Troubleshooting

Here's a short video on how to file a ticket if you think you can't log in:

 

Here are some things that you can do if you’re unable to log in to the GCash App. Check which applies to you so we can give you the best answer: 

• You are unable to log in because you forgot your MPIN or got locked of your account due to failed login attempts 
• You are unable to log in because you think there is something wrong with your GCash App 
• You are unable to log in and you think somebody may have taken over your account without your knowledge/permission 

Customer Driven 

If you are unable to log in because you forgot your MPIN or got locked out of your account due to failed login attempts, visit What should I do if I forgot my MPIN? to know how to reset your MPIN. 

Here are some tips on how you can prevent issues with your MPIN in the future: 

• Biometrics login is the best way to avoid being locked out from your account which you can set up in 6 easy steps.  

1. 1. Check if your phone is capable of the Biometrics Feature to avoid this from happening again. 
   2. Android and iOS users can visit How can I enable my Biometrics Login? to learn how to enable the Biometrics Feature. 

• • If your phone is not capable of the biometrics feature, you can set up Security Questions to easily recover access to your account. You should also set up Security Questions to recover your account even if you have already set up the Biometrics Feature. Visit How do I set up my Account Recovery via Security Questions? to learn how you can do this in just 8 easy steps. Remember the answers to the security questions that you set up because once you set it up, these will no longer be editable. 

App Driven 

If you are unable to login because of an app slowdown, freeze, or crash you may perform the following troubleshooting steps to try to fix things on your end: 

• Check your network connection if you are unable to log in to GCash.

Here's how to do it for Android devices: 

STEP 1: Tap on Settings on your device

STEP 2: Tap Connections

Step 3: If you are using a Wi-Fi connection, Check if your WiFi connection is on and you are connected to a wireless network

Step 4: If you are using data,  Tap Data Usage and Check that your mobile data is on

Here's how to do it for iOS devices: 

STEP 1: Tap on Settings on your device

STEP 2: If you are using a Wi-Fi connection, check if your WiFi connection is on and you are connected to a wireless network

Step 3: If you are using data, check that your cellular data is on

 

Here’s a summary on how to check your network connection if you are an Android user:

Here’s a summary on how to check your network connection if you are an iOS user:

• Ensure that your GCash App is up to date. If you’re unsure if you have the latest version, here’s what you can do: 

Here's how to do it for Android devices:

STEP 1: Open the Google Play Store

STEP 2: Search for GCash

STEP 3: Tap Update if there is a new version available for GCash

 

Here's how to do it for iOS devices:

STEP 1: Open the App Store on your home screen

STEP 2: Search for GCash

STEP 3: Tap Update if there is a new version available for GCash

If you are unable to download the app via the Google Play Store, you can download it directly from us. Visit How do I download or update the GCash app when Google Play Store says "This app is not compatible with your device"? to learn how to download directly from us. 

 

Here’s a summary on how to check if your GCash App is up to date if you are an Android user:

Here’s a summary on how to check if your GCash App is up to date if you are an iOS user:

• Check if the GCash App is undergoing system maintenance. During this time, you will be unable to login and transact with GCash. You may check the official GCash Social Media Accounts to find out if the GCash App is undergoing system maintenance.

 

• Restart the GCash App

Here's how to do it for Android devices:

STEP 1: Tap the Recent apps button

 

STEP 2: Look for GCash and swipe it up to close the app

STEP 3: Re-launch GCash

 

Here's how to do it for iOS devices:

STEP 1: Double-press the Home button

STEP 2: Look for GCash and swipe it up to close the app

STEP 3: Re-launch GCash

 

Here’s a summary on how to restart the GCash App if you are an Android user:

Here’s a summary on how to restart the GCash App if you are an iOS user:

• Clear App Cache to give your GCash App a Speed Boost 

Android

STEP 1: Tap Settings STEP 2: Tap Apps STEP 3: Tap GCash STEP 4: Tap Internal Storage STEP 5: Tap Clear Cache STEP 6: Launch the GCash App

 

Here’s a summary on how to clear your app cache for Android users:

• Uninstall and reinstall the GCash App 

Here's how to do it for Android devices:

STEP 1: Open the Google Play Store

STEP 2: Search for GCash

STEP 3: Tap Uninstall

STEP 4: Tap Install to re-install

 

Here's how to do it for iOS devices:

STEP 1: Tap Settings on your home screen

STEP 2: Tap General

STEP 3: Tap iPhone Storage

STEP 4: Tap on the GCash icon

STEP 5: Tap delete app

STEP 6: Go to the App Store on your home screen 

STEP 7: Search for GCash

STEP 8: Tap Get to reinstall the GCash app

 

Here’s a summary on how to uninstall and reinstall the GCash App if you are an Android user:

Here’s a summary on how to uninstall and reinstall the GCash App if you are an iOS user:

Here are some tips on how you can prevent GCash App Related log in issues in the future: 

1. Stay up to date on upcoming System Maintenance schedules by following our official Social Media Accounts. 
2. Enable auto-update to get regular updates.

