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How to view and update details of your Account

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Frequently Asked Questions
> What is EastWest Online?
 

    EastWest Online is EastWest Bank's online banking platform. With its additional features and enhanced security, you can bank with confidence anytime, anywhere.

+ What are the features of the EastWest Online Banking?
 

    EastWest Online features a straight through customer self-service enrolment process. No need to fill & submit enrolment forms to a bank branch or activate online banking through an ATM. The portal also allows the resetting of passwords, change of mobile number, among other things. EastWest Online also comes with foreign and local currency interbank and international fund transfers. Account management options are also available. Account transaction histories can be downloaded in a variety of formats with a click of a button and stop payment orders for non-negotiated checks can be placed. Enhanced security is in place through the implementation of One Time Passwords (OTPs) for transaction authentication and Security Questions for account detail maintenance.

+ What are the functionalities of EastWest Online?
 

   The following functionalities are currently available:

  • Straight through enrollment using debit, credit or prepaid card
  • Customer self-service password reset, retrieve username
  • Enhanced security features (OTPs & security questions)
  • Deposit and loan account details (balance, transaction history for the last 3 months)
  • Beneficiary enrollment and fund transfers to EastWest, local & international bank accounts
  • Biller enrolment & maintenance, payment
  • Apply/create time deposits with funds sourced from your existing deposit accounts
  • Update of mobile number and security questions
  • Change e-mail address
  • Stop payment order for issued, reported lost or stolen checks
  • View credit card account summary
  • Convert unbilled credit card purchases to installment
  • Download credit card e-SOA

+ Can I update my contact information in the new online banking?
 

    Yes, you can update your mobile and email address real-time in EastWest Online using the Self-Service Facility or through the Change your Details and Preferences link when you are logged-in. You may also call the 24-Hour Customer Service Hotline at 888-1700.

+ What do I need to enroll in EastWest Online?
 

   You must have an EastWest Debit Card, Prepaid Card or Credit Card. Your email address and mobile phone number must also be current in your store-of-account. If they need updating, please go to your store of account or call 888-1700 or email cards@eastwestbanker.

+ How do I enroll other accounts not linked to the debit card or credit card I used during EastWest Online enrollment?

   There is no need to enroll your other accounts (deposit, credit card and loan) that are linked to your customer information file (CIF). When you enroll one account in EastWest Online, all other accounts belonging to the same CIF will be accessible in EastWest Online.

+ How come my other accounts are not displayed in EastWest Online?
 

   "For deposit accounts, the reason may be because the account is linked to your other CIF    For credit cards, it may be because of the following:

  • Your profile in deposit account and credit card system does not match
  • The status of your card is either not yet activated, blocked, etc.
  • You may use the self-service facility of EastWest Online to manually link your credit card.

+ Will my accounts in my other CIF linked to the same debit card CIF I used during EastWest Online enrollment be displayed?

   No, only those accounts under your own CIF will be displayed. If these accounts are owned by you but are still not showing, you may proceed to your store of account to have these accounts merged under your primary CIF.

+ How can I enroll my accounts in my other CIF linked to the same debit card CIF I used during EastWest Online enrollment?

   If you are the owner of these accounts, you may proceed to your store of account to request these accounts to be merged under your CIF.

+ Do I still have to enroll my newly-opened accounts in EastWest Online?
 

   You don’t have to enroll your newly-opened accounts as these will be automatically displayed in your online banking “Account Summary” page when you log-in.

+ Can I transfer funds in EastWest Online?
 

   Yes, you can transfer funds between your own accounts through the Move Money Function and to added fund transfer beneficiaries in EastWest Bank, other local banks and international banks through the Send Money Function.

+ How can I enable my locked User ID?
 

   To unlock your User ID, you can use “forgot password” or “update credentials” then click on the “reset password” link. Upon successful change of your password, your User ID will automatically be unlocked by the system.

+ I am a sole-proprietor client of the bank, why can’t I access my account in EastWest Online?

   For business and corporate accounts, you will need to access your accounts through EastWest Online Corporate. To enroll/reactivate EastWest Online Corporate (if previously a user of our legacy system: Net Access), please visit your store of account. You will be requested to personally fill-out and sign enrollment forms. This modification to your online access is part of our efforts in complying with regulations on retail internet banking transactions as well as providing enhanced features to further cater to your needs.

+ I made a transaction using my joint account, why am I not getting any notification?
 

   For security reasons, EastWest Online has limited the sending of notifications and alerts only to the primary owner of the joint account.



Telephone
  Customer Service Hotline   888-1700
  Customer Service   service@eastwestbanker.com

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