The bank pushes out regular updates to address security issues and ensure the best experience for our customers. If a new app version includes a critical update (security patch, bug fix, etc.) older versions will be considered as obsolete, and customers will be required to update to the latest version

You will be able to reset your Password yourself by clicking on the “Forgot?” link on the login page. Please note you will need your registered mobile phone as we will send you a One Time Password (OTP) to allow you to login. You will then be asked to change your Password.

Please contact your Relationship Manager

The Logout button is found at the lower left hand corner of the screen in Online Banking. To logout of SC Mobile Jersey, click on the Profile icon and then scroll to the end to the Logout button.

Please make sure you always Logout by using this button and not just closing your browser or app. The Logout button makes sure that your session is closed properly. Once you logout we advise that you close the browser completely before proceeding to other sites. This is particularly important if you are using a computer which other people access. We also advise you to delete your browsing history.

This provides a clear summary of the activities you have undertaken during your session.

You can login to SC Mobile Jersey using either Face ID or Touch ID, as long as either biometric capability is set up on your mobile device or Tablet. If not, you must first set up the capability on your mobile device or Tablet. You cannot login to Online Banking using Face ID or Touch ID, and instead must use your Username and Password.

No, if you have both Face ID and Touch ID on your mobile device, you can choose the preferred option when enabling the biometric login capability.

You can enable biometric login when logging into SC Mobile Jersey for the first time. If you choose not to do so, you can enable the option at any subsequent time by navigating to Login Settings.

If you do not input the OTP within 100 seconds, you will see a timed out message and will have five attempts to input your OTP successfully, otherwise you will be locked out for three hours for security reasons. After this time, you can input your transfer again.

There are a number of reasons for the non-receipt of an OTP including:

1. Your registered mobile phone number is incorrect. To update your mobile phone number with us, please call your Relationship Manager or send a secure message.
2. Your mobile phone memory / SIM memory is insufficient/full.
   – You should free up some phone memory / SIM memory, restart your handset and retry. You may consult your hardware supplier or refer to the user manual of your handset for details.
3. You have switched off your mobile phone.
   – You can only receive your OTP via your registered mobile phone number. Please switch on your mobile phone for receipt of OTP. Even if you have forwarded your calls to another mobile phone number, the SMS will not be redirected.
4. You are abroad or using overseas service provider which does not support international SMS.
   – Please call your Relationship Manager or send a secure message.
5. Your mobile phone number is registered to more than one account owner and it is currently being used by the other account owner for receipt of OTP.
   – Please wait for the other account holder to successfully logout before logging in and making the transaction.
6. The system is unavailable.
   – The system is undergoing maintenance or is unavailable. Please try again later.

We need a mobile telephone number on record because it is used to send you any One Time Passwords (OTP) that you need for Second Factor Authentication (see above). When you Register or Re-Register for Online Banking and SC Mobile Jersey, we will send your Temporary Password to your mobile phone.

If you lose or change your mobile phone number you need to inform us immediately, either via your Relationship Manager, sending a secure message, or inputting a new mobile telephone number in your Personal Details under the Profile Settings. We will then update your records. This will take approximately 24 hours to complete. During this time, you will not be able to use any services that require a One Time Password (OTP).

If you submit a change to your mobile telephone number within the session, the One Time Password (OTP) will still be sent to the existing mobile telephone number. Only after a successful update of the personal details will the One Time Password (OTP) be sent to the updated number.

We will be using your email address to deliver a variety of confirmations to you and it is also essential to the registration process for new Online Banking and SC Mobile Jersey users and the re-registration process if you forget your login details. Email confirmations are sent to you when you:

1. Set up or delete a Payee;
2. Send a Transfer;
3. Set up, amend or delete a Standing Order or Schedule Transfer;
4. Change any personal details;
5. Add or delete a Global Link account;
6. Change your Daily Transfer Limits
7. Change your Debit Card PIN
8. Autoreply to a Secure Message
9. We also use your email to send you a Temporary Username when you Register or Re-Register for Online Banking and SC Mobile Jersey.

If you change your email address please notify your Relationship Manager immediately so that we can update our records. You can make this change in Online Banking and SC Mobile Jersey by selecting Profile & Settings (Online Banking) or Profile icon (SC Mobile Jersey) and then click on View and Edit Personal Details. It will take approximately 24 hours to process this change.

You can continue to use all services; however, you will not be able to re-register for Online Banking and SC Mobile Jersey until you have registered your new email address.

No, you will not be able to use the platform or app if you do not have an email address and mobile phone number registered with us.

Balances show the position on your accounts at the close of the banking business on the previous working day. At weekends this will be as at the previous Friday, on Bank Holidays this will be the previous working day in Jersey.

You will be able to see 90 days of transactions across your accounts.

You can view 90 days previous transactions throughout the platform including on the Home screen. You can also look at each account separately in Holdings. In Pay & Transfer you can view Recent and Scheduled Transfers. You can also look at the transaction history for each Payee by clicking on Manage Payee.

