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.
Here is a short video on how to register a recycled prepaid SMART/Sun SIM Card:
If you are trying to register a recycled prepaid 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 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 your proof of ownership by providing the following in the Attachments field:
- A selfie holding your SIM card
Tip: When taking a selfie, find a well-lit place and remove any mask, hat, or sunglasses. You should face the camera and your whole face must be in the frame with your SIM card clearly seen in the photo. Ensure that your camera is focused and the photo is not blurred.
- A screenshot of your phone settings showing your prepaid number or a photo of the SIM bed of your mobile number.
Here is a summary on how to register your recycled prepaid SMART/Sun SIM card: