If you experience a Cash in failure, follow these steps to check on why you were unable to Cash In.
STEP 1: Check your network signal and make sure you have a stable connection
STEP 2: Check if you have reached the allowable GCash wallet limits or your bank’s transaction limits.
STEP 3: Check if your bank account did not have enough balance to complete your cash in transaction.
STEP 4: Check if you are a Basic GCash user, and are trying to cash in more than Php 10,000 in a month using InstaPay or PESONet.
STEP 5: Check if you entered the wrong One Time Pin (OTP).
NOTE: Please ensure that you enter the correct OTP within 3 attempts. Otherwise, you will be asked to wait 5 minutes to try again.
STEP 6: Check if you entered the correct OTP within the expected period of time.
NOTE: Please be mindful that the expiration of OTP is 5 minutes.
If none of the tips above helped, file a ticket in the Help Center by following 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 email address
STEP 3: Input your GCash-registered full name
STEP 4: Input your GCash-registered mobile phone number
STEP 5: Select Cash In > I cannot cash into GCash 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
- Reference ID or Trace ID (from your SMS)
STEP 7: Select the Cash In Method
STEP 8: Input the Date of Cash In Transaction
STEP 9: Input the Transaction Amount
STEP 10: In the Attachment Section, attach the required documents
Please attach the following:
- Screenshot of error prompt
- Photo of valid government ID
- NOTE: Valid IDs include UMID, Driver’s License, PhilHealth ID, SSS ID, Voter’s ID, PRC ID, Postal ID, HDMF ID, National ID/Philsys ID, Passport, AFP ID, Senior Citizen ID, and PWD ID.
STEP 11: Tap Submit
Here is a summary of the steps on how to file a ticket if you can’t cash in.
