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Digital Banking

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Help Centre – Login, Password and Security

Online Banking related FAQs

Login and Passwords FAQs

  • To view the instruction, please click here.

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  • This is the name you use for identification when accessing Standard Chartered Online Banking.

    For better security, we highly recommend you to adopt 8-16 alpha-numeric character set consisting of both letters and numbers, lowercase and uppercase, e.g. IcneL9305.

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  • Password is the first line of defence against cyber criminals. It is a good practice to create a strong password and update it regularly.

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  • Please click here for more information.

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  • Yes, you can login to Standard Chartered Online Banking and change your Password anytime to ensure security.

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  • Please click here for more information.

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  • If you suspect that your Password has been stolen or exposed to others, please call our Customer Service Hotline at (852)2886-8868 (Press 2,6,0 to talk to our Customer Service Representative) to terminate your access immediately.

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  • Should you encounter any difficulties during login, please call our Customer Service Hotline at (852)2886-8868 (Press 2,6,0 to talk to our Customer Service Representative).

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  • Simply re-register your SC Mobile App/Online Banking account by following the registration guide found here.

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  • The desired language must be selected before login.

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OTP and Transaction Password FAQs

  • One-time Password (OTP) is a security feature which sends a 6-digit OTP transmitted to your mobile phone number via a SMS. OTP is required when you request for the following (and more) services at Standard Chartered Online Banking:

    Individual Customers:

    • Register Username and Password
    • Add Transfer payees
    • Add bill Payees (Except bills of Government & Statutory Organization and Public Utilities)
    • Add Telegraphic Transfer Payee
    • Add Octopus Wallet Account for top up
    • Add Alipay Account
    • Update personal information
    • Log into Online Securities Services Platform

    SME Customers:

    • Register Username and Password

    The Hong Kong Association of Banks has issued a leaflet “Internet Banking-Protect Your Money with Two-Factor Authentication”. You may click here to learn more details on how OTP is applied in online banking and its benefits to you.

    Please don’t forward your OTP received to another device and always safe keep your ATM/credit cards.

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  • You will be prompted to obtain an OTP when you request for online service which requires this added authentication measures. If you click “Agree” to receive the OTP via the mobile phone number shown on Standard Chartered Online Banking screen, the OTP will be sent to you via a SMS. (Note: Online Banking Services related SMS, including “One-Time Password (OTP)”, issued by our Bank will be sent to your mobile phone number in the Bank’s records only. The SMS will not be forwarded even though you have enabled “SMS Forwarding” service provided by your Telecommunication Company in Hong Kong.

    Upon a successful of verification OTP, you will be able to perform the requested services.

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  • For personal customers, the OTP will be sent to your mobile phone number on our records. (Mobile phone number registered under your savings or current accounts will be used. If you do not have such accounts with us, you would need to register your mobile phone number before you can access the online services mentioned above.) If you choose to receive OTP via your overseas mobile phone number, please delete your local mobile phone number in the Bank’s records.

    For SME customers, the OTP will be sent to mobile phone number registered under corresponding Tele-electronic Banking users.

    If your need to add, delete or update your mobile phone number, please download the appropriate service request form and mail the completed form to us at Kowloon East Post Office PO Box No. 68383 or drop it at any of our branches for processing.

    Upon receipt and confirmation, your request will be processed within 3 working days.

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  • The OTP is sent immediately after you agree to receive it. Under normal circumstances, you should receive the OTP within 1 minute.

    Due to network traffic or the public nature of the network, delivery of SMS may be subject to delayed transmission.

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  • Alternatively, even without the SC Mobile App, you can log into Online Banking using SMS OTP and to conduct the high risk transaction with SMS OTP + transaction password.

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  • We will send the OTP according to your mobile phone number on our record. However, delivery of SMS relies on support from service provider. If you are abroad or using overseas mobile service providers, the service provider may not allow you to receive international SMS. Your service provider may also levy charges. You may like to consult your service provider and /or hardware supplier for details.

