General Information

1. What is PNB Digital Banking?

   PNB Digital Banking is the online banking channel being offered to PNB bank customers. It allows you to do your routine banking transactions like paying bills, transferring funds and inquiring about your account balance securely using your desktop/laptop/tablet computer through PNB Internet Banking or with your mobile device through the PNB Mobile Banking App.

2. What can PNB Digital Banking do for me?

   With PNB Digital Banking, you can:

   • Monitor your account balances and transactions for your deposit accounts
   • Transfer funds between PNB accounts and to other local banks
   • Pay your bills
   • Order check books
   • View transaction history
   • Open and manage your UITF investments (Currently for Internet Banking Only)

    
3. Who can enroll in PNB Digital Banking?

   PNB customers with the following type of accounts can enroll in PNB Digital Banking:

   • ATM/Debit Mastercard Savings Accounts
   • Passbook Savings Accounts
   • Checking Accounts
   • Pensioner accounts (SSS/GSIS)
   • Joint/OR Accounts
   • PNB Credit Card (Primary Cardholders)

   *Corporate and Joint/AND accounts are not eligible to register.

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Registration

1. Where can I register for a PNB Digital Banking user account?

   You can register for a PNB Digital Banking user account either through PNB Internet Banking or the PNB Mobile App.

   • For PNB Internet Banking, go to the PNB Website (www.pnb.com.ph) and click on the online banking login link in the main menu. Under Personal Account, click “Enroll Here”.
   • For the PNB Mobile Banking App, you may download the app in the App Store or Google Play depending on your device. Once downloaded, open the app and tap Sign Up.
2. What are the steps in registering?
   1. Register using your Peso ATM/Debit Mastercard
      
      1. Click/Tap SIGN-UP in the login page then select SIGN-UP USING ATM CARD.
      2. Select Account Type then input your Card Number and PIN.
      3. Create your User ID and Password. Ensure that your mobile number and email address are entered correctly.
      4. Input the 6-digit One-Time-PIN (OTP)sent to your registered mobile number.
      5. The first time you login, you shall be asked to enter the Online Activation Code (OAC). The OAC is sent to your registered email address.
   2. Register through your PNB Branch of Account
      
      1. Visit your branch and accomplish the Digital Banking Enrollment Form (DBEF).
      2. Once the branch processes your enrollment, anSMS PIN shall be sent you registered mobile number. This SMS PIN shall be used to complete your registration.
      3. Click/Tap SIGN-UP in the login page then select SIGN-UP USING AN SMS PIN (BRANCH ENROLLMENT).
      4. Enter the account number, the SMS PIN you received and your mobile number starting with the country code. (Ex. 63917XXXXXXX)
      5. Create your User ID and Password. Ensure that your mobile number and email address are entered correctly.
      6. The first time you login, you shall be asked to enter the Online Activation Code (OAC). The OAC is sent to your registered email address.
3. What if I did not receive an Online Activation Code?

   You can register again using the same credentials you have previously used. The username you entered the first time can no longer be altered. The Online Activation Code shall be resent to your registered email address.

4. Do I have to register a separate account for PNB Internet Banking and the PNB Mobile Banking app?

   There is no need to register separately. Only one username and password is needed for you to access your accounts to either PNB Internet Banking or the PNB Mobile Banking App.

5. Can I change my username and password?

   You are only allowed to change your password. To change your password, go to “Settings → Change Password.”

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Getting Started

1. How do I add my other deposit accounts?
   • In the MY ACCOUNTS Page, go to ACCOUNT SERVICES (Internet Banking) or click the three-dotted OPTIONS button at the upper right corner (Mobile App)
   • Click ADD ACCOUNTS
   • Enter One-Time-PIN (OTP)
   • Choose desired account to be enrolled and wait for confirmation
2. I cannot see my desired account in the ADD AN ACCOUNT page.

   The following are the possible reasons:

   • Your desired account is not qualified for linking, i.e. Joint/And Accounts and Corporate Accounts
   • There might be a system issue with your desired account. Contact your maintaining branch for assistance
3. How do I enroll my PNB Credit Card in PNB Digital Banking?
   • In the MY ACCOUNTS Page, go to ACCOUNT SERVICES (Internet Banking) or click the three-dotted OPTIONS button at the upper right corner (Mobile App)
   • Click ENROLL CREDIT CARD
   • Input Credit Card details
   • Enter One-Time-PIN (OTP) and wait for confirmation

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Account Inquiries

1. How can I inquire about my account balance?

   Your account balances shall be instantly displayed after you have successfully logged in. You can view a detailed balance inquiry by choosing a specific account.

