Authentication

Reminders:

• Never share your MPIN or OTP (authentication code), or answers to your Security Questions with anyone. GCash will never ask for this from you 
• If you have a GCash Mastercard, you can still access the funds of your wallet through your nominated 6 digit Card Pin. 

There are several ways that you can reset your MPIN  if you forgot your MPIN or got locked out of your account due to a failed login attempt. Check what applies to you so we can give you the best answer.

• I’m Fully Verified
  • I have not set up my security questions 
  • I have set up my security questions 
• I’m not Fully Verified
  • I did not set up my security questions
  • I set up my security questions 

I’m Fully Verified, but I do not have security questions

If you did not set up security questions on the app, but are a fully verified user, follow these steps: 

STEP 1: Launch the GCash App and tap Forgot MPIN? On the log-in screen

STEP 2: Tap Send Code from the pop-up screen. You will receive a 6-digit authentication code to your GCash Registered Mobile number

 

STEP 3: Enter the Authentication Code you received and tap Submit. Tap “Tap Here to resend” if you didn’t get the code

STEP 4: Answer the Account Information of your GCash Account.
You only have three (3) attempts to answer all questions correctly. If you enter any wrong answer up to your third attempt, you must wait for 24 hours to try again

STEP 5: Enter your NEW MPIN and tap Submit. Your new MPIN must be different from your previous three (3) MPINs. Avoid easily guessable MPINs like your birthday, 1234, or the last four digits of your phone number. Never share your MPIN or OTP (authentication code) to anyone!
A confirmation screen will appear when you have successfully reset your MPIN. Tap OK to go back to the login screen and start using GCash.

A confirmation screen will appear when you have successfully reset your MPIN. Tap OK to go back to the login screen and start using GCash. 

 

 

Here is a summary on what you should do if you forgot my MPIN, and are Fully Verified, but do not have security questions:

Here are some tips on how you can prevent issues with your MPIN in the future: 

• Biometrics login is the best way to avoid being locked out from your account which you can set up in 8 easy steps.  Go to How Can I Enable Biometrics Login to check if your phone is capable of the Biometrics Feature, and how to enable it. 
• If your phone is not capable of the biometrics feature, you can set up Security Questions to easily recover access to your account. You should also set up Security Questions to recover your account even if you have already set up the Biometrics Feature. Go to How do I Set up my Account Recovery via Security Questions? to learn how you can do this in just 8 easy steps. Remember the answers to the security questions that you set up because once you set it up, these will no longer be editable. 

 

I’m Fully Verified, and I set up my security questions

If you are a fully verified user and set up security questions on the app follow these steps to recover your account: 

 

STEP 1: Launch the GCash App and tap Forgot MPIN? On the log-in screen

STEP 2: Tap Send Code from the pop-up screen.
You will receive a 6-digit authentication code to your GCash Registered Mobile number

STEP 3: Enter the Authentication Code you received and tap Submit.
Tap ”Tap Here to resend” if you didn’t get the code

STEP 4: Answer the security questions that you have completed prior to getting locked out of your account.
You only have three (3) attempts to answer all questions correctly. If you enter any wrong answer up to your third attempt, you must wait for 24 hours to try again

STEP 5: Enter your NEW MPIN and tap Submit.
Your new MPIN must be different from your previous three (3) MPINs. Avoid easily guessable MPINs like your birthday, 1234, or the last four digits of your phone number. Never share your MPIN or OTP (authentication code) to anyone!

A confirmation screen will appear when you have successfully reset your MPIN. Tap OK to go back to the login screen and start using GCash. 

Here is a summary on what you should do if you forgot my MPIN, and are Fully Verified, and set up security questions:

Tip to prevent issues with your MPIN in the future:

• Biometrics login is the best way to avoid being locked out from your account which you can set up in 8 easy steps.  Go to How Can I Enable Biometrics Login to check if your phone is capable of the Biometrics Feature, and how to enable it. 

I’m not Fully Verified and I do not have security questions

If you did not set up your security questions and you are not a fully verified user, you will need to file a ticket to reset your MPIN and recover your account. Here are some tips on how to properly file a ticket: 

STEP 1: Go to the GCash Help Center to file a ticket. A GCash Representative will get back to you within 24 hours to help you get your access to your GCash App.

STEP 2: Select MPIN as the concern category 

STEP 3: In the explain your concern field, enter the reason for your MPIN Reset Request

STEP 4: Type of last transaction is the last financial transaction that you’ve made. This includes GCash Transactions that involve balance movement from Cash In, Send Money, Buy Load, Pay Bills, Pay QR, Bank Transfer, GSave, GInvest and the like. 

STEP 5: Current Balance should be the exact amount in your GCash Wallet. Do not enter a range.

STEP 6: Enter your complete Date of Birth with the year you were born 

STEP 7: Enter your complete address that is associated with your GCash Account and press Submit 

STEP 8: You will receive an email confirmation that your ticket has been received. Use the ticket number provided in the email should you want to follow up on your request. 

 

Here is a summary on what you should do if you forgot my MPIN, are not Fully Verified, and did not set up security questions:

Here are some tips on how you can prevent issues with your MPIN in the future: 

• Biometrics login is the best way to avoid being locked out from your account which you can set up in 8 easy steps.  Go to How Can I Enable Biometrics Login to check if your phone is capable of the Biometrics Feature, and how to enable it. 
• If your phone is not capable of the biometrics feature, you can set up Security Questions to easily recover access to your account. You should also set up Security Questions to recover your account even if you have already set up the Biometrics Feature. Go to How do I Set up my Account Recovery via Security Questions? to learn how you can do this in just 8 easy steps. Remember the answers to the security questions that you set up because once you set it up, these will no longer be editable
  
• Fully Verify your account so that you can recover your account on your own. Click this link to learn how to fully verify your account. 

I’m not Fully Verified, but I set up my security questions

If you are not a verified user but you set up security questions on the app follow these steps to recover your account: 

 

STEP 1: Launch the GCash App and tap Forgot MPIN? On the log-in screen

STEP 2: Tap Send Code from the pop-up screen.
You will receive a 6-digit authentication code to your GCash Registered Mobile number

STEP 3: Enter the Authentication Code you received and tap Submit.
Tap ”Tap Here to resend” if you didn’t get the code

STEP 4: Answer the security questions that you have completed prior to getting locked out of your account.
You only have three (3) attempts to answer all questions correctly. If you enter any wrong answer up to your third attempt, you must wait for 24 hours to try again

STEP 5: Enter your NEW MPIN and tap Submit.
Your new MPIN must be different from your previous three (3) MPINs. Avoid easily guessable MPINs like your birthday, 1234, or the last four digits of your phone number. Never share your MPIN or OTP (authentication code) to anyone!

A confirmation screen will appear when you have successfully reset your MPIN. Tap OK to go back to the login screen and start using GCash. 

 

Here is a summary on what you should do if you forgot my MPIN, are not Fully Verified, and set up security questions:

Here are some tips on how you can prevent issues with your MPIN in the future: 

• Biometrics login is the best way to avoid being locked out from your account which you can set up in 8 easy steps.  Go to How Can I Enable Biometrics Login to check if your phone is capable of the Biometrics Feature, and how to enable it.
  
• Fully Verify your account so that you can recover your account on your own. Click this link to learn how to fully verify your account.