Frequently
asked Questions
About the Online
Banking Service
1. What is Online
Banking?
Online Banking is a facility for Standard Chartered
Bank customers to perform banking transactions through
the Internet. With this service, customers may bank
with us from anywhere and anytime of the day, 24
hours a day and 7 days a week.
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2. Why should
I choose Online Banking?
- It provides instant up-to-date access to your
accounts from anywhere and anytime as long as
you have access to the Internet.
- It is secure and easy-to-use. With your unique
Online Banking Identification (Username and Password),
only you have access to your accounts over the
Internet. For more information on how you can
ensure the confidentiality of your own Online
Banking access, please read the section under
"Security".
- It is convenient and takes only a few "clicks
on your mouse" to get updated account information
and complete a banking transaction leaving you
with more time for other things. You can perform
online banking right from the comfort of your
home or office.
- It is easy to access without any special software
required, as long as you have a personal computer
(PC) with the minimum configuration. The minimum
configuration is required to ensure your PC and
Internet browser caters for the latest Internet
security technology to ensure your online banking
is protected. For more information on the minimum
configuration, please read the section under "Hardware
and Software Requirements".
- It provides a wide range of online banking services
at your fingertips. Standard Chartered Bank is
constantly reviewing customer feedback to provide
new and improved services in the future.
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3. What are the
services available through Online Banking?
The following services are available to you over
Internet:
Overview
- Overall Summary of All Accounts
Accounts
- Account Summary
- Account Agreement Details Enquiry
- Account Transaction History
- Funds Transfer between your own accounts
- 3rd party funds transfer
- Bill payment via Fund Transfer
- View Cheque Status
Cards
- Cards Summary
- Cards Agreement Details Enquiry
- Card Transaction History
- Bill payment via Credit Cards
- Card Repayment
Loans
- Loans Summary
- Loan Agreement Details Enquiry
- Loan Transaction History
- Loan Repayment
Others
- E-statement
- View Payee list
- Add / Delete / Modify 3rd Party Payee
- Add / Delete / Modify Bill Payment Payee
- View payment details
- Rates Enquiry
Applications
- Open new account (Existing Customers)
- Apply for a Credit Card
- Apply for a Loan
- Cheque Book Request
Personalization
- Personal Information Maintenance
- Personalization
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4. Is this
service available 24-hour a day?
Yes, this service is available around the clock,
7 days a week whole year round. However, we conduct
periodical maintenance on our servers to ensure
that they are at optimum operational efficiency.
You may refer to the main login page under 'Website
maintenance' for more details.
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5. Can I access
the service from overseas?
Yes, as long as you have access to the Internet
with the recommended Internet browser.
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First Time Access
1. How secure
is this service? / How safe is my personal information
going through the service / What are the security
measures used by this service?
Our Online Banking employs a 128-bit Secure Socket
Layer (SSL), which is one of the strongest encryption
technology used by large-scale online merchants,
global banks, and brokerages worldwide.
All online sessions between you and the Bank are
encrypted thus protecting your information against
disclosure to third parties. For transaction level
security this service employs "Two-Factor authentication"
(2FA) to verify customer identity. Our Internet
banking service is fully compliant with the Malaysian
regulatory requirements for Online Banking.
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2. What is
encryption and how is it used to protect my information?
Encryption is a method of scrambling your information
prior to its transmission across the Internet. Encryption
transforms data into an unreadable form, and decryption
reverses the process. Both encryption and decryption
require the use of a special code, usually referred
to as "encryption key". The encryption of data provides
a strong degree of protection against tampering
while data is moving through the Internet.
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3. What is
"Two-Factor-Authentication"?
Two-factor-Authentication is a security process
requiring the user or customer to provide two means
of identification known only to that customer.
For example, our Online Banking service makes use
of your Online Banking ID (Username and Password)
for login and a unique "One-Time-Pin" (OTP) for
some transactions. In layman, the two factors involved
are sometimes referred to as "something you have"
and "something you know".
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4. How does
Two Factor authentication works for Online Banking?
