Mobile Banking

  • Question: What username and password should I use to login?

    Answer: You can use the username and password of your Online Banking. We make sure everything is simple and convenient, so you do not need to remember another set of username and password. If you have not applied for an Online Banking service, please use your computer and log into www.sc.com/cnto register.

  • Question: Are there any other approaches to log into the Mobile Banking except for using username and password?

    Answer: You can activate for yourself the fingerprint login service in the Mobile Banking to replace the username-and-password login. Login is only one click away.

  • Question: What models of mobile phone support fingerprint login?

    Answer: Currently, the service is only available on the following models of Apple and Samsung mobile phones with fingerprint sensor: iPhone IOS system: iPhone 5S and above ,, iPad Mini 3 and above, iPad Air 2 and above, and iPad Pro Android system: Galaxy S5 and above, Galaxy Note 4 and above, Galaxy A8 and above

  • Question: If I don’t need fingerprint login, how do I cancel it?

    Answer: After activating the fingerprint login, you can still log into the Mobile Banking with your username and password. If you want to disable the fingerprint login service, firstly log into the Mobile Banking and then select More>Set Fingerprint Password >Disable.

  • Question: I find “Enquiry” and “Transfer” functions in the Mobile Banking. Can I learn more about them?

    Answer: “Enquiry” and “Transfer” are two handy functions of the Standard Chartered Mobile Banking, bringing financial management at your fingertips. “Enquiry” allows you to briskly browse bank account information and transaction records while "Transfer" makes the transfer and payment like a breeze. These functions are simple and convenient without any complex terminology.

  • Question: What is the difference between the records in “Enquiry” and “Transfer”?

    Answer: “Enquiry” will show you successful transactions and those that you have set up and remain to be executed in the Online Banking and the Mobile Banking. “Transfer” shows the transactions you have set up in Online Banking and the Mobile Banking and their status.

  • Question: How do I perform transfer in Mobile banking?

    Answer: Login Mobile banking, click Move, choose “to”, “from” accounts (you need to register payee information through online banking first), input transfer amount, enter ATM PIN & OTP accordingly to complete the transfer transaction.

  • Question: How long can I trace back the transaction history in “Enquiry”?

    Answer: You can retrace the transaction history within one month.

  • Question: In “Enquiry”, why can’t I find some transactions that have been completed in the Online Banking or the Mobile Banking?

    Answer: Requests successfully submitted after 22:00 in working days or during the holidays will not show up in “Enquiry” until next working day, but the account balance will be updated in real time.

  • Question: Is my new payee in the Online Banking available in the Mobile Banking?

    Answer: Yes.

  • Question: How do I add/delete a payee?

    Answer: Payee cannot be deleted via the Mobile Banking. You can log into your Online Banking to add/delete.

  • Question: What can I do in “My Settings” section?

    Answer: You can set account name and select the personalized icons we have created for you.

  • Question: Can I use my credit card in the Mobile Banking?

    Answer: No for the time being.

  • Question: Does the Investment Product Transaction module in the Mobile Banking support Chinese and English?

    Answer: It only supports Chinese temporarily. Please select Simplified Chinese from the language bar of login interface and then login.

  • Question: What mobile phone models does the Investment Product Transaction module of Mobile Banking support?

    Answer: It can be used on Android-based smart phones (e.g. Hua Wei, Samsung, etc.) and iPhones.

  • Question: How do I log into the Investment Product Transaction module in the Mobile Banking?

    Answer: Use the existing Online Banking username and password to log into the Standard Chartered Mobile Banking, and then click on the “Investment Products”.

  • Question: What types of transactions does the Mobile Banking Investment Product Transaction module support?

    Answer: You can subscribe for, redeem, convert, cancel or open a dollar cost averaging plan via the Mobile Banking Investment Product Transaction module. You can also enquire all settled / cancelled / rejected transaction records for any consecutive 3 months within a one-year period.

  • Security Tips

    Under any circumstances, keep your login username and password properly. Protect your phone.
    If you need to step away temporarily or if the transaction has been completed, logout promptly.
    Regularly check account balance and transaction records.
    Do not store passwords in your phone.
    If your phone is lost, notify Standard Chartered Bank (the “Bank”) immediately to suspend your Mobile Banking service and ensure the security of your account.

  • SMS Banking

    About the Service
    • What is SMS Banking?

      SMS Banking is a safe & convenient service provided by the Bank via the mobile phone.It provides two types of services, one is the SMS Alert Service and the other is the SMS Interactive Service.

      The SMS Alerts Service allows you to receive relevant SMS Alerts which are pre-selected by the individual user.

      SMS Interactive Service allows you to trigger various account services by sending instructions to Standard Chartered Bank via SMS.

    • Why shall I choose SMS Banking?

      SMS Banking is easy to apply and use, anywhere and anytime. By signing up for this service, you can access your Standard Chartered Bank account 24 hours a day, wherever you are.

      The bank does not currently charge our customers for this service.Customers only need to pay their mobile bills to their respective mobile operators.

    • Is SMS Banking a 24-hour service?

      Yes, it is.

    • Can I use SMS Banking abroad?

      Yes you can, as long as your SMS operator provides overseas mobile services.

    • What functions dose SMS Banking have?

