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Frequently Asked Questions

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Registration Process

1
I cannot login to STANLIB Online
2
How do I login to STANLIB Online to transact online
3
How do I register for STANLIB Online
4
How do I reset my password if I have already registered?
5
I have not received an OTP
6
What if I do not have an e-mail address?
7
How do I get in touch with a financial adviser?
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How to transact

1
How do I open a STANLIB unit trust account?
2
How do I make an additional investment?
3
How do I withdraw from an investment?
4
How do I switch from one fund to another fund?
5
How do I receive statement, investment balance or tax certificate using STANLIB Online?
6
How do I receive statement, investment balance or tax certificate using STAN the smartbot / digital assistant
7
How do I receive statement, investment balance or tax certificate using the voice recorded prompts?
8
How do I change my details?
9
Is it safe for me to conduct business online?
10
What are the benefits of registering and transacting online?
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Going Paperless

1
What does paper to pixel mean?
2
Are all transactions going to be online now?
3
What paper-based forms will be disabled and when will they be disabled?
4
Are you turning off paper for LISP / Institutional / Africa / Offshore / Noble / Melville Douglas clients?
5
Is this functionality available for LISP/ Institutional / Africa / Offshore clients?
6
Does transacting digitally also apply to FUNDISA investments?
7
Is there still an option to complete a manual form?
8
Are companies and other legal entities going to continue with manual forms?
9
How will Estate Lates be affected by turning off switches?
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Adviser Queries

1
Has process been approved by compliance?
2
Can we use this functionality immediately?
3
What other transactions can I do online? Am I able to transact on behalf of my clients?
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Chatbot Stan

1
Will brokers also have access to STAN or is it only available for direct clients?
2
Will there be security checks involved?
3
How do we interact with clients on Live-consultant?
4
Can you enter registration numbers for companies or trusts?
5
Will Stan advise the customer if we are having any technical difficulties?
6
Will STAN be available for Offshore Investments as well?
7
If client information is sent via SMS, will it be password protected?
8
So once Stan has referred the "chat" to the Live Consultant, does it end the bot conversation?
9
Does the format of the cell phone matter?
10
Can clients ask for previous tax certificates and statements on the Bot?
11
What about clients that don't have identity numbers on our system or 9999?
12
How many times can I type the entity number?
13
Can a user make use of other details either than the entity and ID number?
14
What if the last three digits of the ID have changed?
15
How can I avoid risk when chatting on Live-Agent?
16
What type of transactions will be available on the bot?
17
Will the transactions appear on AWD?
18
Why would a client be restricted from transacting on the bot?
19
What are the withdrawal minimums and maximums?
20
Which products can transact?
21
To which contact details does the bot send the OTP if I have multiple entities with different numbers?
22
Can minors accounts allowed to transact?
23
Will the client see all their fund accounts on the bot?
24
Will I be able to cancel a debit order?
25
What happens to income distribution when withdrawing all funds?

It’s time
to get online

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