Standard Bank of South Africa Limited

What is 2 Factor Authentication?
2 Factor authentication is a multi-level logon procedure which requires a user to provide two passwords before being granted access to a Business Online banking profile.

Why is 2 Factor Authentication being introduced?
This added security measure makes the theft of logon credentials difficult for potential fraudsters.

What is a token?
A token is a small device which generates random one-time passwords.

Is 2 Factor Authentication compulsory?
Yes, this security measure will assist in protecting both you and the bank from potential fraud and will safeguard your accounts.

Will I still be able to access BOL even if I don’t have a token?
There will be a migration period during which you will be able to access the system without a token. Once your operator ID has been converted to token you will have to use the token every time you log on to Business Online and you will not be able to revert back to the single level of Authentication.

How much will the token cost?
Tokens will be free of charge to all existing clients. New tokens and replacement tokens will be charged accordingly. Tokens will be free of charge to all existing clients who will be migrating to 2 Factor Authentication. The cost of tokens for new clients will charged at R195,50
(Incl. VAT). The cost of lost, damaged or replacement tokens will be charged at R250,00 (Incl. VAT).

Do I need any authorisation before I order my token?
No, provided you have access to the Business Online system. You will not be able to access the order form if your access has been suspended.

How do I order my token?
Existing operators:The roll-out of 2 Factor Authentication to our Business Online clients will take place over a period of time. Operators will be prompted by the system to order their tokens at the relevant time.
New Operators: A token order will automatically be placed when your operator details are captured by Standard Bank.

Can I order tokens for my colleagues?
No, you may only order your own token as we require your personal details for security purposes.

How will I get my token?
Standard Bank has arranged for the tokens to be delivered to existing clients at no additional charge. However, there will be a fee charged for tokens for new users and for replacement tokens. You will need to provide us with your delivery address when completing the order form.

Can my colleague receive the token on my behalf?
No, the token will only be delivered to you. You will be required to produce positive identification on delivery. The accepted forms of identification are RSA ID document, passport or driver’s licence.

Note: The courier has been instructed not to leave the token, if you are unable to produce acceptable identification

What do I do if the token I have received appears to be faulty?
Please do not open the token but rather contact the call centre on 0860 123 007 to arrange for distribution of a new token.

How do I register the token?
Business Online will activate the registration screen once we receive confirmation from the courier that your token has been delivered. When you log on to Business Online a message will be displayed prompting you to register the token. Once you have completed the registration screen, the system will automatically activate your token details and the next time you log on you will be required to enter a One Time Password obtained from the token.

How long do I have to activate my token after delivery?
Existing operators: You will be prompted to register your token every time you log on until you complete the activation process. If you have not registered your token within 32 days, you will not be able to log on without a one-time password.

New Operators: will have to register your token the first time you log on to the system.

How do I use the token?
Refer to the Token Use section of the 2 Factor website.

How long will my token last?
The average lifespan of a token is three years.

How do I update my personal information?
You can change your personal details from within Business Online. Click on “Administration” and then “Change Personal Details”. (NOTE: You cannot change your details if you are using a back-up token).

Will my existing logon credentials still be valid?
Yes. The one-time password generated by your token must be entered in addition to your existing password.

How long is one-time password valid?
A new one-time password is generated by your token every 32 seconds. This password is valid for about 32 seconds, and will be rejected if used after this period.

I’ve ordered a token but I won’t be an operator anymore. Can my colleague use this token?
In order to increase online security, a token may only be registered to one operator. Your colleague will be provided with a new token.

Can I use a token that has already been allocated to an operator?
No. If your token has already been assigned to another operator, Standard Bank will provide you with a new token.

Can a token be suspended?
Yes, your token will be suspended if you enter three incorrect one-time passwords consecutively. You will need to contact the call centre to resynchronise your token.

If my profile has been suspended. How do I reset my credentials?
The existing reset procedures still apply. Your token status will not be affected when your daily password is suspended. If the token is suspended, the Business Online call centre will ask you to resynchronise the token. The existing verification process will apply. The call centre agent will check first with your company’s Designated Person before reinstating you.

I have left my token at home and need to access the system. What do I do?
As a temporary measure, we can send your one-time passwords via SMS to your cell phone only.

What do I do if my token is lost or stolen?
Report lost or stolen tokens to the call centre on 0860 123 007. Standard Bank will issue you with a new token after validating your request with your Designated Person. One-time passwords will be sent via SMS until you receive your new token. You will need to register your new token as soon as you receive it.

How do I deactivate my token?
A request to deactivate your token needs to be placed by your Designated Person to the Business Online call centre on 0860 123 007.

Can I use a token after it has been deactivated?
No, you will have to request a new token before being able to log on to Business Online again.