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Online Banking FAQs

FAQs

Fund Transfer FAQs

    1. Funds can be transferred between your Standard Chartered accounts (local currency & cross-currency).
    2. Funds can be transferred to registered other (third party) Standard Chartered account (local currency only).
    3. Funds can be transferred to registered accounts held with other local banks (local currency only).

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  • For same currency transfer, you may do it any time of the day. For cross currency transfer, the service hours are from 9:00a.m. to 9:00p.m. on weekdays and from 9:00a.m. to 1:00p.m. on Saturdays, excluded Sundays and public holidays.

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  • You can make a transfer only from an either-to-sign joint account but not from a both-to-sign joint account.

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  • It depends on the type of transfer you wish to make.

    1. For transferring funds between your own Standard Chartered accounts in Hong Kong, there is no charge.
    2. For transferring funds to another Standard Chartered account in Hong Kong, there is no charge.
    3. For transferring Hong Kong Dollars to another local bank, there is no charge.

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  • You may register payees via Standard Chartered Online Banking or complete and return us the appropriate request form available here.

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  • You can register up to 10 third party accounts with Standard Chartered and 10 third party accounts with other banks.

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  • The payment amount will be debited from your account immediately and the beneficiary will receive the money after 1 clearing day.

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  • You can login to SC Mobile to go to “Settings” and select “Daily Limit Maintenance” or our Online Banking to go to “My Preferences” and select “Daily Limit Maintenance”, to update the daily aggregated transfer limit* to online registered third party payees.

    *The aggregated total for telegraphic transfers, transfer to SCBHK 3rd party, non-registered payee, other local banks and bill payment is HKD1,000,000.

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  • You may check your transaction records at “Transaction History”. (If the payee bank code, branch code or account number is invalid, the transaction will be returned by the payee bank and charges may be imposed. If you are unsure of the payee account information, you are advised to contact the payee bank before making fund transfer).

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Direct Debit Authorization FAQs

  • Same as existing branch and mail-in for DDA setup via Online Banking is also free of charge.

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  • The maximum payment limit for Online Banking DDA setup is at HKD100,000 per each payment. If you would like to setup DDA with payment limit exceeding HKD100,000, you may download and complete the “Autopay Authorization” form , then return it to any of our branches for processing.

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  • Yes, you can setup/amend a DDA without specify an end date where the instruction will carry on indefinitely until the bank have received your instruction for termination.

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  • Yes, you can amend / cancel for those DDA setup at branch via online.

    Note:
    Amendment on payment limit is capped at HKD100,000 via Online Banking. For payment limit exceeding this amount, you can complete the “Direct Debit Authorization Amendment/Cancellation” form to any of our branches for processing.

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  • Once your instruction has been accepted by the Bank, it will take up to 2 – 4 weeks before the DDA setup will be effective.
    You may contact the merchant to further enquiry the DDA setup status.

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  • No, one debtor reference code will be assigned to each merchant.

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  • Given that a single debtor reference code can be assigned to a single merchant, the only way to reuse the same debtor reference is to reactivate the cancelled DDA at branch. Please download the “Autopay Authorization” form and submit to the nearest branch for reactivation.

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  • There is a “Submission Channel” column under the DDA summary that you could check whether the instruction is submitted via branch or online

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  • A debtor reference code is the number assigned by the merchant against your bill. For example, loan account number, mobile phone number, customer number etc.

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  • The number is usually shown on the bill you receive from the merchant. As it is assigned by the merchant, you should call the merchant to double check.

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  • Usually 6 to 8 weeks upon receipt of the Autopay Authorisation form.

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  • “AUTOPAY” will usually be shown on your bill.

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  • Limit and expiry date are not mandatory, and you can choose to indicate them or not. For your protection, if the Autopay set up instruction is sent in through phone, the limit shall be HKD$10,000 at most.

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Bill Payments FAQs

  • First, you need to add your payee online. Then choose the respective payee from the online list and submit payment.

