HOW CAN WE HELP YOU?

Please try deleting & reinstalling the UnionDigital Bank app. Once reinstalled, log in using your registered username and password. If you do not have an account yet, you can register for one.

For more information on how to open an account, please refer to our FAQ How can I open a UnionDigitalBank account?.

Currently, the UnionDigital Bank app is available by invitation only.

If you have an access code and want to open a UnionDigital Bank account, please follow the steps below.

1. Download and install the UnionDigital Bank application.
2. In the UnionDigital Bank login page, select your preferred language.
3. Select 'Don't have an account? Register here'.
4. If you have received an invite code, select 'Yes, I received an Invite Code.'
5. Please enter your invite code and select 'Proceed'.
6. Please read UnionDigital Bank's Terms & Conditions and Data Privacy Statement. If you choose to abide by the agreements, tick the box 'I agree to UnionDigital Bank's Terms and Conditions and Data Privacy Statement'.
7. Please verify your mobile number.
8. You will then be prompted to create a password for your UnionDigital Bank account. When you have entered your desired password, select 'Next'.
9. If you wish to enable biometrics authentication, select 'Enable biometrics'. Otherwise, select 'Skip for now'.
10. You will now be asked to provide personal and employment details for your account. Please ensure that all details provided are accurate to the best of your ability.
11. You will now be asked to verify your ID document. Scan your ID document with the UnionDigital Bank app.
12. You will now be asked to take a face identity scan. Please verify your face identity.
13. To complete the process, select 'Submit verification'.
14. If you are verified, your Pitaka account will be created and you can access it by selecting 'Take me to My Pitaka'!

If your account has not been created in 24 hours, please contact Customer Support by raising a support ticket.

Invite codes are available for one-time use only.

If the invite code you received is not working, please contact Customer Support by raising a support ticket.

You can see the Terms and Conditions for opening a UnionDigital Bank account here.

To register for a UnionDigital Bank account, you have to satisfy the following requirements:

1. A citizen of the Philippines.
2. At least 18 years of age. 
3. Have a valid Philippine mobile number.
4. Be present in the Philippines.
5. Have permanent and present addresses in the Philippines.
6. Not a US person.
7. Not subject to the United States FATCA.

If you do not qualify in any of the above-mentioned criteria, please be patient as we are currently working hard to allow you to open a UnionDigital Bank account in the future!

To open a UnionDigital Bank account, you will need an ID document for us to confirm your identity.

To see the list of ID types we accept, please refer to our FAQ What kind of IDs can I use to open a UnionDigital Bank account?

Do note that we may occasionally require additional documentation from you. In that case, our Customer Support team will reach out to you for these requirements.

As part of the verification process, you will need to upload your ID for us to confirm your details.

UnionDigital Bank allows you to open an account with any of the following types of identification:

1. Philippine passport 
2. Philippine Driver's License 
3. Social Security System (SSS) 
4. Professional Regulatory Commission ID (PRC ID) 
5. Postal ID
6. Voter's ID
7. NBI Clearance ID
8. PhilHealth ID
9. PhilSys ID

The UnionDigital Bank app will allow you to take a picture of your ID and upload it to be a verified account holder.

For more information on how to open an account, please refer to our FAQ How can I open a UnionDigital Bank account?.

As part of the verification process, you will need to upload your ID for us to confirm your details.

To see what types of IDs are accepted by UnionDigital Bank, please refer to our FAQ What kind of IDs can I use to open a UnionDigital Bank account?.

To register for a UnionDigital Bank account, you should have an active Philippine mobile number. We need this for your One-Time Password (OTP) verification for us to authenticate your identity.

At present only Filipino nationals residing in the Philippines are eligible to open a UnionDigital Bank account. We are enhancing our services and will open account sign-ups for other nationalities in the near future!

At present only Filipino nationals with Philippine mobile numbers are eligible to open a UnionDigital Bank account. We are enhancing our services and will open account sign-ups for foreign mobile numbers in the near future!

UnionDigital Bank accounts are free to open! There is no minimum amount required to open a UnionDigital Bank account.

UnionDigital Bank accounts are free to maintain! No maintaining balance is required for UnionDigital Bank accounts.

To ensure that your account is safe, a strong password is needed.

