Zimbabwe

Online Banking
User’s Guide
 Zimbabwe Online Banking
Dear Customer,

Thank you for choosing our services and welcome to the world of next generation financial services. Standard Char-
tered Online Banking allows you to perform banking with a click of a button from wherever you are and whenever
you want.

Standard Chartered Online Banking service offers you a whole lot of features that once were available only with the
branch. We keep adding new services and offerings to our online banking consistently to ensure that you do most of
your banking without visiting branch & ATM.

Our host of services include

 Real-time account management
 Fund transfers
 Set/View/Modify Standing Orders for Fund Transfers
 Service Requests
 and many more…..

Above all, our online banking is safe & secure, fast and convenient, enabling you to carryout banking with us any-
time anywhere with complete peace of mind.

Safe & Secure

 Standard Chartered Online Banking uses secured channel (HTTPS) using SSL and 128 bit encryption.
 The password is end to end protected using 3 DES keys.
 2 Factor Authentication (2FA) requires you to input OTP (One Time Password) sent only on to your registered
mobile number for all key transactions

Fast
 With our Online Banking service you can do most of your banking faster without even visiting the branch
 You can view your account information in a second.
 You can do transfers in less than 20 seconds (own accounts and within the bank transfers).

Convenient
 You can bank using our Online Banking service from any where and any time. Apart from this we are reachable
24/7 on +263 4 758078 to resolve all your queries and address your concerns
 We structured our menus & options in a user friendly manner for you to navigate and explore without much diffi-
culty.

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 Zimbabwe Online Banking

Table of Contents
Welcome Note ……………………………………………….……………….. 2
Before You Begin …………………………………………………………….. 4
Salient Features ………………………………………………………………..5
Getting there …………………………………………………………………....6
Home Page ……………………………………………………………………..7
How to Register for Online Banking ………………………………………....8
Instant Registration …………………………………………………………....9
Overview Page ……………………………………………………………..….12
Account Management …………………………………………………...…....13
Global Link ……………………………………………………………….….....14
Transfers …………………………………………………………………….... 16
View Standing Orders ………………………………………………….……..20
My Preferences ………………………………………………………….…….21
Contact Us ………………………………………………………………….... 22
Service Requests ………………………………………………….……..…. 23
Rates …………………………………………………………………………. 24
Logout and Transaction Summary ……………………………………...… 25
Thank You Note ……………………………………………………………... 26

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 Zimbabwe Online Banking

Before You Begin...

We take every precaution to ensure that the services offered by our online banking are safe and secured with

Our Protection:

 All information exchanged via online banking goes through secured channel (HTTPS) using SSL and 128 bit
encryption.

 In addition to encryption, you need to authenticate yourself before entering into online banking using your per-
sonal login-ID and password. The password is end to end protected using 3 DES keys.

 All key transactions like adding a beneficiary, changing address & contact details require a OTP (One Time
Password) sent only on to your registered mobile number with the bank.

 Your session will automatically terminated after some time of inactivity to safeguard against unauthorized access
to your account.

However to overcome ever challenging threats posed by miscreant, we advise our customer to follow the below

Security Tips:

 Please ensure you logoff properly at the end of each session by clicking on logoff option and continue with log-
out button. Do not exit by simply closing the browser window.

 Never share your passwords with anyone.

 Never share the temporary password or OTP (One Time Password) you receive on your registered mobile num-
ber with anyone. Bank will not ask for this information.

 Please update your contacts details as and when they change.

 If you are going on outside country, ensure you turn the international roaming feature on to receive SMS to your
mobile phone.

 Never share your ATM/Debit Card or Credit Card PIN or Account TIN with anyone. Bank will not ask for this in-
formation.

 Always access your online banking by typing correct URL (http://www.standardchartered.com/zw/en/) in your
browser.

 Get protected by using up-to-date anti virus software and regularly use software to remove spyware from your
computer as these programs record information about your internet use and transmit it without your permission.
In some circumstances this can compromise your PC security.

