Test-Help-and-Support.md

Frequently Asked Questions

Accounts

How do I open an account?

Visit any Metrobank branch to open an account. You will be required to submit one valid, photo-bearing ID with your signature and the initial deposit of the account you want to open. Check the complete list [here](https://www.metrobank.com.ph/articles/application- requirements).

You are required to fill up a mandatory Customer Information Form that will go with your other account requirements.

What valid IDs can I present?

Examples of valid IDs include the following: a. Philippine Identification Card (PhilID) b. Passport (including those issued by foreign governments) c. Driver’s License d. Professional Regulation Commission ID e. Postal Identity Card f. Voter’s ID g. GSIS e-Card h. Social Security System card or Unified Multi-Purpose ID i. Senior Citizen Card j. Overseas Filipino Worker ID or e-card k. Seaman’s Book l. Alien Certificate of Registration or Immigrant Certificate of Registration (for foreign individuals) m. Government Office and Government Owned and Controlled Corporations ID (e.g. BSP, SEC, Insurance Commission) n. Persons with Disabilities (PWD) ID issued by the National Council on Disability Affairs o. Integrated Bar of the Philippines ID p. Photo-bearing School ID duly signed by the principal or head of school for Filipino students who are not of voting age q. Company ID (if signature bearing) issued by Covered Person registered with or supervised/regulated by BSP, SEC or Insurance Commission

How much is the maintaining balance?

We offer a variety of deposit products to suit your financial needs. Click this [link](https://www.metrobank.com.ph/application-requirements) to see our deposit products and their corresponding maintaining balances.

I am a US citizen and would like to open an account. What are the requirements?

Visit any nearest Metrobank branch, bring your passport or Alien Certificate of Registration (ACR), and the initial deposit requirement.

Do you offer foreign currency accounts?

Yes. We offer deposit accounts in the following foreign currencies: US dollar (USD) Canadian dollar (CAD) Chinese yuan renminbi (CNY) Japanese yen (JPY) Sterling pound (GBP) Euro (EUR) Swiss franc (CHF) Australian dollar (AUD) Singapore dollar (SGD) Please check at the nearest Metrobank branch for their availability of these foreign currency accounts.

Can I open an account at any Metrobank branch?

Yes. Just bring a valid ID and the initial deposit for the type of account you want to open. For your convenience, go to a Metrobank branch near your home or place of work.

What are the interest rates for deposit accounts?

Interest rates depend on the account you open. See [here](https://www.metrobank.com.ph/application-requirements) the list of interest rates.

How does my deposit account earn interest?

Metrobank computes the interest of your deposit account using this formula: 

Do you have account types for kids and students?

Yes. For those 17 years and below, they could open a Fun Savers Club Account. Meanwhile, young savers aged 7 to 21 years old can open a Spark Savings Account

I'm a foreigner. Can I open an account?

Yes. All you need to do is to visit any nearest Metrobank branch, bring your passport or Alien Certificate of Registration (ACR), and the initial deposit requirement.

I'm working abroad. Can my family in the Philippines open an account for me?

No, they cannot open an account under your name. But as your beneficiary, they can open an OFW Savings account under their name in the following currencies:

Philippine peso US dollar Euro Japanese yen British pound Canadian dollar Your beneficiaries only need to bring a valid signature-based ID or government-issued ID, and the initial deposit.

I want to dispute a suspicious transaction in my account. How do I file a complaint?

For concerns about duplicate billing, cancelled subscriptions, unauthorized withdrawals or transfers, and other suspicious transaction, you may fill up a [Customer Dispute Form](https://web-assets.metrobank.com.ph/1622705959-client-dispute-form.pdf) and submit to your branch of account. You may also send it via email to [[email protected]](mailto:[email protected]).

I would like to open an account for my business. What are the requirements?

FTo open a business account, visit any Metrobank branch to open an account. You will be required to submit one valid, photo-bearing ID with your signature and the initial deposit of the account you want to open.

As a business, you are also required to fill up a mandatory Customer Information Form that will go with your other account requirements.

I lost my passbook. How do I get a replacement?

You may request for a new passbook by going to your branch of account and filling up a [Customer Maintenance and Instruction Form](https://web-assets.metrobank.com.ph/1622706167-cmif.pdf). You will also pay the passbook replacement fee of PHP 200.

What are the terms and conditions for deposit accounts?

Please read Metrobank’s Deposit Terms and Conditions [here](https://web-assets.metrobank.com.ph/1624586882-deposit-terms-and-conditions-as-of-6-25-2021.pdf).

How do I get a Prepaid Card?

Visit any Metrobank branch to open an account. You will be required to submit one valid, photo-bearing ID with your signature and the initial deposit of the account you want to open. You will need to fill up a [Prepaid Card Application Form](https://web-assets.metrobank.com.ph/1622706414-prepaid-card-application-form.pdf) as part of your application.

Check the complete list of valid IDs here.

ATMs, CAMs, and Branch

I lost my debit/prepaid card. What do I do?

For lost or stolen cards, you need to immediately call our Contact Center hotline at (02) 88-700-700 for your account security. Our bank officers will guide you with the process, including how to get a replacement card. You may also visit any Metrobank branch should you wish to replace the card.

I lost my PayCard. How do I get a replacement?

Inform your company regarding your lost PayCard and you will be issued a replacement card immediately. Your company will then inform Metrobank about the lost card and to transfer all the remaining balance to the new PayCard.

My card was captured. What do I do next?

If your card has been captured by one of our ATM terminals, you may coordinate immediately with the branch where the ATM is located. For ATM terminals outside of any of our branches, you need to call our Contact Center hotline at (02) 88-700-700 or email [[email protected]](mailto:[email protected]) for assistance.

No money was dispensed when I tried to withdraw.

Please monitor your bank account within 24 hours for your balance to be updated. Otherwise, call our Contact Center at (02) 88-700-700 or email the Customer Service Team: [[email protected]](mailto:[email protected]).

What are the ATM withdrawal fees and limits?

See our ATM fees below:

Metrobank

Balance inquiry and withdrawal -- Free PSBank

Balance inquiry -- Free Withdrawal -- PHP 7.50 Other cards

Balance inquiry -- PHP 2.00 Withdrawal -- PHP 18.00 International cards

Balance inquiry -- USD 1.00 Withdrawal -- USD 3.50 Withdrawal limit

The limit per withdrawal is PHP 10,000. The maximum limit in total withdrawals per day is PHP 50,000.

Call our Contact Center at (02) 88-700-700 should you need to adjust your withdrawal limit.

Debit Cards

How can I get a debit card?

To get a debit card, simply open a deposit account with Metrobank. You may choose the following:

• Spark Savings Account

• Regular Savings Account

• OFW Savings Account

• SSS Pensioner Savings Account

• AccountOne

Your new card may be issued on the same day you open an account.

How do I reset my PIN?

If you have exceeded the maximum 3 incorrect PIN entries, the ATM Debit Card will be temporarily blocked. You may call our hotline at (02) 88-700-700 should you wish to reset or unblock your PIN. In the event that you have forgotten your ATM Debit Card PIN, please visit your Branch of Account and request for a PIN Mailer to reset your PIN.

I lost my card. What do I do?

If your card is lost or missing, you must immediately report the incident to our Contact Center hotline at (02) 88-700-700 to have it blocked and to request for a replacement.

Where can I find my card's account number?

**OPTION A**

See below on how to identify the various parts of your debit card:

1. Card number -- This identifies your card as a Metrobank-issued Mastercard Debit/Prepaid Card.

2. Card name -- Identifies the owner of the card (i.e. your full name)

3. Account number -- Allows you to do financial transactions at Metrobank branches and echannels.

4. Expiry date -- The date when your card expires. Be sure to have it replaced if the expiration date is near.

5. Mastercard logo (and hologram) -- Signifies that your card can make purchases at point-of-sale (POS) terminals, make online transactions, and pay without cash (contactless payments) at any Mastercard-affiliated merchant here and abroad.

6. Signature panel -- Affix your signature immediately upon receiving your new card. This shall be used as verification by the merchant that you are the owner of the card.

7. Security code (CVC2) -- This is needed when you do online transactions and other payment methods that do not require the physical card to be swiped for the transaction to be completed.

8. Terms and Conditions -- Guidelines of Metrobank and Mastercard for the use of your card.

9. BancNet logo -- Signifies that you can withdraw at any BancNet ATMs nationwide, and do PIN-based POS transactions.

10. Maestro/Cirrus logo -- Signifies that you can withdraw at international ATMs when you travel or work abroad.

OPTION B

You can find your 13-digit account number on the debit card just below your name. If your account number does not appear on your debit card, please call our Contact Center at (02) 88-700-700 or visit your branch of account.

Can I use my debit card when I'm abroad?

Yes. You can use your Metrobank Prime debit card at any Mastercard-affiliated stores or ATMs. For your convenience, we recommend that you advise us through our Contact Center at (02) 88-700-700 prior to your travel and usage abroad. Upon return, please go to your branch of account and fill out a form to deactivate your card for international use. This ensures security of your card on any unauthorized use abroad.

How do I get a Prepaid Card?

Visit any Metrobank branch to apply for a Prepaid Card. You will be required to fill out a Prepaid Card application form, submit one valid ID with your photo and signature, and a card fee of PHP 100. Learn more about Prepaid Card [here](/save/prepaid-cards).

What transactions can I do with my debit or prepaid card?

Use your Metrobank Prime Debit or Prepaid card to perform the following transactions*:

• Withdraw cash from any Metrobank ATM in the Philippines and abroad;

• Do Point-of-Sale (POS) transactions by inserting your card and typing your PIN;

• Do contactless payments by tapping your card;

• Pay for online purchases by keying in your card number and one-time password (OTP), if applicable;

• Pay bills, transfer funds, and buy load through our ATMs or mobile app as well as track your expenses online. Just download the Metrobank Mobile App on Google Play or Apple App Store and enroll your account.

*These transactions may be performed anywhere Mastercard/Bancnet is accepted.

What are my card’s transaction limits?

Your card's daily limits are as follows:

• ATM withdrawal: PHP 50,000 (or its foreign currency equivalent)

• POS Transaction: PHP 50,000.00 (or its foreign currency equivalent)

• Tap-to-Pay (Contactless payments): PHP 2,000 per day, combined with POS transaction limit

• Online or e-Commerce Purchases: PHP 30,000.00 (or its foreign currency equivalent)

Can I request for an increase in transaction limits for my card?

Yes. You may visit any Metrobank branch or call our Customer Care Hotline at (02) 8-8-700-700 to request for a transaction limit increase.

I did not receive an OTP when I used my card to pay for my online purchase. What should I do?

