Frequently asked questions on the different ways to bank

The requirements are:

• identity card or passport (copy and original)
• minimum opening balance
• utility bill / lease agreement / rent receipt in your name for the purposes of verifying physical address
• one recent coloured passport size photograph
• if on employment an introduction letter from your employer and if unemployed letters from two referees who bank with us

SC Mobile is a smart phone app that requires either iOS or Android for FREE access to mobile banking and services on the go. Start Digital Banking seamlessly from everywhere. The app is available for download at these app stores:

• Download on the App store
• GET IT on Google Play

Open SC Mobile, on the Prelogin page you can select 'Apply for Products'.

You will proceed to the Product Catalogue where you may select products that you wish to apply for. You may apply for both a Savings Account and a Current Account and open it in one easy application. Please note that only existing clients are able to apply for Fixed Deposit, Loan and Credit Card products. So become a SCB Client today and discover the easy ways you can start digital banking.

If you are an Existing Client - you will need to Login, then within the Sign-in Landing page select 'Main menu' > 'Apply for a new Product'. We have a wide range of products including Savings accounts , Current accounts, Digital accounts, Fixed Deposits, Loans and Cards.

Personal Data may be transferred to, or stored at, a location outside of your country of residence, which may not have data protection law. The security of your personal data is important to us. SCB has technical and organisational security measures in place to safeguard your personal data. When using external service providers, we require that they adhere to security standards mandated by SCB. We may do this through contractual provisions, including any required by a privacy regulator, and oversight of the service provider. Regardless of where personal data is transferred, we take all steps reasonably necessary to ensure that personal data is kept securely.

https://www.sc.com/en/privacy-policy

Welcome to SC Mobile, you are about to start an amazing banking experience. From the comfort of your home you can open an account, transfer funds or access other services without having to visit a bank branch. Say goodbye to long queues - do your banking anywhere and everywhere

Open an account
With SC Mobile you have the power of banking at your fingertips. Within 15 minutes you can open an account and enjoy all the benefits that come with it. Open a current account or savings account today. Accounts are available in multiple currencies after you first open an account.

Save and Resume
In case you are unable to complete your application in one go, do not worry. You can Save and resume your application anytime.

A complete view of your accounts and transact with ease
SC Mobile allows you to view, move and manage your finances anytime, anywhere, so start banking everywhere. You can transfer funds between SCB accounts, transfers to other local banks or even send funds internationally. You may even top up your airtime on your mobile phone, send money to your mobile money wallet and so much more.

Services at your finger tips
SC Mobile comes with over 70 services available to you. You can use any of these at your convenience without the need to queue up in a bank branch. You can even track the progress of your requests. SC Mobile give you more time to do the things you love and less time worrying about your banking.

Open a current or savings account from SC Mobile.

• Complete your application with save and resume.
• Track your application.
• Quick apply for a new account as an Existing client.
• Now you can update your profile details on SC Mobile with ease!
• Manage your account, chequebook and debit cards with over 70 services now available.

Start Digital Banking seamlessly from everywhere.

After submitting your application.

We will need to activate your account in about 2 working days. If required we may request more information from you such as re-submitting a document.

Our authorised agents can Deliver your Debit Card. They will contact you for a location and a time that suits you.

Register for SC Mobile using your 30 day temporary ID and password, to set up your own login and touch ID.

Fund your account via Mobile Money, Transfer from Another Bank or visit or Cash Deposit machines or a branch near you.

Activate your debit card and Start mobile banking.

Manage your account, chequebook and debit cards with over 70 services now available. You can now update your profile details on SC Mobile with ease!

Start Digital Banking seamlessly from everywhere.

How digital account opening works

STEP 1 – Download SC Mobile in your Country from the App store and Google Play store. Search 'SC Mobile Kenya'.

STEP 2 – Apply for a new account by selecting ‘Apply for Products’. You may select both a Savings Account and a Current Account. You will need to be 18 years or older and your National ID.

STEP 3 – Get started on an all-in-one easy application, complete your personal details and upload or capture some documents from your mobile camera. It shouldn’t take you more than 15 minutes and you can save and resume at anytime. Please note you will have within 30 days to submit and manage your application.

STEP 4 – Review, agree to SCB Terms and Conditions and submit your application. Within a short time we will get in touch to ‘Activate your account’.

STEP 5 - If you have any required updates to your application or documents we will send you a notification to update by resubmitting documents on SC Mobile.

STEP 6 – Once all documents and details are approved we will commence ‘Account Activation’. Before your account can be activated to start digital banking, the bank has procedures that authenticates each applicant to verify their identity to protect individuals from identity theft.

After you receive your account number, there are the ways on how we will verify your identity to Activate your account.

