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China Bank Mobile Banking FAQs


GENERAL INFORMATION

1. What is the China Bank Mobile Banking Application?

The China Bank Mobile Banking Application is an application that you can download and install in your smartphones and tablets. It enables you to access your accounts and perform basic and advance banking transactions on the Go.

2. Where can I download the Mobile Banking App?

The Mobile Banking App is available in App Store for iOS and Google Play Store for Android™. Search for China Bank, look for the logo and install the application on your device.

3. Is the use of the Mobile Banking App free?

Downloading the Mobile Banking App is free of charge. However, use of the App requires that the device is with internet connection whether through free or paid WIFI or mobile data.

4. Are there fees to use the Mobile Banking App?

Fee is only applied on Transfer to Other Bank transaction.

Transaction Fee
Transfer to Other Bank Account PhP 10.00


5. Can I access the Mobile Banking App outside the Philippines?

Yes. The Mobile Banking App is accessible anywhere provided there is an internet connection available..

However, performing financial transactions will require an OTP* (One-Time Password). Currently, only local mobile numbers will be able to receive the OTP. If you are out of the country and have activated your local mobile telco provider’s roaming services, you may incur charges for receiving OTP and/or SMS alerts while you are out of the country.

*Sent to your registered mobile number

6. Which accounts are available through my Mobile Banking App?

You may access the following DEPOSIT/CARD products and perform the transactions indicated below through your Mobile Banking App:

Account Products Inquiry Fund Transfer Bills Payment
PESO Denominated Deposit Product (i.e., ATM Savings, Passbook Savings, China Check Plus, Money Plus Savings)
Foreign Currency Denominated Deposit Product (i.e., USD, EUR, CNY)
(to OWN account of same currency)
 
Cash Card

7. Can I still use China Bank Online (Web Based) and Phone Banking once I start using the Mobile Banking App?

Yes. You can still use and access your China Bank Online account and Phone Banking access once you start using the Mobile Banking App. This gives you more options and banking convenience.

8. What kind of smart phone devices can I use with the Mobile Banking App?

You may use smartphones and tablets with the following specifications:

Operating System Version
iOS 7 and above
Android 4.x and above


9. Can I install the Mobile Banking App in multiple smart phone devices?

Yes. You may install the Mobile Banking App to a maximum of five (5) devices. However, you may only access your account in these devices one at a time. Simultaneous login is not allowed.

APPLICATION FEATURES

10. What can I do with my Mobile Banking App?

With the Mobile Banking App, you can perform the following transactions and access the features below:

    • Balance Inquiry – inquire your account balance
    • Bills Payment – pay bills (i.e., utilities, credit card, loan amortization)
    • Funds Transfer – transfer funds (i.e., to your Own Account, to an enrolled 3rd party account within CBC or to another bank*)
    • View Transaction History (up to 90 days) – view your account’s transaction history
    • One-Click Fund Transfer – perform fund transfer with just one-click, no need to provide your transaction details; you may, however, change the amount you want to transfer before transaction confirmation
    • Request for New ATM Card PIN and/or New Internet Banking Passwords – immediately receive your temporary ATM card PIN or internet banking passwords through your registered email address
    • Request for Suspension of ATM Card – no need to call the bank to suspend your card in case of loss or theft
    • Request for Add/Remove Account – no need to fill a paper form, and be notified via email or SMS when your request has been approved or rejected
    • Peek Balance – allows you to inquire your selected account’s balance without the need to login to your mobile banking account
    • Pre-Login Features – ATM/Branch Locator, View Exchange Rates, Loan Calculator/Simulator
    • Additional features will be announced as it becomes available

      NOTE: * - Transfer to another bank facility will be available soon.

11. Is the Mobile Banking App available 24/7?

Yes. The Mobile Banking App is available 24 hours a day, 7 days a week.

