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Personal FAQs

Below is a list of frequently asked questions for some of our Personal products. 


We can amend a payment for you.

Please be advised that there is a charge applicable of £25.00 (or currency equivalent).

Please contact our Personal Banking Team to arrange this, or alternatively, you can send us a secure message through your Internet Banking.


When completing a payment through our Internet Banking service, the exchange rate will be displayed once you have input the payment details.

Once this is displayed you have the option to accept and proceed with the payment, or decline.

Payments requested via fax or email will be processed at the standard rate of the day, unless they exceed £100,000 or currency equivalent, where we will phone to agree a rate with you.

For more information please call our Personal Banking Team.


A standing order is an instruction you give to your bank to pay a fixed amount to someone else on a regular basis, you can set this up by phone.

Alternatively you can send us a secure message through your Internet Banking confirming the payment details, start date, and frequency.

Standing orders from a Sterling account to another Sterling account within the UK are free of charge.

For details of our charges, please view our charges tariff.


A direct debit gives someone else, usually a company, permission to take funds from your account in agreed amounts and at agreed intervals.

You can set up, amend, or cancel directly with the company concerned.

It is essential to maintain a Sterling account which offers unrestricted withdrawals to take advantage of this facility, as direct debits are processed within the UK clearing system.

The Bank reserves the right to reject and return a direct debit which does not comply with these rules.


Payment instructions received before the following times, will be processed on the same day. Payment instructions received after the times stated below will be processed the next working day.

 

Currency

Payment instruction received by

For amounts greater than 5 million payment instructions received by

GBP

15:00 (GMT)

12.30 (GMT)

USD

15:00 (GMT)

14.30 (GMT)

EUR

14:00 (GMT)

12.30 (GMT)

All other currencies will now be processed at spot (2 day) value. 


Our payment charges are as follows:

 

Electronic transfers overseas   Correspondent bank fees
  Internet Standard  

 

EUR 10 | GBP

7 Equivalent

USD 16
AED     160  320   AED 37.5 60
CAD 45 85   CAD 14 22
CHF 50 95   CHF 10 16
DKK 230 425   DKK 70 105
HKD 330 650   HKD 80 125
JPY 4500 9000   JPY 1200 1870
NOK 225 450   NOK 85 135
NZD 55 110   NZD 15 24
SEK 280 550   SEK 85 135
SGD 65 125   SGD         14 22.5

For all our other banking charges, please click here.

 


A SWIFT confirmation can be requested by phone.

Alternatively, you can send us a secure message through your Internet banking. Please ensure you quote the payment date and value, and details of where to send this to.

Please be advised that there is a charge of £20.00 (or currency equivalent) applicable to the production of this.


The transfer limits for single currency transfers are unlimited.

However, foreign exchange transfers do have a maximum value of £50,000 (or currency equivalent).


Without contacting the Bank, who are able to check your account, it is difficult to advise the exact reason. However you can consider the following;

  1. The payment value may have been in excess of the Bank's transaction limits. One of our payments advisers will be in touch shortly to verify this, however if the payment is urgent we suggest you contact our Personal Banking Team.
  2. If the reference ends '.1' you will have created a stored payment which is yet to be submitted using your security token. Please log on to Internet Banking to complete your payment request.

Unfortunately we have no control over the timescale to receive inward payments. We would reccommend that you contact the remitting bank / party and ask them to apply a trace to the payment.


When sending funds internationally, we do advise clients to allow up to five working days for the funds to reach the beneficiary account. However, it is not unlikely for this to take slightly longer if a delay has been caused by the handling bank(s).

We can trace the payment, but please be advised that there is a £25.00 (or currency equivalent) charge to SWIFT traces applied prior to 7 working days from the date of the debit.

To request this please contact our Personal Banking Team.

Alternatively, you can send us a secure message through your Internet banking.


Please visit our routing page for more information about how to send funds to your account.


Standard Bank Isle of Man Limited

SWIFT/ BIC code: SBICIMDX

Sort code: 40-48-52


Your IBAN number can be found on:

  • Internet Banking
  • Statement
  • Welcome letter

Alternatively, you can call our Personal Banking Team and we will confrm it to you.


We can recall a payment for you, however this will only be successful providing the beneficiary confirms debit authority.

Please be advised that there is a charge applicable of £25.00 (or currency equivalent).

Please contact our Personal Banking Team to arrange this, or alternatively, you can send us a secure message through your Internet Banking.


This error can be due to the payment details no longer being valid, or your Internet banking session has timed out. We suggest creating a new payment in the system.

If you are still having problems, please contact our Personal Banking Team.


When a payment is processed via the Internet banking system, International Online, the system automatically defaults to the beneficiary country’s currency (the purpose of this is to correctly set the payment currency appropriate for the vast majority of payments).

Confirmation of the currency of the payment is clearly displayed when an exchange has been entered, along with the foreign exchange rate to be applied. Once this is displayed you have the option to accept and proceed with the payment, or decline.

For more information please call our Personal Banking Team.


The remitting Bank will have received advice as to the reason for the return so we advise that you contact them directly.


A correspondent bank is a third-party bank used by the beneficiary bank to facilitate international transfer and settlement of funds. These are an essential component of the global payment system, as banks do not necessarily have direct relationships with one another and there is a legal requirement for all currency payments to be cleared through the country of the currency. Thus, all banks use correspondent banks as a means to find relationships, acting as brokers for their payment transactions.


  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located on the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • If a card has been ordered and shipped to the address provided, you will be able to display the card.
  • You will only be able to view your card if a card has been ordered.
  • To activate your card, tap ‘ACTIVATE CARD’.
  • If your card has been activated successfully, a message will appear confirming ‘Your card has been successfully activated’.

  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located in the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • Tap ‘View PIN’.
  • You will now have to confirm some information so we can release your PIN. Enter your internet client number, CVV number and expiry date.
  • A one-time password will be sent to the email address registered to your internet client number.
  • Once you have retrieved the one-time password, please enter it.
  • If you have entered the one-time password correctly, your PIN will be displayed for 10 seconds.

Yes, you can request a PIN reminder using the mobile app. Please refer to the FAQ ‘How do I view my PIN using my Mobile app?’


For the sake of efficiency we suggest you use the Mobile app. However, you can still request a paper PIN through the Personal Banking team or your Relationship/Wealth Manager. 


Yes, you must be registered for Internet Banking before you can download the Mobile app. 


No, this feature is only available through the Mobile app.


Please remember to check the email address you used when you registered for Internet Banking. If you are using the correct email address, then please check your junk/spam mail folders. If you are still unsuccessful at retrieving the one-time password, then please follow the support guidance issued on the app.


No, the app does not support this functionality. However, you can still change your PIN at a designated ATM as explained in the Visa debit card user guide. In case you need a PIN reminder, the app will be updated to reflect the new PIN once it has been changed.


Generally, debit cards are sent out once the relevant account has been funded. The only exception to this is clients who have opened and have qualified for the following accounts:

  • Professional Demand Account – Independent Financial Advisors who hold terms of business
  • Seafarer Account – Mariners in Transit

If your existing card is due to expire, this will be sent out before your card expiry date.

Your card will be sent out to the address you provided as well as sending you an email to let you know your card is safely on its way. This will provide you with the details of any tracking numbers you may require.


Your card will be ordered as soon as your account is opened and you should receive your debit card within 7-10 days of your account details being confirmed to you.


For security reasons the use of your card is subject to certain daily limits as follows:

 

  • A maximum amount which can be withdrawn in any 24 hour period, either in cash or purchases, is £2,000 | US$4,000 | AU$3,500 | €4,000
  • A limit of three cash withdrawal transactions are permitted in any 24 hour period (but there is no limit on the number of point of sale transactions)
  • Total cash withdrawals cannot exceed £600 | US$900 | AU$1,000 | €900 in any 24 hour period.


You should be aware that your transaction limits can be affected by transactions authorised but not yet debited


1.Click the 'Login/ Register' blue botton at the top right hand side of this website.

2. An option for 'Register for Internet Banking' will appear. Click on the button.

3. On the left hand side of the new page is an option for 'New registration'.

4. Complete the profile details - these are their own personal details.

NB – if they have a joint account, each person will need to register individually.

5. Select and confirm a suitable Password and Memorable Date.

6. At the bottom of this screen, select the ‘Single Customer’ service and click 'continue'

7. Enter Customer Number and Customer Name (if joint account, they need to enter the joint details here)

8. Select the appropriate transaction rights in accordance with their banking mandate and click 'continue'

If they have selected Inter Account Transfers and / or Payments, then this next screen is to order the dual factor security token and needs to be populated with the delivery address and a contact number. Ideally this should be their normal mailing address to ensure we can get this to them as soon as possible.

In order to process payments on-line, your client needs to use a security token which provides a secure ‘one-time’ password each time they authorise a payment. This is to enhance the security for their Internet Banking service.

9. Click ‘Continue’

10. The next screen will show  the Terms and Conditions associated for International Online, which will need to be read and 'ticked' to accept by clicking ‘Confirm’

11. Click ‘Exit’ to finish


For security reasons you will not be able to use your card for 24 hours after entering your PIN incorrectly three times.

