Can’t cash in, send, or transfer money?

Where did you send the money?

Choose the article that best matches your concern.

What do you need help with?

Why you may not be able to link your account

If you can’t link your bank or another account to GCash, it may be because of:

• Account verification: GCash may unlink your account if your information doesn’t match. Make sure your GCash and bank account details are exactly the same.
• System maintenance or updates: Maintenance or updates may affect linked accounts. You may need to link your account again afterward.
• Inactivity: Your bank connection may be unlinked after a long period of inactivity.
• Bank policies or limits: Your bank may require you to verify your linked account regularly. Exceeding cash-in limits or having many failed transactions may also cause your account to be unlinked.

Still can’t link your account?

If you still can’t link or re-link your account, try these steps below:

BPI or UnionBank

Try linking again

Relink your bank account to GCash using your updated details or enabled browser banking.

PayPal

To link PayPal to GCash, you need:

• Fully Verified GCash account
• Verified Philippine PayPal account
• Name check and currency conversion completed on the PayPal website
• For Android: set Google Chrome as the default browser

Payoneer

1. Reset your password.
2. Wait 24 hours.
3. Log in on Payoneer site with new password.
4. Link to GCash again.

Still stuck? Email Payoneer at customerservicemanager@payoneer.com

US Bank

You need:

• Fully Verified GCash account
• For Android: set Google Chrome as the default browser

Another bank or account

Check that the details in GCash and the linked account match. Try again after maintenance or updates. If the connection has not been used for a long time, relink it. Also check bank verification, limits, and any failed transactions.

Need more help?

If you still can’t link or re-link your account, click Contact Support below. Our team will reach out to you within 1–2 business days.

What happened when you tried to Cash In?

Choose the option that best matches what happened.

Are you still within your GCash Wallet and Transaction Limits?

Your cash-in may have failed because you reached your limits

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

• Check the limits that apply to your account and wait for them to refresh.
• Try a smaller amount.
• Upgrade your limits if you’re eligible.

To learn more about your wallet and transaction limits, read What are my GCash wallet and transaction limits?.

Have you tried troubleshooting your GCash app?

Some cash-in errors may be caused by an outdated app, network connection, or temporary app issue.

Troubleshoot your GCash app first

Before trying to cash in again:

1. Follow the steps in How to troubleshoot GCash app issues. These steps can help fix common app, network, or temporary issues.
2. Try to cash in again.

If you still can’t cash in from your bank account to GCash, click Need more help? below. Follow the steps for your cash-in channel.

Cash-in issue resolved

Great! Your cash-in is working again. You can continue using GCash.

Which cash-in channel applies?

Choose the bank or account you used to cash in to GCash.

BPI

BPI’s default daily limit is PHP 10,000.

1. On your BPI app, tap More.
2. Tap General Settings.
3. Select Customize Transaction Limits.
4. Tap Load e-wallet, prepaid phone, and utilities using other apps.
5. Tap Finalize limits > Customize limits.
6. After adjusting the limit, try to cash in again.

PayPal

1. Check if PayPal is linked to GCash.
2. Log in to PayPal and check for limits or actions you need to complete.
3. Complete any required actions. PayPal may limit accounts because of unauthorized use, high-risk activity, or inactivity.
4. Relink the account if needed.
5. Try to cash in again.

Payoneer

1. Email CustomerServiceManager@Payoneer.com to unlink the account.
2. Relink the account to GCash.
3. Try to cash in again.

US Bank

1. Check that your US Bank name and birthdate match your GCash details.
2. Check the cash-in limits: $500 for your first transaction and $1,000 monthly.
3. Try to cash in again.

Try to cash in again

Try the cash-in again after addressing the limit, account link, or provider details.

Need more help?

If your Cash In issue is still not resolved, click Contact Support below. Our team will reach out to you within 1–2 business days.

My bank account was unlinked

Your bank account may have been unlinked for extra protection, because your details do not match, or because you have not used the account for a while.

To link your account again:

1. Open the GCash app and tap Cash In.
2. Tap Local Banks.
3. Choose your bank under Recommended Banks.
4. Follow the steps to link your account.

Try to cash in again

After relinking your bank account, try to cash in again.

Need more help?

