| Q： |
How should I apply for Personal Online Banking Service?
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| A： |
▪Bank Branch: Bring your ID card and verification account seal to any of the Bank’s branches in person to make application. (Non-ROC citizens please bring your passport and verification account seal).
▪Customer Service Centre: ROC citizens aged over 20 and inclusive can make application through our 24-hour Customer Service Centre. Please call 4058-0088 (mobile phone users please dial (02)4058-0088)
▪Online Application: ROC citizens aged over 20 whose mobile number has been registered with the Bank and inclusive can make online application on the Bank’s Web site. Please use any of the following for ID verification: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card’s magnetic stripe PIN. Follow the webpage instructions to complete your application. Apply Now
Please note that, if you make application through the branch or the Customer Service Centre, please visit the online banking homepage and follow the instructions to complete “activation settings”. Then you are ready to enjoy the convenient online banking service easily!
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| Q： |
Can I apply for Personal Online Banking Service if I don’t have a mobile phone?
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| A： |
Yes. If you apply for the service after December 13th, 2010, you can login Personal Online Banking Service using the “Fixed Password” set up by yourself and execute low-risk transactions, such as designated transfers, and time deposits. However, since you cannot use SMS OTP, you CANNOT conduct higher-risk transactions including non-designated transfers, payment to other’s Standard Chartered credit card bills, other bank’s credit card bills, Chunghwa Telecom bills, Other Telecom Co. Bills, selected payees, trust investment and personal information update either. |
| Q： |
If I continued to enter wrong “username” and “password” when I login Personal Online Banking Service and therefore got locked, how can I unlock it?
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| A： |
Use “Fixed Password” to login and get locked after 3 times of wrong entry consecutively, your login qualification and “SMS OTP” will be locked at the same time. Please use any of the following ID verification methods: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card magnetic stripe PIN, click on “online unlock” on the online banking homepage, and follow the instructions to complete the unlock process. If you wish to unlock “SMS OTP”, please proceed through e-ATM or Contact center or visit any of our branches in person.
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| Q： |
What should I do if I forget my Username/Fixed Password?
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| A： |
If you are a “Fixed Password” user, please use any of the following ID verification methods: chip ATM card (used with card reader), phone banking password, or ATM card/Visa ATM card magnetic stripe PIN, click on “online unlock” on the online banking homepage, and then you can reset your username and Fixed Password.
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| Q： |
Why Automatic Teller Machines (ATM) are not available during midnight?
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| A： |
The Bank has day-end accounting procedure during non-peak hours (12:00 AM to 2:00 AM) to cause least impact; customers will not be able to process transactions on ATM within about 2 minutes. Please kindly try again later. We apologize for the inconvenience.
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| Q： |
Is any encrypted for eStatement?
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| A： |
Yes. For individual privacy protection, eStatement you received is encrypted PDF file. Please follow the instructions, enter your password and your will be able access your bill. |
| Q： |
If I use mobile device to receive Standard Chartered eStatements, do I need to enter password to access my bill?
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| A： |
Yes. For mobile users, it is the same to enter password to open encrypted PDF file. If your mobile device does not support to password function, and please follow the below instruction:
• For apple’s user, please download free app iBooks form APP Store.
• For Android’s user, please download free app Adobe Reader from Market.
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| Q： |
How do customers use foreign currency remittance services via Personal Online Banking?
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| A： |
Please visit our branches to fill out application with remittance information handy, such as beneficiary account number and account name, beneficiary address, beneficiary bank name and address, beneficiary bank code (SWIFT Code). |
| Q： |
When applying foreign currency remittance, why does the Bank suggest customers to provide mobile phone number and email address on the application form?
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| A： |
Because the Bank will notify customers the transaction result via email and any transaction fail via SMS. Therefore, we suggest providing correct contact information. |
| Q： |
After customers pre-designated foreign currency remittance information, when will it be ready to use via Personal Online Banking?
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| A： |
The service will be available via Personal Online Banking in two business days. |
