Account and OTP
I didn't receive the OTP. Check that your mobile number and email are typed correctly, look in your spam folder, and wait a few minutes before asking for a new code. Weak signal can delay SMS: try again where your reception is better.
I forgot my password. Use the password reset on clearance.nbi.gov.ph. Don't create a second account if you can recover the first one: renewals rely on your existing record.
Payment
I paid but my status isn't PAID. Some channels take time to post. Keep your receipt and check again later. Don't pay a second time until you've confirmed the first payment failed.
I paid the wrong amount or my payment failed. Check your wallet or bank history first. If the money left your account but the status never updates, contact NBI clearance inquiries with your receipt: (02) 8524-1277 or clearance@nbi.gov.ph.
Booking and schedule
No available slots. Try other branches (there are 162 NBI offices) or later dates. Slots free up as others reschedule.
I missed my schedule. The NBI gives a 15-day grace period after your payment status turns PAID. Visit within that window.
Wrong details
I typed my name or birth date wrong. If you haven't paid yet, correct it in the form. If you've already paid, tell the officer at the branch when your details are shown on the monitor, before the clearance is printed.
My name changed after marriage. Apply with your current name and bring documents that show the change, such as your PSA marriage certificate. Quick Renewal isn't available if your personal details changed.
HIT
I got a HIT. It means your name matched a record and must be checked by hand. Return after the 5 to 10 working days given, with no extra fee. See what a HIT means.
Renewal
Quick Renewal says it can't find my record or my information is invalid. Check the details against your old clearance exactly. Quick Renewal is for clearances issued from 16 October 2016 onward with no change in personal details. Some older records may still need a branch visit, so if the portal won't accept it, apply the regular way.
I lost my old clearance. Log in to your NBI account to find your previous application. If you can't, apply as a regular applicant and visit a branch.
Still stuck?
Official NBI clearance inquiries: (02) 8524-1277, 0939 150 2880, clearance@nbi.gov.ph (Monday to Friday, 7:00 AM to 5:00 PM).