QR code payment not received

If the merchant didn’t get a POS/SMS confirmation after you paid through GCash Pay QR or QRPH, follow these steps to confirm your transaction. Don’t retry your payment first to avoid double charges.

Step 1: Check your transaction history

Look for “Pay via Scanned QR” and tap for more details.

• “Payment to <Name of Merchant>” means you paid through a GCash Merchant
• “Payment to Bancnet P2M Send” means you paid through a Non-GCash Merchant (QRPH)

If you see your transaction, your payment was successful and credited to the merchant’s wallet. 

• If the payment is reflecting, but merchant said they didn’t receive it, go to Step 3.
• If you do NOT see your transaction, go to Step 2.

Step 2: Check your balance based on your payment method

If you paid through your GCash wallet

• Check if your GCash balance decreased. If yes, go to step 3.
• Otherwise, the payment failed. You can retry your transaction.

If you paid through GCredit or GGives

• Go to your GCredit or GGives dashboard.
• If your available credit decreased: The payment might still be processing or queued for reversal. Check your Transaction History. If the payment appears, it was successfully processed. Go to Step 3.
• If your limit has not changed: The transaction likely failed. Your credit limit should be restored automatically within a few minutes.

Step 3: Ask merchant to confirm

If the merchant says your payment will be auto-reversed, please wait a few minutes. You’ll get a “QR Payment Refund” in your app inbox.

Otherwise, share the QRPH Reference or Invoice Number found in your app inbox. The merchant will check this on their end and with the bank.

Need more help?

For more help after checking the steps above, contact support on the app:

1. Go to Transactions
2. Select your QR payment
3. Tap Get Help > “Merchant didn’t receive this payment.”

False claims may be denied. The merchant and their bank will review your concern within:

• For GCash merchants: 6-10 business days
• For Non-GCash merchants/QRPH payments: 10-12 business days

If the merchant confirms that your payment is eligible for a refund

• You will receive an adjustment to your GCash wallet within 24-72 hours after merchant confirmation.
• If you paid via GGives or GCredit, please expect the adjustment within 3 to 5 business days after the merchant confirmation.
• You will not be charged interest for reversed payments. The amount will be returned to your credit limit and removed from your active loans.