Follow these steps if you lost your SIM card or phone with your GCash-registered account.
1. Submit a ticket within 24 hours to report the incident.
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- For ‘Concern category’ choose:
- My GCash Account →I lost my SIM card / phone
- Our customer support will temporarily suspend your account to keep your funds safe.
- 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 or transfer the funds to a new number.
- For ‘Concern category’ choose:
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2. Contact your network service provider to get a new SIM card.
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- Note: To save you time, best to get a sim replacement of the same number. See processing times below.
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3. If you got a new SIM card with the same number, submit a new ticket to lift the suspension of your GCash account.
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- For ‘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.
- For ‘Concern category’ choose:
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4. If you got a new SIM card with a different number, register for a new GCash account and have it verified. Accounts that are not verified, will not be processed.
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- If you need help verifying, visit How do I get Fully Verified?
- Note: Input the same personal information for your new account and it is recommended that you provide the same Valid IDs the same as your old account.
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5. Once verified, Submit a new ticket to transfer of funds from your old to your new account
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- For ‘Concern category’ choose:
- My GCash Account → I still have funds on my old lost sim, kindly transfer to my new number.
- You will be required to provide an affidavit of defective/expired/lost SIM if your old number was not verified.
- You will receive a confirmation email regarding the status of your request within 48 hours.
- After 48 hours, you may also proceed with fully verifying your new number in-app to access your funds.
- For ‘Concern category’ choose:
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6. If you have GCredit/ GGives/ GLoan, Submit a new ticket to transfer GCash Lending Services
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- For ‘Concern category’ choose:
- GCredit → I lost my old number and I want to replace it with my new KYC’d number
- You will receive another confirmation email regarding the status of your request within 48 hours
- For ‘Concern category’ choose:
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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.