The Retail NetBanking is CTBC Bank’s Online Banking facility which allows its users to enjoy access to his/her CTBC Bank account/s and perform retail banking transactions anytime, anywhere.

Users can perform their banking transactions through the Retail NetBanking web interface or mobile banking app version, such as:

Transactional
• • Balance Inquiry
  • Own Account Fund Transfer
  • Intrabank Fund Transfer (to another person’s CTBC Bank Philippines’ account/s)
  • Fund Transfer via InstaPay or PESONet
  • Bills Payment
  • Enroll/Save Payees and Billers
  • Schedule Fund Transfer and Bills Payment Transactions
  • View Deposit Account Summary
  • View Time Deposit Account Summary
  • View Deposit Account Transaction History
  • Fund Transfer and Bills Payment Transaction History

Non-Transactional
• Service Requests
  • Debit Card Application
  • Cash Card Application
  • Statement of Account
  • Demand Draft or Manager’s Check
  • Checkbook Request
  • Bank Certification
  • Relationship Manager Appointment
• Creation of QR code
• Biometric Set-up
• Authenticator Set-up
• Kill Switch
• Money Lock
• Transaction Limit
• Profile Management
• Device Management

Registration in Retail NetBanking is free-of-charge.

No. Retail NetBanking was designed for single-user login access per account.

The Retail NetBanking has a multi-platform capability and compatibility and performs best on the following:

Note: For PCs/desktops/laptops, it is advisable to have the following specifications:

• 32 or 64-bit processor
• With at least 2GB RAM memory
• With at least 16GB available hard disk space
• With PDF Reader

• Additional authentication methods for login and transaction initiation
• The ability to set and manage transaction limits
• Options to lock accounts and balances
• A transaction pause period for key account changes
• Session timeout
• Receipt of SMS/email/in-app notifications for non-financial and financial transactions

With the implementation of the latest security features, here’s how to register:

• Via web interface:
  • Step 1: Visit the Bank’s official website: www.ctbcbank.com.ph.
  • Step 2: Go to ‘Sign on to’ → NetBanking → Retail.
  • Step 3: Read the Terms and Conditions and the Privacy Policy. Click Agree to proceed to the succeeding registration procedures.
  • Step 4: Key-in your active CTBC Bank Savings or Checking Account number and date of birth. (Time Deposit, Loan Account number/s, inactive, closed, or dormant Savings or Checking Account number/s will not be accepted.)
  • Step 5: Enter the One-Time-Password (OTP) sent to your registered email address for authentication.
  • Step 6: Create your own User ID and login password.
  • Step 7: Click Login to access your Retail NetBanking account.
  • Step 8: Enter your nominated User ID and login password.
  • Step 9: Enter the One-Time Password (OTP) sent to your registered email address for authentication.
  • Step 10: Scan the QR code displayed on your screen or copy and paste the code in your Authenticator app to generate the Time-Based One-Time Password (TOTP).
  • Step 11: Enter the generated TOTP to set up your Authenticator.
  • Step 12: Click Login to access your Retail NetBanking account.

Tip: Bookmark the Retail NetBanking’s URL https://retail.ctbcnetbanking.com.ph in your laptop for easier access.

• Via mobile app:
  • Step 1: Download the CTBC Bank PH Mobile App via App Store or Google Play.
  • Step 2: Click Sign Up.
  • Step 3: Read the Terms and Conditions and the Privacy Policy. Click Agree to proceed to the succeeding registration procedures.
  • Step 4: Key-in your active CTBC Bank Savings or Checking Account number and date of birth. (Time Deposit, Loan Account number/s, inactive, closed, or dormant Savings or Checking Account number/s will not be accepted.)
  • Step 5: Enter the One-Time-Password (OTP) sent to your registered email address for authentication.
  • Step 6: Create your own User ID and login password.
  • Step 7: Click Login to access your Retail NetBanking account.
  • Step 8: Enter your nominated User ID and login password.
  • Step 9: Enter the One-Time Password (OTP) sent to your registered email address for authentication.
  • Step 10: Scan the QR code displayed on your screen or copy and paste the code in your Authenticator app to generate the Time-Based One-Time Password (TOTP).
  • Step 11: Enter the generated TOTP to set up your Authenticator.
  • Step 12: Click Login to access your Retail NetBanking account.
  • Step 13: Set-up the biometric feature for easier login to your account.

For security purposes, you can only access and make transactions in your Retail NetBanking account using one (1) mobile device. To logout or remove the old mobile device whenever necessary, go to the web interface NetBanking and follow these steps:

• Visit the Bank’s official website: www.ctbcbank.com.ph.
• Go to Sign on to → NetBanking → Retail.
• Key-in your User ID and Password.
• Enter the TOTP generated via your Authenticator app.
• Select Services → Connected Device → click iOS or Android icon → click Logout this Device.
• Click the Yes button if you want to logout the registered mobile device.