 Check your statements regularly to identify any erroneous or criminal transactions that might have been per-
formed on your account without your knowledge.

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 Zimbabwe Online Banking

Salient Features

 Instant Registration (Self Registration via ATM/Debit Card)

 Account Enquiry (Accounts Summary, Details, Transaction History and cheque status)

 Global Link (Add / View / Transfers to your own standard chartered accounts across the globe*)

 Seamless funds transfers to your own accounts within the bank, other accounts within the bank and place re-
quests for transfers to other accounts outside the bank and international transfers.

 View / Modify standing orders for funds transfers

 Setup funds transfer limits

 Change your Alert Settings

 Mailbox facility with option to send messages to bank

 View your contact details and place request to change the same.

 FX rates enquiry

 Service Requests for Cheque Book, Mobile Banking Registration etc.

 24x7 availability of your data, even if the host system is down

 Branch / ATM Locator

*Global link feature allows you to view/add/ transfer money to your own standard chartered account in other country only if the
country has global link facility. Currently 20 countries are having this facility.

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 Zimbabwe Online Banking

Getting there...
You can visit Standard Chartered - Zimbabwe online banking by entering the below URL directly in your browser:
https://online.standardchartered.com/nfsafr/ibank/zw/foa/login.htm
Or
Visit Standard Chartered - Zimbabwe public website (http://www.standardchartered.com/zw/en/) and select Online
Banking and click on Login button.
Select Online Banking
& Click on Login

Or
Visit our group web site and go to Online Banking and click on country Zimbabwe
http://www.standardchartered.com/en/online-banking/index.html

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 Zimbabwe Online Banking

Home Page
This is the home page that you will see after getting to online banking by any of the means specified in earlier

This is the message area,

where bank will communi-
cate important messages
to you

You need to enter the

login credentials here, if
you have them already.

You need to click on this

link, if you would like to do
instant registration (Self
Registration)

Frequently Asked Ques-

tions link will navigate you
to FAQs page while Web-
site maintenance page
will show you the upcom-
ing maintenance for the
site.

This link will navigate you

to our global web site with
security tips for online
banking.
Click on this button to
login to your account. Click on this link, if you These links will navigate
forgot your username you to terms & conditions,
or password. and Disclaimer links.

Home page of online banking provides you with various options along with basic option of login to your account.

Other key options that this page provides you as below:

Instant Registration -> Use this link to register yourself for online banking using ATM / Debit Card & PIN

Forgot Username / Password -> use this link to reset your username or password using debit card / credit card or
account number.

Security Tips / Frequency Asked Questions / Website Maintenance / Terms & Conditions -> click on any of
these links to go to those respective pages.

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 Zimbabwe Online Banking

How to register for online banking ?

We provide you hassle free registration facility without depending on anyone.

You can do registration by yourself, if you have valid ATM/Debit Card by clicking on “Instant Registration”.

Instant Registration Step 1

Step 0: Keep your debit card or credit card or

Account Number & TIN and your mobile
handy.

Step 1 : Click on “Instant Registration” link on

“Home Page”.

Step 2: In the Terms & Conditions page,

click on “Terms & Conditions” link.
Step 1
Step 3: Read Terms & Conditions

Step 4: If you accept terms and conditions for

using online banking services, click on the
checkbox.

Step 5: Click on “Accept” button. You will see

the “Enter Details” page.

Step 4
Step 2 & 3
Step 5

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 Zimbabwe Online Banking

Instant Registration - Enter Details - ATM/Debit Card

This page allows you to provide ATM/Debit Card Details

Step 7c Anytime during Step 7d

registration click
on “Cancel” but-
Step 7b
ton to abort the
registration proc-
Step 7a ess

Follow the below steps, if you have selected ATM or Debit Card as the option:
Step 7a: Enter ATM / Debit Card Number
Step 7b: Enter Card Expiry Date. (Select Month (MM) & Year (YYYY)
Step 7c: Enter your ATM/Debit Card Number
Step 7d: Click on “Next” button

Important Notes:

 If you enter any of the details wrongly, we show an error message and will not allow you continue further.
 If you enter your card expiry date or PIN wrongly for more than 2 times, your ATM/Debit card PIN will be locked.
You need to contact our customer care to unlock the same.
 Your ATM/Debit Card should be active status.

