FREQUENTLY ASKED QUESTION

I. What You Need to Know About BDO Mobile Banking
 
What is BDO Mobile Banking Application (BDO Mobile Banking )?
BDO Mobile Banking 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 Mobile Banking Application?
Go to the Apple App Store or Google Play Store and search for “BDO Mobile Banking”, download and install it on your device.
 
What transactions can I perform through BDO Mobile Banking?
Enjoy banking convenience for the following transactions and services:
• Account Balance Inquiry for Current/Savings account, Credit Card, Cash Card, Time Deposit and Trust Accounts)
• * Bills Payment (electric, water, phone, and credit card bills, loan amortizations, and a lot more)
• View 90-day CASA Transaction History
• View Last 6-Months Credit Card Electronic Monthly Billing Statement(eMBS)
• * 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
• Checkbook Reorder
• Stop Payment Order
• Branch and ATM Locator
• Promo and Properties for Sale Updates
• Rates (Forex, NAVPU)
• Credit Card and Loans (Application Status, Promo Announcements, Credit Card Rewards Points, Inquiries, Loan Calculators)
• Password Change
 
* Immediate, Scheduled One Time and Scheduled Recurring
 
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 Mobile Banking?
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 Mobile Banking?
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 Mobile Banking?
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 Mobile Banking?
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 Mobile Banking.
 
Is the use of BDO Mobile Banking 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 Mobile Banking?
The App may be installed and used through iOS (iPhone®, iPad®, iPod Touch®) and Android™ smartphones and tablets.
 
Can I install BDO Mobile Banking in various devices?
Yes. You may install the App in multiple devices and access your account from any of those.
 
Can various users access their BDO Online Banking account through a BDO Mobile Banking installed in one device?
Yes, the App installed in one device may be used by multiple Online Banking clients. The initial user who has login successfully to BDO Mobile Banking using the device 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, UDID or MAC address including the mobile device’s brand, make and model.
 
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 6 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 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
 
How do I enroll my accounts in Mobile Banking?
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 Mobile Banking?
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. Clicking on the Enroll Now link would redirect the user to the Online Banking website using the smartphone/tab’s browser.
 
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.
 
What are the financial transactions that I can do?
The following are existing financial transactions available to you through BDO Mobile Banking:
 
• Bills Payment Using Deposit Account as Source
• Bills Payment Using Credit Card as Source
• Fund Transfer
• Prepaid Mobile Reload
• Checkbook Reorder
• Stop Payment Order
• Cash Card Tap Reload
• Send Money
 
Are Mobile Banking 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 Mobile Banking are executed in real time. Additionally, options for Scheduled One Time and Scheduled Recurring transactions are available for Fund Transfer, Bills Payment and Prepaid Mobile Reload. For Bills Payment, posting date of payment varies according to the merchant biller. For confirmation, please contact your biller directly.
 
What is Bills Payment facility for BDO Credit Card?
Similar to the Bills Payment facility using available funds from enrolled deposit accounts, BDO credit card holders can now pay selected utility bills, and charge to their nominated credit card account, subject to available balance, through either one of the following methods:
 
1. Auto Charge Arrangement (ACA) – Periodic bills are settled or automatically charged, can be availed via one time enrollment
2. Charge on Demand (COD) – Periodic bills are settled on a per request basis or as required
 
How do I enroll for this facility?
For ACA, you can enroll via BDO Online Banking, BDO Mobile Banking or via BDO’s 24-Hour Customer Contact Center. Please allot at least ten (10) working days for enrollment processing. It is suggested that you continue to settle your bills via other means to keep them updated until such time that your enrollment has been confirmed.
 
For COD, no need to enroll. You can charge your bills on a per request basis. An additional service fee of P10 per transaction will apply if request is done through the Customer Contact Hotline.
 
For the list of available billers specific to credit card, log in to BDO Online Banking, choose Credit Cards under the Quick Links setting option and choose your preferred method of payment. For the BDO Mobile Banking, log in to your account, choose Bills Payment > Pay Bills Using Credit Card > Auto Charge Arrangement or Charge on Demand > Payee
 
How many ACA billers can I enroll?
There is no limit to the number of billers which you can enroll, it is strongly encouraged though that you keep sufficient available credit card balance to accommodate payment requests for your enrolled billers. Additionally, you can also enroll another person’s bills and charge these against your credit card.
 
How many COD billers can I pay?
Similar to the ACA enrollment, there is no limit to the number of billers which you can pay for, as long as there is sufficient available credit card balance to accommodate payment requests for your enrolled billers. Again, you can also pay another person’s bills and charge these against your credit card.
 
What other important things do I need to remember when using my BDO Credit Card to pay my bills?
• Past due credit card accounts cannot be used for this facility
• Minimum accepted amount for payment is P300
• Bill/s to be paid for (in case of COD) should not be currently enrolled in ACA or any similar arrangement with other banks or other credit card companies, to avoid being charged multiple times.
 
Why can't I see my enrolled accounts on BDO Mobile Banking?
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 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 BDO Unibank App thumbnail is “BDO Personal”. 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 Mobile Banking?
Similar to the stringent security standards currently in place for BDO Online Banking, the bank employs strict security requirements for its App as follows:
1. The system has two-factor authentication which are as follows:
a. Device Registration
b. One Time Password (OTP)
2. BDO Mobile Banking requires device registration.
3. BDO Mobile Banking system is Verisign Certified.
4. The system does not allow storage of sensitive account information on the phone such as account numbers, card numbers, password etc.
 
What should I do if I forget my user ID and password?
For forgotten user ID and password, the BDO Mobile Banking 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. BDO login page has “Account is Locked” option to assist clients to unlock their account on their own or if the account is already locked, the client may 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)
 
Global Toll-Free:
(Country Code)-800-8-6318000
 
International Toll-Free Nos:
(International Access Code)+800-8-631-8000
 
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 smart phone 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, please call CCC to request for updating of your mobile number and password reset.
 
Once logged in, you will be required to perform the following additional steps:
1. Go to “Enrollment Services”.
2. Choose Mobile Device(s).
3. Choose View / Delete Mobile Device(s).
4. Choose the device that will be deleted.
5. Click on the “Delete” or “X” button.
6. Provide answer to the “Challenge Question”. Then Submit.
7. Once answer has been validated by the BDO 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/s. You also have the option to uninstall the BDO Mobile Banking 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 have been activated by another user.
 
How can I avoid being a victim of Social Networking Scams?
You can avoid being a victim by observing the following tips:
• Change password regularly and use strong passwords which are combination of alpha numeric, Upper/Lower Case.
• Never use the same passwords that you use for your online banking and your social network account.
• Never list your personal information (complete name, birthday, and billing address, etc.) on your profile page. A common way for a fraudster to hack your financial or other account is to click on “Forgot your password?” link. Answers to the security questions should not be found in your personal profile.
• Do not accept invites asking you to click a link to view someone else’s profile. You might be redirected to a phony site which imitates the legitimate site with messages that entice you to share your passwords or credit card numbers.