A quick guide to some of the common issues
1.) If you can't find an item inside the merchant's mini app or if the item is grayed out and inaccessible
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- 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
2.) If you can't access a merchant's mini app or it is grayed out
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- 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.
3.) If you are able to access the merchant’s mini app but encountered unusual problems when transacting
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- 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
4.) If payment is being rejected numerous times
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- 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
Note: In the case of risk reject or account suspension, GCash reserves the right to not disclose details about account blocking
5.) If you can't access GLife repeatedly
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- Possible reason: Emergency or scheduled GCash maintenance activity which may impact GLife. 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, submit a ticket via Help Center
Note: If the issue also affects other users you know, then it tells you that the problem could be at the GCash level