Lost or stolen SIM, phone, or device
Report a lost phone or SIM immediately to protect your account. You can do this using a spare phone or a trusted friend’s device.
To block your account:
- Open the GCash app.
- On the login screen, tap Help Center.
- Tap "Lost SIM/Phone" under Quick Help.
- Tap Chat with Gigi and follow the steps.
Note:
The steps will not work if you're chatting with Gigi using a browser (e.g. Google Chrome or Safari). For your security, use the GCash app to chat.
For your safety, your account will be blocked within 4 hours. You will get an email update from us once done.
What to do next?
After blocking your account, choose one of the options below to get back to your funds:
| If you want to... | Then... |
|---|---|
| Keep your old number | Get a SIM replacement by contacting your network provider |
| Use a new number | Register a new GCash account using your new mobile number |
To recover your funds or access your account:
With your new phone, chat with Gigi again to unblock your account or request for transfer of funds.
- Tap “Chat with Gigi” and follow the steps. Gigi will create a support ticket for you.
- Once the ticket is created, we will review your request. Please check our reply, which will be sent within 48 hours.