frequently asked questions

• Q: How does Internet-Based Mobile Banking and Mobile Mall work?
  A: Internet-Based Mobile Banking and Mobile Mall are java-based applications stored on your phone which allows you to do your banking transactions and shop using your phone.



• Q: How do I install the java-based application on my phone?
  A: After your online registration, you will receive an SMS with a download link. You need to connect to the internet (GPRS or WIFI) using your mobile phone to download the application. Applets with the BPI icon (for Internet-Based Mobile Banking) and BPI-iCAN icon (for Mobile Mall) will be installed on your phone after successful downloading.
  
  

  



• Q: Is my mobile phone capable of downloading the link?
  A: In general, if your phone is capable of browsing the Internet, you can easily download the SMS link. However, some phones may require additional configuration including the activation of both GPRS AND MMS capabilities in order to download the Internet-Based Express Mobile, a JAVA-based application.
  
  Special instructions for Globe Subscribers:

  1. Your GPRS AND MMS facility should be activated
  2. For link downloading, it is recommended to shift to TIME browsing.
     Make sure that you are using "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users). For mor information, click this link



• Q: Why do I need to activate the GPRS and MMS capability of my phone?
  A: The GPRS capability will enable your phone to access Internet sites through the phone's browser while the MMS capability will enable your phone to download JAVA-based applications including BPI Express Mobile.



• Q: How can I activate the GPRS and MMS capability of my phone?
  A: For GLOBE Subscribers :
  - GLOBE sends separate configuration settings for GPRS and MMS as requested by their clients. Simply text: GO (indicate phone model) send to 2951
  
  For SMART Subscribers:
  - SMART Communications periodically conducts "hunting" of Smart-released phones without GPRS / MMS settings and sends the configuration settings to their subscribers automatically. Subscribers just need to save the configuration settings on their phone to enable the GPRS/MMS capability. On the other hand, for subscribers whose GPRS and MMS are not yet activated, simply text: Set (indicate phone model) send to 211
  
  For SUN Cellular Subscribers:
  - For SUN Cellular subscribers, simply text: ACTIVATE and send to 2300. Note: You should receive an SMS indicating that the GPRS activation will be available within 24 hrs.



• Q: How much is the charge for downloading the link?
  A: The charge depends on your telecommunications provider. One-time downloading/installation of the link will usually take 1 to 2 minutes depending on the signal strength of your area and will use approximately 150KB (for Internet-Based Mobile Banking) and 170KB (for Mobile Mall).
  
  Please see sample rates below*
  *Subject to change without prior notice, please coordinate with your Telco provider
  
  

  Telecommunications Provider	Rates
  Globe NOTE: Text to 1111 to know if you are on Time or KB browsing Text and send to 1111 to shift to time browsing Text and send to 1111 to shift to KB browsing	KB browsing: P0.15/KB TIME browsing: P5.00 for every 15 minutes
  Smart	P10.00 per 30 minutes
  Sun Cellular	P10.00 per 30 minutes




• Q: I can browse the Internet using my phone but when I tried to download the link sent by BPI, I received the error:
  
  
  • Subscribe to Packet Data First
  • Packet Data Unavailable
  A: The error means that your phone is not yet GPRS AND MMS-capable. Please refer to instructions on how to activate MMS capability or contact your telecommunications provider.



• Q: While I tried to download the link, I received the error:
  
  
  • Secured Connection Unavailable
  • Unable to Create a Secure Connection to this Server
  • Communication Failure
  A: If you are a non-Globe subscribers, please contact your Telco provider.
  
  A: If you are a Globe subscriber, please check your Internet connections settings. You may be using the Globe Internet server "MyGlobe Connect" as your default access point. To be able to download and access BPI Express Mobile, you should use the Globe access point "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users) as your default access point. You may also choose "always ask" in your connection settings so that every time you connect to the Internet, you will be asked to choose the Globe server you wish to use. For more information on how to do this, please click on this link.
  
  To know more about Globe Internet connectivity, please contact Globe's hotline:
  

  Landline: 730 1000

  Mobile phone: 211

  
  Quick Tip: "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users) is recommended for clients who will be surfing the Internet through their mobile phone for a longer period of time.



• Q: I am a Globe subscriber and I always see "Globe Connect" as my access point. How can I shift to "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users)?
  A: Follow the steps below:
  

  1. From your phone's main menu, go to "Web"
     
  2. Choose "Options" or "Settings"
     
  3. Go to "General" place your cursor on "access point" field (MyGlobe Connect)
  4. Choose "change"
     
  5. Choose "always ask"
     Your web settings will be changed to "always ask". Whenever you connect to the internet , the phone will always ask you which access point to use. If you will be using BPI Express Mobile, always choose "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users).
         



