The Retail NetBanking is CTBC Bank’s Online Banking facility which allows its users to enjoy access to his/her CTBC Bank account/s and perform retail banking transactions anytime, anywhere.

Users can perform their banking transactions through the Retail NetBanking web interface or mobile banking app version, such as:

• Online Transactions
  • Profile Management
  • Balance Inquiry
  • Own Account Fund Transfer
  • Intrabank Fund Transfer (to another person’s CTBC Bank Philippines’ account/s)
  • Fund Transfer via InstaPay
  • Bills Payment
  • Enroll/Save Payees and Billers
  • Scheduled Fund Transfer and Bills Payment Transactions
  • View Deposit Account Summary
  • View Time Deposit Account Summary
  • View Deposit Account Transaction History
  • Fund Transfer and Bills Payment Transaction History
  • Device Management

• Service Requests
  • Debit Card Application
  • Cash Card Application
  • Statement of Account
  • Demand Draft or Manager’s Check
  • Checkbook
  • Bank Certification
  • Relationship Manager Appointment

Registration in Retail NetBanking is free-of-charge.

The Retail NetBanking has a multi-platform capability and compatibility and performs best on the following:

Note: For PCs/desktops/laptops, it is advisable to have the following specifications:

• 32 or 64-bit processor
• With at least 2GB RAM memory
• With at least 16GB available hard disk space
• With PDF Reader

• A One-Time Password (OTP) sent to your registered mobile number and email address for login and transaction authentication. Currently, only Philippine-issued mobile numbers will be able to receive an OTP.
• Session timeout
• Receipt of SMS/email/In-app notifications for non-financial and financial transactions
• Cooling-off period for forty-eight (48) hours for mobile number and email address update request/s

As an existing user, you are no longer required to re-enroll since your Retail NetBanking account will be automatically migrated to the enhanced version. However, you need to follow these steps to access the enhanced NetBanking:

• Via web interface:
  • Go to ‘Sign on to’ → NetBanking → Retail.
  • Input your existing User ID and click Forgot Password.
  • Enter the One-Time-Password (OTP) sent to your registered mobile number and email address for authentication.
  • Create a new login password.

• Via mobile app:
  • Download CTBC Bank PH Mobile App via App Store or Google Play.
  • Input your existing User ID and create your new login password.
  • Enter the One-Time-Password (OTP) sent to your registered mobile number and email address for authentication.
  • Create a new login password.

Since we are operating on a new system application, you need to download the CTBC Bank PH Mobile App to access the upgraded version of the Retail NetBanking. This new version will allow you to do more with its responsive interface, user-friendly features, and enhanced security.

To register, simply follow these steps:

• Via web interface:
  • Step 1: Visit the Bank’s official website: www.ctbcbank.com.ph.
  • Step 2: Go to ‘Sign on to’ → NetBanking → Retail.
  • Step 3: Read the Terms and Conditions and the Privacy Policy. Click Agree to proceed to the succeeding registration procedures.
  • Step 4: Key-in your active CTBC Bank Savings or Checking Account number and date of birth. (Time Deposit, Loan Account number/s, inactive, closed, or dormant Savings or Checking Account number/s will not be accepted.)
  • Step 5: Enter the One-Time-Password (OTP) sent to your registered mobile number and email address for authentication.
  • Step 6: Create your own User ID and login password.
  • Step 7: Click Login to start using the enhanced Retail NetBanking.

Tip: Bookmark the Retail NetBanking’s URL https://retail.ctbcnetbanking.com.ph in your laptop for easier access.

• Via mobile app:
  • Step 1: Download the CTBC Bank PH Mobile App via App Store or Google Play.
  • Step 2: Click Sign Up.
  • Step 3: Read the Terms and Conditions and the Privacy Policy. Click Agree to proceed to the succeeding registration procedures.
  • Step 4: Key-in your active CTBC Bank Savings or Checking Account number and date of birth. (Time Deposit, Loan Account number/s, inactive, closed, or dormant Savings or Checking Account number/s will not be accepted.)
  • Step 5: Create your own User ID and login password.
  • Step 6: Enter the One-Time-Password (OTP) sent to your registered mobile number and email address for authentication.
  • Step 7: Click Login to start using the enhanced Retail NetBanking.

For security purposes, you can only access and make transactions in your Retail NetBanking account using one (1) mobile device. To logout or remove the old mobile device whenever necessary, go to the web interface NetBanking and follow these steps:

• Visit the Bank’s official website: www.ctbcbank.com.ph.
• Go to ‘Sign on to’ → NetBanking → Retail.
• Key-in your Username and Password.
• Enter the One-Time-Password (OTP) sent to your registered mobile number and email address for authentication.
• Select Services → Connected Device → click iOS or Android icon → click Logout this Device.
• Click the Yes button if you want to logout the registered mobile device.

Once the old mobile device is removed, you may use your new mobile device to download the mobile app and wait for forty-eight (48) hours to login.

No. You can only login and make transactions either via the web interface version or mobile app of the enhanced Retail NetBanking.

“Sorry, the account information you submitted does not match our records. Please review the details you encoded. You may also contact your branch of account or our Customer Care Unit for assistance.”

You may have inputted an incorrect CTBC Bank Savings or Checking account number and/or date of birth upon registration. Please review the details you encoded. If you still encounter the same issue, please contact your branch of account or our Customer Care Unit to verify your account information.

