|Frequently Asked Questions|
|About BPI Express Online|
What is BPI Express Online?
BPI Express Online is a new convenient way of banking. You can:
What is the difference between BPI Express Online and Express Link?
BPI Express Online offers Internet banking services to existing individual customers of the Bank. Its online transactions involve individual consumer deposit accounts. Functionalities include real time transfer of funds between your various accounts and to third party accounts enrolled for Funds Transfer, balance inquiry, payment of bills, reorder of checkbooks, reloading transactions, stop payment orders, and request for other banking services.
BPI ExpressLink, on the other hand, offers Internet financial services to existing corporate clients of the Bank. Its transactions involve corporate deposit accounts. Functionalities include multi-currency current account balances, current and previous day's beginning balance and all transactions, company’s transaction history up to two months, loan transaction summary and history, import and export transactions, and other corporate services. For more details regarding the features of Express Link, log on to http://www.bpiexpresslink.com.
What is the difference between BPI Express Online and BPI Direct?
BPI Direct is BPI’s Bank-on-the-Web. You can open a BPI Direct account online at www.bpidirect.com. All accounts opened online are automatically eligible for Internet Banking services. BPI Direct offers higher rates and paperless transactions with additional online services.
BPI Express Online is the Internet Banking Platform of BPI and its subsidiaries - BPI Family Bank and BPI Direct. All your Internet transactions are done via this platform. Here, you can access all your BPI, BPI Family Bank, and BPI Direct accounts.
Why should I choose BPI Express Online?
You have full control of your finances with BPI Express Online. No need to wait for long queues in the branches just to pay your bills or transfer funds. It’s very simple, easy and hassle free. With BPI Express Online, your PC becomes your own personal banking center.
What kind of software and hardware does BPI Express Online require?
All you need is a computer with a modem and Internet access. A secure browser such as Netscape Navigator 4.75 or Microsoft Internet Explorer 5.5 is likewise required. Your computer will need TCP/IP communications software, which comes pre-installed with some operating systems.
Is BPI Express Online available to me 24 hours a day, any day of the week?
Yes, BPI Express Online can be accessed 24 hours a day, 7 days a week and even on special holidays.
Is BPI Express Online accessible from outside the Philippines?
Yes! All you need is a computer with an Internet access and a compatible browser.
How much does online banking with BPI Express Online cost?
Access to BPI Express Online is FREE of charge. Service Charge waivers for payroll accounts will not be lifted for as long as there are at least three (3) Check-Free merchants enrolled to this account.
How can I enroll in BPI Express Online?
Fill up the online application form in our application center. In the online application form, you will be asked to nominate your unique User ID and PASSWORD. Submit the information online. A confirmation page will appear depending on your location and the account you enrolled. An e-mail notice confirming activation of your enrollment will be sent to your registered e-mail address upon completion of your enrollment request. Upon receipt of the e-mail, your bank is just a web site away!
For non-Philippine residents, after filling up the online application form, you will be asked to print, sign and mail the enrollment form to:
8/F BPI Card Center
8753 Paseo de Roxas, Makati City 1200
Your comments and suggestions will be of great help to us. Feel free to send us e-mail and we will work our best to improve our services.
|BPI Express Online Account Information|
What accounts can I access online?
The following are the accounts that can be accessed with BPI Express Online:
Can I open a BPI Deposit Account online?
Only BPI Direct deposit accounts can be opened online. However, you need to complete the new account opening application process at the most convenient BPI branch which you will nominate. Your branch of convenience is where you will also get your ATM card or checkbook. At the branch, you will be asked to sign your signature card with deposit terms and agreements and make your initial deposit.
What confirmation do I get that the account was actually opened?
You will get an e-mail confirmation instructing you to visit your nominated branch of convenience. This serves as the confirmation that your account opening request is now ready for processing at your nominated branch of convenience. Upon visiting your nominated branch of convenience, you will be asked to complete the new deposit account opening procedures.