STEP 7 – Now that you have been activated, it will be time to Register for SC Mobile and Online Banking.

in using your temporary ID and password, to set up your own unique Login credentials and you can also setup easy login with Touch ID.

STEP 8 – After around 48 hours, our authorised agents will deliver your debit card to you. Once you have received your debit card you may now activate it by setting up your card PIN. After you have logged in, visit ‘Main menu’ and select ‘Service Requests’ > ‘Card Management’ > ‘Debit Card Activation & PIN Set’

STEP 9 - Fund your account. Lastly, we will provide you with reminders and options to fund your account(s). You may Fund Account by signing in and on the ‘Main menu’ select ‘Fund Account' and follow your preferred options and instructions. For more account information check on the Accounts listing landing page or select an account and look for the ‘More information’ icon.

We look forward to assisting you with digital banking into the future, should you need further assistance please get in touch with our Contact centre. Get help.

Yes with both Mobile Banking and Online you can be banking anywhere and anytime. For further assistance get in touch with our Contact centre, we're here to help.

Yes you can access this service from anywhere in the world excluding sanctioned countries.

For further assistance get in touch with our contact centre, we're here to help.

No you don't have to pay, it is a FREE service to access SC Mobile and Online Banking.

If you are not receiving your One-Time Password (OTP). Please re-try the service call up to two times and wait a few minutes. Be sure that each new digits match the alphabetical letters sent on each OTP. If you are still experiencing issues, for further assistance get in touch with our Contact centre, we're here to help.

During an account application we automatically save at the conclusion of each page. Each page will autosave when you progress so that you can resume to the same position when returning.

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and select the option ‘Resume Application’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. Resume from your last save point.

Your application will be protected by 2FA security before you can access.

Please note you will have 30 days from the date you make the initial application to submit and manage your application, so do try to finish it as quickly as possible.

We might even send you resume reminders so hopefully you can submit without us. For further assistance get in touch with our Contact centre, we're here to help.

We ask for Contact details so that we can communicate with you regarding your account.

If you are having trouble completing Personal details or Contact details please get in touch with our Contact centre, we're here to help.

For account applications we request Employment details to help us tailor the best outcome for your product, for loan approvals it will help if we have approved company name information. For Tax information, here at the Bank we are mandated to collect your, KRA PIN & FATCA answers, additional Nationality and Residency status to adhere to Local Central Banking regulations.

For further assistance get in touch with our Contact centre, we're here to help.

On the Review page you will need to agree to our General Declaration and also accept all Client and Product Terms and Conditions relating to Account Opening. We also capture an upload of your Signature which can be written with dark pen on paper and uploaded as a mobile phone photo upload.

If you are not receiving your One-Time Password (OTP). Please re-try the service call and wait a few minutes. Be sure that each new digits match the alphabetical letters on each OTP sent. If you are still experiencing issues, for further assistance get in touch with our Contact centre, we're here to help.

You will have within 30 days to submit and manage your application. If your application has expired, we regret that you will have to start a fresh application and start over.For your security any information submitted will be deleted and expunged from our systems once your application expires.

What document size and formats are required?

We accept image formats in JPG, JPEG, GIF, PNG and PDFs.

Our maximum size limit per document is 5MB.

For a tip on reducing the size of your image, try emailing the image to yourself and select a smaller file size, this would now save a smaller image to your phone's image gallery and you can select it for the upload.

For further assistance get in touch with our Contact centre, we're here to help.

If you require US Taxation forms, you may download W-8 and W-9 Forms from the US Government department website: https://www.irs.gov

For further assistance get in touch with our Contact centre, we're here to help.

If, the documents you uploaded was not legible due to the image being unclear and/or poor image quality.

• Turn off your flash, as it reflects on Identity documents.
• Check that your details are in focus and clear to read.
• Ensure you complete both Front and Back sides.
• Ensure the whole document edge is captured.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

If, Your Document has expired or not valid

Please upload a valid document within the accepted valid period. More information can be found when uploading within tooltips for more info.

• A Utility bill should be valid within the last 3 months.
• A Residence Lease must be within the valid lease period.
• A Residence Certificate may not have an expiry date.
• Check that your details are in focus and clear to read.
• Ensure the whole document edge is captured.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

Please upload a document which contains your own name.

