What is Komo all about?

Komo is a digital banking service created by EastWest Bank. We offer high interest savings accounts, a VISA debit card that gives you free withdrawals, secure bills payment, and free funds transfer services which are all accessible through the Komo app on your mobile phone.
Komo makes it easy for you to enjoy all the benefits of keeping your money online, meaning there are no branches, no waiting in lines, and no hidden fees.

How do I know that my money is safe with Komo?

Komo was created and is backed by EastWest Bank, a universal bank in the Philippines. Your deposits are held with its wholly-owned subsidiary, East West Rural Bank, which is a member of PDIC and regulated by the BSP. This means your money is insured with the PDIC for up to P500,000.

Why is the app called Komo?

We created Komo to give customers more control and flexibility when it comes to managing their money. Komo does not have any physical branches, so everything from account opening to blocking your debit card can be done through the app.

Our goal is to simplify the lives of our customers by giving them full control over their money, because with Komo, kontrol mo ang pera mo—hence, Ko-mo.

How is Komo different from other digital banking services in the Philippines?

Komo is the first exclusively digital banking service to be offered by a local bank. This means all transactions and account management can only be done through our secured mobile app. Since everything is done digitally with no need for branches, we return the savings from lower overhead cost to customers in the form of high interest rates on their savings account.

What does exclusively digital mean?

Exclusively digital means Komo customers can open and manage their account completely online. All transactions are conducted solely through the mobile app, meaning customers always have full control of their money—no need to go to a branch or worry about opening hours. This mobile-only business model is what allows Komo customers to enjoy one of the highest interest rates from a local bank today.

Since Komo is exclusively digital, does that mean customers can't go to an EastWest branch to get help?

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

Is Komo free to use?

Yes! Komo is free to use and we do not charge for day-to-day services such as payments and transfers. Withdrawals from EastWest Bank ATMs using your Komo debit card are always free, and withdrawals from ATMs outside the EastWest network are free* for up to 4 withdrawals per month. If you withdraw more than 4 times outside the EastWest network, you may be charged for the use of their machines. For more information on the fees you may be charged with, check out the fees and charges listed on our terms and conditions. * Free withdrawals through ATMs outside the EastWest network will be initially charged to your account and automatically refunded after 2 log-ins on the app.

Does my money earn interest in Komo?

Yes, and a lot of it! A Komo account earns interest at 3% per annum*, which is more than 20x higher than other savings accounts in the Philippines. For more information on how exactly your money earns interest, check out our other FAQs for interest calculation samples. * Starting April 1, 2021, the basic interest rate on Komo accounts will be: 2.5% for initial deposits up to P500,000; 1.5% for the next P1,500,000; and 1% on remaining deposits beyond P2,000,000.

Does Komo have a minimum deposit to open an account or to earn interest?

No. Komo does not require any minimum deposit, maintaining balance, or minimum balance to earn interest.

Does Komo issue bank certificates?

Currently, we only provide a Statement of Account but this document is detailed enough to prove that you have an account with Komo. We don't provide formal certificates right now, but we have gotten some user feedback asking about this and are considering it as part of our future enhancement.

How do I get the Komo app?

You can download the Komo app onto your mobile phone from the Play Store for Android, App Store for iOS, or App Gallery for Huawei. Downloading the app is completely free and takes just a few minutes.

Who can open a Komo account?

All Filipino citizens who are 18 years old and above, living in the Philippines, and who own a smartphone with a local mobile number can open a Komo account.

How do I open a Komo account?

