General

Check what applies to you if you think your account has been hacked or compromised:

• You are aware of your hacker’s information (name and contact number)
• You are not aware of your hacker’s information

If you are aware of your hacker’s information (name and contact number), follow these steps to properly file a ticket:

STEP 1: Reset your MPIN if you can still access your account. Learn how to reset your MPIN through How can I change my MPIN?

STEP 2: Submit a ticket within fifteen (15) days if there was an unauthorized transaction on the app and 24 hours if your card(s) were included. 

• STEP 1: Submit a ticket to the Help Center. A GCash representative will get back to you within 24 hours to help you log in to your account.

• STEP 2: Enter your email address and GCash-registered Full Name

• STEP 3: In the GCash-registered Mobile Number field, enter the number that has been taken over

• STEP 4: Select My GCash Account as the Concern Category
  • After selecting My GCash Account, select My account was hacked

• STEP 5: In the Explain your concern field, include why you think your account has been compromised 

  Common signs that your account has been compromised are:

  • Your MPIN no longer works
  • Unauthorized transactions are present in your GCash Transaction History
  • There are transactions in your linked accounts that you don’t know about

• STEP 6: Enter the Alleged Fraudster’s GCash Number in the Alleged Fraudster’s Number field, and if possible, indicate the Alleged Fraudster’s Full Name

• STEP 7: Enter the GCash Reference No. of the unauthorized transaction. If you have lost access to your account, the reference number can be retrieved via SMS.

• STEP 8: If there are any other transaction/s that occurred, indicate the transaction number/s in the Other Transaction Number field

• STEP 9: Select the kind of modus that happened in the unauthorized transaction

• STEP 10: Indicate if you have shared your OTP, MPIN, and your personal/account information with anyone, and if your MPIN has been reset without your knowledge

• STEP 11: Specify the unauthorized transaction made on your account and the total amount being disputed

• STEP 12: Indicate if you shared your OTPs from your linked bank account in GCash and if your account was linked to other online applications like Lazada, Shopee, FoodPanda, etc without your consent

• STEP 13: In the Attachments field, attach screenshots of the unauthorized transactions 

• STEP 14: Tap Submit

If you are not aware of your hacker’s information, follow these steps to properly file a ticket:

STEP 1: Reset your MPIN if you can still access your account. Learn how to reset your MPIN through this How can I change my MPIN?

STEP 2: Submit a ticket within fifteen (15) days if there was an unauthorized transaction on the app and 24 hours if your card(s) were included. 

• STEP 1: Submit a ticket to the Help Center. A GCash representative will get back to you within 24 hours to help you log in to your account.

• STEP 2: Enter your email address and GCash-registered Full Name

• STEP 3: In the GCash-registered Mobile Number field, enter the number that has been taken over

• STEP 4: Select My GCash Account as the Concern Category

  • After selecting My GCash Account, select I want to report an account involved in fraudulent activity

• STEP 5: In the Explain your concern field, include why you think your account has been compromised 

  Common signs that your account has been compromised are:

  • Your MPIN no longer works
  • Unauthorized transactions are present in your Transaction History
  • There are transactions in your linked accounts that you don’t know about

• STEP 6: In the Attachments field, attach screenshots of the unauthorized transaction/s to allow our team to investigate the case faster

• STEP 7: Tap Submit