• Check that your details including full name, date and an address within a valid period are in focus and clear to read.
• Ensure the whole document edge is captured.
• Turn off your flash.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

If, you have to re-submit due to Whole document edge not shown

• Ensure that all four edges of the document are captured clearly in your uploaded image.
• Turn off your flash.
• Check that your details are in focus and clear to read.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

To re-submit my National ID or Passport

• Please upload the correct document type.
• Check that your details are in focus and clear to read.
• Ensure you complete both Front and Back sides.
• Ensure the whole document edge is captured.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

To re-submit my Selfie / Photo ID

• Please upload the correct document type.
• Turn off your flash.
• Hold your National ID or Passport up to your chin so we can see your face, head and shoulders and your ID details clearly on a White Background.
• Check that your details are in focus and clear to read.
• Ensure the whole document edge is captured.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

We require you to upload a clear copy of your Signature. Please sign using a dark pen on a plain white background sheet of paper. Capture a photo of the whole signature with at least 5 cm surrounding margin of clear space. It is also important to sign your name how you will sign to operate your account and if relevant, it will be used to match against cheques so be sure to sign a decent copy of your signature.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

If you have received a notification of a technical issue, we recommend to try re-uploading your image tasks again and if you are still experiencing a technical issue please get in touch with our Contact centre by selecting 'Help' on the Prelogin home screen of SC Mobile or once signed-in, select 'Main menu' > 'Contact us'.

How to resubmit documents

1. Open SC Mobile and select ‘Resume Application’.
2. Enter your registered mobile phone number and then select the option ‘Check my Application Status’.
3. To proceed you will need to enter the One-time password (OTP) sent to your registered mobile number and submit.
4. View documents requiring resubmission
5. Upload documents and submit

You may also refer to your Service Request Number found in your emails if you need to contact us.

For further assistance get in touch with our Contact centre, we're here to help.

Before your account can be activated to start digital banking, the bank has procedures that authenticate each applicant to verify their identity to protect individuals from identity theft.

After you receive your account number, there are multiple ways on how we will verify your identity to Activate your account.

For further assistance get in touch with our Contact centre, we're here to help.

For new to bank clients, after completing Account activation, your debit card will be delivered within 48 hours on a time and location that suits you. Our SCB approved agents will call you before to schedule the delivery.

For existing SCB Clients, after receiving an assigned account number, your debit card will be delivered within 48 hours.

Open SC Mobile, either select 'Activate debit card' or proceed to Login. Once signed-in select 'Main-menu' and select 'Service Requests' > 'Card Management' > 'Debit Card Activation & PIN Set'.

You can also manage your debit card or credit card within 'Service Requests' > 'Card Management' for the following requests:

1. Report Lost / Stolen Card
2. Replace Card
3. Debit Card PIN Change
4. Credit Card Cancellation
5. Credit Card Activation & PIN Set
6. Credit Card PIN Change
7. Credit Balance Refund

For further assistance get in touch with our Contact centre, we're here to help.

After you activate your account. We will send you an Email with your Temporary ID and an SMS which will contain your temporary Password. Once you have received both you are now ready to Register for SC Mobile where you may create your own login credentials. These same details will also be used to login for Online Banking. Please be aware that you have 30 days to login for the first time to ensure a smooth experience.

How to register

1. Open SC Mobile and select 'Login', once on the login credentials page select 'Register Here'.
2. You will be asked to enter the temporary User ID which we have emailed to you and a temporary Password sent via SMS. Please contact your Contact centre if you have not received these (Temporary details will expire after 30 days).
3. You may now input your temporary login details that we have sent both the Temporary User ID and Password to proceed.
4. You will then be prompted to set up your own login credentials. Make sure that you choose a strong and secure password and store it securely. These same new login credentials will also be used to login for Online Banking.

For further assistance get in touch with our Contact centre, we're here to help.

If you forgot your password, you can reset it online using your Debit Card number and PIN. Open SC Mobile, and select 'Login' > 'Forgot' and follow your preferred options to reset your password or login. You will need a mobile phone that is registered with the bank and one of the following:

1. Debit card, Expiry and PIN
2. Credit card and PIN

For further assistance get in touch with our Contact centre, we're here to help.

Keep your password and PIN secure

Your passwords and PIN should:

• Be kept confidential and not be divulged to anyone.
• Be memorised or use a password manager (A password manager stores ALL of your passwords and other private information in one, convenient location) not recorded anywhere.
• e changed regularly, or when there is any suspicion that it has been compromised or impaired
• Not be based on guessable information such as your name, personal telephone number, birthday or other personal information.
• Not be stored or retained in your browser.
• Not be based on the same details that you use to access other services such as email, other Internet sites/ISPs, ATM PIN, or Phone banking PIN.

For better security, we recommend that your password:

• Uses 8-16 alpha-numeric character set consisting of both numbers and letters, lowercase and uppercase, e.g. IcneL9305.
• Does not contain 3 or more consecutive identical characters, e.g. ""aaa"" or ""111"", etc.
• Does not contain 4 or more consecutive characters as part of your password, e.g. ""1234"" or ""abcd"", etc."

You can fund your account by the following methods:

1. Mobile Money - transfer funds from your mobile wallet into your newly opened account
2. Transfer from Another Bank - visit your account details page for account number details
3. Visit your nearest branch to deposit cash or cheques, [ Locate us ]
4. Deposit money at your nearest Cash Deposit Machine, [ Locate us ]

You will need your Bank Account Number, it can be found on the Landing page and on your 'Account details' page, look out for the ‘Account information’ icon.

