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
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- 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
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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.
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- 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.
- For the ‘Concern category’ choose:
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- 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.