A quick guide to some of the common issues
- If you can't find an item inside the merchant's mini app or if the item is grayed out and inaccessible
- Possible reason: Item is out of stock or is being updated
- Next step: Check back at a later time or transact for another item
- Note: If you can still make purchases for other items within the same merchant, the issue is on an item level only
- If you can't access a merchant's mini app or it is grayed out
- Possible reason: It has been turned off by the merchant due to either an emergency or scheduled system maintenance. Some merchants may also put up a Maintenance Advisory banner for you to see as you open their mini app
- Next step: Check back at a later time or transact with other merchants
- Note: If you can still enter another merchant's mini-app, the issue is on a specific merchant only.
- If you are able to access the merchant’s mini app but encountered unusual problems when transacting
- Possible reason: The problem could be on the merchant's mini app which is most likely already being checked by the specific merchant partner
- Next step: Let go of the transaction and do not proceed to payment. Then, try again at a later time. In case a payment has been made, you may reach out to the merchant to confirm purchase or fulfill transaction
- Note: If a similar issue also happens when trying to access other merchants' mini apps, then the problem could be within your account or could be at a GCash level
- If payment is being rejected numerous times
- Possible reason: Problem could be due to insufficient funds on your account, or your account could have been tagged as risk reject, compromised, suspended, or blacklisted
- Next step: Check if the same experience is happening when trying to transact with another merchant. If not, then the issue could be at a merchant level. Otherwise, check if you have enough funds in case there is also a processing or delivery fee. If it's not a fund issue, then submit a ticket via the Help Center for GCash to check what could've caused it
- Note: In the case of risk reject or account suspension, GCash reserves the right to not disclose details about account blocking
- If you can't access GLife repeatedly
- Possible reason: Emergency or scheduled GCash maintenance activity which may or may not only impact the GLife page. Although rare, sometimes the issue could also be on your account or on the version of your GCash app
- Next step: Check back at a later time and if the issue still persists, you may try to update or reinstall your GCash app. If the issue persists, you may submit a ticket via Help Center for GCash to check
- Note: If the issue also affects other users you know, then it tells you that the problem could be at the GCash level