Here are our requirements for a strong password:

Your password must:

1. Be at least 8 characters.
2. Contain at least 1 number.
3. Contain at least 1 upper case character.
4. Contain at least 1 special character.

Financial institutions need to comply with the security regulations set out by the Bangko Sentral Ng Pilipinas in order to minimize the risk of criminal activity. The “Know Your Customer” (KYC) process is required for UnionDigital Bank to verify the identity of our clients in order to prevent crimes such as identity fraud and money laundering.

As part of the verification process, you will need to upload your ID for us to confirm your details.

UnionDigital Bank will use your camera to scan your ID for upload. Please allow the UnionDigital Bank app to access your camera.

Your ID may not be accepted because of one of the following reasons:

1. You uploaded the wrong type of ID.
2. Your uploaded ID was not clear.
3. Your uploaded ID was partially covered.

To ensure that your ID is accepted, please adhere to the following guidelines when scanning your ID:

1. Make sure that you are using the correct type of ID.
2. Keep your phone in portrait mode.
3. Don't use any camera flash.
4. Don't cover any part of the ID.
5. Make sure that your whole ID is inside the camera frame.
6. Scan the back of the ID / document of the signature page.

To see what types of IDs are accepted by UnionDigital Bank, please refer to our FAQ What kind of IDs can I use to open an account?.

If you are still encountering problems with ID verification after multiple tries, please consider contacting Customer Support by raising a support ticket.

As part of the verification process, you will need to take a selfie for us to confirm your identity.

UnionDigital Bank will use your camera to take a selfie of you. Please allow the UnionDigital Bank app to access your camera. 

Your selfie may not be accepted because of one of the following reasons:

1. Your face does not match your uploaded ID.
2. Your background is not clear.
3. Your face is not within the frame.

To ensure that your selfie is accepted, please adhere to the following guidelines when scanning your selfie:

1. Get enough light. Make sure that the lighting is enough to show us your face clearly.
2. Keep your phone in portrait mode.
3. You are not wearing any accessories (e.g. glasses, hats)
4. Have a plain background.
5. Make sure that your face is inside the camera frame.

If you are still encountering problems with the face identity scan after multiple tries, please consider contacting Customer Support by raising a support ticket.

If your ID or selfie is rejected by the system, please try again. You will have a limited number of tries to verify your ID and selfie.

To ensure that your ID is accepted by the system, please follow the guidelines as outlined by our FAQ Why is my ID not being accepted?.

To ensure that your selfie is accepted by the system, please follow the guidelines as outlined by our FAQ Why is my selfie not being accepted?.

If you are encountering problems with ID or selfie verification, please consider contacting Customer Support by raising a support ticket.

If you have registered for an account, we should have received your application and should be processing it at the moment. The process may take anytime between 24 hours. We will send you an SMS and push notification when your account is ready via the UnionDigital Bank app. 

If your account has not been created in 24 hours, please contact Customer Support by raising a support ticket.

InstaPay and PesoNET are electronic fund transfer (EFT) services that enable customers of a participating Bangko Sentral ng Pilipinas-supervised financial institutions (BSFIs) which include banks, e-money issuers or mobile money operators to transfer Philippine Peso funds from their account to accounts with other Financial Institutions. 

InstaPay and PesoNet are part of the National Retail Payment Systems (NRPS) initiative of BSP that seeks to promote electronic payments. 

To know more about InstaPay, you can visit their website at https://www.instapayph.com/ or these FAQs https://www.bsp.gov.ph/PaymentAndSettlement/FAQ_Instapay.pdf 

To know more about PesoNET, you can visit their website at https://www.pesonet.info/ or these FAQs https://www.bsp.gov.ph/PaymentAndSettlement/FAQ_PESONet.pdf 

To know more about the list of participating Financial Institutions and their corresponding InstaPay and PesoNET fees, click here: https://www.bsp.gov.ph/PaymentAndSettlement/Fees.pdf

Fund transfers between UnionDigital Bank accounts and other Financial Institutions via InstaPay are instantaneous with 10-minute buffer time.

Fund transfers done via PesoNET, on the other hand, may take 2-3 business days. Some transactions may take longer to process due to:

1. Some Financial Institutions do not process transfers during weekends and holidays.
2. Some Financial Institutions take longer to process transfers.
3. System maintenance or downtime may cause delays.

