Philippines

Internet Banking System FAQs

General Information

  1. What is PNB Internet Banking Service (IBS)?
  2. Why should I use PNB Internet Banking?
  3. What can PNB Internet Banking do for me?
  4. What accounts can I enroll in PNB Internet Banking?
  5. Who can enroll in PNB Internet Banking?
  6. Can I enroll two or more of my accounts?
  7. Is there a fee for Internet Banking?
  8. Can I enroll my Budget Checking account in Internet Banking?
  9. Can I still access PNB Internet Banking when I go abroad?
  10. Can I open a PNB deposit account online?

Getting Started with PNB Internet Banking

  1. What are the system requirements to access PNB Internet Banking?
  2. How can I access PNB Internet Banking?
  3. How do I register with PNB Internet Banking?
  4. Is there an Average Daily Balance (ADB) to access Internet Banking?

Account Inquiries

  1. How can I inquire about my account balance?
  2. How can I inquire on past transactions?

Paying Bills

  1. How can I pay my bills through PNB Internet Banking?
  2. Is there a limit on the bill amount that I can settle?
  3. Do I need to enroll my merchant subscriber numbers in order to pay my bills online?
  4. What bills can I pay through the Internet Banking?

Transfer of Funds

  1. How can I transfer funds using PNB Internet Banking?
  2. Do I have to enroll the accounts I wish to transfer funds to?
  3. Is there a Fund Transfer limit?
  4. When will the recipient receive the funds I transferred?
  5. Can I transfer funds from my PNB account to an account maintained at another bank?
  6. Can I transfer funds from my peso account to a dollar account and vice-versa?

Other Services Offered

  1. How long will I receive my checkbook after requesting thru Internet Banking?
  2. How can I change my password?
  3. How do I contact PNB Customer Service if I still have other inquiries or concerns for PNB Internet Banking?

Problems Encountered and Actions to be Taken

  1. What will I do if I forgot my password?
  2. What will I do if I forgot my username?
  3. How do I unblock my access to PNB Internet Banking?
  4. How do I clear my "cache"?
  5. I was transacting using my internet banking account and I encountered this message: "Your session has expired. Please log in again", what does it mean?

About Security

  1. How secure is Internet Banking with PNB?
  2. Can anybody else access my accounts through the PNB Internet Banking?
  3. Can my access to PNB Internet Banking be blocked?
  4. Is it advisable to access the Internet Banking in public areas?
  5. Does PNB ask my UserID and password via email?

One-Time Password (OTP)

  1. What is a One-Time Password (OTP)?
  2. Do I need to enter an OTP for every funds transfer transaction?
  3. What happens if an OTP is not entered immediately?
  4. What happens if I accidentally input a wrong OTP?
  5. How many times can I regenerate the OTP?
  6. What should I do if I did not receive the OTP?
  7. Will I be able to receive the OTP if my registered mobile number is international?
  8. What is the correct format in encoding my mobile number?
  9. Is the OTP free of charge?

General Information

  1. What is PNB Internet Banking Service (IBS)?
    PNB Internet Banking is one of the electronic channels being offered to PNB account holders. It allows you to do your routine banking transactions like paying your bills, transferring funds and inquiring about your account balance securely through the Internet.

  2. Why should I use PNB Internet Banking?
    PNB Internet Banking allows you to manage your finances at the comfort of your own home or office.

    IBS offers convenience at no additional cost. You need not spend time and money to go to the bank. You can also avoid long queues in the branch so your time will be well-utilized. IBS allows you to do your banking transactions even after the regular banking hours. IBS is like your own personal banking assistant -it can remember to pay bills for you and do your regular funds transfers for your child's allowance, for instance.
     
  3. What can PNB Internet Banking do for me?
    With PNB Internet Banking, you can:
    • Monitor your account balances and transactions
    • Transfer funds immediately to family and friends
    • Pay your bills
    • Schedule payments and fund transfers in advance and program recurring transactions
    • Order checkbooks without going to the bank
    • View, download and print transaction history online
    • Get notification via email or text message to help you effectively monitor your transactions
       
  4. What accounts can I enroll in PNB Internet Banking?
    You may enroll your Peso, Dollar, Euro 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.
     
  5. Who can enroll in PNB Internet Banking?
    The use of Internet Banking is specifically designed for individuals/retail clients (including sole proprietorship accounts).

    Joint "and/or" and "or" accounts may also be enrolled in any of the electronic banking service while joint “and” accounts are not allowed. Each member of the joint "and/or" and "or" accounts has to enroll individually and separately using different usernames and passwords in PNB Internet Banking.

