Generally, debit cards are sent out once the relevant account has been funded. The only exception to this is clients who have opened and have qualified for the following accounts:

• Professional Demand Account – Independent Financial Advisors who hold terms of business
• Platinum Optimum Account – Standard Bank South African Wealth and Investment clients who have been introduced via their Private Banker
• Seafarer Account – Mariners in Transit

If your existing card is due to expire, this will be sent out before your card expiry date.
Your card will be sent out to the address you provided as well as sending you an email to let you know your card is safely on its way. This will provide you with the details of any tracking numbers you may require.

• Log in to the SBG Mobile Banking app using your login credentials.
• From the home screen, tap on  located on the top left side of the screen.
• Tap on the ‘Manage cards’ option.
• If a card has been ordered and shipped to the address provided, you will be able to display the card.
• You will only be able to view your card if a card has been ordered.
• To activate your card, tap ‘ACTIVATE CARD’.
• If your card has been activated successfully, a message will appear confirming ‘Your card has been successfully activated’.

• Log in to the SBG Mobile Banking app using your login credentials.
• From the home screen, tap on  located in the top left side of the screen.
• Tap on the ‘Manage cards’ option.
• Tap ‘View PIN’.
• You will now have to confirm some information so we can release your PIN. Enter your internet client number, CVV number and expiry date.
• A one-time password will be sent to the email address registered to your internet client number.
• Once you have retrieved the one-time password, please enter it.
• If you have entered the one-time password correctly, your PIN will be displayed for 10 seconds.

Yes, you can request a PIN reminder using the mobile app. Please refer to the FAQ ‘How do I view my PIN using my Mobile app?’

For the sake of efficiency we suggest you use the Mobile app. However, you can still request a paper PIN through the Personal Banking team or your Relationship/Wealth Manager. 

Yes, you must be registered for Internet Banking before you can download the Mobile app. 

No, this feature is only available through the Mobile app.

Please remember to check the email address you used when you registered for Internet Banking. If you are using the correct email address, then please check your junk/spam mail folders. If you are still unsuccessful at retrieving the one-time password, then please follow the support guidance issued on the app.

No, the app does not support this functionality. However, you can still change your PIN at a designated ATM as explained in the Visa debit card user guide. In case you need a PIN reminder, the app will be updated to reflect the new PIN once it has been changed.

The one time password will be sent to you from a .co.za email address. If you have not received this email, please check your junk/spam mailboxes. 

It is likely that if a renewal or replacement card has been ordered for you, this will be visible in the ‘Manage Cards’ section of the app. Please only activate your Visa debit card once you are in receipt of it.

• Annual fee: £15.00 | US$25.00 | €20.00 | AU$25.00 (as applicable)*
• Cash withdrawals: 1.75% (minimum £2.00 | US$3.00 | €3.00 | AU$3.50 as applicable)
• Foreign exchange commission: 2.75%
• Card replacement: £20.00 | US$30.00 | €30.00 | AU$35.00 (as applicable)
• Copy sales or cash vouchers: We reserve the right to charge for copy vouchers. The amount will be dependent on the fee charged to us by Visa.
• *This fee is not payable by Private Banking customers with a Visa debit card linked to a Platinum Optimum Account.

For security reasons the use of your card is subject to certain daily limits as follows:

• A maximum amount which can be withdrawn in any 24 hour period, either in cash or purchases, is £2,000 | US$4,000 | AU$3,500 | €4,000
• A limit of three cash withdrawal transactions are permitted in any 24 hour period (but there is no limit on the number of point of sale transactions)
• Total cash withdrawals cannot exceed £600 | US$900 | AU$1,000 | €900 in any 24 hour period.

You should be aware that your transaction limits can be affected by transactions authorised but not yet debited.

