PNB Mobile Banking FAQs (2024)

• About PNB Digital
• Features in PNB Digital
• Access to PNB Digital
• Add Your PNB Account/s and Credit Card/s
• Login Options
• PNB Digital Key
• Online Activation Code (OAC) and One-Time PIN (OTP)
• Change Mobile Number and/or Email Address
• Switching to a New Mobile Device
• Forgot Username and Password
• Customize your App Dashboard
• Session Timeout
• Lost/Stolen Device
• Concerns and Inquiries

What is PNB Digital?

PNB Digital is PNB’s mobile banking app that aims to provide PNB Depositors and Credit Cardholders secure and easy access to their accounts.

Where can I download the PNB Digital App?

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

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

• Android™ powered devices (Android 8.0 and above)
• Apple® Devices with iOS 13.0 and above

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

What can I do with PNB Digital?

With PNB Digital, you can:

• Sign up without visiting the branch using your account number or PNB Debit/Credit Card Number
• Monitor the balances and view previous transactions of your deposit and e-money accounts | Learn More
• View your active time deposit accounts
• Send money between PNB accounts, other local banks and eWallets | Learn More
• Pay bills using your deposit account or credit card | Learn More
• Request money without sharing your account number via QR Code | Learn More
• Transfer funds and make payments in-store and to online merchants via QR Code | Learn More
• Make a Cardless withdrawal at any PNB ATM | Learn More
• Manage your UITF Investments | Learn More
• Schedule one-time or recurring fund transfer and bills payment transactions
• Manage your saved payees, billers and scheduled transactions
• View your credit card balance, statement details and rewards points
• Monitor your recent, installment and supplementary credit card transactions
• Access your credit card PIN
• View and download your credit card electronic statements
• Order a checkbook for your enrolled checking accounts
• Find the nearest PNB branch or ATM in your location.
• Check out exclusive deals with PNB Credit Cards
• Get the latest foreign exchange rates
• Know how to reach us through phone, email or via Skype

Watch our PNB Digital Tutorial Videos

Access to PNB Digital

What type of accounts can I enroll in PNB Digital?

You can enroll in PNB Digital using the following accounts:

• PNB Debit/ATM Card
• PNB Passbook Savings Accounts
• PNB Checking Accounts
• PNB Pensioner Accounts, including Direct Deposit Pension (DDP) Accounts
• PNB Joint OR Accounts*
• PNB Credit Cards (For Principal Cardholders only)

*For Joint-Or Secondary Accountholder enrollment, the Online Activation Code (OAC) and One-Time PIN (OTP) will be sent to the Primary Accountholder’s email and mobile number, respectively. Subsequent authentication OTPs for financial transactions will be sent to the enrolled secondary accountholder’s registered mobile number.

The following are not eligible for enrollment

• Corporate and Joint AND accounts
• Supplementary, corporate, business and installment credit cards

How many mobile devices can I use with the app?

The PNB Digital App currently allows access to one (1) registered mobile device at a time.

Can I still access my accounts online when I go abroad?

Yes. You can access your accounts anywhere you go as long as your mobile device has mobile data or WIFI connection.

Add Your PNB Account/s and Credit Card/s

How can I add my other PNB deposit accounts and credit cards?

1. Go to More and tap on Add Account. You can also add an account by tapping on the + icon on the upper right corner of the My Accounts screen.
2. For Deposit Account
   
   • Enter the account number of the account that you wish to add.
   
   For Credit Card
   • Read and agree to the Terms & Conditions
   • Enter the card number and expiry date
3. Enter the 6-digit One-Time PIN (OTP) sent via SMS*
4. View the confirmation screen indicating that the account has been added and tap Okay.

*If a Joint-Or Secondary Accountholder adds an account, the OTP will be sent to the Primary Accountholder’s mobile number.

Login Options

How can I login to PNB Digital?

To login, tap on the Banking Services icon or on any button at the bottom of the screen.
After your first login, you can choose from the following login options:

• Password
• Fingerprint/Touch ID
• Face ID

How do I activate Touch/Face ID on my PNB Digital App?

1. Go to More and tap on the Biometrics toggle switch.
2. A confirmation message will be displayed once your Touch/Face ID has been enabled.

If my fingerprint/touch or face ID gets rejected, is there another way to log in?

You can still log in by using your password. Enabling the Fingerprint/Touch or Face ID will not interfere with the regular login method.

What should I do if I get locked out of my account?

For your security, your access will be locked after three (3) consecutive incorrect password entries. You need to reset your password by selecting Password as the authentication method on the login page and tap on “Reset Password”.

PNB Digital Key

What is PNB Digital Key?

PNB Digital Key is your new alternative to authenticate your fund transfer and bills payment transactions. This allows you to complete your transactions faster without the need to wait for an SMS One-Time PIN (OTP).

When enabled, the PNB Digital Key will notify you upon login if the system detects any changes in any registered data from your previous sessions such as login location.

How can I activate my PNB Digital Key?

From the app dashboard, go to More > Security, look for PNB Digital Key and tap on the toggle button to activate.

Online Activation Code (OAC) and One-Time PIN (OTP)

What is an Online Activation Code (OAC)?

