Standard Bank Mobile Banking Frequently Asked Questions FAQ s

Transcription

1 Standard Bank Mobile Banking Frequently Asked Questions FAQ s

2 Frequently asked questions Purpose The frequently asked questions (FAQ s) are designed to supply answers to possible questions that customers or staff might have. On which phones can the Standard bank Mobile app be used? Blackberry BlackBerry Bold 9930 BlackBerry Bold 9900 BlackBerry Bold 9790 BlackBerry Bold 9780 BlackBerry Bold 9700 BlackBerry Bold 9650 BlackBerry Torch 9860 BlackBerry Torch 9850 BlackBerry Torch 9810 BlackBerry Torch 9800 BlackBerry Curve 9380 BlackBerry Curve 9370 BlackBerry Curve 9360 BlackBerry Curve 9350 BlackBerry Curve 9330 BlackBerry Curve 9300 Android All Android phones with Operating System: Gingerbread, Honeycomb, Ice Cream Sandwich Iphone All Iphones with Operating System 4 and up Can I register more than one account on the app? Only one card number can be registered per device. Can I register more than one phone/device? Yes, you can register up to 10 devices using one card number.

3 Can I register my Business Account on the app? You can use your business card number to register for the app. All your accounts that are linked to your business card will appear. If you have registered using your business account, you will not be able to register with your personal card number on the same device. I am not able to use the ATM and branch locator. Make sure that your device display my location settings are switched on. The locator cannot find branches and ATM s in your area if it cannot determine your location. What happens to my transaction if the session was discontinued or I lost signal? If you experience a timeout or break in the connection from your device to Standard Bank, your session and transaction will be automatically cancelled and you will be logged out. Does the app remember login details? Once you have registered, your device will be recognised by Standard Bank on logging in, however you will always need to enter your Customer Selected PIN (CSP), to login. Can I enter a different beneficiary reference for pay beneficiary transactions? The beneficiary reference can be changed on a per transaction basis- as you do the actual payment. The saved reference on your internet banking profile (if you have one) will however not be changed and will stay the same. Where can I get a link to download the app to my device? The app is available for download at the following app stores. Remember to registered to download apps from the stores: Android Google Play Apple itunes Blackberry Blackberry App World I have a Blackberry touch screen and the app does not work when I touch the icons? This is a Blackberry touch screen issue and not related to the app. Try using the touchpad and the click function. I am experiencing trouble when trying to open the app on my Blackberry. It hangs and displays a white screen. Your Blackberry may be linked to a BES server through your company which has security settings as part of a company block. Upgrade to version To do the following: 1. Enter the Blackberry App world and select My World

4 2. Select installed from the drop down menu 3. Select the Standard Bank app and a message will display Upgrade available 4. Select the upgrade button. In addition, please ensure you have sufficient device memory and you are running OS6 and upwards. To check this, you can do the following: 1. From the home screen select Options (spanner icon) 2. Scroll and select Device 3. Scroll and select About Device Versions 4. View device version is displayed next to BUNDLE. The app requires 4.4mb of storage to download. The app may also give you a white screen if there is insufficient running storage on your device. To check this, you can do the following: 1. From the home screen select Options (spanner icon) 2. Scroll and select Application Management 3. Scroll to the right to display CPU/Usage/Memory/Application storage/applications. The app cannot be loaded on the Blackberry Torch Your device s OS version must be 7 or higher. We are currently investigating the issues experienced for OS version 6. I receive the error message Server communication error occurs Ensure you have sufficient data (airtime) on your device. You may also be experiencing network issues in your area. I cannot find the app on the app store. If you have a Samsung device- the app is not available in the Samsung App store, try searching the Google Play store If you have a Blackberry- the app is not supported for your device and OS. Please refer to the above list to see if your device is listed. An 8520 is not supported. On my Blackberry Bold 9780 & 9800, the app opened once, now it just goes to white screen and then it aborts. Ensure the OS version is the latest OS7 or up. You could also be experiencing a network error with the service provider. Remember to check what other apps are open and running on your device as this could slow it down.

5 Can I get the app on my jail broken or hacked phone? The app is not supported on jail broken or hacked version upgrades that are not supplied by the device providers. Why can t I see all my accounts? In order to view all your accounts, they need to be linked to the card number which you have registered for Mobile banking. If your card is not linked, you can do so at your nearest branch.