• For security reasons you will not be able to use your card for 24 hours after entering your PIN incorrectly three times.
• After 24 hours, you will be able to withdraw cash as normal provided the correct PIN has now been entered.
• If you have forgotten your PIN number, please call the Visa debit card helpline 24 / 7 on +44 (0) 1624 643623 where you can order a PIN reminder.

As per our terms and conditions, if the balance of your account is below £100 | US$150 | €150 | AU$150 you are unable to access the funds by means of your Visa debit card.
However, if your account balance is greater than £100 | US$150 | €150 | AU$150 and you are still unable to access your money, please contact our Visa debit card helpline 24 / 7 on +44 (0) 1624 643623.

The card is initially issued on the basis of your proposed transaction limits, however, the Bank may, at its discretion, temporarily increase or decrease these limits to suit your personal requirements.
You can request the following temporary limit increases any time on a 24/7 basis by calling +44 (0) 1624 643623 providing there is a sufficient balance on the card.

If you would like to discuss a higher limit, please call your personal banker during normal working hours.

You can change your PIN in the following countries: Poland, Ireland, UK, Switzerland, Isle of Man & Channel Islands

The Verified by Visa (VbV) authentication service is driven by the retailer and offers you an additional layer of security for your online transactions.  VbV requests a secure one-time passcode “OTP” which Standard Bank International sends to your registered mobile phone number, to help protect your card against unauthorised use.

To automatically reset your PIN, you need to go to a chip reading ATM and withdraw cash using the correct PIN.
If you have forgotten your PIN, please call the Visa debit card helpline 24 / 7 on +44 (0) 1624 643623where you can order a new PIN.

If your card is lost or stolen, you, or any other person acting on your behalf, must notify us immediately by contacting our 24 / 7 lost or stolen helpline on +44 (0) 1624 643644.
We recommend that you also notify the relevant law enforcement agencies if you suspect that your card has been stolen, or a crime has been committed in relation to your card.

VbV authentication has been enhanced for your additional security and safety.  Instead of stating your password, you will now receive a One-time passcode “OTP” to your mobile phone.  If you have not received this, please contact our Visa debit card helpline 24/7 on (0) 1624 643623 to ensure we have your current details on file.  Please also refer to Verified by Visa FAQs. 

• Card activation
• Card blocking
• Transaction queries
• PIN reminders
• Limit changes*
• Lost and stolen
• Fraud management

The Visa debit card helpline is available 24 / 7 365 days a year for your convenience.
*The following temporary limit increases are allowed providing there is a sufficient balance on the card.

If you would like to discuss a higher limit, please call your personal banker during normal working hours.

In the event of your card being damaged, or if you are in need of a replacement card, you should contact our Visa debit card helpline 24 /7 on +44 (0) 1624 643623 so that every effort can be made to replace your card as quickly as possible.

Alternatively you can send us a secure message through your Internet Banking requesting a new card. Please confirm the correct delivery address and phone number for your new card when contacting us.
Please note that a charge may apply for issuing a replacement card

All cards sent to countries outside the United Kingdom are dispatched by courier. The telephone number is required by the courier service to ensure prompt delivery of your card.

On the reverse of the card there is a symbol which shows the currency of your card. 

Contactless uses short range wireless technology through a hidden antenna in your Card, so the retailer’s Point of Sale terminal will pick up a signal from your Card when it's very close to it. You can use your Card for payments of £30 or less, and as an extra security measure, you may be asked occasionally to enter your PIN. Look for the contactless symbol at participating outlets.

There are more than one million places where you can use your Visa contactless Card in Europe alone, more than 400,000 of which are in the UK. That includes retailers like M&S, McDonald’s, Starbucks, Boots, H&M, Post Office and BP as well as many bars, independent stores, and wherever the contactless logo is displayed.

Yes, it is very secure. Standard Bank Visa contactless Cards use the same secure technology as Chip and PIN. For payment to be taken from your Card, usually the merchant must enter the amount for you to approve and you will need to touch your contactless Card on the Point of Sale terminal. Plus, from time to time, you will be asked to enter your PIN to verify you are the genuine Cardholder.

