FAQs

Account

How do I register to begin using SEFT?

To register for SEFT as a customer or a merchant, visit your banking institution and fill out a SEFT Customer or Merchant registration form. You need to be already a customer of a banking institution and will need to provide either your Seychelles National ID Card or Passport. Upon registration an email will be sent to you, with your SEFT ID, Bank Code, default account number and First Time Password.

When can I initiate a transaction?

Transactions can be initiated any time as SEFT is accessible 24/7. However users may experience service interruptions during planned maintenance downtime and in cases when the banks face network connectivity issues such as internet outages that are beyond the control of the SEFT system.


Password

How do I change my password?

Once you have successfully logged into your SEFT account, you may change your password by clicking on the Settings icon at the top-right hand corner of the screen. From the list of Settings options, choose Change Password. A pop-up dialog box will be displayed where you will be requested to enter your old password followed by a new password to be entered twice. Then click Submit to change your password.

How do I reset my password after I have been locked out?

After three failed attempts, SEFT will automatically lock your account. In order to reset your password you will need to contact your banking institution where you will be required to provide your personal information for identification and verification purposes. A temporary one time random password will be sent to the original email address which you provided upon registration.

What is the validity period of the temporary one time random password?

Each time the system generates a temporary one time random password the system will associate a configurable validity period along with it. Hence, if the user does not use and change this password within this validity period, then the password will expire, the user will be denied login, and he/she will need to contact their bank to reset the password and have the system generate a new temporary one time random password for him/her.

What does Cut-off time mean?

Cut-off time determines the latest time in a business/working day that a transaction can be processed for same day settlement. Any transactions initiated after the cut-off time will be processed and settled in the next business/working day. The cut-off time varies from bank to bank depending on the restriction in their internal CORE Banking system.

Transfers

How much is the cost per transaction?

The cost per transaction may vary across banking institutions, but the maximum fee permitted is SCR20 for each transaction. Contact your banking institution for more details.

How do I view my past transactions?

You can find all your past outward transactions in the Customers Outward Payments page and the inward transactions in the Customers Inward Payments page. Alternatively, you may also download the SEFT Mobile App from your Mobile Store (available on IPhone, Android) to view all your past transactions on the go.

How do I create a transaction?

Customers can transfer funds directly from the Customers Outward Payments page any time during the day from the comfort of their homes and offices. Alternatively, customers may choose to visit their banking institutions and request the transfer of funds to be effected on their behalf. In both cases, once the transaction is successful, an email and/or an SMS notification will be sent to inform of the status.

What type of transactions can be created?

SEFT permits you to make bills payment, make same bank-to-bank transfer, interbank-to-bank transfer and make payment to a Payment Service Provider (PSP).

What is a beneficiary?

A beneficiary is the individual/institution to whom you need to transfer funds locally. SEFT provides a Beneficiaries Management module that allows you to create beneficiaries. It is useful to create a beneficiary when you have regular transfers towards the same beneficiary.

How do I create a beneficiary?

To create a new beneficiary, you will need the following:

  • Login to your SEFT account
  • Go to the Customer Management Facilities menu item and select Beneficiaries Management
  • Once the page open, click on the “New Item” button above the grid.
  • A form will be displayed and you will need to fill in the beneficiary information.
  • You may choose to fill in either the full information of the beneficiary by specifying their name, account number, and bank, or alternatively you may fill in their SEFT ID and an optional secondary account number.
  • Once you are done, click on the Save button and you will be ready to use your newly created beneficiary.
What is a Future Value Transfer?

A future value transfer is a post-dated transaction. Meaning, a transaction initiated on the current date that would be released and processed on the future date stated.

Where can I see my future value transfers?

All future value transfers will be placed in the Future Dated Payments module until they are due. Once a transfer is due, then it is automatically released from the store and you may see it at the Outward Payments module.

Can I cancel a future value date transfer?

Yes, you may cancel a future value transfer before its value date. If you fail to cancel before the value date, then the transfer will be automatically released from the future value transfers store and sent for processing.

What is the purpose field?

The purpose field is a field that can help banking institutions identify the purpose of the payment. It is a free-text field that is conditionally mandatory according to the following:

  • If the amount is greater than or equal to the sending bank’s Purpose Amount Threshold, then the purpose field will be mandatory
  • If the amount is less than the sending bank’s Purpose Amount Threshold, then it will be optional

Limits

What is the maximum daily amount limit?