UnionDigital Bank supports fund transfers to other accounts with UnionDigital Bank and other Financial Institutions (via InstaPay or PesoNET). 

To learn about the list of participating Financial Institutions on InstaPay and PesoNET, please refer to our FAQ What are the participating Financial Institutions on InstaPay and PesoNET?. 

To learn how to send funds, please refer to our FAQ How can I send money from my UnionDigital account?. 

To learn how to receive funds, please refer to our FAQ How do I receive money?.

For the list of Financial Institutions on the InstaPay network, please refer to BSP's list: https://www.bsp.gov.ph/PaymentAndSettlement/Instapay%20Participants.pdf

For a list of Financial Institutions on the PESONet network, please refer to BSP's list: https://www.bsp.gov.ph/PaymentAndSettlement/PESONet%20Participants.pdf

Customers may top up their UnionDigital Bank account from other bank accounts via InstaPay or PesoNET. 

To top up your UnionDigital Bank account from accounts with other Financial Institutions, please refer to our FAQ How do I receive money from accounts with other Financial Institutions?. 

Alternatively, you may top-up your account via other UnionDigital Bank accounts too. To top up your UnionDigital Bank account with accounts from another UnionDigital Bank account, please refer to our FAQ How do I receive money from other UnionDigital Bank accounts?.

When initiating fund transfers, customers should exercise due care to ensure the recipient's details and amount to be transferred are correct. Customers are responsible for making sure that they have inputted the correct transaction details. As most transfers are processed immediately and with finality, UnionDigital Bank may not be able to support reversal of such transactions. 

Should a customer send funds to a wrong beneficiary, please reach out to the beneficiary directly. In cases where you may not know the beneficiary customer, you may contact UnionDigital Bank by raising a Support Ticket and we will attempt to support you on a best effort basis.

UnionDigital Bank currently supports transactions within the Philippines. We are working to enhance our functionalities to bring you a wider range of payment options in the near future! 

For a list of supported transactions, please refer to our FAQ What are the available forms of payments/transfers in UnionDigital Bank?.

UnionDigital Bank supports transfers from other UnionDigital Bank accounts and accounts with other Financial Institutions via InstaPay or PesoNET. 

To receive money from other UnionDigital Digital accounts, please refer to our FAQ How do I receive money from other UnionDigital Bank accounts. 

To receive money from accounts with other Financial Institutions, please refer to our FAQ How can I receive money from other bank accounts?.

To receive funds in your UnionDigital Bank account, your counterparty will require your mobile number or UnionDigital Bank account number. 

Upon receiving the funds, UnionDigital Bank will notify you through SMS or an in-app notification on the incoming funds. You may login to your account to view this transaction and your updated balance should be updated reflecting the funds that were transferred to you.

UnionDigital Bank supports transfers from other bank accounts via InstaPay or PesoNET. To receive funds in your UnionDigital Bank account from another bank account, your counterparty will require your UnionDigital Bank Account Number and registered Account Name. 

Upon receiving the funds from the corresponding bank, you may login to your account to view this transaction and your updated balance should be updated reflecting the funds that were transferred to you.

Your UnionDigital Bank account may not instantly reflect your updated balance due to cases that might cause transactions to take longer to process. See scenarios below:

While transfers between UnionDigital Bank accounts and other bank accounts via InstaPay may be instant, PesoNET transfers might take 2-3 business days (or more) for the updated balance to be reflected in your account.

Additionally, if you are receiving funds from other Financial Institutions, there may be a few reasons why your updated account balance was not reflected instantly:

1. Some Financial Institutions may not process transfers during non-business days (e.g., weekends and bank holidays)
2. Some Financial Institutions may have a longer processing time.
3. You may have provided incorrect account details when adding funds to your UnionDigital Bank account.

If you are receiving funds from another UnionDigital Bank account, some transfers may fail due to system downtime. If you encounter this issue, please contact Customer Support by raising a support ticket.

Please also try to confirm with the sender if :

1. The sender's transfer was made to the correct beneficiary (your account details).
2. The sender has received a confirmation of successful transfer (i.e., the funds were deducted from their account).

Should the above be confirmed and your account balance is still not updated, please contact our Customer Support by raising a support ticket.