You will be able to access your Retail NetBanking account using newly-registered mobile device after twenty-four (24) hours.

No. You can only login and make transactions either via the web interface version or mobile app of Retail NetBanking.

“Sorry, the account information you submitted does not match our records. Please review the details you encoded. You may also contact your branch of account or our Customer Care Unit for assistance.”

You may have inputted an incorrect CTBC Bank Savings or Checking account number and/or date of birth upon registration. Please review the details you encoded. If you still encounter the same issue, please contact your branch of account or our Customer Care Unit to verify your account information.

“Sorry, the account information you submitted can’t be found in our records. Please review the details you encoded. You may also contact your branch of account or our Customer Care Unit for assistance.”

The CTBC Bank Savings or Checking account you have inputted may have already been tagged as inactive, dormant, or closed. Please contact your branch of account or our Customer Care Unit to verify the status of your account.

If you reset your Authenticator or remove your registered mobile device, you will be required to login again to your Retail NetBanking account using your User ID and password. Once logged in, you may enable the biometric feature.

To change your Login password, go to My Profile, click Security Settings and enter the new Login password.

When creating your new Login password:

• It should be at least 8 characters in length.
• It should consist of alphanumeric and special characters.
• It should not be the same as your User ID, repeat the alphabets and digits and in consecutive sequences (i.e. Aaa, 000), and characters are adjacent in the keyboard (i.e. fgh, 567).
• You should not use any of the last 12 login passwords.

As we are currently enhancing this feature, please call our Customer Care Unit for assistance

As we are currently enhancing this feature, please call our Customer Care Unit for assistance.

If you have entered an incorrect password 3 times, your Retail NetBanking account will be automatically locked out.

You may contact your branch of account or our Customer Care Unit at +63 (2) 8840-1234 (Metro Manila); 1-800-10-8401234 (Toll-Free from other provinces through PLDT); IAC + 63 + 2 + 8840-1234 (for International Call)*; [email protected] to request for assistance.

*Visit the Bank’s corporate website for the list of the International Toll-Free numbers.

You may contact your branch of account or our Customer Care Unit at +63 (2) 8840-1234 (Metro Manila); 1-800-10-8401234 (Toll-Free from other provinces through PLDT); IAC + 63 + 2 + 8840-1234 (for International Call); [email protected].

*Visit the Bank’s corporate website for the list of International Access Codes.

Online Transactions are processed by the Bank’s system immediately, while Service Requests are transactions/services handled manually by the Bank’s back-end system. As such, processing may take some time.

A One-Time Password (OTP) is a unique code sent to new Retail NetBanking users’ registered email address to authenticate the initial login session and set up the Authenticator.

If you’re not receiving the OTP, you may check your email’s inbox or spam folder to make sure you don’t miss any email sent. In case you’re still encountering the same issue, please contact your branch of account or our Customer Care Unit for assistance.

A Time-Based One-Time Password (TOTP) is a replacement for the One-Time Password (OTP) previously sent to your registered mobile number and email address. By using an Authenticator app such as Microsoft Authenticator (recommended), Google Authenticator, or 2FAS, a code will be generated which you will need to enter to proceed with your transaction. Please note that the code changes every thirty (30) seconds.

TOTP is used when transacting through the web-based Retail NetBanking.

No. When using the CTBC Bank PH Mobile App, transactions may be authenticated using the available biometric features on your mobile phone, such as fingerprint or facial recognition.

Simply go to your mobile phone’s Settings and enable the available biometric feature.

An Authenticator is a multi-factor authentication (MFA) app that provides an additional layer of security when accessing your Retail NetBanking account and performing transactions. You may download the Microsoft Authenticator, Google Authenticator, or 2FAS from App Store or Google Play. However, we recommend using the Microsoft Authenticator app for the best experience and reliability.

Quick Response Payment (QR Ph) is an Electronic Fund Transfer (EFT) service that enables a customer of a participating BSP Supervised Financial Institution (BSFI) to transfer Philippine Peso funds from his/her account to another bank account or e-wallet using a QR code.

To create your personalized QR code, just follow these simple steps:

• Via web interface:

• Step 1: Visit the Bank’s official website: www.ctbcbank.com.ph.
• Step 2: Go to Sign on to → NetBanking → Retail.
• Step 3: On the dashboard screen, click the QR icon.
• Step 4: Select your preferred account and the QR code will be automatically generated.
• Step 5: You may opt to change the name to be displayed below the QR code.
• Step 6: Click the Download icon to save the generated QR Code.

• Via mobile app:

• Step 1: Open the CTBC Bank PH Mobile App and log in.
• Step 2: On the dashboard screen, click the QR icon.
• Step 3: Click the View My QR Code.
• Step 4: Select the account you want to create with a QR code.
• Step 5: You may opt to change the name to be displayed below the QR code.
• Step 6: Click the Download icon to save the generated QR Code.