Komo accounts can only be opened using the mobile app, so the first step is to download the app onto your mobile phone. Make sure you are using a smartphone and have a stable internet connection to avoid any issues. Here are the steps to opening a Komo account: Step 1: Visit the Play Store, App Store, or App Gallery and download the Komo app for free. Step 2: Once installed, open the Komo app, read through the introduction screens, and tap 'Create Your Bank Account'. Confirm your intention to open a bank account by tapping 'Got it!' on the next page. Step 3: Next, you will be asked to answer some questions to allow us to get to know you better. Please answer as accurately and honestly as possible. Note: Komo is currently available to Filipino citizens only, however we are always striving to make Komo better. If you would like to suggest any features or services, feel free to send us a message through our social media or support channels. Step 4: Before creating your account, please read and agree to the Terms and Conditions for using Komo. Step 5: You will receive a one-time-PIN (OTP) through text message. Enter this number into the app to continue. Remember: Never share your OTP with anyone. Komo representatives will never ask you for your passcode, PIN, or OTP under any circumstances. Step 6: Create and confirm your 6-digit passcode. This is what you will use to log in to your Komo app in the future. Again, make sure to keep this passcode safe and do not share it with anyone. Step 7: For the next part, we will be capturing your valid ID and selfie. Allow access to your camera and follow the instructions that are shown on the screen. Make sure you also have a stable internet connection and are in a well-lit area. Step 8: Select the type of ID you want to use and take a clear picture of it. The details and photo on your ID must be clear and readable so that our team can verify your account properly. For some IDs, you may be required to submit a photo of the back as well as the front. Make sure to check the indicator and submit the correct photo to avoid issues with your account approval. We accept the following valid government IDs:

• Passport
• Driver’s License
• Unified Multipurpose ID (UMID)
• Social Security System ID (SSS ID)
• Professional Regulation Commission ID (PRC ID)
• Postal ID
• Voter’s ID

Step 9: Next, you will be asked to take a live selfie. Follow the on-screen instructions and move the phone closer or farther away as instructed. Make sure you are in a well-lit area, your entire face is visibile, and you are dressed appropriately to avoid issues with account approval. Step 10: Allow a few minutes for the photos to be uploaded. Once your ID and selfie have been successfully uploaded, we will just need you to provide some basic information for your account. This is to comply with BSP regulation and ensure the safety of your account. Again, please make sure to give complete and accurate answers (i.e. full name including your middle name, complete address, etc.) to avoid delays or account disapproval. Step 11: Next, you will be asked to choose the name you would like to be printed on your Komo debit card. Remember to double check the spelling since we will not be able to change this anymore after the application is submitted. Step 12: Lastly, double check all your information to make sure it's correct and complete. Once you've submitted, editing any and all information you've provided will not be possible during the account application review.

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What are the valid government IDs accepted by Komo?

• Passport
• Driver’s License
• Unified Multipurpose ID (UMID)
• Social Security System ID (SSS ID)
• Professional Regulation Commission ID (PRC ID)
• Postal ID
• Voter’s ID

How long does it take to open a Komo account?

We usually take 24-48 hours to approve an account application, but given the ongoing quarantine protocols, our team running on a skeletal workforce, and the large volumes of new applicatons coming in, we will try our best to review your account application within 1 week from the date of submission.

Why was my account application declined?

For instances when the ID uploaded is not valid or your selfie is not clear, our Bank Verifiers will either do a video call with you or request re-submission of your ID or selfie. For cases wherein re-submission or the video call are still not enough to prove your identity, your application will be declined because of any of the following reasons:

• Invalid ID. Even after resubmission, the submitted photo of your ID may prove to be invalid, blurred, cut-off, or otherwise unreadable. The valid ID should be one of the eight government IDs we have listed on our website FAQs page.
• Invalid Selfie. Your selfie must clearly show your entire face for us to verify your identity. Selfies that are blurred, taken in a dimly lit space, or otherwise unclear may prevent us from comparing your selfie with the valid ID you submitted. If your selfie and the photo on your valid ID do not match, this may result in declining of your application. Our system is also able to detect if the selfie you tried to take is a photo of a photo, so this can be grounds for rejection as well.
• Invalid Information. When entering the account information on your application, make sure that all details are complete including your full middle name and complete address. Our Bank Verifier may conduct a video call with you if they have clarifications on the personal information you have provided. If this still does not clarify the concern, this can be grounds for rejection.

Can I open more than 1 account?

Currently, we are only allowing 1 account per customer but we are working on product features that will allow you to have access to multiple accounts within Komo! Don’t forget to join the Komounity on Facebook to send us your suggestions on how we can improve our services for you.

Can I open a joint account, business account, or checking account?

We only offer individual savings accounts for the meantime, but are looking to improving Komo and its product and services in the future. If you’d like to send us feedback on how we can improve our services, make sure to join the Komounity on Facebook. We’d love to hear from you!

Can I convert my EastWest account into a Komo account so I can do my transactions online?

Unfortunately, this is not possible on our current system. You can always enroll your account in the EastWest online banking facility by visiting https://personal.eastwestbanker.com/.

