Submit a request – GCash Help Center

Please choose your issue below

Your email address

GCash Registered Full Name

Please enter your complete name.

Select the country where you registered your GCash Account

Please ensure that the Country where you registered your GCash Account matches the Mobile Number you are experiencing the issue with.

Mobile Number

Please do not include any spaces. Simply input the mobile number code. (ex. 63-XXXXX)

Concern Category

Please choose the statement that best describes your concern. Can't find it on the list? Check our Help Center articles or chat with Gigi for an answer.

Select what happened to your payment

Select which statement is most relevant to your case

What best describes your situation?

Select which statement is most relevant to your case(optional)

ALFM Global Multi-Asset Income Fund (ALFMGMIP) from BPI Investment Management Inc. (BPI-IMI) is currently the only fund on GFunds with dividends.

Select which statement is most relevant to your case

Select which statement is most relevant to your case(optional)

Select which statement is most relevant to your case

GCash Reference Number/Transaction ID(optional)

Make sure that information is correct. Input your transaction ID or reference number if transaction was made through an external wallet or account. Write '0' if this is not available.

Amount

How much was the transaction cost?

Date of Transaction

Please use the transaction date in your transaction history.

Select your error experience that apply.

When was your last transaction made?

How much was your last known transaction?

Your account type

What best describes the events that happened before the unknown transactions?

What is the brand and model of your device?* (eg. Apple iPhone 13 Pro, Samsung Galaxy A13)

What is your phone's OS?

In your Settings app, search for “Android version” (for Android users) or go to General > About (for iOS users)

Please put the link, website, or details of the social media account below.

Write "N/A" if it does not apply to you.

Did you or are you sharing your GCash log in details with a family member, friend, or colleague?

Did you log in your GCash account on a family member, friend, or colleague’s device?

What stores or merchants are linked to your GCash account?

Total Disputed Amount

Enter the same amount as above for a single transaction; otherwise, sum the disputed transaction amounts.

Select which statement is most relevant to you

Which of the following actions did you take to increase your wallet limit?

Select the first action you took. Note that it would take up to 72 hours for the upgrade to take affect after doing the action you selected.

How did you scan the QR code?

Type of transaction

Payment Method

Load Product

Specific Load Product

See Load page, transaction history, or App Inbox

Type of Load

How did you pay?

What was the type of transaction?(optional)

How did you pay?

Do you have Send Money Protect?(optional)

Date of Send Money Protect purchase

Note that Chubb will only allow cancellation up to the 7th day starting from the date when Send Money Protect was availed.

How did you pay?

Account Number

Account number or Client Code

Top Up Partner(optional)

What information is showing in the app?

What do you want to change or update it to?

Method of Sending Money(optional)

Please provide the purpose of this transfer.

Kindly share the reason behind making this transfer

What is your relationship with the recipient of the funds?

How did you Cash in? Please choose the correct partner/bank.

Linked Account

Date when you were contacted

Name of the agency or group who contacted you

Type of card(optional)

Look for the VISA or Mastercard logo in your card

Reason for Account Deletion(optional)

What is the merchant name where you did the transaction?

Which branch did the transaction took place?

Have you coordinated your concern with the merchant?

Promo/Voucher Code

GSave Partner Bank

GInsure Product(optional)

Lost Mobile Number

This account will be deactivated to keep your funds safe. You won’t be able to login. Once you have your SIM replaced, let us know so we can reactivate it.

Date of Registration

GCash number or account number of the recipient(optional)

For Bank Account Numbers, please input only the last 4 digits of the account.

Name of the recipient(optional)

Sender's Number

Please do not include any spaces. Simply input the mobile number code. (ex. 63-9XXXXXXXXX or 09XXXXXXXXX)

Correct Recipient's Number

Please do not include any spaces. Simply input the mobile number code. (ex. 63-9XXXXXXXXX or 09XXXXXXXXX)

Intended recipient's mobile number

Please do not include any spaces. Simply input the mobile number code. (ex. 63-9XXXXXXXXX or 09XXXXXXXXX)

Others (Please specify)(optional)

Full name of the recipient

Name of the biller or merchant

Check your App Inbox, Transaction History, printed receipts, or QR standee

Name of the Merchant

Why are you deleting this account?

