Frequently asked questions

Online services

Here are the answers to some of the questions about Standard Chartered Bank and Online Services. For more information, get in touch with your Private Banker.

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OVERVIEW
What is Portfolio View and Messaging?

Portfolio View and Messaging (“PV&M”) is a complementary service available to clients of Standard Chartered Private Bank. This service allows registered clients and their Private Bankers to monitor their Private Bank portfolio information as of the previous day’s close of business. Portfolio information includes balances at a consolidated and individual portfolio level, investment positions and transaction activity. Clients are also able to view and print current portfolio information or official bank Statements and Advices.

What Messaging Services are available on Portfolio View and Messaging?

Clients who register for PV&M can use the Mailbox feature to communicate with their Private Bankers in a highly secure manner. As per local regulatory stipulations, the Mailbox feature is not available for clients whose accounts require more than one authorised signature to process an instruction or transaction.

Who can register for Portfolio View and Messaging?

We are pleased to make this complementary service available to clients of Standard Chartered Private Bank in select Investment Centres. Please contact your Private Banker if you have any questions regarding registration.

Do I need any special hardware or software?

In addition to a computer and internet connection, you need a Web browser (Internet Explorer 8.0 or higher) that supports 128-bit encryption. PV&M is supported on IE8, Chrome, Firefox 8.0 or higher, and Safari 5 or higher. For more information about secure encryption, see your browser’s Help screen.

Can I access PV&M on my mobile devices – tablet and / or phone?

Yes you can access PV&M on any of your mobile devices.

If you wish to access PV&M from your tablet, you may choose to do so via our website www.sc.com/privatebank or PV&M Mobile app.

If you wish to access PV&M on your mobile phone we recommend that you do so via the PV&M Mobile app.

To download the PV&M Mobile app please search for “PVM” in the App Store or the Google Play Store. Please note that you will not be able to register for PV&M, add a payee or view and download any documents via the PV&M Mobile app.

REGISTRATION
How do I register for Portfolio View and Messaging?

To register, simply follow these steps:

  1. Contact your Relationship Manager to verify the registration information
  2. Visit the Private Bank Web site at www.sc.com/privatebank
  3. Select "Client Login" at the top of the screen.
  4. Select "Sign Up" in the Login page
  5. Input your details:
    • Your main Portfolio (6 digit CIF) Number
    • Investment Centre where your Portfolio is booked
    • Last name
    • Document Id (The Identification number provided to the Private Bank. If you are unsure of the Document ID, please contact your Private Banker.)
    • Date of Birth
    • Country of Birth
  6. Accept Terms and Conditions (please read this document before submitting your acceptance)
  7. Click Submit

Once your details are successfully validated against our records, you will be requested to submit a One Time Password (OTP) sent to your registered mobile. Enter the OTP when prompted to complete the registration process. Please advise your Private Banker on your preferred mobile number before you register. If there are any discrepancies, you will be advised to contact your Private Banker.

  1. Create Username and Password:
  2. You will be prompted to create a Username and Password for accessing PV&M to complete the registration. Please ensure these are unique credentials only known to you.

Registration is now complete and you can log in to PV&M immediately with the newly created Username and Password.

If any of the above steps fail, please contact your Private Banker who will be able to assist you.

Notes:

Your mobile number and e-mail address should first be registered with the Bank. Please contact your Private Banker if you have any queries.

After you have completed the initial Portfolio registration, you will be able to register up to nine additional Portfolios, all linked to your Username and Password. Please note that Collateralised Trading Account “CTP” portfolios cannot be registered on PV&M

Please contact your Private Banker for assistance with the registration process.

Payment Instructions

The Payment Instruction feature is a service that you may use to send payment instructions to your Private Banker. When you use the Payment Instruction feature to send a request for a wire transfer payment, you are requesting Standard Chartered Private Bank to accept your instruction as being duly signed and authorised by the individual who registered for the Username and Password and whose account(s) are linked to the Username and Password, and certifying to Standard Chartered Private Bank that you have not shared your Username and Password with anyone else. You accept full responsibility for Standard Chartered Private Bank relying on your instruction sent as an original message and you agree that Standard Chartered Private Bank has no responsibility for any claims that may result if your original instruction request is delayed or rejected by Standard Chartered Private Bank. If your instruction is time sensitive, you should contact your Private Banker immediately. Please read the appropriate section of the User Agreement carefully before deciding to register for this feature. Further, please note that we may deem it necessary to contact you in order to confirm and proceed with such instructions.

