I cashed in an over the counter store or a machine but I didn’t receive the money. What do I do?

If you cashed in over-the-counter (like at 7-Eleven, TouchPay, Pay & Go, or Palawan) but the money didn’t reflect in your GCash account, here’s what you need to know.

If your method of cashing in is through the counter or machines:

1. Check your GCash Transaction History or app Inbox
   • Sometimes, it takes a while for the transaction to reflect. Try checking your Transaction History at a later time.
2. Verify if the mobile number for the transaction is correct
   • You might’ve sent it to the wrong GCash account. Double-check if you have entered the correct mobile number. You are responsible for sending money to the correct number.
3. Check if you haven’t exceeded your wallet limits
   • Each GCash wallet account has a monthly limit. In case you exceed this limit, your transaction will not proceed and an error will occur. Learn more about GCash Wallet and Transaction Limits here.
4. Check if you saw an error in the machine
   • If there's a person at the cashier or counter, ask for assistance. They should know what to do with the error. If they can’t help or if there’s no one to assist, please take a photo of the error message and contact us.

If you followed the steps above or they aren’t applicable and you still haven’t received the money, click here to ask for help. Don't forget to collect the receipt and take a photo of it. Our support team will contact you in 24 hours.

Looking for something else?

• For transfers initiated from GCash App to Bank App or E-Wallet: Bank or E-Wallet Transfer Issues
• For transfer or withdrawal from GSave account to GCash wallet: GSave Deposit Issues
• For sending money to another GCash account: Send Money Issues

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