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FAQs

Online banking
Transaction Authorization Codes (TAC)
  • Why do I need a TAC?

    TAC is compulsory for specific transactions because it provides an additional layer of security to protect you against unauthorised access to your account.

    Is TAC the same as the Internet Banking PIN
    No, it is not. Your FTAC, which is sent to your registered mobile number upon enrolment to M2U. TAC is not used for login but for specific transactions and types of activities. TAC will expire after 15 minutes if you do not use it, upon request. Once it is activated, you may still use it for another 15 minutes. You may perform several transactions with the same TAC.

    How much time do I have before my TAC expires?

    For your online banking safety, your TAC can now only be used for two hours or while you are still logged on, whichever is earlier.

    Can I request for TAC 24 hours a day, 7 days a week?

    You can request for TAC online via M2U, anytime - 24 hours a day and 7 days a week.

    Can I request for a TAC at the bank branch or via email to Maybank2u.com or by calling the Call Centre?

    No, you can only request for a TAC via M2U.

    Will I need a TAC each time I login to Maybank2u.com?

    TAC is only required for specific transactions. One TAC can be used to register multiple 3rd party accounts and bills. Subsequently, you will not require a TAC for these pre-registered transactions.

    Do I need a new TAC for every transaction?

    You can use the same TAC for one or more transactions that require TAC within one login session.

    Can I request for two or more TACs and use them?
    You may, but the latest TAC will immediately override the earlier one for security, therefore only one TAC will be valid at any time.

    Can I cancel or deactivate my TAC?
    No, you cannot. If you do not wish to use your TAC, just delete the SMS sent to your mobile number.

    I lost my TAC / I forgot the TAC / My TAC has expired!
    Make a request for a new TAC via M2U.

    How many mobile phone numbers can I register for TAC?
    You may only register one number.

    Can I register my mobile number for TAC via Maybank2u.com?
    No, you cannot. Your mobile number registration for TAC can only be done at the Branch for security purposes.

    How do I change my mobile number for TAC?

    You can change your TAC registered mobile number to branch where you initially enrolled your number.

    Can I request for TAC using my mobile phone (SMS)?
    No. Your TAC request must be done via M2U. You can only receive TAC via SMS, sent to the mobile phone number you registered.

    Is there a charge for TAC via mobile phone (SMS)?
    It is available free of charge for a limited period.

    How long does it take to receive TAC via mobile phone (SMS)?
    The delivery time depends on the traffic volume of your mobile service provider.

    There was a service interruption/time-out during the transaction. Is my TAC still valid or do I need a new one?
    You will only require a new TAC, if you have to login into M2U.

    What happens if I enter a wrong TAC?
    If you enter an invalid TAC 3 times, you will be forced to "Logout" upon your fourth attempt. As a security precaution, your TAC will be deactivated immediately and you will not be allowed to log in to Maybank2u.com on your next "Login". Call our Call Center hotline at 8588-3888.

    What happens if I suspect illegal or fraudulent transactions from my account?
    Please contact our Call Center hotline at 8588-3888 immediately.

    How will I know that the TAC number I’ve received on my mobile is from Maybank2u.com?
    TAC numbers will be sent via Sun Cellular MAYBANK.

    I entered my TAC as requested but got an error message.

    You may receive an "error" message for the following reasons:

    • Your TAC is incorrect or has expired
    • You have exceeded the maximum number of tries
    • You need to request for a new TAC because your login access was previously denied

    How many times can I use the same TAC?
    You can use the same TAC for the duration of each logon to Maybank2u.com. Your TAC will expire immediately each time you logout of Maybank2u.com.

     

M2U Enhanced Security
  • 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.

M2U PIN and Password
  • 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.

Mobile Banking
Loans
Auto Finance
  • How do I apply for an auto loan with Maybank?
    Just fill out a credit application form which you may get from any of our 15 Maybank Auto Lending Centers or we may fax or email it to you.

    Submit the form and the supporting documents to any of the Lending Centers nearest you or send it by email or fax and we will process the application.

    Expect a call from any of the Maybank Auto Loan Officers or Loan Assistants to confirm you application.

    How long will it take for you to process my application?
    The usual turnaround time for a brand new auto loan application to be approved is one day while for a used car application it will take three days.

    What vehicle year models do you finance?
    We finance 2000 and above year models.

    How much downpayment do I have to give for the loan?
    A minimum downpayment of 20% of the selling price for brand new car models while for used cars, a minimum downpayment of 30% of the appraised value will be required

    Are the rates negotiable?
    Yes, the rates are negotiable. We will package the loan to suit your needs at your financial convenience.

Personal Loan
  • Can I preterminate my loan anytime?
    Yes, based on the outstanding balance of your loan.

    When can I reavail of a personal loan?
    You may reavail/re-apply for a loan when you have reached half of the term.