Two-factor authentication (2FA) is used to verify
customer identity. This requires the customer to
have a mobile phone registered with the Bank as
a unique One-Time-Pin (OTP) is generated and sent
via SMS to customer's mobile phone for certain types
of financial transactions. The transactions can
only be completed once the OTP is entered over the
Online Banking session.
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5. What precautions
should I take while using Online Banking?
In addition to ensuring the confidentiality of
your Online Banking ID (Username and Password) and
any "One-Time-Pins" (OTP), you should take the following
precautions:
- If you suspect that the confidentiality of your
ID has been compromised, change your password
IMMEDIATELY.
- REMEMBER TO LOG OUT and close your browser
whenever you leave your computer, even for a short
while.
- Clear your browser's cache on a regular basis
so that your account information is removed. This
is especially important if you are using a shared
PC. You should clear it after each session.
- Always use our recommended internet browser
so that you are using the most updated security
features available.
Contact us immediately if you notice any unusual
transactions on your account.
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6. How do I
safeguard and protect my Online Banking password?
- Avoid passwords that are easily identifiable
such as your personal telephone number, birthday
or other personal information etc.
- Avoid using sequential numbers (such as 123456)
or same number more than twice (such as 123226)
for your password.
- Never disclose your password to anyone. Remember,
Standard Chartered Bank will not request your
password from you at any point of time.
- Avoid writing down your password or use it
where someone can see.
- Change your password immediately if you suspect
it has been revealed
- Change your password regularly.
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7. What should
I do if I suspect there are unauthorized transactions
on my account?
If you suspect there are unauthorized transactions
on your account, please report via our Phone Banking
service. You will need to provide details such as
your name, account number, transaction type, date
and time of transaction, description of error and
amount involved.
If you suspect your Online Banking ID has been compromised,
please report via our Phone Banking service to terminate
the password immediately. You may want to take note
of your last log-in date and time, as indicated
at the Personal Homepage, each time you log-in to
the service.
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8. What precautions
should I take when using shared/public PCs for this
service?
We strongly recommend that you avoid conducting
your transactions on public or shared PCs. If you
really need to, please clear the browser cache after
each session so that your account information is
removed from such PCs. Also consider changing your
password once you are able to access a safe PC.
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Application for the service
1. Who can apply
for this service?
To access our Online Banking service, you need
to have access to PHONE BANKING and at least one
of the following accounts with us:-
- Savings Account
- Current Account
- Credit Card
- Fixed Deposit
- Investment Account
- Personal Loan
- Mortgage Loan
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2. How do I
apply for Online Banking?
Registration can be done by speaking to our Customer
Care Consultants at 03-7711 8888 or by visiting
any of our branches. Our Customer Service and branch
will guide you through the verification and activation
process.
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3. What do
I need in order to use this service?
In order to perform certain types of secure transactions,
you need to have an active mobile phone through
which you can receive your One-Time-Activation-Code
(OTAC) and One-Time-Pin (OTP) SMS messages.
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4. How can
I update my mobile phone number?
As your mobile phone number is a key identification,
you may be required to go to our nearest branch
to update your mobile phone number with us and apply
for the access to Online Banking. This step is necessary
to ensure that your account confidentiality is protected
throughout your Online Banking sessions.
If you are unsure, or if your mobile phone number
is already updated with us, you can call our Phone
Banking service for further assistance on the registration.
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5. Are there
any fees charged?
Our Online Banking service is offered free of charge
to our customers. However, standard charges apply
for any instructions requested through our Online
Banking service, such as funds transfer via MEPS
and cheque book request. Please refer to our Fees
and Charges page in our website for more details.
Kindly note that any incidental costs incurred
in accessing Internet are not charged nor covered
by us.
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Hardware & Software Requirement
1. What are the
necessary preparations for accessing Standard Chartered
Internet Banking?
To access Standard Chartered Online Banking, you
need to have a PC with the following configuration:
Minimum Hardware Requirements:
- PC Pentium 133 MHz, or higher
- Modem 28.8 kbps (56 kbps is recommended)
Minimum Software Requirements:
- Operating System Windows 98 or Windows NT (v4.0
or higher) or MAC / Unix /Linux.
- Microsoft Internet Explorer 6.0 or Netscape
Communicator or Safari 1.1 or Fire fox 1.0 or
above.