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  • You don’t have to know any merchant code to make your payment. You can simply choose the merchant names from the list and input your account numbers.

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  • You should refer to your bill or contact the billing company on the payee company name.

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  • The cut-off time is 4:00p.m, Monday to Friday. Payment made thereafter or on Saturdays, Sundays and public holidays will be processed on the next clearing day. For payment to White Form eIPO, please refer to eipo.com.hk for the cut-off time of corresponding White Form eIPO.

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  • You can pay bills of selected merchants by credit cards. If you pay your bill by Standard Chartered Credit Card within the month of / one month before the card expiry date shown on the credit card, please activate the renewed Credit Card upon receipt before making payment.

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  • You may check status of your transactions at ‘Payments History’ and transaction failure alerts at ‘Mailbox’.

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  • Electronic Bill Presentment and Payment Service (EBPP) enables Standard Chartered Online Banking customers to register, receive, view and pay bills anytime and anywhere via the Bank’s internet banking, achieving a more effective management of all bills and payments without any geographical constraints.

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  • Merchants with EBPP service provided have “Available to Enrol e-bill Summary” in e-bill status. You can enrol an EBPP service via your Standard Chartered Online Banking. After the merchant confirms the enrolment request, you can receive and view the e-bill and make payment on the same platform.

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  • Yes, provided that the bill owner agrees and the merchant allows third party enrolment. A related template will be prompted for you to enrol. To enrol a third party eBill, you also need to provide the bill owner’s personal information such as date of birth (month & year), a partial identity number or subscription code (if applicable) for merchant validation.

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  • The standard service lead time for merchants should be no more than 60 days. You will also be informed by us via SMS about the result of your request.

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  • When an e-bill is ready in your Standard Chartered Online Banking, you will receive reminder from us via SMS. Please log on Standard Chartered Online Banking ‘View & Pay Bills’ page and check the e-bill summary.

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  • Approximately 5 days before due, you will receive SMS friendly reminder from us. Since SMS especially via roaming is not guaranteed, you are advised to log on your Online Banking “View & Page Bill” page to manage your bills and payments.

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  • At most 12 e-bill summaries will be retained. You can print it for your record.

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  • Yes. The same bill account number is allowed a maximum of five enrolment requests, no matter whether it is in the same or different banks.

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  • Yes, but it depends on the participating merchants. Only bills in HKD denomination can be settled via Bill Payment service of our Online Banking. If you would like to settle non-HKD bill via Online Banking, please check with your Participating Merchant for the HKD equivalent amount of the bill before effecting bill payment request. The bill payment system will debit your HKD account for payment.

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  • At the moment we do not provide any e-receipt. You can check the payment transaction status from Standard Chartered Online Banking. We are striving to raise our service standard and planning to provide this service in future.

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  • We note that the number of Participating Merchants in Standard Chartered Online Banking is different from that in other Banks. Nevertheless we are striving to serve our customer better and planning to support more Participating Merchants in future.

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Telegraphic Transfer/ Remittance Service FAQs

  • Telegraphic transfer is a new online service offered by the bank to allow users to remit money aboard and transfer funds to other local banks.

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  • You will have to first add a telegraphic transfer beneficiary by filling in the various details of the payee online. Funds can then be transferred to registered payees.

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    • You can perform the fund transfer at anytime of the day and anywhere across borders
    • Save the hassle of queuing at the branch

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  • Please refer to “Service Charge” for the charges about using the “Telegraphic Transfer”.

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  • Yes, you can use the “Telegraphic Transfer” for telegraphic transfers to other third party accounts.

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  • Yes, you can, particularly if you are remitting funds to China. However, if the remitted fund is in USD currency, the beneficiary name and other information must be in English, be it submitted online or through our branches.

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  • These are codes representing how to arrange for the local and overseas bank charges.

    By choosing “SHA“, the bank charges incurred locally will be paid by you as the remitter. The overseas bank charges will be paid by the beneficiary. Therefore, the overseas bank charges will be deducted from proceeds and the beneficiary will receive the remaining amount net of overseas bank charges.