      Currently, our SMS banking has below services:

      1. SMS Banking Alert Service
        • Transaction Alert
          • Counter Cash Deposit and Withdrawal Alert
          • Counter Foreign Currency Exchange Alert
          • Counter Outward Remittance Transaction Alert
          • Salary Transaction Alert
          • Fund Transfer Alert
          • Investment Products Transaction Alert
          • Phone Banking IVR Transfer Alert
          • Inward/Outward Transfer Alert
          • Unsecured Personal Loan Drawdown and Repayment Alert
        • Time Deposit Rollover Alert
        • Early Uplift Time Deposit Alert
        • Birthday Alert
      2. SMS Banking Interactive Service
        • Balance Enquiry
        • PIN Change
        • Help (Message Format)
        • Unsubscribe SMS Banking Service
        • Unsubscribe Pull Service
        • Unsubscribe Alert Service
        • Unsubscribe Specific Alert Service

    • Is SMS Banking Safe?

      Customer can only perform enquiries on their own accounts after registering and activating our SMS Banking service. Funds Transfer is not available via SMS Banking.

      After verifying the identification, customer can apply for this service in our branch or via our Customer Service Hotline.

      There are 3 layers of firewall in the SMS Banking management platform, ensuring the safety of our operational environment.

      Any information being transmitted will be encrypted to ensure customer information is safe and the message sent by the customer to SMS Banking cannot be hacked.

    How To Apply
    • Who can apply for this service?

      If you are the Bank’s customer with at least one personal savings account and you have registered your mobile phone number with our bank, you can apply for this service.

    • How do I apply for this service?

      You can apply for the SMS Banking Service by calling our customer service hotline 800820808(landline)/ 4008888083(mobile), Or visit one of our Branches with your identification (ID card). If you open your account in the Bank for the first time, your SMS Banking Service will be settled within 1 or 2 working days after the application. If you are the existing client not applying for SMS banking service before, your request will be immediately settled.

    • What equipment do I need to use this service?

      You need a mobile phone which can send and receive SMS. You need to register your mobile phone number with our bank to use this service.

    • How do I change my registered mobile phone number?

      To change your mobile phone number, you need to go to one of our branches. Please be noted you will need your original mobile phone number to receive the One Time Passcode (OTP) to verify this transaction.

      Please notice this mobile number change will also affect your other services which need SMS in the Bank.

    • How can I change the language setting for this service?

      Please call our hotline 800-820-8088(landline)/ 4008888083(mobile), or visit the SMS Banking Service section within the Bank’s Online Banking Service to reselect your language preference.

    How To Use
    • What is the SMS Banking Service Number? Do all Chinese mobile operators support our SMS Banking Service?

      • China Mobile: 106575206109527 or 106575587688
      • China Unicom: 106980004008527
      • China Telecom: 106980004008527

    • How do I customize the functions I need and cancel the functions I don't need?

      You can call our Customer Support Hotline 800820808(landline)/ 4008888083(mobile), at any time to customize functions.

    • How do I activate my SMS Banking service after subscribing?

      After you receive a message confirming you have successfully subscribed to our SMS Banking service, you shall activate the service by replying to the message (in the format shown below) and choosing the 4-digit SMS Banking pin:
      RG [space] 4 digit pin that you want to set as your SMS banking pin.
      For example: RG 1234

    • How do I setup a Nickname for my SMS Banking service after subscribing?

      Please login to SCB online banking, click "SMS Banking" then click "Manage your Account Nicknames".

      Enter your nickname under "Account Nickname", and then click "Apply these settings".

    • How do I make an account balance enquiry?

      Use your mobile phone to create a message and input:
      BE [space] 4 digits pin [space] account last four digits.
      For Example: BE 1234 9876
      Send this message to the SMS Banking Service.
      Number of your mobile phone operator (see above for numbers).

    • How do I get a help message (when I forget the SMS Banking Codes) sent to my mobile phone?

      Use your mobile phone to create a message and input:
      HL [space] 4 digits pin.
      For Example: HL 1234
      Send this message to the SMS Banking Service.
      Number of your mobile phone operator (see above for numbers).

    • What if I forget my SMS banking password?

      If you forget your password, please call our Customer Service Hotline on 800820808(landline)/ 4008888083(mobile). Our call center staff will help you to re-activate your SMS banking service, after which you can reply:
      RG [space] new 4 digits pin
      To re-set your password.

    • How to change my SMS Banking password?

      You could send message PC < Blank Space > old SMS banking password (4 digits) + < Blank space > + new SMS banking password to change your password in production successfully.

      The message should be sent to:

      • China Mobile: 106575206109527 or 106575587688
      • China Unicom: 106980004008527
      • China Telecom: 106980004008527
    • How do I unsubscribe the SMS Banking Service? How do I re-subscribe?

      If you want to unsubscribe the SMS Banking service:
      Use your mobile phone to create a message and input:
      UNSUB [space] 4 digit pin.

      Send this message to the SMS Banking Service via your mobile phone operator as above mentioned.

      If you want to re-subscribe, you can call our Customer Service Hotline on 800820808(landline)/ 4008888083(mobile).

    • Why did I receive a message that did not follow the normal SMS Banking format?

      Please contact our Customer Service Hotline on 800820808(landline)/ 4008888083(mobile) and we will report your problem to mobile operators.

    Account Balance Enquiry
    • What kind of account information could be enquired by SMS banking?

      You could enquiry your saving accounts balance in the Bank.

    eStatement

    • Why can't I find my eStatement email in my "Inbox"?

      Please try to check your "Junk email" box. Your eStatement may be treated as "Junk email" due to your email server security setting.

      To avoid this auto filtering, please add Global.E-Statement-CN@sc.com to your safe sender list.

    • Why does my eStatement not display accurate Chinese characters?

      Just change the language setting in your email box to UTF-8. From the tool bar, select view > encoding > Unicode (UTF-8) in your email box setup.

    • Why can't I open my eStatement in PDF?

      To open the eStatement in PDF format, it is required to use Adobe Reader Version 7.0 or higher. Click www.adobe.com to download the updated version.

    • Why can't I view Chinese characters properly in my eStatement?

      If your eStatement PDF does not show Chinese characters properly, please install Adobe Reader Chinese Simplified Fonts.

    • Can I change or reset my password?

      Please access "eStatement" in online banking. Click "eStatement settings", and "update" your password.

    • Will I still receive my paper statement after my application for the eStatement service?

      Your paper statement will be replaced by your eStatement once you have successfully applied for your eStatement. If you want to resume receiving paper statement, you can come to branch or call our Call Center 800820808(landline)/ 4008888083(mobile) to understand how to do this.

    • What's the difference between "Online and Email Alert" and "Online and Email Attachment"?

      Online and Email Alert is the newly introduced email alert service launched on 15 Sep 2013. You will receive e-mail notifications to remind you to view e-Statement online when your e-Statement is ready. There is no need to remember your e-Statement password anymore, you could view or download your latest 12 cycles eStatement online.

      Online and Email Attachment is to send your eStatement in PDF format to your email address, while you need input eStatement password to read it. You can also view or download eStatement in online banking.

    • How to view eStatement online?

      Login to Standard Chartered online banking with your user name and password. Then click "eStatement" in left menu and click "View eStatement" to view or download up to 12 cycle’s eStatement.

    • How to change my e-Statement option for the subscription to "Email Alert"?

      There are 3 steps to follow:

      Login to Standard Chartered online banking with your user name and password. Then click "eStatements" in left menu and click "Subscriptions" to view your statement option, and click "Change Subscription" to change the option.

      Select "View eStatement Online, get notified via email alerts" to receive email alert, tick "I accept the Terms and Conditions above." and click "Next" to confirm.

      You have successfully updated the information.

    • How to view my e-Statement online if I am not an online banking customer?

      Open Standard Chartered Online Banking, select Online Banking in the navigation menu on the left hand side and click "Register". For registration details, please click here >>

    Online Banking

    About the Service
    • What is Online Banking?

      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.

    • Why should I choose Online Banking?

      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.

    • What are the services available through Online Banking?

      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 related link.

    Applying for Online Banking
    • Who can apply for this service?

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

    • How do I apply for this service?

      There is 2 ways to register for Online Banking:

      • Using your Debit Card Number & Password.
      • Apply for registration using password packet- Receive the Online Banking initial username page and initial login password packet from our branch.

      You can visit our website to apply for the Personal Online Banking service by clicking on "Online Registration" on the Personal Online Banking login page and following the relevant instructions. For detailed registration procedures, please click here.

    • What do I need in order to use this service?

      You need to know your saving account number & password packet or 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 Pass code (OTP) via SMS. The mobile number needs to be pre-registered with our Bank.

    Registration using Debit Card and Password
    • What is the advantage of using Debit Card number to register?

      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 to receive OTP 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.

    • Why can't I register Online Banking by using my Debit Card?

      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).

      The Debit Card that is inactivated or locked cannot be used for Online Banking registration.

    • Why has my Debit Card been locked when I use it to register for Online Banking or reset a password?

      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.

    • Why have I received the error message, "Sorry, we cannot process your request. Please call 800820808 for help" when I use my Debit Card to register for Online Banking or to reset password?

      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 (landline)/ 4008888083(mobile) to remove the restriction. For safety reasons, you can only remove the restriction once a month and the removal take effect the next day.

    Registration using Online Banking Password Packet
    • What is an Online Banking Password Packet? What does it look like?

      It is a paper envelope containing the initial password that the customer will use to log into the Online Banking. When log into the Online Banking for the first time, the customer need to use the initial password and initial username on the page of “Online Banking Password packet Registration”.

    • How to obtain the initial username and initial login password of the Online Banking?

      You need to bring your ID card to the Bank to apply for the Online Banking password packet.Your initial username will be recorded in the "Online Banking Initial Login Username" section of the “Online Banking Password Packet Registration”. Password packet applied after 16:30 during working days or during weekends will be valid after one working day you need to register within 30 calendar days, or the password packet will be invalid.

    • How do I log into the Online Banking for the first time using the initial password packet?

      You can directly log into the Online Banking using the initial login username and password. Once you entered the correct initial username (9 digits) and password (8-digit combination of letters and numbers), the system will require you to read and agree to the corresponding terms of service, and then you can set a new Online Banking login username and password. After the successful setup, you can log into the Online Banking with the newly set username and password.

    • What should I do if my Online Banking password packet is lost? How do I report my loss?