UnionDigital Bank supports transfers to other UnionDigital Bank accounts and other bank accounts via InstaPay or PesoNET.

The beneficiary details required to send funds depends on the type of fund transfer you want to initiate.

Depending on your beneficiary, you would need the following to successfully complete the transaction:

1. Other UnionDigital Bank accounts - To transfer to other UnionDigital Bank accounts, you are required to input one of the following:
   • The recipient's mobile number
   • UnionDigital Bank account number
2. Other bank accounts - To transfer to other bank accounts, you are required to input all of the following:
   • Recipient's Account Number
   • Registered Account Name
   • Purpose of Transfer

UnionDigital Bank supports transfers to other UnionDigital Bank accounts and other bank accounts (via InstaPay or PesoNET). 

To send money to another UnionDigital Bank account, please refer to our FAQ How can I send money to another UnionDigital Bank account?. 

To send money to accounts from other Financial Institutions, please refer to our FAQ How can I send money to accounts from other Financial Institutions?.

UnionDigital Bank supports instant fund transfers between UnionDigital Bank accounts.

As the sender, you should request the beneficiary's account details (UnionDigital Bank account number, or mobile number).

To send money to a UnionDigital Bank account, please follow the steps below:

1. Go to your Pitaka wallet home page.
2. Select 'Send Money'.
3. Select 'Send to another UnionDigital Bank account'.
4. Select the beneficiary. You can select the beneficiary from your recent transfer history if available.
5. If you wish to add a new recipient, select 'New recipient'.
6. You can choose to send money via 'Mobile' or 'Account' number.
7. Enter the recipient's registered mobile number or UnionDigital Bank account number. You can also import mobile numbers from your phone's contacts by pressing 'Select from device contact'.
8. Enter the amount you intend to send and add an optional note to the recipient. Select 'Proceed' when you are ready.
9. Review the details of your transfer.
10. If you wish to cancel your transfer, select 'Cancel' on the top right corner of your screen.
11. If you wish to edit the details of your transfer, you can return to the previous screen by selecting the back button on the top left corner of your screen.
12. Upon selecting 'Confirm Transaction' you will be required to enter your SMS OTP for transfers.
13. Enter your SMS OTP and select 'Continue'. Upon successful validation, your transaction will be processed.
14. Once the transfer has been successfully completed, you will see a screen showing the successful transfer on your app. An SMS notification and email of the transaction will also be sent to you.

Should you require further assistance please contact our Customer Support by raising a support ticket.

UnionDigital Bank supports fund transfers to other bank accounts via InstaPay or PesoNET*.

As the sender, you should request the beneficiary's account details (bank name, account name, and account number).

To send money to other bank accounts:

1. Go to your Pitaka Wallet home page.
2. Select 'Send Money', and click on "Send to other banks or e-wallets".
3. Select the beneficiary's bank name.
4. Enter the amount that you wish to send.
5. Select whether you would like to make the transfer via InstaPay or PesoNet*. Select 'Proceed'.
6. Enter the recipient's details (Account number, account name, purpose of transfer, and an optional note to the recipient). Select 'Next' when you are ready.
7. Review the details of your transfer.
8. If you wish to cancel your transfer, select 'Cancel' on the top right corner of the screen.
9. If you wish to edit the details of your transfer, you can return to the previous screen by selecting the back button on the top left of the screen.
10. Upon selecting 'Confirm Transaction', you will be required to enter your SMS OTP for transfers.
11. Enter your SMS OTP and select 'Continue'. Upon successful validation, your transaction will be processed.
12. Once the transfer has been successfully completed, you will see a screen showing the 'successful transfer' on your app. An SMS notification and email of the transaction will also be sent to you.

Should you require further assistance please contact our Customer Support by raising a support ticket.

Please be informed that PesoNET transactions have the following cut-off times:

• Transactions before 9:30 AM on a banking day are processed and credited by 12:00 PM within the same business day.
• Transactions before 3:30 PM on a banking day are processed and credited by 11:00 PM within the same business day.
• Transactions performed after 3:30 PM or on non-banking days (weekends/holidays) are processed and credited within the next banking day.

Yes, transfers between UnionDigital Bank accounts are free. 

