Account is on hold
If you see the prompt “Your account is on hold,” select the scenario that applies to you.
If you are trying to access an existing account
Step 1: Check your email
Check your inbox or spam folder for an email from GCash.
- If you received an email with the subject [NOTICE] Account Deactivation in accordance with the Suspension or Deactivation of GCash Account or Card section of our Terms and Conditions, click here to learn what you need to do next.
- If your account was not fully verified within 12 months of creation, click here to learn more and get help with your account.
If you did not receive any email, proceed to Step 2.
Step 2: Check for an SMS from GCash
Check if you received an SMS from GCash:
“Hi! Your GCash account was put on hold due to routine verification. This is following GCash's Terms and Conditions.”
If you received this SMS, click here to contact support. Our team will reach out to you within 24 hours via email.
Still need help?
If you did not receive any email or SMS, chat with Gigi, type “Account on Hold,” and follow the steps to get help checking your account.
If you are trying to register with GCash
If you are about to create an account using your new number but encountered this prompt, click here for help.