2. How can I inquire about past transactions of my deposit account(s)?

   Clicking on an account in the MY ACCOUNTS page. Scroll down to view up to two (2) months of past transactions.

3. What credit card account information will I be able to view?

   You will be able to view your card’s available limit, outstanding balance, payment details as well as your statement and unbilled transactions.

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Transfer of Funds between PNB Accounts

1. How Do I Transfer Funds?

   • Click/TAP TRANSFER FUNDS on the Menu bar

   • Choose source account for transfer

   • Choose destination account

   • Enter details and amount

   • Confirm and enter One-Time-PIN (OTP) sent to your registered mobile number.

2. Is there a limit on the amount that I can transfer?

   There is no limit on the amount you may transfer as long as your available balance is sufficient.

3. Do I need to enroll the third-party PNB accounts I wish to transfer funds to?

   You are not required to enroll a third party PNB account when transferring funds. However, you are encouraged to save the account details so you don’t have to key in the account number the next time you execute a fund transfer. Note that a One-Time-PIN (OTP) is required to make a transfer to a third party account.

4. Can I transfer from a peso account to a foreign currency account and vice-versa?

   At present, PNB only allows fund transfer transactions between two accounts of the same currency.

5. How fast can funds be transferred?

   The recipient shall be able to receive the funds immediately after the successful transaction of fund transfer.

6. Is there a fee for transfers between PNB accounts?

   • For transfers to your OWN PNB account – FREE
   Please be reminded to add your other PNB deposit accounts for online access before selecting this transfer option.

   • For transfers to a third-party PNB accounts – You are entitled to three (3) FREE third-party fund transfer transactions per week. The fourth (4th) and succeeding transfers made during the same week shall be charged a fee of Php 15.00. Fee shall be automatically debited from the source account starting on the fourth (4th) transaction of the week.
   If you have already performed three (3) third-party transfers in a week, your next FREE transfer will start at 12AM Monday of the following week.

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Transfer of Funds to Other Local Banks (PESONet)

1. What is PESONet?

   PESONet is an interbank funds transfer service to participating local banks and e-money issuers within the Philippines. They are available to all PNB Internet Banking and PNB Mobile Banking App users with Peso-denominated savings and current accounts.

   PESONet allows depositors to perform non-time sensitive fund transfers with same-banking day credit to the payee account subject to cut-off.

2. How do I perform a PESONet transaction using the PNB Mobile Banking App?

   • On the PNB Mobile Banking App or Internet Banking, select Transfer Funds on the main menu

   • For transfers to Other Local Bank, choose either PESONet (same banking day credit subject to cut-off)

   • Select the source account where the amount will be debited

   • Choose either from Saved Payees or add a New Payee

   • Enter the amount and confirm transaction details

   • Input the One-Time PIN (OTP) sent via SMS to complete transaction. A successful transaction notification shall be sent to your registered email and mobile number

3. Is there a cut-off time for a PESONet funds transfer transaction?

   The transfer request should be made by 2PM for same-banking day transmittal to the receiving bank. Transfer requests received after cut-off, on holidays or weekends will be processed for transmission to the receiving bank on the next banking day.

   Within the cut-off time, PNB shall send the funds transfer instruction to the receiving bank on or before 4PM. Credit to the payee account is dependent on the processing of the receiving bank. Please inform your payee to coordinate with their bank of account to check if the funds have been credited.

4. How much can I transact?

   You may transfer up Php100,000 per transaction.

5. Are there any applicable fees for a PESONet funds transfer?

   PESONet transfers are subject to a fee of Php30 per transaction. The fee shall be automatically debited from the nominated source account after successful OTP confirmation.

6. Will there be instances for unsuccessful credit to the receiving bank?

   The final credit to the payee account may not be successfully processed by the receiving bank for several reasons such as:

   • Invalid payee account number (may be incorrect, closed, dormant, blocked, frozen)

   • There is a mismatch in the name of the payee account from the name submitted

   • The currency of the payee account is not a qualified PHP account

   Please ensure to obtain the correct account information to avoid delays in the credit to the payee account.

7. Can I request a cancellation of a PESONet funds transfer transaction?

   Once your account has been debited, the transaction made via PNB Internet Banking or the PNB Mobile Banking App is final and can no longer be cancelled.

8. How will the funds be returned to me if it was not credited to the receiving bank?

   The transfer amount, net of transaction fee, will be credited bank to your source account as soon as the funds are returned to us by the receiving bank.

9. I made a transfer to the wrong payee account. How do I attempt to recover the funds?

   As long as a valid payee account number is provided, the transaction will be final and can no longer be cancelled. We encourage you to obtain the correct account information from your payee to make your transaction hassle-free.

