Sometimes it is really a big hassle trying to get in touch with an agent via phone. As GCash gets more mainstream, voice support becomes more and more difficult to get. Thankfully, not everything needs to go via this channel.
How to Reach out to GCash Support via Website or Help Center
What are the ways we can contact GCash Support?
There are currently four ways to contact GCash support:
- Initiating a live chat in help.gcash.com or via the Help Center in the app (during business hours)
- Submitting a ticket in help.gcash.com or via the Help Center in the app
- Calling the 2882 hotline (during business hours)
- Emailing firstname.lastname@example.org
Of these, if you need someone to communicate with, the best course of action is via live chat, since you will have a real person in the chatroom during business hours. The second best option is to submit a ticket. If you go with email, they usually answer within a day.
However, please keep in mind that if you choose to initiate a live chat, you will still need to wait for your turn as the number of agents is limited.
Calls via hotline are also active only during business hours and have only limited agents available so it may also take some time to be able to connect to an agent.
How do I access the Help Center in the GCash app?
There are mainly two ways — one is from the login page, and the other is from inside the app. Take note: before submitting a ticket, does the advisory on the top of the Help Center Page help you in any way?
Accessing the Help Center In the Login Page
You need to click on the “Help Center” in the lower-left part of the screen.
In the GCash app
Here are the steps for accessing it within the app:
- Open the sidebar
- Click on Help to go to Help Center
How do I access the Live Chat in Help Center?
Once you open the sidebar and click on Help, you will be able to see the “Chat with Us” button under the Help Center. Unfortunately, this is not available 24/7. The personnel manning it are only available during business hours. This is similar to the 2882 hotline.
If you are not in a hurry or if you access the Help Center during off-peak hours, you can also file a ticket within the app.
How can I ask simple questions without filing a ticket?
There has been an update that involves the use of a chatbot, called Gigi. It enables the user to ask simple questions and get the answers straight away. This helps out users who don’t really need to file a ticket to get an answer from an expert.
To access the chatbot, you need to go to submit a ticket page and select the chat button from that page. Gigi will auto-answer and will be providing a list of FAQs users ask. You can select from the list, or you can ask your question from there.
How do I submit a ticket in Help Center?
You can either click on the “Submit a ticket” link on the Chat with Us page or visit Help Center during off-hours. The main button changes from “Chat with Us” to “Submit a Ticket”.
Another improvement brought up by a recent update is the linking of the ticket to your account. Once you’ve filed a ticket, you can see the status of the ticket on the Help Center page as well.
Does GCash still have Facebook Messenger support?
GCash has already disabled FB Messenger support, in favor of a dedicated help portal (help.gcash.com). This means that anyone that contacts you via FB Messenger is not an authorized GCash representative. They may very well be scammers.
The main difference between a legit support representative and not is a representative would most likely not initiate a chat with you. Also, official representatives do not ask for your personal information, especially your MPIN and OTP.
Is Globe support the same as GCash support?
No, Globe support will only redirect you to the GCash hotline.
Why is Globe Telecom not supporting GCash?
Globe Telecom is only part owner of Mynt, which operates G-XChange, Inc. (GXI). GXI’s main product is GCash so it is up to GXI on how to support the application. Additionally, Mynt has been operating independently for a while now.
Is Fuse Lending support different from GCash support?
Mynt also operates Fuse Lending (whose main product is GCredit). As such, GCash support also covers GCredit and other Fuse products.
Some Common Issues Raised in GCash Support
I want to reset my forgotten MPIN. How can I do so?
You can try resetting it in the app itself or via USSD.
Someone hacked my account. How can I apply to the Customer Protect program?
Once there are unauthorized transactions, you can report these to GCash support. If the claim is valid, you will be receiving compensations based on the amount stolen. Here is an example of a scam circulating that preys on innocent users.
Here are the conditions of the program:
- You should report the transaction within 15 days of the incident.
- You should also include proof of the transaction/s as well as proof of your identity.
- The incident involved the use of the GCash app, GCash Mastercard or GCash via FB Messenger.
Someone scammed me. Is this included in the program?
Unfortunately, no. Since you gave your money willingly, the transaction is considered authorized. However, you can request that GCash disable the scammer’s GCash account.
