uno digital bank dialogue two bubble faqs

Frequently Asked Questions

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UNO Digital Bank (“UNO”) is one of the the first neobanks to get an outright digital banking license in the Philippines. UNO is supervised by the Bangko Sentral ng Pilipinas (BSP) and has its deposits  insured by the Philippine Deposit Insurance Corp (PDIC).

 

Through the UNO Mobile App,  you have easy access to our banking products and services. As a full spectrum digital bank,  all our processes are done digitally, end-to-end, which makes delivery of services unconstrained by physical branches.

You may download the UNO Mobile App from either the Apple App Store or the Google Play Store.

For iPhone users, the minimum supported software system is iOS 14.0.0. For Android users, the minimum supported OS is Android OS 6.0.0

A front-facing camera is essential for your phone to have. In addition, it is recommended that you have at least 3GB of RAM on your phone.

To successfully function, the UNO Mobile App requires access to your location, contacts list, camera, and photos.

 

For security reasons, your location and camera are used. Fund transfer recipients are chosen from your contacts list. Your camera and images are used to personalize your account.

Anyone who meets the following qualifications can register:

- Resident citizen of the Philippines

- At least 18 years old

- With a present and/or permanent address in the Philippines

- With at least one (1) valid government-issued identification document (ID)

- With a valid email address

- With a valid local Philippine mobile number

- Is not subject to Foreign Account Tax Compliance Act

To register, simply:

- Download and install the UNO Mobile App.

- Have your valid ID ready.

- Register by going through the onboarding process

You need to ready ANY of the following IDs to complete the onboarding process:

- Driver’s License

- Passport (new and old version)

- UMID

- PhilHealth ID

- PRC ID

- SSS

- PhilSys ID

To ensure that the documents / IDs you submit are acceptable:

- Do not use a camera flash to avoid taking a bright photo.

- Do not cover any part of your document / ID.

- Make sure the whole document / ID is within the frame.

Please call UNO Customer Happiness Team at +632 8811 8866 or +63 919 0599866 during our business hours of 8am to 5pm, Monday to Friday so you may be assisted with your registration.

The law requires that banks like UNO conduct due diligence prior to starting a relationship with a new customer. This is to ensure that banks are not used as instruments for money laundering activities. Your face is key to validating your identity and account ownership through the Selfie Check (facial recognition security feature that also confirms liveness). As such, please ensure the following:

- Before taking a selfie, remove your glasses and / or hat and avoid excessive backlighting. 

- To capture your selfie automatically, frame your face inside the oval and position your device at eye level while looking directly at the camera.

- Verify that your eyes are open. 

- Confirm that you are satisfied with the capture. Otherwise, you may choose to retake.

It is because you have not granted permission for the UNO Mobile App to use your phone's camera. You can go to your phone settings to grant camera permission to the UNO Mobile App.

For your own protection, UNO can invalidate your Password or lock your account or UNO Mobile App without prior notice:

- if your Password does not comply with the security requirements of UNO

- if the wrong Password is entered for 3 times

- if you report that you suspect any unauthorized use of your account or the UNO Mobile App; or

- if you do not comply with the due diligence requirements, or pass screening requirements of UNO.

You may reset your password and passcode. However, you will be required to set up a new password and perform a Selfie Check.

You may upload a photo in the User Profile portion of the UNO Mobile App. Remember that the photo you upload will be visible to other UNO Mobile App users and customers, especially when you perform transactions that involve them such as Send Money.

You can login to your UNO Mobile App via:

- Password / passcode authentication

- Fingerprint verification / Touch ID (Android phones)

- Facial recognition / Face ID (iOS phones)

Touch ID and Face ID can be enabled once registration is successfully completed.

You can login using your password in the meantime. After resetting Touch ID / Face ID on your device, reinstall the UNO Mobile App to try again.

 

Please note that you will once again need to set a new password and passcode, and perform face identity liveness check for security purposes.

You will be logged out automatically when your application has been idle for 4:30 minutes (4 minutes and 30 seconds). If you want to log out completely from the UNO Mobile App, you may also tap the logout icon.

Yes, you can. However, you may only access the UNO Mobile App and your UNO Account from 1 device at any given time.

Upon successful login, you will be directed to the Dashboard. This is the main screen of the UNO Mobile App which gives you an overview of your accounts. It also houses the important features and functionalities you may use in doing your day-to-day transactions.