      Please call our customer service hotline at 800-820-8088 to report the loss immediately. Your Online Banking will then be suspended, no one can use it until you go to our branch in person to restore the Online Banking service or to apply for a replacement of the Personal Online Banking initial password.

    Browsers Supported
    • Which Browsers Support Our Online Banking Service?

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

      • IE 7.0
      • IE 8.0
      • IE 9.0
      • Chrome 5.0
      • Fire Fox 3.6.13
      • Safari 5.0 (Windows)
      • Macbook Safari
    How to Log-in
    • What is Username and password for log-in?

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

      Do not use your Debit Card Password and Phone banking Password as Online Banking login Password.

    • What should I do if I have forgotten my Username/password?

      If you forget your username, please call Customer Service Center, 800-820-8088(landline)/4008888083(mobile); 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.

    • Will my access be locked after multiple unsuccessful attempts? How can I get it unlocked?

      To ensure your security, access to your account via Online Banking will be locked after 3 unsuccessful attempts. You can have it unlocked by calling our Customer Service Center or by visiting any of our branches.

    • Can I change my password?

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

    • What should I do if I suspect that my password has been stolen or exposed to others?

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

    Account Information Enquiry
    • What information about my accounts I can get from online banking?

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

    • What is the use of the Mailbox in the Personal Homepage?

      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.

    Change Mobile number
    • How to change my registered mobile number?

      Registered mobile number is the key element receiving the One Time Password (OTP), you could login online banking , visit any branch to change or call Customer Service Center, 800-820-8088(landline)/4008888083(mobile) to change mobile number.

    Fund Transfer
    • What kind of Funds Transfers can be conducted via Online Banking?

      Internal Funds Transfers between own Savings Account within the Bank (same currency).

      Third Party Funds Transfers to other people's accounts within the Bank (CNY only).

      Third Party Funds Transfer to an outside banks (CNY only).

      Overseas Telegraphic Transfer

    • Are there any pre-requisites for using Interbank Funds Transfer through Online Banking?

      Register Online Banking. Enable the Online Payment function by visiting one of our branches with your personal ID.

      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. Have on hand the Mobile Phone (with number registered by the Bank) available for receipt of the One Time Password (OTP).

    • How long does it take for payments to be processed?

      Depending on the payment:

      • Funds Transfers between own Savings Accounts within the Bank
        Real-time
      • Third Party Funds Transfers to other people's accounts within the Bank
        Real-time
      • Third Party Funds Transfer to outside Banks
        Online Banking accepts your request 24 x 7.
      • For processing time, please refer to the following schedule:
        Requests successfully submitted with amount less than or equal to CNY 50,000 and are marked with "Normal" status: between 9:00 am and 3:15 pm the same working day.
        Requests successfully submitted with amount less than or equal to CNY 50,000 and are marked with "Urgent" status: between 9:00 am and 4:30 pm the same working day.
        Requests successfully submitted with amount more than CNY 50,000: between 9:00 am and 4:30 pm the same working day.
        Requests successfully submitted in non above working hours will be handled during the next working day.

      • Is there a maximum limit on the transfer amount?
        • Funds Transfers between own Savings Accounts within the Bank
          There is no limit on Funds Transfer between Own Savings Accounts within the Bank.
        • Third Party Funds Transfers within the Bank and outside the Bank
          It depends on customer‘s Online Banking daily limit.

        The Online Banking daily limit is calculated as the sum of oversea telegraphic transfer ,all Internal Funds Transfers to third party accounts within SCB, Funds Transfers to third party accounts within other local banks, Online Payments and Bill Payments.

        User could set daily funds transfer limit in online banking settings& preferences, it shall not exceed the following limit: Priority Banking & Priority Private Wealth Customers: RMB 1,000,000
        Personal Banking Privileged Plan Customers: RMB 200,000
        Personal Banking Customers: RMB 100,000

      • Can foreign currency be transferred via Online Banking?

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

      • How do I know when my Funds Transfer is successful or not?

        Refer to the status in the Transfers History Tab under the "Transfers" section in Online Banking. If the Status is "Successful" then the domestic 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.

      • What’s the difference of 3 type OTT charges (our, beneficiary, share)?

        Our: OTT handling fee, cable fee, correspondent bank charge are to be borne by the remitter, fee will be deducted from remitter’s saving accounts;

        Beneficiary: OTT handling fee, cable fee, correspondent bank charge are to be borne by the beneficiary , fee will be deducted from the OTT transfer amount;

        Share: OTT handling fee, cable fee, are to be borne and deducted from remitter’s saving accounts, correspondent bank charge is to be borne by the beneficiary and deducted from the OTT transfer amount

      • Can money be transferred to any other bank in China?

        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.

      • Why did I receive the message "The remitter's account is restricted"?

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

        Please call our Customer Service Hotline at 800 820 8088 (landline)/400-888-8083(mobile)for further assistance.

      • Why did I receive the message "failed due to insufficient funds"?

        If the total amount of Remittance and Transaction Fee is more than your available 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.

      • Why did my Third Party Funds Transfer fail?

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

        Payee's Name
        Payee's Account Number
        Full name of Payee's Bank and Sub-branch
        The related transaction fee (if any) is non-refundable after Transfer fail.

      • Why did I receive the message "Transaction timeout"?

