FAQs

Questions You May Have

SEND MONEY TO ANOTHER LOCALBANK VIA INSTAPAY!

With BDO Personal Online Banking, you can now send money to accounts of participating banks, and the receiver will get the transfer instantly. Transaction limit is Php50,000 per day, and a fee of Php100 shall still apply for transactions across different banks. Sending money from BDO to BDO is still free.


To Send Money to Another Local Bank via Instapay, select:

Send Money > To Another Local Bank and choose from any of the participating banks listed below.

- Asia United Bank

- Bank of Commerce

- Bank of the Philippine Islands

- China Bank

- China Bank Savings

- Chinatrust Bank

- Development Bank of the Philippines

- Dungganon Bank

- East West Bank

- Equicom Savings Bank

- G Exchange, Inc.

- Isla Bank Inc.

- Land Bank of the Philippines

- Malayan Savings Bank

- Maybank Phils.

- Metropolitan Bank and Trust Company

- Omnipay, Inc.

- Partner Rural Bank (Cotabato), Inc.

- Paymaya

- Philippine Bank of Communications

- Philippine Business Bank, Inc.

- Philippine National Bank

- Philippine National Bank Savings

- Philippine Savings Bank

- Philippine Trust Company

- RCBC Savings

- Rizal Commercial Banking Corp.

- Robinsons Bank

- Security Bank

- Sterling Bank

- Sun Savings Bank

- Union Bank of the Philippines

- United Coconut Planters Bank

- Yuanta Savings Bank


LOCKED OUT OR FORGOTTEN PASSWORD

To unlock your Online Banking account, go to www.bdo.com.ph and click on:


Online Banking Login > BDO Online Banking > Forgot Your Password?


You will be asked to input your user ID. If enrolled with an ATM Card or a Checking/Savings Account, you will be asked to input a One-Time Password (OTP) plus the last 4 digits of any enrolled ATM card or Checking/Savings account. After providing the correct information, you will receive an email containing the temporary password.


If enrolled with a credit card only, you will be asked to input a One-Time Password (OTP). You will then receive an email containing the temporary password. The temporary password is valid for 72 hours.


You are required to enter the last 4 digits of your enrolled ATM card number in Online Banking as an added security feature. You will receive the temporary password only after providing this and the OTP. You may enter this number or the last 4 digits of any enrolled Checking/Savings account number.


OTP or One Time Password is a temporary numeric password that secures your Online Banking login. By default, your OTP is sent via SMS to the mobile number registered in your Online Banking account. You may also get your OTP using the OTP Generator feature in the BDO Mobile App.


To enable your OTP Generator, log in your BDO Mobile App. Go to Settings and switch on OTP Generator. This feature does not require internet connection. The OTP will refresh every 30 seconds. Once you subscribe to this feature, you will no longer automatically receive the OTP via SMS. However, you still have the option to get an OTP via SMS in Online Banking.


You can also request for a temporary password via the BDO Customer Contact Center. Our Customer Service Officers will gladly assist. You may call the hotline at (632) 631-8000 or at (Int'l. Access Code) + 800-8-631-8000.



LOCK/UNLOCK ATM DEBIT CARD

Locking your card prevents your ATM Debit Card from being used for transactions at ATMs, physical card terminal (POS), and from making online purchases and payments. We have provided you this feature to give you better, and more accessible control over your BDO Debit Cards. This will also provide you additional protection in cases of card loss / theft.


Via BDO Personal Online Banking:

1. Log-on to your BDO Personal Online Banking account.

2. Click on the New Security Feature button at the upper right portion of the home screen, you will be directed to the menu containing all your BDO Debit Cards and their current status.

You can also access the page anytime through My Accounts > Lock My ATM Debit Card.

3. Slide the toggle button of the card you wish to lock/unlock.

4. A one-time password (OTP) will be sent to your registered mobile number. Enter this into Online Banking to confirm the change.

