FAQs

FREQUENTLY ASKED QUESTIONS


I. What You Need to Know About BDO Online Banking

II. What’s New in BDO Online Banking?

III. Getting Started

IV. Account Balance and Transaction History

V. Performing Financial Transactions

Fund Transfer

Bills Payment

Prepaid Mobile Reload

BDO Cash Card Reload

VI. Requesting for Special Services

Checkbook Reorder

Stop Payment Order

Wire Transfer

VII. Remit

VIII. Updating Customer Information

IX. How Do I Get in Touch with BDO?

X. All About Security

XI. System Requirements – Optimizing Your Online Experience


I. WHAT YOU NEED TO KNOW ABOUT BDO ONLINE BANKING  

What is BDO Online Banking?
BDO Online Banking is banking through the convenience and privacy of any Internet-enabled device. You can do secure banking transactions anywhere in the world anytime, all the time.

What are the transactions I can do in BDO Online Banking?

With BDO Online Banking, you can do the following:

• Access your accounts 24/7
• Check your account balances and transactions for the past 3 months
• Transfer money (Fund Transfer) to any enrolled BDO account
• Pay your bills
• Buy a load for SMART, Talk ‘N Text, Globe, Touch Mobile (TM) and SUN prepaid mobile phones
• Reload BDO Cash Cards
• Order more checkbooks
• Perform Stop Payment on issued checks
• Send money (Wire Transfer) to local or international banks through telegraphic transfer

 

 

II. WHAT’S NEW IN BDO ONLINE BANKING?   

 

What are the new features of BDO Online Banking?

BDO Online Banking now has a new login page and landing page.  Aside from these, below are the new features:

1. QUICK ENROLLMENT

• Activation of Online Banking account via ATM for those with ATM Debit Card
• No need to submit Electronic Banking Form to the branch

2. UPDATED LOOK AND FEEL

• Icon-based interface that allows you to perform the transaction you need with just one click of an icon

3. QUICK LINKS

• Option to choose the icons you commonly use for better navigation

4. BILL RACK

Option to pay bills all at once instead of one bill at a time

 

 

III. GETTING STARTED   

 

How do I enroll in BDO Online Banking?

1.   Go to www.bdo.com.ph.

2.   Click “Online Banking Login” > “Enroll Now”.

3.   Fill-out the Online Electronic Form and click “Submit”.

4.   Take note of your ATM Activation Code found on the acknowledgment page. You will use this for your enrollment activation.

5.   Go to any BDO ATM. Using your ATM Debit Card, select “Other Services” > “Activate Electronic Banking”, and enter your ATM Activation Code.

Note: You may use your BDO Electronic Banking account after 24 hours from ATM activation.


How do I activate my BDO Online Banking account?

1.   Go to any BDO ATM.

2.   Press “Other Services” button.

3.   Select “Activate Electronic Banking”.

4.   Enter ATM Activation Code then press “Confirm” button.

5.   Choose receipt option.

6.   Enter your PIN.

7.   Get transaction receipt.

 

When can I start using BDO Online Banking?
You may access your account 24 hours from ATM activation.

What types of accounts are accessible through BDO Online Banking?

You can access the following types of accounts via BDO Online Banking:

Savings Account (Peso/US Dollar)
• Current Account (Peso)
• Time Deposits (Peso/US Dollar)
• BDO Cash Card
• BDO Auto, Housing and Personal Loans Accounts
• BDO Credit Cards
• Trust Accounts


Is there a minimum balance required to enroll in BDO Online Banking?
There are no minimum balance requirements to enroll and use BDO Online Banking but minimum balance requirements for specific bank products still apply.

Who are eligible to enroll in BDO Online Banking?
BDO clients, at least 13 years old, with any of the following Individual or Joint OR accounts may enroll:

• Savings Account
• Current Account
• Time Deposits
• BDO Cash Card*
• BDO Consumer Loans
• Trust Account
*Can only be enrolled if you have other available accounts for enrollment

Can I still enroll in Mobile or Phone Banking if I already have an active BDO Online Banking account?
If you did not check the boxes for these channels during your initial enrollment, you can still do so by logging on to your BDO Online Banking account and clicking on “Enrollment Services” > “Mobile Banking or Phone Banking”.


IV. ACCOUNT BALANCE AND TRANSACTION HISTORY   

 

How often are my balances updated?

For Savings, Current Account and BDO Cash Card your available balance is real-time and will change throughout the day based on your activities.

 

For Time Deposit and Consumer Loan Accounts, balances are based on the previous day's balances.

Can I get my transaction history through BDO Online Banking?

Transaction History is available for enrolled Savings and Current Accounts only. For BDO Online Banking, you can access your current day transactions and up to 90 days of your transaction history.

 

 

V. PERFORMING FINANCIAL TRANSACTIONS 

 

What are the financial transactions I can do?

In BDO Online Banking, the following financial transactions are available to you:

Fund Transfer
Bills Payment
Prepaid Mobile Reload
BDO Cash Card Reload

FUND TRANSFER  

What is Fund Transfer (Transfer Money)?