        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 (landline)/400 888 8083(mobile) to enquire about the issue.

      • What is the transaction fee for Inter-bank fund transfer through Online Banking?

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

      • What should I do if I do not receive the One Time Passcode (OTP)?

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

        Your SMS Mailbox is full.
        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.
        If you still cannot receive the OTP please contact our Customer Service Hotline at 800 820 8088 (landline)/400 888 8083(mobile) for further assistance.

      Bill Payment
      • How do I apply for this Service?

        There are two pre-requisites for this service:

        You must be our Online Banking customer.
        You must enable the e-payment function.
        The Bill Payment service is only available to pay utility bills and mobile top-up in Shanghai.

      • What kind of Utility Bills can be paid through Bill Payments of Online Banking?

        All Shanghai City Utility Bills are available, including:

        • Water Bills
        • Electricity Bills
        • Gas Bills
        • Land-line Phone Bills
        • Mobile Account Phone Bills
        • Top-up Prepaid Mobile Account
      • Are Bill Payments real-time via Online?

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

      • What if my Utility Bill payment paid twice?

        All Utility Bills are immediately deducted from your bank account.

        For any duplicate payments please call our Customer Service Hotline 800 820 8088 (landline)/400 888 8083(mobile) to assist you to follow-up with the utility company.

      • How do I know whether my Bill Payment has been successfully paid?

        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.

      • How long it will take for a Bill Payment to arrive at the Utility Company?

        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.

      • Why there is an SMS One Time Passcode (OTP) required when making payments?

        When each transaction is made through our Online Banking, you will receive an OTP to your registered mobile phone number to verify your identity. A transaction can only be completed once the correct OTP is entered, which is to ensure the security of your account.

        If you have not registered a phone number, please call our customer service center or go to our branch so that our staff will help you register one.

      • How can I view my Bill Payments Transaction History via Online Banking?

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

      • What types of accounts can be used to perform Bill Payments via Online Banking?

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

      Online Payment
      • How do I setup access to Online Payment?

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

        Then you need to register for access to the Bank’s Online Banking and apply for e-payment access.

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

      • How do I track my Online Payment Transaction history?

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

      • What should I do if the payment result at SCB is "success" but the result at merchant site is "fail"?

        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.

      • How does SCB ensure the Security of the Online Payment function?

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

        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.

      • How do I know whether my payment was successful? Just login to SCB online Banking and check whether under Online Payment Transaction History tab your payment was success.
      • What's the major reason for an unsuccessful payment?

        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(landline)/400-888-8083(mobile).

      • How do I modify or cancel my Online Payment Order?

        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).

      • If a payment request has been submitted, but my computer system fails, how to I check if my payment was successful?

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

      • After I submit a payment request, there is no pop-up page for the payment. Why?

        Usually this occurs when there is an error in the program directing the request from the merchant site to the Bank’s site.

        Please contact the merchant or the Bank.

      • What if I accidentally submitted the same order twice? Is it possible to create duplicate payments?

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

      • What is the Online Banking Payment Daily Limit for each customer?

        The Online Banking Daily Limit is as follows:

        For Priority Banking & Priority Private Wealth Customers is RMB 1,000,000, Personal Banking Privileged Plan Customers is RMB 200,000 and Personal Banking Customers is RMB 100,000. 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.

      • What is the SMS One Time Passcode (OTP) required during my payment transaction?

        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.

      • Are there any security tips for online payment?

        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.sc.com.cn/en) to prevent straying into hacking websites.

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

      • Are there any fees charged in using the Online Payment?

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

        There will be no fees charged by SCB for personal customers in making online payment and receiving one time password (OTP) via SMS.

      • Why should I record down the order number before payment?

        In process of payment, please record down order number. If you need to check the result of the specific transaction on either the merchant or the Bank side, you will have to provide this order number. Without it, the enquiry will be very difficult.

      Global Link

        Please note that for the purpose of this FAQ, the country which you login from is called the Origin Country and the country/s which you add to the Global Link service is called the Destination Country/s.

        The Customer Service Hotline for those countries which offer Global Link service:

        • China: 800 820 8088 (landline) /400 888 8083(mobile)/86 755 25892333 (areas outside China)
        • HK Hotline: (852) 2886 8868
        • Singapore: (65) 1800 747 7000
        • India: (91) 1800 345 1000/ 011 3940 4444/ 3940 4444/ 6601 4444
        • Malaysia: (60) 1300 888 111
        • Pakistan: (92) 111 002 002/ 0800 66 666
        • United Arab Emirates: (971) 65916160
        • Thailand: (66) 1595
        • Bahrain: (973) 17 531 532/ 80001 802
        • Indonesia: (62) 57 9999 88 or 68000 from mobile
      • What is Global Link? Can I access my accounts all over the world through using this function?

        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.

      • How do I add a country to the Global Link service?

        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 your identification 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.

      • Are there a maximum number of countries I can add to the Global Link service?

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

      • What can I do if the account for the selected country gets locked out when trying to add a country 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.

      • What other features are available under Global Link?

        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
      • Who should I call if I am facing problems with the Global Link service?

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

      • I had successfully linked a country but now cannot see it in Global Link?

        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 online banking Mailbox of the host country whenever the destination country is automatically deleted so you can check the mailbox for that notice.