UnionDigital Bank only supports transfers of up to ₱500,000 per day. We do not limit the number of transactions you may wish to make per day. However your total transaction amount must be within the daily limit of ₱500,000.

UnionDigital Bank supports funds transfer to other Financial Institutions via InstaPay or PesoNET. 

Transfers made through InstaPay costs ₱10 for retail accounts, while transfers made through PesoNET are free.

Currently, UnionDigital Bank only supports transfers of up to ₱500,000 per day. We do not limit the number of your daily transactions, however your total transaction amount must be within the daily limit of ₱500,000. 

UnionDigital Bank imposes a minimum transaction amount of ₱1 for all transactions.

InstaPay also imposes a limit of ₱50,000 for real-time transactions. This means that you can only send up to ₱50,000 per transaction.

A payment transaction could fail for any of the following reasons:

1. The recipient's account details are incorrect.
2. The bank systems are experiencing downtime. 
3. Please make sure that you have a sufficient balance in your account.

Please confirm with the recipient if the account details were correct.

Should the above be confirmed, you should see a screen showing a successful fund transfer in the app, and receive a notification via SMS and email. If you have confirmed the above, and you have yet to receive a notification of a successful fund transfer, please consider contacting Customer Support by raising a support ticket.

If you have not received an SMS or email notification on your mobile number or email regarding your transaction for a significant amount of time, please follow the steps below:

1. Ensure that you are checking the correct mobile phone number and email. You can check the provided account details by selecting “View Profile” in settings.
2. Please check your balance and confirm with your beneficiary to determine if the transaction was successful. 

If your transaction was successful but you have not received an SMS or email notification, there is likely an error with the app. In this case, your transaction have been processed, and it will be displayed in your account history.

To report issues with the app, please contact Customer Support by raising a support ticket.

UnionDigital Bank supports payments via InstaPay and PesoNET to 94 participating Financial Institution. 

To view the list of participating Financial Institution, please refer to our FAQ Is there a list of participating Financial Institution on the InstaPay and PesoNET networks?. 

For more information on InstaPay and PesoNET, please refer to our FAQ What are InstaPay and PesoNET?. 

If you are unable to find the Financial Institution you want to transfer money to, it is because they are currently not in the InstaPay or PesoNET network.

UnionDigital Bank supports fund transfers via InstaPay and PesoNET across 94 Financial Institutions. The Financial Institution you would like to transfer to may not be available as the systems may be experiencing downtime. Please try again later. 

Should this issue continue to persist, please consider contacting Customer Support by raising a support ticket.

There may be some cases where a transfer might take slightly longer than usual to reach your recipient:

1. Some Financial Institutions do not process transfers during weekends and bank holidays.
2. Some Financial Institutions may take a longer time to process transfers.
3. You may have entered incorrect beneficiary details.

If you made your transaction with PesoNET, please be informed that PesoNET transactions have the following cut-off times:

• Transactions before 9:30 AM on a banking day are processed and credited by 12:00 PM within the same business day.
• Transactions before 3:30 PM on a banking day are processed and credited by 11:00 PM within the same business day.
• Transactions performed after 3:30 PM or on non-banking days (weekends/holidays) are processed and credited within the next banking day.

Please confirm that:

1. Your transfer matches their account details.
2. The funds haven't been returned to you.

If you have confirmed the above, and your beneficiary has yet to receive the payment, please consider contacting Customer Support by raising a support ticket.

UnionDigital Bank will provide all registered customers with a Pitaka account. To learn more about Pitaka accounts, please refer to our FAQ What is a Pitaka Account?.

Pitaka is the Filipino word for ‘wallet’. A Pitaka account is what we call your UnionDigital Bank savings account. It can be used to send and receive money from other bank accounts and e-wallets while letting your money earn 2.5% interest per year that is accrued to your account daily (with no minimum or maintaining balance!).

Your Pitaka account earns 2.5% interest per annum accrued daily that will be credited on the 1st day of the following month.

You can start saving for as little at ₱1 with no cap and grow your money daily with earning interest.

Your interest is credited on the first day of the following month.

No. You can withdraw from your account anytime without any limits.

You can go to your account's Transaction History. You should see the deposit log once the interest has been credited in your account.

UnionDigital Bank currently only allows Filipino nationals who are residing in the Philippines to open an account. To understand who are qualified to open an account, please refer to our FAQ Who can register as a UnionDigital Bank user?.

