One-Time Password (OTP) FAQs

What is One-Time Password (OTP)?
It is a unique 6-character code that can only be used once and is sent only to your registered mobile number in BDO Online Banking.  After encoding your user ID and password, you will also be required to enter the correct OTP to complete the login process.  It serves as your second password that's unique with every login and expires 5minutes after you receive it.
 
What is the ultimate benefit of OTP?
OTP provides another layer of online protection for you. If your user ID and password have been compromised to a fraudster, the login process will not be completed without the correct OTP that is sent to your registered mobile number. This prevents others from accessing your Online Banking account.
 
How will I know if my mobile number in BDO Online Banking is updated?
During the login process, after you have encoded your user ID and password correctly, an OTP screen will be displayed and will indicate the last 4 digits of your mobile number that we have in our records.  If this is not your current mobile number, please update immediately by choosing to answer the Challenge Question or calling BDO Customer Contact Center to request for an update of your mobile number.
 
How do I register or update my mobile number to receive OTP?
Login to your BDO Online Banking account. Select the Challenge Question option and enter your answer.  Go to Profile Maintenance > Customer Information > Update Customer Information > Mobile Number.  Enter numeric characters only up to 15 digits without special symbols such as “-” or “+.”  For local mobile numbers, acceptable formats are only 639171234567 or 09181234567.  For international mobile numbers, please include the country code and area code (e.g. 85291512345) then click “Update.”  You will then be prompted to check your registered email address for your system-generated Approval Code.

Note that your mobile number will not be updated if you do not input your Approval Code.  To complete the registration of your current mobile number, login to your Online Banking account, click on the Approval Code icon (check mark on the upper right-hand corner of your screen) and enter your Approval Code.
 
What should I do if I have forgotten the answer to my Challenge Question?
Call the BDO Customer Contact Center to request for an update of your mobile number to receive your OTP.  After successfully logging in to your BDO Online Banking account, go to Profile Maintenance > Customer Information > Update Challenge Question.  Click on the “Edit Challenge Question” icon (pencil).  Input the new answer to your Challenge Question.  Click “Submit” then “OK”.  You will then be prompted to check your registered email address for your system-generated Approval Code.  Check your email and take note of the approval code provided.  Go back to your BDO Online Banking account and click on the “Approval Code” icon (green checkmark) found on the upper right side of the screen.  Click on the “Input Code” icon (pencil) and enter the approval code sent to your email to successfully update your challenge questions.
 
Will I receive my OTP immediately after completing the mobile number update process?
Yes, you will already receive an OTP on your next login after you have successfully updated your mobile number.
 
If I have various mobile numbers, is the OTP sent to all my numbers?
Your OTP will only be sent to the mobile phone number you registered in your BDO Online Banking account.
 
Will I still receive my OTP if I nominated an international mobile number or if I am out of the country?
You will get your OTP if your registered international mobile number or local mobile number on international roaming is enabled to receive SMS.
 
Do I pay anything for the OTP?
It is free of charge except when your mobile number is on international roaming. Corresponding charges may be applied by your network provider.
 
What should I do if I do not receive my OTP via SMS?
Cancel your current request and try logging in again. Enter your correct user ID and password so that a new OTP will be sent to your registered mobile number.
 
What happens if I do not enter my OTP right away?
Your OTP expires after a certain period from the actual time of receipt. You need to enter it within the specified time which is currently set at five minutes.
 
How do I request for a new OTP if the previous one has expired?
To get a new OTP, exit from your current session, enter your user ID and password again, then click on the “Regenerate OTP” button within the message window that automatically appears if your OTP has expired.
 
Do I need to enter OTP for every online transaction?
You will only receive your OTP upon login. Once you have entered your OTP, you can perform all your online transactions within the same session.
 
Can I still access my account if I have mistakenly typed my OTP or if it has expired already?
For your own security, your Online Banking account will be locked after several wrong attempts. You have to call BDO Customer Contact Center to reset your account.
 
What should I do if I suddenly receive an OTP without logging in to my account?
Call BDO Customer Contact Center to report the incident. BDO Online Banking will send an OTP to your registered mobile number only upon entry of your correct user ID and password. This is the system's way of alerting you that someone might be trying to access your account.
 
Can I deactivate my One Time Password?
No.  All BDO Online Banking users are required to input their One Time Password to further ensure the security of their transactions online.