If you believe that an Unauthorized Transaction has occurred in your account, immediately call our customer care hotline (2882), or file a dispute by submitting a ticket. Our customer care agents will guide you in filing for your dispute.
To be eligible in the Customer Protect program, Unauthorized Transactions must be reported within fifteen (15) days from the date of occurrence of the Unauthorized Transaction. GCash reserves the right to refuse acceptance of the claim for compensation if the disputed transaction was reported beyond the 15-day period.
In order to launch the investigation and process the claim, you must provide the required documentation, within the period communicated to you. Required documents include, but is not limited to the official dispute form with the complete narration of the incident, copy of Valid ID with signature specimen, or other forms of proof of identity that may be asked by the dispute team.