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FREQUENTLY ASKED QUESTIONS (FAQs)
How do I enroll to Security Bank Online?
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Click BANK ACCOUNTS ENROLLMENT or CREDIT CARD ENROLLMENT in the Home Page.
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Accept Terms and Conditions.
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c.
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Choose an activation option:
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If through the CashLink ATM terminal
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Enter your ATM Card Number
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Fill-up the Online Enrollment Form.
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System will acknowledge your online enrollment.
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Once the online enrollment has been successfully submitted, the system will generate
a Local Reference Number.
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Activate via the Cashlink ATM Terminal. Choose “SB Online Activation”
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2.
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By providing your Customer Identification Number (CIDAN), Telephone Access Code (TAC)
and Birthdate
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Enter your CIDAN, TAC and birthdate
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If correct, fill-up the Online Enrollment Form.
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Once the online enrollment has been successfully submitted, the system will activate
your enrolment and generate a Local Reference Number.
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3.
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Activate your enrollment by submitting an online enrollment form to your preferred
branch
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Fill-up the Online Enrollment Form.
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System will acknowledge your online enrollment.
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Once the online enrollment has been successfully submitted, the system will generate
a Local Reference Number.
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Print this page (2 copies), affix your signature. If you have enrolled a joint “and/or”
account, your co-depositor should also sign the enrollment form.
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Submit 1st copy to chosen main branch of account. Submission of online enrollment
form is required prior to activation. Keep the 2nd copy as file for future reference.
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Who can enroll and what types of accounts can be enrolled?
For Bank Accounts,
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Active Individual CASA (includes sole proprietorship accounts and dollar savings
accounts), Cashlink Plus and Cash Card accounts
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“OR” joint accounts with the provision that both accountholders have signed in the
enrollment form.
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The following are NOT allowed to be enrolled:
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Non- Active Accounts: closed, dormant, garnished, on hold-out and escheated accounts
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Investment Accounts (Time Deposit, Trust and Treasury Products)
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“AND” joint accounts
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Corporate and Partnership Accounts
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Jr. One, In-Trust-For and Treasurer-in-Trust Accounts
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Third Currency Accounts
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For third party (receiving) accounts enrollment, ALL types of accounts can
be enrolled except for the following:
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Non- Active Accounts: closed, dormant, garnished, on hold-out and escheated accounts
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Investment Accounts (Time Deposit, Trust and Treasury Products)
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Treasurer in Trust and SSS Accounts
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Third Currency Accounts
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For Credit Cards,
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Credit Cards of primary cardholders
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Supplementary Bill-itself of Diners Club
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The following are NOT allowed to be enrolled:
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Expired Credit Cards
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Closed Credit Cards
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Supplementary Cards
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If you have any other questions, please call the Security Bank Online Help Desk
at +63(2)88-791-88 or email us at sbonline@securitybank.com.ph. Security Bank Online
Help Desk is open Mondays to Fridays, from 8:30 am to 5:30 pm.
Can I enroll ALL of my bank and credit card accounts?
For your convenience, we allow multiple account enrollments in Security Bank Online.
However, there are certain restrictions:
If you enrolled using the ATM terminal option (both bank accounts and credit cards),
only one account linked to your ATM Card Number or CIDAN and TAC can be enrolled
on the initial enrollment. You can only enroll multiple accounts, successively,
once you have activated your Security Bank Online account.
You cannot simultaneously enroll a bank account and a credit card. If you have enrolled
your bank account, you will have to wait for it to be approved before you can enroll
your credit card. If you have enrolled your credit card, you will have to wait for
it to be approved before you can enroll your bank account.
Is there a cost to enroll in Security Bank Online?
Accessing to Security Bank Online is free of charge. No additional maintaining balance
other than the usual maintaining balance for your account is required. Likewise,
no access related fees will be charged to your account. In case Security Bank Online
deems it necessary to impose charges, the rate, period and method of payment will
be announced to you.
Why is there a need to submit my online enrollment form to my preferred branch or
Security Bank Cards office if I chose the print and sign activation option?