After 24 hours, you will be able to withdraw cash as normal provided the correct PIN has now been entered.

If you have forgotten your PIN number, please call the Visa debit card helpline 24 / 7 on +44 (0) 1624 643623 where you can order a PIN reminder or you can unblock the PIN by going to an ATM.

 


Please call the Visa debit card helpline 24 / 7 on+44 (0) 1624 643623 where you can order a PIN reminder.


Visa debit cards are only available in GBP | US$ | EUR | AU$ on the following accounts:

  • Optimum Account - multi currency current account
  • Platinum Optimum Account – Existing Standard Bank South African Wealth and Investment clients who have been introduced via their Private Banker
  • Professional Demand Account – Independent Financial Advisors who hold terms of business
  • Seafarer Account – Mariners in Transit

To request a card, please call your personal banker during normal opening hours.


The card is initially issued on the basis of your proposed transaction limits, however, the Bank may, at its discretion, temporarily increase or decrease these limits to suit your personal requirements.

 

You can request the following temporary limit increases any time on a 24/7 basis by calling +44 (0) 1624 643623 providing there is a sufficient balance on the card.

 

ATM

POS

 GBP

£1,000

£3,000

 USD

$1,500

$6,000

 EUR

€1,500

€6,000

 AUD

AU$1,500    

AU$6,000

If you would like to discuss a higher limit, please call your personal banker during normal working hours.


As per our terms and conditions, if the balance of your account is below £100 | US$150 | €150 | AU$150 you are unable to access the funds by means of your Visa debit card.

However, if your account balance is greater than £100 | US$150 | €150 | AU$150  and you are still unable to access your money, please contact our Visa debit card helpline 24 / 7 on +44 (0) 1624 643623.


Visa provides the Verified by Visa service to add an additional layer of security to your transactions. 

Verified by Visa protects your card against unauthorised use. Look out for the Verified by Visa logo on your favourite websites.

You will be required to set a password during activation by entering your date of birth, mother’s maiden name and the expiry date of the card.

Once you have signed up, your card will be protected whenever you make an online payment with your Visa card at participating web sites by confirming your identity with your password.


If your card is lost or stolen, you, or any other person acting on your behalf, must notify us immediately by contacting our 24 / 7 lost or stolen helpline on +44 (0) 1624 643644.

We recommend that you also notify the relevant law enforcement agencies if you suspect that your card has been stolen, or a crime has been committed in relation to your card.


You can change your PIN in the following countries: Poland, Ireland, UK, Switzerland, Isle of Man & Channel Islands.


 

To automatically reset your PIN, you need to go to a chip reading ATM and withdraw cash using the correct PIN.

If you have forgotten your PIN, please call the Visa debit card helpline 24 / 7 on +44 (0) 1624 643623where you can order a new PIN.


On the reverse of the card there is a symbol which shows the currency of your card:


This means that there is a difference in the information that you are entering to register for this service and what we have on our systems. If you are happy that what you are entering is correct, please contact our Visa debit card helpline 24/ 7 on+44 (0) 1624 643623 and we can review what we hold on file for you and why there is a difference.


Follow the 'If you have forgotten your password or it has been blocked, then please click here' link and follow the on screen instructions.

We do recommend that you use a different password to the previous security information.


  • Card activation
  • Card blocking
  • Transaction queries
  • PIN reminders
  • Limit changes*
  • Lost and stolen
  • Fraud management

The Visa debit card helpline is available 24 / 7 365 days a year for your convenience.

*The following temporary limit increases are allowed providing there is a sufficient balance on the card.

 

ATM

POS

 GBP

£1,000

£3,000

 USD

$1,500

$6,000

 EUR

€1,500

€6,000

 AUD

   AU$1,500    

AU$6,000

If you would like to discuss a higher limit, please call your personal banker during normal working hours.


In the event of your card being damaged, or if you are in need of a replacement card, you should contact our Visa debit card helpline 24 /7 on +44 (0) 1624 643623 so that every effort can be made to replace your card as quickly as possible.

Alternatively you can send us a secure message through your Internet Banking requesting a new card. Please confirm the correct delivery address and phone number for your new card when contacting us.

Please note that a charge may apply for issuing a replacement card.


All cards sent to countries outside the United Kingdom are dispatched by courier. The telephone number is required by the courier service to ensure prompt delivery of your card.


Account statement narrative refers to the reference which will be on your account statement when your payment debits from your account.