“Sorry, the account information you submitted can’t be found in our records. Please review the details you encoded. You may also contact your branch of account or our Customer Care Unit for assistance.”

The CTBC Bank Savings or Checking account you have inputted may have already been tagged as inactive, dormant, or closed. Please contact your branch of account or our Customer Care Unit to verify the status of your account.

No. You can only login and make transactions either via the web interface version or mobile app of the enhanced Retail NetBanking.For additional security, the biometric feature automatically expires or becomes unusable when you simultaneously login to the web interface version of Retail NetBanking while the mobile app is still open/active, or when you click the Logout button in the mobile app. As such, you will be required to login again using your User ID and password.

To change your Login password, go to My Profile, click Security Settings and enter the new Login password.

• It should consist of alphanumeric and special characters.
• It should not be the same as your User ID, repeat the alphabets and digits and in consecutive sequences (i.e. Aaa, 000), and characters are adjacent in the keyboard (i.e. fgh, 567).
• You should not use any of the last 12 login passwords.

Simply click the Forgot User ID hyperlink, type in your registered email address and enter the One-Time Password (OTP) sent to your registered mobile number and email address. Your User ID will be sent to you via SMS and email notification. For your security, please be reminded that the Bank will never ask for your Retail NetBanking credentials via email, SMS, or any other communication channels.

Simply click the Forgot Password hyperlink, type in your registered email address and enter the One-Time Password (OTP) sent to your registered mobile number and email address. Your temporary password will be sent to you via SMS and email notification. We encourage you to change your temporary password IMMEDIATELY. For your security, please be reminded that the Bank will never ask for your Retail NetBanking credentials via email, SMS, or any other communication channels.

If you have entered an incorrect password for 3 times, your Retail NetBanking account will be automatically locked out.

You may contact your branch of account or our Customer Care Unit at +63 (2) 8840-1234 (Metro Manila); 1-800-10-8401234 (Toll-Free from other provinces through PLDT); IAC + 63 + 2 + 8840-1234 (for International Call) to request for assistance.

You may contact your branch of account or our Customer Care Unit at +63 (2) 8840-1234 (Metro Manila); 1-800-10-8401234 (Toll-Free from other provinces through PLDT); IAC + 63 + 2 + 8840-1234 (for International Call); [email protected].

*Visit the Bank’s corporate website for the list of International Access Codes.

No, you can no longer update or change your User ID as this is your permanent username. In case you forget your User ID, click the Forgot User ID hyperlink, type in your registered email address and enter the One-Time Password (OTP) sent to your registered mobile number and email address. Your User ID will be sent to you via SMS and email notification. For your security, please be reminded that the Bank will never ask for your Retail NetBanking credentials via email, SMS, or any other communication channels.

No. To update your mobile number and/or email address, please call your branch of account or our Customer Care Unit.

Online Transactions are processed by the Bank’s system immediately, while Service Requests are transactions/services handled manually by the Bank’s back-end system. As such, processing may take some time.

A One-Time Password (OTP) is a code that authenticates the login or transaction sessions. This is sent to the Retail NetBanking user’s registered mobile number and email address.

The OTP notification is sent to your email address and mobile number which you registered when you opened your CTBC Bank account. If you’re not receiving the OTP via SMS, you may check your email’s inbox or spam folder to make sure you don’t miss any email sent. In case you still encounter the same issue, please contact your branch of account or our Customer Care Unit for assistance.

Yes, except on possible system downtime cases. Retail NetBanking is built to process fund transfers to your other CTBC Bank account/s, to another person’s CTBC Bank Philippines account/s, and to other BancNet-member bank accounts via InstaPay in real time.

Interbank Fund Transfer transactions via InstaPay only has a transaction fee which is reflected in the Transaction Details and email notifications. For Bills Payment, there is no transaction fee applied.

Currently, interbank fund transfer transactions via PESONet are not available in the enhanced Retail NetBanking. Please visit your branch of account to transact via over-the-counter.

To view your completed fund transfer or bills payment transactions, click History located at the lower left portion of the screen menu.

Yes. You can access your Retail NetBanking account even when you’re outside the Philippines, provided you have a stable internet connection. You may still receive OTPs via your registered email address or if your mobile number’s roaming service* is activated.

*Fees/Charges of your telco provider shall apply.

You will be able to view up to 20 of your recent transactions in the last 3 months. To get the list of all your transactions based on your preferred period, please refer to your Statement of Account sent through mail or via your registered email address.

To view your scheduled fund transfer/s, click Transfer located at the lower center portion of the screen menu, then click the View Schedule sub-menu.

To view your scheduled bills payment, click Pay Bills located at the center portion of the screen menu, then click the Schedule Payment sub-menu.

Please refer to the summary table below:

All transactions made during weekends and holidays will be posted as a transaction and will reflect in the Transaction History the next banking day. An email notification and SMS shall also be sent after the transaction has been made. On the other hand, transactions beyond the allowable limit per day will not push through.

To file a Service Request, click More, then select Service Request.

An email, SMS and/or In-APP notification will be sent to you after submitting your Service Request.

To cancel the submitted service request/s, please contact your branch of account.

No. The charge/fee displayed on your screen will only be deducted from your account once your Service Request has been completed/delivered by your branch of account.