Mobile Banking App FAQ

 

FREQUENTLY ASKED QUESTIONS
BDO MOBILE BANKING APPLICATION (BDO MB APP)

I. What You Need to Know About BDO Mobile Banking App

What is BDO Mobile Banking Application (BDO MB App)?
BDO MB App is a software application that you can download and install on your iOS (iPhone®, iPad®, iPod Touch®) and Android™ smartphones and tablets. It is designed for BDO Online Banking users so they can access their accounts while on-the-go.
Where can I get the BDO MB App?
Go to the Apple App Store or Google Play Store and search for “BDO Mobile Banking” and install it on your device.
What transactions can I perform through BDO MB App?

Enjoy banking convenience for the following transactions and services:

• Account Balance Inquiry for Current/Savings account, Credit Card, Cash Card, and Time Deposit)
• Bills Payment (electric, water, phone, and credit card bills, loan amortizations, and a lot more)
• 90-day Transaction History
• Fund Transfer to your own account or another person's BDO account
• Prepaid Mobile Reload for Globe, Touch Mobile, SMART Buddy, Talk & Text and Sun
• Branch and ATM Locator
• Promo Updates
• Password Change

Customers will be notified of any App changes or enhancements as these are implemented via updates on the BDO website, BDO Online Banking, and other communication media that the bank may deem appropriate for awareness.

II. Getting Started

How do I enroll in BDO MB App?

If you are already enrolled in BDO Online Banking, you may install the App from the Apple App Store or Google Play Store. There is no separate enrollment needed to use the App.

If you are not yet enrolled in BDO Online Banking, go to www.bdo.com.ph, click on “Online Banking Login” > “Enroll Now” to enroll your account.

Where do I go to download the BDO MB App?
You can go directly to the Apple App Store for iOS (iPhone®, iPad®, iPod Touch®) and Google Play Store for Android™ smartphones and tablets.
How do I register my existing BDO Online Banking user ID to the BDO MB App?
After installing the App, launch it and log in to your BDO Online Banking account using your user ID and password. For first time log in, you will be prompted to activate the App via a system-generated One Time Password (OTP) which will be sent via SMS to your registered mobile number. You may also choose to answer your pre-nominated Challenge Question in BDO Online Banking. If the device is not yet registered, it will be automatically linked to the first time user.
What user ID and password do I use for BDO MB App?
The user ID and password that you are currently using for BDO Online Banking will be the same login credentials that you will use to access your account via BDO MB App.
Is the use of BDO MB App free of charge?
The App is free but usage of the App requires internet connection for the device through free or paid WIFI, GPRS or mobile data.
What type of mobile devices can I use to access BDO MB App?
The App may be installed and used through iOS (iPhone®, iPad®, iPod Touch®) and Android™ smartphones and tablets.
Can I install BDO MB App in various devices?
Yes. You may install BDO MB App in multiple devices and access your account from any of those.
Can various users access their BDO Online Banking account through a BDO MB App installed in one device?

Yes, BDO MB App installed in one device may be used by multiple Online Banking clients. The initial user who has downloaded the App would automatically assume the distinction of being the “owner” hence, after the initial activation via One Time Password (OTP) or Challenge Question, succeeding users will be tagged as device borrowers.

Usage of the App by the owner would require him/her to input only the user ID and password in all succeeding logins. Other users or device borrowers, on the other hand, will be required to provide either the correct OTP or answer to a Challenge Question, depending on their choice, every time they login using any borrowed device.

Activation action by the users will prompt the system to log the device being used in the system using the mobile device’s IMEI or MAC address including the mobile device’s brand, make and model.

All transactions done on the device will be logged in the system’s audit/transaction logs for reference purposes.

