Also, you continue to perform standard functionalities such as: View account balance and details Bills payment and fund transfer

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1 What is Metrobank Mobile Banking? This is Metrobank's enhanced mobile banking channel which allows you to do various banking transactions conveniently using your mobile phone or tablet anytime, anywhere. What are the features available in Metrobank Mobile Banking? With the new Metrobank Mobile Banking, you can enjoy the following new features: Peer-to-Peer (Third Party Accounts) Enrollment for faster transactions among family and friends Scheduled Fund Transfer and Bills Payment transactions Checkbook Re-order Transfer to Mobile wherein you can facilitate fund transfer via mobile number (recipient must be Metrobank Mobile Banking registered) Send/Request Money for easier facilitation of fund transfer (recipient of request will only need to authorize the transaction) Send/Request Mobile Prepaid Load Also, you continue to perform standard functionalities such as: View account balance and details Bills payment and fund transfer Even when you don t have an account with us, you can still access the app for the following: Forex rates Latest news on financial and stock markets Car and home loan online application form Car and home loan calculator Latest promotional offerings Is Metrobank Mobile Banking available 24 hours a day? Yes. Metrobank Mobile Banking is available 24 X 7. Can I still use my existing Metrobank Mobile Banking app? The old Mobile Banking System will no longer be available. In relation to this, we encourage you to use the new Metrobank Mobile Banking and take advantage of its new features, as we will soon move all users to the new app

2 Will the Metrobank Mobile Banking app work even if I m overseas? Yes, for as long as the Philippine-issued mobile number you have registered when you signed up is activated for international roaming. This is needed in order for you to receive notifications and One-Time Passwords (OTPs) for secured banking transactions. Who may enroll in Metrobank Mobile Banking? Metrobank Mobile Banking is available to all individual Metrobank clients with the following: Deposit accounts (Peso and Foreign Currency). For joint OR accounts, only the primary accountholder can enroll online. To check if you are the primary accountholder, please coordinate with your branch of account. Nonaccountholders can still install the app and enjoy features stated above. An active mobile subscription (pre-paid or post-paid) to any of the local providers (Globe, Smart and Sun), and their sub-brands/affiliates (Talk and Text/TNT, TM, ABS-CBN mobile, etc.). This is where the One Time Password (OTP) will be sent to validate your registration. An active address. You will receive a temporary password through your registered address in order to enroll. This is also where you will be receiving notification messages when you start using the facility such as approval of requests, transaction notices, maintenance schedules and service updates. Why do I have to enter my ATM pin to enroll? The ATM PIN is needed to authenticate your account when you enroll in Metrobank Mobile Banking. Can I enroll my passbook account? You need to first enroll a card-based account (Debit, ATM Savings, Credit Card) in order to add your passbook account. I didn t receive my temporary password. Until when is it valid? What should I do? Kindly check if the correct address was entered. If correct, kindly click on Forgot Password on the login page. You will receive another password in your registered address. Kindly note that a temporary password is only valid for 2 calendar days after sign-up. If you fail to log-in within 2 days, your user id will be deleted. Do One-Time Passwords (OTPs) have a validity period? Yes. For security reasons, the OTP is valid only for 5 minutes. If you are unable to enter the OTP within this time, you may click on Resend so another OTP will be sent to you.

3 If I change my mobile phone, can I still use Metrobank Mobile Banking? Yes. Kindly call our Contact Center hotline in order to deactivate your previous registration in Metrobank Mobile Banking. Once it is deactivated, you may download the app on your new mobile phone and register once again. You need to call our Contact Center hotline to reactivate your account. What should I do in case my mobile phone gets stolen? Kindly call our Contact Center hotline to deactivate your previous registration in Metrobank Mobile. Once deactivated, you may download the app on your new mobile phone and enroll once again. Call our Contact Center hotline to reactivate your account Can I enroll my foreign currency account/s in Metrobank Mobile Banking? Yes, you may enroll your foreign currency account/s in Metrobank Mobile Banking for inquiry/viewing purposes only. Fund transfer to/from a foreign currency account is not yet available. Why do I keep getting Account Invalid or Does not Exist when I enroll my account? Kindly check status of account. You can only enroll accounts that have active status. Can I install Metrobank Mobile Banking app in multiple devices? Yes. You can download the app in another device and login using your user ID and password. To register your second/nth device, simply enter the One-Time Password (OTP) that is sent to your first device. I didn t receive my OTP. What should I do? Kindly click the Resend button to resend OTP. If you still haven t received the OTP, please do the following: Check if correct mobile number was entered. Check if there s a strong telco network signal on your phone. If you still haven t received the OTP, kindly close the app and try to transact again after 10 minutes. Why do I keep getting Processing error when I enroll my account? Kindly check if you are properly connected to the internet. If you are connected but still getting the error, please close the app and try to access Metrobank Mobile Banking again after 10 minutes.

4 Why is my Metrobankdirect Online username and password not working? Can I use it to log in to Metrobank Mobile Banking? No. You have to create a different username and password in Metrobank Mobile Banking as this resides in a different platform from that of Metrobankdirect Online. Is there a fee to use Metrobank Mobile Banking? Using the app is free though data charges from your local mobile service provider may apply. Below are fees & charges related to financial transactions facilitated through Metrobank Mobile Banking: What are the daily limits for financial transactions in Metrobank Mobile Banking? How secure is it to do banking transactions via Metrobank Mobile Banking? We adhere to the best security practices by using different tools, methods and processes to protect your account information and banking transactions: Firewalls are used to prevent any unauthorized access to information All messages go through an encryption process to ensure its security Devices used to access Metrobank Mobile Banking are authenticated User logs in using his nominated user ID and password and SMS notifications are sent for critical transactions such as Adding a Peer/Enrolling a Third Party Account, Request Payment, etc.

5 What should I do if I forget my User ID? Kindly call our Contact Center Hotline at (63 2) or (Domestic Toll-Free Hotline: ) What should I do if I forget my password? You can request to reset your password or unlock your Metrobank Mobile Banking profile by tapping on Forgot Password. You will be asked to enter your User ID or e- mail address. An containing the password reset link will be sent to your address. The reset link is valid for 5 minutes only. What should I do if I keep getting No internet connection when I try to enroll? Kindly check if you are properly connected to the internet. If you are connected but still getting the error, please close the app and try to access Metrobank Mobile Banking again after 10 minutes.