UnionDigital Bank currently does not support changing or updating usernames.

You can change your email address in the UnionDigital app. To change your email address, please follow the steps below:

1. Go to your Pitaka wallet dashboard.
2. Select your profile icon to access the 'Settings' page.
3. Select 'View Profile'.
4. Next to your email address field, select the pen icon to edit.
5. Enter your new email address and select 'Save changes' to update your email address.
6. Your new email address will now be saved. However, you will still need to verify your email address.
7. Select ‘Proceed to verify my email’. If you wish to verify your email address later, select ‘Verify later’.
8. An OTP will then be sent to your new email address.
9. Key in your OTP and select ‘Ok’.
10. Your new email address will now have successfully been verified.

To change your account details, please contact Customer Support by raising a support ticket. Select ‘Change request’ for the support category and ‘Change customer details’ for the subtopics. In your support ticket, please attach a selfie of yourself to confirm your identity.

Our customer support representatives will review your request and get back to you as soon as possible.

To change your mobile number, please contact Customer Support by raising a support ticket. Select ‘Change request’ for the support category and ‘Change customer details’ for the subtopics. In your support ticket, please attach a selfie while holding the registered ID used to open the account to confirm your identity and provide with your registered account number and new mobile number.

Our customer support representatives will review your request and get back to you as soon as possible.

To change your account details, please contact Customer Support by raising a support ticket. Select ‘Change request’ for the support category and ‘Change customer details’ for the subtopics. In your support ticket, please attach a selfie of yourself holding the new ID to confirm your identity.

You can change your password in the UnionDigital app. To change your password, please follow the steps below:

1. Go to your Pitaka wallet dashboard.
2. Select your profile icon to access the 'Settings' page.
3. Select 'Login and Security'.
4. Select 'Change Password' and enter your current password. You will then be prompted to enter and validate a new password.
5. Enter your new password and select 'Save' to update your password.

UnionDigital Bank will consider an account dormant if there has been no activity on the account (deposit, withdrawal or updates to account information) for two years.

Two months before the account is considered dormant, UnionDigital Bank will send you a 'Notice of Dormancy' notification.

Upon the fifth year of account dormancy, your account will be charged ₱30 per month. You will need to pay these outstanding charges before being able to use your account functions.

Two months before charges are applied, UnionDigital Bank will send you a notification to remind you that your account is dormant and that charges will be applied soon.

You can reactivate your account at any time by conducting deposits, withdrawals or fund transfers. You can also reactivate your account by updating your account information.

To find the transaction history on your UnionDigital Bank account, simply go to your Pitaka dashboard. You will be able to see your 3 most recent transactions under the 'Recent Transactions' section.

To view your full transaction history, select 'View all'. You will be able to view 10 transactions at a time.

To view the full details of any particular transaction, select that transaction item in your transaction history.

UnionDigital Bank will provide you monthly account statements through your registered email. Your account statement for the current month will be sent to you at the beginning of the next month.

To request your account statement at a specific point in time, please contact Customer Support by raising a support ticket.

UnionDigital Bank does not support withdrawal of funds from your Pitaka account at the moment. UnionDigital Bank only supports fund transfers from your account to other UnionDigital Bank accounts, other UnionBank accounts or other bank accounts (via InstaPay or PesoNet). 

If you wish to withdraw your funds, you may consider making a fund transfer from your Pitaka account to other accounts. 

To make fund transfers from your UnionDigital Bank accounts to other UnionDigital Bank accounts, please refer to our FAQ How can I send money to another UnionDigital Bank account?. 

To make fund transfers from UnionDigital Bank accounts to accounts from other banks, please refer to our FAQ How can I send money to accounts from other banks?.

You will still be able to conduct transactions while you are overseas. However, transactions are currently only allowed in Pesos and between accounts with Filipino banks. We are working to enhance our functionalities to allow you to conduct transactions with overseas banks!