    By choosing “BEN“, the beneficiary will pay both the local and overseas bank charges. Therefore, the beneficiary will only receive the remaining amount net of local and overseas bank charges.

    By choosing “OUR“, the remitter will pay both the local and overseas bank charges. Therefore, the beneficiary will receive the whole amount of the remittance.

    The actual amount of overseas bank charges will depend on the beneficiary countries, zones and the route of the remittance.

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  • You will have to register the beneficiary information such as the beneficiary bank name, account number and payee name under “Telegraphic Transfer” > “Add Telegraphic Transfer Payee” before you can remit funds to the person on Online Banking.

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Post-dated Instruction FAQs

  • It is a service that enables you to make the transaction to a payee/merchant on a pre-defined date. This service is applicable to payment type such as, Personal Account Transfer, Third Party Fund Transfer (excluded telegraphic transfer), Bill Payment and Credit Card Payment. You simply select payment date and we will automatically make the transfer for you on that date. You must ensure that sufficient funds or credit limit (if you pay by your credit card) are available in your account one day before the transfer date in your account to be debited.

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  • There is no limit for the post-dated instruction. Simply select the date and we will automatically make the transfer for you in the morning on the desire date.

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  • You can enquire all upcoming post-dated instructions and previous transactions of up to 3 months at “Transfers History” or “Payments History”.

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  • Yes, you can use your Standard Chartered Credit Card for your post-dated instructions. If you pay your bill by Standard Chartered Credit Card within the month of / one month before the card expiry date shown on the credit card, please activate the renewed Credit Card upon receipt before making payment.

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  • Yes, you can edit, modify and even copy your post-dated instructions at “Transfers History” or “Payments History”.

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  • Yes, you can set a repeated scheduled payment with Standard Chartered Online Banking. Just note that if your repeated scheduled fund transfer falls on the last day of the month, this date will be subject to change to reflect the last day of that month, and will be changed to that date going forward.

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  • In this case, the transfer will not be made. Please notice that funds should be one day before the transfer date in your account to be debited.

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  • In this case, the transfer may not be executed successfully. We strongly recommend that customers delete the payee/merchant if needed after the post-dated instruction is successfully processed.

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  • You may login Standard Chartered Online Banking and check the result of post-dated transactions at “Transfers History” or “Payments History” at the morning on the transfer date.

    For rejected post-dated transactions, you will be notified at your Mailbox in Standard Chartered Online Banking and your email address with us. (Please note that email reminders will be sent on the next business day if the transfer date falls on Saturdays, Sundays and public holidays or when typhoon signal 8 or higher or black rainstorm is hoisted.) You can update your email address at “Edit” on “Homepage” after login to Standard Chartered Online Banking or download the applicable and mail the completed form to PO Box 68383, Kowloon East Post Office or visit any of our branches for service.

    Transaction Status Explanation
    Delete Deleted before due date
    Scheduled Not yet reached the due date
    Submitted Request is queuing for processing (status can be checked at ‘Transfers/Payment History’ at a later time)
    Successful Transaction is successful made on due date
    Rejected Transaction is fail on the due date
    Completed The last payment for recurring payment has been executed

    Please notice that your post-date transactions will be rejected if you have exceeded of the total aggregated transfer limit on processing date.

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Rate Enquiry FAQs

  • Savings rates, time deposit rates, lending rates and foreign exchange rates. All rates quoted are for reference purposes only.

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  • Deposit rates, foreign exchange rates and lending rates quoted under enquiry screen are for reference only. Actual rates used for online transactions may be different and will be displayed for your confirmation upon your submission of transaction.

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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 at (852) 2886 8868 (Press 2,6,0 to talk to our Customer Service Representative) for help.

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  • Please call our Customer Service Hotline at (852) 2886 8868 (Press 2,6,0 to talk to our Customer Service Representative) for assistance.

