If you haven’t received your purchase even if you received your confirmation receipt, follow these STEPs to check if your E-PIN purchase transaction was successful:
STEP 1: Check your network signal and make sure you have a stable connection
STEP 2: Check if you received an SMS confirmation from GCash
NOTE: Please wait up to 5 minutes to receive the SMS confirmation of your purchase.
STEP 3: Check if your E-PIN purchase was reflected in your Transaction History
TIP: To know more on how to check your transaction history, visit Where can I find my Transaction History in the GCash App.
If you have recipient not received the E-PIN product after five (5) mins, submit a ticket in the Help Center by following these steps:
STEP 1: File a ticket in the Help Center. A GCash representative will get back to you within 24 business hours after you have sent your inquiry.
STEP 2: Input your GCash-registered email address
STEP 3: Input your GCash-registered full name
STEP 4: Input your GCash-registered mobile phone number
STEP 5: Select Load > I did not receive my E-Pins as your concern category
STEP 6: Provide in the text box all the details that will help us assist you with your concern
Please include the following details:
- Mobile Number of Sender
- Mobile Number of Load Recipient
- Transaction Channel whether GCash App or *143#
- PIN Name (ex. Steam, Razer, Garena, etc.)
- PIN Amount
- Reference Number
STEP 7: Input Date of Transaction
STEP 8: Input Amount
STEP 9: In the Attachment Section, attach the confirmation receipt of the purchase
STEP 10: Tap Submit
Once your ticket is resolved. You will receive an SMS with the details of your E-PIN.
Here is a summary of the steps on how to file a ticket if you did not receive your E-Pins.