I forgot my Username / Password. What do I do?

During registration you will be asked to create a Username and Password. If you forget your Username or Password, please select the “Forgot Username and Password” feature on the Login page.

You may reset your Username / Password online by following the steps below:

  1. Select "Forgot Username / Password" on Login.
  2. Input your details:
    • Your main Portfolio (CIF) Number
    • Investment Centre
    • Last name
    • Document Id (The Identification number provided to open your Private Bank account.)
    • Date of Birth
    • Country of Birth
    • Accept Terms and Conditions (please read this document before submitting your acceptance)
    • Click Submit
How long is the One Time Password (OTP) sent via SMS valid?

The OTP sent via SMS is valid for 100 seconds. If it expires, you will be prompted to request a new OTP to continue your activity on Portfolio View and Messaging.

What is the “Resend Password” feature? What if I don’t receive the One Time Password (“OTP”) on my mobile?

If you do not receive a temporary password on your mobile within 20 seconds, you may choose to receive it again by selecting the “Resend OTP” button. However, the option to “Resend OTP” is available only once for each login, after which the button gets disabled. If you have registered a Hong Kong mobile phone number please ensure that the ‘SMS Call Forwarding’ option is disabled in order to receive the OTP SMS.

What if I do not receive the One Time Password (OTP) even after selecting “Resend OTP”?

If you do not receive the temporary password via SMS on your mobile even after selecting the “Resend OTP” button, please verify your mobile number registered with the bank is valid by contacting your Private Banker. Alternatively, please try again as the SMS network may be experiencing heavy traffic. If you have registered a Hong Kong mobile phone number please ensure that the ‘SMS Call Forwarding’ option is disabled in order to receive the OTP SMS.

What do I need to do in order to receive the One Time Password (OTP) via SMS?

In order to obtain your temporary password, you need to ensure that your existing mobile phone number registered with Standard Chartered Private Bank is valid and current. To update your mobile number, simply contact your Private Banker. If you have registered a Hong Kong mobile phone number please ensure that the ‘SMS Call Forwarding’ option is disabled in order to receive the OTP SMS.

Can I register more than one Portfolio?

Yes. Following your initial registration, you can register up to nine additional Portfolios* and have them all linked to your Portfolio View and Messaging Username and Password. You will need to register each Client Portfolio individually via the “Add Portfolio” feature.
If the Portfolio you are registering has more than one sub-portfolio (e.g., 12345-2, 12345-3), you will view these sub-portfolios online without additional registration steps. Please note that there may be certain restrictions when linking your accounts. Once we receive the request to add a portfolio we are required to conduct various checks before completing the additional portfolio registration. You may check with your Private Banker or Investment Centre for specific procedures.

*Collateralised Trading Account portfolios cannot be registered on the Platform.

Your Standard Chartered trust company administers a Private Investment Company or trust that I have established. Can I still register?

Yes, you can register as long as you are an authorised signatory. Please note that you will only be able to View Portfolio information.

I have a joint account and either my spouse or I have signature authority. Can I register?

Yes you may, however please note that only one individual in the joint account can register.

I have a joint account and both individuals’ signatures are needed to process a transaction. Can I register?

Yes, you can register for Portfolio View and Messaging; however, you will only be able to use Portfolio View and not the Messaging service.

I no longer want to be registerled. How do I cancel the service?

To cancel the service, you may delete the Primary Portfolio you registered with and all the other supplementary Portfolios will be deleted. Select "Delete Portfolio” in the My Profile section. Note that when you delete your primary Client Portfolio you are automatically withdrawn from the service.

USING PORTFOLIO VIEW
How does Portfolio View work?

It’s simple. After we validate your initial registration, you can, at any time, log in and access your account information. Once there, you can view or print your daily portfolio information, including recent transactions, or view, print or download your latest and historic official Statements as well as certain transaction Advices. If you registered more than one Client Portfolio, you will be able to view similar information for each Client Portfolio.

How do I access my portfolio information online?

Once your registration is activated, you may Login using the following steps:

  1. Select the "Client Login" button from any page on Standard Chartered Private Bank Website
  2. Enter your Username and Password and select "Login"
  3. If you have a portfolio booked under Singapore Investment Centre, upon login you will be requested to go through an additional level of authentication, whereby you will be sent a One Time Password (OTP) via SMS on your mobile number registered with the bank. Please enter this OTP correctly to be able to access further account information in Portfolio View. Please note this OTP is valid for 100 seconds.
  4. Once step 3 has been successfully completed, you may proceed to view your account information in Portfolio View.
Can my Private Banker view my portfolio information?