If you would still like to open a separate Komo account, you can download it for free on the Play Store, App Store, or App Gallery. You can send money from your EastWest account to Komo using the transfer feature on the EastWest online banking facility.

Do I need to request a debit card or will it be delivered to me automatically?

Your Komo credit card will be processed immediately once your account is approved. The card and its delivery are completely free and you will be notified through SMS, app notification, and email once it's on its way.

How long does it take to deliver the debit card?

We usually aim to send out your debit card within 3-5 days from account approval. However, high volumes of new applications and travel restrictions related to local quarantine protocols may lead to delays in delivery. You will receive a notification through an SMS and app notification once your card has been picked up by our courier.

Can I change the delivery address for my debit card?

Yes. To change the delivery address for your debit card, just contact our support team by emailing support@komo.ph or calling (02)8888-1777. Our team will first verify your identity for security. Upon successful verification, they will be able to help you change your delivery address.

How do I verify my email address?

Log in and tap the menu icon (three lines) on the upper left of the app dashboard. Then, tap 'View Your Profile' under your name and tap the 'Verify' button next to your email. This will send a verification link to your email address. Simply open the email and click the link to verify your email address.

I got a message that I need to resubmit photos of my ID, how can I do this?

This means that the original photos you submitted were unreadable or invalid and you need to resubmit new ones. Simply tap the camera icon on the Komo app dashboard to start. Make sure that you are using one of the IDs accepted by Komo, that your ID is not expired, that the photo is not blurred and all details are readable, and that you take photos of the front and back if indicated on the app.

I got a message that I need to do a video call with the Komo team to approve my account, how do I do this?

Our Bank Verifiers will usually ask for a video call when they need to verify details on your account application.
To start the video call, simply tap on the video camera icon on your Komo app dashboard. Make sure you have stable internet connection to avoid dropped calls or other issues. Our Bank Verifiers are available from 8:30am to 5:30pm on weekdays, excluding declared holidays.

Is my money safe with Komo?

Definitely. Your deposits are held with East West Rural Bank, which is a member of PDIC and regulated by the BSP. All your deposits with East West Rural Bank are insured with the PDIC for up to P500,000.

Is my personal information safe with Komo?

Yes, it is. Though we may process your personal information with the assistance of third party technologies, we follow best practices to keep your information safe.
We will never sell or use your personal information for profit other than the banking service we provide for you. You can learn more about how we protect and use your personal information in the Data Privacy Policy of our Terms and Conditions.

How secure is the Komo app?

Security is a top priority for us and we do our best to protect you and your hard-earned money. That is why we have multiple security features on the app, including the 6-digit passcode required to access the app, One-Time-PINs (OTPs) for transactions and account registration, automatically logging out users after a period of inactivity, only allowing one device to be connected to an account at any given time, and more. However, we still need your help to keep your account safe. Security features like your 6-digit passcode and OTP are used to make sure that you are the one accessing your account, so please do not share this information with anyone. Members of the Komo team will never ask you to share your passcode or OTP under any circumstances. If you think that your account security has been compromised, please call our hotline immediately by dialing (02) 8888-1777.

What can I do with Komo?

With Komo, you can keep your money online and enjoy all the benefits that come along with doing so!

• Open an account in minutes. No need to go to a branch or wait in line. Just download the app on your smartphone and open an account in minutes with just 1 valid ID.

• Enjoy high interest rates. Get 3% interest per annum* on your savings account without any minimum maintaining balance. You can even track your daily interest earnings easily from the app!

• Pay bills in just a few taps. Do more with your time when you don’t have to worry about paying bills. Just open the app and pay in a few taps with no fees or hidden charges.

• Transfer money for free. Move your money however and whenever you want without paying additional fees. Transfer to a Komo account, another bank, or even load up your e-wallets with the Komo app.

• Withdraw your money for free. Access your money when you need it with unlimited free withdrawals from ATMs under the EastWest network, plus up to 4 free** withdrawals per month for other Bancnet-affiliated ATMs in the Philippines.

• Pay with your Komo debit card. Your Komo account comes with a free Visa debit card that can be used via ATMs, in-store, online, and wherever Visa cards are accepted.

• Request money from another Komo user. Request, track, send reminders, and collect payments easily—not to mention skipping any potential awkwardness!

Looking for other features? Don’t forget to join the Komounity on Facebook to send us your suggestions on how we can improve our services for you.

* Starting April 1, 2021, the basic interest rate on Komo accounts will be: 2.5% for initial deposits up to P500,000; 1.5% for the next P1,500,000; and 1% on remaining deposits beyond P2,000,000.

** Withdrawal fees for ATMs outside the EastWest network will initially be charged to your Komo balance but will be automatically returned after 2 log-ins to the app.

Does Komo provide a debit card?

Yes. Upon successful account opening, we will send you a Visa debit card which you can use to pay in-store and online, or to withdraw money from any BancNet-affiliated ATM nationwide. Your Komo Visa debit card is customized – during account opening, you can customize the name to be displayed on the card. This will be delivered to the current address you specified in your profile information. Using the app, you can easily manage your debit card by changing your passcode or temporarily locking your card. You can also lock it only for specific channels. For example, if you only want the card to be usable for ATM withdrawals and disabled for other channels like over-the-counter payments or online payments, you can change these settings anytime using the Komo app.

How do I deposit money in my Komo account?

Currently, you can only fund your Komo account by initiating an interbank fund transfer from your existing bank's mobile or online banking platforms. You may also transfer from any e-wallet that supports InstaPay (GCash and PayMaya). To deposit money to your Komo account, just follow these steps. Step 1: Deposit money to your Komo account by using the Transfer to Other Banks feature of your other e-wallet or banking apps. Step 2: Provide your Komo Account Name and Account Number. Step 3: If you’re transferring from EastWest Online: Select “EastWest Bank” as the receiving bank, and use the account number on your Komo app as the receiving account number (starts with 5000). If you’re transferring from another bank app that’s not EastWest: Select “EastWest Rural Bank” as the receiving bank, and use the account number on your Komo app as the receiving account number (starts with 5000). Step 4: You may use InstaPay or PESONet to deposit to your Komo account. Please note that InstaPay transactions will reflect immediately while PESONet transactions may take 1-2 banking days to process, depending on the cut off times specified by the sending bank.

How do I withdraw money from my Komo account?

You can withdraw your money by using your Komo Visa Debit Card at any BancNet-linked ATM nationwide. Get unlimited free withdrawals from ATMs under the EastWest network, plus 4 free* withdrawals per month for other Bancnet-affiliated ATMs in the Philippines. You can also transfer money to another bank or e-wallet through InstaPay, for free. * Free withdrawals through ATMs outside the EastWest network will be initially charged to your account and automatically refunded after 2 log-ins on the app.

Why is the interest earned on my app not reflecting in my account balance?

We track your interest earnings daily, but the amount will reflect in your account balance on the first day of the next month. For example, the interest you earned in March will be credited to your account on April 1. To ensure that your deposited amounts will be counted for interest accrual on the same day, please make sure your balance is updated before the cut-off at 10:00pm. Note that this only applies to banking days and that there may be a slight discrepancy between the time shown on your device and the time logged on our system. To be safe, we encourage you to make your deposits earlier in the day. Deposits made after 10:00pm will be counted towards interest accrual for the next banking day. For example, if you deposited to your account at 10:01pm on Friday, then it will only start accruing interest on the following Monday. Similarly, it is normal for your interest accrued not to update over the weekend or on a holiday. Accrued interest will be reflected in your account on the next banking day.

How do I pay bills using the Komo app?

To pay bills using your Komo account, just follow these steps: Step 1: Open the app and tap 'Pay' on the bottom navigation. Step 2: Use the Biller Categories or Search Bar to select the specific biller you would like to pay. Step 3: Enter your Account Number or Reference Number and the amount you would like to pay. You can also add a note to your transaction. Step 4: Swipe up to send your payment. Step 5: Enter the 6-digit one-time-PIN (OTP) that will be sent to your mobile number through text message.Remember that you should never share your OTP with anyone. Komo representatives will never ask you for this information. Step 6: You can save this biller for faster payments in the future. Step 7: Tap 'Done' to return to the home screen.

Will the interest rates stay at 3 percent?

3% is currently our basic interest rate for all Komo accounts. Starting April 1, 2021, the basic interest rate will be: We may update these rates in the future, just like how our other services may change or be enhanced. In the event that we implement a change to our interest rates or other fees and charges, we will notify you in advance through our official channels.

How do I compute for the amount of interest I will earn using Komo?

We compute your daily interest earnings by multiplying your account balance by 3%* and dividing the result by the days of the year (360). Whatever amount you have accumulated by the end of the month will reflect in your account balance on the first day of the next month.

• For example, if your account balance today is P100,000 then the interest you will earn today is: (P100,000 × .03) ÷ 360 = P8.33
• The ‘interest accrued’ shown on your app is the accumulation of the daily interest from the first day of the month to the present day.
• If your account balance every day for 30 days in the month remains at P100,000, then at the end of the month you will have: P8.33 × 30 = P250

Which billers can I pay using the Komo app?

Cable and Internet

• Innove GlobeQuest (G-Net)
• Innove GlobeQuest (G-Quest)
• Cablelink
• Planet Cable
• SkyCable

How do I transfer money using the Komo app?

You can use your Komo app to send money to another Komo account, another bank, or an e-wallet as long as the receiving account is part of the InstaPay network. To transfer funds, just follow the steps below: Step 1: Open the app and tap 'Transfer' on the bottom navigation. Step 2: Tap 'Send to new' on the upper right corner of the screen. Step 3: Fill in the Account Name and Account Number of your target recipient. Step 4: Tap 'Select Bank' and choose 'Komo PH' if you want to send to another Komo account. Otherwise, simply search for your desired recipient bank or e-wallet from the list. Please note that Komo only supports outbound fund transfers using the InstaPay network right now. Step 5: Enter the amount you want to send and a short note about the transaction (optional). Step 6: Swipe up to send. Step 7: Enter the 6-digit one-time-PIN (OTP) that will be sent to your mobile number through text message. Step 8: You can save this recipient to your favorites for faster transfers in the future. Step 9: Otherwise, you can simply tap 'Done' to return to the app home page. Successfully sent fund transfers will be posted immediately and will be shown on your activity log in the Komo app.

Which banks or e-wallets can I transfer money to using Komo?

Komo is part of the InstaPay network and can send to any of the banks and e-wallets that are registered in the same network. Here is the list of partner institutions as of this writing:

• AllBank
• AUB
• Bangko Mabuhay
• BOC
• BPI
• BanKo
• BDO
• Cebuana Lhuillier Rural Bank
• Chinabank Savings
• Chinabank
• Chinatrust
• DCPay
• DBP
• Dungganon Bank
• EastWest
• EastWest Rural
• Equicom
• GCash
• ING
• Isla Bank
• Komo PH
• Landbank
• Malayan Bank
• Maybank
• Metrobank
• OmniPay
• Partner Bank
• PayMaya
• PBCom
• PBB
• PNB
• PSBank
• Philtrust Bank
• Veterans Bank
• PNB Savings
• Quezon Capital Rural Bank
• RCBC
• Robinsons Bank
• Security Bank
• Sterling Bank
• Sun Savings
• UCPB Savings Bank
• Unionbank
• UCPB
• Wealth Development Bank

How much can I transfer using my Komo account?

For transfers from Komo to other banks, you can send up to P200,000 per day per recipient, with a per-transaction limit of P50,000. That means if you are transferring to 2 different recipients or bank accounts, you can transfer a maximum of P400,000.

• Beneficiary 1:
  • Transaction 1: P50,000
  • Transaction 2: P50,000
  • Transaction 3: P50,000
  • Transaction 4: P50,000
• Beneficiary 2
  • Transaction 1: P50,000
  • Transaction 2: P50,000
  • Transaction 3: P50,000
  • Transaction 4: P50,000

How do I request money from another Komo user?

Step 1: To request money, open the app and tap on 'Favorites' on the bottom navigation. Step 2: Tap on the account you want to request money from. If the Komo account you want to request money from is not yet saved in your Favorites, tap 'Add' on the upper right corner of the screen. Step 3: Once you've selected an account from your Favorites, tap 'Request' to create a new request. Step 4: Specify the amount and notes (optional) then proceed. Step 5: Wait for the confirmation and tap 'Done' to return to the home screen.

How do I request for a statement of account?

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.

How do I temporarily lock and unlock my Komo debit card?

Step 1: To lock or unlock your debit card, tap 'Card' on the bottom navigation. Step 2: Tap 'Temporarily Lock My Debit Card'. Step 3: Choose which channels to lock or unlock. If you would like to temporarily block the card, choose 'Lock All' on the options. Step 4: Tap 'Save' to update your settings. Step 5: Wait for the confirmation message and tap 'OK' to return to the card screen. Your debit card will now be unusuable on the channels you've chosen to lock.

How do I update my account information?

Step 1: To check or update your profile, 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: To edit your email and/or mobile number, tap 'Edit Info' on the upper right corner of the screen. Always make sure your email is verified by tapping the "Verify" button beside your registered email. Step 4: Update your new email addres or mobile number and tap 'Save'.

How do I change my app passcode?

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.

How do I change my debit card PIN?

Step 1: To change your debit card PIN, tap 'Card' on the bottom navigation. Step 2: Tap 'Reset PIN'. Step 3: Enter your current PIN. Step 4: Set a new PIN. Step 5: Confirm your new PIN by entering it one more time. Step 6: Tap 'OK' to complete the update. You may now use this new PIN on your next card transaction.

Can I expedite the delivery of my debit card?

We only have standard delivery for all of our debit cards. Majority of the card creation process is done automatically to minimize human involvement given the sensitive information involved. This automated process is the reason why we also cannot give special considerations to a specific card.

Can I receive international remittances through Komo?

Komo does not accept international remittances right now. Remember that you must always choose Komo or EastWest Rural Bank as your target bank to avoid floating transactions. To recommend features for future enhancement, please join our Komounity on Facebook to share your feedback.

What are the fees and limits associated with my Komo debit card?

Here are the fees associated with using the Komo debit card:

• Balance Inquiry (EastWest ATM) - Free
• Balance Inquiry (Non-EastWest ATM) - Shouldered by Komo
• Cash Withdrawal (EastWest ATM) - Free
• Cash Withdrawal (Non-EastWest ATM) - Shouldered by Komo up to 4 withdrawals per month.
• Card Replacement - ₱150

Can my Komo account become dormant and is there a fee?

Komo accounts are considered dormant after 730 consecutive days of inactivity. We do not charge any dormancy fee, but accounts that are marked dormant will be locked. To regain access to a dormant account, simply contact our support team by emailing support@komo.ph or calling (02) 8888-1777. Our team will just conduct some validation and security checks before giving you back access to the account.

Can I link Komo to my Paypal account?

You can link your Komo debit card to Paypal. However, it’s not yet possible to link Komo as a bank to your Paypal account. If you are having problems linking your debit card to Paypal, please contact our support team at support@komo.ph for assistance.

I don't see Komo or EastWest Rural Bank on the list of receiving banks in my bank app or e-wallet. Is it okay to choose EastWest Bank instead?

EastWest Rural Bank is a separate entity from EastWest Bank. Komo is under EastWest Rural Bank, so we do not recommend choosing EastWest Bank as this would likely result in floating transactions.

What is ABFC and will I now be charged for withdrawals using my Komo debit card?

On April 7, 2021, banks in the Philippines will switch to a new charging model called the Acquirer Based Fee Charging model. This means that starting April 7, the bank which owns the ATM will be the one charging all fees. Despite this change, Komo customers will continue to enjoy unlimited free withdrawals at EastWest ATMs and up to 4 free withdrawals per month for other BancNet ATMs until further notice.

…changed my phone.

If you are still using the same phone number, then this shouldn't be a problem. Just download the Komo app onto your new device and log in to your account. Note that only one device can be logged in to your Komo account at any time for security reasons.

…lost my phone and SIM.

If you have access to Komo through another device, we recommend updating your account information with your new mobile number immediately. If you do not have access to your account through another device, please call our hotline at (02) 8888-1777 for assistance.

…was locked out and can't access my account.

The most common reason for being locked out of an account is if there are multiple failed attempts in logging in or transacting. This may be due to entering incorrect passcodes or OTPs. If you are the rightful owner of the account but have been locked out, please contact our support team by emailing support@komo.ph or calling (02) 8888-1777. After verifying your identity, they will be able to help you regain access to your account.

…forgot my passcode.

If you have logged in to your Komo account before, you can simply tap 'Forgot Passcode' above the number keys on the app log-in screen. You will be asked to provide some account-related information to help verify your identity and trigger a password reset. If you cannot provide the account-related information required to automatically trigger a password reset, you may also contact our support team by emailing support@komo.ph or calling (02) 8888-1777. After verifying your identity, they will be able to help you regain access to your account.

