If you haven’t received your purchase even if you received your confirmation receipt, follow these steps to check if your Buy Load transaction was successful:
STEP 1: Check your network signal and make sure you have a stable connection
If you are buying load for another user, ask them to check their network signal.
STEP 2: Check if the user received the SMS confirmation from GCash
Please wait up to 5 minutes to receive the SMS confirmation of your purchase.
STEP 3: Check if your Buy Load transaction was reflected in Transaction History
To know more on how to check your transaction history, visit Where can I find my Transaction History in the GCash App
STEP 4: Check if there’s GCash or Provider downtime when you purchased your Buy Load product
To know more about GCash or Provider maintenance, visit Why can’t I Buy Load
If you haven’t received your purchase 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.
When filing a ticket, follow these steps:
STEP 1: File 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: Select 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.
