FAQ

Using online banking

What should I do if there is an error saying my account is suspended when making a fund transfer on Internet banking?

There may be several reasons why restrictions are placed on your account.
Please refer to the chart below.


Reasons of account restrictions Procedures for lifting restrictions Timing of removal of restrictions
・Change of address NOT Completed with SBI Shinsei Bank.
・Both change of address and the name NOT completed with SBI Shinsei Bank.(Documents sent from SBI Shinsei Bank was returned due to unknown delivery address, etc.)
【Customers who are already logged in】
1)Please select "Registered information "menu on the upper part of the top page and proceed to "Change Registered Address" section.
2)Please confirm if there are any changes to your existing registered address.
Please enter your current full address including postal code.


【If you are not logged in.】
Please login here and refer to 1) and 2) above "【Update via Power Direct (Smartphone Authentication) 】"for change of the address.
Within 2-3 business days after completion of the change of address.
・There were no transactions made or no movements of your funds in your account for over 2 years.
Please contact us using the Call Back Reservation Form.
On the spot when calling back.
・(For our International customers)when the Residence Card renewal has not been finalized.
Please check here for the procedure to change your period of stay.
In approximately 1 week upon receiving your documents.


Please contact us using the Call Back Reservation Form below if the restrictions needs to be lifted urgently, or if the reasons for the account restrictions are unclear.
【Call Back Reservation Form】
Please note, depending on situation, we may not be able to lift restrictions on your account regardless of the urgency.



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