Fund Transfer is transferring money from your own enrolled accounts (Savings and Current Accounts, and BDO Cash Card) to any BDO Savings and Current Accounts. However, transferring to Another Person’s account requires an enrollment.

 

Time deposit and Consumer Loan accounts cannot be used as a source or destination accounts for fund transfers.

 

How do I get started with BDO Online Banking Fund Transfer?

You must first enroll your accounts in BDO Online Banking. To enroll, login to BDO Online Banking, click “Enrollment Services” > “Own Account” > “Enroll”. Fill-out the information needed then click Submit. After enrollment, your own accounts will appear in the Transfer from (Savings and Current Accounts and BDO Cash Card) and Transfer to (Savings and Current Accounts only) fields.

 

Can I Transfer Money to Another Person’s Accounts (Third Party Accounts)?

Yes. You may enroll up to 20 accounts belonging to another person or third party accounts.

To Transfer Money to Another Person’s Accounts, you must first enroll the account:

• Login to BDO Online Banking, click Enrollment Services > Other Person’s Account > Enroll

• Fill-out the information needed then click Submit

• Activate your enrollment via any BDO ATM using your BDO ATM Debit Card.

 You may transfer money to Another Person’s Accounts 24 hours from ATM activation.

 

What accounts can be used to transfer and receive money?
You may perform Transfer Money using the accounts listed below:

1.   Own Savings and Current Account to Own Savings and Current Account

2.   Own Savings and Current Account to Another Person’s Savings and Current Account

3.   Own BDO Cash Card to Own Savings and Current Account

 

Is Inter-Currency Fund Transfer available in BDO Online Banking?
At present, you can only Transfer Money between Peso to Peso Accounts or US Dollar to US Dollar Accounts only.

Is there a limit to the amount I can transfer through BDO Online Banking?
You may Transfer Money up to P250,000 or $5,000 per transaction.

What are my schedule options in transferring money?
You may Transfer Money Immediately, at a Later Date or on a Regular Scheduled Date.

For Immediate transfers, your fund transfer requests are processed right away. Your balance will reflect the transactions correspondingly.

For Later Date transfers, you can specify the transfer date during your request. Request for scheduled transfer should be at least one day prior to the scheduled date.

For Regular Scheduled Date transfers, you can schedule daily, weekly or monthly transfers to a specific account for the next months or years. When requesting for a Regular Scheduled Date transfers, you must specify start date and end date of transfer. Request for scheduled transfer should be at least one day prior to the start date.

All accounts must be sufficiently funded on the scheduled date of transfer.

 

Can I cancel Later Date and Regular Scheduled Date transfer requests?
Yes. You may still cancel scheduled requests at least one day before the scheduled date via BDO Online Banking under “Financial Services” > “Fund Transfer “> “Edit/Cancel Fund Transfer”.

 

Can I change transfer amounts for scheduled Fund Transfer transactions?
Yes. You can still change Transfer Money amounts at least one day before the scheduled date via BDO Online Banking under “Financial Services” > “Fund Transfer” > “Edit/Cancel Fund Transfer”.

For Later Date and Regular Scheduled Date transfers, you may view the status of your scheduled Transfer Money transactions via BDO Online Banking under “Financial Services” > “Fund Transfer” > “View Fund Transfer”.

 

How will I know that my transfer was completed?
A confirmation screen with your Reference Number is displayed after every successful transaction, which can be printed for reference. In addition, the transfers made will appear on your Account Details screen so you can see when they were posted.

 

Is there a service fee for BDO Online Banking Fund Transfers?
No. This service is free of charge.

 

BILLS PAYMENT

How do I get started with BDO Online Banking Bill Payments?

Some companies/billers require enrollment in BDO Online Banking for bills payment. To enroll, login to BDO Online Banking, click “Enrollment Services” > “Company/Biller” > “Enroll”. Fill-out the information needed then click Submit. You may immediately pay the company/biller immediately after successful enrollment.

 

What is the maximum amount accepted for Bills payment via BDO Online Banking?

There is no limit in the amount that you may pay in BDO Online Banking. You may pay your bills up to your available balance.

 

Can I pay multiple companies/billers in one transaction?

Yes. You can pay multiple bills all at once through the Bill Rack. Add and select the billers you want to pay by clicking “Financial Services” > “Bills Payment” > “View Bill Rack”.

 

What are my schedule options in paying my bills?

You may pay your bills Immediately, at a Later Date or on a Regular Scheduled Date.

For Immediate Bills Payment, your payment requests are processed right away. Your balance will reflect the transactions correspondingly.

For Later Date Bills Payment, you may specify payment date during your request. Request for scheduled payment should be at least one day prior to the scheduled date.

For Regular Scheduled Date Bills Payment, you can schedule daily, weekly or monthly payments to a specific company/biller for the next months or years. When requesting for a Regular Scheduled Date Bills Payments, you must specify start date and end-date of request. Request for scheduled payment should be at least one day prior to the start date.

All accounts must be sufficiently funded on the scheduled date of payment.

 

Can I change/cancel Later Date and Regular Scheduled Date Bills Payment Requests?

