Philippine National Bank Corporate Website - Mobile Banking System FAQ's

Mobile Banking System FAQ's

General Information

Getting Started with PNB Mobile Banking

Account Inquiries

Paying Bills

Transfer of Funds

Other Services Offered

Problems Encountered and Actions to be Taken

About Security

General Information

What is PNB Mobile Banking Service (MBS)?
PNB Mobile Banking System is an electronic service offered to PNB depositors who are Globe subscribers to do routine banking transactions using a mobile phone. With PNB Mobile Banking, you can pay your bills, transfer funds or inquire your account balance right away from wherever you are.

Why should I use PNB Mobile Banking?
PNB Mobile Banking allows you to gain access to banking services anytime, anywhere. MBS offers you the convenience of mobility that other channels do not provide. No need for you to queue at the branch or look for a land line or have internet access to perform simple banking transactions. While you are stuck in traffic for instance, or currently enjoying your vacation at the beach, as long as there is a Globe cell site in the area, you can do banking with us.
What can PNB Mobile Banking do for me?
With PNB Mobile Banking, you can:
- Inquire on your account balances and last transactions/remittances
- Transfer funds immediately to family and friends
- Pay your bills anywhere you are
What accounts can I enroll in PNB Mobile Banking?
You may enroll your Peso and Dollar Checking/Savings Account and Term Deposit Account.
However, only active accounts may be enrolled. Dormant accounts cannot be enrolled in any of our electronic banking facilities. If you want to know how to lift the dormant status of your account, please contact your maintaining branch.
Who can enroll in PNB Mobile Banking?
Any PNB individual account holder with active or new account status and has a Globe Post-paid/Pre-paid mobile subscription can enroll in Mobile Banking.
Joint "and/or" and "or" accounts are also allowed to be enrolled in any of the electronic banking service while joint “and” accounts are no longer allowed. Each member of the joint "and/or" and "or" accounts has to enroll individually and separately using different mobile number and Mobile PIN to the MBS.

Single proprietorships and partnership accounts cannot be enrolled in Mobile Banking.
Can I enroll two or more of my accounts using one mobile number?
Yes. You may enroll all your accounts using one mobile number.
Is there a fee for Mobile Banking?
You will be charged a text fee of P2.50 per successful transaction by Globe Telecom. However, there will be corresponding tariff for doing specific transactions in any of our electronic channels like multiple fund transfers in a given month. All other PNB services are free until further notice.

What is an account tag?
To ensure security, you will not use your actual account number in your mobile banking transactions. Instead, your accounts will be identified by an account tag. An account number may have 2 (two) account tags – one, assigned by you during enrollment (3 to 6 alphanumeric characters) and the other, system-defined.

Getting Started with PNB Mobile Banking

How do I register with PNB Mobile Banking?
You must first enroll by visiting any PNB branch where you will be asked to fill up an “Electronic Banking Enrollment Form” and present at least 1 valid ID in order to verify your identity. Wait for this text message advising you that you may already register your Mobile Banking account:
“Thank you <first name> for enrolling in PNB Mobile Banking Service. Approved Accounts: acct tag 1 acct tag 2; acct tag 1 acct tag 2. To register, pls text REG to 2896.”

Once you receive the message, you must text “REG” to 2896. Upon successful registration, you are going to receive this text confirmation: “Welcome <first name>! You are now registered. To use the Mobile Banking Service, pls change your MPIN. Text CHG <old MPIN> <new MPIN> to 2896.P2.50/txn.”

You are required to change your MPIN before you can use the Mobile Banking service. You will again receive a text message to confirm that your change of MPIN has been completed:

”Thank you <First Name> for using PNB Mobile Banking Service. Your MPIN has been successfully changed. P2.50/txn”
Is there an Average Daily Balance (ADB) to access Mobile Banking?
NO, there is NO ADDITIONAL ADB requirement. When you decide to enroll in any and all of our electronic facilities, you will see the terms and conditions for the facility and such terms and conditions will NOT require additional ADB.

Account Inquiries

How can I inquire about my account balance?
To inquire about your account balance, text “BAL <Account Tag>” to 2896.
Can I also inquire about my past transactions thru Mobile Banking?
You can inquire up to 5 of your most recent transactions, just text “LIST5 <account tag>” to 2896.
Can I inquire if my remittance has arrived thru Mobile Banking?
To know your last remittance transaction, text “REM <account tag>” to 2896.
Can I view all my accounts enrolled in Mobile Banking?
To view your accounts, text “LIST” to 2896.
Can I request for account statements using Mobile Banking?
No. This service is not yet available in Mobile Banking.

Paying Bills

How can I pay my bills through PNB Mobile Banking?
To pay your bills, text “PAY <sender account tag> <Institution/Biller/Merchant Code> <Amount> <Subscriber Number>” to 2896. This service is for peso accounts only. Bills Payment is not limited to own bills, you can pay for the bills of your relatives and friends using your account as long as you are enrolled in Bills Payment.
Is there a limit on the bill amount that I can settle?
No, you can settle any bill amount as long as your account balance is sufficient (net of uncleared funds and amount on hold).
Do I need to enroll my merchant subscriber numbers in order to do bills payment?
Yes. You need to enroll your merchant subscriber numbers in order to pay your bills via mobile banking. For your convenience, you may assign an alias or subscriber account tag for your bills during enrollment so you don’t have to key in your subscriber numbers every time you pay your bills. There is no limit as to the number of merchants that you can enroll.
What is an alias or subscriber account tag?
The client has the option to assign an alias (3 to 6 alphanumeric characters) for the subscriber number during enrollment and then use this alias rather than the actual subscriber number while doing a bills payment transaction in MBS.

Can I view a list of all the merchants I have enrolled in Mobile Banking?
To view all merchants, text “LISTPAY” to 2896.

Merchant Name	Keyword
Adamson University	ADAMSON
Allied Bank MC / PNB Mastercard	ALLIEDBNK/PNBMC
Ateneo de Zamboanga Univ. (ADZU)	ADZU
Century Communities Corp.	CCC
Citibank	CTBNK
ePass Reloading - CITRA	EPASS
FLT Prime Insurance Corporation	FLTPRIME
Globe	GHP
Innove	INNOVE
Manila Water Company, Inc. (MWCI)	MWCI
PNB Beneficial Life Insurance	BENLIFE
St. Peter Life Plan, Inc.	STPETER
Sterling Paper	STERLING
Sunlife Financial Plans	SUNLIFEFP
Sunlife of Canada	SUNLIFE
University of the East	UE

Additional merchants will also be available soon. Please call our Customer Service to check on any updates by dialing our phone banking number 573-8888, then select 1 or 2 for Taglish or English, then press 4 for Internet Banking and other Electronic Banking Products Inquiry.

Transfer of Funds

How can I transfer funds using PNB Mobile Banking?
To transfer funds, text “SEND <sender account tag> <amount> <recipient account tag> <msg for recipient>” to 2896.
Do I have to enroll the accounts I wish to transfer funds to?
Yes. You need to enroll your target accounts in MBS.
Is there a Fund Transfer limit?
No, you can transfer any amount as long as your account balance is sufficient (net of uncleared funds and amount on hold).
When will the recipient receive the funds I transferred?
The recipient will be able to receive the funds immediately after the successful transaction of fund transfer. However, if you transfer funds beyond 9 p.m. the transfer will be reflected on the next banking day.
Can I make a fund transfer on a non-banking day?
Yes. The facility allows you to make transactions beyond banking hours and on non-banking days (e.g. Saturday, Sunday, holidays).
Can I transfer funds from my PNB account to an account maintained at another bank?
Fund transfer service via our Mobile Banking facility is currently limited among PNB accounts.
Can I transfer funds from my peso account to a dollar account and vice-versa?
At present, we only allow fund transfer transactions between two accounts of the same currency.

Other Services Offered

Can I reorder checkbooks via Mobile Banking?
No. This service is not yet available in Mobile Banking.
Can I change my Mobile Banking PIN (MPIN)?
Yes. For your protection, we also encourage you to change your MPIN regularly, to do this:

Text CHG <current MPIN> <new MPIN> to 2896. When providing a new MPIN, you cannot use your previous MPIN as the system will not allow this.
Can I suspend my Mobile Banking service?
To suspend your Mobile Banking service, text “SUS” to 2896.
Can I still reactivate my Mobile Banking service after requesting for suspension?
Yes, you may still reactive your Mobile Banking access, to do this: Text “ACT” to 2896.
How do I contact PNB Customer Service if I still have other inquiries or concerns for PNB Mobile Banking?
You can talk to our Customer Service by calling (02) 573-888, then press 1 for Taglish or 2 for English, then press 4 for Internet Banking and other Electronic Banking Products Inquiry.

Problems Encountered and Actions to be Taken

What will I do if I forgot my MPIN?
You can go to any PNB branch to reset your MPIN or call PNB Customer Service. After reset of MPIN the system will require you to change your MPIN before you can use the Mobile Banking Service.
How do I unblock my access to PNB Mobile Banking?
You can unblock your access by calling PNB Customer Service or by going to any PNB branch. Your identity will be verified before the request will be processed.
What should I do if my mobile phone got lost or was stolen?
You need to coordinate immediately with your maintaining branch to disenroll your account or call our Customer Service (Mondays to Fridays from 8am-5pm) for assistance by dialing our phone banking number (632) 573-8888, select option 1 or 2 for Taglish or English, then press 4 for Internet Banking and other Electronic Banking Products Inquiry.

About Security

How secure is Mobile Banking with PNB?
The facility requires you to enter a 6-digit Mobile PIN (MPIN) for all financial transactions to ensure that no unauthorized person(s) can access your mobile banking account.
Can anybody else access my accounts through the PNB Mobile Banking?
No, unless you divulge your MPIN. By law, the MPIN allows us to identify you as the valid owner of the account. We advise you never to divulge your MPIN to anyone nor write it down where people could see it. For ADDITIONAL security, you may want to regularly change your MPIN.

Here are more tips to keep your mobile transactions secure:
1. DO NOT store your MPIN and Account Tag on your mobile phone; immediately delete such information stored in the Sent folder of your phone.
2. DO NOT let others use your phone registered in Mobile Banking. In case of lost or stolen lost mobile phones, immediately notify the Bank to deactivate your access in the facility.
3. Avoid doing your mobile banking transactions in public places. Should you, however, need to do so, make sure there is no one near you or who could look over your shoulder to see what you are typing.
4. Keep a record of the transaction reference number as proof for every mobile banking transaction you have made.
  (Reference: BSP Circular 542)
Can my access to PNB Mobile Banking be blocked?
Yes. Access to the Mobile Banking can be blocked after providing an incorrect MPIN for three (3) consecutive times.

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