Paperless FAQ

Question 1

I cannot login to STANLIB Online

Accepted Answer

Please contact contact@stanlib.com for assistance with login issues.

Question 2

How do I login to STANLIB Online to transact online

Accepted Answer

Follow the registration and login process outlined in the FAQ section.

Question 3

How do I register for STANLIB Online

Accepted Answer

Follow the 6-step registration process: Step 1 through Step 6 as outlined in the registration section.

Question 4

How do I reset my password if I have already registered?

Accepted Answer

Follow the 6-step password reset process outlined in the registration section.

Question 5

I have not received an OTP

Accepted Answer

Check your contact details on record and ensure they are correct. Contact support if issues persist.

Question 6

What if I do not have an e-mail address?

Accepted Answer

You can create a free email address at https://accounts.google.com/signup

Question 7

How do I get in touch with a financial adviser?

Accepted Answer

Visit https://stanlib.com/find-a-financial-adviser/ to find a financial adviser.

Question 8

How do I open a STANLIB unit trust account?

Accepted Answer

Follow the 5-step process to open a unit trust account through STANLIB Online.

Question 9

How do I make an additional investment?

Accepted Answer

Follow the 9-step process to make an additional investment through STANLIB Online.

Question 10

How do I withdraw from an investment?

Accepted Answer

Follow the 8-step withdrawal process through STANLIB Online.

Question 11

How do I switch from one fund to another fund?

Accepted Answer

Follow the 9-step switching process through STANLIB Online.

Question 12

How do I receive statement, investment balance or tax certificate using STANLIB Online?

Accepted Answer

Follow the 4-step process to access statements, balances, and tax certificates through STANLIB Online.

Question 13

How do I receive statement, investment balance or tax certificate using STAN the smartbot / digital assistant

Accepted Answer

Use STAN the smartbot to request statements, investment balances, or tax certificates through the digital assistant interface.

Question 14

How do I receive statement, investment balance or tax certificate using the voice recorded prompts?

Accepted Answer

Follow the 4-step process using voice recorded prompts to receive statements, balances, or tax certificates.

Question 15

How do I change my details?

Accepted Answer

Follow the 9-step process to update your details through STANLIB Online.

Question 16

Is it safe for me to conduct business online?

Accepted Answer

Yes, STANLIB Online is completely secure and has been reviewed and approved by both Standard Bank and STANLIB compliance teams.

Question 17

What are the benefits of registering and transacting online?

Accepted Answer

Online transactions are faster, more reliable, completely secure, and provide on-demand access to statements and balances.

Question 18

What does paper to pixel mean?

Accepted Answer

Paper to Pixel is STANLIB's journey to a safer, more secure paperless future. This journey begins with reducing the risk of cyber-attacks and delivering statements and balances on demand, instead of via email. The next steps will include a phasing out of manual forms and embracing digital platforms such as the smart bot and online.

Question 19

Are all transactions going to be online now?

Accepted Answer

Yes. The journey will be in phases and we will provide more information to our clients and brokers as we migrate all transactions to online.

Question 20

What paper-based forms will be disabled and when will they be disabled?

Accepted Answer

Paper-based forms are being phased out from September 2020 through April 2021, with different forms being disabled each month.

Question 21

Are you turning off paper for LISP / Institutional / Africa / Offshore / Noble / Melville Douglas clients?

Accepted Answer

STANLIB is only turning off specific paper-based transactions applicable to unit trust clients and advisers. If you are invested in any of our offshore, African, LISP, institutional or any of our white label funds, then the normal paper-based processes continue to apply.

Question 22

Is this functionality available for LISP/ Institutional / Africa / Offshore clients?

Accepted Answer

This functionality is only available for clients invested in our unit trust funds. It also applies to advisers managing clients invested in unit trust funds.

Question 23

Does transacting digitally also apply to FUNDISA investments?

Accepted Answer

FUNDISA transactions continue to be manual and not digital. We are phasing out this offering, which is already closed to new business.

Question 24

Is there still an option to complete a manual form?

Accepted Answer

Yes, for now the manual application process still exists for transactions where paper has not been disabled yet. We would, however, like to encourage you to log in to STANLIB online and begin using the functionality that is available to unit trust clients. It is faster, more reliable and completely secure.

Question 25

Are companies and other legal entities going to continue with manual forms?

Accepted Answer

Contact instructions@stanlib.com for information about manual forms for companies and legal entities.

Question 26

How will Estate Lates be affected by turning off switches?

Accepted Answer

The transfer form will be separated from the switch form. This means that executors will be able to download the transfer form on the website. A separate process will exist for withdrawals but that will be communicated at the right time.

Question 27

Has process been approved by compliance?

Accepted Answer

Yes, this functionality is completely secure and has been reviewed and approved by both the Standard Bank and STANLIB compliance teams.

Question 28

Can we use this functionality immediately?

Accepted Answer

Yes, the functionality is available for immediate use.

Question 29

What other transactions can I do online? Am I able to transact on behalf of my clients?

Accepted Answer

Advisers can complete various transactions online on behalf of their clients through the STANLIB Online platform.

Question 30

Will brokers also have access to STAN or is it only available for direct clients?