You may proceed with your online purchase without the OTP if the online store did not prompt for the OTP entry. For online shops that require an OTP, but no password was received: * You may click the “Resend” button. * If after clicking the “Resend” button, you still did not receive any OTP, then you may verify with your branch of account if your current mobile number is reflected in your records. If not, visit any branch to update your mobile number. * Please expect to receive OTP the next banking day after updating your contact details with the branch.

What is a Metrobank Prime Debit Mastercard?

The Metrobank Prime Debit Mastercard is the Metrobank debit card with the new look and contactless feature, but with the same functionalities as a standard debit card.

What is a contactless card?

Also known as "tap card," a contactless card enables a secure and faster way to pay by simply tapping the card on any contactless-enabled point-of-sale (POS) terminal. The tap functionality is an added feature available in Metrobank Prime Debit and Prepaid Mastercard.

Where can I use the Metrobank Prime Debit and Prepaid Mastercard with the contactless feature?

You can tap your card in selected stores with contactless-enabled POS terminal for purchases PHP 2,000 and below.

How do I know if my card and the POS terminal are contactless-enabled?

The contactless symbol means that your card and the POS terminal have the capability to make contactless transactions.

What if the POS terminal is not yet contactless-enabled or the merchant does not accept tap transactions using the POS terminal?

You can still use your contactless card for normal card-based transactions by dipping or inserting the card on the POS terminal.

I have the old debit or prepaid card with no contactless feature. Is my card still functional?

Yes, the older debit and prepaid cards are still functional and can still be used for payments.

What if I want to replace my old debit card with Metrobank Prime Debit Mastercard?

You may request a card replacement at any Metrobank branch for a fee of PHP 150.

Are the promos and rewards offered for Metrobank Prime Debit and Prepaid Mastercard applicable to the old debit or prepaid card with no contactless feature?

Yes, all promos and rewards are still applicable to the older debit and prepaid cards, as long as debit and prepaid cards are included in the qualified cards for the promo.

What if I am holding an old white label debit or prepaid card and I want to have the contactless version, but my company is still not capable of issuing contactless cards?

You can open another account to enjoy the full features of contactless payment. Remember that new accounts are subject to individual balance requirements.

What are the security features of the contactless cards?

* Contactless payment cards, including the terminals and network, allow customers to initiate the transaction by holding the contactless payment device within two to four inches of the payment terminal. * The maximum daily limit is PHP 2,000 or its foreign currency equivalent.

• If your card is lost, you must immediately report the incident and call the Customer Care Hotline at (02) 88 700-700 for blocking and replacement.

Can I increase or decrease the purchase amount limit for contactless or tap transactions?

Not at this moment. The default aggregate daily limit for contactless transactions is PHP 2,000 only, regardless of the number of transactions within the day.

Do I need to activate the contactless functionality of the card?

No, the contactless functionality is turned on once the contactless card version is activated.

Is my PIN or signature required?

By design, you are not required to sign or enter your card’s PIN for contactless transactions. However, some acquirer merchants require customers to enter their PIN.

Will I be charged for making a contactless payment?

No, there is no extra charge for contactless transactions.

Credit Cards

How do I apply for a credit card?

You may apply online by visiting [Metrobank Credit Card Application](https://apply.metrobank.com.ph/creditcard). Alternatively, you can also visit any of our branches to submit an application.

How would I know the status of my credit card application?

Your credit card application will be evaluated and processed within 7 to 10 working days. To check the status of your application, you may call our Customer Service Hotline at 88-700-700 or via the Domestic Toll-free number at 1-800-1-888-5775. You may also send a message via email at [email protected] or go to our official Facebook page and send us a message [here](http://m.me/MetrobankCardPH).

Where can I pay my credit card bill?

Paying for your Metrobank credit card bill is easy with our wide range of payment options. Visit [Payment Channels](https://metrobankcard.com/cardsservices/payment-channels) to check the list of our payment channels.

Someone is using my credit card for unauthorized online transactions, what do I do?

Once you have determined that a charge on your credit card account is invalid, you may notify Metrobank by calling our Customer Service Hotline at 88-700-700 Domestic Toll-Free Hotline 1-800-1888-5775 (using a PLDT line), or International Toll-Free Hotline at (+your country and area codes) 800 8700 0707 and provide the details of the disputed transaction/s, including the transaction date, merchant name, description of the transaction, and the reason for the dispute. For a full step-by-step process, visit [Card Security and Secure Online Shopping](https://metrobankcard.com/cardsservices/card-security-and-secure-online-shopping).

What can I get out of my earned Rewards Points?

A wide variety of selections is available for you to redeem your earned rewards points. To redeem, click on this link [Rewards Redemption](https://www.metrobankcard.com/Rewards). You may also redeem by chatting with us at [m.me/MetrobankCardPH](m.me/MetrobankCardPH).

What is the minimum income requirement to apply for a Metrobank credit card?

The minimum gross annual income requirement is PHP 180,000.

Can I apply if I’m unemployed?

You can still apply for a Metrobank Credit Card under our secured card program. You will just need an account with Metrobank. Please visit any Metrobank branch for more information.

I’m self-employed, am I qualified to apply?

Yes. You may still apply and provide a copy of a valid photo-bearing government issued ID with Date of Birth and Signature and proof of income such as a copy of the Latest Audited Financial Statements with bank or BIR stamp or copy of the latest ITR duly stamped as received by the BIR.

I’m a foreigner, am I qualified to apply?

Yes. You may still apply and provide a copy of your Alien Certificate of Registration (ACR) together with the proof of income.

May I know why my application was declined?

As stated in the declaration portion of the credit card application form that you have submitted, Metrobank has no obligation to divulge the reason behind the denial of your card application except when the denial is based on credit data used in the evaluation of your application.

May I reapply after a declined credit card application?

Yes. You may submit another credit card application requirement after 6 months from the last submitted application.

How do I activate my credit card?

You can conveniently activate your credit card through any of these methods: * Via the Metrobank App – Enroll your credit card and activate it in real-time. Download the app now from the Apple App Store, Google PlayStore, and the Huawei AppGallery. * Via SMS: Send “ACT ” to 225622.

• Via the Metrobank Card website - Go to Activate Now and enter your card details.

• Via the Credit Card Activation Hotline - Dial (02) 88-603-030.

How can I apply for a supplementary card?

A supplementary card is a credit card privilege extended by the principal cardholder to any person with age requirement of 14 to 80 years old. You can download the application through this link: [Apply for Supplementary Card](https://www.metrobankcard.com/cards/apply-supplementary). Application may be processed by submitting a signed supplementary application form and valid ID at [email protected]. You may share the full amount of the credit limit or control the purchases by assigning a sublimit.

I lost my credit card, what do I do?

If your credit card is lost or stolen, you may immediately block it using the Metrobank App to prevent fraudulent transactions. Note that blocking is permanent. You may also report a lost card by calling our Contact Center at (02) 88-700-700 (Domestic toll-free number: 1-800-1-888-5775).

How do I update my contact details?

To update your contact information, call Metrobank’s Customer Service Hotline at 88-700-700 or 1-800-1888-5775.

Can I use my credit card when I’m abroad?

Mastercard and Visa cards are accepted in over 40 million establishments worldwide. Look for the logo. Inform us of your travel plans to ensure that the card transactions made within and outside the country are valid and authorized by you. Call our customer service hotline prior to your departure so we can assist you in all your travel-related card transaction inquiries. Please provide us with your travel date and destination for our reference and monitoring.

What are the International Toll-free hotlines of Metrobank in case I have credit card concerns while abroad?

For Metrobank credit card inquiries or concerns while overseas, please refer to our list of Customer Service International Toll-free hotlines per country below.

Metrobank Online

What is Metrobank Online?

It is Metrobank’s new internet banking service that features enhanced user experience and interface, allowing customers to do various banking transactions conveniently, 24/7.

How do I use Metrobank Online?

Here are some how-to videos for the different features of Metrobank Online: [Metrobank Online How-To Videos](https://metrobank.com.ph/mbo-how-to).

Who can enroll in Metrobank Online?

Metrobank Online is available to individual Metrobank clients with: * A peso or foreign currency deposit account. However, please note that if you have a joint “AND/OR” account and In-Trust-For (ITF) account, you may only use Metrobank Online to view your account balance and transaction history.

Reminder: You would need the following to enroll your account in Metrobank Online:

1. Your active mobile number (postpaid or prepaid) registered with us where we can send an SMS verification code.

2. Your active e-mail address registered with us where we can send an e-mail verification code.

Click here to view the step-by-step guide on how to sign-up for Metrobank Online.

Note: Non-individual account types that were not mentioned above cannot be enrolled in Metrobank Online and the Metrobank App.

Will I be able to receive the verification code if I enroll in Metrobank Online while overseas?

Yes, as long as the Philippine-issued mobile number you have registered is activated for international roaming. This is needed for you to receive the verification code, one-time password, and other SMS notifications for secure banking transactions.

What are the new and current features available in Metrobank Online?

You can: * Send money to other local banks via InstaPay and PESONet

• Buy prepaid load

• Request cardless withdrawal

• Schedule transactions

• Scan and generate QR code for fund transfers

• Manage your investments in unit investment trust funds (UITFs)

• Make a time deposit placement

• Manage your investment portfolio with Wealth Manager

You can continue enjoying existing functionalities like:

• View account balance and transaction history

• Bill payments

• Move money to own and other Metrobank accounts

• Order a checkbook

• Download your Statement of Account (SOA)

• Tax Payments

Metrobank Online has also been designed to display better on browsers of smartphones, tablets, laptops, and other devices.

What browser is Metrobank Online compatible with?

Metrobank Online is best viewed in the latest browser versions of: * Safari * Mozilla Firefox * Google Chrome * Microsoft Edge * Samsung Internet

How secure is it to do bank transactions via Metrobank Online?

• All messages go through an encryption process to ensure security.

• Only one login session can be active at a time.

• Your username and password secure access to your account.

• Email and SMS verification codes are sent to your registered email address and mobile number.

• A 6-digit Metrobank passcode is required in every transaction.

• Email and SMS notifications on activities and transactions are sent to your registered email address and mobile number.

What is a Metrobank Passcode?

A Metrobank Passcode is a new security feature of Metrobank Online. You are required to nominate a 6-digit code upon first log-in. You need to remember this passcode as it will be required to authenticate transactions in Metrobank Online. If you forgot your Metrobank Passcode, you can reset it by calling the Metrobank contact center at (02) 88-700-700.

Can I use a different mobile number during enrollment?

No. When signing up for Metrobank Online, you should use the mobile number you registered with the bank. If you need to update your mobile number, visit any Metrobank branch or request an update online [here](https://metrobank.com.ph/articles/update-your-info).

How do I update my registered mobile number and/or email address?

Go to the Metrobank branch of your account to have your customer information updated.