 

You can receive money, send money, pay bills, and open time deposits. You may also pay for online purchases using your virtual card.

Opening an #UNOready Account doesn’t come with a fee. However, there are certain transactions that have charges. Tap here to view the full table of fees and charges.

Yes. Deposits are insured by PDIC for up to Php500,000 per depositor. This means that your combined balance in all your accounts is insured up to Php500,000.

A Time Deposit is a form of savings-investment in which you keep a certain amount of money for a fixed period of time in exchange for high interest. You can only maximize your interest if you do not withdraw the funds from your term deposit account unless it has reached maturity.


Tap here to view the latest Time Deposit interest rates.

The available Time Deposit products are as follows:

- #UNOboost, a High-Rate Time Deposit which pays out interest earnings upon maturity

- #UNOearn, an Income Time Deposit which pays out interest earnings on a monthly basis

Simply login to your UNO Mobile App. From your dashboard, tap the My Accounts > Add Account > Add Time Deposit. Input your investment amount, desired investment period and done!

 

Your UNO Time Deposit Account will get funds from your #UNOready Account, so make sure it has sufficient balance. You can also add a Nominee for your Time Deposit Account.

You have 2 sets of term options to choose from depending on the time deposit product that you choose:

- #UNOboost - any term between 3 to 12 months

- #UNOearn - 12 and 24 months

Yes, you need to open a Time Deposit account every time it matures.

You can put any amount between Php5,000 to Php500,000 per Time Deposit account, and you may open up to five (5) Time Deposit accounts.

Ideally, you cannot (must not) withdraw the funds from your time deposit account unless it has reached maturity, to maximize interest earnings. If you really need the funds, early withdrawal of the Time Deposit prior to maturity may incur certain charges, including a Documentary Stamp Tax (DST) charge, penalty charge and an adjustment in interest rates.

 

Early withdrawal of the Time Deposit can only be made for the full amount of the Time Deposit. Partial withdrawals are not allowed.

You can view your transaction history as far as the last 3 months. If you need to view older transactions, you may refer to your Statement of Account.

You can Add Money via:

 

- Direct online transfer from your BPI or Unionbank account/s within your UNO Mobile App 

 

- Over-the-counter transactions through our partner payment channels 

 

- PESONet transfer from other bank accounts or e-wallets

Brankas is one of our partners who connects UNO to other banks / financial institutions to facilitate seamless transfers and payments within their network

Please contact our Customer Happiness hotline at +632 8811 8866 or +63 919 0599866 during our business hours of 8am to 5pm, Monday to Friday.

You might have registered a different mobile number with UNO. Double-check the mobile number registered for the OTP.

Banks differ in daily transfer and transaction limits, and you may directly confirm these limits from them. It’s advisable that before doing an Add Money transaction via online banking, you first check the actual available amount you can still transfer.

Contact your bank (source account) if the amount you are transferring is not debited from your account balance.  Otherwise,  you may contact our Customer Happiness at 8811-8866

  1. Go to Send Money (located in the upper half section of the dashboard)> Other UNO Acct (or Other Banks). 
  2. Select the “From” Account (source). By default, the UNO Mobile App preselects the account if you only have one (1) #UNOready Account. Make sure that the “From” Account has sufficient funds to proceed with the transaction.
  3. Indicate the “To” Account (recipient). 
    1. If the recipient is another UNO Account, you can simply key-in the mobile number. 
    2. If the recipient is an account maintained in other banks, select the bank name from the drop down list, enter the account number and account name. To notify the recipient, enter the mobile number or email address.
  4. Indicate the amount you wish to send.
  5. Select the purpose of the transaction from the drop down list.
  6. Tap Continue. Enter the OTP to complete the transaction.
  7. A screen saying Transaction Successful will be displayed.

You may tap the Save/Share button to keep a record of the transaction confirmation. 

For your convenience, you may predefine the details of your recipient/s, especially those that you will be sending money to regularly. To do this:

 

     1. Tap Menu located in the Navigation Bar (Android) / Tab Bar (iOS), bottom section of the screen  > Manage My Beneficiaries

     2. Tap Other UNO Acct (or Other Banks, depending on the recipient)

     3. Choose Add (+).

     4. Input the required details. Tap Next.

     5. Key-in your passcode to confirm.

 

You can also use the Scan and Pay feature of the UNO Mobile App for quick response (QR) code-enabled fund transfers.