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 Zimbabwe Online Banking

Instant Registration - Verify Mobile Number

Step 8: Verify your mobile
that is registered with the
bank and click on
“Confirm” button. You will
receive temporary pass-
word as SMS on to this
number.

If you observed that the

mobile number registered
is wrong, click on “Cancel”
button and contact our
phone banking or branch
to update you mobile num-
ber.

Instant Registration - Enter Temporary Password

Step 9: Enter temporary

password, you have received
on your registered mobile
number.

Step 10: Click on “Next” but-

ton.

Anytime during registration

click on “Cancel” button to
abort the registration process

Important Notes:

 If you do not receive the temporary password within 30 seconds, you can request for new temporary password
by clicking on “Resend OTP” button. This button will be appearing to you only after 30 seconds.

 If you enter temporary password wrongly for more than 3 times, it becomes invalid. You can request for new
temporary password only once by clicking on the button “Request new OTP”. This button will be enabled only
once after 3 invalid attempts.

 Your temporary password is valid for 240 seconds only.

 If you are unable to receive the SMS, please contact our phone banking.

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 Zimbabwe Online Banking

Instant Registration - Create Personal Login

You are almost done with the registration. This is the final step to create your own login credentials

Step 11: Enter your de-

sired username.

Step 12: Enter pass-

word for online banking.

Step 13: Re-enter the

password.

Step 14: Click on “Next”

button

Click on “Cancel” but-

ton to abort registration.
But if want to register
again, you need to re-
peat from the beginning.

Congratulations !

You are done with the regis-

tration.

Provide your login credentials

you have created in previous
screen and click on “Login”
button.

You have done great. Now

explore what we offer you to
make your banking simple and
faster with our online banking
services.

Important Notes:

 If the username provided by you is already used by another user then you have to specify a different user name.

 Username & password has few basic rules to make them stronger, which were provided in the right side of the
same screen

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 Zimbabwe Online Banking

Overview Page
This is the overview page that you’ll see once logged into online banking. This page presents you summary of ac-
counts that you have with the bank and also segregates your conventional products from Islamic Financial products
into two different functional tabs.

Options for help, contact

us, print & Logout

Quick links for easy

navigation

Personal Details - View

& Update

Accounts Summary
(CASA & FD)

Mailbox Information &

link to view mailbox

Branch & ATM locator

Structured & user

friendly left naviga-
tional links
Calendar & Calculator
Widgets

Important Notes:

 Available balance represents the amount that can be used for transactions. A “CR” after the amount indicate that
bank owes you that much amount and “DR” indicates that you owe to bank.
 Mailbox represents number of unread messages in your mailbox
 You will be able to see only those CASA & FD accounts, that are enabled by bank to be available for online
banking. If you are not able to view any of your accounts, kindly get in touch with customer care.

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 Zimbabwe Online Banking

Account Management
As part of account management functionality, we will provide you the following screens:

Account Summary:

This will provide you the summary of CASA & Fixed Deposits that you have with the bank. It will provide you
the Available & Current Balances along with USD equivalent balance (in case of foreign currency accounts).

Account Details:

This page will provide you the detailed view of your account (selected). It has more information in case of
Term Deposits that was not covered in summary page.

Transaction History:

This page will display you the list of transactions carried out by you across all channels (ex. ATM, Branch &
POS terminal). You have the option to select either pre-defined period or enter date range. You can query maximum
till last 365 days. The transaction by default are sorted based on ascending order of the dates.