See additional FAQs on each method below.

FUND ACCOUNT WITH MOBILE MONEY

Move mobile money to your account via Mpesa

You will need your Bank Account Number, it can be found on your 'Account details' page, look out for the ‘Account information’ icon.

Using Mobile Money (Wallet To Bank)

• Access your Safaricom menu, then select M-PESA.
• Choose Lipa na M-PESA, then Pay Bill.
• Enter the Standard Chartered Bank Mpesa Pay bill number, 329329.
• Enter your 13 digit Standard Chartered Bank Account number
• Next, enter the amount to transfer.
• M-PESA asks you for your M-Pesa PIN.

For further assistance get in touch with our Contact centre, we're here to help.

TRANSFER FROM ANOTHER BANK

You will need to visit your other bank and complete these details:

LOCAL TRANSFER

• Account number

INTERNATIONAL TRANSFER

• Account number
• SWIFT code SCBLKENXXX

PESALINK - Bank to Bank

• Choose Lipa na M-PESA, then Pay Bill.
• Enter the Standard Chartered Bank Mpesa Pay bill number, 329329.
• Enter your 13 digit Standard Chartered Bank Account number
• Where can I find my SC Bank account number?

Your SC Bank account number can be found on sign-in 'Landing page' or select an account to visit any 'Account details' page and look out for the ‘Account information’ icon.

For further assistance get in touch with our Contact centre, we're here to help.

OVER THE COUNTER DEPOSIT IN-BRANCH

Deposit cash or cheque at any of our branches. or deposit cash at our cash deposit machines, If you are visiting a branch to fund your account, you will need your Government issued ID.

Locate us

DEPOSIT MONEY AT A CASH DEPOSIT MACHINE

Fund account from a Cash Deposit Machine

Option 1 - Cardless cash deposit

• Select ‘Cardless deposit’ (You will need to enter a Bank Account number)
• Follow the onscreen instructions.
• An advice slip confirming the transaction will be issued for receipt

Option 2 - Debit card deposit

• Insert your Debit card and PIN, Select ‘Other’ > ‘Cash deposit’
• Follow the onscreen instructions.
• An advice slip confirming the transaction will be issued for receipt Locate our Cash Deposit Machines

For further assistance get in touch with our Contact centre, we're here to help.

Once you Login to SC Mobile, all of your accounts will be displayed including each account number. For further account details you may select an account and look out for the ‘Account information’ icon for more account information.

To Add a Payee

Once you Login to SC Mobile, you can add a Local or an International Payees by selecting the 'Main menu' > 'Transfers' > 'Manage Payees'. You can follow the steps required from there to Add a Local Payee or an International Payee and an OTP will be required to confirm the security of the account. If you require a SWIFT code or an IBAN number please obtain from your payees.

To Edit or Remove a Payee

Once you Login to SC Mobile select the 'Main menu' > 'Transfers' > 'Manage Payees'. You can follow the steps required from there to Edit or Delete Local or International Payees.

Once you Login to SC Mobile, you can select the 'Main menu' > 'Transfers'. You may select from the following options:

1. Between Own Accounts
2. Local Transfers
3. International Transfers
4. Schedule Transfers

Simply select the Payees who you wish to pay and the enter the various Account 'From' and 'To' selections. If you are Scheduling a Transfer you may complete a future date for 'When' to complete your payments and may edit and delete this from Online Banking. For an International Transfer you require a SWIFT code for SCB please refer to the below FAQ.

Also please be mindful that some transactions to Local and International Payees may require additional info about the payment and clients will have to accept any foreign currency and other related payment fees and charges.

Your transaction history for all accounts held with the bank can be viewed on SC Mobile dating back for up to 90 days. We also send out FREE eStatements to your email so that you have all of your transactional history.

Open SC Mobile and Login, once signed-in select 'Main-menu' and select 'Service Requests' > 'Card Management' to select any of the following card requests:

1. Report Lost / Stolen Card
2. Replace Card
3. Debit Card Activation & PIN Set
4. Debit Card PIN Change
5. Credit Card Cancellation
6. Credit Card Activation & PIN Set
7. Credit Card PIN Change
8. Credit Balance Refund

For further assistance get in touch with our Contact centre, we're here to help.

If you suspect there are unauthorised transactions on your account, please report this to our Contact Centre. Provide details such as:

1. Your Full name
2. Account number
3. Transaction type
4. Date & time of transaction
5. Description of error and amount involved.

If you suspect they are due to lost or stolen password, please call our phone banking to terminate the password immediately. You may want to take note of your last login date and time, as indicated at the Personal Homepage, each time you login to the service.

