Frequently Asked Questions

  1. What is UnionBank Mobile Banking (UMobile)?
  2. UMobile is UnionBank's latest take in e-banking. It is a dynamic mobile banking facility, which enables you to do your banking transactions through your mobile phone. This can be done through a menu-based Java or Smartphone app in iOS and Android which is downloadable to your phone.

  3. What transactions are available via UMobile?
    • Balance Inquiry
    • Transfer Funds (to your own or other person’s UnionBank account)
    • Pay Bills
    • Buy Prepaid Load (Globe, Smart and Sun - yours or someone else’s)
    • Change MPIN

  4. Why should I use UMobile?
    • Access your accounts anywhere
    • Pay bills anytime, anywhere
    • Convenience (prepaid reload, Fund Transfer, Bills Payment) – no need to go to our branches
    • Safe and secure transactions
    • Customer support for inquiries

  5. How secure is it to do banking transactions via UMobile?
  6. All transactions via UnionBank’s Mobile Banking service require you to key in your Mobile PIN (MPIN). Also, no account information will be in the midlet or any of the messages that will be sent. All messages go through an encryption process to ensure its security. Firewalls are used to prevent any unauthorized access to information.

  7. Is UMobile available 24 hours a day?
  8. Yes, UMobile is available 24/7.

ENROLLMENT

  1. Who can enroll to UMobile?
  2. UMobile is open to UnionBank’s accountholders with PHP savings, checking, or EON accounts.

  3. What do I do if I want to enroll?
  4. There are 3 ways to enroll to UMobile. Depending on what’s convenient for you, you may either call UnionBank’s 24/7 Customer Service, send an email through your UnionBank Online Banking account, or go to the branch to submit the UMobile Enrollment Form.

    The following information needs to provided when enrolling to UMobile:

    1. Full Name (First/Middle/Last) as it appears in your account
    2. Birth Date
    3. Address
    4. Email Address
    5. Mobile Number
    6. Phone Model and Unit
    7. Account Number/s to be enrolled

    Your enrollment will be subject to review and approval. UMobile shall send you a confirmation via SMS or email to confirm if your access is approved. Once received, you may already download and activate your UMobile access.

  5. Can I enroll my account using more than one mobile phone?
  6. Yes, UMobile may be used through multiple devices. You may enroll all your mobile numbers through the enrollment channels mentioned above.

  7. Can I enroll more than 1 account in my mobile phone?
  8. Yes, you can enroll multiple accounts to be accessed in one mobile phone. Please be sure that the accounts that you shall enroll are under your name.

  9. Do I have to have an email account to avail of this service?
  10. An email address is optional but highly recommended. We shall be sending you your transaction receipts, SMS, alerts, and announcements through UMobile; and your email shall serve as a backup for all of these notifications.

DOWNLOAD AND ACTIVATION

  1. Will UMobile work on my phone?
  2. The UnionBank Mobile Banking Midlet/application was successfully tested to run on Java-enabled feature phones, and Smartphones with Android and iOS operating systems. Please note that UMobile is not compatible with Dual SIM phones. Please refer to this link to check if your phone is compatible with UMobile.

  3. How do I download UMobile on my phone?
  4. To download the app, please ensure that your GPRS, WI-FI, or data connection is available. Data charges of your network provider shall apply when downloading UMobile. You can download the Android version of UMobile from Google Play, while the iOS version can be downloaded from the Apple Store. For other feature phones, please download the app directly from UMobile’s website.

  5. How do I activate the GPRS, MMS, and/or data capability of my mobile phone?
  6. To activate the GPRS, MMS, and/or Data settings, you can call your network provider’s customer service hotline or request by texting the commands/syntax (over-the-air) set by the telephone company.

  7. I received the message “Packet Data Unavailable” or “subscribe to packet data first” after trying clicking on the link. What does this mean?
  8. This means that your phone’s GPRS/MMS settings are not yet activated.

  9. While trying to download the link, the screen displayed this message “the link you are trying to download has expired.
  10. The UMobile download link has an expiry of 2 days. To request for a new link, just call UnionBank’s Customer Service or depending on your OS, you may download the app directly from UMobile’s website or from Android and Apple stores.

  11. How will know if the UMobile application/midlet has been successfully downloaded?
  12. You will be able to see the UMobile icon in your mobile phone’s menu. Please click on it to test if it works. It will require you to change your initial Mobile PIN (MPIN).

  13. Is there a service charge for enrolling in this facility?
  14. Enrollment, download, and activation are free of charge. When using the app, GPRS or data charges of your network provider will apply.

  15. How fast is the response time of UMobile?
  16. The average response time for transactions is 10 to 45 seconds. If you have enrolled both your mobile number and email address, you will receive an SMS and an email reply. For Android and iOS phones, you have the choice as to whether you want to receive an SMS confirmation or not.