While you’re inside the Manage My Beneficiaries screen, you can do the following activities:

- Search Beneficiary, to make it easier especially if you have registered various beneficiaries

- Edit Beneficiary Details (Tap on the Beneficiary, then select Edit)

- Delete Beneficiary, for those you don’t foresee doing Send Money transactions in the future (Tap on the Beneficiary, then select Delete)

- Send Money, directly to the beneficiary, without the need to go back to the Dashboard (Tap on the Beneficiary, then select Send Money)

Financial Transaction 

Minimum 

Maximum 

Send Money (External) Other Bank 

  

  

Transaction Per Day 

PHP 100.00

(InstaPay) PHP 50,000.00

(PESONet) PHP 250,000.00

Total Aggregate Per Day 

 

PHP 500,000.00

Send Money (Internal) 

  

Own UNO Account 

No Limit (Initial Launch)

No Limit (Initial Launch)

UNO to Another UNO Account 

PHP 1.00

PHP 1,000,000.00

   

Total Aggregate Per Day 

 

PHP 1,000,000.00

If the account number is valid (existing and active), please contact the recipient bank to report the erroneous transfer. UNO will not refund successful transfers wrongly made to valid accounts.

You need to report this to our Customer Happiness team immediately. UNO needs to validate the status of the transaction before making any adjustments. Valid refunds are processed as soon as possible, but allow us 3 to 5 working days to credit back the funds.

You can Get Money (cash-out or withdraw) from your #UNOready Account through any of our accredited over-the-counter (OTC) partner outlets – BDO, SM Payments, Cebuana Lhuillier, M Lhuillier and Palawan Express.

Ideally, you cannot (must not) withdraw the funds from your time deposit account unless it has reached maturity, to maximize interest earnings. If you really need the funds, early withdrawal of the Time Deposit prior to maturity may incur certain charges, including a Documentary Stamp Tax (DST) charge, penalty charge and an adjustment in interest rates.

 

Early withdrawal of the Time Deposit can only be made for the full amount of the Time Deposit. Partial withdrawals are not allowed.

Scan and Pay is an UNO Mobile App payment facility that enables fund transfer by scanning a quick response (QR) code. This allows you to initiate payments easily and avoid erroneous payments brought about by manual input of payment details. Currently, this feature is available for fund transfers within UNO accounts.

It can be used for fund transfers (Send Money), making payments at merchant outlets, e-commerce websites, grocery stores and other QR-enabled payment transactions. Simply:

 

     1. Tap Scan and Pay > Scan QR

     2. Scan the QR code using your phone’s back                     camera.

     3. Select “From” account (source).

     4.Enter amount and purpose of transaction.

     5. Review and confirm details.

     6. Validate with OTP.

 

Your UNO account has its own QR code which can be used by other UNO customers to Send Money to you. To see your QR code, tap Scan and Pay > Show My QR. You can have your QR code scanned directly from your phone screen, or you can use the Share/Save feature to keep a copy in your gallery/folder.

Pay Bills is a functionality in the UNO Mobile App that allows you to settle telco, electricity, water, internet, cable, other utilities, airlines, credit card, loan and insurance dues. Simply:

     1. Tap Pay Bills > Instant Bill Payment

     2. Select the Biller Type.

     3. Choose the Name of Biller from the dropdown list.

     4. Select “From” account (source).

     5. Enter other required details and amount.

     6. Review and confirm details.

     7. Validate with OTP.

Pay Bills also allows you to do the following:

- Manage Billers – predefine billers so you don’t have to input biller details each time you do a transaction. Add new billers and delete old ones.

- Scheduled Payments – keep track of important bills or do automatic payments

As much as possible, UNO wants to keep customers from leaving. However, should you need to close your account, you may do so by contacting the Customer Happiness team. Please ensure that you don’t have any outstanding obligation with UNO prior to closure. 

 

Once your account is closed, you need to re-register and re-start the onboarding process if you wish to use the UNO Mobile App again.

UNO may close your account in the following instances:

     - If you have not funded your account within the first 3 months from account opening

     - If your account becomes an Inactive Account

     - If you do not submit the documentary requirements within fifteen (15) days from the  date you open your UNO account,

     - If you fail to comply with periodic KYC refresh as per applicable laws and regulations.