Yes. You may still cancel scheduled Bills Payment at least one day before the scheduled date via BDO Online Banking under “Financial Services” > “Bills Payment” > “Edit/Cancel Payment”.

For Later Date and Regular Scheduled Date transactions, you may view the status of your scheduled Bills Payment Transactions via BDO Online Banking under “Financial Services” > “Bills Payment” > “View Payment Status”.

 

What is the cut-off time for Bills Payment transactions?

The cut-off time for immediate Bills Payment is 11:45pm. All transactions made after the cut-off time and during weekends and holidays are subject to verification and will be considered transactions for the next banking day.

 

How will I know that my payment was successful?

A confirmation screen with your Reference Number is displayed after every successful transaction, which can be printed for reference. In addition, the payments made will appear on your Transaction History screen so you can see when they were posted.

 

Is there a fee for BDO Online Banking Bill Payments?

No. This service is free of charge.

 

 

PREPAID MOBILE RELOAD 

What is Prepaid Mobile Reload?

Prepaid Mobile Reload allows you to load any SMART, Talk ‘N Text, Globe, Touch Mobile (TM) and SUN prepaid mobile number from your accounts (Current and Savings Accounts and BDO Cash Card). However, you need to enroll all prepaid mobile numbers before you can request for reloads.

 

How do I get started with BDO Online Banking Prepaid Mobile Reload?

You must first enroll your prepaid mobile number in BDO Online Banking. To enroll, login to BDO Online Banking, click “Enrollment Services” > “Prepaid Mobile Number” > “Enroll”. Fill-out the information needed then click Submit.

You may immediately reload the prepaid mobile number immediately after successful enrollment.

You may enroll up to 20 prepaid mobile numbers.

 

What are the available mobile network and Available Load for Prepaid Mobile Reload?

The following are the available denominations per mobile network:

 

   Globe

• P40

• P60

• P100
• P250
• P500

• P1,000

 

   Touch Mobile


• P200
• P400

 


   SMART and
   Talk ‘N Text






• P30
• P50
• P60
• P100
• P115
• P200
• P300
• P500
• P1,000

 

   SUN

• Text Regular (REG) 50
• Text Unlimited (TU) 50
• Regular (REG) 150
• Text Unlimited (TU) 150
• Call and Text Unlimited (CTU) 150
• Regular (REG) 300
• Call and Text Unlimited (CTU) 450
• Regular (REG) 500
• Sun Broadband Wireless (SBW) 100
• Sun Broadband Wireless (SBW) 300

 

What is the validity of my reload denominations?
The validity of the reload would depend on the denomination. Please see list below:

 

Denomination Validity

 

   Globe

P 100 - 15 days
P 250 - 60 days
P 500 - 60 days

 

   Touch Mobile


P 200 - 60 days
P 400 - 60 days

 

 

 

 

Is there a limit to the amount I can reload through BDO Online Banking?
You can reload up to the available balance of your source account or two thousand pesos (P2,000) whichever is lower.

 

What are my schedule options in Prepaid Mobile Reload?
You may reload your enrolled prepaid mobile numbers Immediately, at a Later Date or on a Regular Scheduled Date.

For Immediate Prepaid Mobile Reload, your reload requests are processed right away. Your balance will reflect the transactions correspondingly.

For Later Date Prepaid Mobile Reload, you may specify reload date during your request. Request for scheduled reload should be at least one day prior to the scheduled date.

For Regular Scheduled Date Prepaid Mobile Reload, you can schedule daily, weekly or monthly reload to any enrolled prepaid mobile number for the next months or years. When requesting for a Regular Scheduled Date Prepaid Mobile Reload, you must specify start date and end-date of request. Request for scheduled reload should be at least one day prior to the start date.

All accounts must be sufficiently funded on the scheduled date of reload.

 

Can I change/cancel Later Date and Regular Scheduled Date Prepaid Mobile Reload Requests?
Yes. You may still cancel scheduled requests at least one day before the scheduled day via BDO Online Banking under Financial Services > Prepaid Mobile Reload > Edit/Cancel Prepaid Reload.

For Later Date and Regular Scheduled Date Prepaid Mobile Reloads, you may view the status of your scheduled Prepaid Mobile Reload transactions via BDO Online Banking under Financial Services > Prepaid Mobile Reload > View Prepaid Reload Status.

 

How will I know that my mobile reload was successful?
A confirmation screen with your Reference Number is displayed after every successful transaction, which can be printed for reference. In addition, the reloads made will appear on your Transaction History screen so you can see when they were posted.

 

Is there a service fee for BDO Online Banking?
No. This service is free of charge.

 

 

BDO CASH CARD RELOAD
What is a BDO Cash Card Reload?
BDO Cash Card Reload is transferring money from your own enrolled accounts (Current and Savings Accounts and BDO Cash Card) to any BDO Cash Card. However, reloading Another Person’s BDO Cash Card require enrollment.

Time deposit and Consumer Loan accounts cannot be used as source for Cash Card Reloads.

 

How do I get started with BDO Online Banking Cash Card Reload?
You must first enroll your BDO Cash Card in BDO Online Banking. To enroll, login to BDO Online Banking, click Enrollment Services > Own Account > Enroll. Fill-out the information needed then click Submit. After enrollment, your own accounts will appear in the Transfer from (Savings and Current Accounts and BDO Cash Card) and To Cash Card Number fields.

