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TROUBLESHOOTING
Why can’t I access my Security Bank Online account?
The following may be the reasons why you cannot access the site.
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Your internet browser or operating system may not be compatible with the following
Security Bank Online minimum requirements:
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Microsoft Windows XP
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Microsoft Internet Explorer 6 or higher
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Mozilla Firefox 1.4 or Higher
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Safari 3
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It is possible that you may have accessed the site during our regular upgrade or
maintenance procedure when the system is on downtime. This procedure normally takes
only a few minutes.
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If you still cannot access the site, you may call the Security Bank Online Help
Desk at +63(2)88-791-88 or email us at sbonline@securitybank.com to report the problem
and get further assistance. Security Bank Online Help Desk is open Mondays to Fridays,
8:30 to 5:30 pm. Our Help Desk will gladly help you with your problem.
What should I do if I encounter a system or server glitch which prohibits me from
accessing my Security Bank Online Account?
Glitches are normal occurrences that occasionally disrupt transactions online. When
you encounter online interruptions because of this, please wait for 30 minutes to
an hour before accessing the site again. Hit the Refresh button to clear your cache
and then resume your transactions.
There were instances when the transaction hanged while I was doing funds transfer
or a bills payment online, and the amount was debited from my bank account, upon
checking, I found out that the recipient did not receive any fund transfer or payment.
Can I still recover the funds debited from my account?
In case of hanged transactions for funds transfer or bills payment, you may report
it immediately by calling Security Bank Online Help Desk at +63(2)88-791-88 or email
us at sbonline@securitybank.com. Please give us 5 to 7 banking days upon your report
of the incident to resolve your concern
Security Bank Online Help Desk is open Mondays to Fridays, from 8:30 am to 5:30
pm
Why does my session expire so fast?
As an added protection to our customers, 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.
Why am I not receiving email confirmations for my transactions online?
As an additional security, Security Bank Online sends out an email confirmation
to all financial transactions and any change in your Security Bank Online Account.
However, the system may be delayed in sending out these email confirmations if your
inbox is full or have exceeded its capacity to receive emails.
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