This happens because the SIM card you are using is a recycled mobile number. A recycled mobile number means that there was a previous owner of your SIM card who had created a GCash account using that number.
If you are trying to register a recycled postpaid SMART/Sun SIM Card, you will need to file a ticket, and include documentation on proof of ownership. Here are some tips on how to properly file your ticket:
STEP 1: Go to the GCash Help Center link to file a ticket. A GCash Representative will respond to your request within 24 hours of ticket submission.
STEP 2: In the GCash-registered Mobile Number field, enter the number you are trying to register.
STEP 3: Select My GCash Account as the Concern Category.
- After selecting My GCash Account, select I have not registered to GCash but it says I already have an account.
STEP 4: In the Explain your concern field, indicate cannot register due to prompt on existing user
STEP 5: Attach a statement of account from your service provider in the Attachments field:
Here is a summary on how to register your recycled postpaid SMART/Sun SIM card:
