Did not receive money?

Are you the intended recipient of the cash-in?

Confirm whether the cash-in was sent to you.

Please coordinate with the intended recipient

Please coordinate with the intended recipient to verify the transaction. They can contact GCash if further assistance is needed.

When was the cash-in made?

Choose when the cash-in was made.

Please wait until 24 hours have passed

Please wait until 24 hours have passed. If the money still hasn’t arrived, contact the originating bank directly.

Where did the cash-in come from?

Choose the source of the cash-in.

Contact the online gaming platform

The online gaming platform may not have completed the transaction, or some details may be missing or incorrect.

Contact the gaming platform to confirm whether the transaction was successful. If it wasn’t, the money may still be with the platform, and the transaction may be reversed.

If it was successful but the money hasn’t arrived in your GCash wallet, ask the gaming platform to trace the transaction.

What was the transaction status in your bank/e-wallet app?

Open your bank or e-wallet app and review the transaction history for this cash-in.

Your cash-in will be returned to your bank or e-wallet

If your bank or e-wallet app shows “Failed” or “Pending,” your cash-in hasn’t reached your GCash wallet yet.

Your money will usually be returned right away. In some cases, your bank or e-wallet may need to confirm the transaction, and the return may take 2–3 banking days.

If you still haven’t received the money after 3 banking days:

• Contact your bank or e-wallet directly.
• Keep your transaction receipt for reference.

Is the GCash mobile number correct?

This is the mobile number registered to the GCash wallet you were cashing in to. Double-check it with the intended recipient.

No, the GCash number is wrong

If you sent money from your bank or e-wallet to the wrong GCash account, contact your bank or e-wallet immediately. Refund policies vary by provider.

What to do:

1. Get your transaction receipt or confirmation.
2. Contact your bank or e-wallet directly to request a refund.
3. Your issuing bank or e-wallet will coordinate with GCash.
4. Wait for your bank or e-wallet’s update.

Need more help?

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Are you still within your GCash wallet and transaction limits?

Large cash-ins may not go through if you have already reached your daily or monthly wallet and transaction limits.

Your cash-in may not have pushed through due to limits

Your cash-in may have failed or been reversed because you reached your wallet or transaction limits.

What you can do:

• Wait for your limits to refresh.
• Try a smaller amount.
• Ask the sender to cancel and resend the money once you are within your limits.

Still haven’t received your money?

Choose how you cashed in to find the next steps.

How did you cash in?

Coordinate with the cashier or outlet staff

Ask the cashier or outlet staff for help with the cash-in error.

If you still need help, contact the merchant using the details below:

• 7-Eleven: customercare@7-eleven.com.ph
• Cebuana: care@pjlhuillier.com
• Palawan: customercare@palawanpawnshop.com

Contact the machine or kiosk partner

Take a photo of the error message and keep your receipt.

Email the partner and attach both the photo and your receipt.

• eTap: support@etapmo.com
• Pay&Go: support@payandgo.ph
• ECPay: helpdesk@ecpay.com.ph

Keep your error message and receipt

Take a photo of the error message and keep your receipt.

Need more help?

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Online gaming app

Cash-ins may take a few minutes to 24 hours. If your money hasn’t arrived after 24 hours, contact the merchant directly.

What transfer method did you use?

InstaPay transfer

InstaPay transfers are usually instant, but may take up to 2 hours during busy periods.

If your money has not arrived after the expected time:

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

PESONet transfer

PESONet transfers are usually completed within 1 banking day when sent before 3 PM. Transfers sent after 3 PM, on weekends, or on holidays are processed on the next banking day.

If your money has not arrived after the expected time:

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Which bank region did you use?

US bank

If your cash-in does not appear after 1 business day:

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

EU or UK bank

Follow these steps if you used an EU or UK bank:

1. Always use the GCash app to cash in.
2. Check your bank balance first.
3. Do not click Replay or Retry in your bank app. This may cause cash-in problems.
4. Contact your bank for a refund.

Need more help?

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

PayPal

If PayPal funds do not arrive after 24–48 hours:

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Payoneer

If you did not receive your Payoneer funds:

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

GCash Pera Outlet

Ask the GCash Pera Outlet partner for help. They are trained to fix cash-in errors.

Need more help?

1. Open the GCash app and log in.
2. Tap Profile.
3. Tap Help, then Get Help.
4. Tap Chat with Gigi.
5. If Gigi asks for them, send the photo and your receipt.

Need more help?

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Are the recipient account number and name correct?

Double-check the account or e-wallet number and the account name you entered against what the recipient provided.

Sent money to the wrong bank account?

If you sent money from GCash to the wrong bank account:

1. Check if you received an SMS from GCash.
2. Check the account status:

• Inactive account: The transfer will fail, and the money should not be deducted from your GCash wallet.
• Active account: GCash will try to help on a best-effort basis.

Did you get an SMS from GCash?

Check your SMS inbox for a GCash message about this bank/e-wallet transfer.

If the transfer is delayed, the SMS may tell you when the money will be returned to GCash or credited to the receiving bank.

Wait for the transfer to be completed

Delays may happen because of system issues or maintenance. Check the SMS for the expected timeline:

1. The money may be returned to your GCash wallet within 1–2 business days.
2. The money may be credited to the receiving bank or e-wallet within 3–5 business days.

