What is GCash PocketPay?

• Card Payment Acceptance: Merchants can accept card payments using their NFC-enabled Android phones, providing a portable solution for on-the-go transactions.
• Secure Login: Merchants can log in to the PocketPay app using their email or phone number with a one-time password (OTP) for enhanced security.
• Flexible Receipt Options: Merchants have the option to receive receipts via email.
• Transaction Management: Merchants can manage command actions, including processing returns or refunds, directly through the mobile platform.

1. A verified GCash for Business Account: If you don’t have one yet, register for a GCash for Business account. This is necessary as PocketPay is linked to your GCash for Business account.
2. Android-only NFC: The solution only works for Android NFC-capable devices. Make sure to enable NFC in your phone settings.
3. Latest version of Android: To check your phone’s version of Android, go to Settings > About Phone > Software information.

1. Open the Google Play Store and search “GCash PocketPay” (case sensitive) and download the app.
2. Log in to the PocketPay App using your GCash for Business email or phone number. 
3. Enter the OTP.

You have three options to accept a payment:

(1) Fast Sale: When in a hurry and/or a new product not in the catalog is being sold

1. Click “Sale” from the main screen
2. Enter the transaction amount 
3. Ask the customer to tap the card at the back of the phone
4. Ask the customer to hold the card until they see a screen that says "You can now remove your card" like below

5. Once successful, you will see a confirmation screen and receipt

6. Ask customers if they want a copy of the receipt
   • If yes, tap “Get receipt” and select “Send to email”
   • Enter the email address of the user and confirm
   • The user will get a copy of the receipt via email
      

(2) Add Product: If all products available are configured in the catalog

1. Click "Sale" from the main screen
2. Select “Product”
3. Search for the product
4. Enter amount
5. Tap “Add” if there’s another item for purchase
6. Tap “Finish” once all items have been added
7. Turn on “Inventory Acceptance” to deduct sold items from inventory
8. Select “Tap on phone”
9. Ask the customer to tap the card at the back of the phone and wait for the instruction to remove the card
10. Ask customers if they want a copy of the receipt
    • If yes, tap “Get receipt” and select “Send to email”
    • Enter the email address of the user and confirm
    • The user will get a copy of the receipt via email

(3) Custom Item: If one or more products availed are not yet in the catalog

1. Click "Sale" from the main screen
2. Select “Custom item”
3. Enter the product description
4. Enter amount
5. Select “Tap on phone”
6. Ask the customer to tap the card at the back of the phone and wait for the instruction to remove the card.
7. Ask customers if they want a copy of the receipt
   • If yes, tap “Get receipt” and select “Send to email”
   • Enter the email address of the user and confirm
   • The user will get a copy of the receipt via email

1. Tap “Sales returns”
2. Select a specific transaction
3. Tap “Return sale”
4. Ask the customer to tap the card at the back of the phone and wait for the instruction to remove the card
5. Advise the customer that the return is being processed and should reflect in the customer’s bank account within the next few days

How to add a new product

1. Click “Products” and input the details of the product

2. After entering products, go to the "Inventory" to:

   • Accept Inventory: Add product quantities

   • Inventory: Manage end-of-day stock levels

How to accept inventory

1. Tap “Inventory”
2. Tap “Accept Inventory” 
3. Tap “Add,” then tap “Product” 
4. Search for the product and click it to edit the quantity and price. Tap “Add to document” once finalized
5. Tap “Accept” and “Finish” once done

Check these first:

1. Make sure you are using the mobile number linked to your GCash for Business account, not your personal GCash number.
2. PocketPay only allows one active device at a time. Log out of your old device before using a new one.
3. OTPs are valid for 5 minutes only. Request a new OTP if yours has expired.
4. Make sure the GCash PocketPay app is updated on Google Play.

If the issue continues, email partnersupport@gcash.com and include your GCash for Business mobile number and Terminal ID (TID).

1. On your old phone, open PocketPay and go to Settings > Log out.
2. Install GCash PocketPay on your new device from Google Play.
3. Log in using your registered GCash for Business number and enter the OTP.

If your old phone is lost or unavailable, contact partner support to deactivate the previous device session.

This may happen if:

• Your GCash for Business account verification failed.
• You have pending compliance requirements.
• Your transactions were flagged for review.

Email merchantsupport@gcash.com with your business name, mobile number, and TID so the team can investigate.

To block PocketPay on your lost phone, email partnersupport@gcash.com and include the following:

• Wallet Account Number (WAN)
• Terminal ID (TID)
• Device or phone model

Prepare the following before you email partnersupport@gcash.com:

• Mobile number linked to the PocketPay account
• Email used for your GCash for Business account
• Wallet Account Number (WAN)
• Terminal ID (TID)
• Device or phone model
• Reason for deleting the account

Once deleted, you will need to link your account again if you want to use PocketPay in the future. Your request will be reviewed, and your profile may be updated within 3 days. You will also receive an SMS confirmation on your GCash-registered number.

