Pasimula Account – a basic deposit account with a maximum aggregated balance of ₱50,000. It is non–interest-bearing and intended for individuals without a valid government-issued ID. Account opening requires only a Barangay Certificate. Panatag Account – a regular savings account with no balance limit that earns interest. Opening this account requires a valid government-issued ID.

There is no minimum initial deposit required—you can open an account even with a zero balance.

Pasimula Account - no interest Panatag Account 0.1% p.a -  ADB (Average Daily Balance) below Php 10,000  5% p.a -   ADB (Average Daily Balance) Php 10,000 and above

Panatag Account - Daily Interest Crediting Daily Crediting  Interest Computation Guide for New Accounts For new accounts or existing accounts with a zero balance, ADB starts once your first deposit has been in the account for at least 24 hours. During the first two days after account creation or initial deposit, interest is computed based on the Average Daily Balance (ADB)—provided that funds were deposited immediately after opening the account. After the first two days, interest will be computed based on the End-of-Day (EOD) Balance. Example: If you deposit today, your first interest will be credited starting tomorrow from 12:00 AM onwards. Important Note: The timing of your first interest credit depends on when you fund your account. If the account was created today but you only deposit funds after 2 or 3 days, interest computation will begin after the initial deposit, and will then be based on the EOD balance. Requirements to Earn Daily Interest: The End-of-Day Balance must be at least ₱3,650  (based on a 0.1% annual interest rate) Interest is credited daily and compounds over time Interest Computation Formulas: For the first 2 days (ADB-based): Average Daily Balance × Interest Rate × (1/365) – 20% Withholding Tax = Interest Earned After the first 2 days (EOD-based): End-of-Day Balance × Interest Rate × (1/365) – 20% Withholding Tax = Interest Earned The End-of-Day Balance is recorded at exactly 12:00 AM each day.

There is no minimum daily balance or ADB requirement. However, users must fund their account with at least ₱3,650 for 0.1% for the interest to be visible on the app. This is because the system displays amounts only up to two decimal places (XX.XX). For example, if a user deposits ₱10.00, the account technically accrues interest, but it will not appear on the app since the amount is too small to register within the two-decimal format.

Any interest earned from a peso bank deposit is subject to a 20% final withholding tax, as required by the Bureau of Internal Revenue (BIR).

An account is considered dormant if it has no activity (such as deposits or withdrawals) for 24 months (730 days) in the case of a Panatag Account, or 12 months (365 days) for a Pasimula Account. The Bank will notify users with dormant accounts to reactivate them and will also remind users nearing dormancy to perform transactions to avoid their account becoming dormant. Notifications will be sent via email.

A ₱50.00 dormancy fee will be charged to re-activate your account. Clients are required to submit a reactivation request through the app. Steps to Re-Activate: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap Tap ‘Settings or Help’ Tap ‘FAQ’ Locate ‘Re-Activating Dormant Account’ Tap ‘Re-Activate My Account’ Enter the requested details, ticket number and upload the required documents Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed on the same day. Requests received after 5:00 PM PST on banking days will be processed the next banking day. Requests received after 5:00 PM PST on Fridays will be processed the following Monday (next banking day). Requests received during holidays will be processed the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday.

Users can initiate the account closure process by submitting a closure request via the Mobile app. Steps to Request Account Closure: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap Tap ‘Settings or Help’ Tap ‘FAQ’ Locate ‘Account Closure’ Tap ‘Account Closure Request’ Enter the requested details, ticket number and upload the required documents Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed for review and approval on the same day. Requests received after 5:00 PM PST on banking days will be processed for review and approval on the next banking day. Requests received after 5:00 PM PST on Fridays will be processed for review and approval the following Monday (next banking day). Requests received during holidays will be processed for review and approval the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday 24-Hour Cooling-Off Period Implementation — For your safety, all approved change requests go through a 24-hour waiting period before being applied. This extra layer of protection gives VBank time to verify that the request truly came from you — not someone trying to access your account without permission. It’s a security measure designed to prevent identity theft, account takeovers, or fraudulent updates, ensuring that any change made to your personal information is 100% verified and legitimate.

Users can update their profile information, including address, last name, IDs, mobile number, email address, and other details. A 24-hour cooling-off period applies. Steps for Change Request: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap ‘Settings or Help’ Tap ‘FAQ’ Locate ‘Update Customer Information’ Tap ‘Change Request’ Enter the requested details, ticket number and upload the required documents Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed for review and approval on the same day. Requests received after 5:00 PM PST on banking days will be processed for review and approval on the next banking day. Requests received after 5:00 PM PST on Fridays will be processed for review and approval the following Monday (next banking day). Requests received during holidays will be processed for review and approval the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday 24-Hour Cooling-Off Period Implementation — For your safety, all approved change requests go through a 24-hour waiting period before being applied. This extra layer of protection gives VBank time to verify that the request truly came from you — not someone trying to access your account without permission. It’s a security measure designed to prevent identity theft, account takeovers, or fraudulent updates, ensuring that any change made to your personal information is 100% verified and legitimate.

