Unable to Access or Manage Members
Use this guide to fix common issues with the Members page, invitations, registration, roles, and account access. Tap a section below to view troubleshooting steps.
Members page access
Only admins on Premium (Tier 3) and existing Tier 2 accounts can open the Members page. Check that:
- You are using the correct GCash for Business account.
- Your account is Premium (Tier 3) or an existing Tier 2 account. Starter (Tier 1) accounts do not have a Members page.
- Your role is Merchant Super Admin or Merchant User Admin.
To open the page, select the dropdown beside your name, select Profile, then select Members on the left panel.
You can also go to business.gcash.com/members.
If you still cannot open the page, contact GCash for Business Merchant Support.
Invitation issues
Check that:
- The email address is correct and turns into a gray chip after you select +.
- You are adding no more than 15 email addresses.
- The person does not already have a GCash for Business account.
- Check the email address.
- Ask the invitee to check their spam or junk folder.
- Resend the invitation from the three-dot menu.
- If needed, cancel it and send a new one.
Invitations expire after 24 hours.
The link works only for the invited email address and expires after 24 hours. Ask a Merchant Super Admin or Merchant User Admin to send a new invitation.
Registration issues
The link is tied to the invited email address and cannot be shared. To use another email address, ask an admin to send a new invitation.
An email address with an existing GCash for Business account cannot be added to another merchant account. Check the invited email address or send a new invitation to an eligible email address.
Signing up creates a personal login only. A Merchant Super Admin or Merchant User Admin must invite the same email address to the company account.
Role and page access issues
Role changes take effect immediately, but a short delay may occur. Ask the member to:
- Refresh the browser.
- Log out and log back in.
- Check that the correct role was assigned.
Check the member’s role on the Members page, then refresh the browser. If the issue continues, ask the member to log out and log back in.
Removing a member’s only role blocks their access. A Merchant Super Admin or Merchant User Admin must assign the member a new role.
Admin lockout
At least one Merchant Super Admin must remain on the account. If all admins were removed, contact GCash for Business Merchant Support with:
- Registered business name
- Requester email address