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2. What should
I do if I use a browser whose version is older than
the recommended one?
You need to install the required browser before
you access our Online Banking service. You may
find more information on this at the following public
websites:-
- IE 6 and above
http://www.microsoft.com/ie
- Netscape 6 and above
http://browser.netscape.com/ns8/
- Mozilla Firefox 1.0 and above
http://www.mozilla.com/en-US/
- Safari 1.1 and above Included with MacOX v10.3
and above
http://www.apple.com/downloads/macosx/apple/safari.html
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3. What display
setting should I use for this service?
Our website is optimized for view with screen resolution
of 800 x 600.
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Log In
1. What should
I do when accessing the Online Banking service for
the first time?
- Make sure that you have a PC with the required
configuration
- Make sure that you have received the Electronic
Banking Identifier (eBID) from either our Phone
Banking Agent or Branch, depending on where you
registered
- Make sure that you have received your One Time
Activation Code (OTAC).
- Visit Standard Chartered Bank website at http://www.standardchartered.com.my.
Select "Login to Online Banking"
- Follow the instructions on your screen to complete
your activation process.
- Next, create your Username and Password.
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2. What is
an eBID?
EBID, or Electronic Banking Identifier is a 10-digit
number issued to each registered customer. This
number is used for the purpose of identifying our
customers when activating their Online Banking service
online.
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3. What is
an OTAC?
OTAC or "One-Time-Activation-Code" is a random
6-digit number generated during registration and
is unique to each customer for the purpose of first
time activation or login.
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4. How will
I receive the OTAC?
There are 3 methods through which an OTAC is provided
to the customer:-
- SMS directly to customers' registered mobile
phone
- OTAC Mailer during registrations at our Standard
Chartered Bank branches
- OTAC Mailer directly to customer via Courier
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5. Is there
an expiry date for the OTAC? The SMS OTAC
normally expires within 3 days. Your SMS message
will indicate the expiry date. You will need to
activate your Online Banking service within this
period. If your OTAC has expired before you are
able to activate our service, please contact our
Phone Banking service for a replacement OTAC. To
avoid confusion, we encourage you to delete the
SMS from your mobile phone when the OTAC has been
successfully keyed-in to Internet Banking and accepted.
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6. How do I
activate my Online Banking service?
Once you have obtained your eBID and OTAC, you
can visit our Online Banking service at http://www.standardchartered.com.my/.
Click on "Login to Online Banking" and once you
see the Login Page you can go to "For first time
login, please click here". You will need to agree
to our Terms and Conditions and submit your eBID
and OTAC.
Upon successful authentication, you will need to
create a username and password for subsequent logins.
You no longer require your eBID and OTAC after successful
creation of your username and password. The eBID
and OTAC are only required during first-time login.
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7. What if
I forget my Username and Password?
You can contact our Customer Care Consultant at
03-7711 8888 or visit any of our branches.
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8. Will my
access be locked after multiple unsuccessful attempts?
How can I get it unlocked?
To protect your accounts, your access will be locked
after 3 unsuccessful attempts. You can have it unlocked
by calling our Customer Care Consultant at 03-7711
8888 or by visiting any of our branches.
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9. Can I use
my ATM PIN to log in? Or use my Phone Banking PIN?
No, your Online Banking eBID, OTAC, OTP, username
and password are unique to the Online Banking service.
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Account information
1. How can I
check my account information online?
You can see a summary of your account(s) profile
and balances on the "List of Accounts" page once
you have logged in to Online Banking in the "Overview"
page. This page summarizes all your Current Accounts,
Savings Accounts, Fixed Deposits, Investment Accounts,
Loans and Credit Cards.
From there, you can perform access the account
details by clicking on each account link. You can
also view the account transactions by clicking on
the "View Transactions" link at the end of each
account row.
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2. How far
back can I view my transaction history?
For your Current and Savings accounts, you can
view your transaction history up to the previous
one month. For Credit Cards, you can access transaction
details for up to the last three statement periods.
For loan accounts, you can access transaction details
for up to the previous one year. For your Current
and Savings accounts, you can view your transaction
history up to the previous one month. For Credit
Cards, you can access transaction details for up
to the last three statement periods. For loan accounts,
you can access transaction details for up to the
previous one year.
