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| Frequently Asked Questions
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| What is Prepaid Cellphone Reloading?
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| Prepaid Cellphone Reloading is a facility that allows you to reload airtime credits into your own or someone else's Globe Prepaid Handyphone or TM phone.
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| 2.
| Who can avail of Prepaid Cellphone Reloading?
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| The facility is readily available to all BPI, BPI Family Savings Bank, and BPI Direct Express Teller ATM cardholders. Clients may reload prepaid cellphones via any Express Teller ATM, Express Mobile, Express Online, or Express Phone (89-100).
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| Reloading via Express Teller ATM or Express Mobile does not require pre-enrollment of destination cellphone numbers. However, Express Phone (89-100) and Express Online require pre-enrollment of the destination cellphone numbers. To enroll in Express Phone, client may either visit his branch of account or call 89-100 and dial 0 to talk to a Phonebanker.
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| To enroll in Express Online, client follows these steps:
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| log on to Express Online account
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| go to Payments and Reloading menu
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| choose Prepaid Phones then Enroll Prepaid Phones
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| fill in required fields
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| hit Submit/Continue button
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| hit Submit/Print button
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| sign and mail the enrollment form to:
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| | BPI Fulfillment Banking, 8/F, BPI Card Center,
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| | 8753 Paseo de Roxas, Makati City
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| 3.
| How do I reload prepaid cellphones?
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| If you are using an Express Teller ATM, you can reload by choosing "Special Services" in the transaction menu. Then, choose the "from account" to identify which account will be debited to fund your reload. Enter the pre-denominated transaction amount then enter the prepaid cellphone number you wish to reload. The ATM will present a screen to confirm the information keyed in. Once you confirm, a text confirmation message will be sent to the prepaid cellphone you reloaded.
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| If you are using Express Mobile, choose Reload from the Express Mobile menu. Key in 6-digit MPIN. Select whether Globe or TM. Choose the desired denomination. Select Enter Account. Key in the source account key and prepaid cellphone number you wish to reload. Once you confirm, a text confirmation message will be sent to your cellphone and to the prepaid cellphone you reloaded.
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| If you are using Express Phone, dial 89-100. Press "1" for Express Teller. Key in 11-digit access number and Telephone Identification No. (TIN). Then choose "6" for Express Prepaid and follow the instructions of the Interactive Voice Response System (IVRS). Wait for the text message advisory.
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| If you are using Express Online, choose Payments and Reloading. Click on Prepaid Phones then Reload Enrolled Prepaid Phones. Choose the account to be debited, the cellphone number you wish to reload and desired denomination, then click the "Submit" button. A confirmation screen will be displayed. Once you confirm, a text confirmation message will be sent to the prepaid cellphone you reloaded.
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| 4.
| How much can I reload?
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| For Globe Prepaid Handyphone, you can choose from the four pre-denominated amounts of PhP 100, 250, 500 and 1,000.
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| For TM, you can choose from two pre-denominated amounts of PhP 200 and 400. Plus special denominations of PhP100 and 1,000 via Express Mobile.
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| The higher the load, the longer the expiration and more free SMS messages!
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| 5.
| Can I reload someone else's prepaid phone number?
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| Yes, you can. Since enrollment of the destination cellphone number is not required for reloading via Express Teller ATMs and Express Mobile, you can reload any Globe Prepaid Handyphone or TM phone. Just make sure you key in the correct cellphone number.
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| When reloading via Express Phone or Express Online, you must enroll the destination cellphone numbers. Once you have done this, you may reload as frequently as you wish.
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| 6.
| How will I know if my reload transaction was successful?
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| If you made the transaction via ATM, you will receive a transaction record indicating the reload value, the cellphone number reloaded and your deposit account balance.
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| For reload transactions made via Express Mobile, a text confirmation message will be sent to your cellphone and the prepaid cellphone you reloaded.
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| For reload transactions made via Express Online, you will get a confirmation page with the confirmation number.
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| For Express Phone (89-100), an acknowledgement number will be given to you and a text confirmation message will be sent to the destination prepaid cellphone.
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| 7.
| How will I know if the prepaid cellphone got reloaded?
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| Whether you reloaded via the ATM, Express Mobile, Express Phone or Express Online, a text message advisory from Globe will be sent to the prepaid cellphone you reloaded. The message will indicate the cellphone number, reload value, date, time and trace number of the transaction. The updated prepaid account balance may also be checked by calling 222 (Globe Prepaid Handyphone) or 802 (TM) using the cellphone you reloaded.
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| 8.
| What if the text message advisory is not received?
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| Using the cellphone you reloaded, call 222 (Globe) or 802 (TM) to check if reload amount has been credited. If not, please call Globe's 24-Hour Call-In Service at 730-1000, or TM's Customer Service at 730-1500 to report the incident.
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| 9.
| What if I entered an invalid prepaid cellphone number or a cellphone number that is not what I intended to reload?
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| If you key in a postpaid or an invalid cellphone number on the ATM, request will not be processed. You will receive an ATM error message of "7501 - You have no record with us." Similarly, postpaid and invalid cellphone numbers will be rejected by Express Mobile.
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| It may also happen that you key in a valid cellphone number but it is not what you intended to reload. When this happens, press "Clear" if you are using an ATM and you will be prompted to enter the prepaid cellphone number again. If you are using Express Mobile or Express Online, click "Cancel" when you get the message asking for confirmation.
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| If you failed to correct the cellphone keyed in and you confirmed the transaction, then that "incorrect" cellphone number will be reloaded and the amount will not be credited back. To avoid this from happening, kindly make sure that you enter the correct details and always review the information you keyed in before confirming the transaction.
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| 10.
| Can I cancel a reload transaction?
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| Once you have confirmed the transaction, you may not cancel it anymore.
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| 11.
| Is there a service fee for using the prepaid loading facility?
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| Prepaid cellphone reloading is free of charge. Only the amount you reloaded into the destination prepaid cellphone will be debited from your account.
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| For transactions made via Express Mobile, Globe will charge a transaction fee of PhP 2.50.
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| 12.
| What deposit accounts are eligible to use for prepaid reloading?
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| All your BPI, BPI Family Savings Bank or BPI Direct Savings and Checking accounts that come with an Express Teller ATM card are eligible to use for prepaid reloading via the ATM. For Express Online and Express Mobile, your enrolled savings or checking accounts are accepted.
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| In accessing prepaid cellphone reloading via Express Online and Express Mobile, you will be prompted to choose which account will be debited to fund your reload transactions. If you are using the ATM, the deposit account linked to your Express Teller ATM card will be the one debited.
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| 13.
| Can I use my credit card to reload prepaid cellphones?
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| Yes, you can use any of your credit cards (except for Mini Edge MasterCard and eCredit Card) to reload your prepaid cellphone via Express Teller ATM.
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| 14.
| Is there a limit to the number of times I can reload?
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| As a security feature of Express Online, you may reload a maximum of twenty (20) times per day. For transactions via ATM, Express Mobile and Express Phone, there is no limit to the number of times you may reload.
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