For the requirements, please refer to Update Your Info.

I have an existing Metrobank Mobile app account, do I need to sign up to access Metrobank Online?

No, there is no need to sign up. Just log in to Metrobank Online using your existing username and password. In your first log-in, an account verification process will have to be completed. All enrolled accounts (own and third party), load prepaid, billers, and scheduled transactions are auto-enrolled in your Metrobank Online account. Scheduled transactions will be processed in Metrobank Online to avoid double debit. Make sure to check emails on how to upgrade are coming from us. It should always be from [email protected].

Can I still use my existing Metrobank Mobile App account when I have successfully set up my Metrobank Online account?

Yes, transactions performed in the Metrobank Mobile App and Metrobank Online will run independently. Doing the same transaction on the Metrobank Mobile App and Metrobank Online will cause double debit.

I have an existing Metrobank Mobile App account without any credit card or deposit account enrolled. Can I log in to Metrobank Online?

No, Metrobank Online requires at least one (1) enrolled credit card or deposit account.

During migration, it says "Something went wrong." What do I do?

Call our Contact Center Hotline at (632) 88-700-700 or Domestic toll-free number: 1-800-1888-5775 to enable the account to upgrade to Metrobank Online.

I got a "You cannot enroll a third-party account as your own account" message. What do I do?

Check if your registered mobile number is the same as in your bank records. If not, please visit your branch of account to have your mobile number updated. You can also update your contact info via the website by following the steps at [Update Your Info](https://metrobank.com.ph/articles/update-your-info).

I did not receive the verification code. What should I do? Until when is it valid?

Check if you entered the correct mobile number and email address. If correct, click on “Send another one” to receive another verification code through SMS and/or email. The verification code is valid for five (5) minutes.

Can I still access Metrobank Online if I change my mobile number?

No. You will need the verification code sent to your registered mobile number to log in. Please coordinate with your branch of account to have your mobile number updated. You can also update your contact info via the website by following the steps at [Update Your Info](https://metrobank.com.ph/articles/update-your-info).

What should I do if I forgot my username?

1. From the login page, click ’Recover Access’ and choose ‘Username’ tab

2. Provide either the email address or mobile number you registered during signup

3. Enter your 6-digit passcode and click ‘Submit’

4. Your username will be sent to your email address or mobile number.

What should I do if I forgot my password?

1. From the login page, click 'Recover Access' and choose ‘Password’ tab

2. Provide either the email address or mobile number you registered during signup

3. Enter your 6-digit passcode and click ‘Submit’

4. You will be required to enter a verification code sent to your registered mobile number or email address

5. Enter a new password and click ‘Next’

6. Your password has been updated.

Can I retrieve my Metrobank Mobile App username and password through Metrobank Online if I have never logged in to Metrobank Online?

Yes, you may use the recover access through Metrobank Online.

What should I do if I forgot my Metrobank passcode?

Kindly call our Contact Center Hotline at (632) 88-700-700 or Domestic toll-free number: 1-800-1888-5775 for Metrobank passcode reset.

How do I change my password in Metrobank Online?

To change your Metrobank Password, follow these steps:

1. Select “Settings” on the navigation bar on the left.

2. Click “Change Password.”

3. Enter your current password.

4. Enter a new password

5. Click “UPDATE.”

6. Enter your 6-digit Metrobank Passcode

After following these steps, your Metrobank Password will be updated.

What is card alias?

Card alias is any name that you give to your bank accounts to help you distinguish them from each other. You can edit your account's alias at any time.

What should I do if I forgot my username or password?

From the login page, click “Recover Access” and go to the Username tab. Provide either the email address or mobile number you registered during signup; input your passcode; and submit the request. Your username will be sent to your email address or mobile number. How do I recover my password? From the Metrobank Online Login page, click “Recover Access”. Go to password tab. Provide either the email address or mobile number you registered during signup. Enter your passcode then submit request. Password will be sent to your email address or mobile number.

How do I change my Metrobank passcode?

To change your Metrobank Passcode, follow these steps:

1. Select “Settings” on the navigation bar on the left.

2. Click “Change Passcode”.

3. Enter your current 6-digit Metrobank Passcode

4. Nominate a new Metrobank Passcode.

5. Click “UPDATE.”

After following these steps, your Metrobank Passcode will be updated.

Can I use the new password I nominated through Metrobank Online in the Metrobank Mobile App?

Yes. Nominated passwords are synced in the app and Metrobank Online.

I sometimes get a “server encountered an error” when I access my account. What does that mean?

Your device internet protocol (IP) could be blocked. Try to login again after changing your device IP.

1. Through a mobile phone, you can follow these steps:

a. Set your phone to airplane mode

b. Turn off airplane mode

c. Reconnect to an internet connection

d. Log in to Metrobank Online

2. Through a Windows computer:

a. Click “Start” then “Run”

b. Type cmd, press “Enter”

d. Your current IP configuration will show

e. Type ipconfig /renew at the prompt window, press “Enter”

f. The server will assign a new IP address for your computer

I cannot log in; the error reads, “service is still unavailable…”

Call our Contact Center Hotline at (632) 88-700-700 or Domestic toll-free number: 1-800-1888-5775 to log in to Metrobank Online.

I cannot log in; the error says, “Account disabled.” What should I do?

Call our Contact Center Hotline at (632) 88-700-700 or Domestic toll-free number: 1-800-1888-5775 to enable the account.

Why did I receive a verification code when I logged in to Metrobank Online?

As part of the verification process, a code is sent to your registered email address and mobile number on your initial log-in to Metrobank Online, or if you update the versions of the operating system of your mobile phone or desktop browsers.

How do I view balances on Metrobank Online?

• Total deposits for enrolled peso and foreign accounts can be viewed through the dashboard

• You can click on Total Deposits or go to the Deposits menu to view balances per account

• You can also go to Transaction History to view an account’s running balance

How do I add deposit accounts and credit cards?

[Please click here to view the step-by-step guide to add accounts.](https://www.youtube.com/watch?v=YuBL6P_SFe8)

Why can’t I enroll my credit card?

Please check if the entered details are the same as what is indicated in your credit card. Also, make sure you are enrolling the latest issued card by the bank.

How do I delete accounts and credit cards?

To delete your Metrobank accounts and credit card, follow these steps:

1. Log in to https://onlinebanking.metrobank.com.ph

2. Click “Deposits” or “Credit Cards” on the menu

3. Select the account to be deleted

4. Click “delete account” on the upper right of the screen

5. Confirm the action by clicking “Yes”

After following these steps, your Metrobank account or credit card will be deleted.

I noticed that not all shortcuts are available in some of my accounts. Why is this so?

The shortcuts you can see on each account depend on what transactions you are allowed to do using that account. (For example, you cannot order a checkbook using a savings account).

How do I transfer funds to my own account?

Use the “Move Money” feature that allows you to transfer funds to your own enrolled accounts. Please [click here](https://www.youtube.com/watch?v=zNhG5LaKaFA) to view the step-by-step guide to Move Money.

Can I transfer funds if I only have one enrolled account?

You can transfer money to other Metrobank accounts or to accounts of other banks via ‘Send Money’ feature.

Can I transfer funds from a peso to a foreign currency account, and vice versa?

No, funds can only be transferred to accounts of the same currency.

Can I transfer funds to other Metrobank accounts or to accounts of other banks?

You can do this through Send Money, where you can send money to other Metrobank accounts or to accounts of other banks via InstaPay and PESONet. Please [click here](https://www.youtube.com/watch?v=DWN3jFV8V-E) to view the step-by-step guide to Send Money.

How do I transfer funds via InstaPay and PESONet?

Go to "Send Money" menu and enter all the required details. The transaction will go through InstaPay or PESONet depending on the amount and recipient bank.

What if the recipient bank is participating in both InstaPay and PESONet, where will my transaction be routed?

Your transaction will automatically be routed to InstaPay if the amount is within the allowed limit of PHP 50,000.00 for immediate crediting and lower service fee.

How to transfer funds using Quick Response (QR) code?

Please [click here](https://www.youtube.com/watch?v=gV2c8Zx6juY) to view the step-by-step guide to transfer funds using QR code.

How to request funds using QR code?

Please [click here](https://www.youtube.com/watch?v=AUZ1oBu8x7E) to view the step-by-step guide to request funds using QR code.

For what transactions can I use the QR code?

The QR code can be used when requesting and transferring funds from a Metrobank account to another Metrobank account or to another bank account via InstaPay.

What is the difference between a regular fund transfer and a QR fund transfer transaction?

Both transactions are the same. The only difference is that you will no longer have to type in the recipient bank, account number, and amount (if provided) whenever you do a QR fund transfer transaction. These are automatically filled up in the transaction form.

Why can’t I scan a QR code?

Metrobank Online may not be allowed to access your camera. To allow access to your camera:
a. Launch Metrobank Online in your browser
b. Tap the ellipsis (three dots) to find “Settings”
c. From Settings, go to “Site settings”
d. Tap “Camera”
e. Toggle on Camera button

What is the Generate Statement of Account (SOA) function?

It allows you to generate your UITF statement of account online.

What transactions are viewable in the SOA?

You can view all Invest (Add New and Top Up) and Redemption transactions during your preferred reference period when you generate your SOA.

Why can’t I view my transactions from previous months when I generate my SOA?

Only transactions during the reference month will be displayed after you generate your SOA. To view transactions from previous months, please select the date in the calendar.

Can I generate my SOA today?

No, your SOA includes your Net Asset Value Per Unit (NAVPU) of your UITFs. The NAVPU is only computed at the end of a banking day so you can only generate the SOA form from previous days.

What is Update Risk Profile function?

Update Risk Profile allows you to update your Risk Profile online anytime.

Can I invest if my risk profile is expired?

When you select Invest, you will get an on-screen prompt to update your risk profile. This will lead you to the Suitability Assessment Form (SAF).

Why is Metrobank putting a PHP250,000 daily account limit for bill payment transactions?

As part of Metrobank’s efforts to ensure the security of clients’ accounts, it has capped clients’ daily bill payment transaction to PHP250,000 starting 14 April 2023.

How does this affect my bill payment transactions via Metrobank Online and the Metrobank App?

The PHP250,000 daily bill payment transaction limit is applied per Metrobank account. This means, it is your total bills payment transaction limit via Metrobank Online and the Metrobank app.

Is it possible to increase my daily bill payment transaction limit?

Yes, we can change/customize the daily bill payment transaction limit of your account. You may visit or call your branch of account to request for this change. Visit [Metrobank Branch Locator](https://www.metrobank.com.ph/locator) to get the contact details and address of your branch.

I cannot pay an amount with centavo values when using an iOS device. What do I do?

You can do one of the following:

a. Put the cursor after the decimal point.

b. Overtype the desired centavo amount.