Yes. The system has been designed so you and your Private Banker can view the same information at the same time. This should facilitate discussions about your portfolio and recent transactions. Your Private Banker will, of course, have his or her own unique Username and Password and is only authorised to view and reply via the message centre and not to use the Original Instruction feature.

What is the process for FX rate calculations for Portfolio View daily account information updates?

FX rates are sourced from Reuters at the start of day for each location.

How do I view my official Consolidated and/or Collateralised Trading Account Statements for the last 18 months ?

To view historic statements for the last 18 months, please go to “View” on the main navigation bar and select “eStatements” on the drop down menu. . (Singapore clients will be required to submit a One Time Password sent to their mobile phones). Scroll down the page to view the latest eStatements available, or use the search filter to refine the statement selection based on Client Portfolio-Number, Statement Type and Date range.
If you are registered to receive monthly statements, then you will be able to search for the last 18 months official statements, otherwise you will only be able to view quarterly statements for the past year. If you are a Singapore booked client and have holdings in Collateralised Trading Accounts with the bank, you can view the monthly Collateralised Trading Account Statements under the Client sub portfolio that ends with “1” e.g. 123456-1. Collateralised Trading Account Statements are only available in PV&M for those clients that have booked in Singapore Investment Centre.

What are eAdvices?

eAdvices are documents that capture certain investment transaction records for the previous business day in a single pdf file. They are only available on PV&M for clients booked in Hong Kong and Singapore.
If you are a registered user of PV&M, you can log into PV&M, view and download the consolidated eAdvice document for previous transactions. eAdvices will be retained in PV&M for 3 months. Please note that when the latest eAdvice is available on PV&M, a notification will be sent to the email address you have registered with the Bank.

Which investment transaction records will I be able to view in the eAdvice document?

eAdvices include the following transactions

  • Cash In / Cash Out, including cash settlements for Premium Currency Investments (PCI), Options and Swap settlements
  • Securities In and Out (Transfers)
  • Investment Product trades, such as mutual funds
  • Foreign Exchange Settlements
  • Dividends and Coupons
  • Loan transactions*
  • Deposit transactions*

Which investment transactions will I not be able to view in the eAdvice document?

eAdvices do NOT include certain transaction records for the following transactions. Paper advices will continue to be mailed to you:

  • Cash In / Cash Out, including cash settlements for Premium Currency Investments (PCI), Options and Swap settlements
  • • Derivative products
  • Foreign exchange
  • Equity Structures
  • Accumulators and Decumulators (AQ/DQ)
  • Premium Currency Investments (PCI)
*Some Loan and Deposit transaction records are only made available on the Official Statements.

How do I view eAdvices in PV&M?

To view historic eAdvices for the last 3 months, please go to “View” on the main navigation bar and select “eAdvices” on the drop down menu. (Singapore clients will be required to submit a One Time Password sent to their mobile phones). Scroll down the page to view the latest consolidated eAdvice document available, or use the search filter to refine the selection based on Client Portfolio-Number, Statement Type and Date range.

How do I opt out of receiving Official Consolidated Statements or Advices* in paper from the bank?

You can choose to opt out of receiving paper copies of Official Consolidated Statements and / or certain Transaction Advices* on PV&M. Go to “My Profile” on the main navigation bar and select “Personal Details” on the drop down menu. The default Paper Subscription preference is for you to continue receiving paper Statements and Advices. If you wish to opt out of receiving paper Statements and Advices, you need to de-select this option in each tick box provided.
Please note we currently do not offer the option to stop receiving paper copies of Statements or Advices for Hong Kong Booked Clients. Please contact your Private Banker for more information.

*Please note that certain Advices are not included in the consolidated eAdvice document, and you will continue to receive these Advices in paper form.

Can I view Transaction History for my accounts?

You can view, download and print transaction history of your cash accounts for the last 12 months in Portfolio View. You can download these in PDF and CSV (Comma Separated Value) File format.

What’s the purpose of pie-charts in Portfolio View and Messaging?

Pie-charts in Portfolio View and Summary screens are the visual representation of your assets and liabilities at a consolidated and individual portfolio level respectively. The pie-charts assist you in the management of your portfolios. Next to the pie-chart shown on Portfolio Overview, you will find the breakdown of your assets and liabilities listed. The information in the pie-chart(s) and the list is as at the previous day’s close of business.

Why do I not see pie-charts in my Portfolio View and Messaging account?

