FAQ: I can't log into the app. What should I do?

I can't log into the app. What should I do?

If you are not able to log-in to the CIMB Bank PH app, it could be due to one of the following reasons:

1) Your username and password are incorrect. If you have forgotten your username or password, tap "FORGOT?" on the login page to reset your password or retrieve your username.

2) You may have not gone through the Device Change process. Upon login to a new device, you will be prompted with the Device Change screen. Once confirmed, you will automatically be redirected to the verification process.

The Customer Verification process requires customers to upload a valid government-issued ID and complete a selfie verification to confirm their identity and keep their account information up to date.

3) If you have failed the virtual verification for 3 consecutive attempts, two things may happen:

a) If you were signing up for the first time as a CIMB Bank customer, you may be required to create the account from the start as your username and password will not be recognized anymore.

b) You may be prevented from opening an account due to the invalidity of your ID submitted.

4) Your access may be blocked due to the accounts you've created under different sets of credentials. CIMB Bank PH only allows for accounts to be created under a single set of credentials per customer.