If you still can’t re-link your bank account, click Contact Support below. Our team will reach out to you within 1–2 business days.

What error message did you see in Send Money?

Select the message on your screen to find out what it means and how to fix it.

We’re unable to process your request

Either you or the recipient has reached their receive or send limits.

What you can do:

1. Ask your recipient to check if they have reached their monthly wallet incoming limit.
2. Try sending a smaller amount.
3. Use Bank Transfer.

You might be repeating this transaction

GCash may have detected a repeated transaction.

What you can do:

1. Go to your Transactions page to check if the first transfer already went through.
2. If it did not push through, wait 5 minutes before trying again.

GCash detected an untrusted connection

GCash detected an untrusted connection.

What you can do:

1. Force close the GCash app.
2. Turn on Airplane mode for 30 seconds, then turn it off.
3. Switch to Wi-Fi or mobile data.
4. Reopen the app.

For your protection, we need to take another look at your transaction

GCash needs to review the transaction before proceeding to protect your account.

What you can do:

• Wait 24 hours before trying to send money again.
• If you still see this message after 24 hours, click Contact Support below so our team can review your account.

Contact Support

Can’t find the error you’re seeing?

Your error is not listed above.

If you still see errors after troubleshooting, click Contact Support below.

Make sure you select the correct error you saw so we can help you better. Our support team will reach out to you within 24 hours.

Contact Support

What error did you see in the bank transfer?

Select an error to see the prompt image and troubleshooting steps.

“For your security, let’s double check this transaction”

GCash is checking for possible duplicate transfers. Wait 2 minutes, then check your Transactions page before trying again.

OTP issue

Check your internet or mobile signal, then try the transaction again from the start.

“Sorry, we’re unable to process your request” or “Unable to process your transaction”

This is a GCash security check. Wait at least 1 hour before trying again.

Double-check the transaction

GCash is checking for possible duplicate transfers. Wait 2 minutes, then check your Transactions page before trying again.

OTP issue

Check your internet or mobile signal. Then restart the transaction from the beginning.

Unable to process the transaction

This is a GCash security check. Wait at least 1 hour before trying again.

If the bank transfer fails, the full amount, including fees, will be returned to your GCash wallet.

Try the bank transfer again

Try again after the required wait or after fixing your signal.

Need more help?

If you still can’t use bank transfer, click Contact Support below and attach a screenshot of the error. Our team will reach out to you within 24 hours.

If your bank transfer fails, the full amount (including fees) will go back to your GCash wallet.

What error did you see in RCBC Scan to Withdraw?

Select an error to see the prompt image and troubleshooting steps.

Your QR code has expired

QR codes expire after 5 minutes. Generate a new code and scan it again at the ATM.

You have reached the maximum codes generated

You can generate up to 3 unused QR codes per day. If you reach the limit, you can withdraw again starting 12:00 AM the next day.

Meanwhile, you can:

• Cash out at GCash Partner Outlets.
• Use your GCash Card at other BancNet ATMs.

Your QR code is invalid

Only QR codes from the GCash app’s RCBC Scan to Withdraw page work at RCBC ATMs.

Generate a new cash-out QR code:

1. Tap View All Services on your GCash app.
2. Select Cash Out.
3. Tap RCBC Scan to Withdraw.
4. Select Generate QR Code.
5. Enter the amount and tap Next.
6. Review the details and tap Proceed.
7. Your QR code will appear.

If you’re still getting errors, click Contact Support below. Our team will reach out to you within 24 hours.

Contact Support

Need more help?

If you’re still getting errors, click Contact Support below. Our team will reach out to you within 24 hours.

Can’t use International Transfer?

If you can’t transfer money to an international bank, complete these checks before trying again.

1. Verify your account
   Make sure your GCash account is fully verified.
2. Check your limits
   Review your wallet and transaction limits.
3. Check your balance and fees
   Your balance must cover the transfer amount and fees. If a transaction fails, the total amount plus transfer fees will be refunded to your GCash account.
4. Enter the OTP
   Enter the One-Time Password when prompted.
5. Troubleshoot the GCash app
   Follow the troubleshooting steps, then try the transfer again.

Need more help?

If you still see an error, click Contact Support below. Our team will reach out to you within 24 hours.