How to Contact GCash Support (Without Waiting in Line)

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:

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:

  1. Open the sidebar
  2. 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:

Complete Name:
GCash Number:
Merchant Name:
Store Branch:
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:

  1. Open your Google Play Store and open the side menu.
  2. Select Subscriptions option.
  3. Once inside the subscriptions page, you can select a particular one to see the details.
  4. Click on “Cancel subscription”. A questionnaire will pop-up to ask why you are cancelling. Select your choice and click on Continue.

Summary

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:

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!

117 thoughts on “How to Contact GCash Support (Without Waiting in Line)”

  1. Thank you for going through the KYC process Ref No. 10065655289111590886276913. Please ensure that your registration details are true and complete to avoid deactivation of your account.
    Yes its truly complete and correct

    Reply
    • I suggest you keep on following up via email, I’m sorry I cannot be of any help because I’m not connected with GCash.

      Reply
  2. Sir/Ma’am, Goodday may we know what happen why i haven’t received my P10,000.00. i already send it to Seven Eleven South of Market. Since yesterday my Gcash still at P150.00 it’s been 1day PLEASE i needed it now. What seems to be the problem

    Reply
    • Nag-cash in po kayo? Puwede niyo pong tawagan yung ECPay hotline na nakalagay resibo kesa sa GCash. Mas konti kasi tumatawag sa support hotline ni ECPay kesa sa GCash.

      Reply
      • Bakit po hindi lumabas sa transaction history yong send money ko last July 9, 2020 pero nag message nman po sakin ang gcash na nadebit daw yong na send ko na 3180. Nagsend ako ng 3180 ginamit ko bank BDO payment for Caritas Health Sheild, Inc. anu po dapat gawin kasi ask ng caritas yong transaction history

        Reply
  3. is there in a way to talk the customer service of G CASH? the 2882 didn’t work!!!

    They deduct me 400 pesos but the receiver didn’t receive the money!

    Reply
  4. Hi po…tanong ko lang po kung paano ko po makontak ang gcash kc 12 days napo dipa dinilever ung inorder ko na gcash mastercard bayad napo un..thank u

    Reply
  5. bakit po ba ang tagal mag pafully verified ngayon sa gcash…1week na nagsubmit ilang beses na din nag email wala padin po…

    Reply
  6. Hello po. gusto ko po sanang marecover ang account ko ndi ko po kasi matandaan ang MPIN ko e. lahat na po ng paraan ginawa ko pero ndi ko po talaga marecover ano po ang dapat ko gawin. salamat po

    Reply
  7. Bakit Po kumain Yung 100 pesos sa account ko kanina pag check ko kulang Ng 100 tinignan ko sa transaction ko Wala naman ako pinag gamitan Ng 100 salamat

    Reply
  8. Nahulog sa krek yung cellphone ko andun yung simcard ko na nakaregister sa gcash, pano ko po ito marerecover? Sana po matulungan nyo po ako salamat po.

    Reply
    • Kung postpaid SIM card, puwede pong magpagawa ng panibagong SIM card dahil parehas lang yung number. Pero kung prepaid SIM card, ang payo ko po ay gumawa kayo ng panibagong account, magverify kayo at magsubmit ng ticket na ipapalipat niyo yung laman ng lumang number niyo sa panibagong number.

      Reply
  9. Need assistance pls ASAP san ko pwd reklamo nabudol budol tita ko na senior worth 20k nagpadala sya tru G cash kgbi lang tunatawag ako ngyn d ako maka conect pls pwd ba diretso kmi sa pulis

    Reply
    • Puwede po, since puwedeng makasuhan rin yun. Pero hihingan ka po ng mga patunay at pruweba kaya dapat maging handa po doon. Kung gusto niyo po, mag-iwan rin kayo ng ticket sa GCash support para malock rin ang account na nangscam sa inyo.

      Reply
      • My husband can’t send money sa kanyang gcash account… Pero maka buy load sya using his gcash pero pag send money na hindi na syaaka send? May kulang ba sa pag register kaya nya?
        “Oops! Sorry your current transaction cannot push through”

        Reply
        • Is he fully verified? If he is, then you should file a ticket at help.gcash.com. Otherwise he should go through the KYC (verification) process.

  10. What will I do if I sent money to a certain gcash account to buy a product through FB, unfortunately after payment using my gcash to another gcash account, I was blocked in messeger and Facebook ,how can I get back my money since the scammer uses gcash account?

    Reply
    • You can submit a ticket, and gcash will most likely block the scammer.

      However since you’ve given your money, it’s a bit difficult to get it back. It’s the same thing with a bank deposit account. Once you’ve deposited the money to a scammer’s account, you can only file a case against the scammer to have a chance to be able to get your money back.

      Reply
  11. Hindi ko ma open gcash ko kahit reset ko MPIN wala syang yung laman ng gcash ang laki pa naman kahit twagan ko yung gcash hotline di nag wowork yung number nila😔

    Reply
  12. One of the company with the worst customer service… lahat ng sinabi mong paraan para ma-contact sila ay napakatatagal din… LIVE CHAT!!!! Chat sa BOT… wla talagang taong nasagot sayo… at malamang sa malamang wla sa mga isasagot nya ang itatanong mo… 2882? pag hindi ka Globe o TNT hindi ka makakatawag. Pag nakatawag ka naman… hihingin lang ang number mo… tapos ni hindi manlang sasabihin kung correct on invalid ang naenter mong number.. basta magpapaalam na lang at ibababa na tawag mo… EMAIL SUPPORT!!! TICKET!!! Maghintay ka kung magrereply sila… may auto reply sila at yun lang!!

