Online servicing help

 How do I register?

All existing Standard Life customers can register to access their accounts/plans online. Just click on the link below to begin the registration process.

You will be asked to accept our online terms and conditions and complete your details. We will then present you with a User ID and will send you a temporary password in the post.

This should take up to 3 working days to arrive and you will be asked to change this password when you log in for the first time. The temporary password is valid for 90 days, so you will be asked to change this as soon as possible after receiving it.

>> Register now

 How do I log in?

Once you've received your temporary password in the post, simply click the Customer Login button situated at the top of every page and enter your User ID.

You will be prompted to enter your temporary password and to set up some security questions. Setting up these questions is a mandatory requirement and you will be unable to log in to your account until this has been completed.

>> Log in now

 How do I change my temporary password?

You will be automatically asked to change this the first time you log in.

Your password should be between 5 and 10 characters and must contain both letters and numbers.

Please remember to keep your password information secure.

 How do I set up my security questions?

If you have not yet done so, the next time you log in to your account you will be asked to set up some security questions. This is a mandatory requirement and you will be unable to log in to your account until this has been completed.

These security questions will be used to prove your identity whenever you reset your password online. It will only take a few minutes to set these up and you will only need to do this once.

You will be shown a list of 12 general questions. You should select 4 questions from this list and provide a memorable answer for each.

Make sure you choose answers that are easy for you to remember but difficult for anyone else to find out or guess.

 I have forgotten my internet User ID. What should I do?

Don't worry - if you have your account number and password available then click on the "Forgotten User ID" button on the Customer Login page and enter the information requested.

If you don't have your account number to hand, just contact our Customer Centre on:

 I have forgotten my internet password. What should I do?

1. If you have already set up your security questions, you can reset your password online.

First you need to log in with your User ID then select the 'Have you forgotten your password?' link.

You will be asked to provide your account/plan number and to answer 3 of your security questions.

The first 4 characters of a temporary password will then appear on the screen. The remaining 4 characters will be sent to your registered email address.

You should then re-enter your User ID into the online servicing login page, followed by the full temporary password. You will be prompted to reset the password to something of your choice.

2. If you have not yet set up your security questions, you should contact our Customer Centre on:

Call charges may vary and we may record/monitor calls to help improve customer service.

After you have been taken through the normal security process we will issue a temporary password to you by post. This password will be valid for 90 days in which time you will be required to log in and change your password.

You will be required to set up your security questions when you log in with this password.

 Why can't I see the My Products screen when I log in?

 What if my personal details are incorrect?

 What do I do if I need to change my address or account details?

 What if I can't bring up details of an account?

 How can I get access to online servicing?

 What equipment do I need to be able to use the online servicing?

To register and use Standard Life's online services you need:

Browser - Microsoft® Internet Explorer v5.5 (SP2) or later, or Netscape® Navigator v4.06 or later.

Screen Resolution - your display settings should be set so that the "Desktop Area" is at least 800 pixels x 600 pixels. A minimum of 16 million colours is recommended.

Operating System - Microsoft® Windows® 95/98/2000, Microsoft® Windows NT® 4.0 and Microsoft® Windows XP® support the full functionality contained within our site.

Modem Speed - to minimise download times we recommend using at least a 33kbps internal or external modem.

Other factors affecting performance - interactive areas in our site will run more efficiently if your computer has a Pentium® class processor and at least 32Mb RAM.

 Why do I need to use Internet Explorer v5.5 or later or Netscape navigator v4.06 or later?

We use Java and Verisign security processes. Internet Explorer v5.5 and above and Netscape Navigator v 4.06 and above browsers support these security functions and are recognised to be the most popular browsers available. If you would like to download either of these browsers you can do so by clicking on the relevant link below.

IE Browser | Netscape Browser

 Is the online service available to Windows 3.1 / Unix / OS/2 users?

Unfortunately, it is not.

 Who do I contact if I still have a technical query?

Just contact our Customer Centre on:

 Is the internet safe and secure for online servicing?

Yes. Our security functions have been extensively tested. The security infrastructure has also been approved by external auditors experienced in internet financial applications. Data is scrambled to ensure privacy and the centrally based server computer is protected behind our firewall.

Customers must register before they can use online servicing. This is done either by registering online or contacting our Customer Centre on:

Call charges may vary and we may record/monitor calls to help improve customer service.

The existing telephone security process must be completed as routine. Once you have supplied the correct information you will be registered. Your unique internet User ID will be emailed to you and a temporary password will be sent through the post.

The first time you log in with your internet User ID, you will be prompted to change this temporary password. For all subsequent logins, you will be required to enter 3 random characters from your chosen password.

All passwords are protected on the PC and are passed to the centrally based server computer in an encrypted format using Verisign which guarantees their security.

 Can anyone else see my account information? How do you keep my personal details private and secure?

Our online service is protected by the customer login procedure. Your unique internet User ID and 3 random characters from your password must be entered correctly before access is gained to account information. As long as these details are kept confidential to you, no-one else will be able to access your account.

 Can more than one person use the same PC and still have their details kept private?

Yes, provided that they have set up their own internet User ID / password and have registered to use the service.

 What encryption are you using?

We use Verisign 128 bit secure socket layer (SSL) encryption product to securely encode and decode the data flowing between the customer's PC and our web server.

 I have entered my password incorrectly three times and my access has now been revoked. How can I be reinstated?

To regain access contact our Customer Centre on:

Call charges may vary and we may record/monitor calls to help improve customer service.

