STC Bank FAQs
Q: Why is my wallet service changing?
A: The same experience you love – now evolving into a full digital bank. Your wallet is becoming a bank account with enhanced features and expanded services.
Q: Do I need to take any action?
A: Yes. You have two options: upgrade to become a bank customer or close your wallet account.
Q: What happens if I don’t take any action?
A: After the grace period ends, your wallet will be downgraded with limited functionality and eventually closed automatically.
Q: How long is the grace period?
A: Please refer to the notifications you received and stcpay’s app screens for the specific duration of your grace period.
Q: What are my options during the grace period?
A: During this period, you can either upgrade to become a bank customer or close your wallet.
Q: How do I upgrade to become a bank customer?
A: You can upgrade through the app by following
- By receiving a notification and viewing the displayed screens in your wallet’s app to upgrade your stcpay wallet.
- Downloading the STC Bank app from app stores or play stores.
Q: What happens to my wallet after the grace period?
A: Your wallet will be downgraded with limited functionality.
Q: What can I do with my downgraded wallet?
A: If you have a balance, you can transfer funds to an STC bank beneficiary or perform a local bank transfer. If your balance is zero, you can close the wallet or upgrade to a bank account.
Q: Can I close my wallet if I have zero balance?
A: Yes, but only if you don’t have any pending activities such as open tickets or unsettled transactions. This must be resolved first.
Q: What if I have pending transactions or open tickets?
A: You’ll need to resolve these before closing your wallet. You can also raise a ticket for pending settlements and contact our customer support team via the available channels.
Q: How do I close my wallet?
A: You can close your wallet through the app by selecting “Close Account.”
Q: What happens when I close my wallet?
A: After closure, if you open the app, you will see a notification that your account is closed and under closure period.
Q: What if I receive a refund after closing my wallet?
A: If you receive a refund after closure, your wallet will automatically reactivate. You will then need to transfer the funds and close your wallet again. For any support, contact our customer support team via the available channels.
Q: What happens to my remaining funds if my wallet is closed automatically?
A: If you have any remaining funds when your wallet is closed, you can contact our customer service team to claim your funds.
Q: What happens to my funds and cards if I upgrade to a bank account?
A: If you upgrade to become a bank customer, your remaining funds and cards will be automatically migrated to your new STC bank account.
Q: How can I transfer my balance from my wallet?
A: You can transfer your balance to an STC bank beneficiary using the “transfer to contact” method or perform a local bank transfer to any local bank account.
Q: Who do I contact if I need help with this transition?
A: Please contact our customer support team through the app or call 8001180008 if you’re inside KSA or call +966920011444 if your outside KSA for any assistance with the transition process.
Q: How can I claim funds after my wallet is closed?
A: You can contact our customer service team to claim any remaining funds after your wallet is closed.