Stay ahead of scammers with Trust Call
No need to second-guess if it’s really us when we call. With Trust Call, you can identify and manage unknown incoming calls to determine whether it might be a scam or not.
How it works
- When you’re on a call with someone from Standard Bank, a pop-up message will inform you that you are speaking with a verified agent of the bank.
- When you’re on a call that can’t be verified, an awareness prompt will pop up to notify you that we can’t verify the call, and the prompt will provide educational information on common tactics used by scammers to persuade customers.
- The awareness prompt provides you with options to contact the Fraud Centre, sign out of the Banking App or select “I know this caller” if you know the person calling you.
How to get it
- Ensure you have the Standard Bank App installed on your mobile device
- You’ll know that you need to grant permission when you receive a prompt upon successful sign-in on the Banking App
- The prompt will provide you with details of why you need to grant permissions
- IOS: when you tap “Continue”, you’ll receive a confirmation that you successfully enabled your device
- Android: when you tap “Manage Permissions”, you’ll be directed to the Permissions screen to either select “Allow” or “Don’t Allow”
- If you selected “Allow”, you’ll receive a confirmation that you successfully enabled your device
- If you selected “Don’t Allow”, you’ll be able to continue banking; however, you’ll get a prompt upon sign-in
- When you tap “How it works”, you’ll get details on the Trust Call process. You’ll then select “Continue” and get a confirmation that you’ve successfully enabled Trust Call on your device
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How it works
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How to get it
- When you’re on a call with someone from Standard Bank, a pop-up message will inform you that you are speaking with a verified agent of the bank.
- When you’re on a call that can’t be verified, an awareness prompt will pop up to notify you that we can’t verify the call, and the prompt will provide educational information on common tactics used by scammers to persuade customers.
- The awareness prompt provides you with options to contact the Fraud Centre, sign out of the Banking App or select “I know this caller” if you know the person calling you.
- Ensure you have the Standard Bank App installed on your mobile device
- You’ll know that you need to grant permission when you receive a prompt upon successful sign-in on the Banking App
- The prompt will provide you with details of why you need to grant permissions
- IOS: when you tap “Continue”, you’ll receive a confirmation that you successfully enabled your device
- Android: when you tap “Manage Permissions”, you’ll be directed to the Permissions screen to either select “Allow” or “Don’t Allow”
- If you selected “Allow”, you’ll receive a confirmation that you successfully enabled your device
- If you selected “Don’t Allow”, you’ll be able to continue banking; however, you’ll get a prompt upon sign-in
- When you tap “How it works”, you’ll get details on the Trust Call process. You’ll then select “Continue” and get a confirmation that you’ve successfully enabled Trust Call on your device
Frequently asked questions
What should I do if I receive a pop-up indicating that a call cannot be verified?
- Contact Fraud: You will need to hang up the call first to directly initiate a call to the Fraud Team. You can also visit the Help Centre on the Banking App to initiate a chat.
- Sign Out: Signs you out of the Banking App.
- I Know This Caller: Closes the pop-up message without taking any additional action so you can continue banking.
How do I activate Trust Call on my Android device when I have previously selected “Don't Allow”?
- Select “Manage Permissions” to be directed to your device settings
- Select "Permissions" on the app info screen
- Select "Phone" to be directed to the phone permission screen
- Select "Allow" or "Don't Allow”
- Select the back arrow on the top left of the screen to navigate back to the Banking App
Why do I have to give the Banking App permission to make and manage phone calls?
- To detect incoming calls on your cellphone to help avoid banking call scams.
Will the bank be recording or listening to my calls?
- No. We will never record or listen to your incoming or outgoing calls.
Is this data used for marketing?
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No, this feature is not used for marketing purposes.
Will scam callers or numbers be blocked once I activate this feature?
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We will not block any numbers. Instead, we will send pop-up notifications to ensure you are cautious while you’re using the Banking App while on a call.
Why was I signed out of the Banking App while being on a call with the Fraud Department?
- We will sign you out of your app after pro-longed inactivity to prevent your banking from being compromised.
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