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3. How do I
download and save my account information and latest
transactions?
You need to select your latest transactions or
historical transactions and click on the "Download"
button to save the information on your PC in "CSV"
format. This format can be opened by software such
as "Microsoft Excel" and others. Please be aware
that the information is easily readable and is no
longer encrypted once downloaded into the PC.
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4. Would I
be able to print out my account information and
or the transaction history?
Currently, the printer-friendly format option is
only available on selected screens.
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Funds Transfer
1. What kind
of funds transfer can I do in this service?
You can perform the following transfers over our
Online Banking service:-
- Between your own Savings and Current accounts.
- To a 3rd Party Standard Chartered Account
- To accounts in another Bank under MEPS Inter-bank
GIRO service
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2. Do I need
to pre-register 3rd party payee before I can use the
funds transfer facility? Yes, you will
need to pre-register the accounts before you can
make a funds transfer.
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3. How do I
pre-register my 3rd party Standard Chartered accounts?
This can be done by adding a 3rd party payee in
"Pay a bill / Transfer money". You are required
to provide details such as the payee name and IC
number as well as the payee account details. The
details must be accurate to ensure a successful
transaction.
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4. How many
payees can I add in Online Banking?
You can add up to a total of 10 payees for 3rd
party funds transfer and bill payment.
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5. When are
the transferred funds available in the receiving
account after I do an Immediate Fund Transfer to
accounts within Standard Chartered Bank, Malaysia?
All fund transfers within Standard Chartered Bank
Malaysia (Savings and Current) within Malaysia are
effective immediately. For Credit Cards and Loans
repayment, the payment will be processed on the
next Working Day.
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6. When are
the transferred funds available in the receiving
account after I do a Fund Transfer to 3rd party
accounts within Malaysia?
Fund transfers under the MEPS Inter-Bank GIRO are
subjected to clearing by the receiving bank.
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7. What is
the transaction limit over Online Banking service?
Is there any limit to the transaction amounts over
Standard Chartered Online Banking service?
There are no limits imposed on transfers between
a customer’s own accounts.
The following transactions have a daily limit of
RM 5,000 (or lower, if reduced by the customer)
and is shared across the transactions:-
- 3rd party fund transfers to another Standard
Chartered account
- Fund transfers to other MEPS Inter-Bank GIRO
Bank accounts
- Bill Payments via Fund Transfers
For Bills Payment via Credit Card, there are no
limits imposed subject to the Bill Merchants individual
bill limits and your credit card available balance.
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8. Can I do
a foreign currency transfer via Online Banking?
Fund Transfer can be done in local currency only.
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9. Can I do
Post-Dated or Recurring Funds transfer?
Funds Transfer via Online Banking can be done in
three ways.
- Immediate
- Post-Dated
- Schedules/Recurring
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10.
Can I maintain my Post-Dated or Scheduled Funds
transfer instructions?
You can delete any of your Post-dated or Scheduled
Funds transfer instructions up to one business day
before the effective due date. Your
scheduled instructions are processed the night before
the due date to ensure funds availability in the
receiving accounts on the effective due date itself.
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11. How do
I know if my transactions are successful?
You can check your account transaction history
for the update. You should also check whether
there are errors notified to your mailbox. You may
contact our Customer Care Consultant at 03-77118888
should you need further clarification on the unsuccessful
transactions.
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12. Can I
pay my bills via Online Banking?
You can pay your bills over the Internet by either
of the following methods:
- Funds Transfer from your Current / Savings Account;
- Credit Card.
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13. Do I
need to pre-register Bill payment payee before I
can use the bill payment facility?
You will need to pre-register your bill payee details
before making a bill payment.
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14. How do
I pre-register my Bill payment payee?
This can be done by adding a bill payment payee
in “Pay a bill / transfer money”.
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15. Can I
do a cross currency Bill Payment via Online Banking?
Bill payment via Fund Transfer / Credit Card can
only be done in local currency..
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16. Can I
do Post-Dated or Recurring Bill Payment?
