A comprehensive guide to your Visa debit card
Welcome to the setup guide on how to order, activate and manage your Visa debit card with additional benefits linked to your Standard Bank Offshore bank account.
Activate your card
Once your account is active, we will order and deliver your card within 7-10 days. You can then activate your Visa debit card using the Mobile App or Online Banking.
Mobile App Activation
- Sign in to the Mobile Banking App
- Tap the menu icon at the bottom right
- Select ‘Manage Cards’
- Choose your card and tap ‘ACTIVATE CARD’
- Confirmation of successful activation will be displayed
Online Banking Activation
- Sign in to International Online Banking
- Click the menu button at the top left
- Select ‘Manage Cards’
- Choose your card if it’s listed and click ‘ACTIVATE CARD’
- Confirmation of successful activation will be displayed
Expiring cards
A new Visa debit card will be sent to the address linked to your account before your current card expires.
Debit cards can also be activated by sending a secure message via online banking or by calling +44 1624 643 643.
Qualifying bank accounts
Our Visa debit card can be linked to the following Standard Bank Offshore accounts:
- Optimum Bank Account
- Platinum Optimum Bank Account
- Professional Demand Bank Account (exclusive for accredited Independent Financial Advisors)
- Seafarer Bank Account (exclusive for mariners in transit)
- Corporate Call Account
- Strata Bank Account
Our Visa debit cards are available in GBP, USD, EUR, or AUD, depending on your account’s currency. To request a card, please contact us during normal opening hours.
If your card is faulty, call the help number on the back of your card for support.
Damaged, lost or stolen cards
If your card is damaged, lost, or stolen, contact our Visa debit card helpline to order a replacement card.*
You can also use Secure Messaging in Online Banking to order a new card:
- Sign in to Online Banking with your login credentials.
- Click the menu button on the top left of the home screen.
- Enter your request for a new card in the free-form text box.
- Provide the delivery address and contact number if it differs from your banking profile details.
* We may charge a fee to replace your Visa card.
If you request a card delivery outside the United Kingdom, we will send it by courier. The courier will need your phone number to ensure prompt delivery.
We suggest that you also notify the relevant law enforcement agencies if you suspect your card has been stolen, or a crime has been committed using your card.
Visa debit card services (24/7 helpline)
During office hours: +44 1624643623
Out of office hours: +44 1624 643644
Contactless payments
Contactless payments are fast, secure and eliminate the need to enter your PIN for certain payments. Simply touch and pay for anything up to £100 (or currency/country equivalent limit as determined by Visa) wherever you see the contactless symbol.
Payment Process
- Merchant enters the transaction amount
- Tap your card on the point of sale terminal
- Enter PIN for transactions over the contactless limit
- Receive a receipt for your purchase
- Use your card as usual for non-contactless transactions or if the card is faulty
Security
Our contactless Visa debit cards use the same secure technology as Chip and PIN cards:
- Transaction approval by the merchant
- No double-charging on accidental multiple taps
- PIN required for payments above £100*
*or currency equivalent as determined by Visa
Manage your PIN
You can quickly and easily view your Visa debit card PIN online.
To retrieve your card PIN, simply log in to Online Banking or the Mobile App:
- Sign in to Online Banking.
- From the home screen, click the menu button at the top left of the screen.
- Select ‘Manage Cards’.
- Choose ‘View PIN’.
- Verify your card information when prompted.
- You’ll receive a one-time password sent to the email address linked to your internet client number.
- Enter the password, and your PIN will display for 10 seconds.
If you don’t receive the one-time password, try the following:
- Ensure the email address you entered matches the one used for Online Banking.
- Check your junk or spam folders for the email.
If you prefer a paper PIN, you can request one by contacting your Personal Banking team or Relationship Manager.
You can also request a PIN reminder by calling the Visa debit card helpline.
Change your card PIN
To change your card PIN, visit any ATM in Poland, Ireland, the UK, Switzerland, the Isle of Man, or the Channel Islands.
