FAQs

    • What is Malware?

      Malware (short for malicious software) infects computers and is designed to steal user information by altering the look and feel of the bank's website. Recently, we have discovered a new Malware program called "SpyEye" which targets online banking users' transactions, specifically with regard to non-designated account transfer.

    • How do I know if my computer is infected with Malware?

      If your computer has been infected with Malware, you will be prompted to enter your National ID, user name, password and Additional Login Pin (ALP) all in one screen. The correct login method is a 2-step authentication process where step 1 requires you to enter your national ID, username and password and step 2 requires you to enter your ALP.
      If your computer has been infected with the "SpyEye" Malware, you will not be prompted for Step 2 but instead be redirected to a page stating "We are checking your security settings. Every step can take 1-10 minutes. Please be patient and don't close or reload the page while we are checking the information."

    • What should I do if my screen shows the above?

      If you encounter a message similar to the above, your computer is likely to be infected with the "SpyEye" Malware. You are advised to close your browser immediately and inform the bank. You are also advised to refrain from using this computer for online banking until it has been checked and cleared of the Malware.

    • How do I keep my computer safe from Malware?

      While the bank has the latest online security, we advise you to protect yourself by taking measures to safeguard against unauthorised access. For instance, you should not provide your login information on these additional prompts and should close your browser immediately if you:

      • Encounter difficulty accessing your account after entering your login credentials on the official Standard Chartered online banking page
      • Receive a message indicating that the transaction “May take 1-10 minutes to complete”, “Security verification in progress” or any other unusual message
      • Receive multiple prompts to re-enter your login information
      • Are redirected to another site to key in your login credentials

      You are also advised to contact us immediately for 24-hour phone assistance at 4058 0088 or 02 4058 0088 from a mobile phone if you notice the following suspicious activities:

      • Your account balance has dropped even though you did not perform any fund transfers
      • You received an SMS alert with a One Time Password although you did not login to your online banking account
      • You received an SMS alert indicating that you have made a fund transfer through online banking which you did not initiate
    • Should I stop using the Online Banking? Is it safe? Should I avoid all online banking services from now?

      While the Bank has the latest online security, we would advise you to protect yourself by taking measures to safeguard against unauthorized access. For instance, you should not provide your login information on these additional prompts and should close your browser immediately if you: Encounter difficulty accessing your account after entering your login credentials on the official Standard Chartered online banking page. Receive a message indicating that the transaction “May take 1-10 minutes to complete", "Security verification in progress” or any other unusual message. Receive multiple prompts to re-enter your login information. Are re-directed to another site to key in your login credentials.

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Speaking Up

Standard Chartered Bank (the “Bank”) is committed to maintaining a culture of the highest ethics and integrity, and in compliance with all applicable law, regulation and internal policy. As part of this commitment, the Bank has a ‘Speaking Up’ programme through which genuine concerns in this regard can be raised. Members of the public can securely raise Speaking Up concerns through this hyperlink, which is hosted on behalf of the Bank by a third party ‘InTouch’. Examples of concerns that can be raised through this website are concerns that relate to accounting, internal accounting controls or auditing matters and concerns relating to bribery or banking and financial crime. Concerns received will be forwarded to the Bank’s investigations team for review. Complaints relating to SCB banking services should not be raised through this site in the first instance, but through the SCB branch network, contact centres, Relationship Managers or the ‘Contact Us’ webpage.

Disclaimer

Please note that this hyperlink will bring to you to another website on the Internet, which is operated by InTouch, an independent company appointed by the Bank to support its Speaking Up programme. Please be mindful that when you click on the link and open a new window in your browser, you will be subject to the additional terms of use of the website that you are going to visit.

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