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  • If you are unable to request for or receive an OTP, it could be due to the following reasons:

    • You have not registered your mobile phone number with us. To receive OTP in future, please add/update your mobile phone number with us by sending us the completed service request form which is available online.
    • Your registered mobile phone number is incorrect.
      Please verify the mobile phone number shown on Standard Chartered Online Banking screen.
      For an overseas mobile phone number, the number displayed would include country code, area code (exclude prefix, which is not required when calling from overseas) and telephone number without any space, letters or special characters, e.g. 14161234567.
      To update your mobile phone number with us, please download the appropriate form available online and mail the completed form to us for processing.
    • Your mobile phone memory / SIM memory is insufficient/full.
      You should free up some phone memory / SIM memory, restart your handset and retry. You may consult your hardware supplier or refer to the users manual of your handset for details.
    • You have switched off your mobile phone.
      You can only receive your OTP via your registered mobile phone number. Please switch on your mobile phone for receipt of OTP. Even if you have forwarded your calls to another mobile phone number, the SMS will not be redirected.
    • You are abroad or using overseas service provider which does not support international SMS.
      For payee registrations and update of personal information, please download the appropriate forms at Standard Chartered Online Banking and mail the completed form to us for processing.
    • Your mobile phone number is registered to more than one account owner and it is currently being used by the other account owner for receipt of OTP.
      Please wait for the other account holder to successfully log out for Standard Chartered Online Banking before retrieving your OTP.
    • The system is unavailable.
      The system is undergoing maintenance, or is unavailable. Please try again later.
      For payee registration, service is available from 9am to 11pm (Mon-Sat), except public holidays.

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  • Standard Chartered Online Banking is committed to providing reliable online banking services and has introduced Transaction Password to further enhance online authentication and security.

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  • When you request for the following online services, you will be required to enter your valid Transaction Password and the “One-time Password”, which will be sent to your mobile phone number on our record:

    • Add Transfer payees
    • Add bill Payees (Except bills of Government & Statutory Organization and Public Utilities)
    • Add Telegraphic Transfer Payee
    • Update personal information
      If you choose to set up your Transaction Password at a later time, or not to set up you Transaction Password, you may still conduct other online transactions after logging in to online banking with your valid username and password.

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  • You may choose to set up your Transaction Password after logging in to Standard Chartered Online Banking. You will be required to enter your valid ATM Card Number and PIN, or your valid Phone Banking Card Number and TIN, when you set up your Transaction Password.

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  • Please visit any of our branches to apply for the services. If you are an existing Phone Banking use, you may request for TIN re-issuance via our Customer Service Hotlines. The new TIN will be mailed to your correspondence address in our records after successful application.

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Change Mobile Number and Email Address FAQs

  • To enjoy our services and the benefits of mobile banking, please ensure your mobile number and email registered with us is valid and up to date.

    Registering or Updating your mobile number

    • Download the form for changing contact information here or from sc.com/hk and mail it to Standard Chartered Bank (Hong Kong) Limited at P.O. Box 68383, Kowloon East Post Office
    • Visit the nearest branch

    Registering or Updating your email address

    • Simply login to Standard Chartered Online Banking and click “Update Client Information” -> “Update Profile” to submit your requests
    • Download the form for changing contact information here or from sc.com.hk/ and mail it to Standard Chartered Bank (Hong Kong) Limited at P.O. Box 68383, Kowloon East Post Office
    • Visit the nearest branch

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Security FAQs

  • Standard Chartered has adopted comprehensive security measures to safeguard your use of Standard Chartered Online Banking:

    • Customer Authentication with Username and Password
      Your Standard Chartered Online Banking account can only be accessed with your unique Username and Login Password.
    • Strong End-to-end Encryption
      All information transmitted through the Internet, including your Username, Password, account information and transaction details, from the moment you log-in to the moment you log-out, are protected by strong end-to-end encryption.
    • Automatic Logout
      To prevent unauthorized access at your PC while it is not attended, we have implemented an automatic time-out feature. The system will time-out if there are no screen page changes for 15 minutes. Your Username and password must therefore be re-entered should you wish to continue using Standard Chartered Online Banking.
    • Last Login Date and Time indicated
      You should note that your last login date and time are provided in your first screen for your verification.

    The Bank always considers security to be of utmost importance. We have adopted very high standards and tight control in managing our computer systems and networks

    Please click here for more details.

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  • 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 unauthorized parties from reading your information. For Standard Chartered Online Banking, all information transmitted between your browser and the Bank’s systems are scrambled using strong encryption to protect the privacy and confidentiality of your account information.

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  • To better protect the security of your data, Standard Chartered has deployed a Secure Socket Layer (SSL) 40-128 bit encryption technology to protect all your data transmitted 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 Online Banking.