    Partnership accounts and corporate clients may enroll their accounts but thru another electronic channel called Corporate Internet Banking. Please contact your Account Officer or your maintaining branch to assist you in the enrollment process. Please click here to learn more about PNB Corporate Internet Banking or you may also call our Customer Service Representatives at (632) 573-8888 [press option 2 then 4] or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
     
  6. Can I enroll two or more of my accounts?
    Yes. You may enroll as many of your own personal accounts as you like. Once you already have internet banking access, you may enroll additional accounts by clicking “My Accounts" and then "Enroll My Other Accounts" options.
     
  7. Is there a fee for Internet Banking?
    Registration to PNB Internet Banking is free of charge. However, there is a corresponding tariff for doing specific transactions over the Internet such as checkbook requests to be picked up at the branch. All other services are free until further notice.
     
  8. Can I enroll my Budget Checking account in Internet Banking?
    Client may enroll Budget Checking account in Internet Banking but shall be limited for balance inquiry only and cannot be used as a source account for fund transfers.
     
  9. Can I still access PNB Internet Banking when I go abroad?
    Yes. You just need a computer with internet access and compatible browser (see "compatibility" link for list of compatible browsers).
     
  10. Can I open a PNB deposit account online?
    At the moment, we cannot open an account through the internet, however, this feature will be available soon.

    If you are based abroad, our overseas offices can assist you in opening an account to be maintained in the Philippines. You can visit an overseas branch to do this. For our overseas branches' contact information, please click here .

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Getting Started with PNB Internet Banking

  1. What are the system requirements to access PNB Internet Banking?
    The following are the minimum system requirements:
    • PC with Internet connection
    • Microsoft Windows 95 and above operating system versions
    • Browser (Internet Explorer version/s 5.0, 5.5, 6.0 and 7.0; Mozilla Firefox 2.0 & up; and Opera 9.63)
    • Recommended screen resolution: 1024x768
       
  2. How can I access PNB Internet Banking?
    Go to the PNB website (http://www.pnb.com.ph/); locate the section for Personal Account then "Sign in to you account".
     
  3. How do I register with PNB Internet Banking?
    Account Holders who would like to enroll in PNB Internet Banking Service may register online
    > Online registration requires you to specify any of the following:
    • An ATM account
    • A non-ATM account

    You will also be asked to provide your personal details including email address and contact information. You will be required to specify your preferred username and password.

    If you register using your non-ATM account, approval and activation will take place within 24 hours or the next banking day.

    After activation, you can log in to PNB Internet Banking through your username and password. You will be asked also to nominate a challenge question and answer. It is important that you do not share your username and password with anyone.

  4. Is there an Average Daily Balance (ADB) to access Internet Banking?
    NO, there is NO ADDITIONAL ADB requirement to use our electronic facilities. In effect, usage of our electronic channels is free for you. 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. Some transaction charges may apply (at a discounted rate) to ensure the best possible service to you.
     

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Account Inquiries

  1. How can I inquire about my account balance?
    Your account balances will be instantly displayed after you’ve successfully logged in to PNB Internet Banking. You may view a detailed balance inquiry by clicking on the account number of a specific account.
     
  2. How can I inquire on past transactions?
    You may view your past transactions by clicking on the View Detail icon beside each account under the “My Accounts” menu. You may expand your view up to 13 months by specifying the date range. You also have the option to print your transaction history.
     

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Paying Bills

  1. How can I pay my bills through PNB Internet Banking?
    You may pay your bills by clicking on the Bills Payment menu. You may pay your bills based on current date, future date or on a recurring schedule (monthly, quarterly, semi-annually or annually). Bills Payment is not limited to your own bills; you can pay for the bills of your relatives and friends using your account.
     
  2. 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).
     
  3. Do I need to enroll my merchant subscriber numbers in order to pay my bills online?
    You don’t need to enroll your merchant subscriber numbers in order to pay your bills online. However, you are encouraged to save your subscriber numbers as favorites for your convenience, so you don’t have to key in your subscriber numbers every time you pay your bills.
     
  4. What bills can I pay through the Internet Banking?
    The list of allowed merchants is available in the Bills Payment menu.

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Transfer of Funds

  1. How can I transfer funds using PNB Internet Banking?
    You may transfer funds by clicking on the Funds Transfer menu. You may transfer funds based on current date, future date or on a recurring schedule (monthly, quarterly, semi-annually or annually).
     
  2. Do I have to enroll the accounts I wish to transfer funds to?
    Yes, the target account(s) should be enrolled to be able to make a funds transfer. Your own accounts and previously enrolled third party accounts are automatically part of the target accounts list under the Funds Transfer module.  