Accepted Answer

Brokers will be able to retrieve their own unit trust information by using their ID or entity numbers. In addition to that, brokers can complete transactions and trigger statements, tax certificates and balances for their clients by using their client IDs and entity numbers. OTPs and client information will be sent to the contact details on record.

Question 31

Will there be security checks involved?

Accepted Answer

Yes, security checks including OTP verification are part of the authentication process.

Question 32

How do we interact with clients on Live-consultant?

Accepted Answer

As part of the training process, there will be scripts provided to everyone to ensure that the language you use with our clients is consistent and professional.

Question 33

Can you enter registration numbers for companies or trusts?

Accepted Answer

Only entities and 13-digit ID numbers can be used on the bot. LISP contract numbers, registration numbers and passports cannot be used on the bot.

Question 34

Will Stan advise the customer if we are having any technical difficulties?

Accepted Answer

Yes, STAN will politely advise the client that there are technical issues. It is important that when a client contacts us regarding technical issues on the bot, we direct them to our online platform and raise the issue with IT.

Question 35

Will STAN be available for Offshore Investments as well?

Accepted Answer

No, only local unit trust investments will be available on the bot.

Question 36

If client information is sent via SMS, will it be password protected?

Accepted Answer

Statements sent via SMS will be sent as an encrypted link. The link will require the client to enter an ID number to open the statement. The SMS will display only the balance and not the transactions.

Question 37

So once Stan has referred the chat to the Live Consultant, does it end the bot conversation?

Accepted Answer

The conversation between Stan and the client will be placed on pause. Once the Live-Agent conversation between the consultant and the client is completed, the bot will resume the conversation.

Question 38

Does the format of the cell phone matter?

Accepted Answer

Yes, the format on LOB will determine whether the SMS will be successfully sent. The format needs to be the traditional (27 ### ####) cell phone formats and correctly captured.

Question 39

Can clients ask for previous tax certificates and statements on the Bot?

Accepted Answer

STAN will send the tax certificate for the previous tax year that is available online. For statements, STAN will default to the last three months to date of request. If clients require a specific date range for statements or tax certificates, they can log into their online profile.

Question 40

What about clients that don't have identity numbers on our system or 9999?

Accepted Answer

STAN can complete clients' requests in two ways, through an ID or entity number. Clients without ID numbers on record can use the entity number. This is also a great opportunity for us to update client records and request FICA information from clients.

Question 41

How many times can I type the entity number?

Accepted Answer

STAN does not prohibit a user from typing multiple entities for requests. STAN will send requests for all the entities that have been typed in.

Question 42

Can a user make use of other details either than the entity and ID number?

Accepted Answer

STAN will only accept IDs and entity numbers to assist clients.

Question 43

What if the last three digits of the ID have changed?

Accepted Answer

The client will not be able to receive the request. STAN will display the message that the request has been successfully sent to the details on record however the information will not be received to avoid phishing.

Question 44

How can I avoid risk when chatting on Live-Agent?

Accepted Answer

Remember that the live agent capability is another channel for queries and does not have a separate risk process from what you are used to. Only through XDS and communicating to the email address on record can we be able to confirm any details on record. Your role as the bot consultant is to assist the client navigate the bot themselves and not to give account specific information without doing authentication.

Question 45

What type of transactions will be available on the bot?

Accepted Answer

Withdrawals, switches and once-off debit orders.

Question 46

Will the transactions appear on AWD?

Accepted Answer

No. Consider bot transactions as STP (Straight Through Processing) transactions. They require no capturing or approval. Once confirmed, the transactions interface directly with LOB. These instructions will be visible on the Transaction screen on the SILICA Central system.

Question 47

Why would a client be restricted from transacting on the bot?

Accepted Answer

Certain restrictions may apply based on account status and verification requirements.

Question 48

What are the withdrawal minimums and maximums?

Accepted Answer

Withdrawal limits apply based on account type and fund requirements.

Question 49

Which products can transact?

Accepted Answer

Unit trust products are available for online transactions through STANLIB Online and STAN.

Question 50

To which contact details does the bot send the OTP if I have multiple entities with different numbers?

Accepted Answer

In the event the user has multiple entities linked to the ID number entered, the bot will require the user to specify the entity number applicable to ensure that the OTP is sent to the correct details.

Question 51

Can minors accounts allowed to transact?

Accepted Answer

Guidance/Parents acting on behalf minors can be able to transact provided that the authentication can be completed and the banking details on record, are e-trade allowed and verified. Users are not allowed to enter new banking details.

Question 52

Will the client see all their fund accounts on the bot?

Accepted Answer

In our effort to make the bot as user friendly as possible, only fund accounts that are transactable will be displayed to the client. This does not only keep the bot clean and user friendly but keeps the client from getting frustrated by viewing funds they cannot transact from.

Question 53

Will I be able to cancel a debit order?

Accepted Answer

STAN will only allow the functionality to withdraw. SDU will not form part of the withdrawals process. If the client wishes to cancel a debit order, they can login online and complete the transaction.

Question 54

What happens to income distribution when withdrawing all funds?

Accepted Answer

Income distribution will be set to pay-out to avoid the creation of small balances. This mimics the online and manual platform.