MASTER FAQS – APP BANKING – AT 04 NOVEMBER 2014
1. GETTING STARTED
How to download the new Standard Bank smartphone app?
The latest-generation Standard Bank smartphone app – for iOS and Android phones – is now available in the app stores.
If you are an Android user, please visit the PlayStore and search for ‘Standard Bank App’. You must be using Android 4.0.3 and later to get the app. Most Android devices are compatible, but there will be a few that aren’t. The Google Play store will give you a message indicating this if your phone is not compatible
For iOS users, please visit the app store and search for ‘Standard Bank App’. The app is only compatible with iOS 7 and above. In order to get the Standard Bank App they must upgrade as iOS 6 and below are not supported. The app is available on all Apple tablets and phones from iPad 2 and above and iPhone 4 and above.
Will I still be able to download/ use the old Standard Bank app?
If you are an Android user the old app will be available if you have already downloaded, but only for a period of time after which it will be unsupported and then discontinued. Download the new app and delete the old app to get all the great new benefits of the new app.
If you are an Apple user you will receive and update notification in your App Store, once you have done the update the new app will replace the old one.
Will I pay any fees to download and use the app?
The only fees that you will pay to download and then access the app are the data charges from your service provider.
Aside from that, fees that apply to online transaction will remain as is.
Once I have downloaded the app, what do I do next?
Once you have downloaded the new Standard Bank smartphone app, you’ll need to register a Standard Bank ID.
Your Standard Bank ID will become your unique identifier to access a range of secure Standard Bank services – both online (coming soon) and mobile.
This way, we are ensuring our high security standards remain up-to-date, and that (over time) we are able to easily provide you with access to your entire financial world – including online share trading, insurance, and private clients services.
In other words, we’re phasing out CSP, which was the way of accessing the previous standard bank smartphone app.
Step1:
Start by entering your email address. Ideally, the address you use should be a private email account, and not your company email address.
Step 2:
Then, choose a password, and accept the Terms & Conditions. Touch the handy eye button to see the password you’ve chosen.
Step 3:
A one-time PIN code will now be sent to your email address. Enter that PIN code into the app. Remember to search in your junk folder if you can’t find it.
Step 4:
You will then be asked to link your smartphone to the Standard Bank ID that you just created. In fact, you can link (and delink) devices whenever you need to, meaning you always have access to your banking, wherever you may be.
Step 5:
You will link your bank cards, and the accounts that are associated to those cards.
If you use Internet Banking, simply link the card number that you use when logging in. If not, then link the card number of the card that you use most often that has an ATM pin. And if you have more than one card, then link them all!
Step 6:
Enter the PIN number for the card, your ID number, and your cellphone number. This must be the cellphone number you use for any other Standard Bank services you may have – such as MyUpdate SMS alerts.
Step 7:
Finally, complete the process by entering the one-time-PIN that is instantly SMSed to your cellphone
We’ll quickly show you all the accounts that have been linked; and give you an option to start personalising your dashboard.
Happy transacting!
How do I change my Standard Bank ID, password, or preferred name?
Swipe from left to right to open the navigational drawer (or click on the settings icon on the top left corner of the screen)
Select ‘Settings’. In the menu that says ‘Standard bank ID’ you will find the options to change your:
· Password
· Preferred name
How secure is it to enter my ATM PIN when registering my Standard Bank ID?
All security features have been enabled to make your session on the app completely secure. You will only need to enter the ATM PIN during registration or when you forgot your password. Other than that, you will never be asked to enter your ATM PIN on the device.
I have not received the registration verification PIN (OTP). What should I do?
Make sure you have entered the correct email address. Or try "Resend Pin" to resend the Verification PIN. You can also check your "Spam Mail" for any emails from Standard Bank App.
Which card should I register with?
You can use any transactional card to register on the app. It can be a debit, cheque or credit card that has an ATM pin. If you have all three cards, register with your primary card (the one that has all your other accounts linked to it, as well as your beneficiaries or recipients). This would also be the one you use to access Internet Banking, if you use that service currently.
If you don’t use Internet Banking, then link the card number of the card that you use at the ATM. The accounts that are available to you on Internet Banking, or at the ATM, will all appear within the app
I have two cards and I want to register both for the app? Can I do that?
Yes, you can register your second card by creating a new dashboard within the app.
Each of your dashboards will then have a card ‘associated’ to it, and will present the accounts and products that are linked to the card.
Can I link the card later, once the login and registration process is complete?
Yes, simply go to ‘Settings’ > ‘Manage dashboard’ > ‘Add new dashboard’ and follow the process to add a card (the process and information you require will be the same as when you registered your initial card).
How do I delete a dashboard?
Swipe from left to right to open the navigational drawer (or click on the settings icon on the top left corner of the screen).
Simply go to ‘Settings’, then select the dashboard that you want to delete. Scroll down to the bottom of the screen and select ‘Delete dashboard’.
Can I link more devices later on?
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.
