I cashed in using a global bank/partner or international remittance but I didn’t receive the money. What do I do?

If you didn't receive your remittance in your GCash wallet, here’s what you can do:

1. Verify the Transaction Details

Make sure you entered the correct mobile number registered with your GCash account. If the remittance is successful, it should be in your GCash Transaction History

2. Claim Your Remittance

If the remittance was sent via an Official GCash Remittance Partner, ensure you claim it within the app.  Make sure the name used for the remittance matches your GCash-registered name and that you entered the correct reference number

Note: Claim your remittance within the validity period (90 days) to avoid expiration​.

3. Check if the Remittance was sent via an Official GCash Remittance Partner

If you cashed in via an official GCash Remittance partner and you did not receive the funds, here’s how you can verify if it was successful:

1. Check your Transaction History for any update with a header, “Received Remittance”
2. Check with your sender if the correct number used is correct

Remittances sent through GCash partner channels are usually reflected in your transaction history within 10 minutes. 

In the event of a failed remittance, the funds will be automatically credited back to the sender's account within 2 business days.

If your remittance has not been reflected in your GCash Wallet after 2 business days from the date of the transaction, click here to ask for help. A customer service representative will contact you in 24 hours.

If the remittance was sent via an unofficial GCash remittance partner

If you send remittances via an unofficial GCash remittance partner, GCash WILL NOT be able to track your remittances.

Unofficial GCash Partners have different processing times and ways to handle issues. 

If you didn’t receive your money sent through an unofficial GCash remittance partner, check if the money was credited back to the sender’s account.

If you didn’t receive funds from a US Bank Cash in

If your US Bank Cash In has not been reflected in your GCash Wallet after a business day from the date of the transaction, click here to ask for help. A customer service representative will contact you in 24 hours.

If you didn’t receive funds from an EU/UK Bank Cash in

To make sure your cash in goes through, follow these steps:

1. Use the GCash app to cash in: Always use the GCash app when adding money. Don’t use details from old transactions. 

2. Check your bank balance: Make sure you have enough money in your bank account before cashing in.

3. Don’t use “Replay” or “Retry”: Avoid using your bank’s “Replay” or “Retry” button. This can cause problems with your cash in.

GCash cannot trace this transaction because it's not linked to any GCash account. Please contact your bank to request a refund.

Note: This service is only available to United States GCash Overseas users.

If your website remittance has not been reflected in your GCash Wallet after 2 business days from the date of the transaction, click here to ask for help. A customer service representative will contact you in 24 hours.