• Q: I am a Globe subscriber and I always see "Globe Connect" as my access point. How can I shift to "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users)?
  A: You may call Globe's hotline to assist you in defining "MyGlobe INET" or "MyGlobe Internet" on your phone as access points. Below is Globe's hotline:
  Landline: 730 1000
  Mobile phone: 211
  
  You may also define the required access point. Please follow the steps below:
  

  1. Go to "Tools"
     
  2. Choose "Settings"
     
  3. Go to "Connection"
     
  4. Choose "Access Points"
     
     All the defined access points for your phone will be listed
  5. Choose "options"
     
  6. Click "new access point"
     
  7. Edit "Connection Name" by typing-in "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for post paid users)
     

     PREPAID USER	POSTPAID USER

  8. Edit "Access Point Name" to "internet.globe.com" for Postpaid accounts or "http.globe.com.ph" for Prepaid accounts )
     

     PREPAID USER	POSTPAID USER




• Q: I received the error "Failed to install the MIDlet" when I tried to download the BPI Express Mobile applet on my phone. What should I do?
  A: Please check your Internet settings. Your phone should be GPRS and MMS enabled. For Globe Subscribers, make sure that you are using "MyGlobe INET" (for prepaid users) or "MyGlobe Internet" (for postpaid users). If your settings are correct and you still cannot access, please contact your Telco provider or your mobile phone service center.



• Q: I always receive the error message "401 A connection error was detected while we were processing your request. Please check if you have enough credits or check your signal strength. If problem persists, please contact your telecommunications provider." What should I do?
  A: If you receive this error, please look for a different location with higher communication signal to have an uninterrupted GPRS connection. If your error is persistent, please call your telecommunications provider. You may need to reset your GPRS and MMS configuration settings.
  
  

  For Blackberry, click on this link.



• Q: Why did I receive the error message "Your Express Mobile applet has expired. To update it, please log-in to www.bpiexpressonline.com, go to Other Services, Express Mobile Maintenance, Mobile Banking and choose Send New Link."?
  A: Your SMS download link expires after 3 days from date of request. Once you receive the link, please download AND log-in immediately.



• Q: I received the error message "The information you entered is invalid. Please check if you are using the correct user ID/Password. If problem persists, please call 89-100." but entered the correct user ID and password. Why?
  A: For the security of your account, Internet-based Mobile Banking and Mobile Mall apply the one user ID / password - one mobile phone rule. Another registered Express Online user cannot log-in using your downloaded applet.



• Q: Why did I receive the error message "37004 The mobile phone you are using doesn't support this service. For more information, please contact 89-100."?
  A: Internet-based Mobile Banking is a Java application stored on your phone. To successfully download and log-in, your phone should be MIDP.2 compliant and should be able to open secured sites (https sites). If you received this error, we regret to inform you that the facility can not be downloaded on your phone.



• Q: Can the applet be downloaded on my iPhone / Palm Phone / Phones with Android Operating System (example: Sony Ericsson Xperia X10, LG GW880, Lenovo O1)?
  A: We regret to inform you that as of now, BPI's Internet-based Mobile Banking and Mobile Mall are not supported by these mobile phones. We will announce as we release a new version of our phone applets downloadable to these phone models.



• Q: I tried to download the link sent via SMS on my Blackberry and it was successful but when I tried to log-in, I received the error "401 A connection error was detected while we were processing your request. Please check your signal strength and phone Internet settings and try again. If problem persists, please contact your telecommunications provider or 89-100."
  A:To log-in at Internet-based Express Mobile, you need to use the GPRS connection of your Blackberry. Minor modification on your internet settings needs to be done before you log-in to the BPI applet. Steps on how to do this are listed below. Please note that GPRS charges will apply as soon as you log-in. If you are subscribed in Blackberry Internet Service (BIS), you may be charged on top of your BIS monthly bill.
  
  These steps have been tested in some of the Blackberry models: 9000, 9700, 8900, 8520 and 8320. Results may vary depending on your phone model version/specification and your telco. We are currently working on enhancements to make the BPI Mobile Banking applet easily available to Blackberry users.
  
  1. Set the browser to Internet Browser. Note that the default internet browser is "Blackberry Browser".
  
  To change to Internet Browser:
    >  Go to "Options"
    >  Choose "Advance Option"
    >  Click on "Browse"
    >  Under "Default Browser" and "Default MPS Browser" choose "Internet Browser"
    >  Click "OK/Save"
  
  2. Access Point Network (APN) should be your telco's GPRS. To change your access point network:
  
    >  Go to "Options"
    >  Choose "Advance Option"
    >  Click on "TCP/IP"
    >  Check (tick mark) APN enabled
    >  Type-in the APN of your telco
  

  Telco	Access Point Networks (APN)	Charge
  Globe	Postpaid : internet.globe.com.ph Prepaid: http.globe.com.ph	P5.00 for every 15 mins in TIME browsing
  Smart	Internet.net or internet	P10.00 per 30 minutes
  Sun Cellular	minternet	P10.00 per 30 minutes




• Q: While I was trying to download the link via Opera Mini, I received the error: -"Cannot connect to Internet"
  A: This usually happens when you are using a Smart/Globe prepaid sim card, If you are unable to connect to the internet using the GPRS settings sent by your Telco provider, please edit the settings of your phone:
  
    >  Under Settings, go to Configuration.
    >  Under Configurations, go to Personal Configurations.
    >  Click on Options and Select on Add New.
    >  From the list of Application types, choose Web.
    >  Leave Username and Password blank.
    >  On Use pref. Access pt., choose Yes.
    >  Then click on Back.
    >  Click Options and select Activate.
  
  You also have to check the setting of your Opera Mini.
  
    >  Go to Web Browser.
    >  Once Opera Mini is open, click on Options.
    >  Select Tools.
    >  Select Settings.
    >  Under Network, Protocol should be in HTTP.
    >  Click Options and choose Save.