Security Bank Online requires you to submit your Online Enrollment Form to your
preferred branch or Security Bank Cards office to establish your willingness to
enroll in the facility. It also serves as a control measure for possible fraudulent
transactions that might cause you inconvenience in the future because we believe
that your protection and of the bank is more important.
If I selected the print and sign activation option, can I send attached scanned
documents via e-mail or fax the document to my preferred branch or Security Bank
Cards office?
Security Bank Online only accepts faxed or scanned documents for the enrollment
of credit cards only.
Security Bank Online will not consider scanned or faxed documents as valid documents
for the enrollment of bank accounts. Due to the wide range of transactions
you can do with your bank accounts using Security Bank Online, we believe that it
is necessary for our clients to submit the original forms. Documents can be easily
tampered using computer graphic software that may possibly be fraudulent documents
and/or forms.
Where can I submit my online credit card enrollment form?
Credit Card enrollment forms should be completely filled out, signed and sent via
fax to Security Bank Cards at (02) 814-2745 or 893-0815. Enrollment forms may also
be submitted to the nearest Security Bank branch or Security Bank Cards office.
USING SECURITY BANK ONLINE
Once I enroll, how long does it take before I can use Security Bank Online?
If you chose to activate using the ATM Terminal, you may start using Security Bank
Online for bank transactions 24 hours after activating it in the ATM Terminal.
If you chose to activate online and have successfully provided your CIDAN, TAC and
birthdate, you may start using Security Bank Online for bank transactions immediately
after enrolling into the system.
If you chose to activate by printing, signing and submitting your online enrolment
form to your preferred branch, your enrollment to Security Bank Online will be effective
after you have received the approval of your application through email notification.
Standard turn- around time is three (3) banking days after you have submitted your
signed online enrollment form to your preferred branch or Security Bank
Cards office.
How do I log in to Security Bank Online?
To access Security Bank Online,
• Enter your User ID on the Security Bank Online Home
page
• Enter your Password and click "Log-in"
Security Bank Online is a secured site registered with VeriSign to ensure the security
of your personal information online. When you sign in, your User ID and Password
are secure
Is Security Bank Online accessible overseas?
Yes, you can do online banking from anywhere in the world as long as you have a
computer with an internet access and a compatible browser. Security Bank Online
can be accessed 24 hours a day, 7 days a week.
Can I view or track all transactions done on Security Bank Online real time?
Yes, transactions are reflected on your accounts real-time. This means that you
can view transactions on your enrolled accounts instantaneously as the activity
occurs. For example, if you visit your local branch and make a deposit or go to
a restaurant and pay with a debit card, when you return to your computer and log
in to Security Bank Online, the transaction you made will show in your account balance.
Transactions done on Security Bank Online are done real time. Take note however,
that the prescribed cut-off time for bills payment is at 11:00 pm. This means that
if a payment is made after 11:00 pm, your bank account is immediately debited but
your transaction shall only be reflected online the next day.
I understand that I can view different types of balances under the Balance Inquiry
module.
For checking and savings accounts (CASA):
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Available Balance - refers to the withdrawable balance today, exclusive of
un-cleared check deposits and any amount on hold
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b.
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Current Balance - refers to the available balance AND any amount on hold
and from un-cleared check deposits
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For Credit Cards:
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Available Credit Limit - refers to the amount that can still be spent on
your credit card account.
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b.
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Available Cash Advance Limit - refers to the amount that can still be availed
as cash advance. This amount should be within the available credit limit.
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c.
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Available Deferred Payment Plan or Chargelight Plan Limit - refers to the
amount that can still be used for installment or ChargeLight Transactions. This
amount should be within the available credit limit.
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How will I know if my fund transfer or bills payment transaction was successful?
A Local Reference Number and the details of the transaction will be immediately
reflected on your screen. You will also receive an email notification from Security
Bank Online confirming whether or not your bills payment or funds transfer was successful.
