Account was put on hold or restricted

GCash conducts regular monitoring of all customers’ transactions to ensure that there is no abuse or misuse of our services, in compliance with local regulations. If you are unable to log in, your account may have been restricted or put on hold due to the following: 

1. The information and documents you submitted, including those required for KYC, is/are fictitious, false, or forged; 
2. The Account is being used for fraudulent/suspicious transactions or unlawful activities or by an unauthorized person; 
3. The GCash Wallet is dormant. Wallets are considered dormant if they have no monetary activity or with zero (0) balance for at least six (6) months from the date of the last transaction; or 
4. GCash received an order from a governmental agency, court, law, or regulation to restrict your account.

GCash also has the right to hold the release of the funds in your GCash Wallet if your account is subject to an investigation or claim.

You may receive an email or SMS from GCash about your account and may be asked to submit documents or additional information. Please be guided accordingly below:

Account was restricted

If you received an email or SMS from GCash about the restriction done on your account, please click here to submit the following requirements: 

• Photos of 2 valid government-issued IDs
• Photo of the actual SIM or screenshot of the SIM number under phone settings (as proof of ownership)
• Selfie of you holding the ID and the SIM or of you holding the ID

Routine verification of account

If you received the following email or SMS from GCash: "Hi! Your GCash account was put on hold due to routine verification. This is in accordance with GCash's Terms and Conditions. To update your account, please submit a ticket." please click here to submit all the required documents below:

• Front and back photos of 2 valid government-issued IDs
• Selfie of you holding the 2 IDs
• Photo of your affixed signature using a ballpen on paper (wet signature)
• Proof of income (e.g. if employed: copy of ITR, payslip; if with business, proof of business registrations such as DTI certificate or barangay clearance)
• Proof of Billing (e.g. rental SOA, utility bills, credit card bills, or association dues)