If you require Customer Support assistance, you can submit a ticket via the Help Center. To submit a ticket, please follow the steps below:

1. Go to your Pitaka wallet dashboard.
2. Select your icon to access the 'Settings' page.
3. In the 'Settings' page, select 'Help Center'.
4. In the 'Help Center', select 'Submit a ticket'.
5. Fill in your personal details in the required fields (full name, email).
6. Select the problem's main concern and sub concern.
7. Enter the details of your problem. Please note that there is a character limit of 500 characters.
8. Upload any attachments you have about the problem.
9. Select 'Submit' to submit your ticket.
10. Upon submitting your ticket, you will receive a ticket ID. 

If there is an issue with submitting your ticket, please contact Customer Support with alternative means. You can contact Customer Support by raising a support ticket.

We are sorry to see you go!

To close your UnionDigital Bank account, please contact Customer Support by raising a support ticket via the Help Center.

You can raise a support ticket in the app or by clicking ‘Submit Ticket’ at the end of this FAQ.

In the support category section, please select Account Management.

In the support subcategory section, please select Account Closure.

Fill in the ticket with your request and email, and submit your ticket.

Securing an account is a shared responsibility between you and UnionDigital Bank.

To keep your account safe, we have security protocols for conducting transactions such as:

• Each transaction can only be triggered by successfully inputting the in-app OTP by the user
• Transactions limits are implemented as additional controls.
• We want to help you secure your own account and protect you from fraud. Below are the recommended ways to protect your account:
• Do not share your account information with anyone else. This means, do not share your login details or password with anyone else. UnionDigital Bank representatives will never ask you for these details.
• Use a strong password. We recommend that you use an alphanumeric combination and add special characters.
• Always check the website that you are visiting - make sure you are not being phished!
• Avoid installing untrusted software In your mobile phone. Only download apps from trusted sources such as the Apple App Store or Google Play Store.
• Avoid rooting or jailbreaking your phone. This voids your warranty and also removes your phone’s built in security and leaves your device open to malware. Avoid using public Wi-Fi to conduct mobile transactions.

UnionDigital implements strong controls to ensure that your financial transactions are safe and secure.

Here are some examples of UnionDigital security protocols for conducting transactions:

• Each transaction can only be triggered by successfully inputting the in-app OTP received by the user.
• Transaction limits are implemented as additional controls.

If you have any questions on our transaction safety and security protocols, please contact our Customer Support by raising a support ticket.

If you believe that an unauthorized transaction has been made on your account, please immediately take the following steps:

1. Contact us by raising a support ticket.
2. We recommend you to change all your account passwords and access codes.
3. Should we proceed to lock your account, you will still be able to log into your account, but will be unable to use some account functions.
4. We will launch an investigation and get back to you as soon as possible.

Malicious actors may try to misrepresent themselves as UnionDigital Bank representatives or use phishing sites to steal your information. Phishing sites are websites that try to misrepresent official websites by being similar in name and appearance.

UnionDigital Bank will never contact you with email addresses that do not belong to our official email domain: @uniondigitalbank.io .

We will never send you any links in our emails / SMS with you. Please do not click on any links that you may receive.

To report a suspicious email or a phishing site, please contact us by raising a support ticket.

If you believe your account has been compromised, please immediately take the following steps:

1. Contact us by raising a support ticket.
2. We recommend you to change all your account passwords and access codes.
3. Should we proceed to lock your account, you will still be able to log into your account, but will be unable to use some account functions.
4. We will launch an investigation and get back to you as soon as possible.

If your mobile device was stolen, please immediately take the following steps:

1. Contact us by raising a support ticket.
2. With your new device, log into your UnionDigital Bank account.
3. Change your passwords and access codes.
4. If you are unable to log into your UnionDigital Bank account, please contact us by raising a support ticket.

To remove your old or stolen device from the Trusted Devices list, please take the following steps:

1. Ensure your new device is connected to a network.
2. Log into the UnionDigital Bank application.
3. Go to your Pitaka wallet dashboard.
4. Select your profile icon to access the 'Settings' page and select 'Login and Security'.
5. In ‘Login and Security’, select ‘Trusted Devices’.
6. Select your old / stolen phone and select ‘Remove’.
7. Select ‘Proceed’ and perform biometrics authentication.

A One-Time Password (OTP) is an automatically generated 6-digit combination of numbers that serves as an authentication method. It can be sent in the app or via SMS. OTPs are used to verify your mobile number when registering for a UnionDigital Bank account, or to authenticate a transaction for an added layer of security.

