You may have been charged twice because:
Buying load during provider downtime
If you bought load while there was a provider downtime, you may have been charged twice for your transaction. You will be automatically refunded for your purchase within two calendar days. An SMS notification will be sent to confirm this.
Or you can also 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.
Buying load twice
If you accidentally bought load twice, we will be unable to refund the Buy Load transaction if the purchase has been completed.
Here are some steps you can take to ensure your transaction won’t purchase load twice:
STEP 1: Wait up to 5 minutes for your load transaction to be fully processed.
STEP 2: Check your remaining GCash balance to see if there’s wallet movement from the transaction.
STEP 3: Check the transaction history if the recent purchase has been reflected.