    To enroll target accounts for funds transfer, simply go to ENROLL ADDITIONAL 3RD PARTY ACCOUNT UNDER THE ENROLLMENT MENU. An activation code will be sent to you via email. Once you receive the email, you will use the activation code contained therein to activate the account you are enrolling. Go to ENROLLMENT, View Additional Third Party Accounts Enrolled Detail, double click on the reference no. then Submit Online the Activation Code. The account will be activated immediately.
     
  3. 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).
     
  4. 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.
     
  5. Can I transfer funds from my PNB account to an account maintained at another bank?
    Fund transfer service via our Internet Banking facility is currently limited among PNB accounts.
     
  6. 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.
     

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Other Services Offered

  1. How long will I receive my checkbook after requesting thru Internet Banking?
    You may drop by and claim the checkbooks at your maintaining branch after three (3) weeks from date of request.
     
  2. How can I change my password?
    You can change your password in Internet Banking under the Personal Settings menu. You will need to specify your existing password and your preferred new password.
     
  3. How do I contact PNB Customer Service if I still have other inquiries or concerns for PNB Internet Banking?
    You can call our Customer Service (Mondays thru Fridays from 8am-5pm) 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. You may also email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

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Problems Encountered and Actions to be Taken

  1. What will I do if I forgot my password?
    If you forgot your password, you will be asked to answer a set of Question that you’ve provided during enrollment. In case you will not be able to get the answer correctly, you may visit your branch or you may send a letter requesting password reset.
     
  2. What will I do if I forgot my username?
    If you forgot your username, please call PNB Customer Service for assistance.
     
  3. How do I unblock my access to PNB Internet Banking?
    If your access to the Internet Banking was blocked due to (3) consecutive incorrect password entry, you may request for a password reset by calling our PNB Customer Service or by going to your maintaining branch. Your identity will be verified before your request will be processed.
     
  4. How do I clear my "cache"?
    1. Save the frequently visited websites in your local drive under Favorites Folder (clearing your browser's cache will delete the list of your previously visited websites).
       
    2. Clear your browser's cache. Please click here for the procedure.
       
    3. After doing the procedure to clear cache, please make sure to close all browsers after the procedure is done to release pages that are stored in the computer's memory.
       
  5. I was transacting using my internet banking account and I encountered this message: "Your session has expired. Please log in again", what does it mean?
    Please be informed that the message "Your session has expired. Please log in again" usually pops out once your access in Internet Banking has been left idle for a few minutes. This is one of the security features of our Internet Banking service. As such, we suggest that you try to log in again using your active User ID and password. In case you would still encounter the same error/problem, kindly inform us through email at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for us to further investigate the matter. We would also appreciate if you can provide us the following details:
     
    • your User ID and account number
    • date and time of your unsuccessful login
    • exact error message
    • period between the time you tried to log in and the time when the error message appeared
    • transaction/s you are trying to access before the error message popped out
    • operating system (e.g. Windows 98, XP etc.)
    • browser version (e.g. Internet Explorer 5.5, 6.0 etc.)

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About Security

  1. How secure is Internet Banking with PNB?
    It is safe and secure to transact via PNB Internet Banking. First of all, you will be authenticated via your User ID, password and challenge question & answer before you are given access to the Internet Banking facility. Make sure that you don’t share this information to anyone. Furthermore, your transactions (sessions) are secured with the highest level of encryption (128-bit SSL) to ensure confidentiality. 128-bit is the most widely used security layer in the internet today.
     
  2. Can anybody else access my accounts through the PNB Internet Banking?
    No, unless you give your user ID and password out. By law, the user ID and password allows us to identify you as the valid owner of the account. We advise you to refrain from giving your user ID and password out or writing it down where people could see it. For ADDITIONAL security, you may want to regularly change your password. You should also make sure that your password is hard to guess.

    Here are some helpful tips in assigning an effective password:
    > The password is case-sensitive and should be alphanumeric (combination of alphabets and numbers). Combine upper and lower case characters with numbers, e.g., "pAssW123”.
    > Use keywords that are known only to you, e.g. a favorite book, author, event, etc.; e.g., Harry Potter and the Chamber of Secrets is translated to hpatcos. Just add a number or date to that, too.
    > Avoid using easy-to-guess passwords such as names and birthdays.
     
  3. Can my access to PNB Internet Banking be blocked?
    Yes. Your access to the Internet Banking will be blocked if you’ve provided an incorrect password for three (3) consecutive times.
     
  4. Is it advisable to access the Internet Banking in public areas?
    For added security, we do not advise you to access Internet Banking in public areas like internet café. Should you however, need to do so, we suggest that you close the browser after logging off. We also advise you to change your password immediately when a private computer is available to you.
     
  5. Does PNB ask my UserID and password via email?
    PNB will never ask you to provide your Internet Banking User ID and Password by email. If you receive such a request, please do not respond or click on any links or attachments contained in the email.
     

    Click here to learn more on Online Security (how we protect you, the different security threats and how to protect yourself).
     

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One-Time Password (OTP)

  1. What is a One-Time Password (OTP)?
    One-Time Password (OTP) is an additional security feature in PNB Internet Banking where a system generated password will be sent through your registered mobile number. You are required to enter the OTP when performing a Funds Transfer transaction to a third party account.

  2. Do I need to enter an OTP for every funds transfer transaction?
    You will only be asked to enter the OTP during your initial transaction provided that you are within the same session/ per log-in.

  3. What happens if an OTP is not entered immediately?
    The OTP will expire if not entered within five (5) minutes. If this happens, you may get a new OTP by pressing the “REGENERATE OTP” button.

  4. What happens if I accidentally input a wrong OTP?
    You are only given three (3) times to input an OTP. After three (3) unsuccessful attempts, the OTP will be considered invalid and you will be prompted to regenerate a new OTP.

  5. How many times can I regenerate the OTP?
    You can only regenerate the OTP two (2) times. If you exceeded your allowable attempts, the “Confirm” button will be disabled. To proceed with the same transaction, you need to go back to the Transaction Detail page and create a new transaction.

  6. What should I do if I did not receive the OTP?
    First, check if your registered mobile number is updated (under the account settings menu). If not, please update your mobile number by visiting the branch where you opened your account. For overseas clients, please accomplish the maintenance form together with a photocopy of your valid ID and submit it to your nearest PNB Overseas Branch / Office or you may send it directly to your maintaining branch through regular mail.

  7. Will I be able to receive the OTP if my registered mobile number is international?
    Yes, overseas clients can receive the One-Time Password (OTP) for as long as the service provider is supported by PNB’s Retail Internet Banking network provider.

    Listed below are the countries that are not supported by network provider:

    Country Telco
    Northern Mariana Islands IT&E Wireless (PTI Pacifica Inc.)
    India Reliance Telecom Ltd / Orissa
    Sint Maarten Radcomm
    Uzbekistan Rubicon (Perfectum Mobile)


  8. What is the correct format in encoding my mobile number?
    To enter your mobile number, please include the country code as seen in the example (63 for Philippines e.g. 639171234567 or the respective country code for other countries e.g. 13471234567 or 6591234567).

  9. Is the OTP free of charge?
    Yes, OTP is free of charge.

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Anytime, anywhere banking at your convenience.

Deposit Board Rates

Please be advised of the changes in deposit board rates of Dollar Time Deposit and Prime Savings account. The changes shall take effect on January 1, 2014.

Fees and Charges

Please be advised of changes in our fees/charges & maintaining balance requirements given the need to align the same following the merger of PNB and Allied Bank last February 2013. The changes as applicable shall take effect on January 1, 2014.

Internet Banking

A new security feature will now be in place.

Effective May 8, 2014, we are implementing a new added security feature for your Funds Transfer transaction to a 3rd party account. A One-Time Password (OTP) which consists of 6 alpha numeric characters will be sent via SMS to your registered mobile number to complete your transaction. Kindly ensure that your mobile number is updated with us for you to be able to perform funds transfer transaction to a 3rd party account.

To update your mobile number:

• Clients based in the Philippines may download the maintenance form* and personally submit it to your branch of account together with one (1) valid ID.

• Overseas clients may download the maintenance form* and submit it together with a photocopy of any valid ID directly to your branch of account through regular mail.

Thank you for using PNB Internet Banking.

*Application forms can be downloaded from the PNB Internet Banking page.

Note: PNB will NEVER ask our customers to submit any personal information via ONLINE LINK.

YOUR SAFETY IS OUR PRIORITY.

Bank Merger

As PNB and Allied Bank continue to align their services. We are pleased to announce that PNB branches that display the interbranch transaction advisory are now capable of processing selected transactions for former Allied Bank clients. Please proceed directly to the special lanes designated for Allied Bank transactions.

Amendments in the PNB UITF's

Effective October 1, 2013, the product features of various PNB UITF's will be amended. For more details, please click this here

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Maximum Deposit Insurance     
for each depositor P500,000