Mobile Banking App FAQ

I. BDO Digital Banking 101

What is the BDO Digital Banking app?
The BDO Digital Banking app lets users access and manage their BDO accounts and make different types of transactions even while on-the-go. The app can be downloaded and installed on Android and iOS mobile devices, such as smartphones and tablets.
Where can I get the BDO Digital Banking app?
You can download the app from the Google Play Store or App Store. Just search for “BDO Digital Banking” and install it on your device!
What transactions can I do with the BDO Digital Banking app?

You can use your app for the following transactions and services:

• Account balance inquiry for Current/Savings Accounts, Credit Cards, Cash Cards, Time Deposits, and Loans
• Pay Bills and scheduled Pay Bills (for electricity, water, telecoms, credit cards, loan amortizations, and more)
• View your 90-day transaction history
• View your Credit Card eSOAs for the last 6 months
• Send Money or scheduled Send Money to your own accounts, another person’s BDO account, a contact via mobile number or email, or another local bank
• Reload your Globe, Touch Mobile, SMART, and Talk & Text prepaid mobile phones
• Reload your Cash Card
• Generate QR for cardless ATM withdrawal and deposit
• Reorder checkbooks
• Make a stop payment order
• Get promo updates
• Change your password and update your contact information
• Set security controls such as debit card limits, and lock/unlock your debit or credit card

We'll always let you know about any new features or changes on the app through the BDO website, or via SMS and email.

II. Getting Started

How do I sign up for the BDO Digital Banking app?

If you already have a BDO Digital Banking account, all you have to do is download the app from

Google Play Store or App Store. Just use the same Digital Banking login details, and you’re good to go!

If you haven’t signed up for a BDO Digital Banking account yet, visit bdo.com.ph and click on Online Banking Login > Enroll Now. Once you have your Digital Banking account, you can download the app and log in!

Where do I go to download the BDO Digital Banking app?
You can go directly to the Google Play Store for Android devices, or to the App Store for iOS devices.
How do I register my existing BDO Digital Banking Username to the BDO Digital Banking app?
After downloading the app, log in to your Digital Banking account using your Username and Password. The first time you log in, you will also receive an SMS verifying your request to add a new device to your account. You need to reply ADD DEVICE before receiving a One-Time PIN (OTP). You’ll be asked to activate the app via One-Time PIN (OTP) which will be sent through SMS to your registered mobile number. Your mobile device will now be linked to your BDO Digital Banking account!
Which Username and Password do I use for the BDO Digital Banking app?
The Username and Password you’re currently using to log in to the BDO Digital Banking website are the same login details you’ll need to access the app.
Is the use of BDO Digital Banking free of charge?
Using the BDO Digital Banking app and website is free! But remember that it also requires internet connection, through either free or paid WiFi, GPRS, or mobile data.
Which types of mobile device can I use to access the BDO Digital Banking app?
You can download the app on Android and iOS smartphones and tablets. Make sure your operating system is updated - at least Android Kitkat 4.0 or iOS 9.0. For laptops and desktop computers, you can use the BDO Digital Banking website instead.
Can I download the BDO Digital Banking app on several devices?
Yes, you can download the app on more than one device. You’ll then be able to access your account from any of them. When you first sign in on a new device, however, you will receive an SMS verifying your request to add a new device to your account. You need to reply ADD DEVICE before receiving an OTP. You will be asked to enter this OTP on the app when you add your new device to your account.
Can different users access their own BDO Digital Banking accounts through the Digital Banking app downloaded on just one device?
No, the Digital Banking app can only be used by the owner of the account to which the mobile device is registered.
Why can't I download the app via Google Play Store or App Store?
If you’re having issues downloading the app, it’s possible that your Android or iOS operating system is outdated, or your internet connection is unstable. Please make sure that your operating system is updated - at least Android Kitkat 4.0 or iOS 9.0. - and that you are connected to the internet.
Do I need to delete or uninstall the App when I download an updated version?
No, there is no need to delete or uninstall the BDO Digital Banking app. It will automatically update to the most recent version if your phone is set to Auto-Update Apps. If it isn’t, just go to the Google Play Store or App Store and tap the update button.
Why does my screen freeze on “OS version check”?
You might have a slow or unstable internet connection. Please check that your internet connection is working well to avoid any issues.
Why am I getting an "Invalid Header" message?
You may have lost your internet connection for a while. Please close or restart the BDO Digital Banking app and try again.
Why am I getting a "Please update your profile" prompt?
You may need to update or provide your alternate email address. You can update your contact information by tapping More > Profile Management > View Customer Information.
Why can't I log in to the app?

If you’re unable to log in to the BDO Digital Banking App, make sure that the time settings on your device is set to Automatic.

For Android devices: Tap Settings > General Management > Date and Time > Automatic Date and Time

For iOS devices: Tap Settings > General > Date and Time > Set Automatically

Why can't I set my 6-Digit PIN?

If you’re unable to set your 6-Digit PIN in the BDO Digital Banking App, make sure that the time settings on your device is set to Automatic. For Android devices: Tap Settings > General Management > Date and Time > Automatic Date and Time

For iOS devices: Tap Settings > General > Date and Time > Set Automatically
 

III. Performing Financial Transactions

What financial transactions can I do on the BDO Digital Banking app?
You can Pay Bills, Send Money, and reload your prepaid mobile phone and Cash Card on the Digital Banking app.
Do Digital Banking app transactions such as Pay Bills, Send Money, and reload happen in real-time?
Yes, Send Money and reload transactions made with the Digital Banking app are done in real-time, just like they are done when using the Digital Banking website. For Pay Bills, the posting date of payment depends on the biller. Please contact your biller directly to make sure.
How do I enroll my accounts in the Digital Banking app?
The app automatically shows all the accounts you have already enrolled on the Digital Banking website. This includes enrolled billers and prepaid mobile numbers. You can enroll additional accounts by tapping More > Enrollment Services on the app.
Can I enroll additional accounts using my Digital Banking app?
Yes, you can enroll additional accounts such as Checking and Savings Accounts, Credit Cards, Loans, billers, and prepaid mobile numbers by tapping More > Enrollment Services.
Why can't I see my enrolled accounts on the App?
If you are getting a "No active accounts" message, please ensure that you have enrolled accounts in the Digital Banking website and that your internet connection is stable.
Why do I get an error when I try to do a transaction?