Cheque Status:

This page will allow you to view the issued chque status of your own standard chartered cheque book.

Note: If you see a message stating “Information is displayed as on …..” on top, it indicates that the data showed is
not real-time and is updated as on the given date & time.

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 Zimbabwe Online Banking

Global Link
This is a very useful function for you, if you have accounts with us in multiple countries. This function will allows you
to have consolidated view of your accounts across multiple countries. You can transfer funds to other country ac-
counts as well.

Add Accounts:

This function allows you to add a global link country. For ex. If you would like to add your India Standard Chartered
Bank Account, you need to select “India” as the country and provide the India online banking account credentials. To
add a country you need to have online banking account in that particular country and the country should also be a
global link country. Currently global link facility is available in the following countries:

1. Bahrain 7. Hong Kong 13. Pakistan 19. Uganda

2. Bangladesh 8. India 14. Philippines 20. United Arab Emirates
3. Botswana 9. Indonesia 15. Singapore 21. Vietnam
4. Brunei 10. Kenya 16. Sri Lanka 22. Zambia
5. China 11. Malaysia 17. Tanzania 23. Zimbabwe
6. Ghana 12. Nigeria 18. Thailand

View Accounts:

This function shows you the consolidated view of your accounts across multiple countries. The accounts will be from
those countries, which you have already added via Add Accounts. It will not show the accounts, if you have not
added the country via “Add Accounts” function. Sorting of accounts will be as per order set via “Sort Account Order”
function.

Delete Accounts:

This function allows you to delete any country account that you wish to remove from your account list. You will not
be able to delete specific accounts from a country.

Sort Account Order:

This function allows you to arrange the order in which the country accounts should be displayed. It will allow you to
specify the sorting order of the countries and not accounts within the country.

Make a Transfer:

This function allows you to make transfer to your other standard chartered bank accounts, that you have added al-
ready through “Add Accounts” function. This screen is similar to International transfers, however you are not required
to add beneficiary. It will display the list of beneficiary accounts (your accounts) based on the country you select in
this screen. Beneficiary name will be auto populated with your name. Verify the name, before initiating the transfer. It
should be exactly same as the name in the destination country.

Global Link Transfers History:

This function allows you to view all the transfers initiated via global link feature. You can track the status and history
of transfers made.

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Zimbabwe Online Banking

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 Zimbabwe Online Banking

Transfers
We provide you the best in class experience for funds transfers. Following features are available to you via this func-
tion:

Own Account Funds Transfer: You can make instant transfer to your other account within the bank.

Local Transfers (Within the Bank): You can add another beneficiary of standard chartered bank and make funds
transfer to them instantaneously.

Local Transfers (Outside the Bank): You can add other local bank beneficiary, including credit cards and make a
funds transfer.

International Transfers: You can add international beneficiary and make transfer to them.

Schedule Transfers: You can schedule one time future dated transfer and also can view the same under
“Scheduled Transfers” tab.

View Transfers History: You can view all the transfers carried out via online banking under “Transfers History” tab.

Set Standing Orders: You can set standing orders for any kind of transfers specified above and view them under
“View Standing Orders”

Set Funds Transfer Limits: You can set the limits for each of transfer using My Preferences -> Change Funds
Transfer Limit module.

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 Zimbabwe Online Banking

Transfers - Own Accounts

You can transfer funds between you own standard chartered bank accounts within Zimbabwe. You can transfer from
local currency account to foreign currency and vice-versa. You can also schedule one time future dated transfer or
set reoccurring transfers (standing orders).

Funds transfer to your own accounts is

instantaneous and is a simple 3 step
process.
1. Enter Details.
2. Confirm Details
3. See the Acknowledgement

When transferring from foreign currency

to local currency account or vice-versa
you can choose the transfer amount
equivalent of in any one of those curren-
cies.

You can see the exchange in the enter

details screen itself by clicking on “Get
Exchange Rate” button.