To reload Another Person’s BDO Cash Card, you must first enroll the account:

Login to BDO Online Banking, click Enrollment Services > Other Person’s Account > Enroll
Fill-out the information needed then click Submit
Activate your enrollment via any BDO ATM

Note that you may enroll up to 20 BDO Cash Cards belonging to another person.

 

What accounts can be used for BDO Cash Card Reload?
You may perform BDO Cash Card Reload using the accounts listed below:

1.   Own Savings and Current Account to Own BDO Cash Card

2.   Own Savings and Current Account to Another Person’s BDO Cash Card

3.   Own BDO Cash Card to Own BDO Cash Card

4.   Own BDO Cash Card to Another Person’s BDO Cash Card

Is there a limit to the amount I can reload through BDO Online Banking?
Reload limit would depend on the BDO Cash Card you are reloading. BDO Cash Card has a balance limit depending on the type of card you are reloading. Balance should not exceed limits as follows:

 

   Retail Pre-Embossed

Php 10,000.00

 

   Retail Embossed

Php 25,000.00

 

   Corporate

Php 100,000.00

 

What are my schedule options in BDO Cash Card Reload?
You may reload your enrolled BDO Cash Card Immediately, at a Later Date or on a Regular Scheduled Date.

For Immediate Cash Card Reload, your reload requests are processed right away. Your balance will reflect the transactions correspondingly.

For Later Date Cash Card Reload, you may specify reload date during your request. Request for scheduled reload should be at least one day prior to the scheduled date.

For Regular Scheduled Date Cash Card Reload, you can schedule daily, weekly or monthly reload to any enrolled BDO Cash Card for the next months or years. When requesting for a Regular Scheduled Date Cash Card Reload, you must specify start date and end-date of request. Request for scheduled reload should be at least one day prior to the start date.

All accounts must be sufficiently funded on the scheduled date of reload.

 

Can I change/cancel Post-dated and Recurring BDO Cash Card Reload Requests?
Yes. You may still cancel scheduled requests at least one day before the scheduled date via BDO Online Banking under Financial Services > BDO Cash Card Reload > Edit/Cancel BDO Cash Card Reload.

For Later Date and Regular Scheduled Date Cash Card Reloads, you may view the status of your scheduled BDO Cash Card Reload transactions via BDO Online Banking under Financial Services > BDO Cash Card Reload > View BDO Cash Card Reload Status.

 

How will I know that my BDO Cash Card reload was successful?
A confirmation screen with your Reference Number is displayed after every successful transaction, which can be printed for reference. In addition, the reloads made will appear on your Transaction History screen so you can see when they were posted.

 

Is there a service fee for BDO Online Banking Cash Card Reloads?
No. This service is free of charge.

 

 

VI. REQUESTING FOR SPECIAL SERVICES

 

CHECKBOOK REORDER

How many checkbooks can I request via BDO Online Banking?
You may request up to 2 checkbooks per request only.

 

Is there a service fee for BDO Online Banking
Our Checkbook Reorder is free of charge but your account will be debited for the cost of checkbook which is P175.00 per checkbook.

 

How soon can I pick up my checkbooks after ordering online or through the phone?
You may claim your checkbook from your branch of account three (3) weeks after request is made.

 

Can I view the status of the Checkbook Reorder request?
Yes, if you reordered your checkbook via BDO Online Banking. You may view the status of your request under Service Request > Checkbook Reorder > View Checkbook Reorder Request Status.

 

STOP PAYMENT ORDER

Is there a fee for Stop Payment Order
A fee of P 200.00 per check will be debited from your account upon request.

 

Can Stop Payment Orders be reversed online?
No. Stop Payment Orders cannot be reversed online. You have to go to your maintaining branch to lift the Stop Payment Order you issued through BDO Online Banking.

 

WIRE TRANSFER

What is Wire Transfer (Send Money)?
Wire Transfer request is a service request that permits the transfer of US Dollar funds from your BDO US Dollar Savings Accounts to accounts in local and offshore banks. This transaction only requests the Wire Transfer. The actual transfer of funds must be processed by a BDO personnel and the beneficiary bank receiving the wire transfer.

Wire transfer is available only via BDO Online Banking.

 

When will my wire transfer requests be processed?
The cut-off time for wire transfer requests is at 12:00 NN on weekdays. Wire transfer requests that are received before the cut-off time will be processed immediately by our BDO personnel. The requests will then be forwarded to their corresponding beneficiary banks for the actual sending of money.

Wire transfer requests made after cut-off time, on weekends and holidays will be processed on the next banking day.

NOTE: On average, it takes 2-3 banking days to complete a wire transfer request from the time it is sent.

 

How will I know that my wire transfer requests have been completed?
A confirmation e-mail will be sent to you once the wire transfer requests have been completed. When processed, your wire transfer transactions will appear on your Transaction History screen so you can see when they were posted. You can also inquire via BDO Online Banking though Services Request > Wire Transfer > View Wire Transfer Status.