Your bank transfer is still pending

To check your bank transfer status or report missing money:

1. Open the GCash app.
2. Tap Transactions.
3. Select the affected bank transfer.
4. Tap Get Help.
5. Select “I didn’t receive the money.”

Our team will reach out to you within 24–48 hours.

Need more help?

1. Open the GCash app.
2. Go to Transactions.
3. Tap the wrong bank transfer.
4. Tap Get Help.
5. Select “I sent money to the wrong bank account.”

Our team will reach out to you within 24–48 hours.

How did you pay?

Choose the payment method you used for the QR payment.

Did your GCash balance decrease?

Check your GCash wallet balance after the QR payment.

Your payment likely failed

If your GCash balance did not decrease, the QR payment likely failed. You can retry the transaction.

Did your available credit decrease?

Open your GCredit or GGives dashboard and check your available credit.

Check your transaction history

If your available credit decreased, check whether the QR payment appears in your Transaction History.

Your transaction likely failed

If your GCredit or GGives limit has not changed, the transaction likely failed. Your credit limit should be restored automatically within a few minutes.

Your payment may still be processing

The payment may still be processing or queued for reversal. Do not retry the payment yet. Check your Transaction History again.

Ask the merchant to confirm

Ask the merchant to check their records and confirm whether the payment will be automatically reversed.

Wait for your QR Payment Refund

If the merchant says your payment will be auto-reversed, wait a few minutes. You’ll get a QR Payment Refund in your app inbox.

Share your QRPH Reference or Invoice Number

You can find the QRPH Reference or Invoice Number in your GCash app inbox. Share it with the merchant so they can check the payment on their end and with their bank.

Need more help?

1. Open the GCash app.
2. Go to Transactions.
3. Select your QR payment.
4. Tap Get Help > “Merchant didn’t receive this payment.”

If the merchant confirms that your payment is eligible for a refund:

• Your GCash wallet adjustment will reflect within 24–72 hours after merchant confirmation.
• If you paid via GGives or GCredit, the adjustment will reflect within 3–5 business days after merchant confirmation.
• You will not be charged interest for reversed payments.
• The amount will be returned to your credit limit and removed from your active loans.

How was the remittance sent?

Choose how the sender processed the remittance to your GCash wallet.

Have you already tried claiming the remittance in GCash?

You need to claim the remittance in GCash. Unclaimed remittances expire after 90 days.

How to claim your remittance

Before you start:

• Make sure your GCash account is Fully Verified.
• Use the exact name registered to your GCash account.
• Claim your remittance within 90 days.

Follow these steps to claim your remittance

1. Open the GCash app and tap Cash In.
2. Tap Global Banks and Partners.
3. Choose your remittance partner.
4. Enter the expected amount, reference number, and purpose.
5. Tap Proceed.
6. Review the details, then tap Next.
7. Enter the 6-digit code sent to your mobile number.

If all the details are correct, the money should appear in your GCash wallet instantly.

Was the remittance sent through an official GCash Remittance Partner?

Ask the sender to confirm which partner they used, then check if it appears in the Official GCash Remittance Partners list.

This remittance cannot be tracked by GCash

The remittance was sent through a partner that is not on the official GCash Remittance Partners list.

• GCash cannot track or process this transaction.
• Ask the sender to contact the remittance provider directly.
• The sender should follow up about the funds or request a refund.

Check the remittance details

1. Confirm that the mobile number is correct.
2. Open your Transactions in your GCash app and look for “Received Remittance” within 10 minutes.
3. If “Received Remittance” is missing, the transaction may have failed.
4. Failed remittances are refunded to the sender within 2 business days.

If the sender has not received the refund after 2 business days, click Contact Support below. Our team will reach out within 24 hours.

Was the remittance sent via the GCash Website?

This applies to GCash Website remittances for GCash Overseas users in the United States.

Remittance sent through the GCash Website

Remittances sent through the GCash Website may take up to 2 business days to reflect in your GCash wallet.

If the money hasn’t reflected after 2 business days, click Contact Support below. Our team will reach out within 24 hours.

Is the recipient number correct?

Double-check the number you sent money to.

Sent money to the wrong number?

Express Send transfers are completed in real time. GCash can only reverse the transaction if the recipient’s account is inactive or not in use.

• If you sent money to the wrong person: Contact the recipient and ask them to send the money back.
• If you sent money to an old or inactive number: GCash may be able to reverse the transaction. Refunds are processed on a best-effort basis.

What happened when you sent the money?

Choose the option that matches what you saw during the transaction.

Do you know and trust the recipient?

If the recipient still says they did not receive the funds, choose the case that applies.

Need more help?

1. Open the GCash app.
2. Go to Transactions.
3. Tap the Send Money transaction.
4. Tap Get help.
5. Select “I sent money to the wrong number.”

Need more help?

Option 1: From the GCash app

1. Open the GCash app.
2. Log in to GCash.
3. Go to your profile.
4. Tap Help > Get Help.
5. Tap Talk to Gigi.

Option 2: From the specific transaction

1. Open the GCash app.
2. Go to Transactions.
3. Select the affected transaction.
4. Tap Get help, then choose the reason that matches your case.

Our team will reach out to you within 24–48 hours.