• • Ensure your contact details are updated to receive timely transaction notifications.
• • Enable banking alert notifications on SC Mobile so you do not miss any alerts.
• • Factor in potential delays and plan your digital transactions according to your needs.
• • Stay vigilant and protect your funds from scams or unauthorised transfers/ withdrawals with Standard Chartered Money Lock.

1. Why is my digital transaction being temporarily put on hold?

We have strengthened our real-time fraud surveillance to safeguard your money. Digital transactions that appear to be unusual will be temporarily placed on hold for at least 24 hours for your protection. We may need to contact you for further verification.

If you recognise the transaction, no action is needed from you. The transaction will be processed after 24 hours, and we will notify you once it’s completed.

2. Why does the Bank need to enhance its real-time fraud surveillance that will cause my digital transactions to be placed on hold?

As digital scams are evolving quickly, there is a need for us to strengthen our fraud surveillance to safeguard your money. This is in line with the Shared Responsibility Framework introduced by Monetary Authority of Singapore (MAS) and Infocomm Media Development Authority (IMDA) announced on 24 October 2024, which outlines the shared responsibility between banks and customers.

More details on the Shared Responsibility Framework is available on MAS website.

3. What are the accounts covered under the Shared Responsibility Framework?

Protected accounts such as savings accounts and current accounts held in the name of one or more persons, all of whom are either individuals or sole proprietors, that can be used to perform electronic payment transactions are covered under the Shared Responsibility Framework.

4. Can I continue to make more digital transactions after my earlier transaction is being temporarily put on hold?

For your protection, any new digital transfers may be rejected until your earlier transaction has been processed. Kindly refrain from submitting duplicate requests.

5. What should I do if I do not recognise the transaction that is temporarily put on hold?

If you did not make this transaction, please report it to us immediately at +65 6747 7000. Select option 0 “For On-Hold Transaction from your deposit account” to report of the fraudulent transaction or select 9 to disable your Online Banking access “Kill Switch”.  Please note that activating the “Kill Switch” will not stop the transaction that is on hold. You will need to report it to us by speaking to our Client Contact Centre Executive to stop the transaction from going through.

6. What can I do if I need to make an urgent digital transaction?

In line with the Shared Responsibility Framework introduced by Monetary Authority of Singapore (MAS) and Infocomm Media Development Authority (IMDA), the transaction will be processed after 24 hours, and we will notify you once it’s completed. No action is needed from you however we may need to contact you for further verification.

If you still require further assistance, please call our Client Contact Centre at +65 6747 7000 or visit any of our bank branches.

Payment warning messages may be shown for some transactions that are deemed suspicious. Clients can review the warning message and decide if they still wish to proceed with the transaction.

1. Why am I seeing this payment warning message?

The payment warning message is triggered when our system detects certain fraud risk indicators in your transaction. This is a precautionary measure to help protect you from potential scams.

2. What happens if I cancel the transaction?

If you choose to cancel the transaction, no funds will be deducted from your account, and the payment will not proceed.

3. What happens if I proceed with the transaction?

If you decide to proceed, you may be required to enter your Transaction Signing PIN (TSP) as a step-up authentication. The payment will then be processed and sent to the recipient.

4. Can I opt out of receiving this payment warning?

No, payment warning cannot be disabled. This is an added security measure to help safeguard your transactions against potential scams.

5. Does receiving a payment warning mean my transaction is fraudulent?

The warning is a precautionary measure based on certain fraud risk indicators. While it does not confirm fraud, we strongly encourage you to verify the recipient’s identity and ensure the transaction is legitimate before proceeding.

Our online services are protected by firewalls to protect against potential breaches.

Your online banking session will be logged out after 15 minutes of inactivity to prevent others from gaining access to your account.

eStatements enable you to keep track of all your transactions easily and efficiently. It is password protected and is only sent to the email address registered with the bank.