 

Likewise, UNO may immediately suspend or close your account at any time in the following situations:

     - If it is established that you have misrepresented or falsified information

     - If it is established that your account is connected with any fraudulent or illegal activities / transactions

     - If you fail to abide by or breach any provision of the Terms and Conditions

     - If UNO deems that you have handled your account improperly or unsatisfactorily.

You may get in touch with UNO’s Customer Happiness team by using the Service Request feature of the UNO Mobile App.

     1. Tap Menu (lower right hand corner of the Dashboard) > Service Request

     2. Select Raise a Concern.

     3. Choose the Category of your concern from the dropdown.

     4. Enter Reason and Brief Description of your concern.

To monitor your concerns, inquiries or requests:

     1. Tap Menu (lower right hand corner of the Dashboard) > Service Request

     2. Select View Concern > Open Concerns

The UNO Virtual Debit Mastercard is your global access to your #UNOready Account. You may use your card to pay for online retail purchases locally and globally, wherever Mastercard is accepted.

You may use it for making online purchases locally and globally, wherever Mastercard is accepted.

No, you may only use your virtual debit card for online purchases, wherever Mastercard is accepted.

You may view your UNO Virtual Debit Mastercard details via the UNO Digital Bank app; just make sure you have at least PHP100 in your #UNOready Account to initiate card activation. To access the details of the virtual debit, you may follow these steps:

 

     1. On your UNO Digital Bank app, tap the MY CARD icon located at the bottom of the dashboard.

     2. You can view a design of the card with your name and card number.

     3. You can also reveal the expiry date and CVC security code by tapping on the card.

It’s totally FREE!

 

The UNO Virtual Debit Mastercard is FREE with every #UNOready Account with a deposit of at least PHP100.

For local online retail purchase transactions, you will not be charged any fees. For foreign online retail purchase transactions, 2.5% will be charged on the peso conversion as International Transaction Fee representing the Bank’s service fee and any assessment fee(s) charged by Mastercard.

For subsequent issuance of a virtual card to the same account, you may be charged PHP50 as Virtual Debit Card Replacement Service Fee.

The maximum daily limit available on your UNO Virtual Debit Mastercard is PHP 100,000.00. You may, however, control and set your own daily transaction limit using the UNO Digital Bank app

Your UNO Digital Bank app makes it easy!

 

All transactions made using the UNO Virtual Debit Mastercard will be deducted from your #UNOready Account balance.

Your retail purchase will be declined.

Not to worry, UNO is here for you.

 

If you have any disputes regarding your transactions, you may follow these steps:

     1. Open your UNO Digital Bank app

     2. Go to the Transaction Details screen

     3. Tap on the Dispute icon

 

Any disputed card transaction will be investigated by UNObank, which may entail further verification of transaction records and confirmation with you and/or the network or merchant. Any dispute must be filed within sixty (60) calendar days from the transaction date. The dispute will be resolved in accordance with applicable Mastercard chargeback/dispute processes and procedures.

 

You may also reach us through the UNO Customer Happiness Hotline at  +632 88190866 or +63 919 0599866 or send us an email at CustomerHappiness@unobank.asia

Yes, refunds are possible!

 

The refunded amount will be credited back to your #UNOready Account. The merchant will be the one to initiate the process of refund and settle the amount with UNO, subject to the merchant’s return policy. Standard refund processes and timelines will apply.

You can choose to lock your card temporarily in the UNO Digital Bank app. Simply tap the MY CARD icon located at the bottom of the dashboard and swipe right to lock your card. Once your card is locked, you will not be able to use it for any transactions. You can unlock the card in the app to use it again.

If you see an unknown or suspicious transaction done using your card in your transaction history, lock your card in the MY CARD section in the UNO Digital Bank app and report the transaction immediately through the UNO Customer Happiness Hotline at  +632  8811 8866 or +63 919 0599866 or send us an email at CustomerHappiness@unobank.asia.

The UNO Debit Mastercard is the first Numberless debit card in the Philippines.  

 

It is your worldwide access to your #UNOready savings account. You can use your card to pay for retail purchases in stores or online worldwide wherever Mastercard is accepted and to withdraw cash from any Mastercard ATM in the Philippines and from ove million Mastercard ATMs worldwide.  

 

The card is also made using 85.5% recycled plastic making it the more sustainable card material choice. They help reduce waste, energy, and pollution, which makes them great for the environment! 

