What should I do if I lost my SIM/phone? – GCash Help Center

Follow these steps if you lost your SIM card or phone with your GCash-registered account.

1. Report immediately via our Gigi Chat Support. Open this link and click on the "Chat with Gigi" Button at the lower right of your screen

- - Provide Gigi with the required information & when asked about your concern, type "lost sim"
  - Our customer support will temporarily suspend your account to keep your funds safe.
  - Please take note of the 8-digit reference no. that our customer support will endorse as this will be asked when requesting to lift the suspension

2. Contact your network service provider to get a new SIM card.

3. Once you get a new SIM card with the same number, submit a new ticket to lift the suspension of your GCash account.

- - For the ‘Concern category’ choose:
    - My GCash Account →I want to lift the suspension of the lost SIM I previously reported
  - You will receive an email regarding the status of your account within 24 hours.

Reminders:

Make sure to enable all your security features (Biometrics Login, Security Questions, etc.) from your previous account to prevent other people from having access to your account.
Always keep your MPIN and other information updated to secure your account.

Account Recovery