Please note that you cannot change your PIN through Online Banking or the Mobile App.
Card locked due to incorrect PIN
If you enter the wrong PIN three times, your card will be locked. Contact the Visa debit card helpline to request a PIN reminder.
Visa Debit Card services (24/7 helpdesk)
International: +44 1624643623
International (after hours): +441624643644
Visa secure shop online
Visa Secure enhances online payment security by verifying your identity during purchases. It replaces the Verified by Visa process with a one-time passcode (OTP) via SMS or approval via the Standard Bank app.
Whenever you make an online purchase, additional verification may be required during the transaction. If extra verification if required, you can choose to receive an OTP via SMS or approve the transaction using the Standard Bank mobile app. Follow the steps to approve and process your transaction.
For queries, contact: South Africa: 0860 033 269 International: +44 (0)1624 643 643
Digital Wallet FAQs
Digital Wallet Frequently Asked Questions
General Information
Q: What is a digital wallet?
A: A digital wallet is a service that allows you to store your payment information securely on your mobile device, enabling you to make payments to any merchant that supports and accepts the wallet, using a card/s enrolled (registered) in your name and activated on the wallet.
Q: What digital wallets does Standard Bank Offshore Support:
A: Apple Pay - Contact – Official Apple Support (UK) / More Products / Apps and Services / Apple Pay
Google Pay - Google Help / Google Pay or select more to view Google Wallet
Q: How do I set up a digital wallet with my Standard Bank Offshore account?
A: To set up a digital wallet, download the relevant wallet app from your device’s app store (if it isn’t already installed on your device), open the wallet app, and follow the instructions to add your Standard Bank Offshore debit card. You may need to verify your card with a one-time code sent by us. This code must never be shared with anyone. You will only be able to use the wallet if your smartphone, tablet, wearable or other device is compatible.
See our Ways to Bank - https://international.standardbank.com/international/personal/ways-to-bank for more information on the wallets that Standard Bank Offshore currently supports.
Q: Where can I use my digital wallet?
A: You can use your digital wallet to make payments to any merchant that supports and accepts the wallet.
Q: Are there any fees for using a digital wallet?
A: Standard Bank Offshore does not charge any additional fees for using a digital wallet. However, standard card fees and charges may apply. Please refer to our Terms and Conditions - https://international.standardbank.com/international/personal/about-us/terms-and-conditions
Setup and Usage
Q: How do I add my card to the digital wallet?
A: Open the digital wallet app, tap the option to add a new card, and follow the on-screen instructions. You may need to enter your card details manually or use your device’s camera to capture the information.
Q: How do I add my card to the digital wallet using the Standard Bank Offshore mobile app?
A: Open the Standard Bank Offshore mobile app, navigate to the card management section, and select the option to add your card to a digital wallet. Follow the prompts to complete the process. You may need to verify your card with a one-time code sent by us. You must not share this code with anyone.
Q: Can I use my digital wallet while traveling internationally?
A: Yes, you can use your digital wallet internationally with retailers that accept digital wallet payments. Wallet providers are not supported in all countries. If you are travelling internationally, we recommend that you confirm the supported countries and regions for the wallet providers in advance of your travels.
Q: What should I do if my device is lost or stolen?
A: Immediately let us know if your device is lost or stolen or if you believe you have been a victim of a SIM swap (in other words the SIM card connected to your mobile phone number is changed without your knowledge or consent) so that we can immediately block your card/s. You can also log into your device manufacturer or wallet provider account on a web browser to manage your device and any cards that were added to the digital wallets for the device account.
For further information, please refer to our Terms and Conditions for Standard Bank Digital Wallets
https://international.standardbank.com/international/personal/about-us/terms-and-conditions
Security and Privacy
Q: How does a digital wallet protect my privacy?
A: Digital wallets protect your card information. The card number is replaced with a virtual account identifier on your device, giving you the confidence to pay digitally, wherever and however you like.