Through the world’s fastest and most reliable global payments network, the Mastercard numberless physical card cardholders enjoy the same robust and multi-layered security protections that come with paying via the existing Mastercard payment solution. The card only shows the cardholder’s name while information such as the card number and its expiry date, which are usually printed on traditional cards, would instead be saved in the card’s chip. These pieces of information, as well as the card verification code (CVC) normally printed at the back of traditional cards, would be shown on the digital card via the UNO Digital Bank app – further enhancing privacy and security levels. You can simply login to the app and verify your identity to obtain the required information for online shopping. 

You can use your card to pay for retail purchases in stores or online where Mastercard is accepted and enjoy services at all ATMs globally that accept Mastercard after successful activation.  

 

To make online transactions, simply log in to the app to get the card details to complete your transaction. 

You may set your daily spend limits via the UNO Digital Bank app, according to your personal financial habits. When your transactions exceed the daily spend limit, the system will automatically limit the transaction. You can also use the app to check transaction records in real time, thus greatly improving the efficiency of financial management. 

 

The “Numberless” card feature is an industry-first innovation in the Philippines providing you with enhanced security to protect you from fraud. With no card number, CVC or expiry date visible on the card, unauthorized transactions on your card will become difficult. 

 

In the unfortunate case that you lose your card, you must lock your card and report it as lost immediately by choosing to “Replace My Card” via the UNO Digital Bank app. In case you are unable to access the app, you may report your concern via the UNO Customer Happiness Hotline at  +632 8811 8866 or  +63 919 0599866 or send us an email at CustomerHappiness@uno.bank 

To view your card number, follow the steps below: 

 

     1. Log in to the UNO Digital Bank App 

     2. Select “MY CARD” located at the bottom of the main dashboard 

     3. Tap on the card image to view the details 

To make it easier to manage your accounts, you only have one card number to remember.  

You may request for an UNO Debit Mastercard for only PHP 300. We will automatically debit PHP 300 from your account when you place your card order in the app. Please ensure that you have enough balance in your UNO Savings or #UNOready Account for the request to be processed successfully. 

Request for your own UNO Debit Mastercard by simply logging in the app. Tap the MY CARD icon located at the bottom of the dashboard and click on the “Get your UNO Debit Mastercard” under the Debit tab. A one-time fee of PHP 300 will be debited from your UNO Savings or #UNOready Account. 

 

You will be asked to provide the name to appear on the card and confirm your delivery address. If this is within our covered delivery areas, you can expect your card to be delivered within: 

 

  • 7 banking days for delivery addresses within Metro Manila 
  • 10 banking days for delivery addresses within Luzon 
  • 12 banking days for delivery addresses outside Luzon 

 

Can I have more than one (1) UNO Debit  Mastercard at a time? 

 

No, only one (1) active card is allowed for each customer at any point in time. 

Choose your province and municipality in the fields below to find out if your area is part of our delivery areas.  

 

Field 1: Select Province <Insert drop down choices of provinces here> 

 

Field 2: Select Municipality <insert drop down choices of municipalities here>  

 

We are constantly working on widening our reach so please keep checking back for updates. 

Once you have completed all the required steps, you will be notified via the App once your request has been successfully sent. Your application status will also be updated accordingly. You may provide the virtual card number to our Customer Happiness Hotline officer in case you have any questions or concerns on the status of your UNO Debit Mastercard application.

Our couriers will attempt to deliver the cards to you 3 times. You will receive a message from us that your card is out for delivery. You may also check on the status of your card in the app. Please ensure that your delivery address in our records is accurate and there is someone to receive the card on your behalf, if you are not available. You can check your mailing address by logging in to your UNO Digital Bank app and tapping the MY CARD icon located at the bottom of the dashboard and click on the Debit tab to view the delivery address, the delivery tracking number and the expected date of delivery. 

 
If the address is correct, but you have not yet received the card, please reach us through the UNO Customer Happiness Hotline at  +632 8811 8866     or  +63 919 0599866 or send us an email at CustomerHappiness@uno.bank. 

If you are not available to receive the card, the following persons can receive it for you: 

 

The following members of legal age can receive on your behalf:

-Spouse 

-Child 

-Mother 

-Father 

-Siblings 

Any family relative living in the same household with the cardholder 

     Note: They also need to show their valid ID to the courier. 

