Frequently Asked Questions
 

Who can enroll and what kind of accounts can be enrolled?

For Bank Accounts, Active Individual CASA (includes sole proprietorship accounts and dollar savings accounts) and Cashlink Plus accounts “OR” joint accounts with the provision that all accountholders have signed in the enrollment form (for print and sign). The following are NOT allowed to be enrolled: Non- Active Accounts: Closed, dormant, garnished, on hold-out and escheated accounts Investment Accounts (Time Deposit, Trust and Treasury Products) “AND” joint accounts Corporate and Partnership Accounts Jr. One, In-Trust-For and Treasurer-in-Trust Accounts Third Currency Accounts For third party (receiving) accounts enrollment, ALL types of accounts can be enrolled except for the following: Non- Active Accounts: Closed, dormant, garnished, on hold-out and escheated accounts Investment Accounts (Time Deposit, Trust and Treasury Products) Treasurer in Trust and SSS Accounts Third Currency Accounts For Credit Cards, Credit Cards of primary cardholders Supplementary Bill- itself of Diners Club (?) The following are NOT allowed to be enrolled: Expired Credit Cards Closed Credit Cards Supplementary Cards If you have any other questions, please call the Security Bank Online Help Desk at (+632)88-791-88 press 2 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 once you have activated your Security Bank Online account. You cannot also simultaneously enroll a bank account and a credit card. If you have enrolled your bank account, you have to wait for it to be approved before you can enroll your credit card. If you have enrolled your credit card, you 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 chosen main branch of account or to Security Bank Cards if I chose the print and sign activation option?

Security Bank Online requires you to submit your online enrollment form to your main branch of account or to Security Bank Cards to establish your willingness to enroll in the facility. It also serves as a control procedure for possible fraudulent transactions. We do not wish to bring any inconvenience. Security Bank Online only believes 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 main branch of account or to Security Bank Cards?

Security Bank Online only accepts faxed or scanned documents to 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 leading to 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 or Security Bank Cards branch.

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 by providing your CIDAN and TAC, 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 your 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 main branch or Security Bank Cards.

How do I log in to Security Bank Online?

To access Security Bank Online, Enter your User ID in the sign in box on the Security Bank Online homepage Enter your Password and click "Log-in" Ensuring the security of your personal information online is a top priority for Security Bank. When you sign in, your User ID and Password are secure.

Is Security Bank Online accessible overseas?

Yes, all you need is a computer with an internet access and a compatible browser. Security Bank Online can also be accessed 24 hours a day, 7 days a week.

Are transactions done on Security Bank Online real time? What does real time mean?

Real-time refers to the availability to view transactions on accounts as intra-day 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 balance. Transactions done on Security Bank Online are done real time. However, take note of the prescribed cut-off time for bills payment which is at 11:00 pm. This means that if you made a payment after 11:00 pm, your bank account is already debited but your transaction shall be considered a transaction of the next day.

I believe I can view different types of balances under the Balance Inquiry module. How are they different from one another?

For checking and savings accounts (CASA), available balance refers to your withdrawable balance today which is exclusive of uncleared check deposits and any amount on hold. Current balance refers to your available balance AND any amount on hold and from uncleared check deposits. For Credit Cards, Available Credit Limit refers to the amount that you can still spend on your credit card account. Available cash advance limit refers to the amount that you can still avail for Cash advance transactions. This amount should be within the available credit limit for the amount to be availed under the cash advance facility. Available deferred payment plan or Chargelight plan limit refers to the amount that you can still use for installment or ChargeLight Transactions. This amount should be within the available credit limit for the amount to be availed under the ChargeLight Plan.

How will I know if my fund transfer or bills payment is successful?

A local reference number and the details of the transaction will be shown on the screen. You will also receive an email notification from Security Bank Online confirming the success or not of your bills payment or funds transfers. It is also advisable to check your balance and see if you have been debited of the payment or transfer amount.

I believe I may choose 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.

Why can I transfer funds to enrolled accounts only?

Security Bank Online only allows funds transfers to enrolled accounts to restrict the fraudulent fund transfer activities of a person who has accessed your account. We do not wish to bring any inconvenience. Security Bank Online only believes that your protection and of the bank is more important.

What if I made a mistake and wish to cancel my bills payment or fund transfer? What should I do?

There is no way you can stop a processed bills payment or fund transfer. However, cancellation of a scheduled bills payment or fund transfer is possible through Security Bank Online at least one (1) banking day before the scheduled date taking into account of the transaction cut-off time (bills payment at 11:00 pm).

Is there a limit to the amount that I can transfer per transaction?

Transfer to own account and enrolled receiving accounts does not have any limits.

How will I know if my request for a checkbook has been received and processed?

Upon submission of your request, 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 SB Online.

How long before I receive the checkbook I requested via Security Bank Online?

