Submit a ticket

Reminder: Before inputting your information, make sure you have your ID and documents ready. You may refer here for more information. Please make sure that all the information entered is consistent with your ID documents.

Important:

1. If you created a new verified account, do not fill out this form. Instead follow the instructions here.

2. Ensure to attach a Valid ID & accomplished form. Press here to download the form. Failure to do so will result to rejection.

You can use your GCash app to reply or get updates about your ticket. Log in to your app and go to Profile > Help > My Tickets. Tap here to learn more.

IMPORTANT: Please ensure you create a copy before proceeding to fill out these documents - BRD, GSLIDE.

Please enter your complete name.

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

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

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.

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

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

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

See Load page, transaction history, or App Inbox

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.

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

Account number or Client Code

Kindly share the reason behind making this transfer

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.

How much was the transaction cost?

Look for the VISA or Mastercard logo in your card

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.

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

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

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

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

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

Found on the SMS received or Transaction History.

Please use the transaction date in your transaction history.

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

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

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

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

Must be exact match with your registered GCash Accounts

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

Must be exact match with your registered GCash Accounts

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

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

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

Yes, I agree

Yes, I understand

Yes, I agree

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

Yes, I agree

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

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

Telephone, mobile number, or email address

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

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

If submitted business document is only DTI or Barangay Clearance

Write "N/A" if not applicable

Ex. Everyday, Once a week, etc.

Ex. Relative, Customer, etc.

Ex. Employment Contract, COE, etc.

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

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

Ex. ECpay, Meralco, etc.

Ex. Mercury, Puregold, etc.

Ex. Customer, Relative, etc.

Ex. Atram, etc.

Ex. via Bank, via 7eleven, etc.

Ex. 7eleven, Banks, etc.

Copy of ITR, payslip and business documents

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

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

Yes, I agree

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.

Yes, I agree

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

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

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

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

What card did you use and how did you pay?

Was the transaction made locally or internationally?

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

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

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

Take a screenshot of your IOS Version and Model Name by going to Settings > General > About.

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

You may attach screenshots or files related to your concern.

Add file or drop files here