Frequently Asked Questions

What is China Bank Online?
China Bank Online is the internet banking channel of China Bank that enables clients to access their accounts and do banking transactions via their personal computer, laptop, tablet or mobile phone.
How do I access China Bank Online?
China Bank Online may be accessed through our public website – www.chinabank.ph. Click on the LOGIN button found under the China Bank Online logo.
Is this service offered for free? Are there any charges for making transactions?
China Bank Online is offered to our clients free of charge. Some transactions, however, are subject to fees and charges (ie., Interbank Fund Transfers, Checkbook Request, Stop Payment Order).
What accounts can be enrolled to China Bank Online?
You can enroll and access the following accounts in China Bank Online:
  • Deposit accounts (i.e., ATM Savings, China Check Plus, Money Plus Savings, and USD/EUR/CNY Savings)
  • Loan Accounts (i.e., Auto Plus, Home Plus)
  • Term Deposit/Investment Accounts (e.g., Diamond Savings Account)
  • Trust Accounts (i.e., UITF)
What are the new features of China Bank Online?
The upgraded system offers new features to make your online banking experience more seamless and convenient:
  • New Look and Feel - The new look encourages you to go through the site seamlessly, allowing you to access your online accounts with greater ease.
  • Quick Drop-Down Menu - You can simply point your cursor over any menu for a quick drop-down view of the transactions and services available.
  • Personalized Home Page - You can now customize your home page through the new widget tools. Some of the widgets include: Account Summary, Customer Relationship Summary which displays a unit of all your linked accounts classified by currency, Transaction Shortcuts, Instant Payments and Quick Transfer for customers who are on the go, Mail and Password Alerts among others.
  • Real-Time Account Balance Viewing - You now have a quick view of your available balance before making any fund transfer or bill payment.
Can I change my Username?
Changing your enrolled China Bank Online Username would entail deleting your current China Bank Online account and re-enrollment to the system. To re-enroll, you may visit your branch of account and fill-out the application form, indicating your new preferred Username.
What if I forgot my Login or Transaction Password or disabled my access due to invalid attempts?
Call Customer Contact Center Hotline at telephone number (632) 88-55-888 to request for a new password. You will be asked certain questions to verify your identity--this is for your own security, or you can go to your branch of account and fill-out the Access to Alternative Channels form.
What if I forgot my registered security questions?
You can always change or update your registered Security Questions. Once logged in to your China Bank Online account, go to My Profile and select Set Security Questions from the list of options available. Select at least 2 Security Questions, provide the answers to the selected questions and click Register.
What if I forgot my registered email address?
You can go to your branch of account to confirm your registered e-mail address or to update your registered e-mail address.
How do I enroll in China Bank Online?
You can enroll by visiting your branch of account and fill out an application form.
If I don’t have an ATM card, can I still enroll in China Bank Online?
Yes, you can still enroll manually by filling out an application form in your China Bank branch of account.
How can I enroll my other accounts to my China Bank Online account?
You can enroll your other accounts either through the Service Request function of China Bank Online or by filling out the Access to Alternative Channels form at your branch of account.
If I have an account linked to my ATM card, assuming that I already have a China Bank Online account, will this account be automatically linked to my account?
No. You need to enroll the account separately in China Bank Online through the Service Request function or by going to a branch and filling out the Access to Alternative Channels form.
What is the official bank policy regarding enrollment of sole proprietorships to China Bank Online - Personal Banking?
Sole proprietorship accounts are not eligible for enrollment to China Bank Online – Personal Banking. Sole Proprietorship accounts can be enrolled under China Bank Online – Corporate Banking.
In the case of a Joint "OR" account where one party has an ATM card and the other party only has a passbook, how should both parties enroll in China Bank Online?
Joint "or" accounts are eligible for enrollment. Both parties can enroll separately, and will be given separate access to the account. Joint "and" accounts are prohibited from enrolling to China Bank Online.
If I lose my ATM Card, and get a new one with a new card number and PIN, do I need to enroll again? What will happen to my China Bank Online account?
Your China Bank Online account will still be active. There is no need for re-enrollment.
Why do I need an email address to enroll in China Bank Online?
When you enroll manually, your User ID will be sent through your personal email account. Also, China Bank Online offers the “Alerts” functionality, where you can receive different alerts thru your personal email account.