It is also advisable to check your balance and see if you have been debited of the
payment or transfer amount
Do I have the option to pay my bills or transfer my funds immediately or on a scheduled
basis? Will my request start immediately?
A scheduled bills payment or fund transfer cannot start on the date of request.
The starting date of a scheduled bills payment or fund transfer starts at least
one (1) banking day after the date of request.
Can I amend/cancel my bills payment or fund transfer if I made a mistake?
You may only amend/cancel a scheduled bills payment or fund transfer at least one
(1) banking day before the scheduled date taking into account that the transaction
cut-off time is at 11:00 pm for bills payment.
Unfortunately, you may not stop a bills payment or fund transfer once the transaction
has been processed. Your online statement will however, be useful as proof of transaction
to make a request to the fund recipient or biller to reverse or cancel an erroneous
bills payment or fund transfer.
Is there a limit to the amount that I can transfer per transaction?
Transfers to own account and enrolled receiving accounts do not have any limits.
Transfers to non-enrolled accounts however, have a limit of Php 20,000.00 per day.
How will I know if my checkbook re-order has been received and processed?
Upon submission of your checkbook re-order, you will receive an email confirming
the receipt of your request. You will receive another email confirming the approval
or rejection of your request. You may also check the status of your request through
the view/cancel checkbook request function in Security Bank Online.
How long does it take for the checkbook I requested via Security Bank Online to
be available?
The standard turn-around time is two (2) weeks from the date of your request. You
will receive an email notification that your checkbook is available for pick-up
from your branch of account.
How can I cancel a request for Checkbook Re-order?
Cancellation of a checkbook re-order is possible two days from the date of request
through Security Bank Online for as long as the status of your request is still
pending.
SECURITY BANK ONLINE ACCOUNT INFORMATION
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a.
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Enter your User ID and Password then click Log-in
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b.
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On the left navigation bar, click Utilities
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c.
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Click Amend my Profile
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Fill-in required information then click Submit
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e.
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System will load your updated information in the Amend My Profile page. Review and
verify if all information is correct, then click Submit
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f.
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Once the transaction has been successfully submitted, the system will acknowledge
the amendment of your profile and generate a Local Reference Number.
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g.
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An email acknowledgement will be sent to confirm that you have successfully amended
your profile.
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Will amendments or changes made in my online profile automatically update the personal
information file on my Bank account and/or Security Bank Card?
No. Amendments in your online profile will not be automatically applied to your
personal information file with the Bank or Security Bank Cards. If you need to update
your personal information, you will have to visit your branch of account or inform
Security Bank Cards through its Customer Contact Center hotline by phone or email.
Conversely, will amendments or changes made in my personal information file on my
Bank account and/or Security Bank Cards account automatically update my profile
information in Security Bank Online?
No. Any update on your personal information file provided to your branch or Security
Bank Cards is not automatically updated in your Security Bank Online profile.
Accountholders are encouraged to be responsible in regularly updating both their
online profile and personal information file especially their contact details which
may affect communication such as change in email address and/or contact numbers.
This is a precautionary measure to avoid inconvenience or any loss that may arise
due to an undelivered correspondence or delayed email communication which Security
Bank or Security Bank Online cannot be held liable for.
How safe is Security Bank Online?
Security Bank Online provides a number of security measures to protect the confidentiality
of your accounts when banking online which includes the following:
Nominated User ID and Password
When you enroll for online access, you will be asked to create your own User ID
and Password, which will be used every time you log in to Security Bank Online to
access your accounts. This information is encrypted, or scrambled, during transmission.
Session Expiration
Security Bank Online automatically logs you off after 10 minutes of inactivity.
This lowers the risk of others accessing your account online when the computer is
left unattended.
Firewall
Security Bank’s computer systems are protected at all times by a firewall that blocks
unauthorized users from accessing your account information.
Email Confirmations
As an additional security measure, Security Bank Online sends out an email confirmation
for all financial transactions and any change in your Security Bank Online Account.
Technology Updates
Security Bank is committed to updating the technology as it becomes available to
maintain its high security standards and ensure the protection of your financial
information at all times.
