This may happen if you have updated your details after investing with STANLIB. Please contact our call centre on 086 012 3003 or on firstname.lastname@example.org so that one of our service professionals confirm your cell phone number and email address, and update them if needed.
How do I login to STANLIB Online to transact online
To access our online transaction portal, simply visit STANLIB.com and click on LOGIN at the top right of the screen. To log in, you will need a username and password. You can use either your email address or STANLIB entity number as your username.
If you’ve never used STANLIB Online before or do not know what your password is, follow the FORGOT PASSWORD process by clicking on Forgot Password link. Note, if this is the first time you are logging into our online platform, then you will receive a temporary password, which you can change once you’ve logged in successfully.
How do I register for STANLIB Online
All unit trust investors are automatically registered for STANLIB Online. If you are unable to log into the system, we may have outdated details on our system.
To update your details, please contact one of our service professionals via our call centre or our chatbot, STAN. We will confirm your email address and cell phone number to verify that we have the correct details on record and update these if needed.
If a service professional cannot see your details on our system, they will need to register and set up your online account for you. This process will take 24-hours to complete and you will receive an email as soon as you are successfully registered.
Step 5: An OTP will be sent to the cell phone number or email address on record
Step 6: Client will receive an email containing your log in details
How do I reset my password if I have already registered?
Step 1: Visit our secure login page at https://secure.stanlib.com
Step 2: Click on “Forgot password” on login page
Step 3: Enter email address and click “Confirm”
Step 4: OTP will be sent to the cell phone number on record
Step 5: Enter OTP and new password
Step 6: Return to login page
I have not received an OTP
If you’ve not received your one time pin (OTP) for either a password reset or a transaction confirmation, please contact one of our service professionals to assist.
You will be asked to please provide your cell phone number and email address, so that our team can verify your details and update these if needed. This may happen if you have updated your details after investing with STANLIB.
What if I do not have an e-mail address?
It is extremely important that we have an email address for you. You will need this to be registered and to log into our secure online transaction system. If you do not have an email address, you will unfortunately not be able to log in and use STANLIB Online.
Creating an email account is quick and easy, and can be done by visiting: https://accounts.google.com/signup via your smart phone or laptop.
If you do not have access to the internet, did you know your financial adviser can access your online dashboard and complete these transactions, quickly on your behalf.
How do I get in touch with a financial adviser?
If you do not have a financial adviser, we can gladly put you in contact with a certified financial adviser in your area to can assist you. Simply follow this link https://stanlib.com/find-a-financial-adviser/, complete the form and we will be in touch.
How to transact
How do I open a STANLIB unit trust account?
Step 1: Visit www.stanlib.com
Step 2: Scroll to “Transact with us” drop down and select “find a form” Step 1: Go to https: //www.stanlib.com/transact
Step 3: Select the application form for the product that you would like to invest in i.e. for normal unit trust “Application form: Unit Trusts (Individuals)” and for Tax-Free Savings “Application form: Tax-Free Savings Account Investment” etc.
Step 4: Fill in application form and ensure all mandatory fields are filled in and the application is signed. Mandatory fields are marked with an asterix (*).
Step 5: Email instruction to email@example.com together with the supporting FICA documents and proof of payment (if applicable). FOR DIRECT UNIT TRUST CLIENTS: If you’re a direct unit trust client, you will need to follow the manual application process.
How do I make an additional investment?
Step 1: Login to STANLIB Online
Step 2: Landing page will show all the tiles for your investments
Step 3: Select the portfolio for which an additional investment is to be made
Step 4: Click on “Transact Now” under the “Additional Investment” tab
Step 6: Select a bank for this transaction from the drop-down list
Step 7: If you have pending transactions, these will be shown here
Step 8: Accept the terms and conditions
How do I switch from one fund to another fund?
Step 1: Login to STANLIB Online
Step 2: Landing page will consist of all the tiles for your investments
Step 3: Select the portfolio that you would like to switch
Step 4: Click “Transact Now” under the “Switch” tab
Step 5: Choose the fund from which you want to switch
Step 6: Choose the fund to which you would like to switch to
Step 7: Click “Done” and click “next”
Step 8: Accept terms and conditions and client “CONFIRM”
Step 9: You will see a confirmation that the transaction was successful on the screen
How do I receive statement, investment balance or tax certificate using STANLIB Online?
Step 1: Login to STANLIB Online
Step 2: Landing page will consist of all the tiles for your investments, this will also reflect your balance
Step 3: Select the portfolio that you would like to view; or download statement; or download tax certificate
Step 4: Select “Statement” to download statement; or Select “Tax certificate” to download tax certificate
How do I receive statement, investment balance or tax certificate using STAN the smartbot / digital assistant
• Requests will only be sent to the contact details on record
• Only unit trust entity & unit trust client ID numbers will trigger requests
• Balance requests will be sent as SMSs to cell phone numbers on record
• Statements will be sent to the available email on record. If no email exists, then an encrypted SMS link will be sent to the cell phone number on record
• Not currently available for LISP (platform) investments
• If the investment is on a zero balance or the investment has incorrect /no contact details on record, STAN will reflect a “successfully sent” message to avoid phishing
• Multiple entities will trigger multiple items to the contact details on record
How do I receive statement, investment balance or tax certificate using the voice recorded prompts?
