Keep your offshore account secure and active
From time to time, we’re required to confirm or update your information as part of our Know Your Customer (KYC) obligations. Here’s what to expect if we contact you. PLEASE NOTE: Where this information has not been received, we will restrict access to both your account and card. Please follow the process below to enable us to restore full access to your account.
How to update your info: step-by-step
Step 1: Look out for our email
You would have received an email from Standard Bank Offshore ([email protected]) to update your KYC information.
* We will never ask for your password, PIN or full banking credentials.
Step 2:
Complete the form & provide supporting documents
You’ll be asked to:
- Complete the account refresh form
- Provide supporting certified identity and proof of address documentation
Step 3:
We review your submission
Once submitted, your information will be reviewed by our team.
We will contact you if we need any additional information, or to inform you that your account has been re-activated.
Note: A notification from our Client Contact Centre that your query has been closed does not mean your account has been reactivated. This indicates only that your contact centre query has been resolved.
Frequently asked questions
What is KYC?
KYC (Know Your Customer) is a regulatory requirement that means we must verify and keep your information up to date.
Why does it matter?
It helps protect you, your account and the integrity of the financial system. It’s a standard requirement for international banking.
What happens if I don’t update my information?
We may need to place restrictions on your account until the required information is received and approved.
We have emailed all affected clients asking for the required information. Access to your account will be restricted if we haven’t received this form and supporting documents within the communicated timeframe.
My account has been restricted. Now what?
The quickest way to have any restrictions on your account lifted is to complete the form and return any supporting document requested.
Your best solution is to search your email inbox, and spam/junk folder, for an email from [email protected] with the subject line: Action Needed: Help us restore access to your account and cards
How do I update my information?
If we need updated information, you’ll receive a secure email from [email protected]
inviting you to complete a form and provide supporting documents. Follow the instructions in the email and provide the required documents.
We will never ask for your password or PIN.
What happens after I submit my information?
Your submission will be reviewed by our team.
We’re currently managing a high volume of correspondence and are unable to guarantee specific turnaround times. If additional information is required, we’ll contact you.
If your account has been restricted, access will only be restored once all required information has been reviewed and approved.
How long will it take to re-activate my account?
We’re unable to guarantee a specific timeframe for account reactivation.
Processing times may vary depending on the information provided and whether any additional documentation is required.
Your account will be restored once the review has been completed and all requirements have been met.
How must my ID be certified?
The certifier must include this wording:
“Having seen the document and the individual at the same time, I certify that the document is a true copy of the original and that the photograph bears a true likeness of the individual.”
The certification must also show: Date, Signature, Full name, Profession, Contact details. Incomplete certifications cannot be accepted.
Who can certify my identity document?
We accept certification from: Lawyer, Accountant, Director or manager of a licensed financial institution, Notary public, Senior civil servant, British Consular Official, Standard Bank staff member. Certifications from South African police are not accepted.
How often will the bank request this information?
There’s no fixed schedule. We may request updates periodically, if regulations change, if your circumstances change or if your documents expire.
What does ‘case closed' mean?
If you contacted our Client Contact Centre, you may receive confirmation that your query has been closed. This relates to your enquiry only and does not necessarily mean your account review or reactivation is complete.
Your account will only be fully restored once the regulatory review has been finalised.