What will happen if I enrolled manually and my 3 nominated Login User IDs are already in use?
You will be asked to visit the branch to give a new set of preferred Login User IDs.
Will transactions done on weekends or holidays be displayed in Current Day and Mini-Statement if I log in on those days?
Yes, transactions for the day will be displayed in Current Day and Mini-Statement even on weekends and holidays. However, said transactions will be considered as transactions of the following banking day.
How will I know if my scheduled Fund Transfers and Bills Payment have been successful?
You can verify successful transactions on or after the scheduled date/s of transfer by viewing the transaction history, current day, or mini-statement under the Accounts Menu. You can also view your successful transactions via View Completed Transactions or View All Transactions under the Transactions Menu.
Can I use my China Bank Online account to send and receive personal mails?
No, you may only send and receive mails to or from the China Bank Online Relationship Manager (RM).
Can I cancel scheduled Bills Payments or Fund Transfers? How?
Yes, by following these steps:
  • At the Transactions Menu, click on Scheduled Transactions link.
  • Choose transaction to be cancelled and click Delete.
  • Enter your User ID and transaction password to confirm.
When can I do a Forex Sale and how will I know the exchange rate for the day?
Forex Sale functionality under Transactions menu can be done on banking days from 9:00 am to 3:00 pm and when the exchange rate for the day has already been posted. The exchange rate will appear when you click on the ‘Get Transfer Rate’ button. It is normally posted by 9:00 am.
Do subsequent enrollments of accounts online appear real time on the Relationship Manager’s screen?
The database is updated real time but the browser must be refreshed so that the Relationship Manager can see the new data.
Is China Bank Online secure?
Yes, the system is protected by a 256-bit Transport Layer Security (TLS) encryption that protects the information that users submit through the system. The system is protected by firewall, intrusion prevention system, and other state of the art security controls to ensure the security of our system.
Why do I need a login password and a transaction password?
The two-password requirement prevents other people from accessing your accounts and making transactions without your consent. Remember to always keep your passwords secure. Do not divulge them to others or keep a copy where they may be easily lost or stolen.
I typed the wrong password. What do I do next?
Call Customer Contact Center Hotline at telephone number (632) 88-55-888 to request for a new password. You will be asked certain questions to verify your identity--this is for your own security. Another option is to go to your branch of account and fill out the Access to Alternative Channels form. If you cannot remember your password anymore, then you will have to request for a new password from ATM Center and pick it up from your branch of account as instructed.
If I requested for a new login password, will my transaction password be reset as well?
No. You can choose which password to reset or to have replaced. The corresponding password mailer will be sent to the branch for you for to pick up.
Why does my login session expire?
The system automatically logs off if your online session is idle for fifteen minutes. This is for added security.
What are the minimum software requirements to use China Bank Online?
To use this facility effectively, your computer must have at least the following specifications:
  • Browser: Internet Explorer Version 9 and above; Google Chrome Version 29 and above; Mozilla Firefox Version 23 and above; Apple Safari Version 6 and above
  • Operating System: Windows XP, Windows 7, Mac OS X, Apple iOS, Google Android Ginger bread and above
  • Resolution: Best viewed with 1024 x 768 resolution
What type of browser can I use to access China Bank Online?
China Bank Online runs with Microsoft IE version 9 or higher, Google Chrome Version 29 and above, Mozilla Firefox Version 23 and above, and Apple Safari Version 6 and above
The error message “Page cannot be displayed” appeared when I tried to access China Bank Online.
This could mean any of the following:
  • Your connection to the Internet or to the website has been interrupted. – Please try again.
  • The website you are trying to access is not available at that time. – Please try again.
  • Your computer does not support the website you are trying to view. Check that your computer has the right hardware and software specifications.
What if I forgot my Username?
You can call our Customer Contact Center Hotline at telephone number (632) 88-55-888 to ask to retrieve your registered Username. You will be asked certain questions to verify your identity--this is for your own security, or you can go and visit your branch of account.
What should I do if I want to close my China Bank Online account?
You can close your China Bank Online account by filling out the Access to Alternative Channels form at your branch of account.
Who do I call for further queries, comments or suggestions?
  • Call China Bank’s Customer Contact Center at telephone number (632) 88-55-888; or,
  • Send your email through the Mail feature of China Bank Online or through online@chinabank.ph
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