5. You will get immediate confirmation on your request.


Yes, you can continue to transact with BDO Personal Online, Mobile and Phone Banking using your account. Locking your Debit card will only prevent card-based transactions.


No. You may lock / unlock your card anytime, anywhere, at your convenience.


We are working on making this feature available for all BDO Cards, but as of this moment, ATM lock/unlock is available to ATM Debit Cards only.



UPDATING INFORMATION

Log on to BDO Online Banking and go to:


Profile Maintenance > Customer Information > Update Customer Information


Updating your mobile number online requires ATM activation as an added security feature. Take note of the ATM Activation Code that can be found on the acknowledgment page, email confirmation and SMS sent to you. Activate your request through any BDO ATM by using any enrolled ATM Debit Card, then select:


Other Services > Activate Electronic Banking and enter your ATM Activation Code


For local mobile numbers, examples of acceptable formats are 639171234567 and 09181234567.


For international mobile numbers, please include the country code and area code. For example, 85291512345. If your country code and mobile number is less than 11 digits, add 00 as a prefix.


If you are enrolled with credit cards only, you may call BDO Customer Contact Center hotline at (632) 631-8000. If you are overseas, you may call our toll-free international number at (Int'l. Access Code) + 800-8-631-8000.


If you updated your information online, it will be updated within 2 hours from ATM activation. If you updated your information via Customer Contact Center, it will be updated after 2 banking days.


Log on to BDO Online Banking and go to:


Profile Maintenance > Customer Information > Update Customer Information


Updating your email address online requires ATM activation as an added security feature. Take note of the ATM Activation Code that can be found on the acknowledgment page, email confirmation and SMS sent to you. Activate your request through any BDO ATM by using any enrolled ATM Debit Card, then select:


Other Services > Activate Electronic Banking and enter your ATM Activation Code


If you are enrolled with credit cards only, you may call our Customer Contact Center hotline at (632) 631-8000 or at (Int'l. Access Code) + 800-8-631-8000.


If you are overseas or if you are enrolled with credit cards only, you may call our Customer Contact Center hotline at (632) 631-8000 or at (Int'l. Access Code) + 800-8-631-8000 and talk to any of our Customer Service Officers to request update of your information.



ACCOUNT ENROLLMENT

- Individual or Joint "OR" Peso or USD Savings

- Individual or Joint "OR" Peso Checking Account

- Principal Credit Card


Other accounts that can be enrolled after initial enrollment are:

- Savings Account (Peso/US Dollar/Third Currencies*)

- Checking Account (Peso)

- Time Deposits (Peso/US Dollar/Third Currencies*)

- BDO Cash Card

- BDO Credit Cards or Consumer Loans

- Trust Accounts

- BDO Rewards


*Currencies available include Peso, US Dollar, Australian Dollar, Canadian Dollar, Chinese Yuan, Euro, Great Britain Pound, Hong Kong Dollar, Japanese Yen and Singapore Dollar.

For initial enrollments, go to www.online.bdo.com.ph and click on Enroll Now. For local residents, select "Within the Philippines". Fill out the form and submit. Take note of your ATM Activation Code found on the acknowledgment page, email confirmation and SMS sent to you. Activate in any BDO ATM using the ATM Debit Card that you enrolled.

Select:


Other Services > Activate Electronic Banking then enter your ATM Activation Code


Please login after 1 banking day from activation.


- Individual or Joint "OR" Savings (Peso/US Dollar/Third Currency)

- Individual or Joint "OR" Checking Account (Peso/US Dollar/Third Currency)

- Principal Credit Card

- Time Deposits (Peso/US Dollar/Third Currency)

- BDO Cash Card

- BDO Credit Cards or Consumer Loans

- Trust Accounts

- BDO Rewards


You can enroll the following types of accounts as third party accounts for Funds Transfer transactions:

- Individual or Joint Savings or Checking Account

- BDO Cash Card


Log in Online Banking and select:


Enrollment Services > Own Account > Enroll


Fill up the form and submit. Own account enrollments are activated within 2 hours.