This means your actual card number is never shared with merchants. Additionally, digital wallets require authentication (such as a passcode, fingerprint, or facial recognition) to authorise payments.
Q: What should I do if my transaction is declined when I use the card in my digital wallet?
A: If your transaction is declined, check that you have sufficient funds. If the issue continues, contact Standard Bank Offshore for support using the Contact Us Page. However, it could be an issue on the merchant side.
Troubleshooting
Q: Why is my card not being accepted by the digital wallet?
A: We recommend that you add your card to the wallet from our Mobile App. If you're having any trouble, please check the below;
Ensure that your card is eligible and that you have the latest version of the digital wallet app and your device’s operating system version is up to date.
Ensure you have biometrics enabled on your device and that you are logged into your device account.
Ensure the region you're in is supported by the digital wallet.
If you're still unable to add your card, contact Standard Bank Offshore for assistance.
Q: How do I return an item purchased with my digital wallet?
A: Returns are handled the same way as with a physical card and this may differ from merchant to merchant.
-
Activate your card
-
Qualifying bank accounts
-
Damaged, lost or stolen cards
-
Contactless payments
-
Manage your PIN
-
Visa secure shop online
-
Digital Wallet FAQs
Once your account is active, we will order and deliver your card within 7-10 days. You can then activate your Visa debit card using the Mobile App or Online Banking.
Mobile App Activation
- Sign in to the Mobile Banking App
- Tap the menu icon at the bottom right
- Select ‘Manage Cards’
- Choose your card and tap ‘ACTIVATE CARD’
- Confirmation of successful activation will be displayed
Online Banking Activation
- Sign in to International Online Banking
- Click the menu button at the top left
- Select ‘Manage Cards’
- Choose your card if it’s listed and click ‘ACTIVATE CARD’
- Confirmation of successful activation will be displayed
Expiring cards
A new Visa debit card will be sent to the address linked to your account before your current card expires.
Debit cards can also be activated by sending a secure message via online banking or by calling +44 1624 643 643.
Our Visa debit card can be linked to the following Standard Bank Offshore accounts:
- Optimum Bank Account
- Platinum Optimum Bank Account
- Professional Demand Bank Account (exclusive for accredited Independent Financial Advisors)
- Seafarer Bank Account (exclusive for mariners in transit)
- Corporate Call Account
- Strata Bank Account
Our Visa debit cards are available in GBP, USD, EUR, or AUD, depending on your account’s currency. To request a card, please contact us during normal opening hours.
If your card is faulty, call the help number on the back of your card for support.
If your card is damaged, lost, or stolen, contact our Visa debit card helpline to order a replacement card.*
You can also use Secure Messaging in Online Banking to order a new card:
- Sign in to Online Banking with your login credentials.
- Click the menu button on the top left of the home screen.
- Enter your request for a new card in the free-form text box.
- Provide the delivery address and contact number if it differs from your banking profile details.
* We may charge a fee to replace your Visa card.
If you request a card delivery outside the United Kingdom, we will send it by courier. The courier will need your phone number to ensure prompt delivery.
We suggest that you also notify the relevant law enforcement agencies if you suspect your card has been stolen, or a crime has been committed using your card.
Visa debit card services (24/7 helpline)
During office hours: +44 1624643623
Out of office hours: +44 1624 643644
Contactless payments are fast, secure and eliminate the need to enter your PIN for certain payments. Simply touch and pay for anything up to £100 (or currency/country equivalent limit as determined by Visa) wherever you see the contactless symbol.
Payment Process
- Merchant enters the transaction amount
- Tap your card on the point of sale terminal
- Enter PIN for transactions over the contactless limit
- Receive a receipt for your purchase
- Use your card as usual for non-contactless transactions or if the card is faulty
Security
Our contactless Visa debit cards use the same secure technology as Chip and PIN cards:
- Transaction approval by the merchant
- No double-charging on accidental multiple taps
- PIN required for payments above £100*
*or currency equivalent as determined by Visa
You can quickly and easily view your Visa debit card PIN online.
