Frequently Asked Questions

How can we assist you today?

How do I change my Login Username?

You can change your username by logging into the new online banking, go to settings>change user name function and follow the prompts.

How do I change my Login password?

You can change your password by logging into the new online banking, go to settings>change password function and follow the prompts.

Why am I logged off sometimes, or my session expires and I have to log in again?

The log off is occasioned by periods of inactivity. Please re-attempt login and continue with your transaction. The new solution has a countdown pop up that the user can click to continue with an active session.

I am getting the error "Username does not exist" what should I do?

This means that the username entered is none existent on SBM Bank online banking platform. Please retry login using the correct Username or contact the Bank or your Relationship Manager for assistance.

I am getting the error "Authentication failed" what should I do?

This means that you got the username right but you are using the wrong password. Please try again with the correct password or use the forgot password option to reset your password.

I am getting the error “Invalid OTP during login." what should I do?

Please reconfirm the OTP as sent via SMS or Email on your registered mobile/ Email address, and retry Login. It can also mean that your OTP has expired requiring you to re-initiate the OTP.

I am getting an error “No associated account found” when I attempt to transact?

Please reach out to your relationship manager, branch or call contact center to report the issue.

When I submit username and password, the button and platform is unresponsive.

This happens in situations with low internet connectivity. Please check you connectivity, if possible switch network and try tether using your phone to connect internet onto your laptop. If the issue persists, please reach out to contact center for assistance.

Is my username same as what I indicated on the application form?

Ideally, you should get the same username you requested for, however this is subject to availability of the Username in which case the bank will try to get a username as close as possible to what you requested could have used it. You can confirm your username by calling our contact center on 0709800000.

Where can I find my Bank account details?

Once you Login, all your linked accounts will be displayed on the home page under My Account Summary or go to the left panel Main Menu side and click on Accounts.

a) Click view balance to display account balances
b) Click View Mini statement to view up to 100 recent transaction records in the account
c) Click Full Statement and select account and date range to view/download the select account details

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Quick Answers for Your Banking Queries about SBM Bank