You can find an icon at the top left corner once logging in the App, and by clicking the icon, you will be able to see the page with Profile & Settings related menus.

Yes, you can check your Statements & Advices in both Online Banking & SC Mobile Jersey. Click on Profile & Settings (Online Banking) or Profile icon (SC Mobile Jersey) and then on Statements and Documents. Here you can view both Latest Statements and Past Statements. You can also Manage Subscriptions, allowing you to turn OFF/ON paper statements & advices. You will need your mobile telephone as we will send you a One Time Password (OTP) by SMS to view and manage your statements & advices

Your statements & Advices can be viewed from your Online Banking and SC Mobile Jersey activation date. For example, if you activate your Online Banking and SC Mobile Jersey access in October, and your next statement date is November, then you will not be able to see any statements in Online Banking and SC Mobile Jersey until the November statement date. To find out when your next statement is due, please contact your Relationship Manager.

You can view 12 months statement history online, starting from your Online Banking and SC Mobile Jersey activation date. Statements are displayed on a rolling 12 month period and so we would advise you to download any Statements that you may need to refer to in the future as they will only be displayed for 12 months.

You can view 3 months Advice history online, starting from your Online Banking and SC Mobile Jersey activation date. Advices are displayed on a rolling 3 month period and so we would advise you to download any Advices that you may need to refer to in the future as they will only be displayed for 3 months.

Click on Profile & Settings (Online Banking) or Profile icon (SC Mobile Jersey) and then under Statements and Documents, click eStatements / eAdvices / UK RND Annual Statements. Then select to view Latest Statement or Past Statement. From there select the Portfolio Number and the month you wish to view / download. Statements & Advices are displayed in date order.

This depends whether you are using an iOS or Android device.

• Android Devices – The file is saved to the default ‘Downloads’ folder on your device.  You can track download progress in the notification shade,and click on the alert to open the file once done.  You can access the downloaded files any time by navigating to the Download folder using your preferred File Manager app
• iOS Devices – On clicking download, the share sheet allows you to choose the location on your device where you would like the save the file.  You can access the downloaded files at any time by navigating to the same folder using the Files App on your device

You can change your profile nickname using Profile Nickname option under Profile & Settings (Online Banking) or Profile icon (SC Mobile Jersey). You should not use confidential information like date of birth, social security number etc for Nickname

You can change your account nickname using Account Nickname option under Profile & Settings (Online Banking) or Profile icon (SC Mobile Jersey). Create a nickname for your account(s) to remind yourself what the account is for.

Nicknames can be changed anytime, anywhere using Online Banking or SC Mobile Jersey.

No you cannot change the maturity date in Online Banking and SC Mobile Jersey. If you wish to change the maturity details of your fixed deposit please telephone your Relationship Manager or send a secure message.

The European Union Tax Deduction shows the amount that is due under Jersey’s agreement with EU Members States to deduct tax for individuals resident in the EU who have not elected for voluntary reporting of their income to their respective jurisdiction.

In Holdings you will see a summary position of all your investments by portfolio number. You can expand on the summary level to view detailed holdings. By clicking on each holding you can see more information on that holding including the date of the last indicative price.

Yes, your mortgage and loan information are displayed in Holdings in Online Banking and SC Mobile Jersey.

The Total Nominal is the total number of units of the investment that you own. If you have any questions about the Nominal shown in Online Banking and SC Mobile Jersey please call your Relationship Manager.

This is the last price of the stock that we have received from our pricing provider. The Latest Price shows an indicative value of your holding as at the date shown.

Stock Exchange Daily Official List – a securities numbering system assigned by the London Stock Exchange.

International Securities Identification Number is a code that uniquely identifies a specific securities issue. The organization that allocates ISINs in any particular country is the country’s respective National Numbering Agency (NNA).

No, when you opt out of receiving paper copies, it includes both statements and investment advices.

Yes, if you have more than one portfolio, you must select to opt out of paper statements and advices for all your portfolios.

You can find your payments history by selecting the Recent tab available in Pay & Transfer Homepage, and you can view payment history in descending order inclusive of all transfer types.

Transfers made using the Online Banking and SC Mobile Jersey transfer forms are free of charge*. Any transfer requests received by secure message will be subject to our usual tariff,

*A charge may be taken by the correspondent bank in some countries (including Standard Chartered Bank (“SCB”)) before the transfer reaches its final destination.

You may login to Online Banking and SC Mobile Jersey and check. Navigate to Pay & Transfer. Click on Recent tab or Scheduled tab to view 90 days of transfer history. Click on each transfer to see the transaction details, including the status of the transfer eg: submitted, scheduled, successful, unsuccessful, deleted. Here you can reschedule any scheduled transfers, cancel a transfer or share details with the payee. For rejected transactions, you will be notified in your Secure Mailbox in Online Banking and SC Mobile Jersey and your email address with us.