For further assistance get in touch with our Contact centre, we're here to help.

Open SC Mobile and Login, once signed-in select 'Main-menu' and select 'Profile Details' to view your profile, you will need to complete an OTP for your own security.

Our SWIFT code is SCBLKENXXX

You will need to enter it when setting up your payments to receive funds into your SCB account for International payments and some Local payments.

Online Banking is a simple, hassle-free and secure internet banking service available to all Standard Chartered Bank customers in Kenya.

If you hold any (or a combination) of the following products from Standard Chartered, you can register for the service for free:

• Savings Account
• Current Account
• Credit Card

The service is offered for individuals account holders only.

• It's so easy to register. And, it's FREE!
• It's your own bank. You have instant access to real time information on your banking, credit card and loan accounts. This apart, you can access information on our full range of products and services at the click of a mouse. Rest assured it is personalised to meet your requirements.
• It's safe & easy. Using your internet banking ID (ID) and internet banking Password, you can now bank with confidence knowing that your transactions remain safe. With our simple and intuitive navigational toolbars and buttons, you will realise how easy it is to browse the site.
• It's fast. It takes only a few minutes to get updated account information and complete a banking transaction – giving you more time to do other things.
• It's convenient. You can perform secure electronic banking right from the comfort of your home or office through the internet.
• It's open 24 hours. With Online Banking, you can access your accounts day and night – no need to wait for your monthly account statements or limit your banking to branch timings. You can even access it on bank holidays in effect 365 days a year.
• It's worldwide access. As long as you can access the Internet, you can access your Standard Chartered accounts, anywhere in the world.
• No special software required. You don't need to purchase any special software. As long as you have a personal computer (PC) with the minimum configuration, you are ready to start. Please check the minimum browser requirement.
• Wide range of service. Our wide range of on-line banking services will help you to better manage your finance. Moreover, we will progressively add more new services for your convenience.

• If you have an account (e.g. Current account or Savings account), you can register for Online Banking instantly using your registered mobile number and your ATM / Debit Card number and ATM PIN.
• If you ONLY have a Credit Card (and no other products), you can register for Online Banking instantly using your Credit Card number and Credit Card PIN.

1. Click on "Instant Registration"
2. Read carefully the Terms and Conditions and click "Accept" in agreement
3. Select your preferred registration mode – Debit Card number / Credit Card number
4. Enter Debit card / Credit Card PIN and Expiry date
5. Click "Next" to verify your mobile number registered with bank and confirm
6. Enter the temporary password which will be sent to your mobile number
7. Set your Username and Password and click "Confirm"
8. You have successfully registered for Online Banking!

If you are a Joint Account Holder you must register to Online Banking by giving a written request at the branch. You will then receive a temporary ID via email and a temporary password via SMS. These credentials should be used when logging in for the first time. You will then be able to choose your permanent username and password.

If you forgot your password, you can reset it online using your ATM / Debit Card number and PIN.

There is no extra charge for using this service. However, normal product fees and charges continue to apply.

Yes. This service is available 24 hours a day, 7 days a week.

Yes you can access this service from anywhere in the world excluding sanctioned countries. For further assistance get in touch with our contact centre, we're here to help.

We have adopted comprehensive security measures to safeguard your use of Online Banking.

Customer Authentication with Login ID and Password – You must enter the unique Login ID and Password to access Online Banking. All information transmitted through the Internet, including your Login ID, Password, your account information and your transaction details, from the moment you log in to the time you log out, are protected by strong end-to-end 128 bit SSL encryption; i.e. from your PC browser to the Bank's system.

2-Factor Authentication for transactions – All financial transactions and personal updates on Online Banking require a 2-factor authentication process. This means that in addition to your usual login credentials, we will send a temporary one-time SMS pass code to your registered mobile number in order for you to complete the transaction. This process ensures that only you, as the account holder, will be authorised to carry out transactions on your account.

Automatic Logout – To prevent unauthorized access at your PC while it is unattended, we have implemented a time-out feature. Your login session of Online Banking will be terminated if the browser is left idle for a while.

Last Login Date and Time are indicated – Your last login date and time are provided in your first screen for your verification. The system does not allow simultaneous or multiple log in. The Bank always considers security to be of utmost importance. We have adopted very high standards and tight controls in managing our computer systems and networks.

Encryption is a method of scrambling your information to protect its transmission across the Internet. Encryption transforms data into an unreadable form, and decryption reverses that process. Both encryption and decryption require the use of a special code, usually referred to as a key. The encryption of data provides a strong degree of protection against tampering while data is moving through the Internet.

A cookie is information that a web site puts on your hard disk that it can remember something about you at a later time. This mechanism allows the server to store its own information about a user on the user's own computer. We do not use cookies for this service.