 

Is there a limit to the amount I can transfer?
There is no limit to the amount you can transfer.

 

Is there a service charge fee for wire transfer requests?

Yes. Following are the charges for a Wire Transfer Request:

·   Service Charge: $ 10.00 (BDO & Local)

·   $ 10.00 (Foreign)

·   A $20.00 additional charge for Foreign Wire Transfer will be debited from your account if On-Us is selected in Charge Type Field

 

When will my account be debited for the Wire Transfer charges?
Charges will be debited from your account together with the Wire Transfer principal amount you've applied for immediately upon request.

 

 

VII. REMIT

What is BDO Remit?
BDO Remit is the global remittance service of BDO Unibank, Inc. (BDO). Its specialized money remittance services cater to the needs of BDO depositors, Overseas Filipino Workers and migrants who regularly send money to their families in the Philippines.

BDO Remit service is made available through BDO Online Banking for the convenience of existing Online Banking clients.

What BDO Remit Services are available in BDO Online Banking?
Cash Pick-up Anywhere
Beneficiaries may pick up remittances from the remitter/sender at any of BDO’s almost 3,000 Cash Pick-up Anywhere locations in the Philippines.

To claim the remittance, the beneficiary will be required to present the following:
one (1) photo-bearing valid ID with signature
remittance reference number
remittance amount
name of remitter / sender

Remittances may be claimed at any of the following:

a. BDO Branches nationwide
Remittances may be claimed at any of almost 800 BDO branches nationwide. Mall-based branches are open up to 7:00PM even on weekends.

b. BDO Remit Counters at SM Malls
BDO Remit Counters are located inside SM malls particularly at The SM Stores, SM Business Service Centers and SM Global Pinoy Centers. Claiming of remittances at these establishments may be done 7 days a week up to 8:00PM.

c. Other Cash Pick-up Partner Outlets
BDO Remit has an existing partnership with almost 2,000 Palawan Pawnshop, Bayad Center and Rural Bank branches across the Philippines where beneficiaries may claim their remittances.


Cash Door-to-Door
Remittances are delivered right at the doorstep of beneficiaries in the Philippines, whether in Metro Manila or provincial areas.

Credit to Account with Other Banks
Remittances will be credited to the beneficiary’s account maintained in another local bank.

How can I remit money through BDO Online Banking?
Log in to your BDO Online Banking account, go to the “Remit” menu and choose any of the following:

Send Money for Pick-up
  Through this service, your beneficiary may claim the remittance at any BDO branch, BDO Remit Counters at SM Malls, Palawan Pawnshop, Bayad Center and selected Rural Bank partners nationwide.

• Send Money Door-to-Door
  Remittances will be delivered directly to your beneficiary’s delivery address.

 • Send Money to Another Local Bank
   The funds will be credited directly to your beneficiary’s account maintained at another local bank.


What are the accounts that I can use as source of funds for my remittance transactions?

You may use any of your enrolled Peso Savings and Checking accounts.
 
What are the available currencies in BDO Online Banking Remit Service?
Only PESO remittance transactions may be done in BDO Online Banking. Cross-currency transactions are not yet allowed. Thus, all remittance transactions will be paid out in peso.


Are there limits on remittance transactions that I can do via BDO Online Banking?

Yes. Please refer to the table below for the
daily transaction limits in terms of transaction amount and frequency:

Currency Minimum Amount Maximum Amount Number of Daily Transactions Allowed
Peso 100 50,000 5

What are the fees for doing remittance transactions via BDO Online Banking?

Corresponding charges will be deducted from your enrolled Peso Savings or Checking account on top of the remittance amount that you will be sending. These charges vary depending on the type of your remittance transaction.

TYPE OF TRANSACTION SERVICE FEES (in Php)
Send Money for Pick-up
(BDO branch, BDO Remit Counters at SM Malls, Palawan Pawnshop, Bayad Center, Rural Bank Partners)
100.00
Send Money to Another Local Bank 100.00
Send Money Door-to-Door 200.00

When will my beneficiary receive the money that I sent through BDO Online Banking Remit Service?

Availability of funds will depend on the type of remittance transaction you performed online:

TRANSACTION TYPE AVAILABILITY
Send Money for Pick-up Within 1 hour
Send Money Door-to-Door

Transactions received on or before 10:00 AM will be delivered to the beneficiaries as follows:

Metro Manila within the same day
Nearby Provinces within 1 to 2 days
Other Provinces within 1 to 7 days
Send Money to Another Local Bank

Transactions received on or before 10:00 AM will be credited to the account on the same banking day

Transactions received during weekends and holidays are considered next banking day transactions.

 
How will I know if my remittance transaction was successful?
A confirmation page with your transaction reference number will be displayed for every successful transaction. You have the option to print the page for your reference or you may view the details of all your completed transactions anytime on the “Account Details” page of your BDO Online Banking account.

For Cash Pick-up transactions, the reference number that will be generated after every successful transaction is the same reference number that you need to provide your beneficiary in order to claim remittances at our payout partners.


Will my beneficiary be required to present a proof of identification in claiming the remittance?
Yes. The beneficiary would need to present any valid identification that may be required by our BDO branches, Cash Pick-up partners or courier.