ENROLLMENT STEPS and REQUIREMENTS

12. How do I start using my Mobile Banking App?

  1. Make sure to update your contact details (i.e., mobile phone number/s and email address/es) and inform your branch of account of your preferred mobile phone number and email address to use for mobile banking. The Mobile Banking App sends transaction alerts and notifications to your mobile phone number and/or email address. It is important that you receive these alerts and notifications.
  2. You may register to the Mobile Banking App through the options below:
    1. Using my ATM Card / Cash Card
      Step 1: You must first nominate a Temporary PIN at any China Bank ATM
      Step 2: Download the Mobile Banking App from App Store or Google Play Store

      Step 3: Open the Mobile Banking App and click “Sign Up”



      Step 4: Read the “Terms and Conditions of Use” then click “Agree”
      Step 5: Select the “ATM / Debit Card Number” as preferred mode of registration and enter the corresponding credentials
      Step 6: Enter the OTP (One-Time Password) that will be sent to your registered mobile number to proceed
      Step 7: Fill the necessary information then submit
      Step 8: An OAC (One-Time Activation Code) will be sent to your registered email which will be used during the first time login
    2. Using my China Bank Online Credentials
      Step 1: Download the Mobile Banking App from App Store or Google Play Store
      Step 2: Open the Mobile Banking App and click “Sign Up”
      Step 3: Read the “Terms and Conditions of Use” then click “Agree”
      Step 4: Select the “Register using Internet Banking Credentials” as preferred mode of registration and enter the corresponding credentials
      Step 5: Enter the OTP (One-Time Password) that will be sent to your registered mobile number to proceed
      Step 6: Fill the necessary information then submit
      Step 7: An OAC (One-Time Activation Code) will be sent to your registered email which will be used during first time login
    3. Branch Enrollment
      In case you do not have an ATM Card/Cash Card nor a China Bank Online Account but have a CBC deposit account.
      Step 1: Proceed to your Branch of Account to fill the necessary form
      Step 2: Once validated and approved by the branch an SMS PIN will be sent to your registered mobile number
      Step 3: Download the Mobile Banking App from App Store or Google Play Store
      Step 4: Open the Mobile Banking App and click “Sign Up”
      Step 5: Read the “Terms and Conditions of Use” then click “Agree”
      Step 6: Select “Non-ATM (Others)” as preferred mode of registration and enter the corresponding credentials
      Step 7: Fill the necessary information then submit
      Step 8: An OAC (One-Time Activation Code) will be sent to your registered email which will be used during first time login

13. Can I enroll my Joint “OR” account in Mobile Banking App?

Yes. Joint “OR” accounts are eligible for enrollment. However, Joint “AND” accounts are not allowed.

14. If I lose my ATM card, and get a new one with a new card number and PIN, do I need to enroll again?

If you get a new card and/or PIN, you do not need to re-enroll. Your Mobile Banking App account will remain active.

15. What if I disabled my China Bank Online account, what will happen to my mobile account?

If you have disabled your China Bank Online account, you may still access and perform transactions through your mobile account. Your mobile account will remain active.

16. Do I use the same User ID and Password for my Mobile Banking App that I use for my China Bank Online account?

Not necessarily. You may use the same User ID that you use for your China Bank Online account. You need to nominate a new password for your Mobile Banking App. Note that the Mobile Banking App password requirements are different from China Bank Online.

17. What are the requirements for nominating a User ID and Password?

Your Mobile Banking App user ID should be at least 6 alphanumeric characters.

Your Mobile Banking App password SHOULD be at least 8 characters long and SHOULD contain the following:

  • 1 capital letter
  • 1 number
  • 1 special character

And NOT have the following:

  • no repeating characters (ex. ss)
  • no 3 consecutive characters (ex. 123 or xyz)

SYSTEM FEATURES

18. What are the security features available in the Mobile Banking App?

  • OAC (One-Time Activation Code), 6 characters (alphanumeric) sent to registered email for initial login
  • OTP (One-Time Password), 5 digits (numbers) sent to registered mobile number to initiate transactions
    *Currently, only local mobile numbers will be able to receive the OTP.
  • Session expiration
  • Email/SMS alert for every successful transaction

19. Do I need to login before I can view my balance?

Yes. However, if you want a quick view of your account balance, you may use the “Peek Balance” feature. The “Peek Balance” can be made available in the login screen. This setting gives you a quick view of the balance of your chosen account without logging into the app.

20. Can I use the Mobile Banking App if I do not have an account?

Yes, you can make use of our pre-login features. They are as follows:

ATM/Branch Locator – locate a CBC branch or ATM near you. Know if the ATM is operational or not. It also features an Augmented Reality view, for guidance and direction.