Your personal details will be confirmed and a new temporary password posted to you. You will be prompted to change your password the next time you log into online servicing.

 What can I do to make online servicing 'safer'?

• Do not tell anyone else your security details (including your internet User ID and password).
• Do not write any of your security details down or leave them near your PC. 
• Do not type in your security details with someone watching.
• When you finish using the internet service , please make sure that you exit the service properly, using the ´LOGOUT´ button.

No Standard Life employee will ever ask you for your password. Do not divulge this information if asked for it. If you suspect that someone knows your security details, please contact our Customer Centre immediately on:

 Can Standard Life's online service operate alongside my company's firewall?

It may be beneficial to gain approval from your network administrator before operating our online servicing software from behind a corporate firewall as some firewalls do not permit you to download or run a Java application. To help with this we suggest that your network administrator contacts our Customer Centre on:

 What measures are being taken to ensure that no viruses are passed over the internet?

No viruses can be uploaded to our website as we do not accept code and all data is carefully vetted before it is passed into the online servicing main systems.

 How secure is the online servicing logon?

Standard Life protects your data being transmitted over the internet by making use of the Secure Socket Layer (SSL) protocol, which is a universal standard on the internet. An SSL session provides protection from interception and tampering of your personal data.

When you access our on-line service from the website, two processes occur:

• An SSL session is negotiated
• Your logon details are transferred, however this will not occur unless an SSL session is negotiated successfully.

 What happens if my computer internet session is dropped?

Call charges may vary and we may record/monitor calls to help improve customer service.

If you are having difficulties with your Internet Service Provider, then you should contact them directly to resolve the problem.

 The following questions apply to Standard Life Bank savings accounts and mortgages only.

My Products

If you're new to Standard Life Bank, you can apply online for a Direct Access Savings account, a 50-Day Notice savings account, or a Cash ISA. Apply online now.

You can also contact our Customer Centre on:

Call charges may vary and we may record/monitor calls to help improve customer service.

Existing Standard Life Bank customers can also call our Customer Centre on the above numbers.

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Contact our Customer Centre using the numbers below and we'll close the account for you.

Call charges may vary and we may record/monitor calls to help improve customer service.

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Only cleared funds can be withdrawn.

• Deposits by Direct Debit take 4 working days to clear.
• Cheques take 6 working days to clear from the date of receipt. This includes 2 working days for us to cash the cheque and receive the funds, followed by 4 working days to clear.
• Any deposits made via our online service will take 4 working days to clear.

The Account Statement screen will show all the deposits that you have made, even if they have not yet cleared. Uncleared funds are still earning you interest.

 Deposits

Contact our Customer Centre using the numbers below and we'll make the changes for you.

Call charges may vary and we may record/monitor calls to help improve customer service.

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You can't cancel a scheduled deposit within 3 days of the effective date. We allow this time for your money to pass through our payments system.

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You can't make a deposit on a bank holiday or at the weekend so our system recommends the next most suitable date. You can change this date if you want.

 Internal Transfers

You can only transfer funds into active accounts in the same plan. If you're not the holder of an account you want to transfer funds into, you must input the account number manually.

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Yes. You will be unable to make an internal transfer until the 4 day clearing period has passed.

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You can't transfer funds online into a Bond. You can only transfer funds into active accounts in the same plan. If you think you have a valid account number and you're having problems contact our Customer Centre on 0845 609 0256.

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You can't make a deposit on a bank holiday or at the weekend so our system recommends the next most suitable date. You can change this date if you want.

 Withdrawals

Contact our Customer Centre using the numbers below and we'll make the changes for you.

Call charges may vary and we may record/monitor calls to help improve customer service.

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You can't cancel a scheduled withdrawal within 3 days of the effective date. We allow this time for your money to pass through our payments system. Your money will still earn interest right up to the day it's transferred to your external account.

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You can't make a deposit on a bank holiday or at the weekend so our system recommends the next most suitable date. You can change this date if you want.

 Clearance Times

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 Account Statement

• Have you selected a Bond where no withdrawals can be made online?
• Have you yet to return the letter accepting our Terms & Conditions?
• Perhaps we haven't got your Personal Identification documentation?

Contact our Customer Centre using the numbers below and we'll try our best to help.

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Why doesn't anything happen when I press the Deposits button?

• Have you selected a Bond where no deposits can be made online?
• Have you yet to return the letter accepting our Terms & Conditions?
• Perhaps we haven't got your Personal Identification documentation?

Contact our Customer Centre using the numbers below and we'll try our best to help.

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Why doesn't anything happen when I press the Internal Transfers button?

• Have you selected a Bond where no withdrawals can be made online?
• Have you yet to return the letter accepting our Terms & Conditions?
• Perhaps we haven´t got your Personal Identification documentation?

Contact our Customer Centre using the numbers below and we'll try our best to help.

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Contact our Customer Centre using the numbers below and we'll make the changes for you.

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If a transaction appears to be missing, contact our Customer Centre using the numbers below and we'll investigate it for you.

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If a transaction detail appears to be incorrect, just contact our Customer Centre and we'll look into it for you.

Call charges may vary and we may record/monitor calls to help improve customer service.

 Future Transactions Screen

Firstly, select the transaction you want to change.

For a scheduled single deposit, withdrawal or transfer you are unable to amend the amount or date. You can delete the transaction by clicking on the "Delete transaction" button and then create a new transaction containing the correct amount or date details.

For a regular deposit, you can amend the amount or date by clicking on the "Update" button and entering the new amount and date details.