Frequently Asked Questions

How can we assist you today?

Can I schedule a transfer to take place in the future or set up recurring transfers?

Do yes, but this can only for bulk payments.

How do I cancel a transfer that I have entered?

Sole signatory customers cannot cancel transactions once it has been submitted. For joint account, the approver(s) can DENY approval preventing the transaction from processing. This only applies to transactions not fully approved as per mandate count.

How late in the day can I make a transfer for the funds to be processed same day?

Cut off times are only placed on RTGS (other bank transfers) and Telegraphic Transfers (International Transfers). Transfers done before 2:30 pm are processed same day whilst the ones done afterwards are processed in the next working day.

I do not want transaction rights on my online banking or on some accounts.

The bank provides read only rights for online banking. You will only be able to login view balance and run statements. You can also specify the accounts that should be transactional or not.

Will I get confirmation copies for every transfer I make to other banks?

Yes. The bank will send an SMS notification to your registered mobile number and e-mail notification advice slip to your registered email address. You can also download advise slip for all the transactions done in the new online banking. Login and go to transaction status menu.

I need guidance on performing a bulk payment.

Please download any sample excel file hosted under bulk payment, open the excel to access the GUIDE TAB. Please read through the guide before preparing your batch file and performing the transaction.

I need to make multiple payments.

Download sample file highlighted in blue font color. Edit the sample file with payees’ details. Do not delete the EOR record, simply add more row in front of EOR row, and save the file thereafter. On the platform, enter details, upload the file and submit.

What is the difference between General and Salary bulk payment?

a) General payment is for paying supplies and you require each payee payment amount to reflect as an individual entry on your bank statement.
b) Salary payment usually used to pay salaries or payments that do not require individual payee entries on the statement. Your statement will only have one entry of the total sum of the bulk payment.

Can I schedule a bulk payment?

Yes, you can schedule a bulk payment by selecting a different date and time in the field provided. The transaction will be processed on the date and time specified.

How do I confirm that status of a submitted or approved transaction?

Login into online banking and select Transaction Status in the main menu section. Choose between Single Transaction Status and Bulk Transaction Status. Status details of the most recent transactions will be displayed on the screen.

FAQs