If you did not receive the goods or services that you paid for, check the following to know if your Pay Online transaction was successful.
STEP 1: Check your network signal and make sure you have a stable connection
STEP 2: Check if you received an SMS confirmation from GCash
NOTE: Please wait up to 5 minutes to receive the SMS confirmation of your purchase.
STEP 3: Check if your Pay Online transaction was reflected in your Transaction History
TIP: To know more on how to check your transaction history, visit Where can I find my Transaction History in the GCash App.
If your transaction was successful but you still have not received the goods or services through Pay Online, submit a ticket to the Help Center by following these STEPs:
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 24 business hours after you have sent your inquiry.
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 Pay Online > My online transaction was not successful as your concern category
STEP 6: Provide in the text box all the details that will help us assist you with your concern
Please include the following details:
- Date and time of transaction
- Amount paid
STEP 7: In the Attachment Section, attach the following details: Transaction ID (if captured), Any screenshot of GCash confirmation.
STEP 8: Tap Submit
Here is a summary of the steps on how to file a ticket if you did not receive the goods or services that you paid for using Pay Online.