Log in Online Banking and select:


Enrollment Services > Other Person's Account > Enroll


Fill up the form and submit. Activate your enrollment via any BDO ATM. You may start transferring money to Another Person's Accounts within 2 hours from ATM activation.


For initial enrollment overseas, go to www.online.bdo.com.ph and click on Enroll Now. Select "Outside the Philippines". Fill out the form and submit. Expect a call from a BDO Customer Service Officer to verify your enrollment within five (5) banking days. Once activated, a confirmation email will be sent within 2 to 3 banking days. You can immediately log in after you have received this email.


Newly enrolled customers can log into Online Banking 1 banking day after they have completed the required activation at any BDO ATM. The ATM card used must be active and its card number entered in the enrollment. New ATM cards issued on the same day as the enrollment cannot be used for activation yet. Activate the ATM card first by changing its PIN in any BDO ATM and wait for 1 banking day before use.


The enrollment of additional own accounts does not require activation. However, customers need to wait 1 banking day before being able to view account details and balances.


Third party account enrollments require activation in any BDO ATM. The accounts can be used for Funds Transfer transactions within 2 hours.



BILLERS AND BILLS PAYMENT

There are over 300 billers you can pay through BDO Online Banking.


You can select from a complete list displayed in the drop down menu located in the Bills Payment screen.


The cut-off time for immediate Bills Payments is 10pm. 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.


To enroll a bill, select:


Enrollment Services > Company/Biller > Enroll


Enter the account number indicated in the bill as the subscriber number. You can immediately pay your bills after enrollment. The cut-off time for immediate Bills Payments is 10pm. 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.


To enroll Meralco, select:


Enrollment Services > Company/Biller > Enroll > Meralco


Enter the first 11 digits of the ATM/Phone Reference Number as the subscriber number. This is found on the lower left portion of your billing statement.


Select Meralco in the drop down list for "Pay this company/biller". Enter the last 5 digits of the ATM/Phone Reference Number found on the lower left portion of your billing statement. Fill out the form and submit.

Note: System only accepts Meralco payments on or before due date.


Click on "Pay a company/biller that is not yet enrolled". Select any biller in the drop down list after "Company/biller not requiring enrollment". Enter the account number indicated in your billing statement as the subscriber number. Fill out the form and submit. You may also save this biller as an enrolled biller by Clicking on "Conforme".


Select "E-CENSUS (UNISYS)" in your list of billers in the drop down list for "Pay this company/biller". This biller does not require enrollment. Take note of the following when paying this biller:


1.) Enter the Total Amount Due when you are paying for all requests in a batch

2.) Enter the Amount Due of the request when you are paying for a particular request only

3.) Enter the Batch Request Number or Request Reference Number as the Subscriber No.

4.) Enter the Batch Request Number when you are paying for all requests in a batch

5.) Enter the Request Reference Number when you are paying for a particular request only


*Prior to confirming your payment, double-check the amount and the Subscriber Number that you entered against the e-Census document (Acknowledgement page/email/printout).



SEND MONEY

You may Send Money to own accounts or enrolled third party accounts.


Select: Send Money > To Pre-enrolled BDO Account (previously Fund Transfer) > Send Money to Pre-enrolled BDO Account


Fill out the form and submit. An acknowledgment page and an email notification will be sent to you.


For transfer to another person's account, the daily transaction limit is Php1,000,000 for Peso Transfers and USD20,000 for US Dollar Transfers.


Select Send Money from the Navigate Menu and click on the desired option: Send Money To Any BDO Account, Send Money to a Contact, Send Money Via Cash Pickup, Send Money Via Cash Door To Door, Send Money Credit To Account With Other Banks, and Send Money Via Wire Transfer.


