Frequently asked questions on the different ways to bank

SC Mobile App

Getting started
How do l start using my account?

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. Available for download at these app stores:

How can I apply for an additional account?

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

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

We've made it easy to manage most of your banking from your mobile with over 70 new banking requests. Once you are up 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’.

How will Standard Chartered protect the privacy of my personal data and documents?

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./p>

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

How do l start using my account?

After submitting your additional account application;

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

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

Activate your debit card using 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.

What products do you offer?

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

Save
Savings Accounts
• Preferential saving interest rates

Current Accounts
• A digital account designed to suit your lifestyle

Fixed Deposit
• Preferential interest rates
________

Clients will be able to either apply on the SC Mobile App or Online Banking. Other products that are avaialble are:

Borrow
Loans
• Personal Loan (Unsecured) - Designed for salary earners to obtain unsecured credit to further their individual plans.
• Mortgage Loan (Secured) - Designed for salary earners to obtain secured credit to purchase, renovate or unlock vale from their proprty.

Is Mobile Banking service available 24-hours?

Yes with both Mobile and Online Banking you can be banking anywhere and anytime. For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

Can I access the service from overseas?

Yes, there are no restrictions. All you need is connection to the internet. For further assistance get in touch with our Call Centre on +263 242 254 281-3, we are here to help.

Do I have to pay for using this service?

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

Submitting an application
I need help with the One-Time Password (OTP)

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 set of digits match the alphabetical letters sent on each OTP. If you are still experiencing issues, kinldy get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

How can I resume my application?

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

1. Open SC Mobile and select ‘Resume Application’.

Please note you will have upto 30 days to submit and manage your application, so do try and finish it as quickly as possible.

I need help with my Personal and Contact details

We ask for Contact details so that your address can legally bind to your eStatements and the account. For any bank letters that you may need from time to time, we also request your Mailing address, but if it is the same as your Residence then you can simply select a check-box.

If you are having trouble completing Personal details or Contact details please get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I need help with Employment and Tax

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

For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I need help Submitting my application

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 set of digits match the alphabetical letters on each OTP sent. If you are still experiencing issues, for further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

What happens if my application expires?

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

Uploading Documents
I need help with Uploading Documents

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

Where can I find the W-8 and W-9 forms?

If your 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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we're here to help.

Re-submitting documents
I have to re-submit due to an unclear image

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I have to re-submit as my Document has expired or not valid?

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 Lease Agreement must be within the valid lease period.
- An Employment Letter must be within the valid employment tenure.
• 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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I have to re-submit due to incorrect or mismatching details

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I have to re-submit due to Whole document edge not shown

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 Call Centre on +263 242 254 281-3, we are here to help.

I have to re-submit my National ID or Passport

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I have to re-submit my Selfie / Photo ID

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

I have to re-submit my Signature

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 Call Centre on +263 242 254 281-3, we are here to help.

I have a technical issue when submitting my documents

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 Call 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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

Verification & Debit Card delivery
How can I Activate my account?

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 we will verify your identity to Activate your account:

1. An approved SCB 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 SCB Branch.

3. Where applicable, ID verification will be completed automatically through integration with the local National registry.

For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

When do I receive my Debit card?

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

How can I activate my debit card and setup a PIN?

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 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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

Register for Online Banking
How to Register for SC Mobile?

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

What should I do if I have forgotten or need to reset my password?

If you forgot your password, you can reset it online using your Debit Card number and PIN.
Open SC Mobile App, 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

For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

Logging in
How can I safeguard and protect my password?

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.

Fund my account
How can I fund my account?

You can fund your account by using the following methods:

1. Mobile Money - transfer funds from your Ecocash & One Money 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.

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.

How can I Fund my account using Mobile money?

FUND ACCOUNT WITH MOBILE MONEY

Move mobile money to your account from these partners:

You will need your SC Bank account number and then please follow these steps below.

Using Mobile Money (Wallet To Bank)

For Ecocash Dial *151*8*1*Amount# or login to the Ecocash app, select Banking Services the select Wallet to bank and follow the instructions.

Please ensure you have your Account Number nearby.
You will receive an SMS notification for a successful transfer.

For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

How can I Fund my account Another bank?

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 SCBLZWHXXXX

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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

How can I fund my account over the counter In-Branch?

OVER THE COUNTER DEPOSIT IN-BRANCH

Deposit cash or cheque at any of our branches.

Locate us - https://www.sc.com/zw/atm-branch-locator/

Mobile Banking
Where can I find my Bank account details?

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.

How can I manage Payees?

To Add a Payee

Once you Login to SC Mobile App, you can add a Local or International Payee 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.

How can I Transfer money?

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 Payee you wish to pay and 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 which is SCBLZWHXXXX

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.

How can I manage my Card services?

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

For further assistance get in touch with our Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

What should I do if I suspect there are unauthorised transactions on my account?

If you suspect there are unauthorised transactions on your account, please report this to our Call Centre +263 242 254 281-3. 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 Call Centre 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 Call Centre on +263 242 254 281, +263 242 254 282, +263 242 254 283, we are here to help.

How can I update my Personal details?

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.

What is the Swift code to receive funds to my Standard Chartered Bank accounts?

Our SWIFT code is SCBLZWHXXXX
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.

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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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