You can specify either you want to do

transfer or set standing order. For set
Standing Order, you will see additional
options like frequency, start date and
end date.

Standing Orders are processed manu-

ally via back-office and will take 2 - 3
working days. You can see the status of
your standing order via “View Standing
Orders” link in left navigation.

You can also specify a one time future

dated transfer and view this under
Scheduled Transfers tab. These are held
by the system and gets executed on the
specified date.

System will not allow you to make trans-

fers beyond the funds transfer limit al-
lowed for own account transfers.

You cannot transfers funds from your

joint accounts having operating instruc-
tion as “JOINT AND”

In the confirmation page, you will see the

debit amount, indicative exchange rate
and the actual transfer amount. After
confirming the details, you will see ac-
knowledgement page with the status of
your instruction.

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 Zimbabwe Online Banking

Local Transfers
You can transfers funds to any accounts within Zimbabwe using this function. You can also transfer to other benefici-
ary within standard chartered bank, Zimbabwe.

Before you want to make a transfer, you

have to add the beneficiary. You can
add beneficiary by clicking on “Add
Beneficiary” option in the local transfers
page.

While adding the beneficiary, you have 2

options - Standard Charted Beneficiary,
Other Local Bank Beneficiary.

For Standard Chartered Beneficiary, you

need to provide beneficiary name, ac-
count number and currency as manda-
tory fields while for other local bank
beneficiary, you need to provide addi-
tional details like beneficiary bank name,
beneficiary bank Address and swift
code.

In the local transfers page, you can see

the list of all beneficiaries added by you.
You can do transfer or set standing or-
der of delete the beneficiary. Transfer to
standard chartered beneficiaries are
processed straight through, however
transfers to other bank beneficiaries are
processed via back-office.

Standing Orders are also processed

manually via back-office and will take 2 -
3 working days. You can see the status
of your standing order via “View Stand-
ing Orders” link in left navigation.

You can also specify a one time future

dated transfer and view this under
Scheduled Transfers tab. These are held
by the system and gets executed on the
specified date. This is possible only for
standard chartered beneficiaries.

You cannot transfers funds from your

joint accounts having operating instruc-
tion as “JOINT AND”

In the confirmation page, you will see the

debit amount, indicative exchange rate
and the actual transfer amount. After
confirming the details, you will see ac-
knowledgement page with the status of
your instruction.

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 Zimbabwe Online Banking

International Transfers
You can transfers funds internationally from your standard chartered bank account, Zimbabwe.

Before you want to make a transfer, you

have to add the beneficiary. You can
add beneficiary by clicking on “Add
Beneficiary” option in the international
transfers page.

You need to provide beneficiary country,

beneficiary name, account number and
currency as mandatory fields.

Add beneficiary requires you to input a

OTP (One Time Password) that will sent
during the process to your registered
mobile number.

In the transfers overview page, you can

see the list of all beneficiaries added by
you. You can do transfer or set standing
order of delete the beneficiary.

When you initiate a transfer (immediate

or standing order), please select the
change code. .Transfer requests are
processed via back-office.

Standing Orders are also processed

manually via back-office and will take 2 -
3 working days. You can see the status
of your standing order via “View Stand-
ing Orders” link in left navigation.

You cannot transfers funds from your

joint accounts having operating instruc-
tion as “JOINT AND”

In the confirmation page, you will see the

debit amount, indicative exchange rate
and the actual transfer amount. After
confirming the details, you will see ac-
knowledgement page with the status of
your instruction.

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 Zimbabwe Online Banking

View Standing Orders

Under this function you view standing orders set by you across any channel - branch, online banking, ATM etc. for
the below transaction types:

1. Own Account Funds Transfer

2. Local Transfers (within the Bank)
3. Local Transfers (Outside the Bank)
4. International Transfers

If you see “Pending Activation” or “Pending Deletion” or “Pending Update” under Actions, it represents that the re-
quest submitted by you is still under process in Back-Office.