      • What should I do if I have received a notification that my account was added to a Global Link service but I am unaware of it?

        Please immediately change your Online Banking password.

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

      • I see a message that my linked country accounts are not available. What does this mean and what can I do?

        You should try again later.

        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.

      Security
      • How secure is this service? What security measures are being used by this service?

        This service employs the 2048-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 2048-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.

      • What is "Two-Factor-Authentication (2FA)"?

        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:

        The Online Banking user name & Password.

        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.

      • How can I keep my Online Banking Account secure?

        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 recognized 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. If you really have to, please pay attention to protect your debit card number & password, 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.

      • What should I do if I suspect there are unauthorized transactions on my account?

        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 your password or call our Customer Service Center 800-820-8088(landline)/400-888-8083(mobile) to suspend the account immediately.

      • How do I safeguard and protect my password?

        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.

      • What is the Minimum System Requirement?

        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:
        IE 7.0
        IE 8.0
        IE 9.0
        Chrome 5.0
        Fire Fox 3.6.13
        Safari 5.0 (Windows)
        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 2048-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.

      Credit Card
      • What is an Online Banking Credit Card?

        It is a new feature of the Bank launched in July 2014, mainly consisting of two major functions which are credit card management and repayment.

      • How to log into the Online Banking and use the credit card when banking online?

        You can use your existing Online Banking username and password to login. If you have not applied for the Standard Chartered Online Banking service, you can use our debit card for easy online registration (only for customers with the Bank’s savings account or debit card), or you can contact your account manager for help. Please refer to the Bank’s website for the detailed registration process.

      • What services can I have via the Online Banking credit card function?

        If you already hold an SCB credit card, you can check your credit card account, card information, transaction history and other information through Personal Online Banking Homepage > Credit Card Management; you can also use Payment & Repayment function to repay your SCB credit card debt from your SCB savings account.

        If you do not have an SCB credit card, you can apply for one through Personal Online Banking Credit Card Management > the Credit Card Application and click on "Apply Now" to apply for our credit card.

      • What services does the credit card management provide?
        • Account Information Enquiry, including the current due amount, unbilled amount, repaid amount, current overdue amount, current minimum repayment amount, final repayment due date, credit limit, credit line available, and card list, etc.;
        • Card Information Enquiry, including the credit limit, credit line available, available cash advance, statement date, and card status, etc.;
        • Transaction Details Enquiry (including the un-issued bill and issued bill), the data displayed including: the transaction date, billing date, cardholder’s name, card number, transaction description, billing currency, billing amount, total number of transactions and total transaction amount.
          Records of the principal card and the supplementary card are displayed separately in columns.
      • How to search for the transactions in my un-issued/ issued bill?

        Billing Transactions

        Click on Card Management Transaction History Enquiry, select the card, and click on “Select Timeframe of Transaction History Enquiry”, select a month in the drop-down box to display its billing transaction. If your statement date is 5th, you will usually see the latest issue of the transaction details after the 6th of the month.

        Unbilled Transactions

        Click on Credit Card Management>Transaction History Enquiry. Click on the “Select Time Frame of Transaction History Enquiry” and the select Unbilled Transactions in the drop-down box to display.Transaction history of the CUP card and the US dollar card are displayed separately. Transaction history of the principal card and the supplementary card are displayed separately.

      • How do I make credit card repayment via the Online Banking?
        • If you have a SCB credit card using the same ID when applying for a debit card, you can click on Payment & Repayment> Credit Card Repayment, and then pay the SCB credit card bill at any time from the SCB savings account. The SCB Online Banking provides two options to repay your credit card: immediate repayment and scheduled repayment.We provide 24 by 7 service, free of charge. Instant repayment will be effective in real time. At present, our Online Banking does not support the repayment for others’ SCB credit card.
        • We recommend that you pay the bill 1 day before the due date, and do not set up repayment through other channels at the same time to avoid duplicate repayments. We will automatically make the repayment on the date you set, please ensure that the account balance is sufficient. If the balance is insufficient, the repayment will fail.
        • The current due amount shown on the Online Banking is the total amount you should repay for the current statement, while the current minimum repayment amount will change in real time and be reduced according to the amount of your repayment.
      • What kind of currency does the Online Banking repayment support?

        Currently, it supports RMB and US dollar repayment in the same currency, that is, using RMB deposit account to repay CUP RMB card and using US dollar deposit account to repay VISA dollar card.

      • If I change my personal information of SCB Online Banking, will it be automatically synchronized with related credit card system?

        No, you need to call our customer service hotline for credit card at 400-820-6663 to update the information.

      • As for the scheduled credit card repayment, when, exactly, will the Bank make the payment deduction? If the scheduled repayment falls on a holiday, will the deduction be brought forward?

        The scheduled repayment will be deducted from your deposit account on the same day (which you set up as a repayment “start date”) each month. Deductions will be made on weekends or holidays as usual.

      • Can I use SCB online credit card service without a SCB credit card?

        Customers without a credit card can log into the Online Banking, then click on Credit Card Management > Account Information and it will show “No credit card, please visit our branch or call customer service center at 800-820-8088(landline)/400-888-8083(mobile) for more help”. You can also click on “Apply Now” to apply for a credit card online.

      • As a cardholder of SCB supplementary card, can I use the Online Banking credit card function?

