Metrobank Mobile Banking

Frequently Asked Questions (FAQs)

What is Metrobank Mobile Banking?

This is Metrobank's enhanced mobile banking channel which allows you to do various banking transactions
conveniently using your mobile phone or tablet anytime, anywhere.

What are the features available in Metrobank Mobile Banking?

With the new Metrobank Mobile Banking, you can enjoy the following features:
 Peer-to-Peer (Third Party Accounts) Enrollment for faster transactions among family and friends
 Scheduled Fund Transfer and Bills Payment transactions
 Checkbook Re-order
 Transfer to Mobile wherein you can facilitate fund transfer via mobile number (recipient must be
enrolled in Metrobank Mobile Banking)
 Send/Request Money for easier facilitation of fund transfer (recipient of request will only need to
authorize the transaction)
 Send/Request Mobile Prepaid Load
 Cardless Withdrawal (initiate request)

Also, you continue to perform standard functionalities such as:

 View account balance and details
 Bills payment and fund transfer

Even when you don’t have an account with us, you can still access the app for the following:
 Forex rates
 Latest news on financial and stock markets
 Car and home loan online application form
 Car and home loan calculator
 Latest promotional offerings
 Branch Locator

Is Metrobank Mobile Banking available 24 hours a day?

Yes. Metrobank Mobile Banking is available 24X7.

Can I still use my existing Metrobank Mobile Banking app?

No. The old Metrobank Mobile Banking app (MPIN-based) is no longer available. If you are an existing Metrobank
Direct Online user, kindly login using your credentials or please proceed with a new enrollment if you do not have
an MB Direct user account yet.

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ENROLLMENT:

Who may enroll in Metrobank Mobile Banking?

Metrobank Mobile Banking is available to all individual Metrobank clients with the following:
 Deposit accounts (Peso and Foreign Currency). For joint “OR” accounts, only the primary accountholder
can enroll online. To check if you are the primary accountholder, please coordinate with your branch of
account. Non-accountholders can still install the app and enjoy features stated above.
 An active mobile subscription (pre-paid or post-paid) to any of the local providers (Globe, Smart and Sun),
and their sub-brands/affiliates (Talk and Text/TNT, TM, ABS-CBN mobile, etc.). This is where the One Time
Password (OTP) will be sent to validate your registration.
 An active e-mail address. You will receive a temporary password through your registered e-mail address in
order to enroll. This is also where you will be receiving notification messages when you start using the
facility such as approval of requests, transaction notices, maintenance schedules and service updates.

Will the Metrobank Mobile Banking app work even if I’m overseas?
Yes, for as long as the Philippine-issued mobile number you have registered when you signed up is activated for
international roaming. This is needed in order for you to receive notifications and One-Time Passwords (OTPs) for
secured banking transactions.

Why is my Metrobankdirect Online username and password not working? Can I use it to log in to Metrobank
Mobile Banking?
Yes provided you do not have a Metrobank Mobile Banking account yet. Please make sure to get an updated
Metrobank Mobile Banking app version.

I didn’t receive my temporary password. Until when is it valid? What should I do?
Kindly check if the correct e-mail address was entered. If correct, kindly click on “Forgot Password” on the login
page. You will receive another password in your registered email address. Kindly note that a temporary password
is only valid for 2 calendar days after sign-up. If you fail to log-in within 2 days, your user id will be deleted.

Why do I have to enter my ATM PIN to enroll?

Entering your ATM PIN is a one-time validation needed to authenticate your account when you enroll in
Metrobank Mobile Banking.

I am having difficulty in typing my date birth during initial account enrollment?

Please be advised that date picker feature to enter your date of birth during initial account enrollment
depends on the make and model of your mobile phone. Suggest setting your date of birth by tapping the
year first then month and day. For information in using this phone-dependent feature, please refer to
your mobile phone's manual.

Can I enroll my passbook account?

You need to first enroll a card-based account (Debit, ATM Savings,) in order to add your passbook account.

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Can I enroll my foreign currency account/s in Metrobank Mobile Banking?
Yes, you may enroll your foreign currency account/s in Metrobank Mobile Banking for inquiry/viewing purposes
only. Fund transfer to/from a foreign currency account is not yet available.

MAINTENANCE:

If I change my mobile phone, can I still use Metrobank Mobile Banking?

Yes. Kindly call our Contact Center hotline in order to deactivate your previous registration in Metrobank Mobile
Banking. Once it is deactivated, you may download the app on your new mobile phone and register once again.
You need to call our Contact Center hotline to reactivate your account.

Do I need to coordinate with my branch of account to update my registered mobile number?