Besides maintaining the confidentiality of your internet banking ID and internet banking password, you should take the following precautions:

• DO NOT reveal your ID and password to anyone, write down or use it where someone else can see.
• Change your password IMMEDIATELY, using the 'Change of Password' service, if you suspect it has been revealed.
• DO NOT use easily recognised 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.
• Call our phone banking immediately if you notice any unusual transactions on your account.

Online Banking is and easy and convenient way to manage your money, the service is also a target for IT FRAUDSTERS through various avenues. Be aware of some of the common Online Banking FRAUDSTER scams:

Phishing: is the name given to emails that claim to be from your bank or other organizations but are actually sent to you by fraudsters to try and obtain your security details. Standard Chartered Bank will at no point request for your security access details over email.

Spyware: is a type of computer virus that can be installed on your computer without your knowledge. It is capable of monitoring your PC activity, enabling fraudsters to capture your passwords and other personal information. To make sure you don't become a victim of spyware; make sure you have up-to-date anti-virus and anti-spyware software installed.

• To ensure that you are visiting the legitimate Standard Chartered Bank Kenya website, always go to the browser, type in www.standardchartered.co.ke and then click on Online Banking to login.
• Whether by email or other form of telecommunication, representatives of Standard Chartered Bank would not ask you to provide your Online Banking identifiers: user names (user id), password and/or PIN.
• Any request that seeks this information is not from Standard Chartered Bank and should be reported to the proper authorities.
• If you encounter a suspicious email or website that says it is from Standard Chartered Bank Kenya, do not respond to it or click on any links.

If you suspect there are unauthorized transactions on your account, please report to our Contact Centre. Please provide details such as your name, account number, transaction type, date & time of transaction, description of error and amount involved.

If you suspect they are due to lost / stolen password, please call our phone banking to terminate the password immediately. You may want to take note of your last log-in date and time, as indicated at the Personal Homepage, each time you log-in to the service.

We strongly recommend you not to conduct your Internet banking transactions on such PCs unless you are sure that it is safe to do so. Please clear browser cache after each session so that your account information is removed from such PCs.

• 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.
• Your password must be kept confidential at all times and not be divulged to anyone. Do not reveal your password to anyone.
• Your password must be memorised 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.
• Change your password regularly. Log into online banking and change your password under 'Personal Details'.

Second Factor Authentication (2FA) is an additional layer of security used by the bank to verify customer's online identity. With 2FA, Standard Chartered Internet banking customers will be required to provide a unique Additional eTAC to perform certain online transactions.

The eTAC will be sent to your mobile phone number as registered with the bank.

This is in addition to the existing Internet banking Username and Password and in line with the recommendations to adopt two-factor authentication (2FA) for better online banking security. The following transactions will be covered under the purview of 2FA and therefore call backs will not be required;

• Addition of payee – both within SCB as well as Inter bank
• Addition of Telegraphic transfer payee
• Addition of new Biller
• Personal Information change request – email address, mobile number etc
• Address change request – Mailing address as well as non-mailing address.

To use this service, you must have at least a transactional account with Standard Chartered Bank, Kenya.

You can self- register for this service in less than 3 minutes on our online banking web page with no documentation required. All you need is your ATM debit card number.

They are unique secret words / characters to each user to ensure confidentiality. You need both of them to log-in.

No, your internet banking ID and password are unique to this service.

Visit our online banking portal and click on 'forgot username / password'. It will give you an opportunity to change your password and / or your user ID.

Yes, you can. Visit our online banking portal, log in and click on Personal details to change your password.

If you suspect that your password has been stolen or exposed to others, please change your password immediately. Visit our online banking portal, log in and click on Personal details and change your password.

Yes. You can see a summary of your account profile at the Personal Homepage once you have logged in to Online Banking.

Yes, you can view the transactions belonging to all your accounts under the Account Services Account information section.

You can view your transactional history up to one year for your accounts.

Yes. You can select your latest transaction or historical transactions for a period up to one year from the current date and click on the download button to save the information for your tracking.

The Mail Box is a feature in our Online Banking that allows you to view any messages that the Bank has sent to you.

No. The Mail Box is only for communication between you and Standard Chartered Bank. For security reasons, we do not accept any instruction relating to financial transactions through the Mail Box.

Yes. You can delete the messages from the Mail Box. The deleted messages will be put into the Trash Box where our system will automatically clear the Trash Box on a regular basis.

All read messages will be deleted automatically on weekly intervals.

You can transfer funds between your own Standard Chartered accounts and to other pre-registered / pre-nominated beneficiary accounts within Standard Chartered and to other banks. You need to nominate/ pre-register the beneficiary.

You have to log on to Online Banking to register any 3^rd Party accounts for funds transfer.

Yes, you will need to pre-register / nominate the beneficiary accounts through online banking before you can make a funds transfer.