If you make a transfer between two currencies, you will be asked to confirm the details which include the indication FX rate. The actual rate will be displayed on your transfer confirmation when the transfer has been processed. If the rate is different, it could be because you have made the transfer out of normal banking hours and this rate could change slightly when the transfer is processed on the next Jersey working day.

Yes, you can make an International transfer in any of the major currencies listed on the International Transfer form to any bank account in the world.

This will depend on the transfer currency and country you are sending the transfer to. An International Transfer can take between 3-5 working days to reach its destination. A Sterling Transfer to a UK bank will be sent on the same day or processed on the next Jersey business day if made out of normal office hours. You will receive a confirmation email and secure mail to confirm that your transfer has been sent and this will include both the transaction and value dates.

The bank does not charge for transfers made to other Standard Chartered Bank offices, however a charge may be taken by the correspondent bank in some countries (including SCB) before the transfer reaches its final destination.

No, you do not have to know the SWIFT code. This field is not mandatory and your transfer will still reach its destination if you cannot find the code. You can search for the SWIFT code at www.swiftbic.com

An IBAN (International Bank Account Number) is a standardised format of account number used for international transfers. We can check if an IBAN is valid before making a transfer, which reduces the chance of using an incorrect account number and also improves transfer efficiency.

There is an overall daily Online Banking and SC Mobile Jersey transfer limit that is set by the Bank but you can also manage your own limits for each transfer type. When you first login the limits will be set to USD75,000 per day. This limit can be reached by either making one transfer of USD75,000 or multiple transfers totalling USD75,000. You can decrease this amount to as little as USD1 if you wish. To increase the amount you will need your mobile telephone as we will send you a One Time Password (OTP) for authentication purposes, however you cannot increase the daily limit to more than USD75,000.

Click Pay & Transfers, then Transfer Limits. You can increase or decrease the limit for each transfer type up to the overall limit set by the bank. Click Save and if you have increased the limit you will need your mobile telephone as we will send you a One Time Password (OTP) to authenticate the change. We do not send an OTP when you want to decrease the limits. You will receive an email and secure message to confirm the changes.

Yes, you can change the limits at any time and they are effective immediately.

Click Pay & Transfer, then Scheduled tab, then Recurring subtab. Select the Standing Order you want to cancel / delete by clicking on it. Next select Cancel Future Transfers. You will receive an email and secure message confirmation of any changes made.

This is a contract set up when exchanging one currency for another. It has a value date in the future, and you can view any contracts in Pay & Transfer, then click FX Contracts.

No, you cannot set up a Foreign Exchange Contract in Online Banking and SC Mobile Jersey. You can view any existing contracts in Pay & Transfer, then click FX Contracts.

No, you cannot delete a Foreign Exchange Contract. If you have any questions about your Foreign Exchange Contract, please contact your Relationship Manager.

In order to view the Standard Chartered accounts of other designated countries, follow the steps below:

1. From the Home page click Connect SC Global link, or from the Holdings page click on the Portfolio number and select Link New Accounts+.
2. You will need to select the country that you wish to link your accounts.
3. Enter the Online & Mobile Banking Username and Password of the selected country. Read and check the Global Link Guideline and Customer Terms. Select Login.
4. Once you have been successfully authenticated, you will be prompted on the acknowledgement page that you have successfully added the country. Select Holdings, then click on the Portfolio number and you will be able to see the accounts that you hold in the designated countries instantly under SC Global Link Accounts. A notification email and a secure message will be sent to confirm that the country has been added to Global Link.

Yes. You can currently link up to a maximum of 5 countries to Global Link.

You will need to contact the Phone Banking team or branch of the designated country to request for a re-registration of your online Username and Password.

To delete accounts, navigate to Holdings, then click on the Portfolio number and scroll to SC Global Link Accounts. Simply select the countries that you wish to delete from the list and click Manage. Click the bin icon to delete. The accounts will stop appearing in SC Global Link Accounts.

You may have keyed in the wrong Username and/or Password. Please login using the same Online Banking Username and Password in the normal login page of the selected country. If you are unsuccessful and are sure that you are using the correct Username and Password to add your Global Link country, then please contact Phone Banking team or the branch of the designated country for assistance.

Your Online Banking access in the destination country may be locked if you have entered an invalid Username and Password more than three times. Please contact the Phone Banking team or branch in the destination country to request for a re-registration of your Online Banking access.

You may have already added five countries to Global Link and are trying to add a sixth country. Please delete one country as a maximum of five countries can be added in Global Link.

You will need to request a new registration or re-registration of your Online & Mobile Banking access in the destination country. Please contact the Phone Banking team or branch of the destination country.

Yes. Click on the Transfer button in the Home screen, or in Pay & Transfer click on Transfer Between Own Accounts and you can make the transfer free of charge from your Jersey accounts.

You may contact the Phone Banking team of the designated country. Alternatively, you may contact your Relationship Manager for further assistance.

Please contact the Phone Banking team of the designated country for escalation and change your Online & Mobile Banking Password immediately.

No, you cannot add your Jersey accounts to other Global Link services at present.