Can I open a corporate account online?
No. Corporate accounts can be opened at any BPI branch. Only BPI Direct deposit accounts for individuals can be opened via BPI Express Online.
I am abroad, can I open a deposit account online?
Yes, you can apply for a BPI Direct deposit account online abroad. However, to complete the opening of the account, you need to go to your nominated branch of convenience to sign the necessary papers and to make an initial deposit.
However, we are working on ways of having our clients abroad open an account via the Net, making it paperless as much as possible. Please continue to visit our site for further developments regarding this matter.
What should I do if I still have more questions regarding my accounts?
If you have further questions regarding your accounts, you can e-mail us or call our 24-hour Call Center…BPI Express Phone. Please dial 89-100 for Metro Manila, 1-800-188-89100 for domestic toll-free calls (where available) or International Access Code + 63 + 2 + 89-10000 for international calls.
|BPI Express Online User ID and Password|
I forgot my password, or the system is having trouble identifying me, or I have tried to log in 3 times and the system locked me out, what do I do?
No need to worry! All you need is to grab a phone and call BPI Express Phone. For more details on how to reset your password, click here.
When I attempt to sign in to BPI Express Online, I get an error message informing me that my password/USERID is incorrect. What do I do?
You might be entering an incorrect password/USERID. Check it again. Please note that User IDs are case sensitive. If the same error occurs, please call BPI Express Phone for immediate assistance.
How can I change my password?
To do this, just go to the Account Maintenance menu and click on the link to Change Password. Completely fill up the change password form and hit on the Submit button. We strongly advise that you change your password regularly to ensure maximum security.
|Enrollment of Accounts Online|
How long does it take to complete my enrollment request to the different facilities of BPI Express Online? (Check-Free Payments, Additional Accounts, Third Party Funds Transfer, Funds Transfer)
There are cases when activation of accounts are delayed because further verification has to be made regarding the client’s account information. This is a security measure to prevent fraudulent accounts from entering the system.
Do I have to convert my passbook account to an ATM account in order for it to be enrolled in BPI Express Online?
Yes. All passbook accounts need to be converted to an ATM account before you can enroll them to BPI Express Online.
Why do I have to submit my enrollment forms to the branch or Fulfillment Banking?
BPI requires the client to submit the enrollment forms to ascertain his willingness to enroll in the facility. It also serves as a control procedure for possible fraudulent transactions. Our existing enrollment procedures are not meant to bring inconvenience to our clients but were designed for the mutual protection of the Bank and its clients.
Can I send attached scanned documents via e-mail instead of going to the branch or fax the document?
No, scanned documents sent via e-mail are not considered valid documents. Original copy of the document is required to prove the authenticity of the document.
Documents can be easily tampered using computer graphic software leading to fraudulent documents and forms. The Bank is also taking precautionary measures to prevent viruses from entering the Bank’s system. This is another part of our policy designed for the mutual protection of the Bank and its clients.
What is the difference between available balance and total balance?
The total balance is your balance as of the date specified on the screen inclusive of check deposits and any amount on hold while available balance is your withdrawable balance as of today exclusive of uncleared check deposits and any amount on hold.
What is an account detail?
Account detail pertains to all transactions posted to your account. Account detail allows you to review transactions posted to your personal checking, savings and time deposit accounts. Details include the date, amount and description of the transaction. You can view transactions done within the last 60 days online.
For auto and housing loan accounts, details include monthly amortization, next due date, last payment date, and other matters pertinent to your loan account.
Can I request for a copy of my account statement/account details online? Can I print it?
Yes, your account statement within a 60-day period is available in BPI Express Online. You can print it for your file or future reference.
Can I get a history of my account transactions prior to the 60-day period?
Yes, you can get the history of your account transactions prior to the 60-day period by calling our 24-hour Call Center…BPI Express Phone. Please dial 89-100 for Metro Manila, 1-800-188-89100 for domestic toll-free calls (where available) or International Access Code + 63 + 2 + 89-10000 for international calls. The historical statement of your accounts will be mailed to your account address within three banking days from the date the request has been received. It will cost you Php105.00 per account plus additional charges depending on the number of pages sent to you.
