
    • If your limit is increased the funds are available for use immediately.
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    What happens after I apply to have my overdraft increased?
    Your limit is increased and the funds are available immediately. If the requested limit exceeds the maximum limit allowed, we can make a counter offer, which you can either accept or decline.

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    What do I do if my request is declined?
    You can query declined requests at your branch.

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    Can I load a stop payment?
    You can stop payment on cheques and debit orders.

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    What options do I have regarding my investment account?
    Standard Bank customers who have a transaction account, for example, current account, linked to your AutoBank, SME, E Plan or MasterCard, now have the option to:
    • Open any of these 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.
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    Can I change the beneficiary details of my investment account online?
    You can amend your beneficiary details by selecting the required account, the "Investment" option and "Manage investments".

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    How can I assure myself that the email decoder is the genuine Standard Bank decoder?
    We only provide the decoder on our secure site. For your protection we 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.

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    What is My Notification?
    My Notification is an SMS security feature that will update you through an Instant SMS notification if the following actions are performed:
    • Log on to Internet banking
    • A new beneficiary is loaded
    • Beneficiary details are amended


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    How do I register for My Notification?
    Go to the My Notification section in the navigation bar on the left. You will need to provide your cellphone number and select the services you require. An activation code, which you will need to enter in the activation section, will be sent to your cellphone. Once this is completed you will be registered for the My Notification service.

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    How much does it cost?
    This is a free service.

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    How do I access my unit trusts on internet banking?
    • Log on to Internet banking
    • Click on “My unit trusts” on the left-hand menu
    • Select the service you want to use.
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    What services does the “My unit trust” service offer me?
    You can:
    • Check your STANLIB unit trust balance
    • Switch between existing STANLIB unit trust funds
    • View and print a STANLIB unit trust provisional statement
    • View and print daily STANLIB unit trust prices
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    What must I do to link my existing unit trust accounts to my card?
    You need to call the STANLIB call centre on 0860 123 003. Its operating hours are: Monday to Friday from 8am to 5 pm and Saturday from 8.30am to 11am

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    Can I open a unit trust account on Internet banking?
    No, You need to contact the STANLIB call centre on 0860 123 003. Its operating hours are:
    Monday to Friday from 8am to 5 pm and
    Saturday from 8.30am to 11am

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    How many unit trust accounts can I link to my card?
    You are able to link all your unit trust accounts but you can only view 10 accounts at a time.

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    What statements can I get online?
    Only provisional statements will be provided on Internet banking and six months’ transactions will be provided. No history statements are provided online.

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    How do I download a CSV format statement?
    Double-click on the CSV link at the top of the statement and it will open the page as an Excel document.

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    Can I switch between different unit trust funds?
    Yes, you can switch units or rands between accounts linked to your card.

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    How many switches can I make in a day?
    You can make more than one switch in a day but you cannot switch more units/ rands than you have in your account.

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    Can I view unit trust prices on Internet banking?
    Yes, by clicking on “Unit trust prices” option at the top menu.

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    Can I link my unit trust account as a beneficiary?
    Yes. You can link your unit trust account as a company beneficiary.

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    Can I buy unit trusts on Internet banking?
    No, this option is not available on Internet banking.

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