Advisory: Online Debit Card Request in BPI online and app FAQs

1. What is the Online Debit Card Request feature in the BPI online and app?

The Online Debit Card Request feature will allow customers to request a new debit card or debit card replacement conveniently in the BPI online and app.

2. When will the Online Debit Card Request be available?

Online Debit Card Request is already available in BPI app starting October 14, 2023, and in BPI online starting October 18, 2023.

3. Who can use the Online Debit Card Request feature?

All BPI Debit Mastercard cardholders and BPI depositors with a carded account and have BPI online or app access can use this feature.

4. What types of debit card requests can I make online?

You can request a new debit card or a debit card replacement online. If you will be requesting a new debit card, select “New Debit Card” under “Card Management”. If your request is for a debit card replacement, either select the “Request for card replacement” in Card Control page or go to "Debit Card Replacement” under Card Management.

5. What are the benefits of Online Debit Card Request?

Online Debit Card Request is a convenient and easy way to request a new debit card or replacement card. You can make the request anywhere, anytime via the BPI online or app and you will only have to go to the preferred branch to pick up the card once it's ready.

6. How do I request a new debit card online?

To request a new debit card online:

a. Log in to BPI online or app.

b. Select "More".

c. Choose "New Debit Card" under “Card Management”.

d. Choose the account that will be linked to the debit card.

e. Select account where the new debit card request fee will be paid from.

f. Choose preferred BPI branch where to pick-up the debit card.

g. Review the details provided.

h. Key in the One-Time PIN (OTP)

i. Receive confirmation in-app and via e-mail.

7. How do I request a debit card replacement online?

Before requesting for debit card replacement, the customer needs to permanently block the debit card via BPI online or app.

To permanently block the debit card:

a. Log in to BPI online or app.

b. Select “More”.

c. Click "Card Control" to see your activated BPI Debit Mastercard.

d. Choose the debit card you want to permanently block.

e. Click on "Permanently block card".

f. Click "Yes" on the confirmation pop-up to proceed.

After successfully blocking the card, you can already click the “Request for card replacement” in Card Control or follow the instructions below:

a. Log in to BPI online or app.

b. Select "More".

c. Choose "Debit Card Replacement" under “Card Management”.

d. Select account where the new debit card request fee will be paid from.

e. Choose preferred BPI branch where to pick-up the debit card.

f. Review the details provided.

g. Key in the One-Time PIN (OTP).

h. Receive confirmation in-app and via e-mail.

8. For debit card replacement, should I permanently block my lost debit card first before I can request via BPI online or app?

Yes, you need to block the debit card first if you wish to request for debit card replacement via BPI online or app.

9. Can I change the name on my debit card using this feature?

No, if you wish to change the name on your debit card, you will need to visit any BPI branch to request the change.

10. How much is the fee for requesting a new debit card or debit card replacement?

The fee for requesting a new debit card or debit card replacement is Php 200. The fee for the debit card request can be paid from one of your BPI accounts.

11. How will I know if my request is successful?

You will receive confirmation of your request in-app and email.

12. How long does it take to process the debit card request?

The debit card can be picked up at your preferred branch within 2 banking days for Metro Manila branches, 2-4 days on Luzon branches and 6 banking days for Visayas and Mindanao branches from the day of your request.

13. What should I present at the branch when I pick up the debit card?

You shall present one (1) valid ID at the nominated branch for card pick-up.

14. Can I track the status of my debit card request through BPI online or app?

Yes, you can check the status of your debit card request by logging into BPI online or app and navigating to "Card Control". At the upper right portion of the new debit card/debit card replacement, you can see the following status:

• Not yet issued – Meaning your debit card request is being processed.
• Pending delivery – Meaning you can already pick up your debit card at your nominated branch 5-7 days after the date of request.

15. How would I know where to pick up my debit card?

You can refer to the email confirmation sent to your registered email address to check the nominated branch to pick up the card.

16. Where can I pick up my new debit card or replacement card?

You can pick up your new debit card or replacement card at the BPI branch of your choice.

17. What if I don't pick up my new debit card or replacement card on time?

Your new debit card or replacement card will be safe-kept at the BPI branch of your choice for 90 days. After 90 days, the card shall be perforated and you will have to make a new request subject to another card fee.

18. Who can I contact for questions and clarifications?

For inquiries and comments, please send us a message or call our 24-hour BPI Contact Center at (+632) 889-10000.