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AUB Preferred Online Banking

1. Start from the official AUB website.
2. Open the Preferred Online Banking login page.
3. Enter your correct username and password.
4. If you are doing a bigger transfer, AUB may ask for a Security Token Code.

AUB Mobile or HelloMoney

1. Use the AUB Mobile App only for your AUB bank account.
2. Use HelloMoney only if your account is a HelloMoney wallet.
3. If HelloMoney locks you out, tap Forgot Password on the login page.
4. If you changed phones, test the official app path before assuming your whole account is broken.

What People Often Try

• They try HelloMoney when their real account is normal AUB online banking.
• They keep retrying the same bad password.
• They panic when a transfer step asks for a Security Token Code.
• They open a link from a message instead of going to AUB directly.
• They wait too long after losing an ATM card.

What To Do Instead

• Work out first if your account is AUB Preferred Online Banking or HelloMoney.
• If HelloMoney is locked, use the built-in Forgot Password path.
• If your AUB password is wrong, stop guessing and contact the bank.
• If the app fails, test the website once so you know if the problem is app-only.
• If your ATM card is lost, block it fast through the AUB hotline.

Troubleshooting Tips

• If you are locked out of HelloMoney, AUB says to press Forgot Password on the app login page.
• If your problem is only in the app, test the official website too before blaming your account.
• If you are sending over Php50,000 through supported transfers, make sure your security-token step is ready.
• If a transfer failed, note the amount, time, and reference before calling support.
• If your issue is still unclear, ask AUB whether it is a password problem, a device problem, or a fraud problem.

Security Tips

• Only sign in from the official AUB website or official AUB apps.
• Do not trust surprise texts or emails asking for your username, password, or OTP.
• If your card is lost, call the bank right away instead of waiting.
• If you think somebody used your account without permission, treat it as urgent.
• Do not share the Security Token Code with anyone.

What AUB Says

• Official complaint policy quote: AUB complaints are handled by a dedicated team called AUB Customer Care. [AUB Complaints Handling Policy, accessed March 8, 2026]
• Official complaint policy quote: AUB follows a five-step process for complaints and inquiries. [AUB Complaints Handling Policy, accessed March 8, 2026]
• That matters because stuck users often need more than generic advice. They need the case moved and resolved.

What To Do If Support Feels Too Generic

• Write down whether the issue is AUB Online Banking, AUB Mobile, HelloMoney, a transfer, or a lost card.
• Write down the time, amount, and reference number if money is involved.
• If the first answer is too general, ask what exact next step AUB wants you to take.
• If the issue is still not fixed, ask for it to stay open as a formal complaint or inquiry case.

Main Help

• Customer Care: (632) 8282-8888
• Domestic toll-free: 1-800-10-282-8888
• Email: [email protected]
• After office hours lost ATM card blocking: 8282-8888 then choose Option 1
• HelloMoney email: [email protected]

What To Say On The Call

• Say whether your problem is AUB Online Banking, AUB Mobile, or HelloMoney.
• Say if you forgot your password or got locked out.
• Say if a transfer failed and give the reference details.
• Say right away if your ATM card is lost or you think fraud happened.