If you do not hold any positive assets or liabilities with the Private Bank in Portfolio View, you will not see the pie-chart. Instead you will see a message like “You do not have any positive assets/liabilities across all your portfolios in Portfolio View”. Further, if Flash application has not been enabled on your computer, the pie-chart will not be shown.

In which currency is my pie-chart displayed?

As a consolidated portfolio view, if all your portfolios are in the same currency, then the pie-chart is displayed in the primary Client Portfolio’s reference currency, otherwise the currency displayed will be USD. However at individual portfolio view, the pie is displayed in the respective Client Portfolio’s reference currency.

In which language is Portfolio View and Messaging available?

PV&M is available in English and Traditional Chinese. You may select the language at the time of Login. Once logged in, you will not be allowed to change the language. The assets and liabilities names and values, account balances, transaction history, Statements and Advices will continue to display in English, even if you have opted for Traditional Chinese.

SECOND FACTOR AUTHENTICATION (2FA) – ONLY APPLICABLE TO CLIENTS OF SINGAPORE
What is Second Factor Authentication (2FA)?

Second Factor Authentication (2FA) is an additional layer of security used by the bank to verify your online identity. With 2FA, Standard Chartered Private Bank clients that have portfolios booked in Singapore will be required to provide a unique additional One Time Password (OTP) for accessing account details within Portfolio View. Clients that do not have portfolios booked in Singapore will not have to go through the Second Factor Authentication.

This is in addition to the existing private banking Username and Password and in line with the recommendations from the Monetary Authority of Singapore (MAS) for all banks to adopt Second-Factor Authentication (2FA) for enhanced online banking security.

What is Standard Chartered Private Bank’s approach to 2FA for its clients?

Standard Chartered Private Bank has deployed an SMS-based solution for private banking clients whereby the OTP is received via SMS sent to their mobile phones registered with the bank. Clients may contact their Private Bankers to update the mobile number at which they wish to receive the SMS.

What is Additional One Time Password (OTP) via SMS and how does it work?

You will be asked to enter your Username and Password. Once you enter Portfolio View you will be prompted to enter the additional One Time Password (OTP) to access further account information. The OTP is a single-use password that can be obtained via SMS through clients mobile phones. Clients using this 2FA mode will be required to have a mobile number registered with the bank. To find out if your mobile number is registered, please contact your Private Banker.

How long is the OTP valid?

The password sent via SMS is valid for 100 seconds. If it expires, you will be requested to login to Portfolio View again by entering your Username and Password.

What is the “Resend OTP” feature? What if I don’t receive my OTP on the mobile?

If you do not receive OTP on your mobile within 20 seconds, you may choose to receive it again by selecting the “Resend OTP” button. The SMS will be sent via an alternate route. However, the option to “Resend OTP” is available only once for each login, after which the button is disabled. If you have registered a Hong Kong mobile phone number please ensure that the ‘SMS Call Forwarding’ option is disabled in order to receive the OTP SMS.

What if I do not receive the OTP even after selecting ‘Resend OTP’?

If you do not receive the OTP via SMS on your mobile even after selecting the “Resend OTP” button, please verify that your mobile number registered with the bank is valid by contacting your Private Banker. Alternatively, please try to login again to Portfolio View after some time as the SMS network may be experiencing heavy traffic. If you have registered a Hong Kong mobile phone number please ensure that the ‘SMS Call Forwarding’ option is disabled in order to receive the OTP SMS.

Can I choose not to use OTP for Portfolio View and Messaging?

It is compulsory to use OTP for clients that have portfolios booked in Singapore Investment Centre. Clients booked at other investment centres may continue to access PV&M without OTP. This will ensure that only authorised clients can gain access to highly sensitive banking information. In line with new password reset procedures, all clients registered to Portfolio View who forgets their password will receive an OTP with a temporary password.

How do I apply for OTP via SMS?

By default, clients who have registered their mobile numbers with Standard Chartered Private Bank will be able to receive OTP via SMS through their mobile phones when they login to PV&M.

What do I need in order to receive the Additional One Time Password (OTP) via SMS?

In order to obtain your OTP, you need to ensure that your existing mobile phone number registered with Standard Chartered Private Bank is valid and current. To update your mobile number, simply contact your Private Banker. Please note only one mobile number can be registered to receive OTP.

Will I incur any charges for receiving OTP via SMS?

No. The bank will pay for any outgoing SMS sent to clients. You will not be charged for an incoming SMS. However, if you are receiving an SMS while travelling overseas (outside the country in which the mobile has been registered), there may be an incoming charge for the SMS depending on the country specific telecommunications companies.