10. Who are the participating institutions?

    Al-Amanah Islamic Investment Bank

    Asia United Bank

    ANZ

    BDO

    Bangkok Bank

    Bank of America

    Bank of China

    Bank of Commerce

    BPI

    Bank of Tokyo-Mitsubishi

    Chinabank Savings

    Chinabank

    CIMB Bank Philippines, Inc.

    Citibank

    CTBC Bank

    DCPAY Philippines (COINS.PH)

    Deutsche Bank

    Development Bank of the Philippines

    Dungganon Bank

    Eastwest Bank

    Equicom Savings Bank

    First Consolidated Bank

    HSBC

    Industrial Bank of Korea

    ING Bank N.V.

    JPMorgan Chase Bank

    KEB Hana Bank

    Land Bank of the Philippines

    Maybank

    Mega Intl Commercial Bank

    Metrobank

    Mizuho Bank

    Philippine National Bank

    PBCOM

    PS Bank

    Philtrust Bank

    Producers Savings Bank Corporation

    Veterans Bank

    RCBC

    Robinsons Bank

    Security Bank

    Shinhan Bank

    Sterling Bank of Asia

    Sumitomo Mitsui Banking Corp

    Standard Chartered

    UnionBank

    UCPB

    United Overseas Bank

    Wealth Development Bank

    Yuanta Savings Bank

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Transfer of Funds to Other Local Banks (InstaPay)

1. What is InstaPay?

   InstaPay is an interbank funds transfer service to participating local banks and e-money issuers within the Philippines. They are available to all PNB Internet Banking and PNB Mobile Banking App users with Peso-denominated savings and current accounts.

   InstaPay provides 24/7 real-time crediting of funds. The payee account shall instantly receive the funds once the transaction is completed.

2. How do I perform an InstaPay transaction using the PNB Mobile Banking App?

   1. On the PNB Mobile Banking App or Internet Banking, select Transfer Funds on the main menu

   2. For transfers to Other Local Bank, choose InstaPay (real-time credit)

   3. Select the source account where the amount will be debited

   4. Choose either from Saved Payees or add a New Payee

   5. Enter the amount and confirm transaction details

   6. Input the One-Time PIN (OTP) sent via SMS to complete transaction. A successful transaction notification shall be sent to your registered email and mobile number

3. Is there a cut-off time for an InstaPay funds transfer transaction?

   There is no cut-off. You can transfer funds 24/7 with real-time credit to payee account.

4. How much can I transact?

   You may transfer up Php50,000 per transaction.

5. Are there any applicable fees for interbank funds transfer?

   InstaPay transfers are subject to a fee of Php50 per transaction. The fee shall be automatically debited from the nominated source account after successful OTP confirmation.

6. How soon are funds credited to the receiving bank?

   The funds will immediately be credited to the payee account.

7. Will there be instances for unsuccessful credit to the receiving bank?

   If in case the transaction was successful and yet the funds have not been credited to the payee account, this will be subject to the receiving bank’s crediting.

   Possible casuses:

   • Host is down

   • Bancnet connection is down

   • Receiving bank is down

   Funds are expected to be credited to the payee account within the next banking day.

8. Can I request cancellation of an InstaPay funds transfer transaction?

   Once your account has been debited, the transaction made via PNB Internet Banking or the PNB Mobile Banking App is final and can no longer be cancelled.

9. How will the funds be returned to me if it was not credited to the receiving bank?

   For failed transactions, no credit shall be made to the payee account. If the source account was debited for the transfer amount and transaction fee, they will be credited back on the next banking day.

10. I made a transfer to the wrong payee account. How do I attempt to recover the funds?

    As long as a valid payee account number is provided, the transaction will be final and can no longer be cancelled. We encourage you to obtain the correct account information from your payee to make your transaction hassle-free.

11. Who are the participating institutions?

    • Asia United Bank

    • BDO

    • Bank of Commerce

    • BPI

    • Chinabank Savings

    • Chinabank

    • CTBC Bank

    • Development Bank of the Philippines

    • Dungganon Bank

    • Eastwest Bank

    • Equicom Savings Bank

    • G-Cash

    • ISLA Bank

    • Malayan Bank

    • Maybank

    • Metrobank

    • OmniPay

    • Partner Rural Bank (Cotabato)

    • PayMaya

    • Philippine National Bank

    • Philippines Business Bank

    • PBCOM

    • PS Bank

    • Philtrust Bank

    • Veterans Bank

    • PNB Savings Bank

    • RCBC

    • RCBC Savings Bank

    • Robinsons Bank

    • Security Bank

    • Sterling Bank of Asia

    • Sun Savings Bank

    • UnionBank

    • UCPB

    • UCPB Savings Bank

    • Yuanta Savings Bank

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Paying Bills

1. How Do I Pay Bills?

   • Click PAY BILLS on the Menu bar

   • Choose source account for payment

   • Choose biller to pay

   • Enter amount and reference number

   • Confirm and enter One-Time-PIN (OTP) sent to your registered mobile number

2. Is there a limit on the bill amount that I can settle?

   There is no limit on the bill amount as long as your available balance is sufficient.

3. Shall I get a confirmation receipt that my bills payment transaction is successful?

   Yes. You shall be sent an email confirmation for every successful bills payment.

4. Can I save a biller and my subscriber number so that I don’t have to input the details again the next time I pay my bills?

   Yes. Upon doing a Bills Payment transaction with a new biller, you shall be asked whether to save the new Biller’s details (Biller Name, Subscriber Number and Alias) or not. You are encouraged to save the Biller’s details for your convenience so you don’t have to key in the same details every time you pay your bills.

5. Can I change or cancel a bill payment?

   Payments cannot be cancelled or changed if the transaction has been successfully processed.

6. How soon shall my payment get posted?

   Posting of payment shall depend biller’s cut-off time.

7. Is there a fee for Bills Payment service?

   There is no fee for Bills Payment service.

8. How do I report a Bill Payment problem?

   You can report transactional problems/errors by contacting PNB through Customer Care (632) 573-8888 / customercare@pnb.com.ph)

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Order Checkbook

1. How Do I Order a Checkbook?
   • Select the checking account in the MY ACCOUNTS page
   • In the ACCOUNT DETAILS page, click on the SERVICES button (Internet Banking) or the three-dotted OPTIONS button (mobile app) located at the upper right corner of the page.
   • Select ORDER CHECKBOOK
   • In the order page, input the quantity of checkbooks
   • Click Order to process

2. How long shall it take for me to receive my checkbook after ordering?

   You claim the checkbook from your branch of account after 18 banking days.

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PNB Mobile Banking App

1. How can I download PNB Mobile Banking App?

   You can download the PNB Mobile Banking App for free at the App Store®or Google Play™. You can find the app by typing in “PNB Mobile Banking App” in the search bar.

2. What are the system requirements?

   The PNB Mobile Banking App can be downloaded on mobile devices that support the following operating systems:

   • Apple® Devices with iOS 9.0 and above
   • Android™ powered devices (Kitkat up to Nougat)

   The app shall not work on mobile devices that are jailbroken/rooted

3. How many mobile devices can I use with the app?

   You can register a maximum of three (3) devices to access your account in PNB Mobile Banking App.

4. Can I switch to a new device if I already have three (3) registered mobile devices?
   

   Yes, you can but first delete a registered mobile device by going to “Settings Registered Device Remove.”. Once deleted, you may download and login to the app using your new device.

5. What should I do if my mobile device gets lost/stolen?

   Visit your branch of account or call the bank’s customer service at (632) 573-8888 and request for removal of the registered device in PNB Mobile Banking App.

6. How do I activate Touch ID on my PNB Mobile Banking App?
   • Register your fingerprint on your mobile device
   • Log-in to the app
   • Go to SETTINGS and tap TOUCH ID
   • Toggle button to the right
   • Click done and log-in again
7. If my fingerprint gets rejected, is there another way to log in?

   You can still log in by using your username and password. Enabling the Touch ID shall not interfere with the regular log in method.

8. What is Quick Balance?

   It is a feature in the PNB Mobile Banking App in which you can be able to instantly view a snapshot of your account balances without even having to login to the app.

9. Can I be able to view my transaction history in Quick Balance?

   You can only be able to access the current balance of your account. If you wish to view your transaction history or do other financial transactions, you need to login to the app.

10. How do I activate Quick Balance?

    Log in to the app then go to “Settings Quick Balance”. Select the account(s) you wish to activate.

11. What are the other features of the PNB Mobile Banking App?

    The following features are available for you without even having to login to the app:

    • Locate Us – Find the nearest PNB branch or ATM in your location. Ensure that your Location settings in your mobile device is activated.
    • Products – Learn more about PNB’s deposit, loan and credit card products
    • Promotions – Find the nearest PNB branch or ATM in your location. Ensure that your Location settings in your mobile device is activated.
    • FX Rates – Get the latest foreign exchange rates
    • Contact Us – Know how to reach us through phone, email or even via Skype.