Frequently Asked Questions
For any concern or if you’re just curious, feel free to ask away! If your question is not here, you may contact us by sending us an In-App Message in the UNO app.
- UNO Digital Bank and UNO Mobile App
- Registration
- Login and Logout
- Accounts
- Add Money (Deposit, Cash in)
- Send Money, Move Money, Cash Out, Withdrawal
- Scan QR
- Pay Bills
- Account Closure
- Raise a Concern
- Virtual Debit Card
- Appification
- #UNOready@GCash
- Insure
- #UNOeasy
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).
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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.
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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:
– PhilSys ID
– ePhilID*
– Driver’s License
– Passport (new and old version)
– UMID
– PhilHealth ID
– PRC ID
– SSS
*Note: For a straight through flow and real-time onboarding, we encourage you to use any of the IDs listed here other than your ePhilID. However, if you have no other valid ID aside from ePhilID, you can personally visit the UNObank office and our Customer Happiness Specialists will assist you with manual onboarding. Requirements are the following:
- Ensure your mobile device and number to be registered with UNObank is with you or at hand at the time of visit.
- Bring a clear printed copy of your ePhilID or your ePhilID (electronic).
UNObank office is open from Mondays to Fridays, 9am to 6pm.
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 6am to 10pm – Mondays to Sundays 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.Â
– 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.Â
– 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 – 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.
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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.
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You can find your #UNOready account number as soon as you log in to the UNO Mobile App.
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ÂYou 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.
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Funds Transfer | Channel | Fee |
UNO Digital Bank | Intrabank | FREE |
Other Banks | InstaPay | PHP 8.00* |
PESONet | FREE |
*Effective July 17, 2024. Subject to BSP approval.
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 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.
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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.
  1. Log in to the UNO App
  2. Tap “Add Money”
a. Choose between Online or Over-the-Counter.
b. Online → Direct online transfer from your BPI account within your UNO Mobile App
c. Over-the-counter → Over-the-counter transactions through our partner payment channels. You can check the complete list in the UNO Mobile App.
Alternatively, you can add money to your #UNOready account through PESONet or Instapay transfers 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 6 AM to 10 PM, Monday to Sunday, or send us a message via the UNO In-App Message.
Add Money (Online option) does not require OTP from UNO, however, once logged in to the partner bank, the other bank may require extra authentication.
Add Money (OTC option) no longer requires for an OTP. The requirement now with the new app version is via PASSCODE and/or BIOMETRICS
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 +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.
- Go to Send Money
- Tap OTHER UNO ACCT
- Tap on Add Recipient
- Tap ACCOUNT NO or MOBILE NO, then enter the recipient’s Account Number or Mobile Number
- Enter the amount to be sent
- Tap Continue, review the Transfer Details, then tap continue again to proceed with the transfer.
- Go to Send Money
- Tap OTHER BANKS if sending money to a non-UNO account
- Tap on Add Recipient
- You can choose to transfer to your Beneficiary List or manually key in the account details:
a. Tap ACCOUNT NO, then select the recipient’s bank name
b. Enter the recipient’s Account Number and Account Name
c. Enter the amount to be sent
d. Choose mode of Transfer
i. For instant transfers up to PHP 50,000 (fifty thousand), choose InstaPay.
ii. For batch transfers up to PHP 500,000 (five hundred thousand), choose PesoNet (coming soon). Transfers will take up to one banking day.
e. Tap Continue, review the Transfer Details, then tap Continue again to proceed with the transfer.
1. Go to the MENU button found on the lower right of the screen, then tap Manage My Beneficiaries
2. Choose the type of account: UNO Account or Other Banks
3. Tap the ADD (+) button located at the bottom right of the screen
4. Input the required details, then tap Next.
5. Enter your biometrics or passcode to confirm.
- 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)Â | Â | Â |
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 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.
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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.
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.Â
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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.
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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.Â
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!
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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!
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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.
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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
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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 during our business hours of 6am to 10pm – Mondays to Sundays, or send us a message via the UNO In-App Message.
Yes, refunds are possible!
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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 during our business hours of 6am to 10pm – Mondays to Sundays, or send us a message via the UNO In-App Message.
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. You may 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 withdraw your money through the GCash app by tapping “Withdraw Money” from your #UNOready@GCash account. Funds will be credited to your GCash Wallet.
1. Through GCash App
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.
Product | Cash for Income Loss (Accidents Only) | Cash for Medical Costs | 3-in-1 Protection Plan | Cash for Goals |
Description | Replace of income lost caused by disablement or death due to accidents. | Â Cash to cover medical costs due to hospitalization, critical conditions, and surgery. | Â Cash to cover medical costs due to Dengue, COVID-19, and Accidents. | Life insurance and investment product rolled into one. |
Starting Price/month | Â Php120 | Â Php224 | Â Php79 | Â Php2,000 |
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”
#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:
- Individuals
- At least 21 years old; must not be older than 65 years old upon
loan maturity - Filipino national/resident
- 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 - Receives a minimum gross monthly income of PHP 25,000
- If employed, must be tenured for at least 6 months
- 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
You can purchase as many consumer durable items as you can, so long as you have sufficient credit balance in your approved credit line!
Note, however, that you are not allowed to do bundling of items (more than 1 item in a single-receipt purchase).
Yes! After your first purchase, you must settle the first three months of your installment.
Once settled, you will be able to use your remaining balance for another purchase
As long as you already have an approved credit line, you can come back for and purchase your desired item any time.
You will no longer have to repeat the whole onboarding process—instead, you will be redirected to the purchase flow.
Your installment due date is determined by the date of your product purchase.
Your first payment will be due a month after said purchase, and it will continue like this every month.
Your monthly installments will be paid via automatic debit arrangement (ADA) from your #UNOready Savings Account. All you need to do is ensure sufficient funding of the #UNOready on or before your due date for UNO to effect the payment.
If the auto debit arrangement (ADA) is successful, your payment will be reflected the next day
You can fund your #UNOready via Add Money option in the UNO mobile application.
Your ADA will be automatically activated, and your existing balance will be used to pay off your current monthly installment
Yes, you will be allowed to request for either a partial early repayment or “Prepay” or a full early repayment or “Payoff”.
You may access these options via your UNO Mobile Application’s Loan dashboard.
As of the moment, there are no rebates or rewards scheme for early payment.
But rest assured that this will have a good impact on your profile, making you eligible for a possible increase in your available credit limit.
Your first month includes both of your due amount and processing fee. Ensure your #UNOready account has enough balance to cover the total due.
Below are the fees applicable to #UNOeasy:
- Processing Fee – 3% of the loan amount or PHP 500, whichever is higher, to be settled to the merchant upfront
- Late Payment Fee – 5% of each unpaid monthly installments or PHP 500, whichever is higher
- Loan Pre-termination Processing Fee – 3% of the loan amount or PHP 300, whichever is higher
Standing Instruction Bounce Fee – flat rate of PHP 200 each time you are unable to fund your #UNOReady account with the sufficient repayment amount on the due date
Unfortunately, no. The program will follow the refund and/or return policy of the partner store, hence dispute must be coordinated directly with the store from where you purchased the product, not later than your first installment due.
Additionally, your loan will still follow the term and repayment based on your signed loan agreement.
Absolutely! Customers who already have an #UNOeasy loan are welcome to apply for another one.
However, Customers who have an existing #UNOnow loan (personal loan) will not be granted an #UNOeasy loan for now.
Yes! You will be allowed to re-apply for a loan again 90 days subsequent to your previous application.
We encourage using your #UNOready savings account for a higher chance of approval.