Frequently asked questions

As a member of UCount Rewards you will enjoy a host of benefits and rewards as our way of thanking you for banking with us. Here we answer some of your most frequently asked questions about the programme.
  • Who is eligible to register for the UCount Rewards programme?
    • The programme is available to all Standard Bank customers who have a personal transactional debit, cheque and/or credit card account which is in good standing.
  • Does a MyMo account qualify for the UCount Rewards programme?
    • Yes, if you hold a MyMo account, you can join the UCount Rewards programme.
  • Will minors be eligible to register for the UCount Rewards programme?
    • Yes, minors will be eligible to register for the programme, however this can only be fulfilled at your nearest branch and parent or guardian consent will be required.
  • Are business customers eligible for the UCount Rewards programme?
    • No, business customers are not eligible for the UCount Rewards programme.
  • Can Standard Bank staff join the UCount Rewards Programme?
    • Yes any Standard Bank staff member can join the UCount Rewards programme.
  • How do I register for the UCount Rewards programme?
    • You can register by calling the UCount Rewards Contact Centre on 0860 82 68 68, by visiting any Standard Bank branch, or online here.
  • How much does it cost to be a member of UCount Rewards?
    • There is a membership fee of R24 monthly, or R288 a year (only applicable if you selected an annual membership fee and joined prior to 1 July 2019), payable by debit order from a Standard Bank transactional account only.
  • Can I pay my membership fee by debit order from any account?
    • The UCount Rewards debit order can only be loaded against your Standard Bank personal account, no payments from the accounts of third parties will be allowed.
  • Will I be allowed to make changes to my debit order details once the registration has been completed?
    • Yes, you will be allowed to change your annual debit order frequency to monthly, monthly debit order date or debit order account number by phoning the UCount Rewards Contact Centre on 0860 82 68 68.
  • What is the difference between a debit order and a stop order?
    • A debit order is an instruction from a customer to the bank for a series of payments which constitutes a stated amount to be made on a cycle date specified by the customer to a loan account.
    • A stop order is an instruction from a customer to the Bank that holds the transactional accounts for a series of payment which constitutes a stated amount to be made on a cycle date specified by the customer to a loan account.
  • Choose Your Own Rewards (CYOR) Benefits and Categories

  • What are the benefits of selecting a CYOR category?
    • Choosing a Choose Your Own Rewards (CYOR) category gives you the flexibility of choosing to be rewarded on a rewards category where you would typically spend the most per month to increase the value of Reward Points earned.
  • What is a Category Earn?
    • Category Earn means the CYOR categories namely Grocery Rewards, Fashion Rewards and/or Lifestyle Rewards.
  • How do I qualify for CYOR?
    • By being a UCount Rewards member, you will automatically be given the option to choose a specific CYOR category, from Grocery Rewards, Fashion Rewards or Lifestyle Rewards.
  • What are Participating CYOR Retailers?
    • Choose between Grocery Rewards, Fashion Rewards or Lifestyle Rewards, based on your typical spending behaviour and way of life. For example, if you spend more on qualifying clothing at Fashion Retailers every month than on qualifying groceries at Grocery Retailers, you can choose Fashion Rewards. Grocery Rewards, Fashion Rewards or Lifestyle Rewards can only be earned at participating retailers within the selected CYOR category. These are selected retailers from which you may earn up to 20% back in Rewards Points on qualifying purchases when using your qualifying Standard Bank Card to pay for your purchases at any of their stores (including online) in South Africa. You will continue to earn Card Rewards of up to 1.25%, on the remaining two categories. A list of participating retailers per CYOR category are set out in the UCount Rewards Programme Rules.
  • What is the Grocery Rewards category?
    • The Grocery Rewards category allows you to earn up to 20% back in Rewards Points on your qualifying grocery purchases, when using your qualifying Standard Bank cards, at participating Grocery Retailers who have chosen to be a part of the programme. A list of participating retailers per CYOR category are set out in the UCount Rewards Programme Rules.
  • What is the Fashion Rewards category?
    • The Fashion Rewards category allows you to earn up to 20% back in Rewards Points on your qualifying clothing/ fashion purchases, when using your qualifying Standard Bank cards, at participating Fashion Retailers who have chosen to be a part of the programme. A list of participating retailers per CYOR category are set out in the UCount Rewards Programme Rules.
  • What is the Lifestyle Rewards category?
    • The Lifestyle Rewards category allows you to earn up to 20% back in Rewards Points at participating book stores, gyms, movies, fast food outlets and restaurants. This category allows you to earn up to 20% back in Rewards Points on your qualifying Lifestyle Rewards purchases, when using your qualifying Standard Bank cards, at participating Lifestyle Retailers who have chosen to be a part of the programme. You also qualify for Rewards Points for gym payments made via a qualifying Standard Bank card or via an electronic debit order from your transactional account. A list of participating retailers per CYOR category are set out in the UCount Rewards Programme Rules.
  • Fixed Cycles and Lock-in periods

  • What are the Fixed Cycle dates?
    • CYOR Rewards Points are calculated based on card spend (including online) in Fixed Cycles. A Fixed Cycle means the period of time that runs from the 16th day of one month until the 15th day of the following month. Members are locked in for four Fixed Cycle periods to a CYOR category. Rewards Points for CYOR are calculated on POS spend made during each Fixed Cycle.
  • How does my CYOR category selection apply to Fixed Cycles?
    • For new members, the 1st Fixed Cycle for CYOR commences from the 1st day of registration until the 15th day of the Fixed Cycle.
    • For existing members, once you select a CYOR category, this change will be effective from the 1st day of the commencement of the next Fixed Cycle following your date of selection. You may not change your chosen Category Earn for a period of 4 Fixed Cycles following such date. For example, if you make a CYOR category selection on the 1st of January, your new CYOR category selection will become effective on the 16th January (the 1st day of the next Fixed Cycle).
  • What is a Lock-In Period?
    • A lock-in period applies to your CYOR category selection, where you will earn the applicable Rewards Points based on your selected CYOR category. This period runs over four Fixed Cycles and would end on the 15th day of the calendar month of the 4th Fixed Cycle. You may only change your Category Earn from the 1st day of the commencement of the 4th Fixed Cycle, however such change will only be effective from the 1st day of the next Fixed Cycle. If you do not make a change, your Category Earn during this time will remain as is. For example, as an existing UCount Rewards member, if you make a CYOR category selection on 1 January, your CYOR category selection becomes effective on 16 January, and you may change your CYOR category from 16 April. Your new CYOR category selection will become effective from 16 May.
  • Getting Started for New Members

