Frequently Asked Questions  


General Information

What is WRS ?
Who can use WRS?
Do I have to be a PNB account holder in the U.S. and or the Philippines to use WRS?
Does my beneficiary in the Philippines need to have a bank account with PNB?
Is there an advantage if my beneficiary is an account holder of PNB?
How do I use WRS?
How is my registration verified?
Can I add another US Bank Account(s) beside the one I used for registration?
Can I add another beneficiary(ies) beside the one I used for registration?
How can I send to a Global Filipino Money Card (GFMC) account?
What are the services available in WRS?
What are the transaction fees and charges in WRS?
When will the recipient receive the remittance transaction?
Is there a limit on the amount of remittance transaction?
Is there a cut-off time when sending a remittance transaction?
What confirmation do I get from WRS for my transactions?
Can I cancel my WRS transaction?
How can I track status of my WRS transaction?
Are WRS transactions reported to the US and or Philippine government?
How do I update my account information on WRS ?
How do I avail of WRS' customer service?
How do I contact WRS?

Registration

Where is my PNB Code?
Where is my Email Key?

Technical Information

I am experiencing problems with my browser, what do you recommend?
Does your site use "cookies"?
Why do I need to type a text from an image during sign-up?

Security

How secure is WRS?
Am I using a secured browser (128/256 bit SSL)?
What does WRS do with the information provided in the website?
Who can use my WRS account?
How do I change my password?
What do I do if I forgot my password?
Can my password be blocked?
What do I do if my password is blocked?
I cannot login, my password does not work?
What is anti-phishing phrase/word?

 

General Information

What is WRS ?
WRS is an acronym for the Web Remit Service. It is a remittance service provided by Philippine National Bank through PNBRCI that uses the Internet to serve its customers in the United States. It is a secure internet facility that allows customers to sign up online, send money from their U.S. Bank account to their beneficiary/ies in the Philippines and track status of their remittance in a safe, convenient and economical way.

Who can use WRS?
· US residents, at least 18 years old and able to form legally binding contracts under applicable law
· With a postal mailing address in the United States and a valid and active e-mail address
· Has a savings/checking deposit account with a U.S. financial institution

Do I have to be a PNB account holder in the U.S. and or in the Philippines to use WRS?
No. WRS is open to PNB account and non-account holders.

Does my beneficiary need to have a bank account in the Philippines or with PNB?
No. Your beneficiary may or may not have a bank account in the Philippines or with PNB.

If your beneficiary is a PNB account holder, you may choose to send by crediting his/her PNB account. Otherwise, you can select several other options:

· Door-to-Bank (Credit to your beneficiary's other bank account)
· Door-to-Door Delivery
· Advise and Pay Anywhere (remittance can be collected from any PNB branch)

Is there an advantage if my beneficiary is an account holder of PNB?
Yes. Remittances will be faster to complete and easier to track, if beneficiary is an account holder of PNB. Also, for beneficiaries with PNB USD account, they can receive remittances in USD.

How do I use WRS?
1. Register to WRS

  • Go to http://www.pnbrcionline.com/signup.
  • Accomplish the Sign Up for Membership page ensuring that those fields with an asterisk are filled up.
  • Read and Agree to the User Agreement
  • Register your US Bank account from where remittance money and fees will be coming from.
  • Register your beneficiary

2. Next day, Verify and Confirm account information.

  • Get your PNB Key Code from your US Bank account's electronic banking statement or by   calling your US Bank . The PNB Key Code comes with the 1 cent deposit made by WRS on  the US Bank account you registered earlier.
  • Log in to http://www.pnbrcionline.com using the Username and Password registered earlier.
  • Enter your PNB Key Code.

3. Send Money!

How is my registration verified?
To verify your identity and validate your bank account information, a penny ($0.01) will be deposited into your registered bank account above. This account validation process is only required once for setup.

Allow 2 Banking Days for the deposit to appear in your account. Afterwards, check your Bank Statement for this penny deposit. The deposit will contain the letters "PNB" followed by a 7-digit number. This number is your PNB Code Number.

You can check your bank statement by viewing it online or by calling your bank's customer service department.

Can I add another US Bank Account(s) to my WRS account beside the one I used for registration?
Yes. Once you are registered and accomplished the verification process for first time registrant, you can always login to www.pnbrcionline.com and click on Change Settings > Account. You will be able to add a new account by clicking the Add Account button. Each additional bank account is subject to the verification process the same process during the first time you register.

Can I add another beneficiary(ies) to my WRS account beside the one I used for registration?
Yes. Once you are registered and accomplished the verification process for first time registrant, you can always login to www.pnbrcionline.com and click on Change Settings > Beneficiary. You will be able to add a new beneficiary by clicking the Add Beneficiary button. Each additional beneficiary is subject to the confirmation process the same process during the first time you register.

How can I send to a Global Filipino Money Card (GFMC) account?
Please contact us at 1-800-PNB-8788 to get the 10-digit reference number associated with your GFMC account.