    What is the minimum loan amount that I can borrow for a personal loan? Maximum loan?
    The minimum loan amount that one can borrow is P50,000 and the maximum loan amount is P1,000,000.

    What are the payment terms?
    You may choose from 12, 18, 24, 36 months.

    Can I borrow even if my company doesn’t belong to the top 7,000 corporations.?
    Yes, provided that the company is SEC registered and has been in existence for the past 5 years.

    How much is my monthly amortization?
    You may use our loan calculator to help you compute your monthly amortization.

    What is the mode of payment?
    Postdated checks shall be issued for the full term of the loan.

    How much is the processing fee? Other fees?
    Processing fee is P2,000. We require a Credit Life Insurance (CLI) which is paid one time once the loan is approved.

    How long does it take for the loan to be processed?
    For employed borrowers, it is 5 - 7 working days and 5 - 10 working days for self-employed borrowers provided the documents are complete.

    How do I receive my loan proceeds?
    You may receive the loan proceeds via check or credit to your Maybank account.

    How can I apply for a Personal Loan?
    You may apply online here

Credit Cards
Credit Cards
  • How do I apply for a Maybank Credit Card?

    • Go to any Maybank branches and fill-out a credit card application form. You may submit to the branch nearest you.
    • You may call our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number a 1-800-10-588-3888 and we will have one of our authorized representatives get in touch with you to get your customer details.
    • You may also send an email to mpi.customerservice@maybank.com
    • You may fill your application here.

    What are the qualifications and requirements when I apply for a Maybank Credit Card?

    Qualifications

    • You must be a resident of the Republic of the Philippines
    • Between 21 to 65 years of age
    • Gross Annual Income of:
      • Php 150,000.00 for Classic/Standard
      • Php 450,000.00 for Gold
      • Php 1,000,000.00 for Platinum

    Requirements

    • Photocopy of any of the following IDs:
      • Passport
      • Driver's License
      • Company ID
      • TIN ID Card
      • SSS ID
      • GSIS ID
      • Other Government Issued IDs
    • Proof of Income
    • 1. Employed
      1. Latest Income Tax Return (ITR) with Bank/BIR Stamp / or BIR Form 2316
      2. Payslips received within the past three months
      3. Original Certificate of Employment
      4. Active credit card number to be declared in the application form
       
      2. Self-Employed
      1. DTI or SEC Registration
      2. Latest Audited Financial Statements (AFS) with Bank/BIR Stam
      3. Latest Income Tax Return (ITR) with Bank/BIR Stamp
      4. Active credit card number to be declared in the application form

    How many supplementary cards can I apply for?
    You can have up to 4 supplementary cards.

    How many days will it take to process my Maybank Credit Card application?
    Your credit card application will be processed within 10-15 banking days upon submission of complete documentary requirements.

    If my application is approved, how many days will it take before I receive my Maybank Credit Card?
    Please allow us 10 banking days to deliver your card. Please note that if you are not around to receive the card, please leave an authorization letter along with a photocopy of your ID. Please note that we will only leave the card with your authorized representative upon presentation of their Valid ID.

    How will I know my statement date and payment due date?

    Your statement date will be indicated in the welcome pack once you receive your credit card. Kindly take note of it. Your Due Date will be 22 calendar days after your statement date.

    Example:
    Thus if you make a purchase on May 16 and your statement date is every 26th of the month, you have to pay for your balance on or before June 30.

    When do I get my statement of account?
    Your statement of account will be delivered to you within 10 banking days after your statement date.

    How much is my minimum payment due?
    Minimum payment due is 5% of the total amount due or Php 500.00 whichever is higher.

    How do I pay for my credit card bill?

    • You may pay your credit card bills at any Maybank branches nationwide. Kindly check our website for a complete list of Maybank branch locations.
    • If you have a Maybank Account, you may enroll for an Auto Debit Account arrangement.
    • You may also pay through at any BancNet ATMs, Selected SM, SM Hypermarket, Savmore outlets, RCBC Commercial Banks and via BancNetOnline.
    • You can via M2U internet banking facility.

    How do I use the cash advance facility?
    You may visit any Maybank branches for cash advance transactions. Please bring a valid ID for verification and fill out an application form for Cash Advance. Your card's EMV-chip will be read by the credit card terminal. You will receive your cash advance once transaction is successful.

    How do I report any error or questions about my bill?
    Any inquiries, errors or disputed transactions in the Statement of Account should be reported immediately by calling our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888.

    How do I report a lost card and request for its replacement?
    Report lost or stolen credit card immediately by calling our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888.

    Why is my credit card being declined everytime it is swiped?

    • Maybank Credit Cards are delivered on a deactivated state to protect cardholders from possible card interception, kindly call our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888 to activate it.
    • If your card is activated and used for a considerable amount of time, you may have not settled your credit card by paying the minimum due amount or your balance.
    • You may have used your credit card in excess of your credit limit.

