Frequently Asked Questions

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 13.00. For Android users, the minimum supported OS is Android OS 7.00

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

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 contact the UNO Customer Happiness Team via chat, in-app message, or via phone at +632 8811 8866 or +63 919 0599866 for registration assistance.

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.

Let me guide you on how to reset your passcode:

-Go to your UNO Mobile App’s Menu, lower right part of the dashboard.
-Choose Settings
-Tap on Reset Passcode
-Enter your OTP to authenticate
-Nominate a new passcode!

Reminder when nominating a new passcode:
Must be 4 numerical numbers
Must not be a number pattern such as all repeating (e.g. 1111) or all-sequential (eg. 1234)

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

Here are the easy steps:
-Tap on Forgot Password from the login page.
-Enter your registered mobile number and authenticate via OTP and Selfie Scan.
-Nominate a new password. Always follow the instructions on how to nominate a strong password.

Reminder when nominating a new password:

At least 8 Characters in length
Must have at least 1 special character (!@#%&)
Must have at least 1 uppercase character
Must have at least 1 lowercase character
Must have at least 1 number

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 find your #UNOready account number as soon as you log in to the UNO Mobile App.

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 Php1,000,000 per depositor. This means that your combined balance in all your accounts is insured up to Php1,000,000.

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 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 new Time Deposit account every time your existing Time Deposit account 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.

With the UNO Mobile App, getting your Statement of Account for savings or time deposit accounts is made easy and quick through these simple steps.

– Launch the UNO Mobile App and login to your account
– Tap “Accounts” on the lower left of the dashboard
– Select the account you wish to get the Statement of Account for
– Tap the Statement icon on the lower part of the screen
– Select the period you wish to cover for your Statement of Account
– Tap on the Share icon (lower part of the dashboard)

You can save a copy of your Statement of Account to your device or send it to your chosen application available on your device.

Getting a copy of your Time Deposit Certificate via your UNO Mobile App anytime and anywhere is easy!

Simply follow these steps:

– Tap “Accounts” on the lower left of the dashboard

– Select the Time Deposit account you wish to get the Statement of Account for

– Tap the TD Certificate icon on the lower part of the screen

– You can save the PDF Statement of Account to your device or send it to your chosen application available on your device.

Add Money In-App and Over-the-Counter is temporarily unavailable as we make way for an upgrade to serve you better. 

In the meantime, you can still transfer funds to your #UNOready savings account via QRPH scan, InstaPay, or PESONet from your other e-wallets or bank accounts.

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 via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

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, please contact our Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

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.

InstaPay: Best for smaller, urgent transfers. Funds are credited in real-time, making it great for on-the-spot payments or emergencies.

PESONet: Ideal for high-value, non-urgent transfers. It processes transactions in batches, usually crediting the recipient within the day if made before 3:45 PM of a banking day. Transactions made later or on non-banking days are processed the next banking day.

Over 90 institutions, including major banks and e-wallets support InstaPay and PESONet. A full list is available on the BSP website.

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)

The maximum amount per transaction depends on the selected transfer channel:

– InstaPay: The maximum is up to ₱50,000 per transaction.

– PESONet: The maximum is up to ₱500,000 per transaction.

The maximum amount per day is ₱500,000 across Send Money transactions using InstaPay, PESONet and QRPH.

Please also confirm with the recipient bank on receiving limits to avoid unsuccessful transactions and delays.

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 2 working days to credit back the funds.

Failed PESONet and InstaPay are usually automatically credited back to your account. If not, please ready your transaction reference number and contact our Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866. Manual return of funds will happen within 2 banking days.

You can Get Cash (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 QR 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.

It can be used in transferring funds to other accounts or making payments at merchant outlets, e-commerce websites, grocery stores and other QR-enabled payment transactions.

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, credit card and other utilities.

With our Pay Bills feature in the UNO Mobile App, you can settle your telco, electricity, water, internet, cable, other utilities, airlines, credit card, loan and insurance dues anytime! Let me share how:

1. Tap Pay Bills icon from the dashboard
2. Select the Biller Type.
3. Choose the Name of Biller from the Payee Name dropdown list.
4. Enter Account Number and Amount
6. Review and confirm details.
7. Authenticate the transaction via Biometrics or Passcode

Make it easy for you to use the Pay Bills feature without having to re-enter the account details each time you settle your dues. Here’s what to do:

– Launch the UNO Mobile App and login to your account
– Click Menu on the lower right of your app dashboard
– Go to Manage My Payees
– Click “ADD” on the lower right of the screen
– Enter all the required information

Now you can start paying your bills easily with all the biller details saved in the app!