Here’s how to enable auto-update for Android Devices

STEP 1: Go to the Play Store

STEP 2: Tap the profile icon on the upper right

STEP 3: Tap Settings from the menu

STEP 4: Tap Network preferences

STEP 5: Tap Auto-update apps

STEP 6: Select your preferred auto-update option.

Over any network to update apps using either Wi-Fi or mobile data.

Over Wi-Fi only to update apps only when connected to Wi-Fi.

STEP 7: Tap Done

Here’s how to enable auto-update for iOS Devices

STEP 1: Go to Settings

STEP 2: Tap App Store

STEP 3: Toggle App Updates 

Here’s a summary on how to enable auto-update if you are an Android user:

Here’s a summary on how to enable auto-update if you are an iOS user:

Security Driven

If you think you can’t log-in to your account because someone has taken over your account without your knowledge or permission, this is called Account Takeover (ATO).  Follow these steps to try to recover your account: 

• • • STEP 1: Reset your MPIN if you can still access your account. Learn how to reset your MPIN by visiting How can I change my MPIN?
    • STEP 2: 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. You must provide all the information requested. The dispute team may ask for other details prior to investigation. 

Follow these steps to properly file a ticket:

STEP 1: Submit a ticket in the Help Center. A GCash representative will get back to you within 24 hours to help you login to your account.

STEP 2: In the GCash-registered Mobile Number field, enter the number you are trying to login to 

STEP 3: Select My GCash Account as the Concern Category

• • • • After selecting My GCash Account, select My account was hacked

STEP 4: In the Explain your concern field, include why you think your account has been compromised 

Common signs that your account has been compromised are:

• • • • • • Your MPIN no longer works.

• • • • • • Your email has been changed.

• • • • • • Unauthorized transactions are present in your Transaction History.

• • • • • • Money is sent to your account without your knowledge.

• • • • • • Money is debited from your account without your knowledge.

• • • • • • Your linked debit or credit card has been accessed without your permission.

STEP 5: In the Attachments field, attach the following documents:

• • • • • • • • A copy of your Valid ID with your signature
              • A copy of the front and back of your compromised card
              • A copy of the transaction receipt if available
              • Your accomplished dispute form

You can download the GCash Dispute Form by visiting How can I file a dispute form? 

Here are some tips on how to fill up the Subscriber Dispute Form:

• • • • • • • • • • Input your GCash Card Number in the SUBSCRIBER’S GCASH CARD NO. field

Leave this field blank if you do not have a GCash Card.

• • • • • • • • • • Input your GCash-registered mobile number in the SUBSCRIBER’S GCASH REGISTERED MOBILE NO. field

Make sure this is the GCash-registered number you are trying to login to.

• • • • • • • • • • Input your full name in the SUBSCRIBER’S FULL NAME field.
                  •  
                  • Input your First Name, Middle Name, and Last Name
                  •  
                  •  If you are disputing transactions such as unauthorized transactions in your Transaction History, input the Transaction Date, Merchant Name, Transaction Amount, and Transaction Reference of all unauthorized transactions
                  • Check Unauthorized Transaction as your reason for disputing transaction
                  • Place your Signature over Printed Name
                  • Enter the Date you filled out the Dispute Form
                  • Input your Contact Number 
                  • Input your Email Address

• • • • • •  

• • • • • • •  

• • • • • • •  

Here’s a summary on how to properly file a ticket if you think you cannot login to your account because someone has taken over your account:

• You may be given a temporary MPIN and you will be advised to reset your MPIN immediately. After you reset your MPIN, you will be able to access your account again, even during the 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.  
  REMEMBER: Never share your MPIN or OTP code with anyone. GCash representatives will never ask for this information. 
• The investigation may be completed within five (5) business days. Should it take longer, you will be notified and advised accordingly as to when the investigation will be completed.

Here are some tips on how you can prevent security driven log in issues in the future: 

1. Set up your security questions to avoid getting locked out of your account in the future! Visit How do I set up my Account Recovery via Security Questions? to learn how you can do this in just 8 easy steps.
2. Enable the biometrics feature using your fingerprint or face ID  for a faster and more secure way to access your account. Click How can I enable my Biometrics Login? to start using the biometrics feature.

REMEMBER: Never share your MPIN or OTP code with anyone. GCash representatives will never ask for this information.  .