If you have forgotten your password, you can use your registered mobile number to recover it. To recover your password, please follow the steps below:

1. On the UnionDigital login page, select 'Having trouble logging in?'. Then select 'Reset my password'.
2. Enter your registered UnionDigital mobile number and click Submit.
3. You will receive an in app 6 digit One-Time Password (OTP). If you did not receive an OTP, please select 'Send another' to retry.
4. Enter the OTP to verify your mobile number. You will then be prompted to enter a new password.
5. Enter your new password and select 'Submit' to update it.
6. You may proceed to logging in with your registered mobile number and new password. If you are still unable to recover your password, please consider contacting Customer Support by raising a support ticket.

Users can enable or disable their biometrics authentication in the UnionDigital app.

To enable your biometrics authentication, please follow the steps below:

1. Go to your Pitaka wallet dashboard.
2. Select your profile icon to access the 'Settings' page and select 'Login and Security'.
3. Toggle 'Biometrics Authentication' to enable it and select 'Enable' when prompted.
4. Set up your biometrics authentication.
5. Your UnionDigital app will now have biometrics authentication enabled.

To disable your biometrics authentication, please follow the steps below:

1. Go to your Pitaka wallet dashboard.
2. Select your profile icon to access the 'Settings' page.
3. In the 'Settings' page, select 'Login and Security'.
4. Toggle 'Biometrics Authentication' to disable it and select 'Proceed' when asked to confirm.
5. Authenticate your device with your current biometrics authentication.
6. Your UnionDigital app will now have biometrics authentication disabled.

If you are unable to change your biometrics authentication preferences, please consider contacting Customer Support by raising a support ticket.

UnionDigital Bank is a digital bank, wholly owned by Union Bank of the Philippines. We aim to make banking more safe and accessible to Filipinos, empowering the country's digital economy. 

We will enable Filipino communities, businesses, problem solvers, and regulators to leverage on Fintech, Blockchain, and Open Finance technologies, to move towards one goal of achieving inclusive prosperity.

Currently, UnionDigital Bank only charges fees for funds transfer via PesoNET from your Pitaka wallet to other financial institutions.

Fees for transfers:

• UD to UD transfers - FREE
• UD to UBP transfers - FREE
• Transfers via InstaPay - ₱10.00
• Transfers via PesoNET - FREE

UnionDigital Bank is a member of the Philippine Deposit Insurance Corporation (PDIC) as part of the requirements to be a licensed digital bank in the Philippines.

PDIC provides deposit insurance coverage for customers of member banks to protect depositors. It also guarantees a maximum deposit insurance coverage of ₱500,000 per customer per bank that covers all types of bank deposits for both local or foreign currencies.

We are open from 9am-6pm from Monday to Friday! As UnionDigital Bank is a digital bank, customers can access their account and send or receive payments 24/7.

UnionDigital Bank is on a mission to bridge innovation and regulation to make digital banking and virtual assets safe and accessible to Filipinos. We aim to increase the country's adult banked population to 70% and increase digital payments to 50% of all payments made in the Philippines.

UnionDigital Bank is a digital bank, and as such are not required to have any physical bank branches. We designed UnionDigital Bank this way for a few reasons:

• Account opening is quick! You can sign up for an account without going to a bank branch.
• You have access to your account 24/7 at your fingertips! You can make payments and transfer funds on your mobile phone.

The UnionDigital Bank app is a mobile app that allows users to store money and make and receive payments.

In the future, we are going enhance the UnionDigital Bank app's functionality by introducing many more features.

Opening a bank account with UnionDigital Bank offers many benefits.

• Account opening is quick! You don’t have to go to a physical branch to set up and maintain your bank accounts.
• You have access to your funds 24/7. You can make payment and transfers at the comfort of your own home and even when you’re on the go

The UnionDigital Bank app is available on both the Apple App Store or Google Play Store.

For iPhone users, the minimum supported OS is iOS 13.
For Android users, the minimum supported OS is Android OS 6.0 (Marshmallow)

Unfortunately, if your current OS is older than the specified versions, you will be unable to use the UnionDigital Bank application.

Once you have submitted your request, you will receive an email notification acknowledging that we have received your request. We will strive to respond to your request within 5 working days. In the meantime, we will try our best to process and resolve your request!