Who can I get in touch with if I have questions regarding my account details?
If you have any questions regarding your account details, you can e-mail us at firstname.lastname@example.org or call our 24-hour Call Center…BPI Express Phone. Please dial 89-100 for Metro Manila, 1-800-188-89100 for domestic toll-free calls (where available) or International Access Code + 63 + 2 + 89-10000 for international calls.
Why is my account number ending in "6" online when it actually ends in "5" on my ATM card?
The account number you see online (xxx6-xxxx-xx) is your deposit account number. The number embossed on your card (xxx5-xxxx-xx), on the other hand, is the ATM card number. Rest assured that both numbers refer to the same account. When making transactions, please indicate the ATM card number appearing on the face of your card.
Why is my enrolled account no longer included in My Portfolio even if I did not request for deactivation or deletion of the said account?
Only active accounts can be viewed online. Once the status of your account becomes inactive, dormant or closed, your account will not be displayed anymore. The system automatically removes online access to these accounts because of its status.
What is Funds Transfer?
It is an Internet-based service wherein funds are transferred online. You can transfer funds between your accounts and to enrolled third party accounts real time.
Will I be charged every time I perform a Funds Transfer?
With BPI Express Online, you can transfer funds free of charge.
When can I perform a transfer transaction?
Funds Transfer can be performed any time of the day provided you have sufficient funds for the transfer.
Is there a limit to the amount that I can transfer per transaction?
No. There is no limit to the amount that you can transfer per transaction. However, only cleared and withdrawable balances of your accounts nominated for Internet Banking shall be considered for Funds Transfer.
How do I know if the Funds Transfer made was already posted in my account?
To verify if the transfer was posted to your account, go to My Portfolio, click on the Details icon, choose Today's Transactions then click on the View Items button.
What if my account has no sufficient fund for the transfer?
If your account has no sufficient funds, the transfer will be cancelled and no further attempt will be made by BPI to make the transfer.
Can I stop my request to transfer fund?
There is no way you can stop a processed transfer.
Can I accidentally overdraw an account?
No. You cannot take out more funds than what is currently available in your account.
|Payments and Reloading|
How can I enroll in the Check-Free Payments facility?
You can enroll your bills by clicking on the link to enroll bills in the Payments & Reloading navigation bar. This is under the Check-Free Payments menu.
You will need a valid ATM account to enroll your bills for Check-Free Payments. Maximum number of merchants that can be enrolled in one card number is 20. Bills already enrolled in Express Teller (ATM) and BPI Express Phone are automatically enrolled in BPI Express Online.
What bills can I enroll?
You can enroll bills from country clubs, credit cards, insurance, utilities, telephones, pagers, cable companies, Internet service providers, and even selected schools. To view bills that you can pay using our Check-Free Payments facility, please log on to your Express Online Account then click on the link to view merchants you can pay under the Payments & Reloading > Check-Free Payments > Pay Bills page.
Why do I need an ATM card to enroll in Check-Free?
You need to nominate your ATM card when you are enrolling in the Check-Free Payment facility because the Check-Free Payment system works only with ATM-based accounts. Your ATM card links your enrolled merchants in the Check-Free Payment facility.
Why are my previously enrolled Check-Free merchants missing?
If the status of the ATM account where your bills are linked becomes INACTIVE or CLOSED, the account is automatically deleted from your portfolio. Thus, all enrolled Check-Free merchants enrolled under that ATM account would be deleted as well.
If I pay my bills today, when will my payment be credited?
Your payment will be credited to the merchant the next banking day.
What is an Express Cash card?
BPI Express Cash is a prepaid card, which you can use in almost 13,000 MasterCard electronic establishments all over the Philippines. It is not a credit card but it works like one because you can use it in establishments with MasterCard Electronic POS. Your spending limit is dictated by the amount you load into the card.
