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. The facility can be accessed via web interface or CTBC Bank PH Mobile App.

Users can perform their banking transactions such as:

• • 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
  • Biometric Set-up
  • Authenticator Set-up
  • Kill Switch
  • Money Lock
  • Transaction Limit
  • 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
  • Profile Management
  • Device Management

Registration in Retail NetBanking is free-of-charge.

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

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

The security features of Retail NetBanking include:

• 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 financial and non-financial transactions

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 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 security code generated by the Microsoft Authenticator app that replaces the One-Time Password (OTP) to authenticate your transactions. You will need to enter the TOTP to proceed with the following:

• Setting up your Authenticator, Kill Switch, Money Lock, and Transaction Limit via the Retail NetBanking mobile app
• Authenticating transactions through the Retail NetBanking web interface

Please note that the TOTP changes every thirty (30) seconds.

The Microsoft Authenticator is a Multi-factor Authentication (MFA) app that provides an additional layer of security when accessing your Retail NetBanking account and authenticating transactions. You may download the app from Google Play or the App Store.

When using the CTBC Bank PH Mobile App, the TOTP is required only when setting up the Authenticator, Kill Switch, Money Lock and Transaction Limit features.

Other transactions such as fund transfers and bills payments are authenticated using your mobile phone’s biometric feature, such as fingerprint or facial recognition.

When transacting via the Retail NetBanking web interface, you will be required to enter the TOTP to authenticate your transactions.

For seamless Authenticator set-up, ensure that you have already downloaded the Microsoft Authenticator app before performing these steps:

• Via web interface:
  • Step 1: Log in to your Retail NetBanking account.
  • Step 2: A QR code image will prompt on your screen
  • Step 3: In the Microsoft Authenticator app, tap the “+” sign on the upper-right corner of the screen, then select Other.
  • Step 4: Scan the QR code that is displayed in your Retail NetBanking screen.
  • Step 5: Once successfully scanned, the CTBC RIB account will automatically be added to your Microsoft Authenticator app dashboard.

• Via mobile app:
  • Step 1: Log in to your Retail NetBanking account.
  • Step 2: A QR code image and Enter code manually button will prompt on your screen.
  • Step 3: Click the Enter code manually button.
  • Step 4: In the Microsoft Authenticator app, tap the “+” sign on the upper-right corner of the screen, then select Other.
  • Step 5: Click the Enter code manually button.
  • Step 6: Enter your preferred account name (e.g. CTBC RIB), then paste the code on the Secret Key field.
  • Step 7: In the Microsoft Authenticator app dashboard, tap the CTBC RIB to display the 6-digit TOTP.
  • Step 8: In your Retail NetBanking account, enter the 6-digit TOTP, then click OK once success message appears.

Individual bank clients who are about to sign up or register to Retail NetBanking, setting up the Authenticator forms part of the registration process.

To register to Retail NetBanking, below are the 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: Read the Terms and Conditions and the Privacy Policy. then click Agree.
  • 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.

Upon successful registration, follow these steps to set up your Authenticator. Please ensure that you have downloaded the Microsoft Authenticator app:

• Step 1: Log in to your Retail NetBanking account.
• Step 2: Enter the One-Time Password (OTP) sent to your registered email address for authentication.
• Step 3: A QR code image will prompt on your screen.
• Step 4: In the Microsoft Authenticator app, tap the “+” sign on the upper-right corner of the screen, then select Other.
• Step 5: Scan the QR code that is displayed in your Retail NetBanking screen.
• Step 6: Once successfully scanned, the CTBC RIB account will automatically be added to your Microsoft Authenticator app dashboard.

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 from Google Play or App Store.
  • Step 2: Click Sign Up.
  • Step 3: Read the Terms and Conditions and the Privacy Policy, then click Agree.
  • 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.

Upon successful registration, follow these steps to set up your Authenticator. Please ensure that you have downloaded the Microsoft Authenticator app:

• • Step 1: Log in to your Retail NetBanking account.
  • Step 2: Enter the One-Time Password sent to your registered email address for authentication.
  • Step 3: A QR code image and Enter code manually button will prompt on your screen.
  • Step 4: Click the Enter code manually button.
  • Step 5: In the Microsoft Authenticator app, tap the “+” sign on the upper-right corner of the screen, then select Other.
  • Step 6: Click the Enter code manually button.
  • Step 7: Enter your preferred account name (e.g. CTBC RIB), then paste the code on the Secret Key field.
  • Step 8: In the Microsoft Authenticator app dashboard, tap the CTBC RIB to display the 6-digit TOTP.
  • Step 9: In your Retail NetBanking account, enter the 6-digit TOTP, then click OK once success message appears.

Go to your mobile phone’s Settings, then tap Face ID & Passcode (for iOS) or Fingerprint or Face Recognition (for Android), and follow the on-screen instructions to enable the biometric feature.

Once enabled, log in to your Retail NetBanking account using your nominated User ID and login password. You will then be prompted to enable your biometrics. Tap OK.

You may choose not to enable the biometrics However, you will not be able to perform financial transactions through the mobile app.

