My bank transfer from GCash to a local bank or e-wallet was not received. What should I do?

The following information applies if you transferred money from GCash to a local bank or another e-wallet but you didn’t receive the money. Local banks include BPI, Unionbank, BDO, Metrobank, etc.

• For transfers initiated from your Bank App or E-Wallet to top up/cash in your GCash wallet, please refer to this Cash In article
• For transfer or withdrawal from your GSave account to GCash wallet, please refer to this GSave article
• For transactions made by scanning QR of merchant, please refer to this Scan to Pay article

Bank transfers from GCash to bank and other e-wallets are processed instantly through Instapay. However, there are times that there can be delays due to system timeouts or scheduled/unscheduled maintenance. If there’s a problem with your bank transfer, you will receive an SMS notifying you that the money will either be: 

• Returned to your GCash Wallet within 1-2 business days, or
• Credited to the receiver’s bank account within 3-5 business days 

Business days do not include weekends or holidays, as we follow the bank’s operating schedule.

If the transfer fails, the full amount including the transfer fee will be refunded to your GCash wallet. One way to verify if it failed is if the transaction did not appear in the receiving bank/ e-wallet’s app. GCash works with banks to identify failed transactions and ensure crediting of funds.

Please monitor your GCash account and the receiving bank or e-wallet if the money gets credited. If you do not see the money returned after 2 business days,  please reach out to GCash by following these steps:

1. Log in to your GCash app
2. Tap ‘Transactions’
3. Find and tap the transaction
4. Tap ‘Need Help?’
5. Select ‘I didn’t receive the money’

Need more Help?