Below is a list of error messages, with the possible reasons that triggered them.

 

Error Message Reason
Transaction not allowed. Please refer to BDO Digital Banking FAQs. Your transaction was unsuccessful because you may have entered wrong information about your payment destination or biller.

Please check your destination or biller details and try again after a few minutes.
 
Unable to proceed with your transaction. Please try again. You may have entered the wrong authentication details, resulting in a failed authentication attempt.

 
Your account has been locked for security reasons. Please reset your password or call the BDO Contact Center.
 
You may have entered the wrong authentication details more than two (2) times, so your account had to be locked for your own protection.

 

 

IV. All About Security

How can I be sure that the BDO Digital Banking app I am about to download is the official version?
To ensure that you’re downloading the legitimate app, double-check that the name appearing under the app thumbnail is BDO Unibank, Inc. This tells you that the app you’re about to download is the official one developed by BDO Unibank, Inc. Any other developer name is an unauthorized version.
What security features are in place for the BDO Digital Banking app?

The BDO Digital Banking app follows similar security standards to the BDO Digital Banking website. BDO Unibank, Inc. employs these strict, multi-layered security requirements for its Digital Banking app:

1. The system has multi-factor authentication.
2. The Digital Banking app requires 6-Digit PIN nomination.
3. The Digital Banking app requires device registration.
4. The Digital Banking app system is PCI-DSS* compliant.
5. The Digital Banking app system is Verisign Certified.
6. The system addresses everything on the OWASP** list of 10 most dangerous web application security flaws.
7. The system does not allow storage of sensitive account information on the mobile device. This includes information like account numbers, card numbers, password etc.

*PCI-DSS - Payment Card Industry-Data Security Standard
**OWASP - Open Web Application Security Project


 

What should I do if I forget my Username?

To better protect your account, forgotten Usernames may no longer be recovered online. Please call the BDO Contact Center instead using any of the following numbers:

24/7 BDO Contact Center

Metro Manila: 8631-8000
Domestic Toll-Free:
1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globelines)

International Toll-Free:
(International Access Code)-800-8-6318000

What should I do if I forgot my Password?

Just follow these steps to reset your forgotten Password:

1. Open the BDO Digital Banking app and tap NEED HELP?
2. Tap Forgot your Password?
3. Tap OK on the pop-up message to be redirected to online.bdo.com.ph for your Password reset.

These steps only work for BDO Digital Banking accounts that are not yet locked. If your account has already been locked because you exceeded the maximum number of login attempts, please call the BDO Contact Center to request for a Password reset. Please use the numbers below. The client will also have to undergo a positive identification process.

24/7 BDO Contact Center

Metro Manila: 8631-8000
Domestic Toll-Free:
1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globelines)

International Toll-Free:
(International Access Code)-800-8-6318000

What should I do if my mobile device gets lost or stolen?

If your device is lost or stolen, please immediately go to online.bdo.com.ph to change your Digital Banking Password. However, logging in to the BDO Digital Banking website will require you to enter the last four digits of the BDO Card Number or Account Number enrolled in your account, as well as an OTP sent to your registered mobile number.

To completely secure your BDO Digital Banking account, please also call the BDO Contact Center right away so we can temporarily lock your account. You will have to undergo a positive identification process.

24/7 BDO Contact Center

Metro Manila: 8631-8000
Domestic Toll-Free:
1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globelines)

International Toll-Free:
(International Access Code)-800-8-6318000

How do I install and activate the app if I get a new mobile phone or tablet?

Once you download the BDO Digital Banking app, enter your Username and Password. During your first sign in on a new device, you will also receive an SMS verifying your request to add a new device to your account. You need to reply ADD DEVICE before receiving an OTP. You will be asked to enter this OTP on the app when you add your new device to your account.

You will also be given the option to uninstall the BDO Digital Banking app from your old device.
 

Why am I being asked for my 6-Digit PIN, biometrics, and/or OTP when I do a financial transaction?
This is an added layer of security. We may ask you to authenticate your transactions via 6-Digit PIN, biometrics, or OTP to make sure that it’s really you using your account.
Why am I required to nominate a 6-Digit PIN?

The 6-Digit PIN is an additional security feature, which ensures that only you can access and use your Digital Banking account.

You will be asked to set it during your first login to the updated version of the app, but you won’t have to enter it each time you log in. Instead, your 6-Digit PIN will be used to confirm your transactions. This means that you will only be asked to enter it when you’re about to Send Money, Pay Bills, or make other similar payments and transactions.

Is the 6-Digit PIN required or can I disable it anytime?

Yes, the 6-Digit PIN is required. You cannot switch off this feature.

Do I need to set the 6-Digit PIN every time I log in to the Digital Banking app?

No, you only need to set a new 6-Digit PIN during your first login to the updated version of the app, and whenever you register a new mobile device.

 

Do I need to set a different 6-Digit PIN every time I change my mobile device or register a new mobile device?

No, you can use the same 6-Digit PIN for all your devices, but you need to go through the 6-Digit PIN set-up each time you register a new mobile device.

How do I reset my 6-Digit PIN?

To reset your 6-Digit PIN, just tap More > Settings > Reset 6-Digit PIN.