Follow these steps if you lost your SIM card or phone with your GCash-registered account.
- Submit a ticket within 24 hours to report the incident.
- 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.
- Contact your network service provider to get a new SIM card.
- If you got a new SIM card with the same number, submit a new ticket to lift the suspension of your GCash account.
- 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.
- If you got a new SIM card with a different number, register for a new GCash account. Then, submit a new ticket to request for the transfer of your available balance and other records (GInsure, GInvest, GCredit, and Save Money).
- For ‘Concern category’ choose:
- My GCash Account →I still have funds on my old lost sim, kindly transfer to my new number
- Make sure to list all the GCash financial products & services you are subscribed to for transferring and linking to your new GCash account.
- 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.
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.