  • How do I as a new member make a CYOR selection?
    • Upon registering for the UCount Rewards programme you will be requested to select one of the three CYOR categories; i.e. Grocery Rewards, Fashion Rewards or Lifestyle Rewards.
  • Can I change my CYOR selection after registration?
    • Yes, there is a cooling off period of seven days, wherein you may change your selection by contacting the UCount Rewards Contact Centre. The seven-day cooling off period commences from the date of the 1st Fixed Cycle (your date of registration). Thereafter, you can change your selected CYOR category after four Fixed Cycles via the UCount Rewards Contact Centre or UCount Rewards website.
  • Is there a limit to the number of category changes I may make after registration?
    • If you are within the seven-day cooling off period, there is no limit to the number of times you can change your CYOR category. However, after the seven-day cooling off period, you can only change it at the beginning of the 4th Fixed Cycle, and your selection becomes effective on the 16th day of the next Fixed Cycle.
  • How long will my CYOR category selection be valid for?
    • Your CYOR selection will be valid for four Fixed Cycles. The 1st fixed cycle in the lock-in period for new members starts on the day you register for the programme until the 15th day of that Fixed Cycle. The CYOR category selection made during the cooling off period will be the applicable CYOR category for the current Fixed Cycle and the following three Fixed Cycles of the lock-in period.
  • What are the Fixed Cycle dates for CYOR category selection?
    • A Fixed Cycle means the period of time that runs from the 16th day of one month until the 15th day of the following month. The 1st CYOR Fixed Cycle in the lock-in period for new members starts on the day you register for the programme until the 15th day of that Fixed Cycle.
  • As a new member, how do I change my CYOR selection, after registration?
    • If you are within the seven-day cooling off period, you will be able to change your CYOR selection by contacting the UCount Rewards Contact Centre only. You can only make a CYOR category change at the beginning of the 4th Fixed Cycle, which becomes effective on the 16th day of the next Fixed Cycle.
  • What fees are applicable for CYOR?
    • There is no fee to make a CYOR category selection when registering for UCount Rewards. You also don’t pay a fee for subsequent CYOR category changes, when you are able to make such changes.
  • Existing Members

  • How do I, as an existing member make a CYOR selection?
    • As an existing member of UCount Rewards, you will be able to make a CYOR selection by logging onto the UCount Rewards website and clicking on the My Profile section and then on the Choose Your Own Rewards tab. You can also phone the UCount Rewards Contact Centre to choose a CYOR category. Should you not select a CYOR category, then you will remain on Grocery Rewards, until such time as you choose a new CYOR category.
  • Can I change my CYOR category after selection?
    • Yes, you can change your selection at any time during the 4th Fixed Cycle of your lock-in period. The change will be effective from the 1st day of the following Fixed Cycle (which is the 16th day of a month). There is a cooling off period of seven days, wherein you may change your selection by phoning the UCount Rewards Contact Centre. The seven-day cooling off period commences from the 1st day of the commencement of the 1st CYOR Fixed Cycle.
  • For how long will my selection be valid for?
    • There is a lock-in period of four Fixed Cycles for CYOR category selection.
  • When will I be able to change my CYOR category?
    • We will send you a communication, in your UCount Rewards newsletter via email, or SMS, to inform you that you can make a change to your CYOR category. You will be able to choose a new CYOR category at the beginning of the 4th Fixed Cycle, which is on the 16th day of the calendar month. The new CYOR category, which becomes effective on the 16th day of the next Fixed Cycle.
  • What will happen if I do not make a new CYOR category selection after the four Fixed Cycles of the lock-in period?
    • If you do not make any changes to your CYOR category, your existing CYOR category selection will continue to roll-over until a new CYOR category selection is made. When a new CYOR category selection is made, it becomes effective on the 16th day of the next Fixed Cycle and will run for four Fixed Cycles.
  • What happens if I do not make a CYOR category selection once this enhancement is launched?
    • The default category of Grocery Rewards will apply if a selection is not made and will continue to earn the applicable Grocery CYOR category Rewards Points.
  • Is there a deadline to selecting a CYOR category?
    • No, there is no deadline for existing members to make a CYOR category selection and the CYOR category can be updated at any time. The default category of Grocery Rewards will apply if a selection is not made and will continue to earn the relevant rewards on qualifying Grocery spend. You will continue to earn Card Rewards of up to 1.25%, on the remaining two categories (i.e. Fashion Rewards and Lifestyle Rewards).
  • Re-Registration

  • Do I need to make a CYOR category selection if I re-register for UCount Rewards?
    • If you re-register for the UCount Rewards programme you will be required to select a CYOR category upon registration. If you had previously made a CYOR category selection, the old category selected will no longer be valid, and a new category will have to be selected. You will also be able to change your CYOR category, within the cooling off period of seven days which commences from the day of re-registration by contacting the UCount Rewards Contact Centre.
  • Which Fixed Cycles will apply should I re-register?
    • Should you re-register for the UCount Rewards programme, the 1st Fixed Cycle in the lock-in period starts on the day you re-register for the programme until the 15th day of that Fixed Cycle. The lock-in period of four cycles will also apply.
  • Earn, Tiering and Points Earn

