Account Takeover (ATO) is when someone other than the owner knows someone else’s username and password. This involves accessing the account without the owner’s knowledge and permission.
Unauthorized Transaction occurs when money is sent to and/or illicitly debited from your GCash account via the GCash App and/or the GCash MasterCard. This may also include access to linked debit or credit card(s) without authorization.
These are the signs that your security and financial details are being compromised.
- Your MPIN no longer works.
- Your email has been changed.
- Unauthorized transactions are present in your Transactions History.
- Money is sent to your account.
- Money is illicitly debited from your account.
- Your linked debit or credit card has been accessed without your authorization.
Follow these steps if you think your account has been hacked or compromised.
- Reset your MPIN immediately if you can still access your account.
- Submit a ticket to report within fifteen (15) days for any unauthorized app-related concern; report within 24 hours if card(s) is/are included.
- Include the following in the Explain your concern field.
- List of indicators that your account has been compromised.
- For linked debit/credit cards, GCash MasterCard and/or GCash American Express Virtual Pay, list the unauthorized transaction(s) made, and provide your current delivery address for free card replacement and delivery.
- Attach the following.
- Accomplished Dispute Form
- Copy of your valid ID with signature specimen
- Images as proof that the card is in your possession (censor the numbers except for the first and last four digits)
You must provide all the required documents. Other details may be requested by the dispute team prior to investigation.
Your new MPIN must be different from your previous three (3) MPINs. Avoid easily guessable MPINs like your birthday, 1234, or the last four digits of your phone number.
Tips to Prevent Account Takeover
Follow these tips to further secure your account and to avoid unauthorized control of your wallet.
- Reset your MPIN regularly.
- Enable your Biometrics Login.
- Set up your Account Recovery via Security Questions.
- Get Fully Verified.
- Review all the personal and security information in your account. Update any information that isn't correct or that you don’t recognise.
- Review all linked accounts (banks, other mobile wallets, and lifestyle apps).