You can submit requests to either edit or cancel the standing order instructions.

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 Zimbabwe Online Banking

My Preferences
This function allows you do the following:

Change Password:

You can change your password using this feature. You cannot set a password that was used in last 6 consecutive
changes.

Change Nickname:

This feature allows you to provide a nickname for your accounts. You can set nickname to all types of accounts,
CASA & Fixed Deposits.

Change Contact Details:

This feature allows you to update the below details as a back-office process (it will be processed in 2– 3 working
days).

 Email Address
 Office Number
 Office Fax
 Residence Number
 Residence Fax

It will also display your registered mobile number, however you cannot update. You need to visit the branch to up-
date mobile number due to security reasons. You cannot update any of the above details, if you have not provided
them at any point of time after you opened the account with us.

Change Alert Settings:

This feature allows you to specify your alert preferences for SMSs.

Please note, for some critical transactions like change password, add beneficiary etc, though you have opted for no
alerts at all, you will still receive the alert to ensure a safe banking with us.

Change Funds Transfer Limits:

This feature allows you to change funds transfer limits set by bank by default. You can change the funds transfer
limits for the following transaction types:

1. Own Account Transfers

2. Local Transfers (Within the Bank)
3. Local Transfers (Outside the Bank)
4. International Transfers

The limit type here refers to the maximum daily transaction limit. However bank sets a overall intraday limit, which
you cannot modify and sum of all your transfers should not exceed this limit per day.

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 Zimbabwe Online Banking

Contact Us
This feature allows you to communicate with the bank as well as receive communication from the bank.

Following functions are available under this:

Mailbox:

This is the internal mailbox for your online banking account. You will receive all the alerts generated by system for
various transaction you carry out in online banking. You can also view any communication from the bank here. The
messages will be auto archived after 6 months.

Compose:

This feature allows you to send message to the bank related to any of the below subjects:

1. Online Banking Technical Issues

2. Online Bill Payment Query / Issue
3. Online Credit Card Payment Query / Issue
4. Online Funds Transfer Query / Issue
5. Request to link credit card to accounts
6. Product Enquiry - Banking Accounts
7. Product Enquiry - Credit Cards
8. Product Enquiry - Investments
9. Product Enquiry - Mortgages
10. Product Enquiry - Personal Loans
11. Product Enquiry - Islamic Finance
12. Others

Sent Mail:

You can view the mails sent to the bank under this tab.

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 Zimbabwe Online Banking

Service Requests
You can make the below service requests to the bank via this function:

 Request for Cheque Book - Allows you to request for cheque book online. This will be processed at
back-office.

 Statement Request - Allows you to request for Statement. This will be processed at back-office

 Mobile Banking Registration - Allows you to request for mobile banking registration. This will be processed
at back-office

You can view the status of request under “View Service Requests”

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 Zimbabwe Online Banking

Rates
You can view foreign exchange rates here. This is displayed with base currency as USD.

All rates are quoted in USD. For example, in the below screen, if you want to read the rates its as below:

Bank Buys One AUSTRALIAN DOLLAR at 1.0158 USD and Sells at 1.0744 USD. This means, if you want to ex-
change your Australian Dollar to USD, then for every single Australian Dollar you will get 1.0158 USD from the bank.
If you would like to exchange your USD to Australian Dollar then you need to pay the bank 1.0744 USD for every
Australian Dollar that you receive from bank.

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 Zimbabwe Online Banking

Logout & Transaction Summary

Once you click on logout button, we display you the transaction summary and you can continue to logout. After log-
ging out, you can rate your experience.

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 Zimbabwe Online Banking

Thank You Once Again

for Choosing our Services

FAQs: https://online.standardchartered.com/htm/faq_ZW.htm

Customer Care: +263 4 758078

Security Tips: http://www.standardchartered.com/en/online-banking/security/tips_secure_online_banking.html

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