SEFT defines a maximum daily amount limit, those limits are set by your banking institution.  These limits will restrict the amounts allowed for a single SEFT transaction and the aggregate amounts for all SEFT transactions initiated during the same day in order to limit the risk to the customers.

How long does it take for a transaction to be processed?

A transaction can be completed within minutes provided that all details of the payment are correct. However any transactions initiated after the customer cut-off time will be processed on the next business day.

Login Details

How do I Login?
  • Click on the SEFT link
  • Enter User Name
  • Enter your One Time Password
  • Enter bank(your respective Bank)
  • CAPTCHA
  • Enter One Time Password
  • Enter your new password
  • Confirm
  • Re-login with your new password
What happens if I close a session without logging out?

The system will automatically close any logged-in session after a short period of inactivity. SEFT will automatically close the session, as soon as you close the internet page. For your own account safety, ensure you log out after each session.

What do I do if I get login failed?

If you are logged into SEFT and you receive the error “Invalid Username/Password/Bank”, then this might mean that you are using an incorrect login credential. However, if you are sure of your credentials, then contact your banking institution as your account might have been automatically disabled or locked.

Managing My Account

Registration

How do I close my account?

If you wish to terminate your service, contact your banking institution and complete a termination form.

What is a bulk payment?

The system allows for posting of multiple transactions using Bulk upload template via an excel file provided on the website.

What is a template?

A template is an excel file that you need to complete in order to create multiple transfers at the same time. The file can be uploaded to SEFT once you are done.

To upload a file, do the following:

  • Complete excel template
  • Login to SEFT
  • Go to “Customer File Upload”
  • Click on “New Item”
  • Fill in the “File Reference” and attach the file
  • Click on the “Create” button
  • Click on the “Parse” button and the payments will appear in the preview list. You may check them to ensure that they are correct
  • Once you are sure that you wish to proceed, click on the “Process” button
Can I delete a template?

Once you have successfully uploaded the file and clicked on the “Create” and “Parse” buttons, then the payments will appear in the preview list. If for any reason you do not wish to continue with processing the payments in the file, you may delete it at this point. However, if you have already clicked on the “Process” button, the payments have already been processed and you cannot delete the file.

Mobile Application

How do I install SEFT Mobile App?

With SEFT Mobile App you can view your past outward and inward transactions. To install the Mobile App simply go to your Mobile App Store, type SEFT in the search/find tab, click on the SEFT icon and install.

 

 

What happens if I lose my phone?

Access to your SEFT account will not be affected if you lose your phone.

However, for the safety of your account, it is recommended that you contact your banking institution as soon as possible.

Customer Support

Will there be customer support or assistance if and when required?

Customer support will be provided by your respective banking institution from 8a.m. to 6p.m. on weekdays and 8a.m. to 2p.m. on Saturdays (except public holidays) to address any queries. Additionally you may also use the SEFT website query page.

How do I lodge a complaint/query?

The following options are available;

Option 1: Go to www.SeychellesEFT.sc .Navigate to the Enquiries/Complaints icon, click on your banking institution and complete and submit the form. Your banking institution should be able to assist.

Option2: Visit your banking institution for any complaints and queries.

What should I do if my banking institution cannot resolve my issues/complaint/queries?

Banking institutions have 21 days to resolve any complaints of their customers. In the event that they fail to do so, customers can formally lodge their SEFT-related issues/complaints/queries with the Central Bank of Seychelles at seftcomplaints@cbs.sc.

Hacking/Phishing

What should I do if I suspect my online information has been compromised?

If you feel your online information has been compromised, contact your banking institution immediately.

How can my user name and password get compromised?

Most accounts are compromised by responding to a phishing email, key logger or Trojan Horse virus that was installed on your PC through a fraudulent e-mail or possibly by someone with whom you may have shared your username and password. To prevent this from happening, the following actions are recommended :

  • Install a trusted antivirus software on your computer.
  • Update your virus definitions regularly.
  • Use good judgment before opening strange or unexpected e-mail attachments and/or files.
  • Do not share your username, password and/or even your secret questions’ answers, with anyone. Your banking institution will never ask for your username and password.

Firewalls

Firewalls

SEFT uses firewalls to prevent unauthorised access to and from its information network.

Fraud

What should I do if I suspect fraud on my SEFT account?

As soon as you suspect a fraud-related activity on your account, contact your banking institution.