-A regular employee or officemate of the same Department should show their valid ID to the courier to receive your card for you. 

Receptionists     and security guards are NOT allowed to receive unless they can provide an authorization letter and valid IDs. 

The valid IDs accepted are: 

Any one (1) of the following PRIMARY IDs: 

-Driver’s license 

-Passport 

-Unified Multi-purpose ID 

You can use your card as soon as you are able to activate it and choose a secure 6-digit ATM PIN in the app.  

To activate your card, tap the MY CARD icon located at the bottom of the from the app’s main dashboard and click on the Activate My Debit Card button then follow the on-screen instructions to get started. 

You will be asked to enter the activation code found at the back of the card and input your password or Touch ID for verification purposes before you can nominate and confirm your new PIN.  

There is no validity period to activating your card. 

You can use your card to perform the following transactions*: 

 

  • Withdraw cash from any ATM in the Philippines and abroad; 
  • Do Point-of-Sale (POS) or in-store transactions by inserting your card and typing your PIN or authorizing the transaction with your signature; 
  • Do contactless payments by tapping your card; 
  • Pay for online purchases by keying in your card number and one-time password (OTP), if applicable; 
  • Enroll recurring bill payments to your card and track your expenses online.  

 

*These transactions may be performed anywhere Mastercard is accepted. 

Card validation is the same for a numberless card as it is for any other card. If a merchant requests to see the card number, you may display the digital card credentials from your mobile application. 

No, we only deliver cards within the Philippines. You may check our covered delivery addresses

The card has a validity period of five years. A replacement card will be sent to your nominated delivery address before the card is due to expire. Please reach out to us in advance should you need to make any changes to your delivery address. 

 

The default daily limits for your debit card are as follows: 

 

ATM withdrawal: PHP 50,000 (or its foreign currency equivalent)* 

Purchase Transaction: PHP 200,000 (or its foreign currency equivalent) 

 

However, you have an option to set your own daily purchase limit, for purchases made through the Mastercard network in the “Card Controls” dashboard via the UNO Digital Bank App. You can choose to disable this option. This limit is subject to the availability of funds in your Account. 

 

*Some ATMs have lower limits than your UNO debit Mastercard. These are set by the banks which own the ATMs and are outside UNO’s control. You can continue to transact at the same ATM or use an ATM of a different bank until you have reached your daily limit. 

 

I tried using my UNO Debit Mastercard at an ATM, but it was not accepted. 

 

The card is only accepted at ATM machines bearing the Mastercard/Maestro/Cirrus logo.  

Some ATMs such as note that there are over 16,000 ATMs that accept Mastercard nationwide and over a million Mastercard ATMs worldwide. 

Please also check your settings under the "MY CARD" icon to ensure that you have enabled your debit card to perform transactions. To enable the debit card transaction function, tap on the toggle button on the “Lock my Card” option and wait for it to turn green. To disable the function, tap on the same toggle button and wait for it to turn gray.  

 

Alternatively, you can also check if the transaction you are making is within the daily limit you have set for your account in the “Card Controls” dashboard. 

You can choose to lock your card temporarily in the app. Once your card is locked, you will not be able to use it for any transactions. You can unlock the card in the app to use it again.  

 

Note that this option temporarily disables both your virtual and physical debit cards. 

If your card is lost or stolen, log in to the app and lock your card immediately. Go to the “MY CARD” dashboard and choose “Lock My Card” and then choose “Replace My Card” under Card Settings in case you are unable to retrieve the card. This option permanently blocks both virtual and debit cards and will automatically issue you a new card number.  Should you encounter any issues, you may call the UNO Customer Happiness Hotline at  +632  8811 8866 or +63 919 0599866 or send us an email at CustomerHappiness@uno.bank. 

If your card is damaged, we can reissue you a new one. Go to the “MY CARD” dashboard and choose “Reissue My Card” under Card Settings. This option, if chosen, will automatically issue you a new card with the same card number.  Should you encounter any issues, you may call the UNO Customer Happiness Hotline at  +632  8811 8866 or +63 919 0599866 or send us an email at CustomerHappiness@uno.bank. 

A minimal fee of PHP 300 will be charged and debited automatically from your account once the replacement has been processed. Please ensure that your account is funded for the replacement process to be completed. 

 

 

Your UNO Savings or #UNOready Savings Account will be debited to pay for your retail purchases. 

You will need to get your card details from the app to be able to process these types of transactions. 

