My GCash account is on hold. How can I access my account?

If you encountered a prompt saying “Your account is on hold,” it may be due to any of the following:

  • Inactivity: If your GCash Basic account hasn’t been fully verified in the last 12 months, it will be deactivated.
  • Invalid Information: The information and documents you provided for verification may not be real or accurate.
  • Illegal Use: Your account might be involved in illegal activities or suspicious transactions, or it might be used by someone not authorized.
  • Legal Orders: GCash may have received instructions from a government agency or court to hold your account.
  • Inactive Wallet: If your GCash Wallet has had no transactions or a zero balance for at least 6 months, it’s considered inactive.


What to Do If Your Account Is on Hold

1. Check if you received an email

Double-check your GCash-registered email’s inbox or spam folder if you received an email regarding “Account Deactivation.” If you received this email, click here to ask for help to unblock your account. 

Once unblocked, you MUST Fully Verify your account. If you don't verify within 48 hours, it will be blocked again. 

 

2. Check for an SMS on routine verification

If you didn’t receive any email, 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.”

To access your account, click here to submit the following required documents:

  • Front and back photos of two valid government-issued IDs.
  • A photo of your signature on paper.
  • Proof of income (like your income tax return or payslip if employed; business registration if self-employed).
  • Proof of billing (like a utility bill or rental statement)

 

3. Chat with Gigi for more assistance

If you didn’t receive an SMS or email, Chat with Gigi and type ‘Account on Hold’ for help in checking your account. Please prepare the following requirements that Gigi will ask:

  • Photos of two valid government-issued IDs
  • A selfie with the IDs
  • A screenshot of your Phone/SIM Settings showing your GCash-registered number

 

Need more Help?

For other inquiries or concerns, check out the following articles:

 

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