When a customer enters an incorrect password multiple times, the VBank Mobile App automatically locks access as part of the bank’s security protocol to prevent unauthorized login attempts and safeguard customer accounts. To request the unlocking of your app access, please follow the process below: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap ‘Settings or Help’” Tap ‘FAQ’ Locate ‘Multiple Failed Login Attempts’ Tap ‘Unlock the App due to Multiple Failed Login Attempts’ Enter the requested details and upload the required documents including the ticket number. Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed for review and approval on the same day. Requests received after 5:00 PM PST on banking days will be processed for review and approval the next banking day. Requests received after 5:00 PM PST on Fridays will be processed for review and approval the following Monday (next banking day). Requests received during holidays will be processed for review and approval the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday 24-Hour Cooling-Off Period Implementation — For your safety, all approved change requests go through a 24-hour waiting period before being applied. This extra layer of protection gives VBank time to verify that the request truly came from you — not someone trying to access your account without permission. It’s a security measure designed to prevent identity theft, account takeovers, or fraudulent updates, ensuring that any change made to your personal information is 100% verified and legitimate.

To request a Statement of Account or Bank Certificate, please follow the steps below. Steps to request SOA or Bank Statement: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap ‘Settings or Help’ Tap ‘FAQ’ Locate ‘Statement of Account and Bank Certificate Request’ Tap ‘Request SOA or Bank Certificate’ Enter the requested details and the ticket number Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed on the same day. Requests received after 5:00 PM PST on banking days will be processed the next banking day. Requests received after 5:00 PM PST on Fridays will be processed the following Monday (next banking day). Requests received during holidays will be processed the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday

Please follow the steps below to Reset Account Activation for you to be able to Log In. Steps to Reset the app: Tap Reset Are you sure you want to reset app activation? Tap “Yes” Tap “I have an account” Input the required details First Name Last Name Birthdate Account Number Enter the OTP via SMS Take a selfie for the liveliness check Set the Biometrics & PIN Finally, click “Start Now’ and you are done.

How to Change Your PIN or Manage Biometrics in VBank Mobile Open the VBank Mobile App. Tap “Settings” To change or update your PIN: Select “Change PIN” and follow the prompts. To enable or disable biometrics: Use the toggle switch in Settings and slide left or right to turn biometrics on or off.

Your money is safe because VBank Mobile requires your PIN and biometrics to access your account and initiate transactions. In case of a lost phone, you can report it to us and we will temporarily hold your account for your security. You may also update your registered mobile number to your new SIM so that you can continue using VBank Mobile on your new device. Steps to Request a Temporary Account Hold: Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the App Tap ‘Settings or Help’ Tap ‘FAQ’ Locate ‘Lost Phone and Fund Safety’ Tap ‘Request a Temporary Account Hold’ Enter the requested details, upload the required documents and the ticket number Tap ‘Submit’ Once submitted, you will receive an acknowledgement email confirming that your request has been received. Once processed, one of our Customer Support Team will notify the user via email Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed on the same day. Requests received after 5:00 PM PST on banking days will be processed the next banking day. Requests received after 5:00 PM PST on Fridays will be processed the following Monday (next banking day). Requests received during holidays will be processed the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday

Customer Submission via VBank Mobile App App Navigation Getting Ticket Number: (This ticket number will be provided by the Customer Experience Officer.) Before making this request, the customer must first contact the Customer Experience Team to obtain a ticket number for the request. Open the VBank Mobile App. Tap ‘Settings or Help’ → FAQ → Upgrade My Account. Select “Upgrade Account to Panatag Savings Account.” Complete the online form and tap Submit. Form Fields Captured Ticket Number Complete Name Birth Date Registered Mobile Number Registered Email Address Savings Account Number Mother’s Maiden Name 3 Signature Specimen (photo) Selfie holding paper with text: “Upgrade my VBank Account + Date” One (1) valid government-issued ID (Front & Back) Processing Timeframes: Requests received before 5:00 PM PST on banking days will be processed on the same day Requests received after 5:00 PM PST on banking days will be processed the next banking day. Requests received after 5:00 PM PST on Fridays will be processed the following Monday (next banking day). Requests received during holidays will be processed the next banking day. Operating hours: 8:00 AM to 5:00 PM, Monday to Friday