Your ATM and retail purchase transactions will be declined if there are not enough funds to cover for the transaction you are trying to make. 

The transaction amount from your retail purchase will be debited as soon as the transaction has been authorized and will reflect as a pending debit transaction until this is settled with the merchant. The amount of cash available for withdrawal is your available balance. 

 

 

Sample Computation for Illustration Purposes: 

 

Before the Retail Purchase 

Available Balance 

PHP 10,000 

 

Retail Purchase Amount = PHP 500 

 

After the Retail Purchase 

Available Balance 

PHP 9,500 

 

For local ATM transactions, you get 2 free transactions per month, a charge of PHP 15 per transaction will apply thereafter.  

 

For local retail purchase transactions, you will not be charged any fees.  

 

For foreign transactions, the converted amount shall be charged up to 2.50%, representing assessment fee(s) charged by Mastercard and the Bank's service fee. 

 

Sample computation for illustration purposes: 

 

International Retail Purchase Amount/Mastercard Plus International ATM Withdrawal = US$100 

Foreign Currency Amount Converted to Peso Amount = US$100 x PHP 58 per $1* = PHP 5,800 

Total Peso Amount to be Withdrawn from your Account = PHP 5,800 + (PHP 5,800 x 2.50%) = PHP 5,945 

The “Numberless” card feature is an industry-first innovation providing you with enhanced security to protect you from fraud. With no card number, CVC or expiry date on the card, unauthorized transactions on your card will become difficult. 

 

Here are also some safety tips which you can do to ensure that your transactions are secured: 

  • Sign on your card immediately. 
  • Always keep your cards and card details in a safe place. 
  • Do not share your debit card PIN, account and personal information, and signature with anyone. 
  • Your UNO Debit Mastercard is only for your personal and exclusive use. Please do not hand it over to anybody – family members, friends, strangers, even to people who claim to be officers of the bank. You shall be responsible for any usage of your card or debits on your account made by any person. 
  • Any verification of your card at any store, restaurant, etc. should be done in your presence. Remember to get your card back after every purchase. 
  • Check your transaction receipt for the card number and the amount charged to your card after every purchase. 
  • Keep your transaction receipts safe, to tally them against your monthly statement of account. 
  • Lock your card when not in use. 

 

Carefully check your monthly statement of account and report any unusual or suspicious looking transactions to the UNO Customer Happiness Hotline at  +632  8811 8866 or  +63 919 0599866 or send us an email at CustomerHappiness@uno.bank 

 

If you see an unknown or suspicious transaction done using your card in your transaction history, lock your card in the UNO Digital Bank app and report the transaction immediately through the UNO Customer Happiness Hotline at  +632  8811 8866 or +63 919 0599866 or send us an email at CustomerHappiness@uno.bank. 

If you have any disputes regarding your transactions, you may follow these steps:

     - Open your UNO Digital Bank app

     - Go to the Transaction Details screen

     - Tap on the Dispute icon

      

Any disputed card transaction will be investigated by UNObank, which may entail further verification of transaction records and confirmation with you and/or the network or merchant. Any dispute must be filed within sixty (60) calendar days from the transaction date. The dispute will be resolved in accordance with applicable Mastercard chargeback/dispute processes and procedures. 

 

You may also reach us through the UNO Customer Happiness Hotline at  +632  8811 8866 or  

+63 919 0599866 or send us an email at CustomerHappiness@uno.bank 

If in the course of the investigation, a sales slip(s) is/are retrieved, a PHP 250 sales retrieval fee will be charged to your account for every sales slip retrieval made. For valid fraud cases, the PHP 250.00 sales retrieval fee is waived. 

If the nature of your dispute is fraud-related, your fraudulent card will be blocked and a new physical and virtual debit card will be issued.  

You can access your deposit account and perform your usual banking transactions in the app. 

The amount that you are disputing will not be credited while investigation is ongoing. You will be notified of the status of your dispute within 60 days. No interest will be paid during the pendency of the dispute. In addition, interest will resume only once the amount is credited back to the account. Please note that coordination will need to be done with Mastercard and the merchant respectively during the investigation. However, if the transaction is valid, the bank will not credit back any amount to your account. 

 

Please call us at the UNO Customer Happiness Hotline at  +632  8811 8866 or  +63 919 0599866 or send us an email at CustomerHappiness@uno.bank