For security purposes, the Retail NetBanking has a one-mobile device policy. To log out or remove your current registered mobile device, go to the web interface of Retail NetBanking and follow these steps:

• Step 1: Visit the Bank’s official website: www.ctbcbank.com.ph./li>
• Step 2: Go to Sign on to → NetBanking → Retail.
• Step 3: Key-in your User ID and login password.
• Step 4: Enter the 6-digit TOTP generated via your Microsoft Authenticator app.
• Step 5: Select Services → Connected Device → click iOS or Android icon → click Logout this Device.
• Step 6: Click the Yes button if you want to logout the registered mobile device.

After removing your registered mobile device, you will not be able to perform any transactions for twenty-four (24) hours.

No. You can log in and make transactions using either the Retail NetBanking web interface or the mobile app, but not both at the same time.

“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 entered 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 entered 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 have reset your Authenticator or removed your registered mobile device, the biometric feature in your Retail NetBanking is automatically disabled. To log in, enter your User ID and login password. Once logged in, you may enable the biometric feature again.

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

When creating your new Login password:

• Must be 8-30 characters long. (Should be at least 1 uppercase, 1 lowercase, 1 number, 1 special character; there should be no space)
• Must not be the same as your user ID.
• Must not match any of your last 12 passwords.

We are currently reviewing access to the Forgot User ID feature. In the meantime, please call our Customer Care Unit for assistance.

We are currently reviewing access to the Forgot Password feature. In the meantime, please call our Customer Care Unit for assistance.

You may enter your password incorrectly up to three (3) consecutive times. After the third unsuccessful attempt, your Retail NetBanking account will be automatically locked to help protect your account’s security.

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 Toll-Free numbers.

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 6-digit the Time-Based One-Time Password (TOTP) generated by your via Microsoft 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 6-digit the Time-Based One-Time Password (TOTP) generated by your via Microsoft 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 and bills payment transactions are free of charge.

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 can view transactions made within the last 3 months. To access transactions beyond this period, please refer to your e-Statement of Account sent to 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. The 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 or transferred until unlocked. This feature provides added protection against fraud, especially in cases where your card or mobile phone is lost or stolen.

To lock a portion or the entire amount in your Retail NetBanking account:

• Via web interface:

• Step 1: On the Retail NetBanking dashboard, click to My Profile icon ? Security Settings.
• Step 2: Click Money Lock and select your preferred active account.
• Step 3: Click Change and enter the amount you wish to lock.
• Step 4: Enter the 6-digit Time-Based One-Time Password (TOTP) generated via Microsoft Authenticator app for authentication.
• Step 5: Click Confirm.
• Step 6: A confirmation of your Money Lock transaction will be displayed.

To unlock, follow steps 1 and 2, then click the Reset button. After authenticating your transaction, click Confirm.

• Via mobile app:

• Step 1: On the Retail NetBanking dashboard, click to My Profile icon ? Security Settings.
• Step 2: Click Money Lock and select your preferred active account.
• Step 3: Click Change and enter the amount you wish to lock.
• Step 4: Authenticate via Biometrics, then enter the 6-digit Time-Based One-Time Password (TOTP) generated via Microsoft Authenticator app for authentication.
• Step 5: Click Confirm.
• Step 6: A confirmation of your Money Lock transaction will be displayed.

Yes. You may customize the amount 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.

To set an amount limit for your transactions:

• Via web interface:

• Step 1: On the Retail NetBanking dashboard, click to My Profile icon → Security Settings.
• Step 2: Click Transaction Limit and select your preferred active account.
• Step 3: Click Change and select Retail NetBanking Online Transaction Limit or Debit/Cash Card Limit.
• Step 4: Click the ‘+’ or ‘-‘ sign to set the amount limit.
• Step 5: Click Confirm.
• Step 6: Enter the 6-digit Time-Based One-Time Password (TOTP) generated via Microsoft Authenticator app for authentication.
• Step 7: Click Proceed.
• Step 8: A confirmation of your Transaction Limit transaction will be displayed.

• Via mobile app:

• Step 1: On the Retail NetBanking dashboard, click to My Profile icon → Security Settings.
• Step 2: Click Transaction Limit and select your preferred active account.
• Step 3: Click Change and select Retail NetBanking Online Transaction Limit or Debit/Cash Card Limit.
• Step 4: Click the ‘+’ or ‘-‘ sign to set the amount limit.
• Step 5: Click Confirm.
• Step 6: Authenticate via your biometrics, then enter the 6-digit Time-Based One-Time Password (TOTP) generated via Microsoft Authenticator app for authentication.
• Step 7: Click Proceed.
• Step 8: A confirmation of your Transaction Limit transaction will be displayed.

Notes:

• 1. To remove the set amount limit, follow steps 1 to 3, select the ‘-‘ sign until the amount becomes 0.00, then click the Reset button. After authenticating your transaction, click Proceed.
• 2. Amount limit is in multiples of ₱10,000.

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 receive this message, the 24-hour Transaction Pause Period may have been activated. This security feature is triggered after certain key account changes, such as:

• Updating your mobile number
• Updating your email address
• Setting or resetting your Authenticator
• Registering or removing a mobile device

During this period, certain transactions will be temporarily unavailable to help protect your account.

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.

To file a report for unauthorized transaction/s, you may contact 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)*.

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