Can't verify or failed verification

Your photo may have been blurry, dark, or covered. Check out these tips for the perfect selfie:

• Use good lighting. Take your selfie in a bright area.
• Choose a simple background with no people.
• Make sure your face is clear and fully visible. Remove glasses or face masks.
• Follow the steps in-app (like blinking), and hold as directed.

You can resubmit within 10 days. If not, you’ll need to restart the entire verification process.

If you've already resubmitted but haven't received an update, click here to follow up.

There may be a problem with the quality of the ID or the details don’t match. Check out these tips in submitting your ID:

• Use an original and valid ID (NOT expired).
• Make sure the info in your ID should exactly match what you entered in the GCash app.
• Take the photo in a bright area. Avoid using flash.
• Make sure the ID is fully visible and clear (not cropped or blurry).
• Take the photo right side up.

You can resubmit within 10 days. If not, you’ll need to restart the entire verification process.

If you've already resubmitted but haven't received an update, click here to follow up.

Try verifying again:

1. Open the GCash app
2. Tap Profile > Verify Now
3. Submit all required documents within 10 days

After submitting, please wait 4 days for an update.

It’s possible you did not meet internal policy requirements. These policies ensure the safety and compliance of all GCash accounts.

What to check first

If you received an SMS saying your verification could not proceed due to policy requirements, one possible reason is that you may have already reached the GCash Account Ownership Limit.

Under the GCash Account Ownership Limit, you may only have up to five (5) fully verified personal GCash accounts under your name. Once you reach this limit, you can no longer create or add another account.

To learn more, read here.

When to file a ticket

If you believe this was a mistake and you have valid proof or clarifications, you may click here to contact support for further review.

Please only file a ticket if:

• You completed the verification process and received the SMS.
• Your submitted information was correct and valid.

Otherwise, try verifying again by tapping Profile > Verify Now in the GCash app and make sure all details and documents are correct.