Account is on hold

If you can’t log in to your own account because of the error “Your account is on hold,” follow the steps below to troubleshoot and get back into your account.

If you can’t create a new account because it says it’s on hold, refer here.

Step 1: Check your email

Check your email’s inbox or spam folder for an email from GCash.

• If it says [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 more about what you need to do.
• If it’s because your account was NOT fully verified within 12 months of creation: Click here to learn more and get help with your account.

If you didn’t receive any email, go to the next step.

Step 2: Check for an SMS from GCash

Check if you received an SMS from GCash that says: “Hi! Your GCash account was put on hold due to routine verification. This is following GCash's Terms and Conditions.”

If yes, click here to contact support. Our support team will get back to you within 24 hours via email.

Still need help?

If you did not get any SMS or email, chat with Gigi, type ‘Account on Hold,’ and follow the steps for help in checking your account.