What happens if my beneficiary is not available when the Door-to-Door remittance is delivered?

The remittance will be cancelled and credited back to your Peso Savings or Checking account source net of service charge within 1 to 2 banking days.

For Credit to Other Local Bank transactions, what happens if the account details I have provided differ from the record of the paying bank?
In cases where the transaction is rejected by the paying bank, the remittance will be cancelled and credited back to your
Peso Savings or Checking account source net of service charge within 1 to 2 banking days.

How can I verify the details of my cancelled remittance transaction?
For inquiries on your remittance transactions, please call BDO Customer Contact Center at the following numbers:


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

Where can I check the status of my remittance?
You may track your remittances using your BDO Online Banking account. Log in then go to
Remit > View Remittance Status. You may also check your remittance status by choosing “Remit Status Inquiry” on the BDO website, www.bdo.com.ph.

Just input your Remittance Reference number in order to check the status of your remittance.

                                                                     

VIII. UPDATING CUSTOMER INFORMATION

 

How do I update my mobile number?

1.   Login to BDO Online Banking, go to “Profile Maintenance” > “Customer Information” > “Update Customer Information”.

2.   Delete your old mobile number and enter your new one in the “Mobile Number” field.

3.   Click “Update” then “OK”.

4.   An approval code will be sent to your registered email address.

5.   Check your email and take note of the approval code provided.

6.   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.

7.   Click on the “Input Code” icon (pencil) and enter the approval code sent to your email to successfully update your mobile number.

 

What is the valid format of a mobile number?

Your mobile number should only contain numbers up to fifteen digits. Special characters such as (+ - . #) are not accepted. For foreign mobile numbers, include your country code and area code.

Examples:

Valid Mobile Numbers: 09175912365, 639185912365, 14388784321 (Foreign)

Invalid Mobile Numbers: +639175912365, 0918-5912365, 0922.591.23.65+1-438-8784321

 

How do I update my email address?

1.   Login to BDO Online Banking, go to “Profile Maintenance” > “Customer Information” > “Update Customer Information”.

2.   Delete your old email address and enter your new one in the “E-mail Address” field.

3.   Click “Update” then “OK”.

4.   An approval code will be sent to your previously registered email address.

5.   Check your email and take note of the approval code provided.

6.   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.

7.   Click on the “Input Code” icon (pencil) and enter the approval code sent to your email to successfully update your email address.

 

Can I add a challenge question?

Yes. Simply do the following steps:

1.   Login to BDO Online Banking, go to “Profile Maintenance” > “Customer Information” > “Update Challenge Question”.

2.   Click on the “Add a Challenge Question” icon.

3.   Choose and answer your Challenge Question.

4.   Click “Submit” then “OK”.

5.   An approval code will be sent to your registered email address.

6.   Check your email and take note of the approval code provided.

7.   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.

8.   Click on the “Input Code” icon (pencil) and enter the approval code sent to your email to successfully update your challenge questions.

 

Can I delete an existing challenge question?

Yes, just make sure that you have more than three challenge questions before deleting a challenge question. To delete, follow these steps:

1.   Go to “Profile Maintenance” > “Customer Information” > “Update Challenge Question”.

2.   Click on the “Delete Challenge Question” icon (pencil) beside the question you want to delete.

3.   Click “OK”.

 

How many challenge questions can I have?

You can nominate up to five (5) challenge questions with a minimum of three (3) challenge questions.

 

What should I do if I have forgotten the answer to my challenge question?

You may edit the answer to your challenge question by following these steps:

1.   Go to “Profile Maintenance” > “Customer Information” > “Update Challenge Question”.

2.   Click on the “Edit Challenge Question” icon (pencil).

3.   Input the new answer to your Challenge Question.

4.   Click “Submit” then “OK”.

5.   An approval code will be sent to your registered email address.

6.   Check your email and take note of the approval code provided.

7.   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.

8.   Click on the “Input Code” icon (pencil) and enter the approval code sent to your email to successfully update your challenge questions.

 

What should I do if I have not received the approval code in my email account?

If you have not received your approval code in your inbox, check your SPAM emails. Make sure to save the email addresses received from BDO to prevent BDO Electronic Banking or BDO Online Banking related emails from going to your SPAM emails. You should also assign an alternate email address where you can also receive your BDO Online Banking emails.

 

If you still have not received your approval code in your inbox nor SPAM emails, call the BDO Customer Contact Center by dialing any of the following numbers for assistance:

 

   Metro Manila

631-8000

 

    Domestic Toll-Free Nos:


1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globelines)

 

International Toll-Free No.:

(International Access Code)- 800-8-6318000

For Card members with American Express(R) Platinum Credit Card, Cathay Pacific American Express(R) Cards or Personal and Gold International Dollar Cards:

 

   Metro Manila

681-417

 

Domestic Toll-Free Nos:


1800-10-8141700 (PLDT)

 

International Toll-Free No.:

(International Access Code)-800-800-81417

For American Express(R) International Dollar Platinum Card holders:

 

   Metro Manila

840-7800

 

Domestic Toll-Free Nos:


1800-10-8141700 (PLDT)

 

International Toll-Free No.:

(International Access Code)- 800-800-8141700

For American Express(R) Corporate Cards:

 

   Metro Manila

840-7400

 

International Toll-Free No.:

(International Access Code)- 800-800-8407400

For BDO Dual Gold Card holders and all other American Express(R) Card holders:

 

   Metro Manila

631-8000

 

    Domestic Toll-Free Nos:


1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globelines)

 

International Toll-Free No.:

(International Access Code)- 800-8-6318000

 

What should I do if my approval code has expired?