Step 1: Call 0860 123 003 (Have your ID number or entity number ready)
Step 2: Press 3 for Unit Trust
Step 3: Press 1 for Balances, statements and tax certificates
Step 4: This is just addition information Press 1 to have your balance sent to your cell phone Press 2 to have your statement emailed to you or sent via SMS Press 3 to have an email sent to you Press 4 to have your tax certificate emailed or sent to you via SMS
How do I change my details?
Step 1: Login to STANLIB Online
Step 2: Landing page will consist of all the tiles for your investments
Step 3: Select “Click to transact” on of your investments
Step 4: Click “Investor” on top left-hand corner and select “Your Profile”
Step 5: Your profile should appear. Scroll down to the bottom of the page and select “Edit Details”
Step 6: Select the details you would like to update and populate details
Step 7: Once complete, scroll down to the bottom of the page and select “confirm changes”
Step 8: Summary screen will appear, if you are happy with the amendments, scroll down to bottom of page and select “submit changes”
Step 9: Once complete, you should get a confirmation message on Online
Is it safe for me to conduct business online?
• STANLIB online is secured with SSL encryption. All transactions are paid to the bank account on record, meaning there is no room for error when transacting.
• Our online platform is securely encrypted. You must always access it via the STANLIB website or by typing in https: //secure.stanlib.com into their browser.
What are the benefits of registering and transacting online?
• Fewer rejections thanks to real-time ID and bank verification as well as no outstanding requirements on submission.
• Real-time tracking of applications
• No signatures required: clients provide approvals via SMS
• Applications can be completed in 10 minutes
• Paperless transactions, including switches, withdrawals and additional investments
• Access to important documents and correspondence
• Tracking instructions from start to end
• Updating important details online, including debit orders, emails and contact numbers
What does paper to pixel mean?
Paper to Pixel is STANLIB’s journey to 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.
Are all transactions going to be online now?
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.
What paper-based forms will be disabled and when will they be disabled?
Over the course of the next eight months, STANLIB will be disabling certain paper-based forms for key transactions applicable. Those transactions include:
September 2020:Registration enhancements – giving you an improved login and registration process.
October 2020:Communication goes digital – all unit trust correspondence will no longer be sent, but rather stored for easy access at your convenience via STANLIB online.
November 2020:Unit trust switch transactions go digital – all switch transactions will be done via STANLIB online.
January 2021:Client information changes go digital – updates to client information, such as cell phone numbers, email address and debit orders will be done via STANLIB online.
February 2021:Unit trust additional investment transactions go digital – all additional investment transactions will be done via STANLIB online.
March 2021:Unit trust withdrawal transactions go digital – all withdrawal transactions will be done via STANLIB online.
April 2021: Unit trust new business transactions go digital – all onboarding transactions for individual, South African clients will be done via STANLIB online.
Are you turning off paper for LISP / Institutional / Africa / Offshore / Noble / Melville Douglas clients?
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.
Is this functionality available for LISP/ Institutional / Africa / Offshore clients?
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.
Does transacting digitally also apply to FUNDISA investments?
FUNDISA transactions continue to be manual and not digital. We are phasing out this offering, which is already closed to new business.
Is there still an option to complete a manual form?
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.
Are companies and other legal entities going to continue with manual forms?
Manual forms will no longer be available on the STANLIB website. The only forms that will be available online will be related to transaction types that do not exist online yet, such as transfers, new business for investors etc. Corporates and legal entities can continue to log in online, complete the instruction and upload the form online. Forms will no longer be accepted on firstname.lastname@example.org.
How will Estate Lates be affected by turning off switches?
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.
Has process been approved by compliance?
Yes, this functionality is completely secure and has been reviewed and approved by both the Standard Bank and STANLIB compliance teams.
Can we use this functionality immediately?
Yes, all planners who are FAIS accredited have been automatically registered to use STANLIB online. If you have an assistant, they can also be registered and linked to your profile to submit and complete transactions on your behalf.
Note, that over the course of the next eight months, this functionality will be enhanced and improved, and therefore may change slightly.
What other transactions can I do online? Am I able to transact on behalf of my clients?
Yes, as an adviser you can perform switches, additions and withdrawals on behalf of your client. Simply log in and go to the Unit Trust Dashboard. Click on the client in question and the screen will display their portfolio along with the following blocks: Additional Investment | Withdrawal | Switch | Correspondence.
In the relevant action, click on Transact Now and follow the process. Once complete, your client will receive an SMS to (press 1) approve or (press 9) decline the transaction and will have 12-hours to respond to the SMS before the transaction is terminated.
Please note: If the client does not respond to the SMS or if any details were captured incorrectly in the application, the adviser will need to recapture the instruction.
Will brokers also have access to STAN or is it only available for direct clients?
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.
Will there be security checks involved?
Stan is still responsible for ensuring that STANLIB clients’ details are protected. To mitigate the risk of phishing, all statements, tax certificates and balances will be sent only to the contact details on record.
For transactions, OTPs will be sent to the details on record in order to verify the client.
How do we interact with clients on Live-consultant?
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.
Can you enter registration numbers for companies or trusts?
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.
Will Stan advise the customer if we are having any technical difficulties?
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.
Will STAN be available for Offshore Investments as well?
No, only local unit trust investments will be available on the bot.
If client information is sent via SMS, will it be password protected?
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. Balances uses the same functionality as the 43939 technology. The SMS will display only the balance and not the transactions.
So once Stan has referred the "chat" to the Live Consultant, does it end the bot conversation?
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.
Does the format of the cell phone matter?
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.
Can clients ask for previous tax certificates and statements on the Bot?
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.
What about clients that don't have identity numbers on our system or 9999?
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.