If you haven’t received your purchase even if you received your confirmation receipt, follow these steps to check if your Mobile Load transaction was successful:
Note: Please check your app inbox or your Transaction History to confirm the purchase of your Mobile Load transaction.
If you haven’t received your Mobile Load after following the steps, you will be automatically refunded for your purchase within two calendar days. An SMS notification will be sent to confirm this.
If you cannot wait for the automatic reversal within two calendar days, submit a ticket in the Help Center.
You may also wish to check your load balance after purchasing mobile load:
- How can I check my load balance with Globe
- How can I check my load balance with SMART
- How can I check my load balance with TNT
- How can I check my load balance with TM
- How can I check my load balance with SUN
- How can I check my load balance with DITO
- How can I check my load balance with Cherry Prepaid
When filing a ticket, follow these steps:
STEP 1: Submit a ticket in the Help Center. A GCash representative will get back to you within one calendar day for the refund of your purchase.
STEP 2: Input your GCash-registered email address
STEP 3: Input your GCash-registered full name
STEP 4: Input your GCash-registered mobile phone number
STEP 5: Tap Load > I haven’t received my load as your concern category
STEP 6: In the Explain your Concern field, input the following:
- Buy Load recipient’s mobile number
- Load product that was purchased
- Product’s network/provider
- Date and time of the transaction
- Amount paid for the purchase
STEP 7: Input the Date of Transaction
STEP 8: Choose “Yes” in Did you receive the GCash reference no.?
STEP 9: Input the GCash Reference No. from the confirmation receipt
If you did not save the confirmation receipt, you may refer to the Reference No. in Transaction history > Details or in the SMS you received for the transaction.
STEP 10: Input the amount of the transaction
STEP 11: In the Attachment Section, attach the confirmation receipt of the purchase
STEP 12: Tap Submit
You will receive an email confirmation that your ticket has been received. Use the ticket number provided in the email should you want to follow up with your request.