What is the scope of the program?
The compensations depend on the level of verification. Typically, the compensation is the amount of the unauthorized transaction, however, the limits can vary based on the level.
- Fully Verified users can reach a limit of Php100,000.
- Semi-verified users can reach a limit of Php10,000.
- Basic users can reach a limit of Php2,000.
The ATM Machine did not dispense my cash. What should I do?
Usually, the amount gets credited before the end of the day, tomorrow at the latest. No need to contact GCash Support. But if the amount still isn’t credited the next day, then this is the time you should contact them.
My Cash-in in 7-11 failed. What should I do?
You can call up the ECPay hotline printed on the receipt. They have a better turnaround with telephone support.
I sent money to the wrong number. What should I do?
If the money is sent to a GCash user, then there is nothing to be done, except to contact the receiver to send the money back. There is no way to get it back as a GCash Send Money transaction is also considered as a cash transaction.
However, if the recipient is not a GCash user, you can still get it back but you will need to file a ticket to help.gcash.com.
One way to make sure you are sending to the right recipient is by checking the receiver information on the confirm page before sending the money.
My Bank Transfer via Instapay failed. What should I do?
The amount should be automatically credited before the end of the day, the next day at the latest. If not, then you should file a ticket or initiate a chat on help.gcash.com or in Help Center.
I lost my SIM Card or phone / I want to change my GCash number. What should I do?
First of all, if you lost your SIM or phone, have your SIM card replaced if possible by your service provider. Once you’ve done so, since you are using the same number, then you can use it to log into your account again.
But if you choose to change your SIM card or phone instead, then register with your new number and get verified. Once you’ve done so, file a ticket to transfer your money to your new account, and close the old one.
Take note that you can use multiple GCash accounts using different accounts, up to 3 in total. This also carries over to GSave, GInvest accounts. However, you can share only one GCredit between your accounts.
My Scan to Pay transaction succeeded, but the merchant didn’t acknowledge it because he didn’t receive an SMS. What should I do?
There is a way to check the transaction via SMS. You just need the merchant to send an SMS with this format to 2261 using the phone from GCash:
GCASHCHECK <GCASH REF NO> <BRANCH DISPLAY NAME>
You can find the full details of this in my merchant guidepost.
However, if you’ve already paid by cash, you need to initiate a refund via chat support. When I did so, the agent handed me this questionnaire:
GCash Balance or GCredit:
Transaction reference to be reversed:
Nature/ Reason for reversal:
If item was released or not (yes or no):
Picture of receipt if paid by cash:
Once you’ve filled this up and sent this to them, they will be giving you a ticket number. Take note that it make take a while for the refund to push through.
I’ve been getting debits in my GCash account via Google Play. How can I check and stop subscriptions?
Sometimes, we unknowingly allow it when an app adds a subscription, then we forget about it until we get debited the following month. We need to regularly manage the subscriptions in the Google Play Store.
Here are the steps to check subscriptions:
- Open your Google Play Store and open the side menu.
- Select Subscriptions option.
- Once inside the subscriptions page, you can select a particular one to see the details.
- Click on “Cancel subscription”. A questionnaire will pop-up to ask why you are cancelling. Select your choice and click on Continue.
You can contact GCash Support without waiting a long time via the hotline. You can use the live chat function in the help portal instead. However, since we are in quarantine, the best way right now is via ticket or via email. Calls to 2882 will take a long time due to fewer personnel handling calls.
If you need to apply for the Customer Protect program, you just need to make sure to file it within 15 days.
If you’d like to learn more about GCash, I created a how-to on the basics of GCash.
Here is a list of links if you’re interested in the main GCash features:
- Cash in or Cash out
- GCash Scams
- Send Money
- Bank Transfer
- Payment via QR
- GCash Mastercard
- AMEX Virtual Pay
- Pay Bills
- Request Money
- Buy Load
- GCash Forest
- Book Movies
- GCash via USSD (*143#)
- Receiving Remittances
If you are also interested in knowing what resources I used to make this blog happen, please look at my resources page.
How do you like the tutorial? Did I miss anything? Please add your comments and suggestions below!