Alternatively, you can do the following:

a. Put the cursor on the space beside the last decimal.

b. Use delete (x) button on the keypad to delete the default zeroes.

c. Type-in the desired decimal centavo amount.

How long will it take for my transactions to be posted or credited?

Posting of pay bills will take 2 to 3 banking days.

If my transaction is not yet reflected, what should I do?

Kindly call our Contact Center Hotline at (02) 88-700-700 or 1-800-1888-5775 (Domestic Toll-Free Hotline: 1-800-1888-5775) for assistance.

Can I use a peso account to pay a foreign currency biller and vice versa?

No, only the same currency account and biller bills payment are allowed.

How to load a prepaid mobile number?

Please [click here](https://www.youtube.com/watch?v=erTKF_sqIW4) to view the step-by-step guide to Load Prepaid.

Why didn’t I receive my prepaid load request?

Prepaid loading can be delayed due to technical issues and is dependent on your mobile network provider. You can expect your prepaid load request to be processed within 24 hours.

Can I load a postpaid mobile number?

No. Only prepaid mobile numbers can be loaded using this service.

How do I order a checkbook?

Please [click here](https://www.youtube.com/watch?v=lxlDDhqRGIo) to view the step-by-step guide to Order Checkbook.

Can I assign a savings account to be debited for an order checkbook transaction?

No. The transaction has to be debited from a checking account.

Where can I get the checkbook/s?

Checkbooks can be picked up from your branch of account.

What transactions can be scheduled?

The following transactions can be scheduled depending on your preferred date and time:

• Move Money

• Send Money

• Pay Bills

• Load Prepaid

• Order Checkbook

• Tax Payment

How to schedule a transaction?

For each transaction, you need to fill in the required fields, choose the Later tab, then select the number of occurrences, and desired date and time of a transaction. Scheduling can also be done for one-time scheduled transactions. Please [click here](https://www.youtube.com/watch?v=LXIWaENuCUs) to view the step-by-step guide on scheduling a transaction.

Can I schedule transactions if my time zone is not the same as Philippine Standard Time (PST)?

Yes, but note that the scheduled transaction will follow PST (GMT+08:00).

Where can I see scheduled transactions?

Scheduled transactions are listed under Pending Transactions in your Dashboard grouped by date in ascending order.

Can I cancel scheduled transactions? How?

Yes, if transactions are not yet processed. To cancel your scheduled transactions, please follow these steps:

1. Log in to https://onlinebanking.metrobank.com.ph

2. Tap on “Scheduled transactions” under “Pending Transactions”

3. Click “Cancel Pending Transactions”

4. On the confirmation pop-up, click on “Yes”

5. Enter Metrobank Passcode. Click on “Submit”

6. Cancelled scheduled transaction will no longer display in pending transactions.

Can I edit details of scheduled transactions?

No. Instead, you can cancel the scheduled transaction and create a new one.

Can I save details of my frequent transactions?

Yes, you can save the details of another third-party account, biller, or load product with the Add Contacts feature.

Can I enroll third-party accounts? How?

1. Log in to https://onlinebanking.metrobank.com.ph 2. Tap on “Contacts” in the menu 3. Click plus icon to add account 4. Select “Account” tab 5. Enter contact name 6. Select bank in the drop-down menu 7. Enter account details. Click on “Create” 8. Enter Metrobank Passcode. Click on “Submit”

After following these steps, your third-party account will be enrolled as a contact.

Can I perform transactions through Contacts?

Yes, you can perform transactions through Contacts.

Can I delete enrolled Contacts? How?

1. Log in to https://onlinebanking.metrobank.com.ph 2. Tap on “Contacts” in the menu 3. Select the contact that needs to be deleted 4. Click “delete account” then click “Yes” 5. Enter Metrobank Passcode. Click on “Submit”

After following these steps, your contact will be deleted.

What is Cardless Withdrawal?

Metrobank Cardless Withdrawal lets you withdraw cash from any Metrobank or PSBank ATMs without your Metrobank ATM Card.

For the latest updates on Cardless Withdrawal fees and limits, please refer to Metrobank Rates and Fees.

What are the eligible accounts for Cardless Withdrawal?

All accounts with issued cards (except for Paycard) can do Cardless Withdrawal enrolled on through Metrobank Online.

How much can I withdraw through cardless withdrawal?

The minimum amount is PHP 100, while the maximum amount is PHP 10,000 per transaction. The daily maximum limit is PHP 30,000.

Note: Any carded withdrawal you perform will reduce the daily maximum limit for your cardless withdrawal.

How do I make a Cardless Withdrawal?

Login to Metrobank Mobile and follow the steps below:

1. On your Metrobank online dashboard, click the ellipsis (three dots) button.

2. Click "Cardless Withdrawal".

3. Enter the amount you wish to withdraw and select the source account to withdraw from.

4. Nominate a 4-digit PIN as your PIN 1, then tap "Next."

5. Review and confirm the details.

6. Enter your passcode.

7. A 6-digit PIN is generated (This will be PIN 2) and displayed.

8. Go to any Metrobank or PSBank ATM.

9. Press "Enter".

10. Key in the PIN 1, then the PIN 2, then the requested amount.

What is the difference between PIN 1 and PIN 2?

• PIN 1 is any 4-digit number you nominate while creating the Cardless Withdrawal request.

• PIN 2 is a system-generated 6-digit number you receive on the Metrobank Mobile app after creating the request.

How long is the validity of the Cardless Withdrawal request?

A requested Cardless Withdrawal is valid for 30 minutes only.

Can I withdraw an amount lower than the amount requested?

No. Partial withdrawal is not allowed.

If I get an error message on the ATM for typing incorrect details, can I try again?

Yes. You have a maximum of three attempts. If you enter incorrect details three times, you will have to create a new request.

How do I download my statement of account on Metrobank Online?

Transactions for the past 30 days can be downloaded in PDF or CSV format. To download your SOA, follow these steps:

1. On the menu, go to Deposits, then choose the account you want to view the transaction history for.
2. Customize your statement of account by choosing the date range, type of transaction, and/or amount range.
3. Click ‘Download Statement’.
4. Choose between downloading in either PDF or CSV format.
5. SOA will be downloaded. If you choose to download using a PDF format, the file is password protected. The password is your last name in lowercase letters and the last four digits of your account.

The option to download the SOA is only available in Metrobank Online. This option is not currently available in the Metrobank Mobile App.

What date of transactions can I download?

Currently, only transactions for the past 30 days are available for viewing and downloading on Metrobank Online. We are currently working to enhance this feature to a longer date range.

What is the format of the password when I download my SOA using a PDF format?

Please use your last name in lowercase letters, together with the last four (4) digits of your account number. Example: santos1234.

I would like to download my SOA, but I have no transaction history on Metrobank Online, what should I do?

Only past 30-days transactions are available on Metrobank Online. If you have done transactions in the past 30 days but still cannot find any transactions, please check if the date range, type of transaction, and amount range are filtered properly.

If you still cannot find your previous transactions, refresh your browser or kindly contact our Contact Center hotline at (02) 88-700-700 or Domestic toll-free number: 1-800-1888-5775.

Can I also download my SOA through the Metrobank Mobile App?

Currently, the option to download the SOA is only available on Metrobank Online. This option is not available on the Metrobank Mobile App.

Why can I see transactions in the SOA that are not shown on Metrobank Online?

Transactions across all platforms (Metrobank Online, Metrobank Mobile App, Over-the-Counter, ATMs) will show in the SOA since it gets information from the Deposit system.

What is Metrobank Online tax payment facility?

Metrobank Online Tax Direct Facility is a web-based solution designed to interface with the Electronic Filing and Payment System (EFPS) of the Bureau of Internal Revenue and with the Bank.

How can I use this facility to pay income tax?

To pay for your income tax, follow these steps:

1. File your tax return at the Bureau of Internal Revenue Electronic Filing and Payment System (BIR EFPS) website at [BIR EFPS] (https://efps.bir.gov.ph).

2. Upon login, input the necessary details and choose ‘MBTC’ under ‘Transacting Bank’.

3. Click on the ‘Submit’ button to proceed with your payment.

4. Choose ‘Personal Account’ and click ‘Continue’ to proceed to the direct link page.

5. Log in your Metrobank Online username and password.

6. Upon login, the tax payment transaction details screen will be displayed. Select the source account to debit.

7. Review and confirm the details.

8. Enter your 6-digit Metrobank Passcode to authenticate your transaction.

9. The BIR pop-up payment confirmation will display.

10. A transaction acknowledgment page will appear, confirming your transaction.

How secure is the transmission of my data to the website for tax payment through online?

All transmissions of data done through Metrobank Online are encrypted and secured.

How will I know if my tax payment is successful?

You will receive an SMS and email notification showing that the transaction is successful.

If I encounter any error on my tax payment, what should I do?

If you encounter any error on your tax payment, kindly call our Contact Center Hotline at (02) 88-700-700.

How does this tax payment through Metrobank Online benefit me as a taxpayer?

You are not required to visit the bank to make the payments. Tax payment can be made online at your own convenience.

Can I view my tax payment transaction history?

Yes, this information is available online. You can view your transaction history for the past tax payment transactions made, including immediate and future dated tax payments. You can view up to 30 days.

By clicking on the Transaction Reference Number, you can view the details of the Tax Payment transaction.

What is InstaPay?

InstaPay is an electronic fund transfer (EFT) service that enables a customer of a participating Bangko Sentral ng Pilipinas (BSP)-supervised financial institution (BSFI) to transfer Philippine Peso funds from their account to another BSFI account. BSP-supervised financial institutions are banks or electronic money issuers.

InstaPay is part of the National Retail Payment Systems (NRPS) initiative of BSP that seeks to promote electronic payments.

InstaPay can be used for:

• Person-to-person payments

• Domestic remittances

• Payment to service providers, such as plumbers, electricians, carpenters, etc.

• Face-to-face, non-cash payments for goods (for example: sari-sari stores, bazaars, garage sales, etc.)

• Donation to charitable institutions

• Top-ups on digital wallets like GCash or PayMaya

Is InstaPay secure?

Yes, InstaPay is secure and protected by the same level of security standards applied to the interbank funds transfer service currently provided by BSP-supervised financial institutions.

How does InstaPay work?

The sender’s financial institution will debit your account and instantly transfer the funds to your recipient’s financial institution. The funds will instantly be available in the recipient’s account.

When I send money via InstaPay and when will my beneficiary receive it?

Crediting funds is in real-time on InstaPay so your beneficiary will receive it right away.

How can I send money via InstaPay?

You must be enrolled in Metrobank Online and the Metrobank Mobile App to send money via InstaPay.

Using your Metrobank Online: a. Select "Send Money" tab b. Choose the destination bank. c. Fill-out the recipient details, amount, and source account.