Has it been more than 7 days since the latest date you attempted to fully verify?(optional)

Date of last KYC Attempt(optional)

What type of user are you?(optional)

ID Submitted for Verification (For Filipino Citizens Adults)(optional)

ID Submitted for Verification (Filipino Citizen Minor)(optional)

ID Submitted for Verification (Foreign National)(optional)

Old GCash Mobile Number

Please enter your mobile number in the following format: 09xxxxxxxxx

Old GCash Mobile Number

Please enter your mobile number in the following format 63-9XXXXXXXXX

Mobile Number of the GCash Account you want to cancel/delete

Is the above GCash Mobile Number registered to your telco provider?

New GCash Mobile Number [MUST BE VERIFIED]

IMPORTANT: Both accounts must be registered to the same Account Owner, otherwise it will be rejected.

New GCash Mobile Number [MUST BE VERIFIED]

Your GCash mobile number must be fully verified, otherwise your request will be rejected. Please enter your mobile number in the following format 63-9XXXXXXXXX

First Name

Must be exact match with your registered GCash Accounts

Middle Name

Please enter your complete middle name in the format: Ex: "Santos"

Last Name

Must be exact match with your registered GCash Accounts

Date of birth

Enter your date of birth in the this format YYYY-MM-DD

What was the email registered to your old account?

What happened to your old number?

Did you perform Account Recovery?

To learn more visit: https://help.gcash.com/hc/en-us/articles/9059222758041-Can-I-change-my-mobile-number-linked-to-my-Gcash-Account-

Did you receive an email about your account deactivation?

To learn more visit: https://help.gcash.com/hc/en-us/articles/19643426242201-Account-was-deactivated

Amount to be transferred from old to new account

Contact Details

Last 4 Digits of your GCash Mastercard

Place "N/A" if you don't have a card

GInsure Policy Number

Your GCash Registered Home Address

Do you have a subcription in GLife?

Which of the following merchants are you subscribed to?(optional)

I agree to transfer my wallet balance, GCash Card, GInsure, GFunds, GStocks, GCrypto, GLife, GCredit, GGIves, GLoans (whichever is applicable) from my old to my new number.

Yes, I agree

For my GSave Account, I understand that I will have to contact directly the partner banks to request change in number.

Yes, I understand

What error did you encounter?

Screenshot of Email Confirmation / Proof of Debit

I agree & consent to delete my GCash account linked to my Old No. if I have no unpaid balances in GCredit/GLoan/GGives. I understand that I will LOSE Transaction History, GScore, GForest, Piggy Bank & other Information from my old account.

Yes, I agree

Selfie holding your valid ID which clearly shows the details.

I have attached a clear copy of a selfie holding valid ID on the attachment section below (required)

I understand that the device I lost will be unlinked so I may link my new device again(optional)

Yes, I agree

Billing Cut Off

Billing Due Date

ATM Bank Name

ATM Bank Location

Did you receive an SMS or In-App confirmation?

If YES .Upload screenshot of SMS or In-App Confirmation

Loan Account Number or Account Number

For GCredit, enter your Account Number. For GGives or GLoan, enter your Loan Account No.

Your Email address

Birth Date

Agency Contact information

Telephone, mobile number, or email address

Birthplace

Please enter your place of birth in the format: Municipality/City & Province, Ex: "Antipolo, Rizal"

Current/Permanent Address, Zip Code

Nationality

Government ID Type/ID Number

Example: Driver's License/N01-23-456789

Source of Fund

Nature of Work

Are you currently employed? If Yes, select your estimated monthly salary range

Do you have a business? If Yes, select the estimated monthly business income

Please provide proof of business registration

Please provide photo of business establishment/stores

If submitted business document is only DTI or Barangay Clearance

Industry Type

Please specify other sources of income

Write "N/A" if not applicable

Are you using GCash for business purposes?

What is your business?

What is the product of your business?

What is the expected amount to be transacted in GCash in one month for business purposes?

Commonly used GCash Product

Are you using GCash Send Money/Express Send including Send to Bank?

What is your purpose for Send Money transactions?

How often do you use Send Money/Express Send

Ex. Everyday, Once a week, etc.

What is your expected total amount of Send Money/Express Send transaction for one month?

What is your relationship to the sender/receiver?

Ex. Relative, Customer, etc.

Are you an OFW?

Which country do you work in?

Are you using your personal GCash Account?

What is your range amount of expected GCash transaction for 1 month?

Please provide proof of employment

Ex. Employment Contract, COE, etc.

Are you using Remittance?

What is the purpose of your remittance transaction?

What is your relationship to receivers/senders?

Domestic or International remittance?

Which Remittance partners do you usually transact with?

What is your expected remittance transaction amount for 1 month?

Are you using GCash Webpay

Ex. Glife, Mini program, Payment Solutions, Dragonpay, Alipay, Paynamics, Online subscriptions, etc.

Which merchant partner do you usually transact with?

Ex. Coda, Dragonpay, Netflix, Spotify, etc.

Specific purpose of your transactions?

Estimated amount of Webpay transaction for 1 month?

Are you using GCash Paybills?

Which Paybills partners do you usually transact?

Ex. ECpay, Meralco, etc.

Are you using GCash Buy Load?

Is it for personal use or business purposes?

Estimated amount of Buy Load transaction for 1 month

Are you using GCash Pay QR?

Which Scan to Pay merchant partner do you usually transact with

Ex. Mercury, Puregold, etc.

Are you using Receive QR for business purposes?

Estimated amount to be transacted under GCash Pay QR for 1 month

What is your relationship to the sender/receiver of QR?

Ex. Customer, Relative, etc.

Are you using GInvest?

Ex. Atram, etc.

What is your estimated range of transactions for GInvest in one month?

How frequent do you deposit?

How frequent do you withdraw?

Are you using GCash Cash In?

Ex. via Bank, via 7eleven, etc.

Purpose of Cash In transaction

Telco Network

Total estimated Cash In amount transaction for 1 month

Which GCash Cash In partners do you usually transact with?

Ex. 7eleven, Banks, etc.

Valid ID

Proof of source of funds and financial capacity

Copy of ITR, payslip and business documents

Proof of Billing

Attach your proof of billing (ex.rental SOA, utility bills, credit card bills, association dues)

Bank with relationship

Selfie Photo

Copy of Signature

I hereby declare that the information provided herein are true and correct of my own knowledge. I also understand that any willful dishonesty or untruthful information on my part is a ground for disapproval and/or immediate termination of my account.

ID Submitted for Verification (Only IDs below are acceptable)

We only accept the IDs in the dropdown for verification. Any other IDs are currently not accepted.

Where did you learn about this product?

Photo of valid government ID

Attach a photo of your valid government id both front and back

OS/iOS version

App Version(optional)

Date of Linking

PayPal Email Address

Screenshot of Transaction from PayPal

I have emptied my GCash account and fully paid my GCredit, GGives, GLoan balances

Yes, I agree

Your date of birth(optional)

Why don't you want GCash anymore?

What bank/e-wallet do you prefer?

What country are you going to reside in?

Tell us more about what you are having difficulty in with our app.

Tell us more about the promo you were unsatisfied about.

What GCash Service were you unsatified with?

Tell us more about your verification problems with GCash.

A. Please confirm your identity by submitting a copy of any of the documents listed below.

B. If your request is made by an authorized representative, please confirm the identity of your Authorized Representative by submitting a copy of any of the documents listed below and authorization letter

The data collected here will only be used to validate your identity and process your request for data/account deletion. Once you have completed the form and we’ve validated your identity, we will process the deletion of your account.

I agree & consent to delete my GCash account linked to my Old No. if I have no unpaid balances in GCredit/GLoan/GGives. I understand that I will LOSE Transaction History, GScore, GForest, Piggy Bank & other Information from my old account.

