Help Centre

We have adopted comprehensive security measures to safeguard your use of Online Banking.

Customer Authentication with Login ID and Password
You must enter the unique Login ID and Password to access Online Banking. All information transmitted through the Internet, including your Login ID, Password, your account information and your transaction details, from the moment you log in to the time you log out, are protected by strong end-to-end 128 bit SSL encryption; i.e. from your PC browser to the Bank’s system.

2-Factor Authentication for transactions
All financial transactions and personal updates on Online Banking require a 2-factor authentication process. This means that in addition to your usual login credentials, we will send a temporary one-time SMS passcode to your registered mobile number in order for you to complete the transaction. This process ensures that only you, as the account holder, will be authorised to carry out transactions on your account.

Automatic Logout
To prevent unauthorized access at your PC while it is unattended, we have implemented a time-out feature. Your login session of Online Banking will be terminated if the browser is left idle for a while.

Last Login Date and Time are indicated
Your last login date and time are provided in your first screen for your verification. The system does not allow simultaneous or multiple log in. The Bank always considers security to be of utmost importance. We have adopted very high standards and tight controls in managing our computer systems and networks.

If you forgot your password, you can reset it online using your ATM/Debit Card number and PIN or your Account number and TIN.

Login to Online Banking and click on “Payments”.

Select the required Biller Type and Biller Name, and click on “Pay bill”.

Examples
* To recharge your Etisalat prepaid mobile:
Select “Etisalat” as the Biller Type and “Wasel Recharge” as the Biller Name.

* To pay your DEWA bill:
Select “Electricity & Water” as the Biller Type and “DEWA” as the Biller Name.

* To top up your Salik account:
Select “RTA” as the Biller Type and “Salik” as the Biller Name.

Type in the Mobile number / Telephone number / Utility Account Number / Contract Account Number depending on the biller.

To avoid typing in your biller and bill details every time you pay, register your biller as a bill payee:

* Login to Online Banking and click on “Payments”.

* Select the “Add Bill Payee” tab.

* Select the required Biller Type and Biller Name, and click on “Next” to add your biller as a bill payee.

In two working days your biller will be displayed under the Bill Payments tab for easy access to make future payments.

The “Email eStatement” service is a free service where your eStatement will be sent directly to your registered email address in an encrypted PDF format.

No, eStatement is a FREE service to all Standard Chartered customers.

Existing Standard Chartered Online Banking customers can register for eStatements directly via the self-service eStatement module in Online Banking. You can also visit any of our branches or call Phone Banking at 600 5222 88.

A welcome message will be sent to your registered email address after successful registration of the Service.

eStatement Delivery/Alert email will be sent within 2 business days after the Statement Date. Please call Phone Banking at 600 5222 88 if there is any delay or problem with receiving eStatements from us.

Each type of eStatement account will be archived at Standard Chartered Online Banking within the most recent 12 months.

No. We will stop mailing paper statement(s) to you after the next statement date.

Yes. Your password is required whenever you want to open the eStatement attachment that is sent to your mailbox. However your password is not required if you access your estatement through Online Banking.

• For account eStatements: the default password is your full 11-digit account number. 
• For credit card eStatements (primary card holder):
  The default password is a combination of the first letter of the primary card holder’s name as embossed on the credit card followed by the date of birth in DDMMYY format.

E.g. If the primary cardholder’s name is David Matthews, and date of birth is 14 December 1980, then the default password is D141280.

Yes. To change your password, login to Standard Chartered Online Banking, click estatement > select “Change estatement” Settings.

You can reset it at Standard Chartered Online Banking. To change your password, login to Standard Chartered Online Banking, click eStatements > select “change eStatements” Settings.

If you have not changed the default password, you can open the eStatement attachment by following the password logic described above.

However, if you have changed your password, you can login to Online Banking to view and download the eStatements there. You do not require a password to open eStatements in Online Banking.

Yes. Please login to Standard Chartered Online Banking, select Personal Details, and update your new email address accordingly. Your email address will be updated in 2 business days. Alternatively, you can also place a request by calling 600 5222 88.

To open the encrypted eStatements, please use Adobe Acrobat Reader version 8.0.0 or above. Please note that you may not be able to open/print your eStatement with a lower version of Adobe Acrobat Reader 8.0.0. You can download the latest version Adobe Acrobat Reader from www.adobe.com for free.

No. You can only select either paper statement or eStatement for the same account.

Yes, you can subscribe for paper statement by placing a request at the branch or call Phone Banking at 600 5222 88. However, please note that all paper statements are chargeable as per the Service and Price Guide.

To change your subscription preference, please login to Standard Chartered Online Banking > Click eStatements > Select Manage Subscription to cancel the Alert service.

You can place a request to change the statement delivery mode from eStatement to paper statement with a notice of 15 business days before the next statement cycle date.

Yes, you can maintain your statement subscription preferences for your accounts and credit cards through Standard Chartered Online Banking.

E.g. You may subscribe to paper statement for your AED current account and eStatement for your USD savings account.

The eStatement Service will be applicable to ALL your credit card account(s) now and those opened in the future with Standard Chartered Bank UAE.

