I lost the SIM or phone where my GCash account is registered

For SMART and TNT users: 

1. Go to the store
2. Present one (1) valid  ID as proof of identification. The ID should have your name, photo, ID number, signature, and issuing entity. 

For Globe users: 

1. Go to the store.
2. Present the following documents
   • For Postpaid:
     • One (1) original Government-issued ID. 
   • For Prepaid:
     • Notarized Affidavit of Loss (standard) with the following details: Customer name, citizenship, address, customer signature, mobile number, and incident details (how, why, when, and where mobile phone or SIM was lost)
     • Two (2) original Government-issued IDs presented during the affidavit of loss notarization

For GOMO users: 

1. Prepare the following documents:
   • Notarized affidavit of loss
   • Selfie of the owner with the affidavit of loss
   • 2 valid IDs

2. Submit the requirements to GOMO via e-mail. You may check your network provider’s updated e-mail address.

For DITO users: 

1. Go to the store.
2. Present the following documents:
   • Notarized Affidavit of Loss
   • One (1) government-issued ID

Once your replacement SIM becomes available,

1. Take a photo of the following documents:
   • One accepted valid government ID 
   • A clear photo of yourself holding your valid ID.
2. Access your e-mail and enter the 8-digit reference number provided during the blocking request
3. Request for the unblocking of your account and upload the ID and the selfie with your ID in the e-mail
4. Wait for an e-mail reply regarding your account status within 48 hours.

You can request to transfer funds from your old number to your new number. 

• Make sure that the new number is Fully Verified
• You can request to transfer funds from your old number to your new number. Note that only the following products linked to your old account shall be transferred:

• • Lending (GGives, GCredit, GLoan)
  • GSave
  • GStocks PH
  • GCrypto
  • GFunds

You will need to submit the following documents:

• • Photo of one (1) valid government-issued ID (link out to acceptable IDs
  • Selfie with the valid government ID
  • If your old number is not fully verified, you also need to secure a notarized affidavit of loss.

Steps to process the transfer of funds and services to your new number:

1. Have the photo of the valid ID, selfie, and the notarized affidavit of loss (affidavit is only required if your old number is a Basic GCash account) ready for submission
2. Access your e-mail and search for the GCash reference number generated when you requested for the blocking of your account
3. Reply to the e-mail with your documents, and the mobile number where you want to transfer the funds and services.
4. Wait for the update from our GCash Support Team within 24 hours.