Bill payment via Fund Transfer can be done in 3
modes:
- Immediate
- Post dated
- Scheduled / Recurring
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17. Can I
maintain my Post-Dated or Scheduled Bill Payment
instructions?
You can delete any of your Post-dated or Scheduled
instructions up to one business day before the effective
due date. Your scheduled instructions are
processed the night before the due date for it to
be effective on the effective due date itself.
Please note that different Bill Merchants have different
processing cycle, please ensure sufficient lead
time for the processing is provided for. We
recommend that at least 3 working days is included
in the Effective Date for the purpose of this processing.
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18. How do
I know if my transactions are successful?
You can check your account transaction history
for the update. You should also check whether
there are errors notified to your mailbox. You may
contact our Customer Care Consultant at 03-77118888
should you need further clarification on the unsuccessful
transactions.
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Credit Card services
1. What are the
card services available online?
The following credit card services are available
over our Online Banking service:-
- Card Balance Enquiry
- Credit Card Payment
- Bill payment via Credit Card
- Cards Transaction History (Last 3 statements)
- Credit Card Application
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2. How do I
pay my credit card bill online?
Go to the “Card” main page by selecting
“Card” on the left navigational menu.
Proceed to the “Transaction History”
and click on the “Pay” buttons on the
page.
You have the option to pay the Outstanding, Minimum
or Full Amounts. You can change the payment
to any amount after you have selected any of the
3 options.
You will be prompted to select your Debit Account
from which the funds will be transferred from.
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3. When will
my credit account be updated?
Your credit card account will be updated in next
working day.
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4. How do I
know if my transactions are successful?
You can check your account transaction history
for the update. You should also check whether
there are errors notified to your mailbox. You may
contact our Customer Care Consultant at 03-77118888
should you need further clarification on the unsuccessful
transactions.
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Loan Services
1. What are the
Loan Services available online?
- Loan Summary
- Loan Repayment
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2. Can I view
my Loan statement?
You can view your last one-year statement online
via Online Banking.
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3. How do I
pay my Loan online?
Go to the “Loan” main page by selecting
“Loan” on the left navigational menu.
Proceed to the “Transaction History”
and click on the “Pay” buttons on the
page.
You have the option to pay the Due or Monthly Instalment.
You can change the payment to any amount after you
have selected any of the options.
You will be prompted to select your Debit Account
from which the funds will be transferred from.
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4. When will
my loan account be updated for the payment?
Your loan account will be updated in the next working
day.
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5. How do I
know if my transactions are successful?
You can check your account transaction history
for the update. You should also check whether
there are errors notified to your mailbox. You may
contact our Customer Care Consultant at 03-77118888
should you need further clarification on the unsuccessful
transactions.
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Personal Information Maintenance
1. Can I change
my personal details through Online Banking?
Existing bank customers can perform personal information
maintenance to update their personal particulars
and set up personalised options for accounts such
as update on address and contact information.
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Personalisation
1. Can I personalise
my Online Banking?
This feature allows customers to personalise the
following:
- Nicknames for accounts/cards/loans
- Change the display for the order of accounts
- Lower daily transfer limit for 3rd party fund
transfer (within Standard Chartered Bank and MEPS
Inter-bank GIRO) and Bill Payments. The
daily limit is applicable and calculated on a
daily basis, and will be applied to Online Banking
service.
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2. What is
the use of the Mailbox?
The Mailbox feature in our Online Banking service
allows you to view messages from the Bank.
Your mailbox is also used to notify you of any processing
errors for your transactions or instructions.
It is recommended that you check your mailbox regularly.
You may contact our Customer Care Consultant at
03-77118888 should you need further clarification.
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3. Can I
use the Mail Box to send email to my friend?
No, the Mailbox is only for communication between
you and Standard Chartered Bank. For security reasons,
we do not accept any instructions relating to financial
transactions through the Mailbox. You can
contact our Phone Banking service if you have any
queries.
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4. Can I
delete messages from the Mailbox?
Yes, you can delete the messages from the Mailbox.
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e-statement
1. What is
e-statement?
E-statement is an electronic version of your account
statement delivered directly to your email address.
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2. How much
does the e-Statement service cost?
There is no fee to enroll or use the e-statement
service.
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3. Can I
access e-statement any where in the world?
Yes, as long as you can access your email, you
will be able to retrieve your e-statement.
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4. When do
I receive my e-statement?
You will receive your e-statement as per the frequency
you defined in your Account Application form. Credit
Card statements are sent monthly.
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5. Can I
change my subscription of my paper statements to
e-statements via Online Banking?
Yes, you can change the subscription of your paper
statements to e-statements in the Subscriptions
Link under Statements in Online Banking.
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Rates Enquiry
1. Can I view
the Foreign Currency Rates through Online Banking?
Yes, you can view the Foreign Currency Rates through
Online Banking.
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Applications
1. What services
can I apply through Online Banking?
You can submit the following types of applications
through our Online Banking service :-
- Cheque Book Request
- New Bank Account Application
- New Credit Card Application
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Bills Payment
1. Who are
the billers that I can remit payment on Online Banking?
You can remit to the following billers:
- MSIG Insurance (Malaysia) Bhd– Motor
Insurance & Non-Motor Insurance
- Bukit Kiara Resort
- Majlis Perbandaran Ampang Jaya (MPAJ)
- Persatuan Automobil Malaysia (AAM)
- Excel Forefront (Magazine subscriptions)
- TIME
- Fortune
- The Economist
- Business Week
- Readers Digest
- Forbes China
- Taiwan Panorama
- Yazhou Zhoukan
- National Geographic Kids
- Asian Geographic
- Discover
- Popular Science
- Gems of Success
- Typhoon Club
- Kelab Darul Ehsan (KDE)
- Bkt Banang Golf and Country Club
- Berjaya Golf Resort - Bukit Jalil
- Staffield Country Resort
- Azmi & Co/Menara Duta Condo
- Azmi & Co/Sinaran Ukay Condo
- Azmi & Co/Putra Permai 1 Condo
- Azmi & Co/Putra Permai 2 Condo
- Azmi & Co/Putra Permai 3 Condo
- Azmi & Co/Pusat Bandar Putra Permai Condo
- Azmi & Co/Taman Miharja Phase 1 Condo
- Azmi & Co/Sri Penaga Condominium
- DiGi Telecommunications
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2. Any plan
to include utility merchant such as telecommunication,
water bill, multimedia and electricity?
Definitely – we strive to provide you with
better service so watch out for more merchants coming
on board soon.
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3. How is
the transaction reflected in my credit card statement?
The transaction will display the merchant’s
name prefixed with a ‘BPS’ which stands
for Bills Payment Service i.e. BPS-BKT KIARA RESORT
K LUMPUR MY . The prefix helps you to identify that
the transaction is originated from Online Banking
on your credit card statement.
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4. When will
the transaction takes effect?
The transaction will take effect on the next business
day.
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5. Does online
payment have impact on my credit limit?
Yes – Online Bills Payment act similarly
to a retail transaction and your credit limit will
be ‘reduced’ according to your bill
amount.
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6. How do
I edit the payee’s information?
You are not able to edit existing payee. For security
purpose, you need to delete and re-register the
payee with new information.
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7. Why is
One Time Password (OTP) required?
Under the Bank Negara Malaysia’s guideline,
OTP is required for risky transaction such as registering
of a new bill payee and making a bill payment.
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8. Can I
schedule a future transaction or recurring transaction?
Yes, you can subject to the daily limit as may
be fixed from time to time.
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9. I have
performed a transaction but it was not executed.
Why?
We are not able to execute your transaction if:
- your designated account does not have an adequate
balance to make the payment
- your designated account does not contain sufficient
funds to pay for any charges, fees, interest or
other sums that may be payable by you to us
- the execution of your instructions will cause
the balance in your designated account to exceed
the credit limit that we have set for you and/or
your designated account
- your designated account is closed, frozen or
inaccessible for any reason
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10. What
is the reference field for?
Depending on the respective merchant requirement,
the information provided on these 2 reference fields
maybe required to correctly identify the customer’s
account with the merchant e.g. bill number and accounts
number. You can view the sample bill of each merchant
here.
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11. What
is the cut-off time to process the repayment on
the same day?
Pay your bill before 8.30 p.m on a business-day
to process your transaction on the same day.
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