Why can't I download the App via Apple App Store or Google Play Store?
Please ensure that you have the latest OS version (iOS 4 up and Android 2.1 up) and that you are connected to the internet.
Do I need to uninstall the App when I download an updated version?
No, there is no need to uninstall the original downloaded App. It will be updated to the current version once you click on the update button.
Why does my screen freeze on “OS version check”?
You may have slow or no internet connection. Please ensure that you have a stable internet connection to prevent slow response.
Why am I getting an "Invalid Header" message?
You may have lost your internet connection or your connection is intermittent. Please close or restart the BDO Mobile Banking App and try again.
Why am I getting a "Please update your profile" prompt?
Please login to your BDO Online Banking account to update your profile (e.g. Change Password, Update Challenge Questions, etc.).

III. Performing Financial Transactions

What are the financial transactions that I can do?

The following financial transactions are available to you through BDO MB App:

• Bills Payment
• Fund Transfer
• Prepaid Mobile Reload

Are MB App transactions such as Bills Payment, Fund Transfer, and Prepaid Mobile Reload immediate?
Yes, similar to financial transactions performed using your BDO Online Banking account, Fund Transfers and Prepaid Mobile Reload done via the MB App are executed in real time. For Bills Payment, posting date of payment varies according to the merchant biller. For confirmation, please contact your biller directly.
How do I enroll my accounts in MB App?
The activated App would automatically display all the accounts that you have enrolled in BDO Online Banking including billers and prepaid mobile numbers.
Can I enroll additional accounts using my MB App?
No. Enrollment of additional accounts and deletion of previously enrolled accounts such as merchant billers and prepaid mobile numbers may be done only through BDO Online Banking.
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 BDO Online Banking and that your internet connection is stable.

IV. All About Security

How can I be sure that the BDO Mobile Banking App I intend to download is the official version?
To ensure that you are downloading the legitimate App, make sure to check that the name appearing under the App thumbnail is BDO Unibank, Inc. This would ensure that the one you intend to download is the one developed by BDO Unibank, Inc. Any other name to the contrary is an unauthorized version.
What security features are in place for BDO MB App?

Similar to the stringent security standards currently in place for BDO Online Banking, the bank employs strict security requirements for its MB App as follows:

1. The system has two-factor authentication (device registration and One Time Password).
2. The MB app requires device registration.
3. The MB App system is PCI-DSS* compliant.
4. The MB App system is Verisign Certified.
5. Top 10 OWASP** list of most dangerous web application security flaws are addressed by the system.
6. The system does not allow storage of sensitive account information on the phone such as 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 user ID and password?

For forgotten user ID and password, the MB App has a URL link which when clicked, would redirect you to https://online.bdo.com.ph for your user ID or password reset. This is applicable to BDO Online Banking user IDs which are not yet locked. For accounts that are already locked, the client will be required to call BDO Customer Contact Center to request for a password reset. The client will have to undergo a positive identification process.

24/7 BDO Customer Contact Center

Metro Manila: 631-8000
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 if my mobile device gets lost or stolen?

Please visit https://online.bdo.com.ph to change your old password to a new one immediately. Logging in to your BDO Online Banking account, however, requires an OTP which would be sent to your registered mobile number. If the lost device happens to be the smartphone where your nominated mobile number is stored, it is recommended that you choose to answer your Challenge Question.

If you have also forgotten the answer to your Challenge Question, proceed to the “Update Link” button found on the Online Banking landing page and update your mobile number or your Challenge Question. Proceed with login by providing the system-generated OTP or the answer to the newly nominated Challenge Question.

Once logged in, you will be required to perform the following additional steps:

a. Go to “Enrollment Services”.

b. Choose IMEI.

c. Choose View / Delete IMEI.

d. Choose the device that will be deleted.

e. Click on the “Delete” button.

f. Provide answer to the “Challenge Question”.

g. Once answer has been validated by the Online Banking system, a reference number will be generated and an e-mail notification will be sent to your registered e-mail address. The screen will also display an acknowledgment page that confirms the action performed.

How do I install and activate the App if I get a new mobile phone or tablet?
Your user ID would have to be registered again following the same procedures you have done in your previous device. You also have the option to uninstall the BDO Mobile Banking App from your old smartphone or tablet.
Why am I not getting an OTP anymore after I register my device?
There is no need for an OTP after successfully activating your device.
Why does it keep asking me for an OTP whenever I log in?
The device you are using may already be activated by another user.