        A: No.

      Customer Investment Profile
      • What is Customer Investment Profile?

        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.

      • What features are available in Customer Investment Profile module?

        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.

      • What is the validation period for the Customer Investment Profile?

        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.

      • Can U.S. Citizen, U.S. Permanent Resident Card (Green Card) Holder or U.S. Resident perform Customer Investment Profile via online banking?

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

      • Can I update customer investment profile in online banking if I haven’t completed my initial investment profile at branch?

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

      • Which Browsers support the customer investment profile? Can I access to online banking customer investment profile via iPhone and iPad?

        Online Banking customer investment profile is supported by the following browsers

        • IE6.0
        • IE7.0
        • IE8.0
        • IE9.0
        • Firefox 3.6

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

      FAQ on Alipay Express Payment

      • How do I activate the Alipay Express Payment for a SCB debit card?

        If you have not registered for debit card third party e-payment access, please visit any branch with your personal ID to do so. After successfully registered, you need to log on the Alipay website to activate the express payment. For more details, please contact Alipay customer service.

      • How do I activate the Alipay Express Payment for a SCB credit card?

        If you have not registered for credit card third party e-payment access, please call customer service center at 800-820-8088(landline)/400-888-8083(mobile) to register . After successfully registered, you need to log on the Alipay website to activate the express payment. For more details, please contact Alipay customer service.

      • What is the transaction limit for Express Payment with a SCB debit card/credit card?

        Based on the limit set by Alipay platform, the limit set by SCB on Alipay Express Payment is RMB 20,000 per transaction & 50,000 per day, bank can adjust the limit based on business requirements, customer needs or market situation & etc factors where needed Alipay also sets transaction limit for specific merchants.

      • Can any SCB debit card /credit card holders activate the Alipay Express Payment service?

        At present, SCB-Alipay Express Payment service supports an ID card, a Home Visit Permit (including Hong Kong and Macao), an MTP (Mainland Travel Permit for Taiwan Residents) and a passport, so the SBC debit card /credit card holders with the above identifications can sign up for this service.

      • Do I need to visit the bank counter to apply for the Online Banking transfer?

        No. You can use the Alipay Express Payment without the Online Banking, so there is no need to activate the Online Banking E-Payment & Transfer beforehand.

      • Can I pay in foreign currency?

        No. As Alipay Express Payment function needs to be linked to a SCB debit card and currently we have not issued any debit card in foreign currency, you can’t pay in foreign currency via this service.

      • If my debit card is locked, will it affect my Express Payment?

        It will. In the express payment process, we will first check the status of the debit card and only if it’s normal can the Alipay Express Payment be made. However, if it is the password of a debit card that is locked, it will not affect the status of the debit card.

      • Will a debit card/ credit card be locked if wrong Express Payment password is entered?

        No. Express Payment requires only the Alipay password and has nothing to do with the debit card/ credit card password.

      • Will the Bank charge an extra fee for Express Payment?

        No. Under the current service agreement of Alipay Express Payment, customers do not need to bear the transaction costs.

      • How do I track the transaction history of Alipay Express Payment?

        You can find relevant deduction information in the transaction history of your Online Banking account.

      • Will the transaction history of Alipay Express Payment recorded in the Online Payment of the Online Banking?

        No. The Express Payment is not submitted through the Online Banking. But you can enquiry relevant deduction records in your account transaction history.

      • How do I disable the Alipay Express Payment function?

        Pleas log on the Alipay website to disable it, you could also call customer service center at 800-820-8088(landline)/400-888-8083(mobile) or visit our branch to cancel

      • How long will it take for the Alipay Express Payment to become effective after application?

        Effective immediately upon activation.

      • If I change my debit card/ credit card after activating the Alipay Express Payment, will it affect my use of the Express Payment? Will report of loss affect my use?

        If the number of the card linked to your Express Payment is changed, you need to log on the Alipay website to cancel the old card and re-activate this service. If a card is lost, it cannot be used in the Express Payment.

      • If I forgot my Alipay password, do I need to use my SCB debit card number to reset the password?

        No. You can use the process of Alipay to retrieve Alipay password.

      • What can I do for fraudulent bank card cases?

        Please contact customer service center at 800-820-8088(landline)/400-888-8083(mobile) immediately.

      FAQ about CUP Online Payment

      • How do I use the CUP Online Payment of a SCB debit card?

        If you have not registered for debit card third party e-payment access, please visit any branch with your personal ID to do so. When you are paying on a website after successfully registered, please choose the “CUP Online Payment” and then select the type of payment; enter SCB debit card number, debit card withdrawal password & OTP to complete the payment.

      • How do I use the CUP Online Payment of a SCB credit card?

        If you have not registered for credit card third party e-payment access, please call customer service center at 800-820-8088(landline)/400-888-8083(mobile) to register .When you are paying on a website after successfully registered, please choose the “CUP Online Payment” and then select the type of payment, enter SCB credit card number, CVN2 (at the back of the card) & expire date, enter the OTP received, you then complete registration.

      • What is the transaction limit for Express Payment with a SCB debit card/credit card?