It is also reloadable. When the card value is depleted, you can always reload a value into the card. You can load and reload as long as the card is still valid. It is also transferable. You can purchase a card for somebody else and give them as gifts.
How can I enroll my Express Cash for the online reloading facility?
You can enroll your Express Cash for reloading by following these simple steps:
Can I monitor my Express Cash usage and balance online?
Yes, you can monitor your usage and balance in the Express Cash Balance Details page. However, you can only view the balance of Express Cash Cards under your name.
What is Express Prepaid?
Express Prepaid is a facility that allows you to reload value into your own or someone else's prepaid cell phone account by debiting your deposit account real-time. With Express Prepaid, there is no need to purchase a physical call card, call 223 and encode the call card number and PIN.
Currently, Globe Handyphone Prepaid Plus and Touch Mobile accounts are available for this facility.
Who can avail of Express Prepaid?
This facility is readily available to all BPI, BPI Family Bank Express Teller and BPI Direct ATM cardholders. They can access Express Prepaid at selected Express Teller ATMs nationwide. Enrollment is not required.
Express Prepaid can also be accessed via the Internet or via BPI Express Phone. Pre-enrollment of prepaid mobile numbers is required to use the facility in the channels mentioned.
How can Express Prepaid be availed?
If you are using the Express Teller ATM, you can access Express Prepaid by choosing "Special Services" in the transaction menu. Then, choose the "from account" to identify which account will be debited to fund your reload. Enter the pre-denominated transaction amount then enter the Prepaid Mobile number you wish to reload. The ATM will present a screen to confirm the information keyed in. Once you confirm, a text confirmation message will be sent to the Prepaid Mobile number you loaded.
If you are using BPI Express Online, choose Reload Enrolled Prepaid Phones from the Payments and Reloading menu. Choose the desired denomination, the account to be debited and the mobile number you wish to reload, then click the "Submit" button. A confirmation screen will be displayed. Once confirmed, a text confirmation message will be sent to the Prepaid Mobile number you reloaded.
If you are using BPI Express Phone, dial 1 for Express Teller, then input your 11-digit access code and your Telephone ID Number, then dial 6 for Express Prepaid. Follow the voice prompts then a confirmation screen will be displayed. Once transaction is successful, a text confirmation message will be sent to the Prepaid Mobile number you reloaded.
How much can I reload?
For Globe Handyphone Prepaid Plus, you can choose from the four pre-denominated amounts of PhP 100, 250, 500 and 1,000. For Touch Mobile, you can choose from two pre-denominated amounts of PhP 200 and PhP 400.
Can I reload someone else's prepaid mobile number?
Yes, you can. Since enrollment of the mobile number is not required for reloading via Express Teller ATMs, you can reload to any Globe Handyphone Prepaid Plus or Touch Mobile number. Just make sure you key in the correct Globe Handyphone Prepaid Plus or Touch Mobile numbers.
You may also reload someone else's Globe Handyphone Prepaid Plus or Touch Mobile number via BPI Express Online or BPI Express Phone, provided these numbers have already been pre-enrolled.
How will I know if my reload transaction was successful?
If you made the transaction through an ATM, you will receive a transaction record indicating the reload value, the mobile number reloaded and your deposit account balance. For reload transactions made via BPI Express Online, you will get a confirmation page with the confirmation number. For reload transactions made via BPI Express Phone, you will be given an acknowledgment number.
How will I know if the prepaid mobile phone was reloaded?
Whether you reloaded via the ATM, BPI Express Online or BPI Express Phone, a text advisory from Globe will be sent to the prepaid mobile number you reloaded. The message will indicate the mobile number, amount of reload, date, time and trace number of the transaction. The updated prepaid account balance may also be checked by calling 222 (Globe Handyphone Prepaid Plus) or 802 (Touch Mobile) using the mobile phone you reloaded.
What if the text advisory is not received?