…forgot my debit card PIN.

If you forgot your debit card PIN, please contact our support team by emailing support@komo.ph or calling (02) 8888-1777. After verifying your identity, they will be able to help you reset your PIN.

…lost my debit card.

If you lost your debit card, we recommend that you lock it immediately using your Komo app through the steps below: Step 1: To lock or unlock your debit card, tap 'Card' on the bottom navigation. Step 2: Tap 'Temporarily Lock My Debit Card'. Step 3: Choose which channels to lock or unlock. If you would like to temporarily block the card, choose 'Lock All' on the options. Step 4: Tap 'Save' to update your settings. Step 5: Wait for the confirmation message and tap 'OK' to return to the card screen. Your debit card will now be unusuable on the channels you've chosen to lock. If you think that you won't get your card back anymore, you can choose to either permanently block your card or request a card replacement. Both options will make your old card invalid to keep your account secure.

...was charged for an ATM withdrawal.

Your card gives you unlimited free withdrawals through EastWest ATMs and up to 4 free withdrawals per month through other BancNet-affiliated ATMs. If you were charged for a withdrawal, first make sure that you have not exceeded your monthly free withdrawal limit for non-EastWest ATMs. If you are still within your monthly free withdrawal limit, make sure to log in to the Komo app twice and the withdrawal fee should be automatically credited back to your account. The first log-in allows us to recognize the withdrawal fee charged. The second log-in triggers an automatic refund to credit the amount back to you. We can only credit back the withdrawal fee for other banks for now because we do not have direct visibility over how much they charge per withdrawal. If you still do not receive your refund, please contact our support team at support@komo.ph for assistance.

...am not getting the correct interest on my deposits.

To ensure that your deposited amounts will be counted for interest accrual on the same day, please make sure your balance is updated before the cut-off at 10:00pm. Note that this only applies to banking days and that there may be a slight discrepancy between the time shown on your device and the time logged on our system. To be safe, we encourage you to make your deposits earlier in the day. Deposits made after 10:00pm will be counted towards interest accrual for the next banking day. For example, if you deposited to your account at 10:01pm on Friday, then it will only start accruing interest on the following Monday. Similarly, it is normal for your interest accrued not to update over the weekend or on a holiday. Accrued interest will be reflected in your account on the next banking day. If you still see a discrepancy in your interest earnings or accrued interest, please contact our support team by emailing support@komo.ph or calling (02)8888-1777.

...did not receive my transfer from another bank.

It is BancNet's policy that the sending bank takes primary responsibility for reconciling the transactions. This is because the sending bank is usually the one most able to figure out what happened and where the amount got stuck. These floating transactions will usually be credited to either your source bank account or target bank account within 3-5 banking days. As a reminder, please make to double check your transaction details including the account name, account number, and transfer amount whenever you initiate a fund transfer. Remember that you must only transfer to Komo / EastWest Rural Bank using the InstaPay or PESONet networks to avoid any issues. Please note that Komo does not accept international remittance transactions even if the sending institution supports InstaPay or PESONet. Please refrain from attempting to transfer to Komo using these services to avoid floating transactions.

...had my debit card taken by an ATM machine.

In general, a debit card may be captured or taken by an ATM machine if it is reported as lost, stolen, or if it is flagged in relation to potential fraud. If your card is captured and you believe it to be a mistake, please contact the bank which owns the ATM machine. BancNet policy states that you can claim the card from the bank branch where the card was captured within 2 busines days. Otherwise, the card may be disposed by the bank and you will need to request for card replacement and pay the corresponding fees. If your card was captured by an EastWest ATM located inside a bank branch, you can simply claim the card at the same branch during business hours. If the EastWest ATM is not located in a bank branch, please email us at support@komo.ph or call (02)8888-1777 to let us know which EastWest branch you prefer to get the card from. Please remember to contact the concerned parties as soon as possible to avoid having the card forfeited.

...received a damaged or misprinted debit card.

If you'd like to report a damaged card or a card printed with incorrect details, please email us at support@komo.ph to request a replacement. Kindly include photos of the damaged or misprinted card and the packaging it came in, so we can properly investigate if the issue occurred during production or during delivery.