Frequently Asked Questions (FAQs)

General

1. What is eStatement and who is it for?
2. Why should I choose eStatement?
3. Do I have to pay for using eStatement?
4. How do I register for this service?
5. Will I be required to register all my credit cards individually?
6. What do I need to be able to use this service?
7. I'm a Macintosh user. Will I be able to access Standard Chartered eStatement?
8. I do not have the Acrobat Reader software. How can I get it?
9. I am using a lower version of the Acrobat Reader software. What do I do?
10. How soon will I get my credit card statement via email after registering?
11. What should I do if my email address changes?
12. What should I do if I want to unregister myself from the eStatement service?

Security Measures

1. What security measures are being used by Standard Chartered eStatement?
2. What precautions can I take for eStatement?
3. What is encryption and how is it used to protect my information?
4. What is the meaning of the padlock displayed at the bottom of the browser?
5. What should I do if I have forgotten my Access Code?
6. What should I do if I suspect that my Access Code has been stolen or exposed to others?
7. What should I do if I suspect there are unauthorized requests for my online statement?
8. What should I do if I’m not able to view my card statement even after I have keyed in the correct Access Code?

Trouble Shooting

1. What can I do if my Internet browser frequently hangs?
2. Who can I call if I have technical problems in using Standard Chartered eStatement?
3. What should I do if I see the message "This program has performed an illegal operation ..." ?
4. What should I do if I do not get a response after clicking on a hyperlink?
5. If the system does not respond after I submit the request, how can I know whether the request has been processed?
6. Why is the service so slow?
7. I received an error message stating "Java" or "JavaScript" not enabled. What does it mean?

General

1. What is eStatement and who is it for?
   eStatement is an innovative service tailored for all Standard Chartered (Brunei) Credit Cardmembers. With Standard Chartered eStatement service, cardmembers are able to receive their monthly credit card statements via email.
   
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2. Why should I choose eStatement?
   It’s so easy to use. And its FREE!

   It’s safe and easy
   Using your personal access code, you can opt for this service with confidence, knowing that your records remain safe with us.

   It’s convenient
   You can access your monthly credit card statement from the comfort of your home or office. In addition to that, your credit card statements can now be very easily saved and stored in your computer.

   It’s worldwide access
   As long as you can access the Internet with the recommended software, you can access your Standard Chartered credit card statement from anywhere in the world.

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3. Do I have to pay for using eStatement?
   No, eStatement is currently available free of charge.
   
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4. How do I register for this service?
   You can register online by clicking here. Registration will be completed in a few simple steps.

   Alternatively, you can call our Phone Banking Centre at 265 8000 or visit any of our outlets.

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5. Will I be required to register all my credit cards individually?
   No. All you need to do is register one of your valid credit cards, and the rest will automatically be registered for you.
   
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6. What do I need to be able to use this service?
   To use this service, you will need the following:
   

   Hardware	Software	Others
   Personal Computer with Pentium 1 or higher	Windows 2000 / NT	A valid email account
   32MB Ram or above	Windows XP (with Virtual Machine for Java installed)	A self-defined access code of at least 8 alphanumeric characters
   28.8Kbps or higher Internet connection SVGA monitor	Acrobat Reader software 5.0 or above "Java" and "Java Script" enabled browsers (refer to Trouble Shooting Section for the detailed steps)

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7. I'm a Macintosh user. Will I be able to access Standard Chartered eStatement?
   Yes, provided that your system meets the minimum requirements.
   
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8. I do not have the Acrobat Reader software. How can I get it?
   You can download it here.
   
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9. I am using a lower version of the Acrobat Reader software. What do I do?
   You can download the upgraded version from here.
   
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10. How soon will I get my credit card statement via email after registering?
    You should start receiving your credit card statement via email the month after registering.
    
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11. What should I do if my email address changes?
    All you need to do is complete our Change Request and Service Cancellation Form.
    This form is available online at www.sc.com/bn and at any one of our outlets.

    You can also call our Phone Banking Centre at 265 8000.

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12. What should I do if I want to unregister myself from the eStatement service?
    All you need to do is complete our Change Request and Service Cancellation Form.
    This form is available online at www.sc.com/bn and at any one of our outlets.

    You can also call our Phone Banking Centre at 265 8000.

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Security Measures

1. What security measures are being used by Standard Chartered eStatement?
   Standard Chartered has adopted comprehensive security measures to safeguard your use of the eStatement service.

   Customer Authentication with Access Code
   Your online statement can only be accessed with your personalised Access Code.