You may Send Money to Any BDO Account without having to enroll the destination account. Enter any BDO checking or savings account as the destination account. You will then be required to enter a One Time Password (OTP) to complete the transaction. The amount will be credited real-time and this is free of charge. The daily limit is P10,000.00 or 10 transactions, whichever comes first.


A Contact is either a mobile number or an email address linked to an account number. Instead of inputting the destination account number when sending money, you will input the recipient's mobile number or email address. The amount will be credited real-time and this is free of charge. The daily limit is 10,000.00 pesos or 10 transactions, whichever comes first.


To enroll or nominate a Contact, select: Send Money > To Contact (via Email or Mobile) > Link/Unlink Contacts.


If you select your mobile number as your Contact, you will be asked to enter a One Time Password (OTP) to complete your enrollment. If you select your email address, you will be asked to input an approval code which is sent to your email to complete your enrollment. You can immediately receive money via Contact after enrollment.


To Send Money to Contact, select:

Send Money > to Contact (via Email or Mobile) > Send Money


Then input the mobile number or email address of your beneficiary. You will then be required to enter a One Time Password (OTP) to complete the transaction. The amount will be credited real-time and this is free of charge. The daily limit is 10,000 pesos or 10 transactions, whichever comes first.


One online account can have up to a maximum of 3 Contacts: mobile number, email address, and alternate email address. Note that if you did not register an alternate email address in your online banking, you can have up to a maximum of 2 Contacts.


Your beneficiary may claim the remittance at any BDO Branch, SM Business Service Center, Rural Banks Affiliated with BDO and Other Cash Pickup Partners nationwide. Select Pick Up At BDO Branch for Settlement Type and Pick Up Cash Anywhere for Transaction Type. Then input the required Sender and Receiver information. You will then be required to enter a One Time Password (OTP) to complete the transaction. Transaction fee for this service is Php 100. Php 150 for Cebuana Lhuillier and M. Lhuillier.The money will be available within 1 hour.


The money can be picked up by your beneficiary at any of the following:


- Any BDO Branch

- Any Rural Bank Affiliated With BDO

- SM Business Service Centers

- Other Cash Pick Up Partners (Please see the list for Other Cash Pick Up Partners by accessing the website, https://www.bdo.com.ph/personal/remittance-services/cash-pick-up-anywhere)

- Cebuana Lhuillier

- M. Lhuillier


Remittances will be delivered directly to your beneficiary's delivery address. Select Door To Door for Settlement Type and Door-To-Door Cash Delivery for Transaction Type. Then input the required Sender and Receiver information including your beneficiary's address. You will then be required to enter a One Time Password (OTP) to complete the transaction. There is a transaction fee of 200 pesos. The cut-off time for this service is 10:00 AM.


For transactions performed on or before 10:00 AM availability of funds are as follows:


Metro Manila: within the day

Nearby provinces: within 1 to 2 days

Other provinces: within 1 to 7 days


On cases when the beneficiary is not available when door-to-door remittance was delivered, the remittance will be cancelled and credited back net of the service charges within 1 to 2 banking days.


Remittances will be credited directly to your beneficiary's account in another local bank. Select Credit To Another Local Bank for Settlement Type and Credit To Other Bank for Transaction Type. You can only send money to a Philippine bank. Input the required Sender and Receiver information including your beneficiary's account number and bank. Then select the bank code listed in the drop down menu for "Other Bank Code/Name". You will then be required to enter a One Time Password (OTP) to complete the transaction. There is a transaction fee of 100 pesos for this service. The cut-off time for this service is 2:00 PM.


Transactions received on or before 2:00 PM will be credited to the account on the same banking day. If after 2:00 PM, the amount will be credited on the next banking day. If transaction was made on a weekend or holiday, the amount will be credited on the next banking day.


On cases when the transaction was rejected by the paying bank, the remittance will be cancelled and credited back net of the service charges within 3 to 4 banking days.