An Online Activation Code (OAC) is a code required for newly registered users for their security when signing up to PNB Digital. You will be asked to enter the OAC sent to your registered email address.

What is a One-Time PIN (OTP)?

A One-Time PIN (OTP) is an additional security feature in PNB Digital. You will be asked to enter a 6-digit OTP when performing banking transactions including, but not limited to the following:

• Sign up
• Add account
• Send money to another PNB Account and to other local banks
• Pay bills
• Order Checkbooks
• Reset password

What should I do if I don’t receive my OTP and OAC?

You may visit a PNB branch near you or contact us to check if your contact details are correct and if your account is still active.

• PNB Customer Care Hotline: (+632) 8573-8888
• Email: customercare@pnb.com.ph

• PNB Cards 24/7 Customer Service Hotline: (+632) 8818 9818 or DTF 1800 10 818 9818
• Email: pnbcreditcards@pnb.com.ph

What happens if an OTP is not entered immediately?

The OTP shall expire if not entered within five (5) minutes. If this happens, you can get a new OTP by tapping the “Resend OTP” button.

What happens if an OAC is not entered immediately?

The OAC shall expire if not entered within five (5) minutes. If this happens, you can get a new OAC by selecting the “Resend OAC” button.

What happens if I accidentally input a wrong OTP and OAC?

You are only given three (3) attempts to input an OTP/OAC. After three (3) consecutive unsuccessful attempts, you will be locked out of your account for your security. You can login again and repeat your transaction after 24 hours.

How many times can I regenerate the OTP and OAC?

You can only regenerate the OTP/OAC three (3) times. If you exceed your allowable attempts, the “Resend OTP/OAC” button shall be disabled, and you shall be logged out of your account for your security.

Can I receive the OTP if my registered mobile number is from an international network?

Yes, you can receive the OTP for as long as your international service provider is supported by PNB.

Is the OTP free of charge?

Yes, OTP is always free. It shall not be charged to your mobile phone bill regardless of your location and the number of times you transact online. However, if you are currently overseas and your mobile number is in international roaming mode, you may be charged for the corresponding charges by your network provider.

Change Mobile Number and/or Email Address

What should I do if I changed my mobile number and/or e-mail address?

For PNB Depositors, you can do any of the following options:

• Option 1: Download the Online Customer Update Form HERE and email to your Branch of Account along with clear pictures of the following:
  • One valid government ID with photo and signature
  • Three (3) specimen signatures written on a piece of paper

Use the email subject: "Customer Update Request"

You may contact your branch of account to request for their email address.

Note: Your branch of account will contact you after two (2) banking days to schedule a video call to confirm your request.

• Option 2: Visit your nearest PNB Branch to make your request
For PNB Credit Cardholders, you may request to update your details by calling PNB Cards 24/7 Customer Service Hotline at (+632) 8818 9818 or DTF 1800 10 818 9818.

Switching to a New Mobile Device

How can I switch my PNB Digital App access to a different mobile device?

After downloading and installing the app on your new mobile device, kindly follow the steps found in our guide HERE.

Forgot Username and Password

What should I do if I forget my User ID?

If you forget your User ID, please call PNB Customer Care (+632) 8573-8888 or visit a PNB Branch near you.

What should I do if I forget my password?

1. On the login screen, select Password as the authentication method and tap Reset Password.
2. Provide your account details.
3. Enter the One-Time PIN (OTP) sent to your registered mobile number.
4. Log in using the temporary password sent to your registered email address.
5. Enter the Online Activation Code (OAC) and One-Time PIN (OTP) sent to your registered email address and mobile number, respectively.
6. Nominate your new password and tap Confirm.
7. Receive an SMS/email notification on your successful password change. You can now use your new password on your next login.

Customize your App Dashboard

How can I add my favorite payees, billers and banking services in my dashboard?

The app also allows you to pin your favorite or most frequent payees, billers and banking services to your dashboard for easy access

• To Add, tap on any star icon to add a payee/ biller or the plus icon to add a banking service.
• To remove an existing payee, biller or banking service that is pinned in the dashboard, just tap-and-hold on the item you wish to remove. When the icon wiggles and a little X mark shows up in the corner, tap it to remove the icon.

Session Timeout

What is a session timeout?

A session timeout happens when there is no activity detected in the app. For your security, you will be automatically logged out of the app if it does not detect any activity for some time.

Lost/Stolen Device

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

If you are a PNB depositor, visit your branch of account or call PNB Customer Care (+632) 8573 8888 and request for removal of the registered device in PNB Digital. For PNB Credit Cardholders with no deposit account enrolled in the app, you may call PNB Cards 24/7 Customer Service Hotline at (+632) 8818 9818 or DTF 1800 10 818 9818.

Concerns and Inquiries

Who should I contact if I have questions or encounter issues using PNB Digital?

If you have concerns related to PNB Digital and other Bank services, you may contact your branch of account or our Customer Care at +632 8573 8888 / customercare@pnb.com.ph. For credit card concerns, you may contact PNB Cards Customer Service Hotline at +632 8818 9818 or DTF 1800 10 818 9818

All customer concerns are handled following the Bank's Consumer Assistance Process. PNB will ask you for information needed to investigate and address your concern and record the same for reference.