Maybank

What is M2U enhanced security?
M2U enhanced security is an additional security feature.  It safeguards customers as they carry out transactions through various additional steps of verification that reinforces the fact you are at M2U's valid website.

What does this enhanced security consist of?
It consists of the following: an image, a phrase and three challenge questions.  This information is known to you only when logging in to your account whether from your own computer or somewhere else.

Why do I have to use this new security feature?
It is an additional security solution that will help protect you against identity and account information theft.

Who will be able to use this new security feature?
It is currently open to all M2U users.

How to enroll to this enhanced security?

Existing M2U Users:

• Type in manually our URL address www.maybank2u.com.ph at a fresh tab in your web browser and you will see M2U main page.
• Click on the "Login" button located at the upper right portion of M2U Main page and you will be redirected to M2U login page.
• Enter your existing Username and click "Next".
• Enter your existing Password and click "Login".
• Click "Register" to proceed to enrolment for enhanced online security.
• Choose an image and key in a phrase for your image. DO NOT enter your password; please choose a phrase you can remember.  Then click "Submit".
• Select your challenge questions and key in your answers.
• Please ensure your image, caption, challenge questions and answers are all correct.  Then click "Submit" to confirm.
• Upon successful enrolment, you will be directed to the homepage of M2U secured site.  You can perform your online banking as usual.

Will I need to change my password?
No.  Your password remains the same as this is just an additional security feature.

How do I login to M2U subsequently?

• At our M2U login page, enter your Username and click "Next".
• Your selected image and phrase will appear.  Ensure the image and phrase displayed is what you have chosen during security enrolment.  Otherwise, DO NOT proceed and kindly contact our Call Center at (+632) 85883888 or 1-800-10-5883888 for assistance.  If confirmed, enter your existing Password and click "Login".
• You are now logged in to M2U secured site.

How is this enhanced security more secure?
It has additional features for verification that you are at the actual M2U website before you enter your password.  Further verification is carried out by the system asking you a challenge question during transaction if the situation warrants.

Why do I need to setup the challenge questions?
Challenge questions are for further verification during transaction if the situation warrants.  In the case that someone else has access to your Username and Password, they will not know the answers to the challenge questions as the answers provided are only known to you.

Is my image secure?
Image that is presented to you during your registration process comes from a large selection of images, but randomly selected and shown for your selection.  Therefore, it will be difficult for an unauthorized party to display your selected image for your verification.

Can I upload my own image?
For security reasons, we are unable to allow uploading of your own images.  However, we do provide a large selection of images for you to choose from.

What is a Challenge Question?
It is a security feature which adds protection for M2U users. This is set up, along with the picture security, during M2U enrollment.

Why do I need to know the answers from my Challenge Questions?
These answers help the bank further verify your identification. The questions will just be asked when the system thinks that financial transaction is suspicious. It provides another layer of online authentication aside from Transaction Authorization Code (TAC).

How do I change my Challenge Question?
You can change your challenge question anytime. Below are the steps to update your challenge questions:

1. Click Account Maintenance box
2. Choose Update Challenge Questions tab
3. Identify three (3) Challenge Questions and answers
4. Click Next
5. Request for TAC
6. Key in the TAC in the field provided
7. Click Confirm

Will I expect challenge question every time I do transactions?
No. Challenge questions will only be asked for transactions that are suspicious.

What is the difference between TAC and Challenge Questions?
TAC is mandatory for all non-favorite transaction. This is the first layer of M2U to ensure the authenticity of the transaction. While challenge question is system generated and only asked once the online transaction is deemed suspicious.

Can I turn off the challenge question?
As an additional security feature, M2U users cannot turn off the challenge question notification.

What happens if I enter wrong answers?
Your session will automatically be logged out on your 4th attempt. As a security precaution, your account will be deactivated. To reactivate access, M2U users are advised to contact Maybank Call Center at +632 8588-3888 or 1800 10 5883888 for PLDT Toll Free.

The screen shows error when I tried to enter the answer for my challenge question, what should I do?
An error page may happen because of any of the following reasons:

• Your answer is incorrect. Answer to challenge questions are case sensitive.
• You have exceeded the maximum number of tries.
• There was a communication timeout / internet disconnection.

If error persists, you are advised to contact Maybank Call Center at +632 8588-3888 or 1800 10 5883888 for PLDT Toll Free.

What should I do if I forgot my M2U password?

If you've forgotten your M2U password, here is what you need to do:

1. Click on the "Forgot Password" in M2U home page
2. Key in the required fields:
   • Username
   • Date of Birth
   • Linked Account Number/Credit Card Number
3. Click “CONTINUE”
4. You will receive a Reset Password Code (RPC) on your registered mobile number.
5. Key in your new password and confirm your new password. Then, key in the RPC code you received on your registered mobile number and click “CONTINUE”.
6. Click “PROCEED TO INTERNET BANKING”, then Log in using your “USERNAME” and “NEW PASSWORD”

Notes:

• Your mobile phone must be registered to receive RPC in order to perform “FORGOT PASSWORD”.

• Reset Password Code (RPC) is a 6-digit number sent to your registered mobile number.

• Passwords must consist of 8 to 12 alphanumeric characters with a combination of upper and lowercase and a special character.

What precautions can I take to protect my password?

It is recommended that you do the following:

• Memorise your password. For security reasons, do not write them down.
• Do not tell anyone of your password.
• Make sure that no one is looking when you are keying in your password.
• Ensure that your computer system is secured.
• Always log out when you finish your online financial transactions.
• Avoid accessing maybank2u.com.ph Online Banking from a public terminal e.g. a cyber cafe. However, if you must, please remember to clear your cache after each session.
• Avoid storing your password when using Internet browsers. The "AutoComplete" function in Microsoft Internet Explorer 5 stores and lists possible matches from entries you entered previously. You can prevent passwords from being stored in Internet Explorer 5 by deactivating the "AutoComplete" function.

"Your username and password cannot be the same." Why was this message displayed when I tried to login?
The message will be displayed if your username and password are the same. For security reasons, your username and password should be different. You are advised to change your password to enable login.

How can I prevent my password from being automatically displayed after keying in the USER ID when using Internet Explorer 5?
Internet Explorer browsers have a feature that allows you to capture and store your user ID and password. This allows anyone with access to your computer to log into Maybank2u.com without even knowing your user ID and password.

The "AutoComplete" function in Internet Explorer stores and displays matches for what you are typing. To prevent your password from being automatically displayed after keying in your user ID, please disable the "AutoComplete" function as follows:

1. Launch Internet Explorer.
2. Click on Tools and then Internet Options.
3. Select the Content tab.
4. Under AutoComplete, click the settings button.
5. Uncheck User names and passwords and click the Delete AutoComplete history button.
6. Click OK to save the changes.

If I have problem logging in, what should I do?
Please contact our Customer Care hotline at 8588-3888 or 1800-10-5883888 (PLDT Domestic Toll Free) for assistance.

Is there an expiry to my M2U account?
There is no expiry to your M2U account.  However, your account will be automatically deactivated if you do not login to M2U for 3 months and it will be cancelled after 6 months.