If you still have access to your existing registered mobile number, you may proceed with self-service facility to
update/add your registered mobile number.
 From User Profile, tap the pencil icon.
 Look for More Information panel then tap Mobile Number.
 Enter your new mobile number. You have an option to delegate the new mobile number to any of your
bank accounts and/or tag as primary mobile number. The latter tagging determines where you will
receive your One-Time Passwords and notifications. Then tap Submit button.
 Enter One-Time Password to be sent to your newly added registered mobile number

What should I do in case my mobile phone gets stolen?

Kindly call our Contact Center hotline to deactivate your previous registration in Metrobank Mobile Banking. Once
deactivated, you may download the app on your new mobile phone and enroll once again. Call our Contact Center
hotline to reactivate your account

Can I use Touch ID or facial recognition feature in Metrobank Mobile Banking app?
Please be advised that depending on the make and model of your mobile phone, you may use its features and
employ biometric identification (e.g. Touch ID or facial recognition) as added security when facilitating transactions
except logging in. For information in using this phone-dependent feature, please refer to your mobile phone's
manual.

Can I install Metrobank Mobile Banking app in multiple devices?

Yes. You can download the app in another device and login using your user ID and password. To register your
second/nth device, simply enter the One-Time Password (OTP) that is sent to your first device.

I didn’t receive my OTP. What should I do?

Kindly click the “Resend” button to resend OTP. You have an option to activate in-app OTP so you no longer have
to wait for OTP via SMS. This is an alternative facility to the existing OTP via SMS. This facility can only be activated
in one device.

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Why do I keep getting “Unable to Connect to Server error” when I access my account?
Kindly check if you are properly connected to the internet. If you are connected but still getting the error, please
close the app and try to access Metrobank Mobile Banking again after 10 minutes.

What should I do if I forget my User ID?

Kindly call our Contact Center Hotline at (63 2) 8700 700 or 1-800-1888-5775 (Domestic Toll-Free Hotline: 1-800-
1888-5775)

What should I do if I forget my password?

You can request to reset your password or unlock your Metrobank Mobile Banking profile by tapping on “Forgot
Password”. You will be asked to enter your User ID or e-mail address. An e-mail containing the password reset link
will be sent to your email address. The reset link is valid for 5 minutes only.

FEATURES:
Why I can’t pay by bills? Why can’t I pay bills? OR How do I pay bills?
There are 2 ways to pay your bills in Metrobank Mobile Banking.
Option 1 is via “My Bills”:
1. From menu panel, tap “My Bills”.
2. In One-Time Payment option, tap “Pay”.
3. In search panel, type in biller’s name then tap “Next” or “Search” or “Go” located in your phone’s
keypad.
4. Fill out payment details and tap “Next”.
5. Choose source account then tap “Submit”.

Option 2 is via “My Accounts” with biller enrollment required.

Why is the prepaid reload facility is no longer available?

Prepaid reload facility is still available in Metrobank Mobile Banking.
There are 2 ways to send prepaid reload.
Option 1 is via “My Accounts” option.
1. Tap source account.
2. Choose “Transact”.
3. Choose “Buy Load”.
4. Enter the target mobile number then tap “Next”.
5. Choose denomination.
6. You have an option to enter personalized message. Tap “Buy Load” to proceed.
7. Review the transaction and tap “OK”.

Option 2 is via “My Peers” with enrollment required.

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How can I send money?
You have two (2) options to send money/ transfer funds.
Option 1 is via “My Accounts” option:
1. Tap source account.
2. Choose “Transact”.
3. Choose “Transfer to Mobile/Account”.
4. Enter either target mobile number or 13-digit account number and amount then tap Next.
5. You have an option to enter personalized message. Review the transaction and tap “Send
Money” to proceed.

Option 2 is via “My Peers” with enrollment required.

Why didn’t I receive my prepaid reload request thru Metrobank Mobile Banking?
Due to apparent technical issues concerning your mobile network provider, prepaid reload request maybe
delayed. Please expect processing of prepaid reload within 24 hours.

FEES AND CHARGES:

Is there a fee to use Metrobank Mobile Banking?
Using the app is free though data charges from your local mobile service provider may apply. Below are fees &
charges related to financial transactions facilitated through Metrobank Mobile Banking:

TRANSACTIONS FEES AND CHARGES

Funds Transfer (for Peso Accounts only)
Transfer between branches within same region*
Transfer between branches in different regions*
FREE
1. Transfer made via ATM, Metrobankdirect,
Metrobank Mobile Banking and Metrophone
is free for the first four (4) transactions per
month.

2. Additional transfers will be charged PHP25

per succeeding transaction

Checkbook Re-order PHP 250.00 per booklet

*Excluding overseas accounts

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 SECURITY:

What are the daily limits for financial transactions in Metrobank Mobile Banking?

How secure is it to do banking transactions via Metrobank Mobile Banking?

We adhere to the best security practices by using different tools, methods and processes to protect your account
information and banking transactions:
 Firewalls are used to prevent any unauthorized access to information
 All messages go through an encryption process to ensure its security
 Devices used to access Metrobank Mobile Banking are authenticated
 User logs in using his nominated user ID and password
 Email and SMS notifications are sent for critical transactions such as Adding a Peer/Enrolling a Third Party
Account, Request Payment, etc.

Do One-Time Passwords (OTPs) have a validity period?

Yes. For security reasons, the OTP is valid only for 5 minutes. If you are unable to enter the OTP within this time,
you may click “Resend” so another OTP will be sent to you.

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Cardless Withdrawal
Frequently Asked Questions (FAQs)

What is Cardless Withdrawal?

Metrobank Cardless Withdrawal allows you to withdraw cash from any Metrobank or PSBank ATM without using
your Metrobank ATM Card.

What are the eligible accounts for cardless withdrawal?

All carded accounts such as Metrobank Debit, Prepaid etc. are eligible to request for a cardless withdrawal
transactions except for Paycard.

Where can I create a cardless withdrawal request?

You need to be enrolled in Metrobank Mobile Banking to request for a cardless withdrawal.

How much can I withdraw?

You can withdraw a minimum of one hundred (100) pesos up to a maximum of thirty thousand (30,000) pesos per
day. Maximum amount per request is up to ten (10,000) pesos only.

Is there a service fee for Cardless Withdrawal transactions?

Request for cardless withdrawal transaction thru Metrobank Mobile Banking & withdrawal at any Metrobank
ATMs is free of charge. However, regular charges apply if you will withdraw at any PSBank ATM. You will be
charged P7.50 for each withdrawal transaction.

How do I make a Cardless Withdrawal?

You just have to login to Metrobank Mobile Banking and follow the steps below:
1. Click "Cardless Withdrawal" from the left panel, Select the account to debit
2. Enter the amount you wish to withdraw, Nominate a 4-digit PIN 1 and click "Next"
3. Enter the SMS OTP sent to your registered mobile number, A 6-digit system generated PIN 2 will be displayed
Go to any Metrobank or PSBank ATMs and follow the steps below:
1. Press "Enter"
2. Key in the 4-digit PIN 1, 6-digit PIN 2 and the requested amount

What is the difference between 4-digit (PIN 1) and 6-digit (PIN 2)?
A 4-digit PIN 1 is any number you nominated while creating the cardless withdrawal request while the 6-digit PIN 2
is system generated which you received via the Metrobank Mobile app after creating the request.

How long is the validity of the cardless withdrawal request?

Your requested cardless withdrawal is valid for thirty (30) minutes only. Afterwhich, your request will expire. You
may create another cardless withdrawal request via the Metrobank Mobile Banking app.

Can I withdraw an amount lower than the amount requested?

Partial withdrawal is not allowed.

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If on my first attempt I got an error message on the ATM screen for typing in incorrect details, can I still perform
Cardless Withdrawal using the correct details?
Yes. You may re-try for a maximum of three (3) times. Otherwise, your transaction will be rejected and you need to
create another cardless withdrawal request via the Metrobank Mobile Banking app.

How many Cardless Withdrawal requests can I make per day?

There is no limit in requesting for a cardless withdrawal provided that the total amount to be withdrawn will not
exceed the thirty (30,000) pesos daily withdrawal limit.

How do I know if my Cardless Withdrawal request was completed?

You will receive an email and SMS notification. You can also log-in to your Metrobank Mobile Banking App and
check the status and details of the successful transaction.

Can I cancel my Cardless Withdrawal request?

Yes. Just login to Metrobank Mobile Banking app then under "View/Cancel Request", you will see all cardless
withdrawal requests. Note that only request with "Pending" status can be cancelled.

How do I know if I was able to successfully cancel my Cardless Withdrawal request?

You will receive an email & SMS notification once your request has been cancelled successfully. You can also login
to Metrobank Mobile Banking app then under "View/Cancel Request", you will see all cardless withdrawal
requests. Your request should have a "Cancelled" status.

If my Metrobank ATM card is lost or stolen, can I still get cash through Cardless Withdrawal?
Yes. You can still get cash if your physical ATM card was lost, stolen. However, still need to IMMEDIATELY report
your lost/stolen card to your branch of account or call our 24/7 Metrobank Customer Care Hotline at +(632) 8 700
700.

How secure is the Cardless Withdrawal facility?

The request for a cardless withdrawal transaction requires Multi-Factor Authentication (MFA) for it to push
through.

I didn’t receive my OTP. What should I do?

Kindly click the “Resend” button to resend OTP. You have an option to activate in-app OTP so you no longer have
to wait for OTP via SMS. This is an alternative facility to the existing OTP via SMS.

Where can I view my Cardless Withdrawal transactions?

You can view your cardless withdrawal transactions by logging in to Metrobank Mobile Banking.

What do I do if I notice any suspicious activity/transactions in my account?

Immediately notify us by calling our 24/7 Metrobank Contact Center at +(632) 8 700 700.

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