To retrieve your card PIN, simply log in to Online Banking or the Mobile App:
- Sign in to Online Banking.
- From the home screen, click the menu button at the top left of the screen.
- Select ‘Manage Cards’.
- Choose ‘View PIN’.
- Verify your card information when prompted.
- You’ll receive a one-time password sent to the email address linked to your internet client number.
- Enter the password, and your PIN will display for 10 seconds.
If you don’t receive the one-time password, try the following:
- Ensure the email address you entered matches the one used for Online Banking.
- Check your junk or spam folders for the email.
If you prefer a paper PIN, you can request one by contacting your Personal Banking team or Relationship Manager.
You can also request a PIN reminder by calling the Visa debit card helpline.
Change your card PIN
To change your card PIN, visit any ATM in Poland, Ireland, the UK, Switzerland, the Isle of Man, or the Channel Islands.
Please note that you cannot change your PIN through Online Banking or the Mobile App.
Card locked due to incorrect PIN
If you enter the wrong PIN three times, your card will be locked. Contact the Visa debit card helpline to request a PIN reminder.
Visa Debit Card services (24/7 helpdesk)
International: +44 1624643623
International (after hours): +441624643644
Visa Secure enhances online payment security by verifying your identity during purchases. It replaces the Verified by Visa process with a one-time passcode (OTP) via SMS or approval via the Standard Bank app.
Whenever you make an online purchase, additional verification may be required during the transaction. If extra verification if required, you can choose to receive an OTP via SMS or approve the transaction using the Standard Bank mobile app. Follow the steps to approve and process your transaction.
For queries, contact: South Africa: 0860 033 269 International: +44 (0)1624 643 643
Digital Wallet Frequently Asked Questions
General Information
Q: What is a digital wallet?
A: A digital wallet is a service that allows you to store your payment information securely on your mobile device, enabling you to make payments to any merchant that supports and accepts the wallet, using a card/s enrolled (registered) in your name and activated on the wallet.
Q: What digital wallets does Standard Bank Offshore Support:
A: Apple Pay - Contact – Official Apple Support (UK) / More Products / Apps and Services / Apple Pay
Google Pay - Google Help / Google Pay or select more to view Google Wallet
Q: How do I set up a digital wallet with my Standard Bank Offshore account?
A: To set up a digital wallet, download the relevant wallet app from your device’s app store (if it isn’t already installed on your device), open the wallet app, and follow the instructions to add your Standard Bank Offshore debit card. You may need to verify your card with a one-time code sent by us. This code must never be shared with anyone. You will only be able to use the wallet if your smartphone, tablet, wearable or other device is compatible.
See our Ways to Bank - https://international.standardbank.com/international/personal/ways-to-bank for more information on the wallets that Standard Bank Offshore currently supports.
Q: Where can I use my digital wallet?
A: You can use your digital wallet to make payments to any merchant that supports and accepts the wallet.
Q: Are there any fees for using a digital wallet?
A: Standard Bank Offshore does not charge any additional fees for using a digital wallet. However, standard card fees and charges may apply. Please refer to our Terms and Conditions - https://international.standardbank.com/international/personal/about-us/terms-and-conditions
Setup and Usage
Q: How do I add my card to the digital wallet?
A: Open the digital wallet app, tap the option to add a new card, and follow the on-screen instructions. You may need to enter your card details manually or use your device’s camera to capture the information.
Q: How do I add my card to the digital wallet using the Standard Bank Offshore mobile app?
A: Open the Standard Bank Offshore mobile app, navigate to the card management section, and select the option to add your card to a digital wallet. Follow the prompts to complete the process. You may need to verify your card with a one-time code sent by us. You must not share this code with anyone.
Q: Can I use my digital wallet while traveling internationally?
A: Yes, you can use your digital wallet internationally with retailers that accept digital wallet payments. Wallet providers are not supported in all countries. If you are travelling internationally, we recommend that you confirm the supported countries and regions for the wallet providers in advance of your travels.