You will have to log on to Online Banking to pre-register / nominate any beneficiary accounts.

Once you complete the process of pre-registering / nominating the beneficiary account, you may proceed to transfer funds.

Fund transfers to other Standard Chartered Bank accounts within Kenya will take effect right after the transaction.

You can transfer up to KES 25,000,000 (Twenty Five Million only) between your own accounts and KES 5,000,000 (Five Million Only) to third party nominated beneficiaries daily.

Yes, click on Maintain Beneficiary under Funds Transfer and select Add Beneficiary.

Minimum Hardware Requirement

• PC with Pentium 166MHz processor or higher
• 32 MB RAM or higher
• SVGA or higher resolution monitor, 256 colors minimum, 800 x 600 screen resolution
• Modem of 56kbps or higher

Minimum Software Requirement

• Microsoft Windows 98 / XP / 2000 / Win7 / Win8 operating system
• Microsoft Internet Explorer Version 4.01 with Service Pack 2 or above*
• Netscape Communicator Version 4.6 or above* (Note: Currently Netscape 6.x and 7.x is not supported)
• Both "Java" and "Java Script" have to be enabled
• Please ensure the Microsoft Virtual Machine is the default for your browser.

* To make use of the 128-bit SSL encryption and enjoy the highest level of security, we strongly recommend that you upgrade your browser to Internet Explorer version 5.01 and above or Netscape Communicator 4.7 and above (Note: Currently Netscape 6.x and 7.x is not supported), Mozilla version 1.7.7 or Mozilla Firefox version 1.0.4.

• Internet Explorer
• Google Chrome
• Safari
• Mozilla Firefox
• Opera
• Netscape Communicator

If you are using any of the following browser:

You need to install the required browser before you access our Online Banking service. You may find more information on this at the following public websites:

• IE 6 and above http://www.microsoft.com/ie
• Netscape 6 and above http://browser.netscape.com/downloads
• Mozilla Firefox 1.0 and above http://www.mozilla.com/en-US/
• Safari 1.1 and above included with MacOX v10.3 and above http://www.apple.com/downloads

Our web site is optimised for view with screen resolution of 1024 x 768.

You can now enjoy a new experience with the same convenience by logging-on to Standard Chartered Online via Safari browser on a Macintosh.

You can remove unnecessarily add-ons and/or perform the virus scan in your PC to ensure it is free from virus attack.

Ensure that you are using one of the recommended browsers. If you have encountered problems logging, please call our Customer Contact Centre on +254 (20) 329 3900.

Sometimes, the Internet becomes unavoidably slow to respond. If there is a delay in response from when you have clicked something, please wait. Avoid clicking repeatedly on a particular link. DO NOT CLICK "REFRESH" OR "RELOAD" BUTTON AS THIS WILL TERMINATE YOUR ONLINE SESSION AND YOU WILL HAVE TO WAIT FOR 15 MINUTES BEFORE YOU CAN LOG IN AGAIN.

Please call our Contact Centre. Kindly get note of the error code or message if any, to the customer service officer for investigation.

Due to the requirements of the service, "Java" and "JavaScript" must be enabled in your browsers.

USSD is a fast, easy, convenient and secure way of accessing your bank 24 hours a day 7 days a week from wherever you are. It allows you to carry out menu driven transactions without having to remember any key words and downloading any applications on your handset.

To register for USSD , visit any of our branches near you. Once you are registered, you will receive a SMS notification with your 6 Digit One Time Pin. Dial *722# and change your One Time Pin to your 6 Digit Pin, which you will use to access USSD services.

USSD is a fast, easy, convenient and secure way of accessing your bank wherever you are.

You can use our USSD service 24/7 for any of these functions:

• Send Money (MPESA or Airtel) / Transfer funds to a nominated SCB account
• Buy Airtime
• Select Product (Apply for credit card or top-up your personal loan)
• Make Payments (KPLC / DSTV)
• Manage your account (Check your balance, view mini-statements)

Customers can register by walking into any Standard Chartered Bank Branch and filling in the e-registration form.

Mobile Internet Banking is available for all our customers. You need to be a subscriber of a cellular service provider that the Bank has a tie up with (currently the service is only available on Safaricom). You will need a normal GSM mobile phone and your USSD number.

USSD Mobile Banking is different as:

• It provides an interactive browsing experience
• It is available on all GSM handsets
• It has an in built USSD encryption and "no store just forward" facility for performing secure transactions
• You do not need to remember any transaction message formats
• It works on roaming at no extra cost (no additional operator cost)
• Faster service, as network latency is low

You will have to nominate the beneficiary account before you are able to transfer the funds.

• There are no limits on bill payments.
• Funds transfers limits are USD 2,500 per transaction and USD 3,000 per day.

Currently, customers can only transfer funds between Standard Chartered own / nominated accounts.

