I did not receive my buy order or sell order in my GCrypto Account

Your GCrypto transactions (Buy Order or Sell Order) may be missing due to a GCash or PDAX downtime during your transaction. 

If you did not receive the funds after 2 business days, you can submit a ticket in the Help Center. 

When filing a ticket, follow these steps:

Step 1: Submit a ticket in the Help Center. A GCash representative will get back to you within 24 hours after submitting a ticket. 

Step 2: Input your GCash-registered email address, full name, and mobile number 

Step 3: Select GCrypto > My Sell Order did not reflect in my trading wallet or My Buy Order did not reflect in my GCrypto Account as your concern category

Step 4: Enter the Reference Number

Step 5: Input the Date of your Transaction 

Step 6: Input the amount of the transaction

Step 7: Tap Submit