CUSTOMER SERVICE HOTLINE

Call our phone banking team hotline for immediate assistance

PHONE BANKING

5247

FREQUENTLY ASKED QUESTIONS

Open SC Mobile, on the Prelogin page you can select ‘Apply for Bank Account’ where you will be asked if you are new to the bank or an existing client.

If you are a New Client to the bank – you will proceed to the Product Catalogue where you may apply for either 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 a Fixed Deposit, Personal loans, Credit Card, Mortgage, and Overdraft. So become a Standard Chartered Client today and discover the easy ways you can start digital banking.

If you are an Existing Client – you will need to Login, then visit ‘Main menu > Apply for a new Product’. We have a wide range of Digital accounts: Savings and Current accounts, Fixed Deposits, Loans and Cards.

We’ve made it easy to manage most of your banking from your mobile with over 70 new banking requests. Once you are logged in and banking, you may manage your service requests by visiting the ‘Main menu > Service Requests’. You can also make changes to your profile by visiting the ‘Main menu > Service Requests> Profile Details’.

For Zambian Nationals

  • NRC or Passport
  • TPIN
  • Proof of residence (optional)

For non-Zambian Nationals

  • Passport
  • TPIN
  • Government approved permit
  • Proof of residence (optional)
  • Dial *858#
  • Select option 2 – TPIN Registration and follow the prompts

The security of your personal data is important to us. SC 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 SC. 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

Digital banking is the digitisation (or moving online) of all the traditional banking activities and programs that historically were only available to clients when physically inside of a bank branch.

We offer account opening for the following accounts on SC Mobile App, refer to our website for our full offering.

Save
Savings Accounts

  • You have big dreams for your future, for yourself and your family.

Current Accounts

  • A digital account designed to suit your lifestyle

Fixed Deposit

  • Fixed Deposit – helps you grow your savings with guaranteed high returns.

________

If you are an existing Client, you will be able to either apply on SC Mobile App or start a conversation:

Borrow
Loans

  • Personal Loan (Unsecured) – Designed for salary earners to obtain unsecured credit to further their individual plans.
  • Mortgage Loan
  • Auto Loan

Cards

  • Credit Card

How digital account opening works

STEP 1 – Download SC Mobile App from the App store if you are using an Apple device or from Google Play store if you are using any other handset/device. Search for ‘SC Mobile Zambia’.

STEP 2 – Apply for a new account by selecting ‘Open a Bank Account’. You may select both a Savings Account and a Current Account. You will need to be 18 years or older and be in possession of a National ID or Passport if you are non-citizen.

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 SC Terms and Conditions and submit your application. Within 2 working days we will deliver your debit card and activate your account.

STEP 5 – If you have any required updates to your application or documents we will send you notifications to resubmit documents on SC Mobile App.

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 authenticate 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:

  1. An approved Standard Chartered (SC) courier agent will authorise your identity verification.When this is completed we will hand over your new debit card. Card delivery will be done within 2 working days.
  2. Visit your nearest SC Branch, Locate us
  3. Where applicable, ID verification will be completed automatically through integration with the local National registry.

STEP 7 – Now that you have been activated, it will be time to Register for SC Mobile App and Online Banking using your temporary ID and password, to set up your own Login credentials and you can also setup easy login with Touch ID.

STEP 8 – After around 2 working days, 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 accounts. 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 Client Care Centre.

Yes. Both Mobile and Online Banking are available 24/7 allowing you to bank  anywhere and anytime. For further assistance get in touch with our Client Care Centre, we’re here to help.

Yes, there are no restrictions. All you need is connection to the internet.

For further assistance get in touch with our Client Care Centre, we’re here to help.

No you don’t have to pay, it is a FREE service to access SC Mobile App 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 Client Care Centre on 5247,we’re here to  help

During 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 2 Factor Authentication (Login & OTP) security before you can access.

Please note you will have within 30 days 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 Client Care Centre, we’re here to help.

We ask for Contact details so that we know where to direct any physical or electronic correspondence. Account eStatements will be sent to the email address provided. For any bank letters that you may need from time to time, we also request your Mailing address to which they will be sent.

if you are having trouble completing Personal details or Contact details please get in touch with our Client Care 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, we are mandated to collect your FATCA status, additional Nationality and Residency status to adhere to Local regulations.

For further assistance get in touch with our Client Care Centre, we’re here to help.

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 gallery and you can select it for the upload.

For further assistance get in touch with our Client Care 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 Client Care Centre, we’re here to help.

On the Review page you will need to agree to our General Declaration and also accept all Client 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 Client Care Centre, we’re here to help.

You will have within 30 days to submit , manage and complete your application. If your application has expired, we regret that you will have to start a fresh application and start over.

If Verification was not legible due to image 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 Client Care 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 Client Care 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 Client Care 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 Client Care 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 Client Care 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 all of the edges of the document edges are 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 Client Care 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 Client Care Centre, we’re here to help.

If you have received a notification of a technical issue, we recommend you try re-uploading your image tasks again.If you are still experiencing a technical issue please get in touch with our Client Care Centre by selecting ‘Help’ on the Prelogin home screen of SC Mobile App 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 Client Care Centre, we’re here to help.