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  • Safeguard your Password:

    • Never reveal your Password to anyone (No Bank staff or police will ever ask for your password). e.g. If you receive anomalous email or letter or detect unusual change in website address, asking for sensitive account information, you must not disclose. You should report to the Bank immediately by phone if in doubt.
    • Do not use easy-to-guess numbers as your Password, such as your birthdays and phone numbers.
    • Avoid using part of your Username and repetitive numbers as passwords.
    • Change your Password regularly.
    • Always memorise your password. Try not to write it down or reveal it to anyone. If you cannot remember the password, you should always disguise the password and keep it in a safe place separate from where you keep your Username, your computer and bank account details.
    • Remember to disable your AutoComplete function on your browser, as this will make your Username & password automatically available to anyone having access to your system. To turn this function off in MS Internet Explorer browser, click the Tools menu, click Internet Options, click the Content tab, and click the AutoComplete button. Then disable the ‘User names and passwords on forms’.
    • When you enter your Username and password during login, please ensure that your entry of ID and TIN cannot be watched by someone standing around or behind you.

    Log out:

    • Always log out from Standard Chartered Online Banking when you finish using the service or when you will be away from your PC.
    • Always close the browser application after logout.
    • Do not access third party websites within the same internet browser session when using Standard Chartered Online Banking.

    Clear browser cache:

    • For Microsoft Internet Explorer 6, select Tools> Internet Options. Choose the “General” tab and click “Delete Files” on the “Temporary Internet Files” section.

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  • We strongly recommend that you do not conduct your Standard Chartered Online Banking transactions on any such PCs. Please clear the browser cache after each session so that your account information is removed from such PCs.

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  • Please promptly call our Phone Banking Customer Service Hotline at (852)2886-8888 to immediately terminate your Standard Chartered Online Banking access and any other access channels to your accounts such as ATM. Please also provide details of the unauthorized transactions.

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  • No, you should click the logout icon to log out from Standard Chartered Online Banking.

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Troubleshooting FAQs

  • You may need to check:

    • Whether your PC meets our recommended minimum hardware requirements
    • Whether your PC is running many other applications at the same time
    • Whether the connection between the PC and the modem and that between the modem and the telephone line are proper

    You may need to contact your PC technical support if the above steps do not solve your problem.

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  • You can either use

    • The Chinese version of Windows XP/Vista, or
    • The English version of Windows XP/Vista and install one of the popular Chinese platforms that allow you to view and process Chinese on a English Windows. On Internet Explorer, you can click View > Encoding to select the appropriate Chinese characters for your browser.

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  • You can call our Customer Service Hotline for help.

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  • Please call our Customer Service Hotline for help.

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  • This message may be displayed when there is a problem with your browser or any of the programs running in your PC at the time.

    You can get technical advice from your PC support or call our Customer Service Hotline for assistance.

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  • If there is a delay in response after you have clicked a hyperlink or an icon, please wait patiently and do not click “Confirm”, “Refresh”, “Reload” or the same link/icon again.

    You may verify the transaction at “Account Balance” and “Transaction History” or you can call our Customer Service Hotline for help.

    Note: Clicking “Refresh” or “Reload” during a login session will terminate the current session and you will have to wait for 15 minutes before you can login Standard Chartered Online Banking again.

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  • The response time is mainly affected by several factors, including

    • the speed of your modem connection
    • the speed / configuration of your PC, and
    • the amount (volume) of network traffic over the Internet at the moment you are using the service

    You can contact our Customer Service Hotline below if the response time is much slower than what you normally experience with the Standard Chartered Online Banking website.

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System Requirements FAQs

  • Our online banking pages require turning on TLS 1.2 in your computer, therefore, your browser should be able to support TLS1.2. Please refer to the table below for the browser versions which support/ do not support TLS1.2. If your browser version does not support TLS1.2, please kindly upgrade your browser in order to enjoy the online banking service.

    Browser Version that supports TLS1.2 by Default Version that supports TLS1.2 but disabled by default Versions that DO NOT Support TLS1.2 at all
    Google Chrome V38 and above V30 to 37 V29 and below
    Google Android OS Broswer V5.0 and above V4.4 to 4.4.4 V4.3 and below
    Firefox V27 and above V24 to 26 V23 and below
    Internet Explorer / Edge V11 and above V9 to 10 V8 and below

    V9 and below on Windows Vista

    Server 2008
    Safari V7 and above None V6 and below
    Safari Mobile V5 and above None V4 and below

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  • To enable TLS 1.2 protocols on web browsers, see below.

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  • Click Help at the menu bar and select About Internet Explorer or About Communicator to check the browser’s version number.

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  • To view the instruction, please click here.

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