Product Information – view the list of available deposit products you can avail

Calculator/Simulator – calculate and estimate your monthly amortization when getting an AUTO LOAN or HOUSING LOAN or know how much loan you can avail based on your monthly income

Exchange Rates – view foreign currency (i.e., USD, EURO and YUAN) buying and selling rate

21. Will transactions done on weekends or holidays be displayed in Current day and Mini-Statement if I login on those days?

Yes, transactions for the day will be displayed in Current Day and Mini-Statement even on weekends and holidays.

SECURITY

22. What if I forgot my password?

To request for new mobile banking password, follow the steps below.
Step 1: Click the “Forgot Password?” link
Step 2: Provide your Mobile Banking App user ID and your registered email address, then click “Continue”
Step 3: Input your assigned OTP (received via SMS through your registered mobile number)
Step 4: Access your registered email and view the system-generated password from CBC.MOBILE@chinabank.ph
Step 5: Go to the Mobile Banking App Login Screen and input your user ID and system-generated password
Step 6: Nominate a new Mobile Banking App password

23. Does the Mobile Banking App send SMS and email alerts for any transaction performed by the user?

Yes. The Mobile Banking App automatically generates SMS or email alerts to notify the user each time a successful transaction is performed.

24. What if my mobile device gets lost or stolen?

If the mobile device that was lost or stolen is your only device registered, (1) you may call the bank to request for the temporary deactivation or (2) if you have another mobile device, you may download the Mobile Banking App to the new device and de-register your old mobile device by performing the following transaction:
Step 1: Login to the Mobile Banking App
Step 2: Go to Settings Menu and select “De-Register Device”
Step 3: Select the device to de-register and click “Confirm”

If you have other mobile devices registered, you may de-register the lost/stolen device by performing the steps shown above.

25. How many incorrect login attempts does it take before access to the Mobile Banking App is locked?

The application will automatically lock your access to mobile banking if you have entered an incorrect password for more than 3 times.

26. If I have been locked out, how do I unlock my mobile account?

If you have been locked out, you may request for a new password by performing the steps in Question #22 or you may call the Customer Contact Center Hotline at telephone number (632) 88-55-888 to request for assistance in unlocking your access to mobile banking.

27. How often do I need to download the Mobile Banking App?

You only need to download the Mobile Banking App once. However, an update may be available from time to time. You may check your device for notification on the availability of a newer version. If an update is available, click the update button on the Apple App Store (iOS) or Google Play Store (Android).

28. Why does the system require me to enter One-Time Password (OTP) for every transaction I make?

The One-Time Password (OTP) requirement is an additional layer of security of the application that prevents other people from doing unauthorized transactions.

29. Will my Mobile Banking App session expire?

Yes. The system automatically logs you out of the application if you have left your session idle for a certain period. This is an added security feature of the Mobile Banking App.

NOW & JUMP

30. What is NOW or Emergency Cash?

NOW or No card On Withdrawal (Emergency Cash) is a new feature of the China Bank Mobile Banking App that allows you to make a cardless withdrawal transaction thru China Bank ATMs.

31. How do I make a NOW Transaction?

There are two (2) required steps. The first step is to Stage and the second step is to Collect.

  1. How do I stage NOW (Emergency Cash)?
    1. Login to your China Bank Mobile Banking App.
    2. Select Pay or Transfer from the Hamburger Menu (≡) found at the upper left of the screen.
    3. Under the “To Me” tab, select Emergency Cash (NOW).
    4. Tap SEND EMERGENCY CASH found at the bottom of the screen.
    5. Enter the account number and the amount you wish to withdraw and tap Next.
      Note:
      • The amount should be divisible by 100.
    6. On confirmation page, review details of NOW (Emergency Cash) transaction and tap Confirm.
    7. Enter OTP (One Time Password) which you will receive on your mobile phone and tap Next. A Confirmation of your successful emergency cash staging transaction will be displayed.
      Important:
      • Take note of the transaction reference number as this will be needed for your ATM withdrawal.
      • You have 24 hours to withdraw the amount from any China Bank ATM.
  2. How do I collect NOW (Emergency Cash)?
    1. At any CBC ATM, press Enter key to enable cardless transactions and select NOW (No card On Withdrawal).
    2. Enter NOW (Emergency Cash) Reference Number and select Correct.
    3. Enter the One-Time PIN (SMS) received on your mobile phone.
    4. Get the cash and receipt from the ATM.
       