Q: What should I do if my device is lost or stolen?
A: Immediately let us know if your device is lost or stolen or if you believe you have been a victim of a SIM swap (in other words the SIM card connected to your mobile phone number is changed without your knowledge or consent) so that we can immediately block your card/s. You can also log into your device manufacturer or wallet provider account on a web browser to manage your device and any cards that were added to the digital wallets for the device account.
For further information, please refer to our Terms and Conditions for Standard Bank Digital Wallets
https://international.standardbank.com/international/personal/about-us/terms-and-conditions
Security and Privacy
Q: How does a digital wallet protect my privacy?
A: Digital wallets protect your card information. The card number is replaced with a virtual account identifier on your device, giving you the confidence to pay digitally, wherever and however you like.
This means your actual card number is never shared with merchants. Additionally, digital wallets require authentication (such as a passcode, fingerprint, or facial recognition) to authorise payments.
Q: What should I do if my transaction is declined when I use the card in my digital wallet?
A: If your transaction is declined, check that you have sufficient funds. If the issue continues, contact Standard Bank Offshore for support using the Contact Us Page. However, it could be an issue on the merchant side.
Troubleshooting
Q: Why is my card not being accepted by the digital wallet?
A: We recommend that you add your card to the wallet from our Mobile App. If you're having any trouble, please check the below;
Ensure that your card is eligible and that you have the latest version of the digital wallet app and your device’s operating system version is up to date.
Ensure you have biometrics enabled on your device and that you are logged into your device account.
Ensure the region you're in is supported by the digital wallet.
If you're still unable to add your card, contact Standard Bank Offshore for assistance.
Q: How do I return an item purchased with my digital wallet?
A: Returns are handled the same way as with a physical card and this may differ from merchant to merchant.
View frequently asked questions about Visa Secure
Will it be harder for me to shop online?
No, the new option to verify your online transactions using the Standard Bank Mobile App is quick and easy to use. You will receive a push notification to your device which will take you directly to the transaction details in the App for you to review and approve.
You will also have the option to receive a one-time passcode (OTP) via text message (SMS) if you have a mobile phone number registered with us.
What if I don't have a mobile phone?
The Standard Bank Mobile App can also be set up on another type of device, such as a tablet, for you to verify your transactions.
If you choose to use this option when you're making an online purchase, a push notification will be sent to your device, which will take you directly to the transaction details in the App for you to review and approve.
Can I continue to receive one time passcodes (OTP) by SMS?
Yes, OTP via SMS will still be available to verify your transactions if you have a mobile phone number registered with us.
If you select this option when you're making an online purchase, we will send the OTP to the mobile phone number we hold for you, so it's important that you let us know if this changes.
You can change your mobile phone number via online banking, or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.
Can I opt out of using Visa Secure to verify my online transactions?
No – Visa Secure (previously known as Verified by VISA) is an important part of keeping you safe when using your card online, and is part of the PSD2 directive, so it isn’t optional.
Do I need a particular device to use Visa Secure?
No, to use Visa Secure you just need either a mobile phone that can receive text messages (SMS), or a device with the Standard Bank Mobile App installed and set up.
How long do I have to complete the verification?
You have three minutes to verify the transaction by either entering the one-time passcode (OTP) sent to you by text message (SMS), or selecting the push notification sent to your device which will take you directly to the transaction details in the Standard Bank Mobile App.
If you do not complete the verification within this time, the transaction will be cancelled and no money will leave your account.
How much does it cost to use the Visa Secure service?
It is completely free to use the service.
I am a joint-account holder with a debit card - how will I receive my verification requests?
All cardholders may be asked to verify their transactions when making online purchases, so it is important that we hold an up-to-date mobile phone number for each cardholder on the account.
If you need to update a mobile phone number, you can do so via online banking or by calling us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa.
You can also choose to use the Standard Bank Mobile App to verify your transactions.