   Strong End-to-end Encryption
   The Bank has adopted a Secure Socket Layer (SSL) 128 bit end-to-end encryption technology that provides Triple-DES encryption to protect the privacy and confidentiality of all information transmitted between your Personal Computer browser and the Bank’s systems through the Internet, from the moment you log-in to the moment you log-out.

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2. What precautions can I take for eStatement?
   Safeguard your Access Code
   • Never reveal your Access Code to anyone
   • Do not use easy-to-guess numbers, such as your birthdays and phone numbers, as your Access Code
   • Change your Access Code regularly
   • Always memorise your Access Code. Try not to write it down. If you cannot remember the code, you should always disguise the password and keep it in a safe place separate from where you keep your card account details
   • Remember to disable your auto-complete function on your browser, as this will make your Access Code automatically available to anyone having access to your system.
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3. What is encryption and how is it used to protect my information?
   Encryption is a security process that scrambles information for transmission at one end, and then decodes it for receipt at the other end. Encryption is used to prevent unauthorised access to your statements.
   
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4. What is the meaning of the padlock displayed at the bottom of the browser?
   It signifies the Secured Socket Layer (SSL) encryption technology deployed by Standard Chartered to protect all your information transmitted between your Personal Computer browser and the Bank’s systems over the Internet. Because your browser supports the security protocols used by our site, a pad lock icon is displayed on the status bar while you are using Standard Chartered eStatement.
   
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5. What should I do if I have forgotten my Access Code?
   If you have forgotten your Access Code, you can either walk in to any one of our outlets or call our Phone Banking Centre at 265 8000 for assistance.
   
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6. What should I do if I suspect that my Access Code has been stolen or exposed to others?
   You would need to change your Access Code immediately. To do that, you need to complete our Change Request and Service Cancellation Form. This form is available online at www.sc.com/bn and at any one of our outlets.

   You can also change your access code by calling our Phone Banking Centre at 265 8000.

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7. What should I do if I suspect there are unauthorised requests for my online statement?
   You would need to change your Access Code immediately. To do that, you need to complete our Change Request and Service Cancellation Form. This form is available online at www.sc.com/bn and at any one of our outlets.

   You can also change your access code by calling our Phone Banking Centre at 265 8000.

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8. What should I do if I’m not able to view my card statement even after I have keyed in the correct Access Code?
   Should you encounter any difficulties viewing your card statement, please call our Phone Banking Centre at 265 8000.
   
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Trouble Shooting

1. What can I do if my Internet browser frequently hangs?
   You may need to check:
   • Whether your Personal Computer meets our recommended minimum hardware requirements
   • Whether your Personal Computer is running many other applications at the same time
   • Whether the connection between the Personal Computer and the modem and that between the modem and the telephone line are proper
   • You can try upgrading your Personal Computer's Virtual Machine for Java
   • You may need to contact your Personal Computer technical support if the above steps do not solve your problem.
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2. Who can I call if I have technical problems in using Standard Chartered eStatement?
   You will need to contact your Personal Computer technical support for assistance.
   
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3. What should I do if I see the message "This program has performed an illegal operation ..." ?
   This message may be displayed when there is a problem with your browser or any of the programs running in your Personal Computer at the time.

   You should seek technical advice from your Personal Computer technical support team.

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4. What should I do if I do not get a response after clicking on a hyperlink?
   Firstly, you should check your modem settings or the connection to your Internet Service Provider (ISP). Secondly, you could try to attempt another connection later as the problem may be due to the congestion in the Internet.

   If you find that the connection to your ISP and the Internet is working fine and you are still experiencing problems, you should sheek technical advice from your Personal Computer technical support or call our Phone Banking Centre at 265 8000 and speak to any Customer Service Representative for assistance.

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5. If the system does not respond after I submit the request, how can I know whether the request has been processed?
   You can call our Phone Banking Centre at 265 8000 and ask any Customer Service Representative for confirmation.
   
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6. Why is the service so slow?
   The response time is mainly affected by several factors, including
   • the speed of your modem connection
   • the speed / configuration of your Personal Computer, and
   • the amount (volume) of network traffic over the Internet at the moment you are using the service
   
   You may consult your vendor/service provider for the appropriate configuration/settings if the response time is much slower than what you normally experience with the Standard Chartered eStatement.
   
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7. I received an error message stating "Java" or "JavaScript" not enabled. What does it mean?
   Due to the requirements of the service, "Java" and "JavaScript" must be enabled in your browsers. If you are using Internet Explorer 6.0, you can resolve this problem by going through the following steps:
   1. Click [Tools]
   2. Select [Internet Options]
   3. Select [Security] Tab
   4. Select [Custom Level …] button
   5. Under [Reset Custom Settings], select [Medium]
   6. Click [OK]
   
   Please refer to [HELP] contents of your browser for other versions.
   
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