The standard turnaround time is two (2) weeks from the date of your request. You will receive an email notification that you may now pick-up your checkbook from the processing branch.

What if I made a mistake and wish to cancel my Checkbook Re-order? What should I do?

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 How do I change or amend my Profile?

a. Log in by entering your User ID and Password then click Log-in b. On the left navigation bar, click Utilities c. Click Amend my Profile d. Fill-in required information then click Submit e. System will load your filled-up Amend My Profile page. If everything is correct, click Submit f. System will acknowledge the amendment of your profile. Once the transaction has been successfully submitted, the system will generate a Local Reference Number g. An email acknowledgement will be sent for successfully amending the profile.

If I update my profile account online, will this automatically update my information with the bank and/or Security Bank Cards?

No. Amendments in the user profile of your online account will not automatically be applied to your information with the Bank or to Security Bank Cards. If you need to update your personal information, you have to visit your branch of account or inform Security Bank cards via phone or email.

If I update my profile with the bank and/or Security Bank Cards, will this automatically update my information with Security Bank Online?

No. Any update on your personal information provided to your branch or Security Bank Cards is not automatically updated with Security Bank Online. It is your obligation to update Security Bank Online with any change in your personal information especially those information which may affect communication such as change in email address and/or contact numbers. Security Bank Online is not liable for any loss that may arise due to undelivered or delayed email communication.

How safe is Security Bank Online?

The privacy and security of your accounts is of vital importance to Security Bank; therefore, Security Bank has provided security measures to protect the confidentiality of your accounts when banking online. Security Bank Online has introduced a number of security measures which includes: Nominated User ID and Password When you sign up for online access, you will create your own User ID and password, which will be used each time you logon to online banking 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 To maintain high security standards to ensure protection of your financial information at all times, Security Bank is committed to updating the technology as it becomes available. Installed Verisign A Verisign seal ensures our customers that the website is authentic. Security Bank Online assures you of the confidentiality of your transaction and personal information. 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 sign up for online access, you will create your own User ID and password, which will be used each time you logon 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 Security Bank Online client. Your User ID must at least be six (6) alphanumeric non-blank characters. Your password must at least be eight (8) alphanumeric non-blank characters for it to be really hard to guess. Every time you logon, your password will be masked. Moreover, Security Bank Online prompts you to change your password every ninety (90) days to ensure maximum security. Security Bank online also forces 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?

Security Bank is committed to provide you with peace of mind when you access your account information. For your added protection we have required you to provide a challenge question (that only you will be able to answer) to ensure that nobody can change your password but you.

How do I change my account password?

Log on to your account, go to “Utilities” and click “Change Own Password”. There you can input your new password.

What should I do if I forget my password?

If you forgot your password, you can change or reset it by visiting the Forgot Password link from the Security Bank Online home page. To reset your password, we need to confirm your identity. You need to supply your User ID and enrolled email address and after supply the answer to your submitted challenge question. If you have successfully provided all these requirements, then Security Bank Online will provide you a temporary password which you will use upon log-in. Security Bank Online will ask you to change this temporary password upon log-in. If you cannot answer the challenge question, please call the Security Bank Online Help Desk at (+632)88-791-88 press 2 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.

What should I do if my User ID is locked?

If your User ID is locked, you can unlock it by visiting the Forgot Password link from the Security Bank Online home page. To unlock your User ID, we need to confirm your identity. You need to supply your User ID and enrolled email address and after supply the answer to your submitted challenge question. If you have successfully provided all these requirements, then Security Bank Online will unlock your User ID and provide you a temporary password which you will use upon log-in. Security Bank Online will ask you to change this temporary password upon log-in. If you cannot answer the challenge question, please call the Security Bank Online Help Desk at (+632)88-791-88 press 2 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.

What should I do if I forget my User ID?

Please call the Security Bank Online Help Desk at (+632) 88-791-88 press 2 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. You will be asked some personal questions and after successfully answering them, our Help Desk person will provide you with your User ID.

What happens if my enrolled credit card account gets lost or stolen?

If your enrolled card gets lost or stolen, you can still log on to your account but you can no longer view your balances nor submit other requests. Once you receive your replacement card, you may enroll your new card number to access the online facilities. To delete your old card number, go to “Enrollment”, click “Account Enrollment” and then select “View/Edit/Delete Account”.

I wish to unenroll from Security Bank Online. What should I do?

Please call the Security Bank Online Help Desk at (+632) 88-791-88, press 2 or email us at sbonline@securitybank.com.ph. Security Bank Online Help Desk is open Mondays to Fridays, from 8:00 am to 8:00 pm. You will be asked some personal questions and after successfully answering them, our Help Desk person will deactivate your Security Bank Online account.

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 (+632) 88-791-88 press 2 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.