 


  1. Click the 'Login/ Register' blue button at the top right hand side of the website.
  2. An option for 'Register for Internet Banking' will appear. Click on the button.
  3. On the left hand side of the new page is an option for 'New registration'.
  4. Complete the profile details - these are your own personal details.NB – if you have a joint account, each person will need to register individually.
  5. Select and confirm a suitable Password and Memorable Date.
  6. At the bottom of this screen, select the ‘Single Customer’ service and click 'continue'
  7. Enter your Customer Number and Customer Name (if joint account, you need to enter the joint details here)
  8. Select the appropriate transaction rights in accordance with your banking mandate and click 'continue'
  9. If you have selected Inter Account Transfers and / or Payments, then this next screen is to order the dual factor security token and needs to be populated with the delivery address and a contact number. Ideally this should be your normal mailing address to ensure we can get this to you as soon as possible.In order to process payments on-line, you need to use a security token which provides a secure 'one-time' password each time you authorise a payment. This is to enhance the security of your Internet Banking service.Click 'Continue'
  10. The next screen will show you the Terms and Conditions assciated for International Online, which you will need to read and 'tick' to accept by clicking ‘Confirm’
  11. Click ‘Exit’ to finish

The security token will generate a random number that is linked to your internet banking service. You will need to input this number into your payment instruction on your online banking.

Please make sure that you are holding your security token with the grey button on the left hand side of the token.

 


Your internet client number is an 8 digit number which starts with a 5.

This will be emailed to you within 24 hours after your Internet Banking registration (which includes a security call back) has been completed.

If you have forgotten this number, please call your personal banker during normal office hours.


Yes, you can print statements off for your own convenience; however these are not considered official bank statements and may not be accepted for identification purposes / Visa applications etc.

If you require an official bank statement please send us a secure message using Internet Banking.


Please click on the following link and follow the online instructions:

Register for Internet Banking

We will contact you within 24 working hours to confirm your registration.

If you need further assistance, please call our Personal Banking Team.


Please click on the following link and select the forgotten password link on the left hand side of the page and follow the steps:

Go to Internet Banking

Please note: you will need your customer number to complete this process and this can be found on your welcome letter or bank statement.

Make a note of the request number and call our Personal Banking Team. Alternatively, we will call you upon receipt of your request within 48 working hours.


The security token is used to authenticate all new payment instructions that you request online.


The password criteria for registering or changing your password on Internet Banking are as follows;

  • A minimum of six characters
  • A maximum of 16 characters
  • At least two characters must be letters
  • At least two characters must be numbers
  • At least one character must be a capital letter

Please note: you cannot use a string of three consecutive or same numbers together, for example; 123, 321, 111, 876, 345.


  • Change of address
  • Change of contact details
  • Internal transfer between your own accounts
  • Activate a debit card (quoting the last 4 digits of your card number)
  • Order a Visa debit card
  • Order a PIN reminder
  • Order a security token
  • Change telephone security questions
  • Set up a Fixed Term Deposit
  • Provide maturity instructions
  • Set up, cancel or amend a standing order
  • Give notice on an account
  • Order a statement/reference or certificate of interest
  • Open an additional account

When you are logged onto your internet banking you can send us a secure message by clicking the ‘Secure Message’ option in the top right hand corner of your profile.


If you are experiencing issues with your token, please call our Personal Banking team during normal working hours.


  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located on the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • If a card has been ordered and shipped to the address provided, you will be able to display the card.
  • You will only be able to view your card if a card has been ordered.
  • To activate your card, tap ‘ACTIVATE CARD’.
  • If your card has been activated successfully, a message will appear confirming ‘Your card has been successfully activated’.

  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located in the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • Tap ‘View PIN’.
  • You will now have to confirm some information so we can release your PIN. Enter your internet client number, CVV number and expiry date.
  • A one-time password will be sent to the email address registered to your internet client number.
  • Once you have retrieved the one-time password, please enter it.
  • If you have entered the one-time password correctly, your PIN will be displayed for 10 seconds.

Yes, you can request a PIN reminder using the mobile app. Please refer to the FAQ ‘How do I view my PIN using my Mobile app?’


For the sake of efficiency we suggest you use the Mobile app. However, you can still request a paper PIN through the Personal Banking team or your Relationship/Wealth Manager. 


Yes, you must be registered for Internet Banking before you can download the Mobile app. 


No, this feature is only available through the Mobile app.


Please remember to check the email address you used when you registered for Internet Banking. If you are using the correct email address, then please check your junk/spam mail folders. If you are still unsuccessful at retrieving the one-time password, then please follow the support guidance issued on the app.


No, the app does not support this functionality. However, you can still change your PIN at a designated ATM as explained in the Visa debit card user guide. In case you need a PIN reminder, the app will be updated to reflect the new PIN once it has been changed.


  • From the home screen, tap on   located in the top right of the screen
  • Tap on ‘Pay’ People & Companies
  • Tap on the ‘+’ icon located in the top right of the screen to make a once-off payment
  • Confirm the beneficiary name and select the country of the beneficiary bank using the options available
  • Confirm the currency of the payment
  • Under Account Details tap ‘Account type’. Account type refers to an option of inputting beneficiary details via an account number or IBAN. Please select based upon what you have available.
  • Continue to enter the beneficiary account details that are requested including a reference
  • My reference – this will be reflected on your bank statement and transaction history
  • Their reference – this will allow the beneficiary to identify what the payment you are sending is for
  • When you have entered all the details, tap ‘next’ located in the top right of the screen
  • Tap on the ‘From’ account to change the account from which you will make the payment
  • Enter the value for the transaction
  • Choose the payment of fees
  • You can also edit the value date
  • You also have the option to save the payment as a stored payment, you can do so by selecting ‘Save as a stored payment’. If you select this option a once-off payment will be sent. The payment will then store in the ‘Stored payments’ tile on the home screen.
  • Tap ‘Review’ once all information has been entered
  • On the review details screen, confirm you are happy with all the details
  • Tap on ‘Confirm’ to submit the transaction for processing
  • Enter the security code that you will generate using your token, to confirm the transaction
  • You will receive a confirmation message in green confirming ‘Payment submitted’
  • Tap ‘Done’ to return to the home screen, or ‘Make another’ to make another payment. 

  • From the home screen tap on the ‘+ Stored Payments’ option
  • Confirm the beneficiary name and select the country of the beneficiary bank using the options available
  • Confirm the currency of the payment
  • Under Account Details tap ‘Account type’. Account type refers to an option of inputting beneficiary details via an account number or IBAN. Please select based upon what you have available.
  • Continue to enter the beneficiary account details that are requested including a reference
    • My reference – this will be reflected on your bank statement and transaction history
    • Their reference – this will allow the beneficiary to identify what the payment you are sending is for
  • When you have entered all the details, tap ‘Next’ located in the top right of the screen
  • Tap on the ‘From’ account to change the account from which you will make the payment.
  • Enter the value for the transaction
  • Choose the payment of fees
  • Tap ‘Review’ once all information has been entered
  • Review the details which you have entered and tap ‘Save’ located in the top right of the screen
  • Enter the security code that you will generate using your token, to save the stored payment
  • Once the stored payment has been created, there will be an option to ‘Pay’ the stored payment

  • From the home screen, tap on   located in the top right of the screen
  • Tap on ‘Transfer’ From one account to another
  • Tap on the ‘From’ account to change the account from which you will make the payment
  • Tap on the ‘To’ account to change the account you will be crediting
  • Enter the value for the transaction
  • If you are completing a payment which involves a foreign exchange, you can confirm either a crediting or debiting amount. You can also edit the value date
  • You will then need to enter a reference
    • My reference – this will be reflected on your bank statement and transaction history
    • Their reference – this will allow the beneficiary to identify what the payment you are sending is for
  • When you have entered all the details, tap ‘Review’ located in the top right of the screen
  • Tap on ‘Confirm’ to submit the transaction for processing
  • You will receive a confirmation message in green confirming ‘Transfer Successful’
  • Tap ‘Done’ to return to the home screen, or ‘Make another transfer’ to make another inter account transfer

If you’d like to make regular payments to a particular beneficiary, you can create a Stored Payment. This ‘saves’ all the details for this beneficiary, so that you don’t have to enter the beneficiary's account details every time. You can simply go to your Stored Payments option on the home screen, select the beneficiary you’d like to pay, edit the value of the transaction, and submit the payment.


  • From the home screen tap on the ‘Stored payments’ option
  • Tap on the ‘>’ icon next to the stored payment you want to amend
  • Tap on the pencil icon located in the top right of the screen
  • Tap in the field(s) which contain the information you need to change and update accordingly
  •  Once you have updated the field tap ‘Next’ in the top right of the screen
  • Confirm the amount you wish to send (you will have the option to send the payment once you have saved the updated details)
  • Tap ‘Review’ located in the top right of the screen
  • Review the updated details and tap ‘Save’ located in the top right of the screen
  • Enter the security code that you will generate using your token, to confirm the transaction
  • You will receive a confirmation message in green confirming ‘Stored Payment Updated’
  • Once the stored payment has been updated, there will be an option to ‘Pay’ the stored payment

  • From the home screen tap on the ‘Stored payments’ option
  • Tap on the ‘>’ icon next to the stored payment you want to amend
  • Tap on the ‘…’ icon located in the top right hand of the screen
  • Tap ‘Delete’
  • Tap ‘Delete’ again to permanently delete the stored payment
  • You will receive a ‘Stored Payment Deleted’ message in a green banner
  • Stored payment will now be deleted from your stored payments list

  • From the home screen tap on the ‘Stored payments’ option
  • Tap the ‘>’ next to the stored payment you want to send a payment too
  • Tap ‘Pay’
  • Enter the value for the transaction
  • Choose the payment of fees
  • You can also edit the value date and references
  • Tap ‘Review’ once all information has been entered
  • Review the details which you have entered and tap ‘confirm’ located in the top right of the screen to send the payment
  • You will receive a confirmation message in green confirming ‘Stored payment submitted’ 
  • Tap ‘Done’ to return to the home screen, or ‘Make another payment’ to make another payment

There are 3 type of fees you can choose from when making your payment:

Split – The sender will pay Standard Bank Isle of Man charges. The receiver will receive the full amount, less any fees charges by the receiving (and any correspondent) bank.

Remitter – All fees will be charged to you as the sender

Beneficiary – All fees relating to the transfer will be charged to the receiver 


You will need your security token when completing the following:

  • Sending a Once-Off Payment
  • Creating a new stored payment
  • Amending an already stored payment 

In the first instance, follow the guidance provided in the error message.

If the matter continues follow the below steps:

  • From the home screen, tap on  located in the top left of the screen
  • Tap ‘Information Centre’
  • Tap ‘Contact us’
  • You will then be presented with a number of contacts. Please call or email the most appropriate 

You can link devices whenever you need to, giving you access to your banking, wherever you may be.

From your second device, once you have downloaded the app, you will be asked to login with your Standard Bank ID. In that process you will simply link the new device.

Do not do this by creating another Standard Bank ID – use your existing one. 


You can download our mobile banking app from the Apple App Store (for iOS devices) and Goole Play (for Android devices).


Step 1: Enter your email address (ideally, your private email address, and not your work email address).

Step 2: Choose a password, and accept the terms and conditions. Click on the handy 'eye' icon to see the password you've entered.

Step 3: We will now send a one-time password (OTP) to the email address that you gave us in Step 1. Enter the OTP. (Remember to look in your 'Junk' folder if you can't find it.)

Step 4: Now link your smartphone (or other devices) to your Standard Bank ID. Remember, you can link (and delink) more devices whenever you need to, meaning you always have access to your banking - anytime, anywhere.

Step 5: Enter your internet banking ICN (Internet Client Number), your memorable date, and your password. The information will be linked to your new Standard Bank ID, and will allow you to see all your accounts like you would on your internet banking profile.


Once you have downloaded our mobile banking app, you have to register for internet banking, and create a unique Standard Bank ID. Your Standard Bank ID will give you access to your accounts, as well as to a range of secure banking services.


There may be a few reasons why you can't link your accounts:

You don't have an Internet Client Number (ICN). You have to register for internet banking to get an ICN.

Your Internet profile has been locked. Please call the Personal Banking team to unlock it.

You have entered the wrong ICN, password, or memorable date - please try again and make sure that you enter the correct details. Click on the useful eye icon next to the password field to check what you have typed. Also make sure the memorable date is correct.

There was a technical error during the linking process. Please try to link your ICN again. if the problem persists, please call the Personal Banking team to report it.


Unfortunately there is currently no version of the app available for Blackberry or Windows users.


It is absolutely secure – the app has the latest security technology to protect your finances:

  • We validate the email address you use to create your digital ID through a verification code process.
  • When you add products using credentials from other channels, you have to follow certain authentication processes.
  • You have to confirm your transactions with a one-time password (OTP).
  • All data sent to and from your device is encrypted using SSL (https) technology.
  • Your data is not stored on your device once you end your session on the app.
  • The specific device is limited to one user at a time.
  • Electronic account payment and cash limits on your accounts prevent large money transfers.

We will send a one-time password (OTP) to your registered email address. Enter that OTP into the app. Remember to look in your ‘Junk’ or ‘Spam’ folders if you can’t find it. If you still can’t find the email, click on ‘Resend’ so that we can send you another OTP.

If you still did not get it, make sure that you’ve entered the correct email address for your Standard Bank ID.


 Go to the Information Centre in the app. There you will see the tabs ‘Ask a question’ or ‘Report a problem’.

Write us a message where it says ‘Describe the issue here’ and click on Send. Your message will now go the to the relevant helpdesk.


  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located on the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • If a card has been ordered and shipped to the address provided, you will be able to display the card.
  • You will only be able to view your card if a card has been ordered.
  • To activate your card, tap ‘ACTIVATE CARD’.
  • If your card has been activated successfully, a message will appear confirming ‘Your card has been successfully activated’.

When you do transactions with your debit card, your transactions are only fully processed later. Your transaction history will be updated overnight and will show on your account history the next day.

For payments and transfers that require currency exchange, the transaction will show on the date when the transaction is finalised. This will be determined by the payment instruction.


  • Log in to the SBG Mobile Banking app using your login credentials.
  • From the home screen, tap on  located in the top left side of the screen.
  • Tap on the ‘Manage cards’ option.
  • Tap ‘View PIN’.
  • You will now have to confirm some information so we can release your PIN. Enter your internet client number, CVV number and expiry date.
  • A one-time password will be sent to the email address registered to your internet client number.
  • Once you have retrieved the one-time password, please enter it.
  • If you have entered the one-time password correctly, your PIN will be displayed for 10 seconds.

Yes, you can request a PIN reminder using the mobile app. Please refer to the FAQ ‘How do I view my PIN using my Mobile app?’


No, not at this stage. You will be able to view and transact on your business account soon. We will keep you updated.


No. To keep the app as secure as possible, only one person can register for the app on a device. That person can, however, link the app on several different devices.


For the sake of efficiency we suggest you use the Mobile app. However, you can still request a paper PIN through the Personal Banking team or your Relationship/Wealth Manager. 


Yes, you must be registered for Internet Banking before you can download the Mobile app. 


Please log out and try to log in again. If the issue persists please report it to the Personal Banking team.


No, this feature is only available through the Mobile app.


You can link and delink devices whenever you need to, giving you access to your banking – anytime, anywhere.

Once you have downloaded the app on a new device, simply log in with your Standard Bank ID to link the device. Do not create another Standard Bank ID – use the one you already have.


Go to Settings and select Dashboards. Then select the dashboard you want to change or delete. You cannot delete the ‘My Personal Dashboard’ – you can only rename it. To rename it, click on the pencil icon. You can also change your profile picture if you click on Edit below your profile picture.

To delete a dashboard, scroll down to the bottom of the screen and click on ‘Delete dashboard’.


Please remember to check the email address you used when you registered for Internet Banking. If you are using the correct email address, then please check your junk/spam mail folders. If you are still unsuccessful at retrieving the one-time password, then please follow the support guidance issued on the app.


Select the left hand navigation drawer > Select Settings > Scroll down the page to find the linked device > Select the Unlink option next to the device you want to remove from your ID.

Very important – if you accidentally unlink the device that you are current viewing the app on, the application will close and the device will be de-linked. When you select the app again, you will have to sign in again with your Standard Bank ID and relink your device. 


No, the app does not support this functionality. However, you can still change your PIN at a designated ATM as explained in the Visa debit card user guide. In case you need a PIN reminder, the app will be updated to reflect the new PIN once it has been changed.


FATCA stands for the Foreign Account Tax Compliance Act and is a US legal and regulatory requirement designed to ensure that US taxpayers pay US tax even if their assets and US source income are channelled through non-US jurisdictional accounts and entities.

The Common Reporting Standard (CRS) was developed by the Organisation for Economic Co-operation and Development (OECD) to facilitate the automatic exchange of information and draws extensively on the inter-governmental approach taken to implement the FATCA.

Please click here to access the latest FATCA FAQs.


To learn more click here.


To learn more click here.


Your IBAN can be found by clicking directly on your account number when you are logged in to your Internet banking.

You can also locate this from your welcome letter / email and from your account statement.


IBAN stands for International Bank Account Number and is an internationally recognised account number format.

IBAN's are used in a number of countries worldwide, but most prominently within Europe at this time.

Please note, any payment made within the EU zone in EUROs must be made using an IBAN.


A BIC code (also known as a SWIFT code) is the unique identification code for a particular bank.

These codes are used when transferring money between banks, particularly for international wire transfers.

This code will either be 8 or 11 alpha-numeric digits in length depending on the Bank.


Also known as a SWIFT copy; this is an official receipt that we can produce to show that a payment has been made and the full beneficiary details. The charge for providing this confirmation is £20.00 (or currency equivalent).


Standard Bank Jersey Limited looks after the business of Wealth and Investment clients and Standard Bank Isle of Man Limited looks after the business of International Personal Banking clients.

Depending on whether you are a Wealth and Investment client or a personal client, will impact where your account is held.


The Optimum Account has a minimum balance requirement that you have to adhere to. If you do not meet this requirement you will be charged a maintenance fee, click here for full details of the account


You can update your address and / or change your contact details by sending us a secure message through your Internet Banking.

Alternatively, you can contact our Personal Banking Team during normal working hours.

Please note, when contacting us to change your address, please advise us if you are updating your residential and / or postal address.


Please send a secure message via your internet banking service. In your message you will need to request to open an additional account, confirm the account type, currency and purpose for the account.

Alternatively, please call our Personal Banking team during normal working hours.


To add a joint party to your account, you must complete a new personal account application form and provide supporting documentation, click here for all named parties (both new and exsiting parties) to the account.

You will be provided with new account details via email and you will be required to re-register for Internet banking using your new customer number.


We are able to answer the following query types via email:

  • Account Balance
  • Request to close and account with nil balance
  • To place notice on an account
  • To set up a new fixed term deposit
  • To open a new sub account
  • To cancel a debit card
  • To unsupress your bank statement so they will be sent out by post
  • General service / Product queries

There are a number of other queries that we can also respond to via email subject to certain restrictions, please click here for more information.


Optimum Account: Quarterly on the last business day in March, June, September and December

Offshore Reserve Account: Half yearly on the last business day in February and August

Offshore Moneymarket Call Account: Monthly on the last business day of each month

International Saver 36 Account: Annually on the last business day in June

International Saver 96 Account: Annually on the last business day in June

International Saver 196 Account: Annually on the last business day in June

International Saver 396 Account: Annually on the last business day in June

Fixed Term Deposits: On maturity

Call Account: Quarterly on the last business day in March, June, September and December

Professional Demand Account: Quarterly on the last business day in March, June, September and December


To download the Personal Tax Information Form click here


To access the Entity Tax Classification form click here.


The use of the word “protection” or “security” in relation to the structured deposit refers to the obligation of the relevant Standard Bank Offshore entity, as applicable, to repay your original capital and the Return, where applicable, in respect of the of your deposit in full on the relevant Maturity Date.

In the unlikely event that the Standard Bank Offshore entity which holds your deposit becomes insolvent, repayment is not guaranteed by any other party, including any other member of the Standard Bank Group Limited. This could result in the loss of any gains, interest, the Minimum Return and your original capital deposited.


Please check our Structured products page to keep updated on closing dates and next product offerings.


Standard Bank Group Limited have stated in their annual financial statements that the Standard Bank Group Limited will ensure that, except in the case of political risk, the Standard Bank Offshore entities are able to meet their contractual liabilities.

Full details can be found in the latest financial results under the “Investor relations” section at www.standardbank.co.za or are available upon request.

The effectiveness of the statement can only be tested fully in the event that a claim is made under this commitment.


It varies by product, but our minimum balances can be from £10,000.


Yes, when we have appropriate products to issue depending on market conditions.


It depends on the product we have on offer, but we primarily offer structured products in GBP, USD, AUD, ZAR and EUR.


Statements are not issued for structured deposits but you can see the latest monthly valuation of your product via our performance calculator - click here


Yes, when we have appropriate products to issue depending on market conditions.


Unless otherwise required by contract or law, early encashment of any part or all of your deposit will not generally be permitted and is only allowed under exceptional circumstances at the discretion of the relevant Standard Bank Offshore entity.


Subject to taxation regulations prevailing at the end of the relevant terms, interest earned on structured deposits will be paid gross and you will be responsible for determining your liability for tax on such interest.

Depositors who are residents of the European Union (EU) member states are subject to legislation pursuant to the European Union Savings Directive (EUSD).

As at the time of publication, gains from the Quantum portion will be treated as interest payments under the EUSD.

Current EUSD Guidance Notes of both the States of Jersey and the Isle of Man Governments state that returns deriving from derivative contracts are not interest payments under the EUSD. Pursuant to the Guidance Notes, the returns from the PLUS portion will be treated as returns from derivative contracts. Therefore, based on current legislation and the Guidance Notes, we do not expect to report potential gains from the PLUS portion as interest payments under the EUSD. However, depositors should be aware that amendments to the EUSD have been proposed by the Economic and Financial Affairs Council (ECOFIN) which, we are advised, if implemented in their current form prior to the maturity of the PLUS portion, will require potential gains from the PLUS portion to be reported as interest payments under the EUSD.


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Contact us

Offshore Services South Africa
+27 (0) 860 333 383

International
+44 (0) 1624 643643

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