For the Metrobank Mobile App: a. Choose "Transfer to Other Bank" from the menu. b. Select "InstaPay". c. Click Transfer button under "One-Time Transfer." d. Fill-out the recipient details, choose source account, and input amount. e. To authenticate your transactions, a one-time password (OTP) will be sent to your registered mobile number.

Is there a transaction fee charged to the sender?

Yes, there will be a PHP 25.00 fee charged for every InstaPay transaction.

Will the recipient be charged a transaction fee?

No, the beneficiary will not be charged a transaction fee. The full amount sent will be credited to your beneficiary.

How much can I send via InstaPay?

You can send up to PHP 50,000 per transaction per day.

How much funds can my beneficiary receive via InstaPay?

Receiving limits may differ with every receiving institution. To ensure your transaction is successfully credited, check with your beneficiary’s transaction limits from their receiving institution.

What will happen if I type the wrong account number of my beneficiary?

InstaPay transactions are validated through account numbers. In cases that you type a wrong account number, the transaction will not be pushed through if the account number is wrong. We encourage you to obtain the correct account information from your payee to make the transaction hassle-free.

Does the sending institution and receiving institution check the beneficiary's name against the account number?

Both sending and receiving institutions validate the account number only. InstaPay participants are not required to match their name against an account number. This is in accordance with BSP Circular No. 980, which states that account number matching will work for domestic account-to-account electronic payments or to implement a transaction. To have a hassle-free transaction, obtain the correct account information from your payee.

Can I cancel an InstaPay transaction?

InstaPay transactions are debited from your account and credited to your beneficiary real-time. Once your account has been debited, the transaction made via Metrobank Online or the Metrobank Mobile App is considered final and can no longer be cancelled.

My app’s screen says 'Transaction Successful' but my beneficiary did not receive the funds, how can my beneficiary claim the money I sent?

In the case you were notified that the transaction was successful and yet the funds have not been credited to the beneficiary account, there might be a connection issue with BancNet or the receiving institution. Your beneficiary shall contact the receiving institution to know when the funds will be credited.

What is PESONet?

PESONet is a fund transfer service available through the Send Money feature of Metrobank Online, where you can transfer money to other bank accounts.

PESONet lets customers of participating banks, e-money issuers or mobile money operators to transfer funds in Philippine peso to customers of other participating banks, e-money issuers or mobile money operators in the Philippines.

Who are the participating financial institutions?

You can go to https://www.pesonet.info/ for a list of participating financial institutions (banks and non-banks).

What are the fees and limits for InstaPay

For the latest updates on InstaPay fees and limits, please refer to https://metrobank.com.ph/rates-and-fees

What are the fees and limits for PESONet?

For the latest updates on PESONet fees and limits, please refer to https://metrobank.com.ph/rates-and-fees.

How long does it take to transfer funds via PESONet?

Funds can be made available to the recipient account/s within the day if the transaction was made before 3:00 PM. If the transaction was made after 3:00 PM, it is processed and credited on the next banking day.

For the latest updates on PESONet fees and limits, please refer to https://metrobank.com.ph/rates-and-fees.

What is QR Ph?

QR Ph is a quick, low-cost, and safe method to pay, transfer, and receive funds from other banks and e-money accounts in the Philippines.

It was launched last November 2019 as the National QR Code standard by the Philippine Payments Management, Inc. (PPMI), under the guidance of the Bangko Sentral ng Pilipinas (BSP).

How can I pay merchants via QR Ph?

You can pay merchants via QR Ph in real time with a Metrobank Online account. Just follow the steps below:

1. Select “QR Code” on the lower dashboard menu

2. Choose “Scan or Upload QR Code” and select “Next” to proceed

3. Scan or upload the Merchant QR Ph Code to proceed

4. Fill out or validate the following information on the screen and click “Next”:

a) Amount
b) Merchant Type
c) Source Account

5. Review and confirm the transactions details then click “Continue”

6. Enter your Metrobank Passcode and SMS One-Time Password (OTP) to authorize the transaction.

After following these steps, you will receive confirmation that your transaction is successful.

How do I know if a merchant can receive QR Ph transactions?

The merchant's code must have the QR Ph logo in the middle. Their registered acquiring bank or EMI must also be a Person-to-Merchant (P2M) QR Ph Participant.

Who are the banks/financial institutions capable of receiving merchant payments via QR Ph?

These are the receiving participants based on BSP’s list as of April 2022: • AllBank, Inc.

• Asia United Bank Corporation

• BDO Unibank, Inc

• Card Bank, Inc

• Cebuana Lhuiller Rural Bank

• G-Xchange, Inc.

• Metropolitan Bank and Trust Company

• PayMaya Philippines, Inc.

• Rizal Commercial Banking Corporation

• Robinsons Bank Corporation

• Starpay Corporation

• TayoCash, Inc.

• USSC Money Services, Inc.

• Zybi Tech, Inc

Is there a transaction fee when I pay merchants via QR Ph?

Paying merchants via QR Ph is free of charge.

What are the transaction limits of QR Ph?

You can send up to PHP 50,000 per transaction per day.

When I pay merchants via QR Ph when will the merchant receive it?

QR Ph uses InstaPay so your merchant receives your payment in real time.

How will I know if my payment is in-progress, successful, or failed?

After you pay via QR Ph, you get an on-screen message on Metrobank Online that says “In-Progress,” “Success,” or “Failed.”

You also receive notifications via: • An SMS to your bank registered mobile number • An email to your bank registered email • A message in your Metrobank Online inbox

Can I cancel my QR Ph payment to merchant?

No. Once authorized, all transactions via QR Ph are final. The funds are debited from your account and credited to the merchant in real time.

Will the amount always automatically appear when I scan the merchant’s QR?

No, it depends on whether your merchant uses a static or a dynamic QR.

What is a “static QR”?

When you pay via a static QR, you access the merchant’s QR facility to pay them. You still have to manually enter the amount to be paid.

What is a “dynamic QR”?

When you pay via a dynamic QR, you access the merchant’s QR facility where you are automatically shown the amount you have to pay. You cannot edit the amount when paying through this method.

Can I use my foreign currency deposit accounts as a source account for merchant payments?

No. You can only use Philippine peso accounts for payments via QR Ph.

Can I save a merchant as a “Contact?”

No. You cannot save accounts you transact with using QR Ph as Metrobank Online contacts.

Can I schedule my merchant payments via QR?

No. You cannot schedule payments to merchants using QR Ph. It is only used for single transactions.

How can I delete my user profile on Metrobank Online?

To delete your profile, call our Contact Center at (02) 88-700-700 or our domestic toll-free number at 1-800-1888-5775.

Note that if you delete your profile, you will not be able to access Metrobank Online and the Metrobank Mobile App.

After deletion, you can create a new user profile. However, you will have to re-enroll your accounts, credit cards, billers, and contacts.

What are the main features of Metrobank Online compared to the Metrobank Mobile App?

The table below is a comparison of features and services that are available on each online banking platform:

For more details, go to metrobank.com.ph/manage/digital-services

Why am I getting a prompt that says “Your account is ineligible” in Metrobank Online and the Metrobank App?

You’re seeing this error message because your account type has a product code and/or relationship code that is/are not allowed or has/have limited access to the features of Metrobank Online and the Metrobank App.

It is highly likely that your account type is non-individual in nature and is not for active or personal use. These account types include, but are not limited to, commercial accounts; third party access accounts; sole proprietorship accounts; and accounts that are inactive in status.

If you previously had access to your account in Metrobank Online and the Metrobank App, this means that there was a recent change in your account type, which is usually due to an update that was initiated by your branch of account.

Should you have questions or concerns about your account, you may visit your branch of account or you may reach us via the Metrobank 24/7 Customer Hotline at (02) 88-700-700. For provincial areas, you may call 1-800-1888-5775 (toll-free).

What are the accounts that are not allowed or have limited access to Metrobank Online and the Metrobank App?

Below are the account types that have limited access to the features of Metrobank Online and the Metrobank App. Accountholders of these accounts can only view their balance and transaction history. All transactions must be done via their branch of account:

• In-Trust-For (ITF) Accounts
• Joint-AND Accounts

On the other hand, below are the account types that have no access to Metrobank Online and the Metrobank App. All transactions of these accounts must be done via the accountholder’s branch of account:

• Cash Cards
• Paycards
• Commercial Accounts
• Sole Proprietorship Accounts
• Third-party Accounts (Agent, Debtor, Guarantee, Guardian, Power of Atty., Pay on Death, Survivorship, Trust, Gift, etc.)
• Inactive Status Accounts

Alternatively, business/commercial accounts may use the Metrobank Business Online Solutions to monitor and do transactions in their account. If these accounts were once enrolled in Metrobank’s retail online banking platforms, it will now display “Unable to retrieve balance” or “Your account is ineligible.” If you encounter this prompt, you’re encouraged to register in Metrobank Business Online. For assistance on how to enroll your commercial account in MBOS, kindly coordinate with your branch of account or Relationship Manager.

Learn more about MBOS at Metrobank Business Online Solutions.

If I have an account type that is not allowed in Metrobank Online and the Metrobank App, can I still use my other enrolled accounts for online banking?

Yes, you can continue using Metrobank Online and the Metrobank App for your other eligible retail accounts.

How should I know if my account type is or has become ineligible in Metrobank Online and the Metrobank App?

If you have an ineligible account, you will receive a prompt notification in Metrobank Online and/or the Metrobank App indicating “Unable to retrieve balance” or “Your account is ineligible.” This notification means you cannot view your balance or do any transactions through Metrobank Online or the Metrobank App.

What should I do if my account has become ineligible in Metrobank Online and the Metrobank App?

Please reach out to your branch of account or call the Metrobank 24/7 Customer Hotline at (02) 88-700-700 to guide you on how you can access your account and do transactions. Meantime, please delete or unenroll your ineligible account/s in Metrobank Online and the Metrobank App.

Why can’t I access my JOINT ‘AND’ account in Metrobank Online and the Metrobank App?

Since your joint account is classified as JOINT ‘AND’, all your transactions must be authorized by both account holders/signatories. Hence, your transactions must be done over the counter to ensure the security of your account.

Can I still access my JOINT ‘OR’ account in my Metrobank Online and the Metrobank App?

Yes, you and your co-account holder may access your JOINT-OR account in your respective online banking profile. This means all transactions will reflect in both your Metrobank Online and Metrobank App accounts.

I am the secondary accountholder of a joint-or account. Can I enroll my account in online banking?\u000b

Yes, you can enroll your account on Metrobank Online and the Metrobank App. Visit this link to learn more.

If my commercial account is not allowed to be enrolled on Metrobank Online and the Metrobank App, what platform should I use for my online financial transactions?