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 multiple ways on how we will verify your identity to Activate your account:

  1. An approved SC courier agent will authorise your identity verification. When this is completed we will hand over your new debit card. Card delivery will be done within 2 working days.
  2. Visit your nearest SC Branch Locate us (At your convenience)
  3. Where applicable, ID verification will be completed automatically through integration with the local National registry.

For further assistance get in touch with our Client Care Centre, we’re here to help.

For new to bank clients, after completing Account activation, your debit card will be delivered within 2 to 3 working days at a time and location that suits you. Our SC approved agents will call you before to schedule this FREE delivery.

For existing SC Clients, after receiving an assigned account number, your debit card will be delivered for FREE within 2 to 3 working days.

Open SC Mobile App, 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. Block & Replace Debit Card
  2. Replace My Debit Card
  3. Change Debit Card PIN
  4. Activate Debit Card & Set PIN

For further assistance get in touch with our Client Care 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 App 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’
  2. On the Login screen select ‘Register Here’
  3. Register using your Temporary User ID (received via email) and Temporary Password (received via SMS).
  4. Post first-time login, you will be prompted to set up your own login credentials. Make sure that you choose a strong password and store it securely.

For further assistance get in touch with our Client Care Centre, we’re here to help.

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

  1. Debit card number, Card expiry date and Card PIN
  2. Credit card number, expiry date and PIN

For further assistance get in touch with our Client Care 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.
  • Be 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 MTN & Airtel mobile money account into your newly opened bank 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 Home page after login in and on your ‘Account details’ page, look out for the ‘Account information’ icon.

See additional FAQs on each method below.

Using Mobile Money (Wallet To Bank)
MTN: Dial *303#

  • Select option 7 (banking services)
  • Select option 5 (Stanchart)
  • Select 1 (money transfer)
  • Enter account number
  •  Enter amount
  • Enter mobile money PIN

Airtel: *778#

  • Select 6 (my bank account),
  • Select option 1 to move from wallet to bank account
  • Select 1 (to my own bank account)
  • Select option 3 (Standard Chartered Bank)
  • Enter account number
  • Enter amount
  • Enter mobile money Pin

Please ensure you have your newly opened Account Number handy.

You will receive an SMS notification for a successful transfer.

TRANSFER FROM ANOTHER BANK

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

LOCAL TRANSFER

  1. Account number
  2. Account Name

INTERNATIONAL TRANSFER

  1. Account number
  2.  Account Name
  3. SWIFT code SCBLZMLX

Where can I find my SC Bank account number?

Your SC Bank account number can be found on the  ‘Home page’ after login in 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 Client Care 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,

Locate us

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 receipt confirming the transaction will be issued.

Option 2 – Debit card deposit

Insert your Debit card and enter PIN, Select  ‘Cash deposit’

Follow the onscreen instructions.

A receipt confirming the transaction will be issued.

Locate our Cash Deposit Machines 

Locate us

Please ensure you have your newly opened Account Number handy.

Fund your account through electronic funds transfer

Transfer fund into your account from any bank through online or mobile banking

Once you Login to SC Mobile App, 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 App, you can add a Local or an International Payees by selecting the ‘Main menu > Transfers > Add a new payee’. 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 Remove a Payee

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

Once you Login to SC Mobile App, 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 SC 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 App 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 App and Login, once signed-in select ‘Main menu’ and select ‘Service Requests > Card Management’ to select any of the following card requests:

  1. Block & Replace Debit Card
  2. Replace My Debit Card
  3. Change Debit Card PIN
  4. Activate Debit Card & Set PIN
  5. Replace Credit Card
  6. Credit Card Activation and PIN set
  7. Report Lost/Stolen Credit Card
  8. Credit Card PIN change

For further assistance get in touch with our Client Care Centre, we’re here to help.

If you suspect there are unauthorised transactions on your account, please report this to our Client Care 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 Client Care Centre, we’re here to help.

Open SC Mobile App and Login, once signed-in visit ‘Main menu > Service Requests > Personal Details’ to view your profile, you will need an OTP to complete any profile update request.

Client support

Should you require further assistance,customer.first@sc.com or call our 24-Hour Client Care Centre on 5247 (available on all local networks)

Standard Chartered Notification Hub is an enhancement to your SC Mobile app to enable you to receive push notifications for banking advices. Included as well will be a Notification Centre that will centrally store all your push notifications from Standard Chartered.

You can enable the Standard Chartered Notification Hub from “Settings” at Pre-login or Post-login side bar.

Standard Chartered Notification Hub is an opt-in service. If you have not registered for it, you will continue to receive your registered banking alerts over Online Banking via SMS. Login SC Mobile with your Online Banking Username and Password then you can disable the Standard Chartered Notification Hub from “Settings” at Pre-login or Post-login side bar

The banking alerts that you could subscribe through “SMS Alerts” at Online Banking will send to you via Notification Hub once you have enabled Push Notification at your SC Mobile app. Service alerts such as Bill Payment, Cash Withdrawal, Fund Transfer, account Purchase, Cheque return of banking account(s) and Credit Card payment due date reminder.

The marketing alerts related to our promotions, offers and products will be sent to you via Notification Hub once you have enabled Push Notification in your SC Mobile app.

You will continue to receive your registered banking alerts over Online Banking via SMS.

You will receive that banking alerts over SMS.

iPhone users who have registered for push notifications are suggested to open their Standard Chartered mobile banking app every 30 days as notifications sent when app is not running in the background, Notification Hub will not be able to receive them.