    Majority of the credit cards don’t have an EMV Chip, why does Maybank Credit Card have one?
    The EMV Chip provides extra security as compared to the usual magnetic stripe in credit cards. Regularly ask the retailer's cashier to use the chip instead of swiping the magnetic strip of the card.

    What is the difference between MasterCard and Visa?
    Both are accepted worldwide, the major difference between the two are the programs and promos you can enjoy everytime you use your card.

    A person claiming to be a Maybank employee called and requested me to surrender my credit card or divulge my credit card number, will I continue engaging with this person?
    Maybank representatives do not call cardholders to surrender their cards or ask for the credit card number. Kindly report this incident to our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888.

    How can I change my credit limit?
    If you want to change your credit limit kindly call our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888. Request will be subject for evaluation.

    How can I upgrade/downgrade my card type?

    If you wish to move to a higher or lower card type, kindly call our 24/7 Maybank Customer Service Hotline at 8588-3888 or PLDT Domestic Toll Free number at 1-800-10-588-3888. Request will be subject to evaluation.

Foreign Exchange (FX)
Foreign Exchange (FX)
  • What FX products does Maybank Philippines Incorporated (MPI) offer? 

    Aside from the regular over-the-counter exchange of bank notes and coins, MPI purchases and sells demand drafts, wire transfers and travellers checks of widely traded currencies.

    We also offer hedging solutions (i.e. Forward contracts*) to help clients manage foreign exchange risks.

    * Subject to approved Treasury Foreign Exchange Contract (FEC) limits. 

    Does MPI only deal in US Dollars? 

    MPI can also transact in other major currencies such as the Australian Dollar, Euro, British Pound, Japanese Yen, Singapore Dollar, Hong Kong Dollar, Chinese Yuan and other foreign currencies.

    How do I avail of the FX services of MPI? 

    You may call or visit our main office or any of our 50 branches strategically located in the major commercial centers and financial districts in the Philippines. Our accommodating forex officers and tellers would be glad to serve you.

    Are there any restrictions as to the FX amount I can deal with MPI? 

    *Buying FX : There are no limits to the amount the Bank can buy dollars or convert into pesos.
    *Selling FX : Yes. BSP mandates submission of documentary requirements to support the amount of FX sale, whether this may be dollars or third currency, as long as payment is made in Pesos.

    *Please take note to use the point of view of the Bank

    Are there any documents required before transacting?

    When converting foreign funds to pesos or purchase of foreign currency against third currency, the client needs to accomplish an FX slip form.

    In both occasions, presentation of 2 Valid IDs is required.

    Purchase of foreign currency against the Peso, requires submission of documents as mandated by the BSP:

    • For non-trade purchases of foreign exchange currencies, a duly accomplished application to Purchase Foreign Exchange form shall be required along with other supporting documents to support the nature of the purchase.
    • For trade purchases, the following requirements should be submitted to MPI :
      • Certified true copies of supporting documents
      • Commercial Invoices
      • Shipping Documents
      • Duly accomplished and notarized application to Purchase Foreign Exchange form
Maybank Switch-Up
Maybank Switch-Up
  • Q: Who is allowed to join?

    A: Any graduating student of any business course from UP, ADMU or DLSU with good academic standing and active participation in school organizations.

    Q: Do we apply in teams or as individuals?

    A: Application will be done individually. Initial assessments will be done individually while final presentation will be done in teams assigned by the organizing committee.

    Q: Should I possess an in-depth knowledge of the banking industry to join this competition?

    A: No, we understand that graduating students may not fully understand the intricacies of the banking industry; hence, we have structured the lecture series, mentoring sessions and information packets to help you in creating or enhancing a bank product. Each team will have assigned mentors who you may consult with as well.

    Q: Where will the competition take place?

    A: The initial screenings will be held inside the three campuses – one campus per day. You will be informed of the schedule per campus once you have filled up the application form. The lecture series and final presentation will be held in the Maybank Corporate Centre in Bonifacio Global City, Taguig.

    Q: What if I'm not available in some of the dates?

    A: For the initial screenings, you may join the screenings of the two other campuses in case you are not free on the day scheduled for your university. For the lecture series and mentoring sessions, absences will affect the overall team's score. Attendance on the final presentation is a must.

 
  • A proud member of: BancNet
  • Maybank Philippines Inc., is regulated by the Bangko Sentral ng Pilipinas (BSP). For inquiries or complaints, you may contact Maybank Customer Service hotline at (02) 8588 3888 or our toll-free number 1800 10 588 3888. Alternatively, you may also send an email to mpi.customerservice@maybank.com. You may also contact BSP at (02) 8708 7087 or consumeraffairs@bsp.gov.ph.

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