Installed VeriSign
A VeriSign seal, is a global mark of authenticity to ensure customers that the website
is a registered and official site. VeriSign assures online users of the confidentiality
of all transactions and personal information used on the website.
Closed System
Security Bank Online currently allows third party funds transfers to enrolled accounts
only. This restricts the fraudulent fund transfer activities of a person who has
accessed your account.
How secure is my User ID and Password?
When you enroll for online access, you will be asked to create your own User ID
and Password, which will be used every time you log in to online banking to access
your accounts.
Your nominated User ID is unique. The system will reject a User ID that has been
used earlier by another enrolled user of Security Bank Online. Your User ID is required
to be at least be six (6) alphanumeric non-blank characters to make any combination
difficult to guess or decipher.
Your Password is required to be at least eight (8) alphanumeric non-blank characters
make any combination even more difficult to guess or decipher. Every time you log
in, your password will be masked.
Security Bank Online users receive prompts to change their Passwords every ninety
(90) days to ensure maximum security. Security Bank Online also enforces a password
change for every first time log in after retrieving a temporary Password from the
Forgot Password link.
Why do I need to provide a challenge question?
As an added protection, Security Bank Online users are required to provide a challenge
question that only you will be able to answer. This is for your peace of mind, every
time access your account information knowing that nobody else can change your password
except you.
How do I change my account password?
Log in to your account, go to “Utilities” and click “Change Own Password”, then
key in your new password. You will then be notified via email confirmation that
your password has been successfully changed.
What should I do if I forget my password?
You can change or reset your Password by visiting the Forgot Password link
from the Security Bank Online Home page. You will be required to provide the following
information to verify your identity: User ID and enrolled email address; and then
supply the answer to your submitted challenge question.
After successfully providing all these requirements, you will receive a temporary
password via email which you may use upon log-in. You will then be asked to change
this temporary password upon log-in.
If you cannot answer the challenge question, you may call the Security Bank Online
Help Desk at +63(2)88-791-88 or email us at sbonline@securitybank.com to ask for
further assistance. Security Bank Online Help Desk is open Mondays to Fridays, from
8:30 am to 5:30 pm.
What should I do if my User ID is locked?
Please call the Security Bank Online Help Desk at +63(2)88-791-88 or email us at
sbonline@securitybank.com. Security Bank Online Help Desk is open Mondays to Fridays,
from 8:30 am to 5:30 pm.
You will be asked some questions about your personal information to verify your
identity.
What should I do if I forget my User ID?
Please call the Security Bank Online Help Desk at +63(2)88-791-88 or email us at
sbonline@securitybank.com. Security Bank Online Help Desk is open Mondays to Fridays,
from 8:30 am to 5:30 pm.
You will be asked some questions about your personal information to verify your
identity, after successfully answering them, you will be provided with your User
ID.
What should I do if my enrolled credit card gets lost or stolen?
Please call the Customer Contact Center at +63(2)88-791-88 to report your lost card
for blocking. Once done, you can still log in to your account but you can no longer
view your balances nor submit other requests.
Go to “Enrollment”, click “Account Enrollment” and then select “View/Edit/Delete
Account” to delete your lost card account number. Once you receive your
replacement card, you may enroll your new card account number to access the online
facilities.
What should I do if I wish to un-enroll from Security Bank Online?
Please Security Bank Online Help Desk at +63(2)88-791-88 or email us at sbonline@securitybank.com.
Security Bank Online Help Desk is open Mondays to Fridays, from 8:00 am to 8:00
pm.
You may request our Help Desk to de-activate your Security Bank Online account after
successfully answering some questions about your personal information to verify
your identity.
What should I do if I find any suspicious transaction or activity in my Security
Bank Online account?
Please report any suspicious transaction or activity to the Security Bank Online
Help Desk at +63(2)88- 791- 88 or email us at sbonline@securitybank.com. Security
Bank Online Help Desk is open Mondays to Fridays, from 8:30 am to 5:30 pm.
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