    • By introducing CYOR, you now get to choose the category on which you would like to earn up to 20% back in Rewards Points. We are expanding Category Earn where you could earn up to 20% back in Rewards Points when using your qualifying Standard Bank cards, for qualifying purchases, for Grocery Rewards, Fashion Rewards or Lifestyle Rewards. You may earn up to 20% back in Rewards Points on qualifying card spend on qualifying Standard Bank cards made at Participating Retailers only, on your single chosen category (i.e. Grocery Rewards, Fashion Rewards or Lifestyle Rewards). You will continue to earn Card Rewards of up to 1.25% on the remaining two categories. If you are an existing member, and have not made a CYOR category selection, the default category of Grocery Rewards will apply, and you will continue to the earn up to 20% back in Rewards Points on your qualifying grocery spend. You will continue to earn Card Rewards of up to 1.25% at Participating Fashion and Lifestyle Retailers.
  • What are the Earn Rates per CYOR category?
    • Your Earn Rate is based on your tiering level and type of card you use. The CYOR earn rates (of up to 20% of qualifying Standard Bank card spend) only applies to your single chosen category as set out in the UCount Programme Rules.
  • Will I earn up to 20% on all CYOR categories?
    • No, you will earn CYOR Earn Rewards Points only on the category that you selected. The other two categories will continue to earn at the applicable Card Rewards rates as set out in the UCount Programme Rules.
  • Is there an earn cap on the new CYOR categories?
    • Yes, the existing earn cap of 20 000 Rewards Points (R2000) will apply for your chosen CYOR category. The remaining two categories will earn at the applicable Card Rewards earn rates, of up to 1.25%. A earn cap of 30 000 Rewards Points (R3000) per Fixed Cycle will still apply for Card Rewards.
  • Will all qualifying card spend on my chosen CYOR Category Earn Rewards Points at the CYOR Earn Rates?
    • You may earn Rewards Points of up to 20% of qualifying spend at Participating CYOR Retailers, on the category that you selected, at the CYOR Category Earn Rewards rates. If your qualifying purchases from participating CYOR retailers, per chosen category, exceeds 20% of your total qualifying monthly card spend, you may earn Rewards Points at up to 1.25% of your remaining card spend, at the applicable Card Rewards earn rates.
  • Will I continue to earn Retailer Rewards if a Rewards Retailer is a participating CYOR retailer as well?
    • Yes, earn rates at Rewards Retailers remain as-is and you will continue to earn Rewards Points irrespective of the CYOR category chosen. For example, if you are on tier 5, and your chosen CYOR category is Fashion Rewards, you could earn 21.5% of your spend at Zando (20% at the CYOR earn rate plus an extra 1.5% from the Rewards Retailer).
  • Will I be able to redeem my Rewards Points at Participating CYOR Retailers?
    • You will only be able to redeem your UCount Rewards Points at Redemption Retailers. A list of Redemption Retailers are set out in the UCount Rewards Programme Rules.
  • What is qualifying Grocery Spend?
    • Qualifying Grocery Purchases means all perishable and non-perishable foodstuffs, substances that can be used to prepare food and all household cleaning products, beauty and health products that can be purchased from a Participating Grocery Retailer and excludes non-foodstuffs such as clothing, pharmaceuticals, tobacco, liquor, airtime, bill payments, lottery and casino purchases, travel and entertainment, gift cards, financial services, payments made for delivery charges and payments made to the Participating Grocery Retailer for payment of an account.
  • What is qualifying Fashion Spend?
    • Qualifying Fashion Purchases means any purchase for clothing, apparel, attire, footwear, jewellery, handbags and accessories excluding airtime, data, cellphones, electronics, cellphone accessories, courier services, retailer account and store card payments, baby items such as toiletries, food, dummies, nappies, feeding equipment, humidifiers, retailer’s financial and non-financial Services products & services, general merchandise such as chips, sweets, water, gift cards, health & beauty products such as make up, perfume, skin care products, home products including towels, sheets, duvets, blankets, cushions, pots, pans, kitchen equipment and appliances, outdoor products such as camping chairs, tents and equipment, all sports equipment such as balls, bats, weights, all children’s toys and travel products such as luggage and travel accessories.
  • What is qualifying Lifestyle Spend?
    • Qualifying Lifestyle Purchases means any purchase instore or online for books, e- books / audio books, gift cards and non-book products including puzzles, gifts and stationery, gym memberships, personal training sessions, gym classes, sporting and gym accessories, move tickets, 3D Glasses, beverages, confectionary, food, and service gratuity at the Participating Lifestyle Retailers.
  • What happens once I have successfully registered as a UCount Rewards member?
    • You will receive a welcome SMS confirming your registration within 24 hours of joining.
    • If you have registered with an e-mail address, we will send you a welcome e-mail detailing how the UCount Rewards programme works, together with the programme terms and conditions. A separate letter containing your UCount Rewards Card will be sent to you by post.
    • Should you register for the programme and not provide an email address, your full welcome pack will be sent by post. Included in your welcome pack is a welcome brochure, your UCount Rewards Card and the terms and conditions for the programme. Please allow 21 days for the delivery of your welcome pack.
    • If you do not receive your welcome pack via email or the post, please contact the UCount Rewards Contact Centre and we will arrange for a new Welcome Pack to be sent to you.
  • What is the UCount Rewards Card and what is it used for?
    • The UCount Rewards Card is a pre-paid debit card which can be used to redeem your rewards points at our Participating Rewards Retailers, Participating Redemption Retailers such as the Bidvest Premier Airport Lounges in South Africa, and at participating Caltex fuel forecourts.
  • Where can I use my UCount Rewards Card?
    • Your UCount Rewards Card can only be used for redeeming rewards points at our Participating Rewards Retailers, Participating Redemption Retailers, and at participating Caltex fuel forecourts.
  • Do I need to swipe my UCount Rewards Card before I swipe my Standard Bank card to collect Rewards points?
    • No, you only need to swipe your UCount Rewards Card when you are redeeming your rewards points.
  • Can I use my UCount Rewards Card to withdraw cash from an ATM?
    • No, you cannot use your UCount Rewards Card to withdraw cash, make transfers or get balance enquiries at an ATM.
  • Can I use my UCount Rewards Card internationally?
    • No, your UCount Rewards Card can only be used at Participating Rewards Retailers, Participating Redemption Retailers, and at participating Caltex fuel forecourts in South Africa.
  • How do I report a lost or stolen UCount Rewards Card?
    • Contact the UCount Rewards Contact Centre immediately on 0860 82 68 68, 24 hours a day, 7 days a week. During office hours you will be transferred directly to a consultant who will assist you to cancel your UCount Rewards Card. After hours, the UCount Rewards Contact Centre’s Interactive Voice Response system (IVR) will give you the option to report your card as lost or stolen. You will then need to phone again during working hours to request your replacement card. Alternatively, you can simply order a new card online.
  • How do I get a new UCount Rewards Card?
    • You can order your replacement card by calling the UCount Rewards Contact Centre on 0860 82 68 68 or by logging on to the UCount Rewards website. The card will be posted to you. You will need to activate the UCount Rewards Card either online on the UCount Rewards website, or via the UCount Rewards Contact Centre.
  • What do I do if I would like to dispute a UCount Rewards Card transaction?
    • You must contact the UCount Rewards Contact Centre and report the disputed transaction/s immediately. It will take approximately 45 business days to investigate the dispute.
  • Is there a limit as to how many points I can redeem?
    • You can only redeem a maximum of R20 000 worth of Rewards Points a month on your UCount Rewards Card
  • Can I collect rewards points when using my business debit, cheque or credit card?
    • No, only personal cards are eligible to collect rewards points.
  • What is a rewards point worth?
    • 10 rewards points = R1
  • Do I collect rewards points on purchases paid for with my SnapScan mobile app?