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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 at (852) 2886 8868 (Press 2,6,0 to talk to our Customer Service Representative) 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 at (852) 2886 8868 (Press 2,6,0 to talk to our Customer Service Representative) 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 at (852) 2886 8868 (Press 2,6,0 to talk to our Customer Service Representative) if the response time is much slower than what you normally experience with the Standard Chartered Online Banking website.

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eStatement FAQs

  • eStatements are electronic statements made available on Standard Chartered Online Banking for view/download. eStatement contains the same information as your paper statements.

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  • No, eStatement Service is offered to you free of charge!

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  • You can do so by logging to the Standard Chartered Online Banking/Mobile Banking.

    Alternatively, you can complete the eStatement Service Subscription/Maintenance Form and return to the Bank by mail at PO Box 68645, Kowloon East Post Office or through our branches. Please note that for written instruction, your request will be processed within 3 working days upon receipt and confirmation.

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  • eStatement Service is available to Consolidated Statements, Integrated Deposits/ Savings / Current Account Statements, Credit Card Statements, Manhattan Revolving Personal Loan Statements and Manhattan id Platinum Card. Except Shop’n Gain Credit Card and designated MasterCard (card number starting with 5488).

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  • Email Alert is a service that will notify you by email when your eStatement is ready on Standard Chartered Online Banking. It is at your option to receive an Email Alert.

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  • Yes, you can save a copy of the eStatement to your computer so that you can easily retrieve it in the future. To save a copy of your eStatement, you can click “File” then “Save As” from your Acrobat menu and specify the location where you want the document to be saved on your computer. Since the eStatements contain sensitive account and personal information, you are advised to keep any such copy in a location secured from third party access.

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  • There could be many reasons which prevent you from receiving your Email Alerts at your email mailbox. You are advised to check:

    • whether your email mailbox has exceeded the storage limit
    • whether your email settings have caused any email sent by us to be filtered as spam / junk mail
    • whether the email address which you have registered with us is up-to-date

    If in doubt, please call our Customer Service Hotline at (852)2886 8868 (press 2,6,0).

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  • You can cancel your eStatement Service at any time by logging into Standard Chartered Online Banking or completing the eStatement Subscription/Maintenance Form. Upon receipt and confirmation of your cancellation of eStatement Service, we will resume the delivery of paper statements.

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  • Should you require any assistance, you can contact our Customer Service Hotline at (852) 2886 8868 (press 2,6,0).

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  • Please click here for information about Paper Statement Fee FAQ

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    1. How to subscribe eStatements for joint account?
      All both-to-sign joint account holder are required to complete and sign on one eStatements subscription paper form and return to any branch or mail to the bank.
      For either-to-sign joint account, either one of the joint account holder can subscribe to eStatements online.
    2. How to subscribe consolidated eStatements for joint name mortgage account?
      All borrowers are required to complete and sign on one eStatements subscription paper form and return to any branch or mail to the bank.

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General Product FAQs

  • You can view the most recent three months card statement of your Standard Chartered Credit Card and the most recent two months card statement of your MANHATTAN Credit Card at “Card Transaction History”.

    For request of Credit Card paper statements, a service fee of HKD30 will be charged for each copy for the last 2 months and a service fee of HKD50 will be charged for each copy for the last 3 – 12 months. The statement(s) will be mailed to your correspondence address and the appropriate amount will be debited from your credit card account.

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  • Currency Savings Account
    HKD HKD 1,000
    Foreign Currency(except Japanese Yen) 200 of that currency
    (e.g. USD 200)
    Japanese Yen JPY 20,000

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  • Currency Minimum Deposit
    HKD HKD 10,000
    Foreign Currency (except Japanese Yen) 2,000 of that currency (e.g. USD 2000, GBP 2,000)
    Japanese Yen JPY 200,000

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  • There are 3 types of maturity instructions:

    1. Renew principal plus interest at prevailing rate for same term unless otherwise advised.
    2. Renew principal at prevailing rate for same term, credit interest to same currency account.
    3. Credit principal and interest to same currency account number

    For any other amendments or enquiries regarding your maturity instructions, 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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Transfer Limits FAQs