Question 1

How do I change my app passcode?

Accepted Answer

Step 1: To change your Komo app passcode, tap the Menu icon (three lines) on the upper left corner of the app.

Step 2: Tap 'View Your Profile' underneath your Account Name.

Step 3: Tap 'Change Passcode' from the list of options.

Step 4: Enter your current Passcode first.

Step 5: Enter your new Passcode.

Step 6: Confirm your new Passcode by entering it one more time.

Step 7: Tap 'OK' to complete the update.

Question 2

How do I request for a bank certificate?

Accepted Answer

Komo now issues bank certificates depending on purpose:
Visa application, 
Business requirement, or 
Loan application
 
Step 1: Tap the hamburger icon or the menu icon on the upper left
Step 2: Tap Generate Bank Certificate
Step 3: Select your Purpose of Certification
Step 4: Enter who is this addressed to
Step 5: Select the country
Step 6: Enter more details regarding the company's address
Step 7: Confirm the payment and enter the OTP sent via text
Step 8: And you're done!

Question 3

How do I request for a statement for account?

Accepted Answer

Step 1: To get your bank statement, tap the Menu icon (three lines) on the upper left corner of the app. 
 
Step 2: Choose 'Bank Statement' from the options.

Step 3: Select your desired Bank Statement period. The available Bank Statement period will be from your Date of Account creation up to the month before the date of request.

Step 4: Once the confirmation message appears, the bank statement will be sent to your Komo-registered email. Always make sure your email address is up to date and verified to keep your account information safe. Your bank statement will be mailed as a PDF file including instructions on how to open the password-protected file.

Question 4

Can I go to an EastWest Rural Bank branch to open an account?

Accepted Answer

Our EastWest branches are trained to understand how Komo works, but they will not be able to access your account details or perform transactions for you. You can open and manage your account only through the Komo app, but if you need assistance you can always reach us through our official channels: 
Facebook Messenger - https://m.me/KomoPH 
Email - support@komo.ph 
Hotline - (02) 8888-1777

Question 5

How do I log in to a new device?

Accepted Answer

To ensure your fund’s safety, you would have to confirm the change of device using your old device.

1. Install Komo on your new device

2. Log in your registered mobile number (Upon logging in on a new device, you will no longer be able to access the app via the other device)

3. Enter OTP

4. Log in using your Komo passcode

5. Open Komo app on your old device and click approve

6. Confirm Change of Device using your new device

Should the old device be unavailable, the change will be processed manually by our Tech team. Kindly reach out to support@komo.ph or call our hotline at (02) 8888-1777 for urgent concerns.

Question 6

How do I close my Komo account?

Accepted Answer

You may request closure of your account by contacting our customer service channels via email at support@komo.ph or call us at 8888-1777.

Our representatives are available from 6 AM to 11 PM during weekdays but until 9 PM only on weekends.

Question 7

Can I link my Komo debit card to Paypal?

Accepted Answer

Yes! You can link your Komo debit card to your PayPal account.

If you are having problems linking your debit card to PayPal account, kindly contact our support team at support@komo.ph daily from 8 AM - 5 PM or via our hotline  8888-1777 on weekdays from 6AM to 11PM but until 9PM during weekends for us to better assist you.

Question 8

I did not get an OTP?

Accepted Answer

One-Time Pins (OTPs) are dependent on your mobile network coverage. Please restart your phone and try your transaction again after a few minutes. If the issue persists, please call our hotline at (02) 8888-1777 on weekdays from 6 AM to 11 PM but until 9 PM during weekends or email us at support@komo.ph daily from 8 AM to 5 PM.

You may also enable Biometrics to remove the need for OTPs for logging in and authorizing transactions.

Question 9

I can't update my Komo app?

Accepted Answer

For app updates with new features, we require an update on the app to continue using Komo. The prompt on our app redirects to either Apple App Store or Google Playstore only, so for devices which cannot access these sites/apps, please update the Komo app via respective app download portals manually by searching for "Komo by Eastwest" and clicking the Update button.

If you still cannot access your Komo account after updating the app version, please reach out to us at support@komo.ph or call us at (02) 8888-1777.

Question 10

How do I enable Biometrics?

Accepted Answer

Biometrics makes use of your fingerprint or face scan to log in and authorize transactions— no more OTPs needed once activated. Activate it for safer and faster banking! Just follow the steps below:

Click "Account" and go to "Settings"
Tick "Biometric Login" and "Biometric Transactions"

Question 11

Why is my Komo account suddenly blocked?

Accepted Answer

- You may have triggered a fraud red flag alert i.e., same day change in email, mobile, device or passcode
- You may have attempted access on a blacklisted device - i.e., another user using the device that was blacklisted
- You may have received a fraud complaint on the account by third-party victims

Account Management