You can register the beneficiary yourself through Online Banking. You will need the beneficiary's account number to transfer funds.

Bill payment is a new service that provides you with a single point of contact for most of your recurring bill payment needs. Using this service, you can pay your bills in a secure and convenient manner. In addition, you will continue to receive physical bills from your billers as before.

Complete flexibility and control in making payments.

You can pay bills for the following services:

• Electricity (KPLC)
• Multichoice DSTV

There is no charge for bill payment services until 30^th November 2013.

Yes, all customers of Mobile Banking will be required to register their utility bill in order to access the bill payment facility.

No registration is required for DSTV.

Yes, all billers will continue to send you your paper bill even after you register for the bill payment service.

The time required to activate the biller for your account will not exceed 24hrs.

If you have an issue with the biller or the charges on a specific bill, you will need to call the Contact Centre on 254 20 329 3900. We will assist you in this process by providing you with payment and bill payments from our archives.

• Recharge your prepaid mobile from wherever you are, with the top-up value of your choice
• You can also top up airtime for another mobile number

A 30 leaf cheque book will be sent across to you in about 72 working hours of receiving the request.

The customer will indicate how far back they would like their statement. Statement will be available in two working days of receiving the request and can be picked from their domicile branch.

Mobile Banking registration and Mobile Banking transactions are free except for MPESA and bill payments requests.

Please call our 24 hour customer care centre +254 (20) 3293900 and they will RESET your PIN. take your request for a new PIN. Your new PIN will be sent to you via SMS. You have the option of changing your PIN once you log in using the new PIN.

Select the appropriate option from the menu and follow the instructions displayed on the handset. Refer to the user manual for a detailed guide.

The only accounts displayed on Mobile Banking are the accounts that are linked to your relationship number.

There is no danger as the USSD is not stored on your phone or in the SIM; rather it is accessed via the Mobile Banking server. However, call our customer Contact Centre and inform them of the loss.

You need to register for Mobile Banking and should have a valid PIN.

There is a ksh5/- USSD charge, each time you dial *722# to access mobile banking".

Unlike an SMS-based service, there is no storage of data on your handset. Also the transactions are limited to a single registered mobile number. When you sign up for Mobile Banking, you create a unique PIN that ensures only you can access the accounts. Plus, our powerful firewalls, encryption technology, and timed log-offs help ensure your privacy.

• Balance Inquiry
• View last 3 transactions

Pay your KPLC and DSTV bills.

Until 30^th November 2013, all mobile banking transactions are free EXCEPT MPESA.

Upon successful registration, you should receive your PIN within 2 business days.

No, you can only use the one number that you designated as your preferred Mobile Banking number.

You will be able to pay bills to the following Companies:

• KPLC
• DSTV

In addition to the above, you will be able to purchase Safaricom pre-paid airtime.

Upon successful payment of your bills, you will receive a reference number. You should keep this reference number safe, as it is the proof that you actually paid your bill.

Yes. We have a robust resolution process in place. If you paid your bill yet your bill account was not credited, then kindly do the following:

• Call our Customer Contact Centre on +254-20-329-3900 / 0722 203666 / 0732 143900
• Inform the Contact Centre agent about the issue at hand (be sure to provide the Contact Centre agent with the bill reference number)
• The Contact centre agent will escalate the matter and you will receive a call from a bank official.

We will then use our internal processes to follow up and ensure that the issue is resolved.

Bill pay service is FREE.

Your relationship number is made up of 6 numbers that are automatically assigned to you when you open an account with us. If you open all your accounts at one branch, then you will have the same customer number for all your accounts. For example, if your account number is 0101912345600, your customer number would be 123456.

No. You do not need to nominate accounts that fall within your relationship number. They will automatically appear as your 'self accounts'. If you however have an account(s) with a different relationship number(s) from your Mobile Banking designated 'default' account, then you will need to nominate them for the funds transfer service.

There is no limit to the number of accounts that you may wish to nominate for the funds transfer service.

No, you can only transfer funds into the nominated account(s) and not out of the nominated account(s).

Yes, you can transfer funds from yourself accounts into your default accounts. This is because the accounts all share the same 'relationship number'. For example, you can transfer money from a savings account 0151512345600 into a current (default) account 0101912345600.

Note: This will work as long as the 'self account' does not have any restrictions on the number of debits that can be made per quarter.

No. You can make as many transfers as you like.

Mobile Banking is only available for local currency accounts.

This service is FREE.

Yes, we have a contact centre where you can confirm details to do with your account. You can call the numbers 020-3293900 / 0722203666 / 0733335511.

Yes, we operate 24 hours.

Once you realize that your debit card is missing it is wise to stop the card immediately. The numbers that you can call are for the contact centre which is 0203293900 / 0722203666 / 0733335511 / 2224477.