        Based on the limit set by CUP online payment platform, the limit set by SCB on CUP Online Payment is RMB 20,000 per transaction & 50,000 per day, bank can adjust the limit based on business requirements, customer needs or market situation & etc factors where needed

      • Do I need to go to an SCB counter to apply for the “CUP Online Payment” service?

        No. “Micropayment”, “Verified Payment” and “Express Payment” do not require activation of the SCB Online Banking beforehand.

      • Can I pay in foreign currency?

        No. As the “CUP Online Payment” needs to be linked to a SCB debit card and currently we have not issued any debit card in foreign currency, you can’t pay in foreign currency via this service.

      • Will the Bank charge extra fees for the “CUP Online Payment”?

        No

      • What should I know when entering the mobile phone number reserved with the Bank?

        You should make sure that it is exactly the same one as you registered with the Bank and the phone remains connected.

      • How can I change the mobile phone number registered with the “CUP Online Payment”?

        The number is one of the important verification factors of the CUP Online Payment. You must ensure that the mobile phone number registered on the “CUP Online Payment” website is the same as the one you maintained with the Bank when you obtained the bank card.If you do need to change the mobile phone number, first you need to contact SCB to update your phone number, and re-link it on the “CUP Online Payment” website. At present, SCB customers can change the phone number through the counter, the Telephone Banking, and the Online Banking. To ensure the security of your information, changes made through telephone will be strictly examined by the back offices of the Bank and will not be effective until 3 working days later.

      • What should I do if I forgot the password of the “CUP Online Payment” website?

        You can use the mobile phone number you used for registration to retrieve your password. Click on “Forgot Your Password?” on the home page of the “CUP Online Payment” website (near login box), fill in your username, mobile phone number and SMS verification code, and click on “Next”; enter the answers for the pre-set security questions and click on “Reset Password”; enter the new password twice and click on “Next”; password successfully reset.

      • How long will it take for the “CUP Online Payment” to become effective after activation?

        Effective immediately upon activation.

      • How can I disable the “CUP Online Payment” function?

        You can log on the “CUP Online” website at any time and disable the function in “Discontinue Self-Service Payment”.

      • How can I track my transaction history of the “CUP Online Payment”?

        Log on the “CUP Online Payment” website, refer to the “Transaction Tracking” section and then you can view your transaction history.

      • How can I modify or cancel my online payment order?

        If your transaction is completed, you will not be able to modify or cancel your order. In that case, you may contact the merchant for returning of the goods.

      • Will submitting the same order twice create duplicate payments?

        The same order will only be executed once, and a duplicate payment will be automatically rejected.

      • After I submit a payment request on a merchant’s website, there is no pop-up page for the payment. Why?

        Usually this occurs when there is an error in the program directing the request from the merchant site to the Bank’s site.

        Please check your Internet connection and browser settings, or contact the online merchant.

      • What are the security tips for online payment?

        Try to avoid using the computers in Internet cafes or other public places for online payment.Please check the website to make sure it is correct and do not stray into a hacking website; In the meantime, pay attention to the security warnings, security control installment, among other things, and please note that standard payment websites usually have higher security level and their address would start with “https” rather than “http”. When making an online payment, please pay attention to the protection of the card number and password which you enter and after payment; clear the records in the browser and computer in time.

        Do not use remote assistance or other third-party communication software in case others would have access to or operate your computer.

      • What should I do if my payment fails?

        Usually, if the payment is unsuccessful, the payment page will display an error message with the error reason, such as wrong password, insufficient balance or others. Based on the instruction, you can choose to pay again, consult the website or the “CUP Online Payment” customer service hotline at 95516.

      • What is a security control? How can I download and install it?

        To protect the cardholder's information security, CUP Online Payment employ security control to protect the information users input and prevent Trojans intercepting account password, bank card information and other keyboard records. To download and install the security control, please visit the Help Center on the CUP Online Payment website.

      • How can I enquiry other information?

        Currently, China UnionPay provides a detailed operation process and help tips on its “CUP Online” website. Please refer to https://online.unionpay.com/portal/index.do or call their hotline at 95516 for consultation.

        The Chinese version shall in any event prevail if there is any discrepancy between the Chinese and English versions.

The Chinese version shall in any event prevail if there is any discrepancy between the Chinese and English versions.

Call Us

Call our hotline for further information.

800 820 8088

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Speaking Up

Standard Chartered Bank (the “Bank”) is committed to maintaining a culture of the highest ethics and integrity, and in compliance with all applicable law, regulation and internal policy. As part of this commitment, the Bank has a ‘Speaking Up’ programme through which genuine concerns in this regard can be raised. Members of the public can securely raise Speaking Up concerns through this hyperlink, which is hosted on behalf of the Bank by a third party ‘InTouch’. Examples of concerns that can be raised through this website are concerns that relate to accounting, internal accounting controls or auditing matters and concerns relating to bribery or banking and financial crime. Concerns received will be forwarded to the Bank’s investigations team for review. Complaints relating to SCB banking services should not be raised through this site in the first instance, but through the SCB branch network, contact centres, Relationship Managers or the ‘Contact Us’ webpage.

Disclaimer

Please note that this hyperlink will bring to you to another website on the Internet, which is operated by InTouch, an independent company appointed by the Bank to support its Speaking Up programme. Please be mindful that when you click on the link and open a new window in your browser, you will be subject to the additional terms of use of the website that you are going to visit.

Proceed