I sent money from my GCash to another GCash account, but the recipient didn't receive it. What should I do?

Sending money from GCash to GCash using Express Send is fulfilled in real-time. The recipient should receive the funds and a notification in their GCash app inbox as soon as the sender confirms the transaction. This covers Send Money (GCash to GCash).

To confirm if the transaction wasn’t received, check the following:

1. Was the recipient's mobile number entered correctly?

Double-check the mobile number of the person the money was sent to. 

• If the recipient was incorrect, reach out to our support team by going to your GCash app > Transaction > Tap the Express Send transaction > Need help > I sent money to the wrong number.
• If the account is inactive, the recipient may file for transfer of funds to their new GCash account. Know more about this here.

2. Was the money deducted from your GCash wallet?

The transaction didn’t go through if there was no deduction. You can retry sending the money.

3. Was the transaction confirmed successfully?

If you encountered any errors while using Express Send, most likely the transaction did not push through. You can retry sending the money. For more information about errors, check out this article.

4. Is the recipient someone you personally know and trust?

If you think this may be a scam or suspicious transaction, such as if someone claimed they didn’t receive the money and didn’t provide the goods/services, check out this article. 

If you confirmed all of the items above as YES, but the recipient still insists they didn’t receive the funds, you may approach our support team by filing a ticket here. We will be in touch with you within 24 hours.

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