Try these steps:

1. Make sure NFC is turned on in your phone settings.
2. Ask the customer to tap the card flat against the back of the phone, near the center.
3. Remove any thick phone case that may block the NFC signal.
4. Try a different card to check if the issue is with the card or the device.
5. Restart the PocketPay app and try again.

Some battery saver modes may turn off NFC. Check your battery optimization settings if needed.

If the issue continues, email partnersupport@gcash.com and include your GCash for Business mobile number and TID.

Check the error shown in the app:

• Insufficient funds: Ask the customer to use another card or payment method.
• Card blocked or restricted: Ask the customer to contact their card issuer or use another card.
• Network error: Check your internet connection and try again. If needed, restart the app.
• Card not supported: PocketPay accepts Visa and Mastercard only. JCB and Amex are not yet supported.

Always tell the customer the exact decline reason shown in the app.

PocketPay only supports NFC tap payments. Manual card entry is not available.

Ask the customer to use:

• A different contactless-enabled card
• QR payment

Do not ask the customer to tap again right away. This may cause a duplicate charge.

1. Wait at least 30 seconds.
2. Check Transaction History to see if the transaction was recorded.
3. If it does not appear after 2 minutes, you may retry the payment.
4. If it appears but no receipt was sent, resend the receipt from the transaction record.

If a duplicate charge happens, process a return right away and inform the customer.

A payment is only captured after a successful confirmation screen appears. If no confirmation screen appeared, the tap was not charged.

Once your phone is back on, check Transaction History. If the customer’s bank shows a pending hold but PocketPay has no record, contact merchantsupport@gcash.com to validate the transaction.

1. Go to Transaction History and find the transaction.
2. If you charged more than the correct amount, process a partial refund for the difference.
3. If you charged less than the correct amount, create a new transaction for the remaining balance.

Post-transaction adjustments are not supported.

No. PocketPay does not support balance inquiry.

A reversal or void cancels a transaction before the end of the day while it is still pending. This prevents the charge from being finalized and stops the funds from being posted to the customer’s account. This applies to both card and QR transactions.

1. Open PocketPay and go to Return.
2. Select the transaction you want to reverse.
3. Tap Return and reverse the full amount.
4. Confirm the action.

If the customer provided an email address, a reversal receipt will be sent to them. Reversals usually reflect within 1 to 2 business days, depending on the issuing bank.

A refund returns funds after the transaction has already been settled and the merchant has already been paid. Settled transactions can no longer be voided and must be refunded.

For card transactions, you may refund the customer through your store policy using:

• Cash or bank transfer
• GCash for Business via PesoNet in the portal

For QR transactions, email merchantsupport@gcash.com and ask the customer to file a ticket with their bank or e-wallet app.

Refund timelines:

• GCash QR payments: 1 to 2 working days
• QRPh payments: 8 to 10 working days

A reversal may fail if:

• The transaction is not within the same-day return window.
• There was a network issue during processing.
• The transaction was already reversed.

If none of these apply, email merchantsupport@gcash.com with the transaction ID, date, and amount.

No. Reversals must always be for the full transaction amount.

Check Transaction History first to see if the reversal was recorded. If it is not there, try again.

If the issue continues, ask the customer to file it with their issuing bank and provide the following:

• Authorization code
• Card number
• Amount
• Transaction date and time
• RRN or STAN

PocketPay card transactions follow a T+2 business day cycle. This means transactions made today are settled two business days later, excluding weekends and holidays. Settlements are deposited to your GCash for Business merchant wallet.

Check these first:

1. Make sure the transaction status is Approved. Pending or declined transactions are not included in settlement.
2. Check if the T+2 settlement period has already passed.
3. Verify that your bank account details in the GCash for Business portal are correct and active.

If the amount is still missing, email partnersupport@gcash.com with the transaction ID, date, amount, and a screenshot of the transaction record.

If a customer disputes a transaction with their bank, the disputes team may contact you for supporting documents.

Prepare the following:

• Transaction ID
• Transaction date
• Transaction amount
• Any customer acknowledgment, such as an email receipt

GCash will coordinate with the card network and may ask for more documents if needed.

First, check if the group or inventory item already exists.

If the issue continues, email partnersupport@gcash.com and include your Terminal ID (TID) and Wallet Account Number (WAN).

PocketPay requires:

• Android 11 or higher
• A built-in NFC chip
• An active internet connection through mobile data or Wi-Fi

PocketPay is not supported on iPhone.

PocketPay may work on Android tablets with NFC support, but it is optimized for smartphones. Performance and tap positioning may vary by device.

Try these steps:

1. Close the app and open it again.
2. Restart your phone.
3. Make sure the app is updated.
4. Restart the app and try again.

If the issue continues, email partnersupport@gcash.com and include your Terminal ID (TID) and Wallet Account Number (WAN).

Try these steps:

1. Update the GCash PocketPay app from Google Play if a newer version is available.
2. Clear the app cache: Settings > Apps > PocketPay > Storage > Clear Cache.
3. Restart your phone and reopen the app.

If the issue continues, email partnersupport@gcash.com and include your phone model and Android version.