You can enroll your business/commercial account in Metrobank Business Online Solutions (MBOS) to complete your financial transactions. For assistance on how to enroll your commercial account in MBOS, kindly coordinate with your branch of account or Relationship Manager.

Learn more about MBOS at Metrobank Business Online Solutions.

If I enroll my commercial account to Metrobank Business Online Solutions (MBOS), can I still send money to other banks?

Yes, you may still send money to other banks. Fund transfer transactions done in MBOS will be coursed through PESONet.

Note: PESONet is up to PHP 200,000 with daily cut-offs at 10 AM \u0026 3 PM (on a banking day except holidays).

Can I use an international number?

Yes, as long as the mobile number is from these SMS-supported countries:

See the list here:

* Afghanistan
* Albania
* Algeria
* American Samoa
* Andorra
* Angola
* Anguilla
* Antigua and Barbuda
* Argentina
* Armenia
* Aruba
* Australia
* Austria
* Azerbaijan
* Bahamas
* Bahrain
* Bangladesh
* Barbados
* Belarus
* Belgium
* Belize
* Benin
* Bermuda
* Bhutan
* Bolivia
* Bosnia and Herzegovina
* Botswana
* Brazil
* British Virgin Islands
* Brunei
* Bulgaria
* Burkina Faso
* Burundi
* Cambodia
* Cameroon
* Canada
* Cape Verde
* Cayman Islands
* Central African Republic
* Chad
* Chile
* China
* Colombia
* Comoros
* Cook Islands
* Costa Rica
* Croatia
* Cuba
* Cyprus
* Czech Republic
* Democratic Republic of the Congo
* Denmark
* Djibouti
* Dominica
* Dominican Republic
* East Timor
* Ecuador
* Egypt
* El Salvador
* Equatorial Guinea
* Estonia
* Ethiopia
* Falkland Islands
* Faroe Islands
* Fiji
* Finland
* France
* French Polynesia
* Gabon
* Gambia
* Georgia
* Germany
* Ghana
* Gibraltar
* Greece
* Greenland
* Grenada
* Guam
* Guatemala
* Guernsey
* Guinea
* Guinea-Bissau
* Guyana
* Haiti
* Honduras
* Hong Kong
* Hungary
* Iceland
* India
* Indonesia
* Iran
* Iraq
* Ireland
* Isle of Man
* Israel
* Italy
* Jamaica
* Japan
* Jersey
* Jordan
* Kazakhstan
* Kenya
* Kuwait
* Kyrgyzstan
* Laos
* Latvia
* Lebanon
* Lesotho
* Liberia
* Libya
* Liechtenstein
* Lithuania
* Luxembourg
* Macau
* Macedonia
* Madagascar
* Malawi
* Malaysia
* Maldives
* Mali
* Malta
* Mauritania
* Mauritius
* Mexico
* Moldova
* Monaco
* Mongolia
* Montenegro
* Montserrat
* Morocco
* Mozambique
* Namibia
* Nauru
* Nepal
* Netherlands
* Netherlands Antilles
* New Caledonia
* New Zealand
* Nicaragua
* Niger
* Nigeria
* Northern Mariana Islands
* Norway
* Oman
* Pakistan
* Palau
* Panama
* Papua New Guinea
* Paraguay
* Peru
* Poland
* Portugal
* Puerto Rico
* Qatar
* Republic of the Congo
* Reunion
* Romania
* Russia
* Rwanda
* Saint Kitts and Nevis
* Saint Lucia
* Saint Vincent and the Grenadines
* Samoa
* San Marino
* Sao Tome and Principe
* Saudi Arabia
* Senegal
* Serbia
* Seychelles
* Sierra Leone
* Singapore
* Sint Maarten
* Slovakia
* Slovenia
* Solomon Islands
* Somalia
* South Africa
* South Korea
* South Sudan
* Spain
* Sri Lanka
* Sudan
* Suriname
* Swaziland
* Sweden
* Switzerland
* Syria
* Taiwan
* Tajikistan
* Tanzania
* Thailand
* Togo
* Tonga
* Trinidad and Tobago
* Tunisia
* Turkey
* Turkmenistan
* Turks and Caicos Islands
* U.S. Virgin Islands
* Uganda
* Ukraine
* United Arab Emirates
* United Kingdom
* United States
* Uruguay
* Uzbekistan
* Vanuatu
* Venezuela
* Vietnam
* Yemen
* Zambia
* Zimbabwe

Metrobank App

Where can I download the NEW Metrobank App?

You can download the NEW Metrobank App from any of the following: - [Google Play](https://play.google.com/store/apps/details?id=ph.com.metrobank.mcc.mbonline)  - [Apple Store](https://apps.apple.com/ph/app/metrobank-app/id1536081176)  - [Huawei AppGallery](https://appgallery.huawei.com/app/C103071673) 

How do I log in or sign up on the NEW Metrobank App?

How do I get started?

→ If you have an existing Metrobank Online or Metrobank Mobile Banking App account, just log in directly on the NEW Metrobank App using your existing username and password. No need to sign up. Watch our video guides at [Metrobank - How to](https://www.metrobank.com.ph/articles/mb-app-how-to).

If it’s your first time using an online banking channel of Metrobank, you will need to sign up. You may refer to the guide at [Metrobank - Signup Troubleshoot](https://www.metrobank.com.ph/articles/mb-app-signup-troubleshoot).

Can I sign up without a deposit account?

You can sign up to the NEW Metrobank App without a Metrobank deposit account, provided that you have one of these:

• A Metrobank credit card

• A Metrobank prepaid card

• A YAZZ prepaid card

I tried to sign up on the NEW Metrobank App but an error occurred. What should I do?

If this is your first time signing up and the error screen below appears, tap on “Check Details” and verify your account details such as name, date of birth, or contact number.

If you are signing up using a Metrobank current or savings account, credit card account, Metrobank prepaid card, or YAZZ prepaid card, make sure your account is active.

If you have an existing Metrobank Online or Metrobank Mobile Banking App account, just log in directly on the NEW Metrobank App using your existing username and password. No need to sign up.

If you experience further issues, call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 for assistance.

When I try to sign up, I get the error: “Mobile Number / Email are invalid. Please provide another.” What do I do?

If the error screen below appears during sign up, make sure the mobile number and email address you provide match what you registered when you opened your account and that no account is using the same mobile number or email address. 

If you need to update your registered details of your checking or deposit account, you may update your registered details through our online platform. Please refer to Update Your MB Contact Info Online.

If you need to update your registered details of your credit card account, you may contact Metrobank’s Contact Center (02) 88-700-700 (domestic toll-free1-800-1888-5775) to update your account details.

I need to update my registered mobile number and/or email address, how do I do that?

For checking or deposit accounts, you may update your registered details through our online platform. Please refer to [Update Your MB Contact Info Online](https://www.metrobank.com.ph/articles/update-your-mb-contact-info-online).

For credit card accounts, you may contact Metrobank’s Contact Center (02) 88-700-700 or 1-800-1888-5775 to update your account details.

I forgot my username and/or password, how do I recover them?

How to recover your username:

1. On the login screen, tap “Recover Access”

2. Tap on “I forgot my username”

3. Select where you would like to receive your username and tap "Proceed"

4. Enter your passcode

5. You will receive the username via either your mobile number or email address, depending on the channel you selected.

How to recover your password:

1. On the login screen, tap “Recover Access”

2. Tap "I forgot my password"

3. Select where you would like to receive the verification code and tap "Proceed"

4. Enter your email address or mobile number, depending on the channel you selected

5. Enter your passcode

6. Enter the verification code you receive

7. Create your new password

How to recover both your username and password:

→ In case you cannot remember BOTH your username and password, you may contact Metrobank’s Contact Center (02) 88-700-700 (domestic toll-free 1-800-1888-5775) to update your account details.

What is a passcode?

Metrobank Passcode is a security feature of the NEW Metrobank App and Metrobank Online. You are required to nominate a 6-digit code when you sign up. You will need this code for some transactions in the app.

I forgot my passcode, how do I recover it?

Call our Contact Center at (02) 88-700-700 or domestic toll-free number: 1-800-1888-5775 to request a passcode reset.

What do I need to do before the new app is launched?

We will reach out if you have to do something to prepare for the NEW Metrobank App. To be specific:

Condition	What will happen	What you can do
If you only have credit cards enrolled on the account	For security purposes, accounts on Metrobank Online and the Metrobank Mobile App that only have credit cards will be deleted.	Don’t worry. You can create a new account on the new app and re-enroll your credit cards.
If you have deposit accounts and credit cards mismatch	For security purposes, only YOU should have access to your own credit card and deposit accounts. Credit cards with details that do not match your deposit account information will be removed by November 11, 2022.	Don’t worry. If a credit card is really yours, you can easily re-enroll it and re-validate your details on the new app.
If you have scheduled transactions on the old app	To prevent duplicate transactions on your accounts, all scheduled transactions on the old app after December 15, 2022, are canceled.	For your scheduled transactions to continue uninterrupted, please enroll them on Metrobank Online by the said date, otherwise, you may enroll them again manually once you download the new app.
If you have accounts, billers, and payees on the old app	Your accounts, payees, and billers on your old app and Metrobank Online accounts will automatically be on the new app.	Note that starting November...

Why are there two different apps?

The NEW Metrobank App offers a mobile banking experience that is smart, simple, and secure with better integration with Metrobank Online.

You can still use the old Metrobank Mobile App, but some of its features are now disabled. We will also remove it from app stores soon as the app ends its service.

How secure is the NEW Metrobank App?​

The NEW Metrobank App complies with the best security practices to protect your account information and bank transactions through:

• User ID and password login
• Biometrics login
• SMS verification code and/or Passcode for financial transactions
• Two-factor (SMS and email) verification codes to add registered device
• Email and SMS notifications for critical transactions
• Firewall protection
• Message encryption
• Device authentication

What is a verification code?

A verification code or One-Time Password (OTP) is a single-use, random, 6-digit numeric code you use to authenticate a transaction. This can be an email or SMS one-time password (OTP) code and is valid for only 5 minutes.

You can request for a new one-time password (OTP) code by tapping Resend.

What are biometrics?

Depending on your phone, you can use biometrics such as touch ID / fingerprint or facial recognition to log in to the NEW Metrobank App.

Note that you can only use this feature on one registered device. If you enable it on a new device, the app will automatically deactivate it on your current device and register the new device on your user profile.

What should I do if I can’t enroll my biometrics?

Check if you have enrolled biometrics in your phone settings and if your phone supports biometrics.

If I change my mobile phone, can I still use the NEW Metrobank App?

Yes. Just download the app on your new device and log in. The app will require you to do a two-step verification process. First, you will need to verify your registered mobile number, and then your email address. You will receive these verification codes, so enter these in the app to authenticate your new device.

What should I do if I lose my mobile device?

If your mobile device is lost or stolen, call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 to deactivate your account.

To reactivate your account, call our Contact Center and have your mobile number updated.

If my transaction is not yet reflected after 2 to 3 banking days, what should I do?

Call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 for assistance.

Can I buy load, send remittance via Cash Pick-Up, do Cardless Withdrawal, Order Checkbook, apply for Auto Debit Arrangement in the NEW Metrobank App?

These features and more will be added to the NEW Metrobank App and Metrobank Online in the future.

For the meantime, you can buy load, do a cardless withdrawal, order a checkbook using Metrobank Online at https://onlinebanking.metrobank.com.ph, and you can send remittance via Cash Pick-Up using the old Metrobank Mobile App.

Can I install the NEW Metrobank App on multiple devices?

Yes. Just register your new device and enter the verification codes sent to your registered mobile number and email address.

Will the NEW Metrobank App work even if I’m overseas?

Yes. Though for transactions that require SMS verification codes, make sure your registered Philippine-issued mobile is activated for international roaming.

Do also check if your telecommunication provider overseas allows you to receive SMS from the Philippines.

Does it matter if I use the NEW Metrobank App or Metrobank Online for my transactions?

You can do your transactions on the NEW Metrobank App or Metrobank Online. They share the same accounts overview, transaction history (up to 90 days) as well as scheduled transactions. You will be able to see your accounts on both platforms; however, one might have features not present in the other.

Can I keep using the old Metrobank Mobile App?

You can continue using the Metrobank Mobile App after you log in to the NEW Metrobank App.

Do note that some of the features on the Metrobank Mobile App are now disabled because it will soon end its service.

How can I delete my user profile on the Metrobank App?

To delete your online banking account, call our Contact Center at (02) 88-700-700 or our domestic toll-free number at 1-800-1888-5775.

Note that if you delete your online banking account, you will not be able to access Metrobank Online and the NEW Metrobank App.

After deletion, you can create a new online banking account. However, you will have to re-enroll your accounts, credit cards, billers, and contacts.

I am the secondary accountholder of a joint-or account. Can I enroll my account in online banking?

Yes, you can enroll your account on Metrobank Online and the Metrobank App. Visit this link to learn more.

Can both accountholders in a joint-or account sign up for an online banking account?

Yes, as long as:

1. The primary and secondary accountholders have different mobile numbers registered with the bank.
2. The mobile number of the secondary account should be up to date in bank records. If you need to update it, you may do so at your branch of account.

How do I find the nearest Branch, ATM and CAM through the Metrobank App?

From the login screen, slide up the bottom arrow to access “Other Actions” menu. Tap on “Branch, ATM, CAM Locator” and follow the prompts to be sent to the Branch, ATM, and CAM locator page on our website.

How do I get forex rates via the Metrobank App?

From the login screen, slide up the bottom arrow to access “Other Actions” menu. Click on Forex Rates and follow the on-screen instructions.

You can also tap to the hamburger menu after logging in and tap “Forex Rates.”

Why are there two different apps?

The NEW Metrobank App offers a mobile banking experience that is smart, simple, and secure with better integration with Metrobank Online.

You can still use the old Metrobank Mobile App, but some of its features are now disabled. We will also remove it from app stores soon as the app ends its service.

How secure is the NEW Metrobank App?​

The NEW Metrobank App complies with the best security practices to protect your account information and bank transactions through:

• User ID and password login
• Biometrics login
• SMS verification code and/or Passcode for financial transactions
• Two-factor (SMS and email) verification codes to add registered device
• Email and SMS notifications for critical transactions
• Firewall protection
• Message encryption
• Device authentication

What is a verification code?

A verification code or One-Time Password (OTP) is a single-use, random, 6-digit numeric code you use to authenticate a transaction. This can be an email or SMS one-time password (OTP) code and is valid for only 5 minutes.

You can request for a new one-time password (OTP) code by tapping Resend.

What are biometrics?

Depending on your phone, you can use biometrics such as touch ID / fingerprint or facial recognition to log in to the NEW Metrobank App.

Note that you can only use this feature on one registered device. If you enable it on a new device, the app will automatically deactivate it on your current device and register the new device on your user profile.

What should I do if I can’t enroll my biometrics?

Check if you have enrolled biometrics in your phone settings and if your phone supports biometrics.

If I change my mobile phone, can I still use the NEW Metrobank App?

Yes. Just download the app on your new device and log in. The app will require you to do a two-step verification process. First, you will need to verify your registered mobile number, and then your email address. You will receive these verification codes, so enter these in the app to authenticate your new device.

What should I do if I lose my mobile device?

If your mobile device is lost or stolen, call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 to deactivate your account.

To reactivate your account, call our Contact Center and have your mobile number updated.

If my transaction is not yet reflected after 2 to 3 banking days, what should I do?

Call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 for assistance.

Can I buy load, send remittance via Cash Pick-Up, do Cardless Withdrawal, Order Checkbook, apply for Auto Debit Arrangement in the NEW Metrobank App?

These features and more will be added to the NEW Metrobank App and Metrobank Online in the future.

For the meantime, you can buy load, do a cardless withdrawal, order a checkbook using Metrobank Online at https://onlinebanking.metrobank.com.ph, and you can send remittance via Cash Pick-Up using the old Metrobank Mobile App.

Can I install the NEW Metrobank App on multiple devices?

Yes. Just register your new device and enter the verification codes sent to your registered mobile number and email address.

Will the NEW Metrobank App work even if I’m overseas?

Yes. Though for transactions that require SMS verification codes, make sure your registered Philippine-issued mobile is activated for international roaming.

Do also check if your telecommunication provider overseas allows you to receive SMS from the Philippines.

Does it matter if I use the NEW Metrobank App or Metrobank Online for my transactions?

You can do your transactions on the NEW Metrobank App or Metrobank Online. They share the same accounts overview, transaction history (up to 90 days) as well as scheduled transactions. You will be able to see your accounts on both platforms; however, one might have features not present in the other.

Can I keep using the old Metrobank Mobile App?

You can continue using the Metrobank Mobile App after you log in to the NEW Metrobank App.

Do note that some of the features on the Metrobank Mobile App are now disabled because it will soon end its service.

How can I delete my user profile on the Metrobank App?

To delete your online banking account, call our Contact Center at (02) 88-700-700 or our domestic toll-free number at 1-800-1888-5775.

Note that if you delete your online banking account, you will not be able to access Metrobank Online and the NEW Metrobank App.

After deletion, you can create a new online banking account. However, you will have to re-enroll your accounts, credit cards, billers, and contacts.

I am the secondary accountholder of a joint-or account. Can I enroll my account in online banking?

Yes, you can enroll your account on Metrobank Online and the Metrobank App. Visit this link to learn more.

Can both accountholders in a joint-or account sign up for an online banking account?

Yes, as long as:

1. The primary and secondary accountholders have different mobile numbers registered with the bank.
2. The mobile number of the secondary account should be up to date in bank records. If you need to update it, you may do so at your branch of account.

How do I find the nearest Branch, ATM and CAM through the Metrobank App?

From the login screen, slide up the bottom arrow to access “Other Actions” menu. Tap on “Branch, ATM, CAM Locator” and follow the prompts to be sent to the Branch, ATM, and CAM locator page on our website.

How do I get forex rates via the Metrobank App?

From the login screen, slide up the bottom arrow to access “Other Actions” menu. Click on Forex Rates and follow the on-screen instructions.

You can also tap to the hamburger menu after logging in and tap “Forex Rates.”

Why should I switch to the NEW Metrobank App?

With the NEW Metrobank App, you can customize your dashboard so that you see everything you need at a single glance.

On top of the app's must-have features, you can now do more with just a few taps:

• Send money using your credit card via PayNow
• Pay bills using your credit or prepaid card
• Get cash installment via Cash2Go
• Move your balance from other credit cards with Balance Transfer
• Convert purchases to installments with Balance Conversion
• Activate your new Metrobank credit card
• Report and deactivate lost credit card

Download the NEW Metrobank App and enjoy a seamless online banking experience anytime, anywhere. Just log in using your existing credentials.

Learn more at http://metrobank.com.ph/mb-app

Can I use my Metrobank Online account to log in to the NEW Metrobank App?

Yes, your login details on Metrobank Online can be used on the NEW Metrobank App.

Will the data from my old Metrobank Mobile App be transferred to the NEW Metrobank App?​

If it is your first time to log in to the NEW Metrobank App or Metrobank Online, you will be asked to verify your email address using an email one-time password (OTP), nominate a six-digit passcode, and verify your mobile number using an SMS OTP.

Your accounts, payees, and billers on your Metrobank Mobile App and Metrobank Online profiles will be on the new app, but you might see duplicates for those that are enrolled on both platforms. Don’t worry, you can just delete them easily.

Note that scheduled transactions from the old Metrobank Mobile App will not synch to the NEW Metrobank App to avoid duplicate processing of scheduled transactions.

Where can I find my credit card, prepaid, and YAZZ prepaid card account details on the NEW Metrobank App?

On the dashboard, tap Menu then select My Accounts. You may also customize your dashboard so that it shows your credit and prepaid cards.

Where can I find my spouse’s credit card account details on the NEW Metrobank App?

If you are the primary cardholder, you may view your spouse’s credit card accounts under My Accounts (supplementary account).

This is not available if you are not the primary cardholder.

Where can I find my enrolled billers and contacts on the NEW Metrobank App?

On the dashboard, tap Menu. Select Billers for viewing of enrolled billers. You may also select Enrolled Contacts if you wish to view your contacts.

Do I have to use the same mobile number registered with my bank or credit card account?

Yes. The mobile number you register on the NEW Metrobank App should be the same as the mobile number registered at your branch of account.

How does the NEW Metrobank app compare to the existing Metrobank Mobile App?

The NEW Metrobank App offers a fresh look and feel, available in both light and dark mode. Plus, it has a customizable dashboard so you can manage and access your most used features in one place.

On top of the app's must-have features, you can now do more with just a few taps:

• Send money via PayNow using your credit card as a source
• Pay bills using your credit or prepaid card
• Convert your available credit card limit to cash via Cash2Go
• Consolidate balances from your other credit cards to your Metrobank credit card via Balance Transfer
• Settle your Metrobank credit card balance through installments via Balance Conversion
• Activate your new Metrobank credit card
• Report and deactivate lost credit card

I did not receive my SMS One-Time Password (OTP), what should I do?

Please make sure you have a strong signal and the mobile number you are using is the one you provided to your branch when you opened your account.

When I try to sign up, I get the error: “Device security alert”. What do I do?

Before logging in, make sure that the “developer mode” in your phone’s settings is turned off. This is to prevent performance issues whenever you use the NEW Metrobank App. 

To turn off the “developer mode”:

• Go to the Settings on your phone.
• Look for “Developer Options” and switch off the developer option.

Sample from a Samsung device:

If you cannot find the “Developer Options” in your phone’s Settings, check your device’s online manual for guidance. Sample links for common mobile devices:

• Apple
• Huawei
• Oppo

How do I pay bills and manage billers?

How do I pay bills?

To learn how to pay your bills, you may watch the how-to video at [Metrobank - How to](https://www.metrobank.com.ph/articles/mb-app-how-to).

You may also follow these steps:
1. Go to Pay Bills from any of these screens then tap 'Pay Bills' button:
   - Dashboard
   - Shortcuts
   - Deposit Account overview screen
   - Prepaid Account overview screen
   - Credit Card overview screen
   - Enrolled or All Billers
   - Side navigation menu
   - Bottom navigation bar
2. Select the source account by tapping the “From” field. The “From” will be pre-filled if you came from an account overview page or have only one account enrolled. Otherwise, you have to select the source account.
3. Type the amount. It can’t be higher than the available balance of the source account.
4. Choose the biller. Tap on the “To” field to select the type of biller.
5. Choose the schedule. You can tap either immediate or later depending on your preference.
6. Enter any notes you want to add (but this is optional), then tap “Next”
7. Review the details and tap “Confirm” if correct
8. Enter your Passcode and tap “Next”
9. A confirmation screen will appear confirming that your transaction is being processed.
10. Confirm the status of your transaction through email or SMS notifications. You may also check the Activity Log of the app by tapping the bell icon at the upper right corner of the Dashboard screen.

How long does it take for bill payments to be posted or credited?

Bill payments are posted in 2 to 3 banking days.

How do I enroll my billers?

To learn how to enroll billers, you may watch the how-to video at [Metrobank - How to](https://www.metrobank.com.ph/articles/mb-app-how-to).

You may also follow these steps:
1. Choose “Billers” under the Side Navigation Menu
2. Tap “+Enroll” button
3. Select or type in the biller’s name in the search bar
4. Fill out biller details and tap “Next”
5. Review the biller’s details and tap “Confirm”
6. Enter your passcode and tap “Proceed”

Can I pay bills using my Metrobank credit card?

Yes. All credit cards except ON Internet Mastercard and Metrobank Dollar Card can be used as a source of payment for bills payment.

I made an error with the Biller Name and Account/Subscriber Number and proceeded with my transaction. Will I get a refund?

No refunds are allowed once the transaction has been successfully processed and charged to your Metrobank credit card. You need to ensure that the details required to process bills payment and the amount are complete and accurate.

How do I delete enrolled billers?

Follow these steps to delete your billers: 1. Choose “Billers” under the Side Navigation Menu 2. Tap the enrolled biller you wish to delete 3. Tap “Edit Details” 4. Tap “Unenroll Biller” 5. A verification prompt will appear. Tap “Unenroll” to proceed. 6. Enter your passcode and tap “Proceed”

How does this affect my bill payment transactions via Metrobank Online and the Metrobank App?

The PHP250,000 daily bill payment transaction limit is applied per Metrobank account. This means, it is your total bills payment transaction limit via Metrobank Online and the Metrobank app.

Is it possible to increase my daily bill payment transaction limit?

Yes, we can change/customize the daily bill payment transaction limit of your account. You may visit or call your branch of account to request for this change. Visit [Metrobank Locator](https://www.metrobank.com.ph/locator) to get the contact details and address of your branch.

How do I send money using your credit card (PayNow)?

→ **What is PayNow?** PayNow is a credit card feature that provides electronic fund transfer and payment solution services from an active credit card to select or nominated individual bank accounts.

How to avail of Cash2Go?

→ **What is Cash2Go?** Cash2Go is a credit card installment feature which allows you to convert available credit limit in your Metrobank credit card to cash you pay back in installments of three to 60 months.

How to avail of Balance Transfer?

→ **What is Balance Transfer?** Balance Transfer is a special credit card installment feature where you can transfer your other credit card balances to your Metrobank credit card and pay in installments of six to 60 months.

How to avail of Balance Conversion?

→ **What is Balance Conversion?** Balance Conversion is a special installment product where you can convert your Metrobank credit card’s outstanding balance to installments from three to 60 months.

How to transfer funds and receive funds using Quick Response (QR) Code?

How to transfer funds and receive funds using Quick Response (QR) Code?

What is the difference between Metrobank Online, the Metrobank Mobile Banking App, and the NEW Metrobank App?

Metrobank Online is our online platform which allows you to do your banking on a browser on any device, whether it’s a personal computer, a laptop, a tablet, or a mobile phone. The Metrobank Mobile App is our current banking app which lets you do transactions using your checking and savings accounts on your mobile phone. The NEW Metrobank App is our latest banking app that is linked to Metrobank Online and can be used on your mobile device. Its smart features let you get more from your credit and prepaid cards, and also has a new, customizable look and feel. It’s smart. It’s simple. It’s secure. It’s the NEW Metrobank App!

What is the difference between Metrobank Online, the Metrobank Mobile Banking App, and the NEW Metrobank App?

Metrobank Online is our online platform which allows you to do your banking on a browser on any device, whether it’s a personal computer, a laptop, a tablet, or a mobile phone.

The Metrobank Mobile App is our current banking app which lets you do transactions using your checking and savings accounts on your mobile phone.

The NEW Metrobank App is our latest banking app that is linked to Metrobank Online and can be used on your mobile device. Its smart features let you get more from your credit and prepaid cards, and also has a new, customizable look and feel. It’s smart. It’s simple. It’s secure. It’s the NEW Metrobank App!

Why is Metrobank putting a PHP250,000 daily account limit for bill payment transactions?

As part of Metrobank’s efforts to ensure the security of clients’ accounts, it has capped clients’ daily bill payment transaction to PHP250,000 starting 14 April 2023.

How does the NEW Metrobank app compare to the existing Metrobank Mobile App?

The NEW Metrobank App offers a fresh look and feel, available in both light and dark mode. Plus, it has a customizable dashboard so you can manage and access your most used features in one place.

On top of the app's must-have features, you can now do more with just a few taps:

• Send money via PayNow using your credit card as a source
• Pay bills using your credit or prepaid card
• Convert your available credit card limit to cash via Cash2Go
• Consolidate balances from your other credit cards to your Metrobank credit card via Balance Transfer
• Settle your Metrobank credit card balance through installments via Balance Conversion
• Activate your new Metrobank credit card
• Report and deactivate lost credit card

What do I need to do before the new app is launched?

We will reach out if you have to do something to prepare for the NEW Metrobank App. To be specific:

Condition	What will happen	What you can do
If you only have credit cards enrolled on the account	For security purposes, accounts on Metrobank Online and the Metrobank Mobile App that only have credit cards will be deleted.	Don’t worry. You can create a new account on the new app and re-enroll your credit cards.
If you have deposit accounts and credit cards mismatch	For security purposes, only YOU should have access to your own credit card and deposit accounts. Credit cards with details that do not match your deposit account information will be removed by November 11, 2022.	Don’t worry. If a credit card is really yours, you can easily re-enroll it and re-validate your details on the new app.
If you have scheduled transactions on the old app	To prevent duplicate transactions on your accounts, all scheduled transactions on the old app after December 15, 2022, are canceled.	For your scheduled transactions to continue uninterrupted, please enroll them on Metrobank Online by the said date, otherwise, you may enroll them again manually once you download the new app.
If you have accounts, billers, and payees on the old app	Your accounts, payees, and billers on your old app and Metrobank Online accounts will automatically be on the new app.	Note that starting November...

Why are there two different apps?

The NEW Metrobank App offers a mobile banking experience that is smart, simple, and secure with better integration with Metrobank Online.

You can still use the old Metrobank Mobile App, but some of its features are now disabled. We will also remove it from app stores soon as the app ends its service.

How secure is the NEW Metrobank App?​

The NEW Metrobank App complies with the best security practices to protect your account information and bank transactions through:

• User ID and password login
• Biometrics login
• SMS verification code and/or Passcode for financial transactions
• Two-factor (SMS and email) verification codes to add registered device
• Email and SMS notifications for critical transactions
• Firewall protection
• Message encryption
• Device authentication

What is a verification code?

A verification code or One-Time Password (OTP) is a single-use, random, 6-digit numeric code you use to authenticate a transaction. This can be an email or SMS one-time password (OTP) code and is valid for only 5 minutes.

You can request for a new one-time password (OTP) code by tapping Resend.

What are biometrics?

Depending on your phone, you can use biometrics such as touch ID / fingerprint or facial recognition to log in to the NEW Metrobank App.

Note that you can only use this feature on one registered device. If you enable it on a new device, the app will automatically deactivate it on your current device and register the new device on your user profile.

What should I do if I can’t enroll my biometrics?

Check if you have enrolled biometrics in your phone settings and if your phone supports biometrics.

If I change my mobile phone, can I still use the NEW Metrobank App?

Yes. Just download the app on your new device and log in. The app will require you to do a two-step verification process. First, you will need to verify your registered mobile number, and then your email address. You will receive these verification codes, so enter these in the app to authenticate your new device.

What should I do if I lose my mobile device?

If your mobile device is lost or stolen, call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 to deactivate your account.

To reactivate your account, call our Contact Center and have your mobile number updated.

If my transaction is not yet reflected after 2 to 3 banking days, what should I do?

Call our Contact Center at (02) 88-700-700 or domestic toll-free: 1-800-1888-5775 for assistance.

Can I buy load, send remittance via Cash Pick-Up, do Cardless Withdrawal, Order Checkbook, apply for Auto Debit Arrangement in the NEW Metrobank App?

These features and more will be added to the NEW Metrobank App and Metrobank Online in the future.

For the meantime, you can buy load, do a cardless withdrawal, order a checkbook using Metrobank Online at https://onlinebanking.metrobank.com.ph, and you can send remittance via Cash Pick-Up using the old Metrobank Mobile App.

Can I install the NEW Metrobank App on multiple devices?

Yes. Just register your new device and enter the verification codes sent to your registered mobile number and email address.

Will the NEW Metrobank App work even if I’m overseas?

Yes. Though for transactions that require SMS verification codes, make sure your registered Philippine-issued mobile is activated for international roaming.

Do also check if your telecommunication provider overseas allows you to receive SMS from the Philippines.

Does it matter if I use the NEW Metrobank App or Metrobank Online for my transactions?

You can do your transactions on the NEW Metrobank App or Metrobank Online. They share the same accounts overview, transaction history (up to 90 days) as well as scheduled transactions. You will be able to see your accounts on both platforms; however, one might have features not present in the other.