Did not receive money from Express Send

Use this guided flow if the recipient says they did not receive money from your GCash transfer.

How was the money transferred?

Bank to GCash GCash to bank GCash QR / QRPH payments Remittance to GCash GCash to GCash

Is the recipient number correct?

Double-check the number you sent money to.

Yes, the number is correct The transfer was sent to the intended GCash account. No, I sent it to the wrong number The transfer was sent to a different GCash account or mobile number.

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What happened when you sent the money?

Choose the option that matches what you saw during the transaction.

I saw an error / no money was deducted from my wallet The transfer most likely did not push through successfully. I did not see any error, but money was deducted from my wallet The transfer appears to have been processed from your account.

If there was no deduction from your wallet, the transaction did not push through and you can try sending again.

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Do you know and trust the recipient?

If the recipient still says they did not receive the funds, choose the case that applies.

No. This may be a scam or suspicious transaction The recipient did not provide the expected goods or services, or the case feels suspicious. Yes, I know the recipient, but they still insist they didn’t receive it You already checked the basics and still need further help.

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Need more help?

If you checked everything above and the recipient still insists they didn’t receive the funds, contact support.

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