For security purposes, your approval code is valid for only three days. If your approval code has expired, simply delete your previous request and process it again.

 


IX. HOW DO I GET IN TOUCH WITH BDO?  

How can I contact BDO from outside Metro Manila or the Philippines?
You may access BDO Phone Banking by dialing the following numbers:

 

   Metro Manila

631-8000

 

    Domestic Toll-Free No.s:


1800-10-631-8000 (PLDT)
1800-3-631-8000 (Digitel)
1800-5-631-8000 (Bayantel)
1800-8-631-8000 (Globe)

 

International Toll-Free No.:

(International Access Code)+ 800-8-6318000
Greece 00800-6312-0018
Guam 800-0630-0021
Saudi Arabia 800-863-0011
Italy 800-872-390
UAE 800-0630-0021

 

What are the International Access Codes (IAC)?
IAC is the access no. required to be connected to the International Toll-Free No. of BDO Phonebanking, (IAC)+800-8-631-8000. The required access no. depends on the country where you are at. Listed below are the IAC Nos.:

 

 

Country

International Telephone Companies

IAC

 

Australia

Optus Telestra

0011

 

Austria

Telecom Austria

00

 

Belgium

Belgium

00

 

Brazil

Embratel

0021

 

Canada

Teleglobe

011

 

Cyprus

Cyta

00

 

Finland

Sonera

00

 

France

France Telecom

00

 

Germany

DTAG

00

 

Hawaii

GTE Hawaiian Tel. Co.

011

 

Hongkong

Reach

001

 

Ireland

Telecom Eircom

00

 

Israel

Bezeq

00

 

Italy

Telecom Italia

00

 

Japan

Japan TelecomKDDNTT

010

 

Korea

Korea Telecom

001

 

Malaysia

Telecom Malaysia

00

 

Netherlands

KPN Intl.

00

 

New Zealand

TNZL

00

 

Norway

Telenor

00

 

Singapore

Singtel

001

 

Spain

Telefonica

00

 

Switzerland

Swisscom

00

 

Thailand

CAT

001

 

Taiwan

Chungwa Telecom

00

 

UK

BTC&W

00

 

USA

AT&TMCISprint

011


X. ALL ABOUT SECURITY

 

What type of Internet security do you provide your customers?

Using the current security technologies and processes, BDO assures its clients of the confidentiality and privacy of their online banking sessions. BDO Online Banking security uses:

·         Authentication - Authentication ensures that only authorized users can access the BDO Online Banking system by verifying the identity of the user. This is enforced through the use of a User Name and Password.

·         Network Security – BDO uses a firewall to protect its Online Banking servers from unauthorized Internet access. A firewall is a combination of systems that enforces a boundary between the Internet and the bank's network, while blocking out all unwanted access.

·         Encryption - Encryption converts data on the system to a format that is unreadable by anyone who does not have the proper authorization. Currently, BDO Online Banking uses 128-bit Secure Sockets Layer (SSL) to secure all banking transactions. 128-bit encryption means that there are 2128 - or 3.4 with 38 zeros after it - possible combinations that could access your account information but only one that works for each online banking session.

·         Automatic Log-out - BDO Online Banking automatically logs you out of the system if it detects no user activity for a fixed number of minutes. This protects your accounts from being accessed by the next PC user, especially when using a public or shared computer.

·         Password strength – an on-screen meter that indicates the strength of your nominated password.

 

What is a One-Time Password (OTP)?

A One-Time Password is a unique 6-character code that will be sent via SMS to your registered mobile number every time you login to BDO Online Banking. After entering your BDO Online Banking user ID and password, you will also be required to enter the OTP to complete the login process. It serves as your second password that's unique with every login and expires 5 minutes after you receive it. 

 

How does an OTP provide better protection?

The login process can be successfully completed with an OTP that is sent only to your registered mobile number and can be used just once. Only you can complete the login process.

 

How will I know if my mobile number in BDO Online Banking is updated?

During the login process, after you have entered 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 it right away to ensure you receive your OTP.

 

How do I register or update my mobile number to receive OTP?

Login to your BDO Online Banking account. 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 639171234567 or 09181234567. For international mobile numbers, please include the country code and area code (e.g. 85291512345). If your country code and mobile number combined is less than 11 digits, please add 00 as a prefix (e.g. 006512345678). 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.

 

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 number you registered in BDO Online Banking.

 

Will I still receive my OTP if I nominated an international mobile number or if I am out of the country?

If you registered an international mobile number, or a local mobile number that is enabled for international roaming, you will still receive your OTP via SMS.