  17. Is the service also available to other Globe or Smart affiliates?
  18. Yes. UMobile is available for all types of mobile subscriptions across all mobile service providers in the Philippines.

FUND TRANSFER

  1. Can I transfer funds to my other accounts maintained at other UnionBank branches?
  2. Yes, fund transfers may be made to accounts under your own name and maintained at other UnionBank branches provided that they are enrolled as well to the UMobile facility.

  3. Can I transfer funds to another person's UnionBank account?
  4. Yes, UMobile allows fund transfers to other UnionBank accounts provided that these are enrolled as your 3rd party recipient. To enroll your 3rd party, you may call UnionBank customer service or send a message by texting UnionBank from UMobile. Information needed for 3rd party enrollment are the following: Account name, Account number, Branch of account, and Type of account.

  5. Can I transfer funds to non-UnionBank accounts?
  6. No, fund transfers can only be made to and from Unionbank accounts using UMobile.

  7. Is there a limit to the amount I can transfer?
  8. None. You can transfer any amount between your own or to your enrolled 3rd party accounts.

BILLS PAYMENT

  1. Do I need to enroll the bills that I want to pay thru UMobile?
  2. No, enrollment of billers is not required. You can pay your bills anytime without pre-enrolling them. You can also save the biller account details that you regularly pay directly on your app so that you won’t have to type them in again the next time you need to pay them.

    Please take note however that there are some billers that change the account number or bill reference number every month. So when paying bills, make sure that you have checked the details thoroughly before confirming it.

  3. Can I pay someone else’s bill?
  4. Yes, you can pay yours or someone else’s bills regularly or just one time as needed. The account that will be used to pay though will be your enrolled accounts.

PREPAID LOAD

  1. What prepaid denominations can I buy?
  2. Various e-load denominations are available for use in UMobile. Please refer to the list of the denominations per telephone company below:

    • Globe – Autoloadmax (15, 20, 25, 26, 29, 33, 35, 40, 42, 45, 47, 52, 55, 58, 67, 75, 77, 85, 90, 94, 100)
    • Smart/ Talk n Text – Eload (30, 50, 60, 100, 115, 200, 300)
    • Sun Cellular – XpressLoad (20, 25, 30, 50, 100, 150)

  3. Can I buy load for others?
  4. Yes, UMobile allows you to buy load not only for yourself, but for others too. You may select the phone number you wish to load by choosing from your phone’s contact folders. You also have the option of saving this mobile number as one of your favorites.

OTHER INQUIRIES

  1. Can I still use the mobile banking service when I change my cellphone unit?
  2. Yes, as long as your mobile number remains the same, you may still use UMobile. You just have to download and install the app on your new phone. If your mobile number has changed, you will have to enroll it to be able to access UMobile.

  3. What will I do if I forgot my MPIN and my mobile banking service was locked?
  4. Please call UnionBank’s Customer Service to reset your MPIN. You will be asked to provide your MPIN of choice when doing this. Once reset, you will receive an SMS confirmation and you may already log on to UMobile using the MPIN you have provided.

  5. What do I need to do to deactivate my Mobile Banking service if in case my phone got lost or stolen?
  6. For clients enrolled using a pre-paid SIM:
    You may request for immediate suspension of your mobile banking service thru our Unionbank 24/7 Contact Center Hotline 84186 or for provincial areas thru our Domestic Toll-free number 1-800-1888-2277. To continue using UMobile, you may enroll your new mobile number (new SIM CARD).

    For clients enrolled using a post-paid-paid SIM:
    You may request for immediate suspension of your mobile banking service thru our Unionbank 24/7 Contact Center Hotline 84186 or for provincial areas thru our Domestic Toll-free number 1-800-1888-2277. Once, you have your new SIM (same post-paid number) you may again reactivate your mobile banking service by calling the given numbers and request for the link to download the midlet again into your new phone.

  7. What can I do if I want to enroll additional accounts (my own or an additional 3rd party)?
  8. Please call UnionBank Customer Service to enroll your additional accounts and 3rd party accounts.

  9. Who do I call if I have inquiries regarding the service (i.e. failed transactions, functions, etc.)?
  10. We always want to hear from you. For any inquiries, follow ups, and feedback related to UMobile please feel free to send us a message through the Text UnionBank feature of UMobile or:
    Email Us at – umobile.team@unionbankph.com or at customer.service@unionbankph.com

    You may also call our 24/7 Customer Service Team at the following numbers:
    Metro Manila – (632) 841 8600
    Domestic Toll-free Landline (for provincial areas) – 1-800-1888-2277