32. What is JUMP or Pay to Mobile?

JUMP or Just Use your Mobile Phone (Pay to Mobile) is a new feature of the China Bank Mobile Banking App that allows you to pay or transfer to anyone using his/her mobile number. Collection of JUMP (Pay to Mobile) transaction may be done by going to any China Bank ATM or transferring to his/her Bank Account using the China Bank Mobile Banking App.

33. How do I make a JUMP Transaction?

There are three (3) required steps. The first step is to Stage, second Inform the Receiver, and third is for Receiver to Collect the cash.

  1. How do I stage JUMP (Pay to Mobile) - ATM?
    1. Login to your China Bank Mobile Banking App.
    2. Select Pay or Transfer from the Hamburger Menu (≡) found at the upper left of the screen.
    3. Under the “To Other” tab, select Pay to Mobile (JUMP).
    4. Tap PAY TO MOBILE found at the bottom of the screen.
    5. Enter the account number, mobile number, amount, select receive mode options, choose “ATM” and enter 6-digit Passcode.
      Note:
      • If you will choose from your contact list, make sure that the mobile number is saved as “Mobile” in your contacts.
      • You as the sender, must nominate your 6-digit Passcode.
      • The amount should be divisible by 100.
      • The receiver has 24 hours to withdraw the amount from any China Bank ATM.
    6. Tap Next.
    7. On confirmation page, review details of JUMP (Pay to Mobile) transaction and tap Confirm.
    8. Enter OTP (One Time Password) which you will receive on your mobile phone and tap Next. A Confirmation of your successful Pay to Mobile (ATM) staging transaction will be displayed.
    9. Make sure to inform your Recipient about your nominated Passcode which he/she will be using to collect the cash from any China Bank ATM.
  2. How do I collect the JUMP (Pay to Mobile) transaction from China Bank ATM?
    1. As receiver, you will receive two (2) text messages from CBC_MOBILE and CBC_JMP_NOW that contains reference number and your One-Time PIN respectively.
    2. At any China Bank ATM, press Enter key to enable cardless transactions and select JUMP (Just Use your Mobile Phone).
    3. Enter pay to mobile transaction reference number and select Correct.
    4. Enter the passcode (shared to you by the sender).
    5. Enter the One-Time PIN (SMS) received on your mobile phone.
    6. Get the cash and receipt from the ATM.
  3. How do I stage JUMP (Pay to Mobile) – Deposit to Account?
    1. Login to your China Bank Mobile Banking App.
    2. Select Pay or Transfer from the Hamburger Menu (≡) found at the upper left of the screen.
    3. Under the “To Other” tab, select Pay to Mobile (JUMP).
    4. Tap PAY TO MOBILE found at the bottom of the screen.
    5. Enter the account number, mobile number, amount, select receive mode options, choose “Deposit to Account” and enter 5-8 Alphanumeric Passcode.
      Note:
      • If you will choose from your contact list, make sure that the mobile number is saved as “Mobile” in your contacts.
      • You as the sender, must nominate your 5-8 Alphanumeric Passcode.
      • The minimum amount should be Php 100.00.
      • The receiver has 24 hours to withdraw the amount from any China Bank ATM.
    6. Tap Next.
    7. On confirmation page, review details of JUMP (Pay to Mobile) transaction and tap Confirm.
    8. Enter OTP (One Time Password) which you will receive on your mobile phone and tap Next. A Confirmation of your successful Pay to Mobile (Deposit to Account) staging transaction will be displayed.
    9. Make sure to inform your Recipient about your nominated Passcode which he/she will be using to transfer the cash from his/her Bank Account.
  4. How do I collect JUMP (Pay to Mobile) transaction - Deposit to Account?
    Note: The receiver should have a China Bank Mobile Banking App to collect the payment.
    1. As receiver, you will receive a message from CBC_MOBILE that contains the reference number.
    2. From the China Bank Mobile Banking app main screen, tap the Hamburger Menu (≡) found at the upper left of the screen.
    3. Tap “Information and Services”.
    4. Tap “Receive from Mobile”.
    5. Enter transaction reference number, amount, passcode (received from the sender), select target bank and enter account number.
    6. Tap Next.
    7. Enter OTP (One Time Password) which the receiver will receive on his/her mobile phone and tap Next. A Confirmation of your successful Pay to Mobile (Deposit to Account) transaction will be displayed.
       