 

Do I pay anything for the OTP?

No. Your OTP is free of charge. Note, however, that when your mobile number is in international roaming mode while you are overseas, the corresponding telecommunication charges of your network provider may apply.

 

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 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.

 

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 users are required to input their One Time Password to ensure the security of their transactions online.

 

What precautions should I take to ensure the confidentiality of my accounts and personal information when using BDO Online Banking?

·         Never disclose your password to anyone, even to someone claiming to be from BDO. BDO will never ask for your Password/PIN. Be responsible in keeping your password confidential.

·         Keep your password safe. Your password authenticates you when you begin your internet banking session. You should memorize your password and avoid writing it down.

·         Create/nominate password that is difficult to guess but easy to remember. Avoid using birthdates and other personal information easily associated with you.

·         Change your password regularly. You can easily change your password when you begin your Online Banking session.

·         Remember to log out before you leave your computer. Logging out assures you that no one can access your accounts after you have finished your Online Banking session. This is very important when you are using a shared or public computer.

·         Keep your operating system and browser software updated with patches for the latest security vulnerabilities. Many viruses, trojans and spyware exploit the vulnerabilities of software to steal information.

·         Use your browser's security features. Most browsers have security settings and options that protect the privacy of your accounts. Refer to your browser's help on how you can maximize your browser's security.

·         Avoid using shared or public computers to access your accounts. Shared or public computers may have been installed with tracking software that could monitor your Online Banking sessions.

·         Avoid using Beta-browsers. Beta-browsers are browsers still in the process of testing and may contain security vulnerabilities. We suggest the use of the browser's final release versions.

 

What should I do in case I suspect a Password breach or unauthorized transactions on my accounts?

·         Change your BDO Online Banking Password online.

·         Call BDO Call Center and request for a Password/PIN reset.

 

What should I do in case I forgot my BDO Online Banking Password?
For forgotten BDO Online Banking Password, you may:

·         Nominate a new Password via www.BDO.com.ph. The "Forgot Password" module is available in the Log-in Page. For security reasons, you can only nominate a new Password upon providing the correct data in the personal and Enrollment details asked during your online request. Note that this facility is only available for BDO Online Banking enrollees only; or

·         Request for a new Password via the BDO Call Center. Our Call Center Officers can reset the password for you. Please log in immediately after your request to change and secure your password.

 


XI. SYSTEM REQUIREMENTS – OPTIMIZING YOUR ONLINE EXPERIENCE

 

What are the system requirements to access the BDO Service?
A desktop/netbook/tablet PC with the following specifications:

Browser: Internet Explorer 8, Firefox 4.0, Safari 5.0

Internet connection: At least 256kbs


How do I disable a pop-up blocker?
   

While using BDO Online Banking, if you are unable to view alert messages, error messages and download links, then you need to disable pop-up blocking of the BDO Online Banking website (www.bdo.com.ph).

Depending on the pop-up blocking software you are using, you may be able to set www.mybdo.com.ph as an allowed site, or you may need to disable the pop-up blocker while using BDO Online Banking.

Pop-up blockers work in the background while you browse the Internet. When they detect a pop-up window that may be an unwanted advertisement, they automatically close the window. This can prevent BDO Online Banking from performing properly.

To disable pop-up blockers:

Internet Explorer 8

Click on TOOLS on the menu
Click on INTERNET OPTIONS
Click on the PRIVACY tab then the SETTINGS button under the POP-UP BLOCKER section
In the POP-UP BLOCKER SETTINGS window, uncheck the following options under the NOTIFICATIONS AND BLOCKING LEVEL section:

Play a sound when a Pop-up is blocked
Show information Bar when a Pop-Up is blocked

Firefox 4.0

Click on TOOLS and select OPTIONS
Select the CONTENT panel
Uncheck BLOCK POP-UP WINDOWS

Safari 5.0

Click on the SAFARI menu at the top left of your screen
In the drop down menu, uncheck BLOCK POP-UP WINDOW

 

How would I know if my Proxy settings are correct?
Consult your organizations Internet security personnel for the correct settings and before changing these settings.

 

Do I have to allow the use of Java and JavaScript in my browser?
BDO is using Java and Javascript to validate and process your request. Browser must allow the use of Java and JavaScript in order to use all the features of BDO.

Internet Explorer 8

Click on TOOLS then INTERNET OPTIONS
Click on ADVANCED to switch to the advanced options tab
Check the box for “ENABLE JRE” then click OK
Restart your browser to effect changes

Firefox 4.0

Click on TOOLS and then OPTIONS
Click on the CONTENT panel
Make sure the box titled ENABLE JAVA has a check mark

Safari 5.0

Click EDIT and then PREFERENCES
Click the SECURITY tab to display the security settings
Put a check mark on the entry named ENABLE JAVA SCRIPT

 

In some rare cases, it is possible that the above-mentioned setting do not help. Then it may be necessary to install Java Runtime Environment to your computer. You will find it from the address below:

http://www.java.com/en/download/manual.jsp

Read the instructions carefully and install.

 


BDO Unibank, Inc. © 2012. All Rights Reserved.
Version 2011-06-03