Wire Transfer allows you to transfer funds from your US Dollar accounts to accounts in other local and foreign banks in any currency. Select Send Money Via Wire Transfer then Send Money. If you do not have a saved template, click on "Proceed without a template". You will need to enter your remitter details as well as details for beneficiary bank.


There is a transaction charge of 10 USD plus other fees that the beneficiary bank may require. There is an additional 25 USD charge for foreign bank if you select 'On-Us' in the Charge Type Field. The cut-off time for this transaction is 12 noon.


Send Money transactions performed on weekends and holidays will be processed the next banking day.


OTP GENERATOR

The OTP Generator is a BDO Mobile App feature that instantly generates the One Time Password (OTP) instead of waiting to receive it via SMS. The OTP is displayed on the BDO Mobile App screen and can be used right away for logging in and for transacting in Online Banking. The OTP will refresh every 30 seconds. This feature does not require internet connection.


Install the BDO Mobile App on your smart phone via Apple App Store or Google Pay Store. Log in your BDO Mobile App and go to Settings. Turn on the OTP Generator.


Once the OTP Generator is turned on, you will no longer automatically receive OTP via SMS. However, you can still prompt to receive OTP via SMS as an option each time you see the OTP entry screen.



HOW DO I GET IN TOUCH WITH BDO?

You may access BDO Phone Banking by dialing the following numbers:

-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 (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

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.:

Australia - International Telephone Companies (Optus Telestra) - IAC (0011)

Austria - International Telephone Companies (Telecom Austria) - IAC (00)

Belgium - International Telephone Companies (Belgium) - IAC (00)

Brazil - International Telephone Companies (Embratel) - IAC (0021)

Canada - International Telephone Companies (Teleglobe) - IAC (011)

Cyprus - International Telephone Companies (Cyta) - IAC (00)

Finland - International Telephone Companies (Sonera) - IAC (00)

France - International Telephone Companies (France Telecom) - IAC (00)

Germany - International Telephone Companies (DTAG) - IAC (00)

Hawaii - International Telephone Companies (GTE Hawaiian Tel. Co.) - IAC (011)

Hongkong - International Telephone Companies (Reach) - IAC (001)

Ireland - International Telephone Companies (Telecom Eircom) - IAC (00)

Israel - International Telephone Companies (Bezeq) - IAC (014)

Italy - International Telephone Companies (Telecom Italia) - IAC (00)

Japan - International Telephone Companies (Japan TelecomKDDNTT) - IAC (010)

Korea - International Telephone Companies (Korea Telecom) - IAC (001)

Malaysia - International Telephone Companies (Telecom Malaysia) - IAC (00)

Netherlands - International Telephone Companies (KPN Intl.) - IAC (00)

New Zealand - International Telephone Companies (TNZL) - IAC (00)

Norway - International Telephone Companies (Telenor) - IAC (00)

Singapore - International Telephone Companies (Singtel) - IAC (001)

Spain - International Telephone Companies (Telefonica) - IAC (00)

Switzerland - International Telephone Companies (Swisscom) - IAC (00)

Thailand - International Telephone Companies (CAT) - IAC (0001)

Taiwan - International Telephone Companies (Chungwa Telecom) - IAC (00)

UK - International Telephone Companies (BTC&W) - IAC (00)

USA - International Telephone Companies (AT&TMCISprint) - IAC (011)


SECURITY FEATURES

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

Authentication - Authentication ensures that only authorized users can access the BDO Personal 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 Personal 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 Personal 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.

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.

Change your BDO Personal Online Banking Password online.

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


SYSTEM REQUIREMENTS - OPTIMIZING YOUR ONLINE EXPERIENCE

A desktop/netbook/tablet PC with the following browser specifications:
Best viewed on Internet Explorer 9.0, Firefox 24.0, Chrome 29.0, and Safari 5.0.1 or higher versions

Consult your organizations Internet security personnel for the correct settings and before changing these settings.

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.


BDO Unibank, Inc. © 2015. All Rights Reserved
Version 2011-06-03