Can I access Portfolio View and Messaging overseas using OTP via SMS?

Yes, you should be able to access Portfolio View in most countries. Please ensure that your mobile phone is registered with the bank and is enabled with global roaming service through your network provider.

I am not able to receive OTP after I have logged on using my existing Private Banking Username and Password, why is this?

If you are unable to receive the SMS, it could be due to the following reasons:

  1. You have not registered your mobile number with us. You can do so by contacting your Private Banker.
  2. You are using a mobile phone number other than your registered mobile phone number. You can only receive your OTP with your current and registered mobile phone number. To update your mobile number, simply contact your Private Banker.
  3. The network may be experiencing heavy traffic or the mobile phone could be out of coverage area. Please try again later.
I have confirmed that my mobile phone number is updated and current but I am still unable to receive the OTP, what should I do?

If you are still unable to receive your OTP although your mobile number is confirmed updated and current, it could be due to the following reasons:

  1. You may have recently switched your mobile phone service provider while still retaining your old mobile number. You may experience non-receipt or delayed SMS, as it is a known problem of portability between difference local telecommunication service providers.
  2. Our SMS gateway could be under maintenance and the system may be experiencing temporary downtime.
  3. There may be some service delays or interruptions by your mobile service providers. Delays could arise due to high SMS load, e.g. festive seasons, service outage, earthquakes, etc.
  4. Your mobile phone may be out of network coverage. Please check the signal strength on your phone. You may need to move your phone to an area where there is better network coverage.
  5. The SMS inbox of your phone may be full. You will need to delete some messages from your mobile phone inbox before new incoming SMS can be received.
  6. You have registered a Hong Kong mobile phone number and the ‘SMS Call Forwarding’ option is enabled. You need to disable the SMS Call Forwarding option in order to receive the OTP SMS.
  7. If the problem persists, kindly contact your Private Banker for further assistance.
USING MESSAGING
How does Messaging work?

After you login successfully, we will let you know whether you have any messages in your inbox. You can check your inbox messages or draft a message to your Private Banker. In addition to a basic message template, we have also created mail or wire payment instruction templates that can be used – similar to a fax – to confirm a recent verbal instruction given to your Private Banker.

How will I know I have a message in my inbox?

During registration you have the option of registering for e-mail notifications to be sent to your internet e-mail address to notify you that you have a message from your Private Banker in your inbox. Note that e-mail notifications are optional and are provided as a convenience only. Notifications are sent as regular e-mail, which means they could be subject to delays and could, in some instances, arrive several hours after you receive a message in your inbox. While they do not contain sensitive information, your e-mail address, if obtained by a third party, can be sufficient to identify you as a user of Standard Chartered Private Bank services. You should carefully evaluate the convenience of receiving e-mail notifications against any privacy concerns you may have.

How is using messaging different from regular e-mail?

Unlike regular e-mail, which can be intercepted easily and viewed by unauthorised parties, our Messaging service is secure. Clients concerned about maintaining the privacy of their private banking relationship are strongly advised to conduct all electronic communications with their Private Banker via Messaging. Use the service for your communication needs – anywhere in the world – from sending a simple note to your Private Banker, to finalising meeting arrangements, or requesting more information about an investment product. Or use Messaging to send your Private Banker a secure message, in place of a fax, to confirm a verbal transaction request.

What will happen to my message if my Private Banker is out of the office?

We have designed this system to be as secure and private as possible, which means that messages you send can only be accessed by your Private Banker and, in some cases, the Client Service Manager assigned to your account. There is the possibility that one, or both, of these individuals may be out of the office when you send your original instruction message and, therefore, there is a chance that your original instruction message may not be accessed immediately. If you have an instruction request that is time sensitive, you must contact your Private Banker by telephone when you send your original instruction message and advise your Private Banker of the nature and extent of the sensitivity.

I am the beneficial owner of a Private Investment Company (PIC) and want to use the Secure Messaging facility. Is this possible?

If you are an authorised signatory of the PIC and have the signing authority to do so, you will be able to use the Secure Messaging facility.



October 2nd 2014

The Shellshock (or Bash Bug) vulnerability has recently been discovered by IT security researchers. This vulnerability could allow an attacker to gain control over an affected machine, access confidential information and perform unauthorised activities. The Bank has carried out investigations and found no vulnerability in our systems. We will continue to monitor our systems and the external environment to take necessary action if a threat is detected