01.
Submitting a payment instruction
Review the information to prepare before requesting an outgoing payment through your account portal, including recipient details, payment purpose, and supporting references.
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Guidance for managing your account.
Practical, plain-language information about payment instructions, incoming credits, account records, fees, and keeping your account secure.
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Start with the essentials.
Three short guides covering what most clients need to know when instructing payments, receiving funds, and protecting access to their account.
02.
Incoming credits and account records
Learn how incoming funds are identified, reviewed, recorded, and confirmed in your account, and where to find the confirmation once a credit has been processed.
Read common questions03.
Protecting your account access
Practical steps for protecting your sign-in details, using two-factor authentication, and responding promptly to any concern about activity on your account.
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Find guidance for every stage of your account.
From opening an account to reviewing your records, these topics explain how things work and what to prepare.
Opening and verifying an account
Understand how applications are reviewed and what is needed before your account is ready for use.
- Choosing between personal and private banking accounts
- Preparing identification and verification documents
- What to expect while your application is under review
Working with multiple currencies
Guidance on holding and managing balances in more than one currency within a single client profile.
- Selecting a preferred currency at application
- Reading balances and activity by currency
- Checking details before a cross-currency instruction
Payment and transfer instructions
How outgoing payments are requested, reviewed by operations, and recorded once processing is confirmed.
- Information required about the recipient
- How clarification requests are handled
- Tracking the status of an open instruction
Incoming credits
How funds sent to SACHEL on your behalf are matched to your client profile and reflected in your account.
- Why sender and purpose details matter
- How a credit is reviewed before it is recorded
- Reading the breakdown in your confirmation
Statements, receipts and records
Where to find your documents, and how to use them to keep an accurate record of your account activity.
- Confirmations, statements and transfer receipts
- Keeping your own copies for reference
- Raising a question about an entry
Fees and charges
A clear view of the charges that may apply to your account, and where each one appears in your records.
- Service fees applied to incoming credits
- Charges shown in confirmations
- Where to review the current fee schedule
Before you submit an instruction
Five checks that help your request move smoothly.
Every instruction is reviewed by SACHEL operations before it is processed. Providing complete, accurate information at the start reduces the need for follow-up questions.
- 1
Confirm the recipient details
Check the recipient's name, account number, bank, and country carefully. Errors in these details are the most common reason an instruction needs clarification.
- 2
State the purpose clearly
Include the reason for the payment and any invoice or contract reference. A clear purpose helps operations review your request without delay.
- 3
Review your balance and applicable charges
Make sure the available balance in the correct currency covers the amount and any charges that apply. Current charges are listed on the fees page.
- 4
Submit through the portal
Instructions are accepted through your client portal. Nothing is sent from your account without a request from you.
- 5
Follow the status and keep your receipt
Respond promptly if operations ask for clarification. Once processing is confirmed, your account updates and a receipt is issued for your records.
Key terms
The language of your account, explained.
A short reference for the terms you will see in the portal and in messages from SACHEL.
- Instruction
- A request you submit through the portal, such as a payment or transfer, which is reviewed before it is processed.
- Incoming credit
- Funds sent to SACHEL on your behalf that have been matched to your client profile and recorded in your account.
- Confirmation
- A message that sets out the sender, the purpose, and the full breakdown of a credit once it has been recorded.
- Receipt
- A document issued when an outgoing payment has been completed, for your own records.
- Statement
- A record of account activity over a period, which you can use to reconcile your own records.
- Service fee
- A charge that may be deducted when funds are credited. The amount applied is shown in your confirmation.
- Verification
- The review of identity and supporting documents that takes place before an account is opened and, where needed, afterwards.
- Two-factor authentication
- An additional check at sign-in, beyond your password, that helps keep your account from being accessed by anyone else.
Account security
Six habits that keep your account safe.
Use a strong, unique password
Choose a password you do not use anywhere else, and change it if you suspect it has been exposed.
Keep two-factor authentication on
An extra sign-in check is one of the most effective protections for any online account.
Never share verification codes
Do not disclose your password or verification codes to anyone, including anyone who claims to represent SACHEL.
Treat unexpected messages with caution
Be careful with unsolicited emails, calls, or links. Go to the portal directly rather than following a link.
Sign out on shared devices
Always sign out when you finish, and avoid using public or shared devices for account access.
Review your activity regularly
Check confirmations and statements as they arrive, and report anything you do not recognise straight away.
Need more help?
Speak with us about your specific situation.
These guides cover general questions. If you need help with a particular instruction, credit, or entry on your account, our support team is ready to assist.
These materials provide general guidance. Account-specific instructions and applicable terms take precedence.