New Security Measure on Card-Not-Present Transactions

Thank you for using Standard Chartered credit card. To improve the security of transactions that are completed without physical presentation of credit cards (“Card-Not-Present Transactions”), an email or SMS will be sent to you as a notification for such transactions on or after May 6, 2017. Card-Not-Present Transactions that may trigger an email or SMS notification include but not limited to:

  • Online transactions
  • Mail / telephone orders
If you do not have a valid mobile phone number* registered in the credit card system of the Bank, the Card-Not-Present Transactions mentioned above might be declined. As such, please provide a valid mobile phone number by completing and returning the “Change of Contact Information Form for Individual Client” .

If you have any enquiries, please do not hesitate to contact us. Thank you again for choosing our credit card services.

* A valid mobile phone number refers to a local Hong Kong 8-digit mobile number. Overseas mobile phone number is not included. An invalid mobile number might cause the Card-Not-Present Transaction to be declined.

A more secure online shopping experience

The One-time Password (“OTP”) provides you with a more secure online shopping experience.

The OTP will be required when you make an online transaction with your Standard Chartered Visa Card / Mastercard® / WorldMiles Card^ at designated online merchants which carry the following marks:

vervisamcsc

No registration is required for this enhanced service. Simply maintain an updated mobile phone number with the Bank, and you can enjoy a peace of mind shopping experience with your card.


Update your mobile phone number with ease!

If you need to update your mobile number with the bank, please submit your request via the following channels:

  1. Download the Change of Contact Information Form for Individual Client and mail it back to the Bank
  2. Visit any of our branch to submit the Change of Contact Information Form for Individual Client
  3. Call our Customer Service Hotline at 2886 4111 (Standard Chartered Credit Card) or 2881 0888 (MANHATTAN Card)


Remarks:

^ With effect from 8 April 2014, Standard Chartered American Express® Card will be renamed to Standard Chartered WorldMiles Card.

  1. OTP is not applicable to cardholders of Standard Chartered UnionPay Dual Currency Platinum Credit Card.
  2. If the online transaction is made with a supplementary card which shares the same card number with the principal card, the OTP will only be sent to the principal cardholder’s registered mobile phone number.
  3. OTP is only applicable to valid mobile phone number refers to a local Hong Kong 8-digit mobile number. Overseas mobile phone number is not included.
  4. Effective from 20 September 2017, the use of one-time password will be extended from Visa / Mastercard credit card to Standard Chartered WorldMiles Card for online transaction(s). A one-time password SMS will be sent to you once you make online transaction(s) with your Standard Chartered WorldMiles Card. If you do not have a valid local Hong Kong 8-digit mobile number registered in the credit card system of the Bank, such transaction(s) mentioned above might be declined. Therefore, please provide or update your valid local Hong Kong 8-digit mobile number with the Bank.

FAQs

    • What is One-time Password (OTP)?
      OTP is a security feature for online payment transactions. When engaging in an online transaction whereby the Service is required, an OTP will be sent to your mobile phone number via SMS. You must input the OTP in order to complete the applicable online payment transaction. The Service is only applicable to the Principal Cardholder with a valid Hong Kong mobile phone number registered with the credit card system of the Bank.

    • What are the benefits of OTP?
      OTP provides added assurance by authenticating you while using your Standard Chartered Visa Card / Mastercard® / American Express when making payments at Verified by Visa or Mastercard®SecureCode™ or American Express SafeKey® online stores.

    • Do I need to register my Standard Chartered Credit Card to enjoy this service?
      Registration for the OTP is not required. However, the Service is only applicable to the Principal Cardholder with a valid Hong Kong mobile phone number registered with the credit card system of the Bank.

    • Is OTP required for all online purchase transactions?
      No, only online stores participated in Verified by Visa or Mastercard®SecureCode™ or American Express SafeKey will require you to input a OTP in order to complete the transaction.

    • How will I know if I need a OTP to complete the online purchase transaction?
      Look for the Verified by Visa or Mastercard® SecureCode™ or American Express SafeKey mark on participating online stores.

    • Can I enjoy the benefit of this service at online stores that are not participating in the service?
      No, but the service has become available to more and more online stores now.

    • Is OTP sent to any mobile phone number?
      OTP is only applicable to valid mobile phone number refers to a local Hong Kong 8-digit mobile number. Overseas mobile phone number is not included.
    • If I do not have a mobile phone number registered with the Bank, can I still make online shopping?
      No, you cannot make online transaction at participating online stores. If you want to update your mobile phone number in the credit card system of the Bank, please submit the Change of Contact Information Form for Individual Client to the Bank.

    • How can I update my mobile phone number in the credit card system of the Bank?
      There are 3 ways to submit the Change of Contact Information Form for Individual Client:
      1. Download the Change of Contact Information Form for Individual Client and mail it back to the Bank
      2. Visit any of our branch to submit the Change of Contact Information Form for Individual Client
      3. Call our Customer Service Hotline at 2886 4111 (Standard Chartered Credit Card) or 2881 0888 (MANHATTAN Card)

    • Does my supplementary cardholder enjoy this service?
      If the online transaction is made with a supplementary card which shares the same card number with the principal card, the OTP will only be sent to the principal cardholder’s registered mobile phone number.

    • What should I do if I do not receive the OTP?
      OTP is only applicable to the Principal Cardholder with a valid Hong Kong mobile phone number registered with the credit card system of the Bank. If you do not receive your OTP within 20 seconds after submitting your request, you may click "Resend OTP" to request for another one. You should also check if your mobile phone number registered with the credit card system of the Bank is updated.

    • What happens if I key in a wrong OTP for many times?
      You will not be allowed to click "Resend OTP" to request for another one if you have input a wrong OTP for many times. Please restart the entire online purchase transaction again.

    • When does the OTP expire? What should I do if I am not able to confirm the transaction before the OTP expires?
      The OTP will only valid for a certain period after it is issued. You can click “Resend OTP” to request for another OTP if the OTP has expired.

    • Can I receive an OTP when I am overseas?
      We will send the OTP according to your mobile phone number in our record. If you are overseas or using overseas mobile service providers, the service provider may not support international SMS. Please consult your service provider and / or hardware supplier for details.

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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.

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