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 through our hotlines at (02) 8811 8866 +63 919 0599866 or via in-app messaging through your UNO Mobile App’s inbox. Please ensure that you don’t have any outstanding obligation with UNO prior to closure.

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 can get in touch with UNO Digital Bank’s Customer Happiness team anytime by using the in-app messaging center feature in the UNO Digital Bank Mobile App.

1. From your dashboard, tap on the Messages icon (envelope icon)
2. Tap on Compose (+ icon).
3. Choose the Subject Category of your concern.
4. Enter a brief description of your concern in the Message Box. 

From your dashboard, tap on the Messages icon (envelope icon). The concerns raised and responses of our Customer Happiness Specialists will be available in your Message Inbox.

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.

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 out to Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

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. Contact our Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

For simple cases, turn-around-time is 7 banking days. For cases that need to be referred to Mastercard, turn-around time may take up to 45 calendar days. However, for transactions that need further investigation, more time may be needed.

Yes, you can raise several disputes for different transactions at the same time. Here are the steps:
    1. Locate and tap the transaction from your dashboard’s Recent Transactions view.
    2. Tap on the Dispute icon

You can also send us a message via your In-App messaging inbox (envelope icon) at the lower right of your UNO Mobile App Dashboard.

This is on a case-to-case basis. You will be notified via call/email should there be a need for you to submit documents.

Yes, you will be notified via in-App messaging inbox once the dispute is resolved. You will receive a final disposition letter regarding the resolution of your dispute. Also, any credit adjustment will be posted on your account for successful dispute/s.

No. Disposition of invalid disputes are considered final.

Virtual debit card is available when you link your GSave account to UNO Mobile App.

We are sorry for this inconvenience. Please contact our Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

We are sorry that you are leaving. Before closing your account, insure that you take out all your money by transferring it to your GCash account or another bank. 

To close your account, please contact Customer Happiness via the UNO In-App message or call our 24/7 hotline at +632 8811 8866 or +63 919 0599866.

You may withdraw your money through the GCash app by tapping “Withdraw Money” from your #UNOready@GCash account. Funds will be credited to your GCash Wallet.

We’re sorry that you are leaving. Before closing your account, ensure that you take out all your money by transferring it to your GCash account or to another bank. To close your account, please contact our Customer Happiness at +632 8811-8866 or +63 919 0599866 during our business hours of 6am to 10pm – Mondays to Sundays or send us a message via the UNO In-App Message.

You may find the insurance products by clicking the “Insure” button when you log in to the UNO Mobile App.

You can learn more about these products when you click the “Insure” button in the UNO Mobile App.

Your monthly premiums will be deducted to your #UNOready account every 30 days. Make sure that your account is funded to continue your protection.

1. Log in to the UNO Mobile App

2. Click on the “Insure” Tab

3. Once you are in the Singlife Microsite, click on “Manage”

4. Access the policy you want to cancel

5. Go to “Services”

6. Click on “Cancel Policy”

We’d love to keep you protected again! Simply reactivate your policy on the UNO Mobile App by simply logging in and clicking the “Insure” button. Look for the Singlife policy card and click the “Services” tab for reactivation.

Simply send an e-mail to help@singlife.com and they will respond within 24 business hours with the list of requirements to be submitted.

1. Log in to the UNO Mobile App

2. Click on the “Insure” Tab

3. Once you are in the Singlife Microsite, click on “Manage”

4. Access the policy you want to cancel

5. Go to “Services”

Credit Group Life Insurance is a group insurance offered by Sun Life Grepa Financial, Inc. (“SLGFI”), that covers the Outstanding Balance of customer’s #UNOnow Loan account in the event of death. It is also known as Credit Insurance or Credit Armor.

In the event that the insured #UNOnow Loan customer passes away, SLGFI will settle all of the customer’s outstanding balance in his/her #UNOnow Loan Account to UNO. If the Credit Group Life Insurance coverage exceeds the outstanding balance, the excess amount will be paid out to the insured customer’s beneficiary(ies).

For a borrower to be able to avail of a Credit Group Life Insurance, he/she must be:
1. Between 18-65 years old
2. A Filipino citizen
3. In good health; have no physical or medical impairment; and performing the daily normal activities of his/her life

Availment of the Credit Group Life Insurance is via the UNO Mobile App, during loan disbursement. This is via opt-in basis and customer needs to tick the box saying that he/she wants to avail of a Credit Armor.

Payment is via single premium payment. Premium payment will be deducted from the loan proceeds upon disbursement of the loan. Premium is equivalent to 4% of the loan amount.

Coverage is during the life of the loan. It will automatically end when the loan matures or gets fully paid.

A Proof of Cover will be sent to your registered email address from UNO’s insurance partner, SLGI. This will serve as the confirmation of customer’s coverage.

Customer’s legal beneficiary(ies) may file a claim under the Credit Group Life Insurance Policy. Beneficiary to directly coordinate with SLGI and provide death certificate of the borrower and proof of cover. Once validated, SLGI will provide the beneficiary the complete list of claim requirements.

Written notice of claim must be submitted to Sun Life Grepa Financial’s Office within 30 days from date of death. Proof of claim must be submitted not later than 90 days from date of death.

Failure to submit the written notice and proof of claim within the time limits shall not invalidate or reduce any claim if it shall be shown not to have been reasonably possible and was submitted as soon as was reasonably possible. For further inquiries, please contact our SLGI at telephone numbers 8-866-6863 to 64 from Mondays to Fridays, 8:00 a.m. to 5:00 p.m. Customer may also send an email to: SLGFI-Group_Underwriting@sunlifegrepa.com

Excess of the amount of insurance over the outstanding loan balance shall be payable to the first surviving class of the following order of classes of beneficiaries deemed named by the customer:

The deceased borrower’s:

1) widow or widower;
2) surviving legitimate and illegitimate children;
3) surviving parents;
4) surviving brothers and sisters of the full blood;
5) surviving brother and sister of the half blood; or
6) executors, administrators or assigns.

As of the moment, minimum-maximum coverage is at Php10,000-Php500,000.

#UNOeasy is here to make life easier for you! Get up to PHP 150,000
worth of loan to get that appliance, gadget, or furniture you want right
from the tip of your finger! Just visit any of our partner stores to try
#UNOeasy.

You can use #UNOeasy in purchasing different electronics, furniture, or
home appliances, ranging from mobile phones, laptop, television, air
conditioner, and many more!

#UNOeasy is available to applicants who meet ALL the criteria below:

1. Individuals
2. At least 21 years old; must not be older than 65 years old upon
   loan maturity
3. Filipino national/resident
4. Resides and/or works within Metro Manila, Rizal, Laguna,
   Batangas, Cavite, Bulacan, Pampanga, Cebu, Iloilo, Davao del
   sur, Bacolod, Alaminos City, Dagupan, Cabanatuan, San Jose,
   Cagayan de Oro, Lucena, Tarlac, Tacloban, Naga, Subic, Iba,
   Olongapo, Legazpi, Dumaguete, Santiago, Cauayan,
   Tagbilaran, San Fernando, Puerto Princesa, Tuguegarao, Baguio
5. Receives a minimum gross monthly income of PHP 25,000
6. If employed, must be tenured for at least 6 months
7. If self-employed, business must be in operations for at least 2
   years

We have selected partner stores for #UNOeasy. Please see our partner
stores below:

• MemoXpress
• Rulls

And more stores coming soon!

Applicants must present any of the following primary IDs which
showcase both their identity and current address:

• Driver’s License – PREFERRED
• Unified Multi-Purpose ID (UMID) – PREFERRED
• Philsys National ID (Physical card) – PREFERRED
• Postal ID – PREFERRED
• Philippine Passport
• EPhil ID (Printed ID)
• Social Security System ID (SSS)
• Professional Regulation Commission (PRC) ID

You don’t need a bank account or credit card from other banks to apply! You will automatically be provided with an #UNOready Savings account upon onboarding!

For existing customers, your #UNOeasy will be automatically linked to your #UNOready upon approval of application.

Yes! You are required to pay a minimum down payment of 20% of the product price.

UNO offers loans between PHP 10,000 to PHP 150,000 with repayment tenors ranging from 6 to 18 months.

#UNOeasy loan offers a monthly add-on rate as low as 2%

Application processing is straight-through which means that you get the result of your eligibility for loan on the spot.

Yes. Please expect to receive the following documents through your registered email address after availing loan:

• Promissory Note
• Disclosure Statement
• Amortization Schedule