1. What is the BPI One-Time Password (OTP)?
The BPI One-Time Password (OTP) is an added security feature that requires you to enter a unique 6-digit password for your online transactions. The OTP will help us authenticate your identity when you purchase online, thus minimizing the risk of potential fraud. It will be sent to your registered mobile number via SMS.

2. How do I use the OTP?
An OTP is valid for a single online transaction. It will be sent automatically to your mobile number via SMS when you make an online transaction. You will be required to enter the OTP in order to proceed with your purchase. It will expire five (5) minutes after it is sent to your mobile.

3. Do I need to enroll or register for OTP?
You do not need to enroll or register for OTP. It will be sent automatically to your registered mobile number via SMS when you make an online transaction. Make sure that your current mobile number is updated at all times. You can change or update your contact details by doing any of the following:

For BPI Credit Cardholders:

a. Log on to www.bpiexpressonline.com. Go to Account Maintenance > Update Account Information > Credit Card. Fill in all the fields that need to be updated, then click Submit.
b. Call our BPI Phone Banking via 89-100 for Metro Manila; 1-800-188-89100 for domestic toll-free calls (available to PLDT subscribers); and 63 + 2 + 89-10000 for mobile phone and international access.
c. Download, print, and fill in the request form which you can access via bit.ly/BPIOTP, and submit to any BPI or BFB branch near you.

For BPI Prepaid Cardholders:

a. Call our BPI Phone Banking via 89-100 for Metro Manila; 1-800-188-89100 for domestic toll-free calls (available to PLDT subscribers); and 63 + 2 + 89-1000 for mobile phone and international access.
b. Download, print, and fill in the request form which you can access via bit.ly/BPIOTP, and submit to any BPI or BFB branch near you.

4. Will I get charged for a BPI OTP?
No, BPI OTP is a free service to BPI credit and prepaid cardholders.

5. Will my online transaction be rejected if my mobile number is not updated?
BPI Express Credit cardholders will be allowed to use the last six (6) digits of their customer number as password for their first online transaction. BPI Prepaid cardholders will be allowed to use the date of birth as their password for the first online transaction. For succeeding online transactions, both credit and prepaid cardholders should update their contact information to be able to receive an OTP.

6. What should I do if I do not receive an OTP?
You may request to resend OTP by choosing "Resend OTP via SMS" . If your contact information is not updated for your first online transaction, you may request to resend by choosing "Use Customer Number as Authentication method" (for Credit Cardholders) and "Use Birthday as Authentication method" (for Prepaid Cardholders).

7. Will I still be able to dispute unauthorized online purchases?
Yes. If you suspect any fraudulent use of  your card, you should immediately contact BPI by calling 89-100.

8. If I lose my card, do I need to enroll for BPI One-Time Password (OTP)?
No. You do not need to register your replacement card as this service will automatically be applied to the new card.

9. What happens if I mistakenly enter an incorrect OTP?
You are provided a number of attempts to enter the correct OTP. If all attempts are not successful, you will need to restart the checkout process.

10. How will I know if my mobile number is updated in  your records?
You should be able to identify your mobile number through the characters displayed on the OTP channel selection screen.

11. What if my mobile phone is stolen?
If you no longer have access to your mobile number that you registered with BPI, immediately update your contact details with us in order to avoid the risk of unauthorized transactions.

12. What if I receive an OTP even if I'm not making any online transaction?
You should immediately call BPI Phone Banking via 89-100 to report the incident. Receiving an OTP even if you are not making an online transaction may mean unauthorized access of your account.

For any concerns, you may contact Bank of the Philippine Islands at (02) 89-100 for Metro Manila; 1-800-188-89100 for domestic toll-free calls (available to PLDT subscribers); 63 + 2 + 89-10000 for mobile phone and international access; and International Toll-Free Numbers (refer to www.bpiexpressonline.com at Contact Us link for details) or email expressonline@bpi.com.ph.

Bank of the Philippine Islands is supervised by the Bangko Sentral ng Pilipinas with telephone number (02) 708-7087 and email address: consumeraffairs@bsp.gov.ph.