Using the mobile phone you reloaded, call 222 (Globe) or 802 (Touch Mobile) to check if the amount reloaded has been credited. If not, please call Globe's Customer Service at 730-1000, or Touch Mobile's Customer Service at 730-1500 to report the incident.
What if I entered an invalid prepaid mobile number or a number that is not what I intended to reload?
If you key in a post-paid or an invalid mobile number on the ATM, Globe will not process the transaction. You will receive an ATM error message of "7501 - You have no record with us."
It may also happen that you key in a valid mobile number but it is not what you intended to reload. When this happens, press "Clear" if you are using an ATM and you will be prompted to enter the prepaid mobile number again. If you are using BPI Express Online click "Cancel" when you get the message asking for confirmation. This will terminate the transaction and bring you back to the Express Prepaid Reloading page. If you are using BPI Express Phone, you will be asked to confirm the mobile number you are about to reload. Should you confirm a wrong mobile number, reversals can longer be made since the transaction is already consummated.
If you failed to correct the mobile number keyed and you confirmed the transaction, then that "incorrect" mobile number will be reloaded and the amount will not be credited back. To avoid this from happening, kindly make sure that you enter the correct details and always review the information you keyed in before confirming the transaction.
Can I cancel a reload transaction?
Once you have confirmed the transaction, you may not cancel it anymore.
Is there a service fee for using the prepaid loading facility?
You can access Express Prepaid free of charge. All you pay for is the amount you reloaded into your prepaid mobile account.
What deposit accounts are eligible for prepaid reloading?
All your BPI, BPI Family Bank or BPI Direct Savings and Checking accounts that come with an ATM card are eligible for prepaid reloading via the ATM.
For BPI Express Online, your enrolled savings or checking accounts are accepted. In accessing Express Prepaid via BPI Express Online, you will be prompted to choose which account will be debited to fund your reload transactions.
If you are using the ATM or BPI Express Phone, the deposit account linked to your ATM card will be the one debited.
Can I pay for the reload via Credit Card?
For now, payment via credit card is not yet available. We will inform you through our website and branches once this option becomes available.
Is there a limit to the number of times I can reload?
As an Internet security feature for BPI Express Online and BPI Express Phone, you may reload up to a maximum of 20 per day. For transactions via ATM, there is no limit to the number of times you can reload.
Can I order checkbooks online?
Yes. You can order up to four checkbooks per month.
When and where can I get my ordered checkbooks?
You can get your ordered checkbooks from the branch where your account is based or your branch of convenience (in the case of BPI Direct) two weeks after the request.
How about Check Stop Payment? Can I do it online?
Yes. BPI Express Online allows you to request for a Check Stop Payment online.
Can I reverse a stop payment order?
No. Stop Payment Order (SPO) cannot be reversed once made. You have to visit your branch of account in order to request for the reversal of SPO.
What are the parameters in nominating my User ID and password?
User ID and password must be 6 to 12 alphanumeric nonblank characters. Your User ID must be unique. The system will reject a User ID that has been used earlier by another BPI Express Online client. Your password, for added security, must not be your first name and last name and not the same as your user ID.
Is it safe for me to conduct my banking transactions using BPI Express Online?
BPI Express Online is highly SECURE as it is easily accessible. Strong measures are taken to ensure the privacy and confidentiality of your financial information.
BPI Express Online requires the use of USERID and password that you nominate upon enrollment.
More so, online banking session is automatically terminated after you have left it idle for 5 minutes. Access to BPI Express Online is only allowed through the use of approved browsers. These browsers have the ability to securely communicate online by changing the order of information as it goes through the Internet channel. All communications between your computer and BPI are encrypted using a high-level protocol called Secure Socket Layer (SSL).
Finally, a secure measure is being placed on our side. The information that you send us passes through a firewall. A firewall is a computer program designed to stop unauthorized users from accessing your accounts.