What happens if I change my mobile phone number - how will I receive the verification request?
If you change your mobile phone number, you'll need to let us know as soon as possible. You can do this via online banking or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.
If you do not update your mobile phone number, you won't be able to verify your transactions via SMS OTP.
You also have the option to use the Standard Bank Mobile App to verify your transactions.
What happens if I decline a transaction?
The payment to the retailer will be stopped and no money will leave your account.
If you think the transaction was not initiated by you, please contact the bank immediately on +44 (0)1624 643 623 as this might be a fraudulent attempt to use your card.
If calling from inside South Africa, please dial 0860 033 269.
Alternatively, please contact your dedicated Relationship Manager.
What should I do if my mobile phone number is incorrect?
You can update your mobile phone number via online banking or by calling us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa.
You also have the option to use the Standard Bank Mobile App to verify online transactions.
What if I have an overseas mobile phone number - will I be able to verify my online transactions?
Yes, we can deliver a one-time passcode (OTP) via text message (SMS) to most overseas mobile phone numbers, as long as it is recorded correctly on our systems.
If you need to update your mobile phone number this can be done via online banking, or you can call us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.
You also have the option to use the Standard Bank Mobile App to approve your transactions.
What if I have problems with my mobile signal and can't receive a one-time passcode (OTP) via text message (SMS)?
If you are in an area with poor mobile network coverage and can't receive text messages (SMS), you can select the option to verify your transaction via the Standard Bank Mobile App instead.
Why haven't I received my one-time passcode (OTP) via text message (SMS) to verify my online transaction?
Problems with your mobile network coverage or signal could prevent or delay you receiving your OTP.
You should also check that the mobile phone number we hold for you is correct. You can view and update this via online banking or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.
If your mobile phone number is correct, but you still haven't received the OTP, you can click the 'resend code' link in the Visa Secure screen to try again.
You could also choose to use the Standard Bank Mobile App to verify your transaction instead.
Why do you need to ask me to verify my transaction for an online purchase?
We use Visa Secure to check it's you when you make some online purchases. This provides an added layer of protection that helps to protect you from fraud and prevent the unauthorised use of your Visa debit card while shopping online.
To complete your transaction, either confirm the passcode that is sent to you via text message (SMS), or select the push notification that is sent to your device, which will take you directly to the transaction details in the Standard Bank Mobile App for you to review and approve.
Why have you added the option to verify my transactions via the Standard Bank Mobile App?
These changes are part of an industry-wide security improvement to make online purchases safer and to make the process easier for you to complete. All Visa Secure verification requests now need to offer a biometric option, which we provide when using your fingerprint or face ID to verify your identity in the Standard Bank Mobile App.
Will I be asked to perform these steps every time I make an internet purchase?
No, you will not. The need to perform this verification is based on various factors including merchant requirements.
Will I be charged for receiving a one-time passcode (OTP) verification requests via text message (SMS)?
We won't charge to send you text messages, however your network provider may charge you to receive them, particularly if you are 'roaming' i.e. outside of your home country.
You also have the option to approve your transactions using the Standard Bank Mobile App.
I’m having trouble using the Standard Bank Mobile App to verify my transactions – what should I do?
Please check that:
- You are registered for Internet Banking.
- You have the App set up on at least one device.
- You have logged in to the App at least once after setting it up.
- You have the most up-to-date version of the App installed: it must be no earlier than version 3.46.1 for Android devices, or 3.47.0 for Apple devices. The version can be seen on the App login page.
- You have linked your Standard Bank Offshore account to your Internet Banking profile – you can see the option to link an account after logging in to your account.
- You have push notifications enabled on your device for the Standard Bank Mobile App.
If you need any further assistance you can call us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa. Alternatively, please contact your dedicated Relationship Manager.
Unlock VIP experiences with your Visa Debit Card
As a Standard Bank Offshore client, your Visa debit card opens the door to luxury benefits, exclusive offers, and discounts, allowing you to enjoy the finer things in life.