What are the services available in WRS?
You can send money to your beneficiary either by:

· Credit to a PNB account
· Credit to other bank account or Door-to-Bank
· Cash/Check delivery or Door-to-Door Delivery
· Advise and Pay Anywhere (remittance can be collected from any PNB branch)

For dollar-to-dollar remittances, beneficiaries should maintain a US dollar account with PNB or with any local commercial bank.


What are the transactions fees and charges in WRS?

Beginning August 1, 2008, you can send money starting from $3.48 for amount of up to $100. For a complete schedule of fees, please see: http://www.pnbrcionline.com/newrates.


When will the recipient receive the remittance transaction?

The funds can be received 2 banking days (US) after the date you authorized the debit to your account.


Is there a limit on the amount of remittance transaction?

Currently, there is a maximum limit of $1000.00 per transaction. We are still in the process of evaluating the risks associated for online remittance hence the limit.

If you need to remit more than $1000 you can initiate another transaction or you may visit one of our branches (see http://www.pnbrci.com for nearest branch).

.
Is there a cut-off time when sending a remittance transaction?

Remittances received before 4:00 pm Pacific Time are included in that day's transactions to be processed. Sending your transaction on or before this time will allow you to set a debit date equal to the next business day (non-federal holiday).


What confirmation do I get from WRS for my transactions?

When you complete your Send remittance transaction, a Reference Number is furnished for that remittance transaction. You will need this for inquiry purposes.

Can I cancel my WRS transaction?
You may cancel your WRS transaction within the same day you initiated the remittance before the cut-off time (4:00 pm PST). If cancellation is made after the ACH (Automated Clearing House) debit is made and funds have not been sent to your beneficiary, you must immediately contact WRS Customer Service at (888) 762-7363 attention the Branch Manager. If ACH debit has been done and funds have been sent to your beneficiary, PNB RCI will verify if funds have not been withdrawn or delivered to your beneficiary before any refund is made, net of charges incurred by said cancellation.

How can I track status of my WRS transaction?
You can always login to www.pnbrcionline.com and click on Status. You will be able to track the status of all your remittances sent.

Are WRS transactions reported to the US and or Philippine government?
Reporting of transactions are limited to what is covered by the US and Philippine Laws on anti-terrorism and anti-money laundering (i.e. US Patriot Act, OFAC). Some WRS transactions may be reported to US regulatory entities. These are transactions that aggregate U$3,000 over a period of thirty days.

How do I update my account information on WRS ?
To change profiles, the user logs into the site: http://www.pnbrcionline.com/login then on the menu, the user can click "Change settings" to (a) add or edit bank account; (b) add or edit beneficiary; and (c) change password. The user has to validate each bank account added and confirm each beneficiary added.


How do I avail of WRS' customer service?
You may contact the following, either by email, telephone or postal mail:

WEB SUPPORT ASSISTANT
PNB Remittance Centers, Inc. - Los Angeles Branch
316 W. 2nd Street, 7th Floor
Los Angeles, CA 90012
1-213-401-1378 / 1-888-PNB-SEND / 1-888-762-7363
E-mail: support@pnbrcionline.com

How do I contact WRS?
Send your questions, comments and inquiries via email to support@pnbrcionline.com .

Registration

Where is my PNB Code?
Please read carefully the instructions in the registration summary email. We will be depositing a penny ($0.01) on your US bank account (not a PNB Account in the Phil); this is your source of fund for sending money. So during registration, you type in the routing number & the account number of your US bank account. Check your bank statement (either online if you have access to your online banking or call your bank's customer service department) after 1 to 2 business days. This deposit will appear in your account containing the characters "PNB" followed by the 7-digit number as the description (memo, payee). The 7-digit number is your PNB authentication code. This step is necessary to safeguard your account from fraud and is only required once.

Example Bank Statement Entry:
Date              Description        Amount
2/14/2006      PNB1234567      $0.01
(In this example, the PNB Code Number is 1234567)
Note: You can check your bank statement by viewing it online or by calling your bank's
customer service department.

Once you have your PNB Code Number you can go to: http://www.pnbrcionline.com/login ,
login and type-in this 7-digit PNB Code Number.

Having trouble finding your PNB Code Number?
Email support@pnbrcionline.com or Call 888-762-7363.

Where is my Email Key?
Please read carefully the instructions in the registration summary email. The email key is indicated in the line below your email address.

Example:
Username: juanmasipag
Email: jmasipag@mydomain.com
Email Key: JJJ5E (next time you login, type-in this key to verify your email)

If you lost your email key or accidentally deleted your registration summary email, login to http://www.pnbrcionline.com, then click the link to generate for your new email key. The link can be found just below the prompt asking for your Email key. (Note: You will not be asked for your email key unless you have entered at least 1 bank account and at least 1 beneficiary.)

Technical Information

I am experiencing problems with my browser, what do you recommend?
If you are using MS Internet Explorer (IE) and experiencing a 'freezing browser' problem, we recommend that you do a 'Windows Update' . In IE go to Tools > Windows Update. If for some reason you cannot do a Windows Update, you can use other browsers.

WRS is optimized for use with Mozilla based browsers (Firefox, Safari).

Download free Firefox here: http://www.mozilla.com/firefox
Download free Safari here: http://www.apple.com/safari/download/

The site was also developed to be fully compatible with other popular browsers like MS Internet Explorer, Opera, and Safari. WRS was tested to worked properly with the following browsers:

MOZILLA - Version 1.6 (Mozilla/5.0; Gecko/20040113)
FIREFOX - Version 1, 2 and 3
INTERNET EXPLORER 2000 - Version 6.0.2900.1106
INTERNET EXPLORER XP - Version 6.0.2900.2180
NETSCAPE - Version 8.1 (Mozilla/5.0; Gecko/20060127)

OPERA - Version 8.53

SAFARI - 1.3.2 (v312.6; Mac OS X 10.3.9)
iPHONE - SAFARI
YAHOO SBC BROWSER - Version 5.01.02.409 (Internet Explorer 6.0.2900.2180)

Does your site use "cookies"?
We do not use "cookies". Although cookies reduce the time required to login, we opted not to use it for security purposes.

Why do I need to type a text from an image during sign-up?
The CAPTCHA-like image is incorporated as an enhancement feature to prevent robots for automated signups. CAPTCHA means Completely Automated Public Turing Test to Tell Computers and Humans Apart, see this page for more information.

 

Security

How secure is WRS?
WRS is a Thawte certified Authentic Site. It use Thawte SSL Certificate to offer secure communications by encrypting all data to and from the site. Thawte has checked and verified the company registration documents and the site's registered domain name. Thawte is one of the most established Certification Authorities worldwide.

Am I using a secured browser (128/256 bit SSL)?
Most newer versions of browsers are capable of industry standard 128 and 256 bit SSL encrytion.

For Internet Explorer with versions below 5.5 you may need to download and upgrade for High Encryption Pack to allow 128 bit encryption capability. Click here.

If you are using Windows 2000 and do not have the 128 bit high encryption level, you need to download and upgrade using the link below. Click here.


What does WRS do with the information provided in the website?

WRS uses the information you have provided to do account validation (with your US bank), identity check and in processing transactions on your behalf. WRS will NEVER give, share, or sell your identifying or financial information to any third party without your prior consent, unless WRS is required by law to do so. However, you may visit www.pnbrci.com and click on US Federal Privacy Disclosure Statement for more information.

Who can use my WRS account?
Registered users with username and valid password can use WRS .It is therefore very important that username and passwords are not shared with anyone else.

How do I change my password?
The user logs into the site: http://www.pnbrcionline.com/login then on the menu, the user can click "Change settings" to change password.

What do I do if I forgot my password?
If the user forgets his/her password, the user can change his/her password by clicking the "Forgot password" link on the login page or by directly going to this link: http://www.pnbrcionline.com/changepassword . For security reasons, a user who after more than three attempts incorrectly enters his/her password, he/she will be directed to a page to change his/her password.

Can my password be blocked?
Yes, if the Provider detects unusual activity using your password, or numerous attempts to access your account. Provider shall inform you by email to confirm if such transactions were authorized by you.

What do I do if my password is blocked?
If the password is blocked, the user can change his/her password by clicking the "Forgot password" link on the login page or by directly going to this link: http://www.pnbrcionline.com/changepassword . For security reasons, a user who after more than three attempts incorrectly enters his/her password, he/she will be directed to a page to change his/her password.

I cannot login, my password does not work?
Please READ CAREFULLY the following instructions before you call technical support:

At this moment, its either you forgot or not sure about your password or your temporary password does not seem to work.

A. If you FORGOT YOUR PASSWORD:
1. Go to http://www.pnbrcionline.com/changepassword and fill up required information to get your temporary password.
2. Sometimes you'll receive the email containing your temporary password instantly but wait for at least 2 minutes to retrieve it. The wait is sometimes longer for free emails (spam and virus filtering).
3. Proceed to B below:

B. If you have already your TEMPORARY PASSWORD:
1. To avoid typographical error, we recommend that you highlight the temporary password from your email and copy (CTRL + C).
2. Then on the login page, paste (CTRL + V) it on the password prompt.
3. You will be directed to a page to enter your new permanent password.

C. If your TEMPORARY PASSWORD DOES NOT WORK:
1. First, take note that the temporary password expires at midnight of the day you initiated retrieving it. If you have an expired temporary password, you need to repeat step A and B above.
2. If after logging in with the temporary password and the system keeps on directing you to 'Change Lost Password' page, this means that you entered an incorrect password more than three (3) times already and your temporary password is no longer valid. You need to repeat step A and B above.

What is anti-phishing phrase/word?
This is a tool that ensures any email message you receive with this anti-phishing word or phrase included, comes from a valid and trusted site. This will protect you from spoofers and spammers who will try to steal your account information by sending fake emails.. All official and genuine PNBRCI emails will bear this anti-phishing phrase, so please ignore or delete emails with no anti-phishing phrase at the very beginning of the email message.


 
 
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