No. The reader and Card are configured to ensure that you will only be charged for one transaction.

Your Card and Point of Sale terminals are set at this limit. For transactions over the contactless limit, you will need to make purchases by entering your PIN.

Your contactless Card is also a Chip and PIN Card so it can be used for regular PIN transactions if you wish. You decide how you use your Card to pay for goods and services so simply advise the merchant you wish to pay by Chip and PIN.

Not all retailers accept contactless transactions. Check that the Point of Sale terminal is enabled for Visa contactless payments. If the terminal is enabled, call the number on the back of your Card and we will resolve the issue. You can use your Card with your PIN in the meantime.

You can use your contactless Card in most places where you see the contactless acceptance symbol and the Visa logo, including for example Transport for London. The transaction limit for Standard Bank contactless transactions varies according to each currency, as such your experience may differ from that at home. If you are unable to perform a contactless transaction you will still be able to perform a Chip and PIN transaction.

Contactless transactions are designed to let you make low value transactions quickly and conveniently. If you would like a receipt to confirm the contactless transaction just ask the retailer when you pay.

Please note that this may not be directly available in certain circumstances for example, when using Transport for London.

As well as a maximum limit of £30 or equivalent for each contactless transaction, from time to time you will be asked to insert your Card for a Chip and PIN transaction to verify that you are still in possession of the Card — this security measure restricts the possibility of extended unauthorised use.

Standard Bank will guarantee protection against fraudulent transactions on your Card, provided you have taken the responsibility to notify us immediately, and you have complied with your General Terms and Conditions for Standard Bank Visa debit Card.

The Verified by Visa (VbV) authentication service is driven by the retailer and offers you an additional layer of security for your online transactions. VbV requests a secure one-time passcode “OTP” which Standard Bank International sends to your registered mobile phone number, to help protect your card against unauthorised use.

Look out for this logo on the participating retailer’s website:

The Verified by Visa Service is free; however, your mobile phone operator may charge you to receive a text from us, dependent on the charging/tariff agreement you have in place.

No, simply make sure your mobile number is registered with us, because we will send you a one-time passcode (OTP) via SMS to complete the online transaction as part of the Verified by Visa process. 

There are two SMS OTP delivery methods available to our clients, the standard format will be an “A2P” message (Application-to-Person) where the Sender ID will reflect the words “StandardBK” as per the screen shot below:

Some Mobile network operators around the world block A2P messages, in this instance your OTP will be sent from the following number +46737494050 creating a secure “P2P” message (Person-to-Person) which should be accepted for secure processing by the local mobile operator. 

Only “StandardBK” or the number “+46767494050” are approved by us as the sender ID’s for our clients secure OTP.

Your OTP will be active for three minutes so please ensure that you are within mobile network coverage and that you have your registered mobile phone to hand when purchasing from a VbV retailer online.  Please note that roaming may affect the successful delivery of your OTP or cause a delay in receipt,  dependent on the service provided by your location mobile network provider. 

 If you are unable to input the OTP within three minutes, the code will timeout and you must click on the “Resend new code” link shown in the screen shot below:

You will be given 3 attempts and will then be asked to contact us.

If we are unable to send you an SMS for some reason you will receive the following message asking you to contact us:

If there is no Mobile registered against your card you will receive the following message asking you to contact us:

As your mobile number will be the prime contact number for Standard Bank to send you an OTP, please ensure that your new mobile number is updated with us by calling us during standard UK working hours: Monday to Friday between 08:00 - 17:00. 

You will be unable to use this Verified by Visa authentication service. 

No, if you use your card to make an online purchase with a retailer who uses the Verified by Visa service and authentication is required, you will be prompted to enter the OTP sent to you by text message.

Yes, you can click the cancel button on the Verified by Visa screen and this will take you back to the retailer’s website.