To further boost the security of your PC and online transactions, you can download and install a personal firewall and an anti-virus program. Installing a personal firewall will minimize the risk of exposure to Internet criminals who may reach out over the Internet and retrieve sensitive information from your computer, destroy your personal data, or install a Trojan horse which has the capability of memorizing your key strokes while an anti-virus program will protect you from viruses that lurk on the Internet which may affect your online transactions.
How secure is my User ID and PASSWORD?
Upon online enrollment, you will be asked to nominate your User ID and password. You can choose any word or name that will be easy for you to remember as a User ID. Your User ID must at least be (6) six alphanumeric non-blank characters but not to exceed (12) twelve characters. For your password, a minimum of (6) six and maximum of (12) alphanumeric non-blank characters is required. Without these unique identifiers, no one can access your Internet banking accounts. As an additional security at your end, the characters you enter in the password field will be masked with asterisks. For example, if the password you inputted is mmcc110, ******* will appear in your screen.
Moreover, BPI Express Online prompts you to change your password every (180) one hundred eighty days to ensure maximum security. To further avoid others from viewing your account information, be sure to clear your browser's cache when you are through. Do not forget to log out after an online banking session.
What is ENCRYPTION and how does it work?
Encryption scrambles into unreadable format the data you send through the secured environment of Internet Banking. The account numbers, transactions and information are encrypted or scrambled to prevent hackers from reading or intercepting the data. In the secured server of Internet Banking, the data is then reverted to its original format for interpretation and fulfillment. The encryption process is also true for the data you receive from us.
What is SSL?
SSL (Secure Sockets Layer) is a layer that uses encryption, server authentication, and message integrity checks to provide secure transaction and communication over the Internet. Any form of online communication between you and the bank is encrypted using SSL.
Why can't I access BPI Express Online? What do I do?
These may be the reasons why you cannot access the site:
After doing the above-mentioned instructions and you still encounter the same problem, please e-mail us at email@example.com the following information:
Our technical group will provide you answers to these problems.
Why do I encounter system error messages while transacting online?
System and server glitches may occur occasionally for very short periods of time. These are immediately corrected and transactions can already be done after a few minutes.
Why is the site slow after logging on?
The log in page, as well as all the transactional pages (inquiry, transfer, payments, etc.), are located in a secured environment where the 128-bit encryption is in effect. All information/data in these pages are being encrypted every time they are sent and received on the Internet. This encryption process entails a slight delay in displaying the transactional pages.
Another factor may be your ISP. The site slows down if the server of the ISP experiences problems. We suggest you use a fast and efficient ISP for your banking transactions online.
Why can't I skip the log in page and proceed directly to do my online transactions?
One level of security in BPI Express Online is the User ID and password authentication facility. Here, a user can only get to the Welcome page once he has entered a valid user ID and password. An invalid user ID and/or invalid password would prevent the user from accessing any of the transactional pages of BPI Express Online.
Why does the site expire so fast even if I am just done with my transaction or have just logged in?
Why am I not receiving confirmation emails for my transactions online?
You should receive confirmation emails for every transaction you make in BPI Express Online. However, the system which sends out these confirmation e-mails may sometimes encounter a temporary delay.
To further ensure you get the confirmation emails, please update your e-mail address regularly. You can do this after logging in to the site. Also, we request that you check your e-mail inbox since it may already be full or have exceeded its capacity to receive e-mails.
I am behind a corporate firewall. Can I use BPI Express Online?
BPI Express Online is browser based, thus allowing you to conduct online banking without interfering your company's firewall. However, should you experience any difficulty, you can always e-mail us or call our 24-hour Call Center…BPI Express Phone. Please dial 89-100 for Metro Manila, 1-800-188-89100 for domestic toll-free calls (where available) or International Access Code + 63 + 2 + 89-10000 for international calls.
My computer shuts down before I finish my transaction, what do I do?
Transactions that have not been agreed and confirmed by you will not be considered valid. Log in again and repeat the transaction.
|Other BPI Products and Services|
I have inquiries/questions on: