Mobile FAQ Frequently Asked Questions

Q1: What is the EastWest Mobile Banking App?
The EastWest Mobile Banking App is an electronic application. With this app, you can conveniently and securely monitor your EastWest account/s and perform various banking transactions (e.g. Pay Bills, Move Money, Send Money, etc.) using mobile devices such as smartphone, phablet, and tablet.

Q2: Do I have to be enrolled in EastWest Online to use the EastWest Mobile Banking App?
Yes, but if you’re not yet enrolled, you may:

Enrollment is free and automatically activated. All you need are the following:

  • Active Debit/ Prepaid Card or Credit Card
  • Mobile #
  • E-mail Address

Q3: Where can I download the EastWest Mobile Banking App?
The app is available for download only from Apple App Store and Google Play Store.

Q4: Is the EastWest Mobile App free to download?
Yes, it is free to download.

Q5: Is the EastWest Mobile App free to use?
Yes, you can use the app for free! You need an internet connection for your mobile device.

Q6: What type of internet connection do I need for the EastWest Mobile App?
You need a 3G, 4G or LTE data plan, or Wi-Fi connection to use the app.
For financial transactions like online banking (i.e. Bills Payment & Fund Transfer), we strongly advise you to avoid using public Wi-Fi connection as most Wi-Fi hotspots are not secure. These hotspots don’t encrypt the information you send over the internet which could lead to identity theft.

Q7: What type of mobile devices can I use to run the App?
The EastWest Mobile Banking App will run on any smartphone or electronic device with these minimum operating systems:

  • IOS 8 or higher
  • Android Lollipop or higher is recommended

For security, please do not install the app on a “jailbroken” iPhone or a rooted Android device. For additional protection, you may want to install mobile antivirus protection and keep your software updated.

Should you decide to use a tablet or an ipad, note that EW Mobile is optimized for portrait viewing only.

Q8: Can I install the App on multiple mobile devices?
Yes, you can install the app on all your mobile devices. For your protection, you can only log in to one device at a time.

Q9: What transactions can I do on the App?
With the EastWest Mobile Banking App, you can:

  • Check your balance
  • View Transactions
  • View Time Deposits
  • View Credit Cards
  • Move Money (From own EW CASA/Prepaid to own CASA/Prepaid account)
  • Send Money (From own EW CASA/Prepaid to 3rd Party EW CASA/Prepaid, other Bank account)
  • Manage Payees
  • Manage Billers

Q10. What are the transaction charges?
Most of the transactions are free. Just like any other bank, the only transaction that has a charge is funds transfer to other bank:

  • Send Money to a local bank: Php100/transaction
  • Send Money to a bank abroad: US$10 to US$45/transaction

Q11: How do I log in to the EastWest Mobile Banking App?
Simply use your EastWest Online login credentials.

Q12: Why am I getting these messages whenever I login on the App in a different location or mobile device?

  • “You are logging in from a new location… Please input your answer to the Security Question…”; or
  • “You are logging in from a new device… Please input the One-Time Password…”

These notifications are added security features of EastWest Online to help safeguard you against fraud. They appear when you first use the EastWest Mobile Banking App on your device. Simply input the one-time password (OTP) sent to your registered mobile device or answer the security question you nominated on EastWest Online.

Q13: Will I be required to use a One-Time Password (OTP) to complete a transaction in the app?
Yes, as an added layer of security protection, the EastWest Mobile Banking App also uses OTPs to authenticate and complete financial transactions. Aside from this, OTP is also being sent to complete update of contact information, reset of password and update of security questions during single sign-on. As with EastWest Online, the OTP will be sent to your registered mobile number. So, it’s very important that the mobile number you are currently using is updated in our records.

Q14: Will I see all my EastWest accounts in the app, similar to EastWest Online?
Yes, the list of accounts on EastWest Online will be the same on the EastWest Mobile Banking App.

Q15: If I open a new EastWest account, do I need to enroll this account in the App?
No, you don’t need to enroll your new account as it will be automatically linked to your online account.

Q16: Why can’t I see all of my accounts?
If there are accounts that are not displayed on EastWest Online and the EastWest Mobile Banking App, please visit your store of account and fill out a form to link these accounts to your online account.

Q17: Can I see and use all my registered billers and beneficiaries on EastWest Online on the Mobile Banking App as well?
Yes, all your registered billers and fund transfer beneficiaries on EastWest Online will be available on the app. This provides you with a seamless user experience across all our channels.

Q18: How will I know if the App I downloaded is the genuine App developed by EastWest Bank?
Before you download the EastWest Mobile Banking App, please check these:

  • The name of the app is EastWest by East West Banking Corporation
  • “You are logging in from a new device… Please input the One-Time Password…”

Apps with another name or variations in spelling are unauthorized versions.

Q19: What should I do if I forget my password?
If you forgot your password, you can create a new password using EastWest Online’s Self-Service Facility. Please go to https://personal.eastwestbanker.com, then click on the “Forgot Password” link, then the “Reset Password” link.

We recommend you create a strong password with at least 8 characters composed of alphabetic (uppercase and lowercase), numeric and special characters. Your password should be one that you could easily remember but others would not be able to guess.

Q20: What should I do if I forget the answers to my security questions?
If you forgot the answers to your security questions, you can nominate new security questions and answers using EastWest Online’s Self-Service Facility. Please go to https://personal.eastwestbanker.com, then click on the “Update Credentials” link, then the “Update Security Question” link. You will be asked to provide three security questions and answers.

Q21: What should I do if I want to change my mobile number?
If you want to change your mobile number, you can do so using EastWest Online’s Self-Service Facility. Please go to https://personal.eastwestbanker.com" then click on the “Update Credentials link”, then the “Change Mobile Number” link.

Q22: What should I do if my mobile device gets lost or stolen?

  1. Report it to your telco company so they can block the SIM.
  2. Go to https://personal.eastwestbanker.com" to change your password and to update your registered mobile number. You need not update your registered mobile number if you choose to retain your original mobile number.
  3. Download the EastWest Mobile Banking App on your new mobile device.

When you first log in to the EastWest Mobile Banking App using your new mobile device, you will be required to register this device by providing the correct answer to your security question.