    • SnapScan transactions are considered everyday purchases, this means that you will be able to only collect up to 1.25% back in rewards points for purchases paid for using the SnapScan mobile app linked to a qualifying Standard Bank personal debit, cheque or credit card.
  • How often will my rewards points be credited to my UCount Rewards account?
    • Rewards points will be allocated retrospectively and credited to your rewards account at the end of each month. Example: rewards points for purchases made on the 16th of January to the 15th of February will be allocated to your rewards account on the 28th of February.
    • If any of the products you hold with us are not in good standing, you will not collect any rewards points even if there are some products that are in good standing
  • What is a fixed cycle?
    • A fixed cycle is from the 16th of the month to the 15th of the following month.
    • Eligibility to collect and/or redeem rewards points is determined on the last day of every fixed cycle.
  • Do rewards points ever expire or become invalid?
    • All rewards points collected are valid for five years from the date of issue. If you do not redeem your rewards points before this time, they will expire. We will tell you in advance what portion of your rewards points balance will be expiring.
    • You will not Earn any Rewards Points if any of the products you hold with us are not in Good Standing but you can Redeem Rewards Points which you Earned when you were in Good Standing.
    • What is Social Rewards?
      • Social Rewards is a new way in which you can collect UCount Rewards points. You will collect reward points for linking your Twitter Account to UCount Rewards. You will also be rewarded for your positive interactions with the following hashtag #UCount.
    • Can members collect rewards points for linking their FACEBOOK and / or Instagram
      • No, you cannot link your FACEBOOK and /or Instagram account at present – this restriction is based on data privacy laws from Facebook and Instagram.
    • How many rewards points will I collect?
      • Rewards points will be awarded based on the number of followers you have:
Note: We will reward you with Social Rewards on up to 8 activities per month, across all your linked Social Media accounts.
  • Are members rewarded separately for the number of followers they have?
    • Yes, you will receive rewards points for activity on your linked Twitter account. i.e. 10 001 followers on your Twitter account = 200 points and 1001 followers on your Twitter account = 100 points
  • Will Standard Bank/UCount Rewards have access to my social media profiles?
    • Yes. When you link your accounts, the authorisation allows Standard Bank and/or UCount Rewards to see when you are talking about UCount Rewards so that you are able to collect more rewards points. Standard Bank and/or UCount Rewards will not access any further details on your profile without your permission.
  • What will Standard Bank and/or UCount Rewards be able to access when I link my social media accounts?
    • Standard Bank and/or UCount Rewards will only access the tweets from your Twitter account
  • Will my social media (Twitter) account details be shared?
    • No, your social media account details are private and will not be shared.
  • When will my rewards points be awarded?
    • Rewards points will be posted to the members accounts on a daily basis.
  • What do I do if my rewards points were not allocated or are incorrect?
  • Is there a limited time period to collect rewards points?
    • No, there is no time line for collecting rewards points
  • Social Rewards linking processClick here
  • Where do I redeem my collected rewards points?
    • By calling the UCount Rewards Contact Centre on 0860 82 68 68
    • By logging onto the UCount Rewards Online Mall or Travel Mall using your username and password.
    • By swiping your activated UCount Rewards Card at any of our Participating Rewards Retailers, Participating Redemption Retailers such as the Bidvest Premier Airport Lounges, or at participating fuel forecourts.
  • Can I convert my Rewards Points to air miles?
    • Yes, you can convert your Rewards Points via the UCount Rewards contact centre or via the UCount Rewards Online Mall for SAA Voyager Miles or Avios (British Airways Executive Club – BAEC). The conversion rate for SAA Voyager miles is 2 Rewards Points to 1 SAA Voyager mile and the conversion rate for Avios (BAEC) is 2 Rewards Points to 1 Avios (BAEC)
  • How do I Redeem my Rewards Points into my PureSave account?
    • You can Redeem a minimum of 20 000 Rewards Points (R2 000) into your PureSave account on the UCount Rewards Online Mall. You will only be able to Redeem in value increments of 20 000 Rewards Points (R2 000).
    • The Rand value may take up to 3 business days after redemption to reflect in your PureSave account.
  • How do I Redeem my Rewards Points into my Notice Deposit account?
    • You can Redeem a minimum of 2500 Rewards Points (R 250) into your Notice Deposit account on the UCount Rewards Online Mall. You will only be able to Redeem in value increments of 2 500 Rewards Points (R250).
      • You can open a Notice Deposit account via Internet Banking by clicking on the “Apply for Account” tab and then select “Savings and Investments” then select “Notice Deposit”.
      • You can choose any notice period between 7 days to 60 days.
  • How do I Redeem my Rewards Points into my AutoShare Invest account?
    • You can Redeem a minimum of 2500 Rewards Points (R250) into your AutoShare Invest account on the UCount Rewards Online Mall. You will only be able to Redeem in value increments of 2 500 Rewards Points (R250).
    • You can open an AutoShare Invest account via Internet Banking by clicking on the ‘AutoShare Invest’ tab.
  • How do I Redeem my Rewards Points towards funding a student’s education
    • You can Redeem a minimum of 1000 Rewards Points (R100) towards a student’s tertiary education at www.feenix.org.
    • You will need to create a profile on the Feenix.org website, to select the student click on Find a Student.
    • To donate simply enter your UCount Rewards Card details and your 3D SecureCode on the order check-out page.
    • Feenix does not work on Internet explorer 10. Update your browser or use a different internet browser, e.g. Google chrome.
  • How do I Redeem my Rewards Points into my Tax Free Investment Account?
    • You can Redeem a minimum of 2500 Rewards Points (R250) into your Tax Free Investment account on the UCount Online Mall. You will only be able to Redeem in value increments of 2 500 Rewards Points (R250).
    • You will first need to open one through the Standard Bank Online Share Trading (OST) platform.
  • How do I Redeem my Rewards Points into my Personal Loan Account?
    • You can Redeem a minimum of 2500 Rewards Points (R250) into your Revolving Credit Plan (RCP) or Term Loan account on the UCount Rewards Online Mall.
    • You will only be able to Redeem in value increments of 2 500 Rewards Points (R250).
  • What happens if I don’t have enough Rewards Points to pay for my purchase?
    • If you don’t have enough Rewards Points, you can always part-pay using your qualifying Standard Bank personal Credit, Cheque or Debit card or, if you can’t wait for your Rewards Points balance to grow, simply pay for your purchase in full using your qualifying Standard Bank personal debit, cheque or credit card.
  • Which parking apps can I use my UCount Rewards card on for redemption?
    • Admyt and KaChing
  • How do the parking app solutions work?
    • Upon arrival at the entrance your license plate is scanned and the boom opened. The app will send a notification to your smartphone, informing you that the registered car is currently parked. Once you’re ready to leave, simply drive to the exit where your license plate is once again scanned and the boom opened.
  • Can I load more than one car on the app?
    • Yes, you can load multiple cars on to your profile and pay for their parking
  • What name do I put on the screen that asks for “Name on Card” as the UCount Rewards Card is blank?
    • Enter your initials and surname in this slot.
  • What if my car is stolen?
    • Without the parking apps if your car is taken off your hands you will normally only notice at the end of your visit and will need to notify the centre management and the authorities. With the apps, you’ll receive a notification whenever your car leaves the centre. This way you’ll instantly know if something fishy is going on and can alert the authorities there and then. What’s more, centre management will also be able to pinpoint the exact time your car went out, meaning more accurate CCTV footage and a higher chance of recovery.
  • Where can I get more information about the parking apps?

UCount Rewards Contact Centre

  • How do I get hold of the UCount Rewards Contact Centre?
  • By calling 0860 82 68 68 or by sending an email to [email protected]
  • What are the operating hours for the UCount Rewards Contact Centre?
    • Monday to Friday from 8am to 5pm and Saturdays from 8am to 12pm. Closed on Sundays and public holidays.

Cancelling your membership

  • How do I cancel my UCount Rewards membership?
    • By calling the UCount Rewards Contact Centre on 0860 82 68 68

Re-joining the programme

  • Can I re-join the programme after I have cancelled my membership?
    • Yes, you can re-join the programme at any time after cancelling your membership. If you re-join within 12 months of cancelling, you will be charged a R36 re-joining fee. Should you re-join the programme after 12 months, no re-joining fee is charged.
  • How do I re-register for the UCount Rewards programme?

Tax Implications

  • Are there any tax implications to being a member of UCount Rewards?
    • You are responsible for any tax implications on any rewards points collected or redeemed. You must get professional advice about any tax implications from your participation in the programme.

Enquiries/Complaints/Compliments

  • Who can I contact if I have a query or complaint about the UCount Rewards programme?
      • Call the UCount Rewards Contact Centre on 0860 82 68 68
      • Send an email to [email protected]
      • Send us a fax us on 021 700 8758
    NB: We are a member of the Banking Association of South Africa which has appointed an independent Ombudsman for Banking Services to deal with complaints. If we do not resolve your problem or you are not happy with the way your problem was resolved, then you may use the Services of the Ombudsman who can be contacted in one of the following ways:
    • Telephone: 0860 800 900 or 011 838 0035
    • Fax: 011 838 0043
    • Email: [email protected] or
    • Website: www.obssa.co.za

Deceased Estates

  • Are rewards points paid out on deceased estates? If so, how are they paid out?
    • Points are paid out on deceased estates. Membership will be frozen upon notification of death of a member. The estate’s executor must provide a certified copy of the member’s death certificate as well as an official instruction. Rewards points can only be transferred to another nominated UCount Rewards member. If we do not receive beneficiary details within 24 months after the initial notification of death, all un-redeemed rewards points will be lost.

Expiry of rewards points

  • Do my rewards points expire?
    • Accumulated rewards points are valid for a period of five years from the date of issue, following which they will expire.
  • How do I know how many rewards points I have collected?
    • We will send you an SMS with your rewards points balance each month, only if you have a minimum balance of 250 points.
    • Log on this website using your username and password to download your rewards statement and to check your balance here.
    • You can call the UCount Rewards Contact Centre on 0860 82 68 68.
    • You can SMS the word “BALANCE” to 45224. SMS costs R1.00
  • Who can buy from the UCount Rewards Online Mall?
  • How can I pay?
    • You can pay for your item using your UCount Rewards points, or
    • You can pay using a combination of both points and Standard Bank cheque or credit card, or
    • You can pay in full using any Standard Bank cheque or credit card only.
  • What can I purchase?
    • There is a wide range of products and services available at competitive prices. Click here for more information.
  • How are purchased items delivered?
    • UCount Rewards will securely deliver your purchase directly to your door. Delivery charges are calculated per order and will be displayed on Check Out.
  • How much does delivery cost?
    • Delivery charges are calculated based on the distance from our nearest depot located in the following city centres being Johannesburg, Cape Town, Durban, Port Elizabeth, East London to the chosen delivery address: 0 – 50 km = R115 per delivery 51 – 100km = R160 per delivery Over 100km = R220 per delivery. Please note that delivery fees are calculated per order and will be displayed on the checkout screen
  • Can I pay for my delivery using rewards points?
    • Yes, you may pay for delivery using your rewards points, a Standard Bank cheque or credit card, or combination of both.
  • Can I part pay for goods on the UCount Rewards Online Mall?
    • You can pay for your item using your UCount Rewards points, or
    • You can pay using a combination of both points and card, or
    • You can pay in full using any Standard Bank cheque or credit card.
  • What if I want to return an item I purchased on the UCount Rewards Online Mall?
    • When the courier delivers your goods, always open the package and check that you have received the correct order and that no goods are damaged, before signing the waybill.
    • Once you sign the waybill you are confirming that you have had an opportunity to examine the goods, accept delivery and have received the goods in good condition.
    • If you are not completely satisfied with the goods you received or you received the wrong goods or you received damaged goods, and you have not yet signed the waybill, you may return the goods immediately, with the courier.
    • If you have signed the waybill, you may return the goods at your own cost for a full refund, in one of the following ways:
      • Goods can be returned, securely packaged, to UCount Rewards at 14 Stibitz Street, Westlake, Cape Town, 7945. Always include a copy of your tax invoice as reference.
      • We can also arrange collection of the goods for a fee, which will be quoted by one of our customer service consultants.
      • If the goods you received were damaged upon delivery, we will arrange collection of the goods free of charge.
  • Do I earn Rewards Points when I shop online?
      • Yes, in addition to the up to 1.25% you collect on your Card transaction you also collect 3.75% in Rewards Points if you shop online on the UCount Rewards Online Mall (while logged on) using your qualifying Standard Bank Credit or Cheque Card.
    Do all Standard Bank Card transactions on the UCount Rewards Online Mall qualify for the 3.75% collection rate?
      • Only online qualifying transactions will qualify for the collection, excluding spend on Airtime and eVouchers.
    What other transactions on the UCount Rewards Online Mall are excluded for the 3.75% collection rate?
    • Charities, Avios & SAA, Saving & Investment (Autoshare Invest, Notice Deposit, PureSave and Tax Free Investment) redemption options on the UCount Rewards Online Mall are excluded from the collection rate.
    • Who can buy from the UCount Rewards Travel Mall?
    • How can I pay?
      • You can pay using your UCount Rewards points, or
      • You can pay using a combination of both points and Standard Bank cheque or credit card, or
      • You can pay in full using any Standard Bank cheque or credit card only.
    • What can I purchase?
      • There is a wide range of products and services such as flights, accommodation, car hire and holiday packages available at competitive prices. Click here for more information.
    • How are purchased items delivered?
      • Depending on your booking, tickets, itineraries etc. will be sent to you electronically.
    • Can I change or cancel a booking made on the UCount Rewards Travel Mall?
      • You must contact the Travel Help Desk on 0860 82 68 68 if you need to change or cancel your booking.
      • An administration fee will be charged for any cancellation or change to your booking.
    • Can I purchase a Visa on the UCount Rewards Travel Mall with my rewards points?
      • No you cannot purchase a Visa with rewards points. You may use our Visa services on the UCount Travel Mall.
    • Who do I contact if there is an emergency regarding my travel booking?
      • You contact the Travel Help Desk on 0860 82 68 68 for any travel related emergencies.

Traveller Support Fee

  • Why does Standard Bank charge a traveller support fee for bookings made via the UCount Travel Mall and what is it for?
    • A traveller support fee is levied to cover the cost of the assistance services we provide to all customers who book their travel tickets through the UCount Travel mall. The current fee is R149 per person for domestic bookings and R349 per person for international bookings, and it covers the following support services and benefits:
      • The services of our professional travel consultants to assist you before, during and after your trip to ensure that your arrangements run smoothly;
      • Management of your booking to ensure your reservations and payments have been confirmed with suppliers, that your documents are available within 36 hours of your booking and that you are immediately aware of any schedule changes that may affect your travel itinerary.
      • Emergency assistance services available throughout your trip – 24 hours a day, 7 days a week.
The relevant traveller support fee is indicated on the UCount Travel Mall payment page and you will have to approve it as part of the total cost before you confirm details for payment
  • You can obtain the UCount Rewards Terms and Conditions by phoning the UCount Rewards Contact Centre on 0860 82 68 68 or by visiting any Standard Bank branch. To view the Terms and Conditions online, click here.
Caution against phishing attempts
  • It appears that fraudsters are using the name Standard Bank UCount Rewards in emails as an attempt to get hold of your personal and banking information – and ultimately your money.
  • Please be on the lookout for emails that appear to come from us but do not.
What is phishing?
  • Phishing happens when a criminal sends you an email claiming to be from a recognized organization, for example, Standard Bank, to mislead you into revealing sensitive information for identity theft. This may be in the form of visiting a fake website or clicking on an email attachment.
  • You are told to visit a website (made up to look like a Standard Bank site) where you have to enter sensitive information such as passwords, credit card details or bank account numbers. Once you’ve supplied your details, they are emailed to the fraudsters, and you are re-directed to the legitmate website.
What to look out for?
  • Phishing sites and emails often ask for information that Standard Bank would never ask you for or will ever ask you to update, such as personal or banking information. We will never send you an email with a link or attachment asking you to verify your login details, activate or re-active profiles or to register for additional security features. Please ignore and delete these emails.
  • Please remember to be vigilant and NEVER give out your account ATM PIN, Internet Banking Logon credentials, UCount Rewards Logon credentials, Customer Selected Pin, One Time Pin, Card Number, Expiry Date and CVV2 or any other personal details.
Report fraud immediately
  • If you believe that you have become a victim of fraud or that your account security has been compromised, contact us immediately:
  1. 1. Fraud relating to Internet Banking / Mobile Banking Fraud: 0800 222 050; option 3 (24 hours, seven days a week)
  2. 2. Credit Card Fraud: 0800 222 050 ; option 1 / Debit Card Fraud: 0800 222 050 ; option 2
  3. 3. Lost Cards / ATM scams: 0800 020 600 or 011 299 4114 (24 hours, seven days a week)
You may also visit your nearest Standard Bank branch Tips on staying secure on the Internet
  • Always access our Internet banking service by typing the full URL (http://www.standardbank.co.za) into your browser.
  • Always access your UCount Rewards account by typing in the full URL (http://www.standardbank.co.za/ucount) into your browser
  • Never click on a link in an email that takes you to a website that asks you to enter your personal details. If in doubt, please call us on 0860 123 000
  • Never respond to an email asking for any of your details.
  • Load the latest anti-virus software and personal firewall to your computer. We suggest any reputable anti-virus and personal firewall software such as AVG, McAfee, Panda and Symantec.
  • We highly recommend that you make use of the additional security features such as Standard Bank’s MyNotifications and MyUpdates services.
  • Be cautious if you use Internet cafés or a computer that is not your own.
  • Download and install Trusteer software offered by Standard Bank. You can get it once you have logged into Internet banking. Trusteer offers comprehensive online security protecting login credentials and web communication from malware and preventing unauthorized access to ones accounts.
Visit www.standardbank.co.za/secure for more hints and tips on secure banking.
Annual membership fee* (only applicable if you selected an annual membership fee and joined prior to 1 July 2019): R288
Monthly membership fee*: R24
Re-joining fee: R36
Card replacement fee: R55
Balance request SMS R1
PIN reset fee: first 3 (three) PIN resets are free, and thereafter 45 Rewards Points (R5) per PIN reset, which will be deducted from your Rewards Account. R5
Delivery fee on purchases 0 – 50 km from the nearest major metropolitan area’s city centre**: R115
Delivery fee on purchases 51 – 100 km from the nearest major metropolitan area’s city centre**: R160
Delivery fee on purchases over 100km from the nearest major metropolitan area’s city centre** R220
**Delivery charges are calculated based on the distance from our nearest depot located in the following city centres being Johannesburg, Cape Town, Durban, Port Elizabeth, East London to the chosen delivery address. When you register for UCount Rewards, you must choose a debit order date of either the 1st, 25th or last day of the month, to pay your membership fees. UCount Rewards membership fees are charged in advance for the month.
  • What is 3D Secure?
    • 3D Secure is an internationally recognised security standard that protects your card against unauthorised online use.
  • What is a CVV number?
    • Your card verification value (CVV) number is an anti-fraud feature to help confirm that you are the owner of the credit card being used to pay for transactions. For Visa/MasterCard, the three-digit CVV number is printed on the signature panel on the back of the card immediately after the account number.
  • What is my UCount Rewards card’s 3D SecureCode?
    • Your UCount Rewards card’s 3D SecureCode is a five-digit number that is used to authorise online transactions. You may need your UCount Rewards card’s 3D SecureCode to redeem your rewards points online at Participating Rewards Retailers.
  • How do I get my UCount Rewards card’s 3D SecureCode?
    • You can only get your UCount Rewards card’s 3D SecureCode by logging onto the UCount Rewards website, selecting ‘Manage my UCount Rewards Card’ and then selecting ‘Get my 3D SecureCode’.
  • Why can’t the Contact Centre agent give me my UCount Rewards card’s 3D SecureCode?
    • You can only get your UCount Rewards card’s 3D SecureCode from the website. The UCount Rewards Contact Centre does not have access to the functionality that generates 3D SecureCodes.
  • Why is the 3D SecureCode process different for my UCount Rewards card and Standard Bank Cheque/Credit card?
    • For UCount Rewards, you need to get your 3D SecureCode from the UCount Rewards website and need to remember it when redeeming rewards points online. If you forget it, you must get another one from the UCount Rewards website. For Standard Bank Cheque and Credit cards used for online transactions, a one-time PIN (OTP) is given to you as part of the transaction.
  • What is the difference between my 3D SecureCode for my UCount Rewards card and the one-time PIN (OTP) for my Standard Bank Cheque/Credit card?
    • The UCount Rewards card uses a 3D SecureCode for online transactions. Standard Bank personal credit and cheque cards use a one-time PIN (OTP) for online transactions.
  • Why can’t I use my UCount Rewards card to pay for transactions on the UCount Rewards Online Mall or Travel Mall?
    • The UCount Rewards Online Mall and Travel Mall are linked directly to your UCount Rewards member profile. You can use your balance through this link to pay for online transactions.
  • Why can I use my UCount Rewards card online but not my Standard Bank Debit card?
    • Standard Bank Debit cards are not embossed and do not have all the security features needed to do safe and secure online transactions.
  • What are part payments?
    • Part payments allow you to use your rewards points and another payment method; for example, credit card or cheque card, to pay for your online transaction if you do not have enough rewards points.
  • Can I do part payments online at Incredible Connection and Makro?
    • No. Currently, part payments online cannot be done at Incredible Connection and Makro. This functionality is being developed and we will let you know when you can use it. It is important to know your rewards points balance before trying to redeem your rewards points online at Incredible Connection or Makro.
  • What happens if I don’t have enough rewards points to redeem online at Incredible Connection and Makro?
    • Your transaction will be declined.
  • How do I check my rewards points balance?
    • You can get your rewards points balance by logging into your profile, calling the UCount Contact Centre, on the Standard Bank mobile app or you can SMS Balance to 45224. SMS costs R1.
  • When completing a 3D secure payment using my UCount Rewards card, what details do I fill in under “card holder name”?
    • When making an online purchase with your UCount Rewards card you may be prompted to enter cardholder details or cardholder name. Your UCount Rewards card does not have your name printed on it; therefore you must enter your name and surname.
  • How long is my UCount Rewards Card 3DSecureCode valid for?
    • Your 3D SecureCode does not expire. It is important to remember your five-digit 3D SecureCode.
  • What happens if I forget my UCount Rewards card’s 3DSecureCode?
    • Logon to the UCount Rewards website, select ‘Manage my UCount Rewards Card’ and then select ‘Get my 3D SecureCode’ and a new 3DSecureCode will be generated.
  • What if my UCount Rewards card is lost, stolen or damaged?
    • You need to cancel your UCount Rewards card immediately. You can do this online or you can call UCount Rewards on 0860 826 868.
  • Do I need a new 3D SecureCode for a new or replacement UCount Rewards card?
    • Yes. If you cancelled your UCount Rewards card because it was lost, stolen or damaged and it was activated, you need to get a new UCount Rewards card and 3D SecureCode. You can only get your new UCount Rewards card’s 3D SecureCode by logging onto the UCount Rewards website, selecting ‘Manage my UCount Rewards Card’ and then selecting ‘Get my 3D SecureCode’.
  • Do I pay to view my 3D SecureCode on my online profile?
    • You are not charged a fee to view your UCount Rewards card 3D SecureCode.
  • Do I pay to get a new 3D SecureCode if I forget it?
    • You are not charged a fee to get a new 3D SecureCode.
  • Is collecting rewards points from Participating Rewards Retailers online different from collecting them in-store?
    • The process for collecting rewards points online is the same as collecting them in-store. You will automatically collect rewards points when you use your qualifying Standard Bank personal credit or cheque card to pay for your purchases online at Participating Rewards Retailers
  • Do I need to use my UCount Rewards card’s PIN for online transactions?
    • No. Your UCount Rewards card‘s PIN is only used for in-store purchases.
  • Do I also need to use my 3D Secure Code to redeem rewards points in-store?
    • No. Your UCount Rewards Card 3D SecureCode is only used for online purchases.
  • Do I need to use my one-time PIN (OTP) for online purchases?
    • No. The OTP we send you is only used when we need to confirm that you are making changes to your UCount profile, PIN or getting a 3D SecureCode.
  • How do I get refunds for my online purchases?
    • Refunds cannot be made to your UCount Rewards account/profile. Refunds are done in line with the Participating Rewards Retailer’s refund process.
  • Who do I contact if I have queries about an online purchase?
    • You need to contact the Participating Rewards Retailer.HiFi Corp Call: 0860 459 459 Visit: www.hificorp.co.zaHirsch’s Call: 031-582-4400 Email: [email protected] (Online queries) Visit: www.hirschs.co.zaIncredible Connection contact details: Call: 0860 011 700 Visit: www.incredibleconnection.co.zaMakro contact details: Call: 0860 300 999 Visit: www.makro.co.za Zando contact details: Call: 0861 192 636 Email: [email protected] Visit: www.zando.co.za NetFlorist Contact details: Call: 0861 300 600 Email: [email protected] Visit: www.netflorist.co.za
  • Do I get tiering Points for having a Standard Bank Mobile SIM card?
  • Yes, you get 50 tiering points for having an active Standard Bank Mobile SIM card.
  • Do I get tiering points for purchasing prepaid airtime/data for my Standard Bank Mobile SIM?
  • Yes, your qualifying prepaid purchases for your Standard Bank Mobile SIM using the Standard Bank app, Internet banking,cellphone banking and/or the ATM qualify for tiering points.
  • Is the data I get per tier on UCount Rewards over and above the tiering points I get for the Standard Bank Mobile SIM?
  • Yes, in addition to getting tiering points, you also receive data every month based on the tier that you are on.
  • How much data do I get per month for having the Standard Bank Mobile SIM?
  • The data that you get a month is based on the tier that you are on as follows:
Tier Monthly Data Reward
1 50MB
2 100MB
3 500MB
4 1GB
5 2GB
  • What are the other benefits of a Standard Bank Mobile SIM?
  • As a Standard Bank Mobile customer you qualify for several rewards:
  • Get the equivalent or more of your banking account fee back in airtime.
  • You also get 1MB for every R10 spend on your Debit/ Cheque and Credit card swipes at point of sale.
  • Do I need to sign a 24-month contract with Standard Bank Mobile?
  • Standard Bank Mobile SIM products are month to month and can be cancelled at any time. Outstanding payments will be charged.
  • Where can I get more information on Standard Bank Mobile and the offering?