Yes, I agree

I have attached a clear copy of a Valid ID on the attachment section below

Notarized Affidavit (for funds 1k and above)

I have attached a Notarized Affidavit (required for Non-Fully Verified Old Accounts)

Screenshot of email about your account deactivation

I have attached a screenshot of the email I received from hello@gcash.com

I have attached the accomplished form on the attachment section below

Note: You may download the form via the link from Instruction #2 above.

I have attached a Authorization Letter, Passport or Valid ID of authorized representative on the attachment section below

Employee Follow-up Indicator(optional)

Employee email(optional)

Thank you for reaching out to GCash Support. Please tell your family or friend to take note of the ticket number. An agent will reach out to them within the next two hours via the app and email. If you're raising this ticket for yourself, you'll receive the response.

Please choose a reason below

When did you buy your sim?

Prepaid or Postpaid

Is this your personal or company issued phone number?

Company Name(optional)

Complete Address of Branch(optional)

Please include region and major island group (Luzon, Visayas, or Mindanao) ex. 999 General Luna St, ABC Village, Brgy 999, Bacoor City, Cavite, Luzon.

Point Person to Receive the Kit(optional)

What is the merchant name displayed in the QR?

Store Name(optional)

GCash Pera Outlet ID(optional)

Were you advised to submit additional documents?

If your screen says 'Please complete your verification', you will need to submit additional documents in order for us to proceed with your application. Please go to the GCash app > Profile > Verify now > Continue Verification and submit your documents

Date of last KYC Attempt

Have you submitted the additional documents?

Has it been 10 days since you submitted your verification application?(optional)

Did you share your MPIN (4 digit number) to anyone?

Did you share your OTP? (6 digit number)

Did you share your personal/account information with anyone? Has your MPIN been reset without your knowledge?

What was the unauthorized transaction made on your account and the total amount being disputed?

Did you share your OTPs from your linked bank account in Gcash?

Was your GCash account linked to other online applications like Lazada, Shopee, FoodPanda, etc without your consent?

If yes, what online applications were linked?(optional)

How did you pay?(optional)

Card and payment method used

What card did you use and how did you pay?

Select which statement is most relevant to you

Location of Purchase(optional)

Was the transaction made locally or internationally?

Type of Scam

Did you continue with the transaction and paid again?

Website or other link of the account you want to report

Date encountered(optional)

If you saw an error code, pleasse input it in this box. If none, put 0

Error codes are usually a combination of 2 letters followed by numbers. Examples are AR861200 or MR502200

What type of error did you experience?

Others

I certify that I consent to GCash and its partner's processing and updating my mobile number in order for me to access my Account.(optional)

I confirm that I did the action to increase my wallet limit but it has been more than 3 days and it still hasn't been upgraded(optional)

Valid Government Issued ID (eg. SSS ID, UMID, Driver's License, Passport, etc.)*

I have attached a clear copy of a Valid ID on the attachment section below (required)

Selfie holding your valid ID which clearly shows the details.

I have attached a clear selfie holding my Valid ID on the attachment section below (required)

Screenshot of phone settings showing the mobile number

Screenshot of transaction or error prompt

Take a screenshot of the transaction or error prompt and attach them to this request

I have attached the screenshot of my Phone/SIM Settings showing my GCash number.

I have attached the screenshot of the SMS/e-mail about the linked device

Why do you want to close your account?

In the textbox below, please include 1) the email address you registered with the merchant, 2) your username or account ID, and 3) the ticket or request number you have with the merchant.

I have uploaded my Valid ID & Selfie holding the valid ID below

Upload a Valid ID accepted in our KYC (https://help.gcash.com/hc/en-us/articles/900000948786-Accepted-IDs-for-GCash-Verification)

Please share what happened or add other information about your concern

You may attach screenshots or files related to your concern.

Would you be willing to share your information with the alleged scammer if they wanted to settle the issue with you?(optional)

Ticket Source(optional)

Customer Profile(optional)

Attachments(optional)

Add file or drop files here

Submit a ticket