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Frequently Asked Questions
· What is NetAccess?
· What do I need to use NetAccess?
· What type of browser can I use to access NetAccess?
· What banking transactions can I perform with NetAccess?
· How do I enroll?
· What type of accounts can I enroll in the NetAccess?
· If I enroll my account in the NetAccess, can I use it at once?
· How will I know if my accounts are already activated?
· Are there fees I need to pay to use NetAccess?
· Are my transactions using NetAccess safe?
· How do I know if I am visiting a secured Internet site?
· What happens if I forget my NetAccess Password?
· What if I entered the correct User ID and password but still cannot access my account?
· Can I change my User ID and Password?
· What happens if I don't log-off?
· What bills can I pay over NetAccess?
· Is there a cut-off time for payments?
· What is my proof of payment?
· What if I make a payment to the wrong payee? Can I cancel or stop the payment?
· Can I add accounts to my Internet Banking profile?
· In case of "OR" account, do all accountholders have access to the account?
· Can I transfer funds to other accounts not belonging to my name?
· Can I view transactions in all accounts through NetAccess?
· How can I update information about myself?
· What is EastWest Bank's RSS feed and how will it help me?
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What is NetAccess?
NetAccess is an on-line banking facility of EastWest Bank that enables Individual and Corporate clients to access their accounts and do banking transactions via the Internet
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What do I need to use NetAccess?
You must have an account with EastWest Bank and an Internet connection.
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What type of browser can I use to access NetAccess?
Our WebSite can work with most browsers, but for security reasons we encourage that our clients use the latest browsers e.g Mozilla 1.6, Netscape 7.1, Opera 7.23 and IE 6 Service Pack 1 (SP1) with cumulative patch Q813489. Our website has been tested with the previously mentioned browsers. Proceed to Download Center.
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What banking transactions can I perform with NetAccess?
Personal Access
- Enroll all your bank accounts - savings, checking, time deposit accounts
- Inquire on your account's available and current balances
- View and print your transaction history as far as three months back
- Transfer funds from one transactional account to another - whether related or unrelated accounts
- Pay your bills
Corporate Access
- Inquire on your account's available and current balances
- View and print your transaction history as far as three months back
- Transfer fund from one transactional account to another - related accounts only
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How do I enroll?
For Individual clients, enrollment can be done online by filling in the online enrollment form or by visiting your PBC of account. Clients who wish to enroll online can:
- Log on to www.eastwestbanker.com
- Click on the quick link "Enroll Now!"
- Click on the "I agree" button to confirm having read and fully understood the Terms & Conditions
- Fill-in the enrollment form
- Click the "Submit" button
For Corporate clients, the company must submit a properly accomplished Corporate NetAccess Application form, which can be secured from any EastWest Bank Branches and a Board Resolution or Partnership Resolution authorizing the following:
- Availment of the facility; and
- Specified users of the facility
Board Resolution or Partnership Resolution : [ Size: 44kb - Format: pdf ]
NetAccess Application Form for Corporate : [ Size: 219kb - Format: pdf ]
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What type of accounts can I enroll in the NetAccess?
You can enroll your Savings, Current, and Time Deposit accounts in the NetAccess.
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If I enroll my account in the NetAccess, can I use it at once?
Upon enrollment, your account has to be created and activated first by your PBC of account.
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How will I know if my accounts are already activated?
Sign in to NetAccess. Under the "My Portfolio" page, accounts should be clickable. If not, it means that they are not yet activated.
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Are there fees I need to pay to use NetAccess?
EastWest Bank clients can access their accounts through NetAccess FREE of charge. There is no transaction fee for using the service.
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Are my transactions using NetAccess safe?
Transactions done over NetAccess are safe and secure. Below are some of the security features of the NetAccess:
- The NetAccess is behind a firewall and monitored via an Intrusion Detection System
Our servers are protected by an appliance firewall that provides secure access to the Web server and allows only authorized traffic to hit the server. It is combined with an Intrusion Detection System to monitor unauthorized access.
- NetAccess has an N-tier architecture
All financial transactions done via NetAccess are processed only by our integrated banking system found at the back-end of the NetAccess architecture. NetAccess acts as the front-end similar to a Teller less the cash drawer. For added security, maintenance by the back-end system and the NetAccess are handled separately. NetAccess does not store permanent financial data inside its database. Furthermore, its database resides in a separate physical server accessible only by the NetAccess system.
Scenario: Even if NetAccess was hacked, they still have to access the database lodged in a separate server, and the back-end system, which is not publicly accessible, so financial data is still secured.
- The NetAccess facility is hosted by a secure server.
Each page you view and any information submitted on NetAccess is encrypted between the client's computer and the NetAccess server using 128-bit SSL. It allows the server and client to authenticate each other and to negotiate an encryption algorithm and cryptographic keys before the application protocol transmits or receives its first byte of data. Even in the highly unlikely event that the transmission is intercepted, it will not be usable to anyone.
- Sensitive data is encrypted
Sensitive data such as the client's NetAccess password is encrypted using a one-way 160-bit hash cryptographic algorithm that turns an arbitrary-length input into a fixed-length binary value, and this transformation is one-way, that is, given a hash value it is statistically infeasible to recreate a document that would produce this value. Even if our password database falls into the wrong hands it would be hard for the intruder to recover user passwords. So when someone asks for their passwords, not even the administrator or the system can view the passwords.
- Decentralized activation of NetAccess accounts
Branches are given the authority to activate their respective client's accounts. It is more secure than automatically activating a NetAccess account via ATM PIN since these PINs are numeric 6 digits only. A NetAccess password can be alpha-numeric with a minimum six characters and doesn't allow passwords to be the same as the usernames.
- Redundant logging
NetAccess logs all transactions in its local database and back-end system also has its own independent logs of all transactions passed to it. If ever NetAccess missed a log (which is remote), the back-end system logs everything it receives, so we are assured of an audit trail.
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How do I know if I am visiting a secured Internet site?
Check the bottom part of your browser, there should be an icon signifying security e.g. padlock, also the protocol on the URL should display as https for secured HTTP.
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What happens if I forget my NetAccess Password?
You are only allowed 3 attempts to enter a password. If you forget your password, you need to request for a new password at service@eastwestbanker.com. A new password will be sent to you through your e-mail address specified in your enrollment form.
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What if I entered the correct User ID and password but still cannot access my account?
As an added security, NetAccess has a limit of 3 login attempts. Please make sure to close all browser instance before trying to login again on the fourth attempt. Since passwords are case-sensitive please check your CAPS LOCK button, you can try entering your password combination with the button enabled or disabled. Also, make sure you have signed-in under Personal if you are an individual client and Corporate if you are a corporate client. Should all else fail, you may send an email to service@eastwestbanker.com.
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Can I change my User ID and Password?
Only the password can be changed via the Sign-on screen.
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What happens if I don't log-off?
If you accidentally exit your browser without logging-off from the NetAccess, the system will disable your User ID for a few minutes before it is automatically made available again.
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What bills can I pay over NetAccess?
List of accepted institutions for bills pay
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Is there a cut-off time for payments?
The cut-off time is 12:00 midnight but we encourage that payments be done according to banking days/hours. Example, if payment was made on a Saturday, the transaction will be reflected as the next banking day's payment.
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What is my proof of payment?
When you pay your bills through our NetAccess, a reference number is provided as verification that your transaction was successful. You can also refer to the Bills Payment log to check all payments made. NetAccess generates printable Web Receipts, which you may use as proof that payments were already accepted by the system.
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What if I make a payment to the wrong payee? Can I cancel or stop the payment?
The system includes a pop-up confirmation before completing the transaction so the client has the option to cancel the transaction. If the client has accidentally confirmed a transaction, he/she should send an e-mail to service@eastwestbanker.com informing us of the error. Any reversal of payments will be subject to the Billers' approval since we are not allowed to debit from the accounts of our clients.
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Can I add accounts to my Internet Banking profile?
Yes, from the "My Portfolio" page, there is a link for maintenance of accounts but all additional enrolled accounts are subject to verification. Modification of the description of accounts is also included in this option.
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In case of "OR" account, do all accountholders have access to the account?
Yes, but this is not allowed in "AND" accounts.
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Can I transfer funds to other accounts not belonging to my name?
Yes, click on the "Unrelated Accounts" link and create the account by keying in the account number. For security purposes, the unrelated account/s will be activated only after 48 hours from creation.
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Can I view transactions in all accounts through NetAccess?
Yes, you can view your transaction history in all your accounts as far as two months back.
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How can I update information about myself?
Any change in account details or updates in information about your personal circumstances such as change in address, marital status, etc. should be coursed through your PBC of account. Your branch of account shall forward the change in information to the Systems Administrator of NetAccess.
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What is EastWest Bank's RSS feed and how will it help me?
RSS stands for Really Simple Syndication or RDF Site Summary. It is a relatively new way of getting updates from a particular site through feeds and is a convenient way of syndicating content. You may get these updates through an RSS reader such as SharpReader and FeedDemon or via the web just by adding this URL to your preferred reader: http://www.eastwestbanker.com/rss. Once you have subscribed to EastWest Bank's RSS feed, you will receive up-to-date rates and information automatically.
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