You have two (2) options when transferring funds using a QR code:

• Via uploading the QR code image (web interface and mobile app):

• Step 1: On the dashboard screen, click the QR icon.
• Step 2: Click the Upload QR Code from Gallery.
• Step 3: Select the QR code image from the Gallery.
• Step 4: Input the amount to be transferred.
• Step 5: Click Continue.
• Step 6: Verify details and click Confirm.
• Step 7: Enter the Time-Based One-Time Password (TOTP) generated by your Authenticator app (if via web interface) or use your biometric feature (if via mobile app) to authenticate your transaction.
• Step 8: A confirmation of fund transfer transaction will be displayed.

• Via scanning the QR code image (mobile app only):

• Step 1: On the dashboard screen, click the QR icon.
• Step 2: Click Tap to activate.
• Step 3: Scan the QR code image using your mobile phone camera.
• Step 4: Input the amount to be transferred.
• Step 5: Click Continue.
• Step 6: Verify details and click Confirm.
• Step 7: Enter the Time-Based One-Time Password (TOTP) generated by your Authenticator app.
• Step 8: A confirmation of fund transfer transaction will be displayed.

As of the moment, you can only transfer funds to another person’s bank account or e-wallet. We will provide an update as soon as new feature/s of our QR Ph become available.

Below is the fund transfer crediting schedule via InstaPay and PESONet:

InstaPay: Real-time

PESONet:

• Before 2:00 PM - within the day
• Beyond 2:00 PM, falls on a weekend or holidays - next banking day

Fund transfer to other bank account or e-wallet has a transaction fee which is reflected in the transaction details and email notifications. For Bills Payment, there is no transaction fee applied.

To view your completed fund transfer or bills payment transactions, click History located at the lower left portion of the screen menu.

Yes. You can access your Retail NetBanking account even when you’re outside the Philippines, provided you have a stable internet connection.

You will be able to view your transactions made in the last 3 months. To get the list of all your transactions based on your preferred period, please refer to your Statement of Account sent through mail or via your registered email address.

To view your scheduled fund transfer/s, click Transfer located at the lower center portion of the screen menu, then click the View Schedule sub-menu.

To view your scheduled bills payment, click Pay Bills located at the center portion of the screen menu, then click the Schedule Payment sub-menu.

Please refer to the summary table below:

All transactions made during weekends and holidays will be posted as a transaction and will reflect in the Transaction History the next banking day. An email notification and SMS shall also be sent after the transaction has been made. On the other hand, transactions beyond the allowable limit per day will not push through.

Yes. Retail NetBanking has a Money Lock feature — a security mechanism that allows you to temporarily lock the whole amount or a portion of your funds so these cannot be withdrawn, used for purchases, or transferred until unlocked. This feature provides added protection against fraud, especially in cases where your card or mobile phone is lost or stolen.

Yes. You may customize the transaction limits for your Retail NetBanking transactions. The Transaction Limit feature allows you to set the maximum amount you can send or withdraw per transaction. This helps protect your account from large or unauthorized transfers.

Kill Switch is a security feature that allows you to quickly secure your Retail NetBanking account or CTBC Bank Debit or Cash Card if you suspect any fraudulent or unauthorized activity/ies. By activating the Kill Switch, you can temporarily suspend outgoing online transactions and prevent changes to your account profile.

If you encounter this message, the 24-hour Transaction Pause Period may have been activated. This security feature is triggered when there is a key account change, such as updating your mobile number, email address, or registered/authenticated a device. During this period, certain transactions may be temporarily unavailable for your protection.

To file a Service Request, click More, then select Service Request.

An email, SMS and/or In-APP notification will be sent to you after submitting your Service Request.

To cancel the submitted service request/s, please contact your branch of account.

No. The charge/fee displayed on your screen will only be deducted from your account once your Service Request has been completed/delivered by your branch of account.

No, you can no longer update or change your User ID as this is your permanent username. In case you forget your User ID, please call our Customer Care Unit for assistance.

No. To update your mobile number and/or email address, please call your branch of account or our Customer Care Unit.

When you report a disputed transaction, such as an unauthorized withdrawal or transfer, the Bank may place the disputed amount on hold. This means the amount will be temporarily “frozen” and cannot be used by the recipient until the issue has been resolved.

If the investigation determines that your claim is valid, the amount will be returned to your account. Otherwise, the hold will be lifted and the transaction will remain as originally posted.

Malicious Reporting refers to intentionally filing a false complaint or providing false information regarding a transaction or account, which may result in the temporary holding of funds.

Under the R.A. 12010, also known as AFASA, and BSP Circular No. 1215, malicious reporting is prohibited. Individuals who submit false reports in bad faith may face penalties, sanctions, or criminal charges.