When creating my Standard Bank ID, why can’t I use my international number (if I am living overseas), to receive my one-time-PIN?
Currently, you can only use local, South African, cellphone numbers when creating your Standard Bank ID. In time, we will enhance this to allow any cellphone numbers, from anywhere in the world, to be used.
Can I get the new app on my Windows phone or Blackberry?
The new app is initially available for iOS and Android devices. There are plans underway to release the app on more phone platforms based on customer demand. The existing Blackberry and Windows mobile banking apps continue to cater for users on those platforms.
If I am a secondary card holder on someone else’s banking profile, can I use the app?
Yes. When linking your card, simply follow these steps:
· Enter your card number (this is the “secondary card”)
· Enter this card’s ATM PIN number
· Enter the primary card holder’s ID number (eg your spouse or partner)
· Enter primary card holder cellphone number
The one-time PIN will be sent to the primary card holder cellphone number. Once you have tha, you will be able to complete the card-linking process.
2. SECURITY
Is the smartphone app secure?
Absolutely… this app uses the latest in security technology to protect you and your personal finances:
· There is validation on the email address you use to create your digital ID via the Verification code process.
· There are authentication processes when adding products using credentials from other channels (ATM PIN, Online Share Trading(OST)and Insurance)
· There is a two-step one-time-password (OTP) authentication for Secure Banking transactions.
· Insurance validates that the registered account holder matches the policy holder by using the banking profile details.
· All data sent to and from the device is encrypted using SSL (https) technology.
· Customer data is not stored on the device once a usage session ends.
· The device is locked to one user at a time.
· There is back-end validation of value transactions.
Electronic account payment and cash limits prevent large money transfers.
How do I remove devices linked to this card?
· After logging onto the app, select ‘Settings’ on the taskbar of the home screen.
· Select ‘Identity and security’.
· Under the ‘Authorise Devices’ section, select ‘Deauthorise Device’ and choose the device which you would like to remove
How do I change my Standard Bank ID, password, or preferred name?
Swipe from left to right to open the navigational drawer (or click on the settings icon on the top left corner of the screen)
Select ‘Settings’. In the menu that says ‘Standard bank ID’ you will find the options to change your:
· Password
· Preferred name
Can another person log into the app on my device with their login details?
No, in order to keep the app as secure as possible, only one person can register for the app on a device. However, one person can have the app on several devices.
Does the app remember login details?
Once you have registered your device, it is recognised when you access the banking function. You don’t have to put in your user name (email address), only your password.
I forgot my password/ entered the wrong password/my account is locked? What do I do?
· Please select the Have You Forgotten your Password link on the app.
· Enter the following details:
· Your Standard Bank card number
· Your ATM PIN associated with the card
· Your ID/passport number
· Your cellphone number
· The one-time password (OTP) sent to your cellphone number.
· On the next screen, create a new password for your Standard Bank ID.
Note: The app will know which set of credentials to ask for and you will be required to supply information which we have on record in order for us to verify who you are. If you validate incorrectly, you will not be able to reset your password. In this event you will have to go to a branch to verify or update your information. Only then will you be able to reset your password.
My device was stolen. Is my account secure?
Yes, the Standard Bank Mobile Banking App is password protected and doesn’t allow unauthorised access. If someone tries to retrieve your password they will have to give additional account information, which should be unknown to them.
You also have to enter a one-time-password to add recipients and make once-off payments. Your daily withdrawal limits on specific transaction types also minimise risk if your password was indeed compromised.
If your device was stolen, log onto another device, go to Settings and delink the stolen device from your Standard Bank ID. You can also phone our Mobile Banking Contact Centre for help.
How secure is it to enter my ATM PIN when registering my Standard Bank ID?
All security features have been enabled to make your session on the app completely secure. You will only need to enter the ATM PIN during registration or when you forgot your password. Other than that, you will never be asked to enter your ATM PIN on the device.
GENERAL APP USE
What products are available on this app?
Most of the products you see on Internet Banking are also available on the Standard Bank Smartphone App.
The current phone version excludes Vehicle and Asset Finance, Insurance, Online Share Trading, and Private Clients. However, all these offering will be available to smartphone users in the near future.
What is a dashboard?
A dashboard is a view of all the linked accounts and products that you have personalised and customised to suit you. You will have a different dashboard for each bank card that you have linked to the app.
How can I personalise my App experience?
You can re-arrange the tiles on your dashboard (press and hold any tile to place the dashboard in edit mode, and you can then move them around).
Tiles can be moved up and down on your screen page – enabling you to see your accounts of choice on top.
You can also give your accounts nicknames by clicking on the settings icon (top right) within the account view.
Why have I been logged out of the app?
For security purposes, you will be logged out of your account after 5 minutes if you are inactive and after 30 minutes if you are active.
Why can’t I see all my accounts?
All your accounts should be linked to the card you first registered at Standard Bank. Please check your Internet Banking profile to determine whether all your accounts are linked to this card.
If you still can’t see all your accounts, please visit your nearest Standard Bank branch to link your accounts to the card.