34. Are there service fees when I use NOW and JUMP?

Yes, there are fees.

Transaction Fee
NOW (Emergency Cash) Php 10.00
JUMP (Pay to Mobile)– ATM Php 15.00
JUMP (Pay to Mobile) – Deposit to Account Php 15.00

Note:  Transaction Fees will be debited from sender’s source account.
 

35. What are the eligible accounts for NOW and JUMP?

For NOW transactions, only Peso Deposit/Cash Card Accounts that are linked to your China Bank ATM Card / Cash Card can be used.

For JUMP (ATM) transactions, only Peso Deposit/Cash Card Accounts can be used.

36. If I’m not a China Bank Card holder can I receive a JUMP transaction?

Yes, you can. You don’t need to be a China Bank Account holder. All you need to do is to download the China Bank Mobile Banking App from App Store for iOS or Play Store for Android.

37. What is the minimum/maximum amount per transaction?

NOW (Emergency Cash)

Minimum Maximum
Limit Per Transaction Php 100.00 Php 20,000.00
Limit Per Day Php 20,000.00

JUMP (Pay to Mobile) – ATM

Minimum Maximum
Limit Per Transaction Php 100.00 Php 10,000.00
Limit Per Day Php 10,000.00

JUMP (Pay to Mobile) – Deposit to Account

Minimum Maximum
Limit Per Transaction Php 100.00 Php 50,000.00
Limit Per Day Php 250,000.00

38. How long is the validity of the created NOW / JUMP transaction?

Your NOW / JUMP created transaction is valid for 24 hours.

39. Can I cancel my created NOW / JUMP transaction?

Yes, you can cancel your NOW / JUMP transaction anytime. From the list of your NOW/JUMP transaction, swipe to the left the transaction you want to cancel and click on Cancel. Confirm by entering the OTP you will receive.

Take note that when you cancel your transaction, the service fee will not be refunded

40. How many NOW / JUMP can I make per day?

For NOW, you can make two (2) transactions per day.

For JUMP (ATM), you can make five (5) transactions per day.

For JUMP (Deposit to Account), you can make ten (10) transactions per day.

41. How will I know if my NOW / JUMP transactions is successful?

You will be notified thru SMS when your NOW / JUMP transactions is successful.

You may also check the status of your transaction from the list of created NOW / JUMP transactions.

42. How will I know if my created JUMP transaction has been collected/received by my recipient?

You will be notified thru SMS when recipient successfully withdrew or transferred the amount.

You may also check the status of your transaction from the list of created NOW / JUMP transactions.

43. In case of unsuccessful NOW / JUMP transaction, what should I do?

For Cancelled, Failed, and Expired transactions – Transaction Amount should be automatically reversed.

Note: Transaction Fees will not be reversed or refunded.

In case the Transaction Amount was not reversed, you may contact China Bank Contact Center at 885-5888.

44. What will happen if I entered incorrect details when fulfilling the NOW / JUMP transactions?

For NOW and JUMP transactions, you have four (4) attempts to withdraw or transfer the amount. After four (4) invalid attempts, status of the transaction will be “Failed” and the Transaction Amount should be automatically reversed.

You may stage another NOW /JUMP transaction, since “Failed” transaction cannot be used anymore.

Note: Transaction Fees will not be reversed or refunded.

45. Is my ATM Card withdrawal limit different from the NOW/JUMP limits?

Yes, your ATM Card withdrawal limit is different from your NOW/JUMP limits.

Transaction Transaction Limit per Day
ATM Card Withdrawal Php 20,000.00
Emergency Cash (NOW) Php 20,000.00
Pay to Mobile (JUMP) – ATM Php 10,000.00

CUSTOMER SUPPORT

46. Who can I contact for more information about the China Bank Mobile Banking App?

For announcements and updates, or to know more about the new system, please visit our website www.chinabank.ph or get in touch with us. You may also call or send us an email thru our Customer Contact Center:

Customer Contact Center
88-55-888 (Metro Manila)
1-800-1888-5888 using PLDT (Provinces)
(Press “0” to speak to a Phone Banker)
Email Address: online@chinabank.ph

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