However, the delivery mode for banking accounts differs from one account to the other.

If you would like to register for eStatement for your new banking account (which is defaulted to paper statement), please logon to Standard Chartered Online Banking > Click eStatements > Select Manage Subscription to change the delivery mode for your new banking account to eStatement.

Depending on the types of accounts that you are enrolling with the eStatement service, certain account statements would be sent on quarterly or annual basis.

Please ensure your registered email address has sufficient capacity at all times and to add Standard Chartered email address (SCBUAE.e-Statements@sc.com) to your contact list to avoid potential spam filtering.

The service codes currently available are:

• AB – Balance Enquiry
• MS – Mini-Statement (Last 5 Transactions)
• CB – Cheque book Request
• FT – Credit card last 5 transactions
• OB – Outstanding balance on credit card
• HL – Help
• UNSUB – Unsubscribe from SMS Banking

Eg. To check your account balance: For the account nickname which is AED1, simply send an SMS with ‘AB AED1’ to 3993.

An SMS will then be sent to you displaying your account balance for this specific account.

It depends on how busy the network is. Generally, customers should receive a message within 60 seconds. There may be delays due to a high volume of traffic on special occasions, e.g. New Year and Christmas.

• Your cheque book will be delivered by mail in 5 working days subject to clearance from the bank. Please note that your residency visa / passport copy is required to be updated as per our records.
• In the event that we are unable to process your cheque book request, you will receive a call from us within 2 working days.

Yes, this service is secure. You will first have to register for this service and ensure your latest mobile number is updated with the Bank. Your mobile number will then be linked to your individual account(s).

Please call the Bank immediately at 600 5222 88 or +971 600 5222 88 (for overseas customers), and we will disable access to the SMS Banking service. Please inform the Bank once you have resumed your mobile phone service and we will re-activate the service for you.

SMS Banking service is open to all customers holding current, savings or credit cards with personal or joint account relationship with Standard Chartered Bank.

You can register through our Online Banking at http://www.standardchartered.ae.

Alternatively, you may also call Phone Banking at 600 5222 88 to register for the service.

• Log on to our Online Banking at http://www.standardchartered.ae.
• Click on “SMS Banking” from the left navigation menu – which will open up in a new window.
• Click on “Activate service” to subscribe for SMS Banking.

The Standard Chartered Bank SMS Banking service is free but your mobile service provider may charge you a fee for sending SMS and receiving incoming SMS depending on your prevailing price plan.

Please check with your mobile service provider for more information.

You can obtain assistance by typing “HL” and sending it to 3993. You will receive an SMS with all the service codes available.

Alternatively, you can login to Online Banking – SMS Banking section to print the list of service codes available.

Yes. Simply send the HL command to the SMS Banking service.

No. Any combination of upper and lower case is valid.

• SMS Alerts and SMS Banking (2-way service) is available to both Etisalat and DU subscribers.
• However, SMS Banking (2-way service) is only available within the UAE. You will not be able to enquire your account or card details by sending a SMS to 3993 outside the UAE.

• Delete any sent messages from your “Sent” folder as the number may automatically be saved in your mobile phone.
• Delete all sensitive account related information from your ‘Inbox’ folder.

Yes, you will be automatically subscribed to both Banking Alerts and SMS Banking service. However you have the option of opting out of either service via Online Banking.

Log on to our Online Banking at http://www.standardchartered.ae.

Click on “SMS Banking” from the left hand menu, after which, you will receive a confirmation via SMS.

Banking Related Alerts:

• Local or Overseas ATM Cash Withdrawal
• Local or Overseas Point-of-sale Transaction
• Account Balance
• Salary Credit
• Bounced Cheque
• Fund Transfer

Credit Card Related Alerts:

• Transaction Alert Primary / Supplementary Card
• Card Payment Received
• Credit Limit Nearing Maximum
• Credit Limit Increase / Decrease
• Card Payment Due
• Past Due Date Reminder / Payment Not Credited

The Banking Alerts service is available to all customers holding current, savings or credit cards with personal or joint-alternate account relationship with Standard Chartered Bank.

The Banking Alerts service is free. However, if you are travelling and you are on a roaming network, your mobile service provider may charge you for receiving any incoming SMS messages (including our alerts) depending on your prevailing price plan.

Please check with your mobile service provider for more information.

Yes. The Banking Alerts service will be affected. Please unsubscribe from the Banking Alerts & SMS Banking service accordingly.

Yes, you need to update the Bank with the latest mobile phone number as we will be sending any alerts to the mobile number prerecorded in our system. To update your mobile number, you can visit any of our branches or simply call our Phone Banking at 600 5222 88 for instant updates.

Yes, this service will work as long as your phone plan allows you to receive SMSes.

All of your current, savings accounts and credit card accounts can be linked to the service.

No. Your mobile number and email address are linked to your individual profile. It is only possible to have a single mobile number and email address to individual profile.

As a good security practice, you may wish to delete any SMS you received from your mobile phone ‘Inbox’ folder as they may contain sensitive account related information.