    Reply
  13. Hi tanong lang po. Nagakamali kasi ako ng send ng money sa non gcash user. Nagawan ko nadin namanbna ng ticket number. Matagal ba bago maprocess yun? Salamat

    Reply
    • Asked q lang po , kung pano ko po makuha sa gcash ung pera ko ,
      Nag widraw po ako nung june 8 sa metro bank via gcash master card at walang lumabas na money na debit po ung atm ko then file file po ako ng complaint tru metro bank and sabi nila mag wait ako ng 1 week para ibalik money ko sa account ko ,nag follow up ulit ako sa metro bank at na send na daw pera ko tru gcash pero ,di padin po nag credit s account q ung pera ko worth of 10k ,

      Reply
  14. ask ko lng po kz ndi ko ma open yung ccash ko kz mali dw mpin ko eh ndi nmn ako nagbago ng mpin ko eh katulad ngaun may nagsend ng money sa gcash ko ndi ko macash out kz need mabuksan yung gcash ko pano po yung gagawin na report ko na sa help center nagreply nmn sila nagbigay ng ticket# sakin ano po yung next na gagawin need ko na po kz macash out yung pera thank you

    Reply
      • I will just give feedback to my experience in following up a ticket #. inireport ko yung concern ko Aug. 11 and na solve ang problem Aug. 14. To fellow Gcash user keep on following up lets say every other day he3x..Okay naman ang kanilang help center in general..

        Reply
  15. hii. if requesting for a student id option para sa pag-verify po ba, do i send another email po ba na yung ticket no. yung subject or???

    thank you po.

    Reply
  16. Hellopo. Ask Lang po ako, nagwithdraw ako khapon ng 5,000 Sabi insufficient balance lumabas ang card then nag try another ulit nakakuha nako ng 5,000 pagtingin ko sa balance no dalawamg 5,000 and nabawas pero isang 5,000 Lang and nakuha ko kasi di nga daw PO sufficient balance ng unang try. Paano kaya PO eh bale 10,000 binawas kahit 5,000 Lang nakuha ko na Pera . Thank you po

    Reply
    • Tingnan mo po transaction history mo para macheck. Kung may bawas talaga, mababalik rin dapat sayo yan kung di talaga nagdispense ng cash. Kung may katanungan ka, mas ok na magtanong sa GCash support mismo.

      Reply
  17. Hi. Ask ko lang kung yung nakalist na sap for gcash incorrect yung surname (zyla bernaldo bareina pero ang dapat zyla bernaldo baterina) tapos yung gcash registration ko sa sim zyla bernaldo baterina okay lang po ba yun? Or kung ireregister ko zyla bernaldo bareina sa same number? Thank you.

    Reply
    • Sa palagay ko po na sa GCash number na nakarehistro po ipapadala ang ayuda, ngunit hindi po ako sigurado. Mas mainam na itanong ito sa GCash support.

      Reply
      • nag cash in po sila ng pera sa maling number maam and im trying to refund pero walang reply meron po ba kayong ibang number ng gcash bukod sa 2882 kasi iniignore yung concer ko pag nag press 1kelangan ng 11 digits which is diko alam kung saan makukuha yung number ng costumer service ako po ang may ari ng pera sinusubukan ko rin pong i follow up yung ticket

        Reply
    • Chineck mo ba muna kung tama ang sinendan mo ng cash-in? Minsan kasi nagkakamali sa pag-input. Kung tama, mas mainam ireport sa GCash support.

      Reply
  18. I have send money to bdo acct yesterday but up to now ,it was not reflected to bdo acct. But the amoubt was deducted to my gcash.what will i do

    Reply
  19. Good Afternoon po. tama naman po ang pinasa naming # sa gcash. pero hindi pa kme tinetext regarding sa aming SAP sabi na sa gcash nadaw po kme.

    Reply
  20. Hi po I forgot my mpin and na exceed ko na po yung limit ng pagrry ng mpin ko di rin po nagreresponse si 2882 pati po help center Hindi rin po panu po ako makakuha ng temporary pin ko.

    Reply
  21. I cant fully verified because my ID is not included on the list. I submited a ticket ang GCASH SUPPORT emailed me the ticket number, what will I do next?

    Reply
  22. sir/maam pano po kaya gagawin kapag hindi dumating yung perang sinend sakin..pero dun sa nagsend nabawasan na yung pera nya at my confirmation narin na dumating..pero sakin po wala.

    Reply
  23. pano po gagawin pag nakapg send ng money sa gcash eh disable number npla? need help . nkgwa narn po ako ng ticket sa gcash support .wla prn pong response den nakapg live chat nrn po sa agent ,until now wala prng balita , successful transfered nmn ung pera sa disable na number 🙁

    Reply
  24. Nag-withdraw po ako sa DBP ATM MACHINE nila,pero walang lumabas na pera,nagbalance ako ulit kinaltas na ung iwinidraw ko pero walang lumabas na pera..

    Reply
  25. HI BAKIT WALA PA DIN UPDATE REGARDING SA NIREPORT KO SA GCASH? GUSTO KO PO SANA MASEND BACK N LANG YUNG.CASH.IN.KO.KASO.NAGKAMALI AKO.NF.NUMBER?

    Reply
    • wala pong magagawa, nagkaECQ, walang sasagot sa report kasi kulang ang tao. kaya kailangang maghintay bago masasagot ang ticket

      Reply
  26. Pls help pwede pa ba mabalik yung nawalang pera sa gcash dahil sa games na nabili ng diamond? Or sa subscription?

    Reply
  27. hello good day! I tried to call 2882 for help then i press 1 and after typing my number it keeping said’s to learn more about gcash services and gcash register please go to the…..please help me, I need a quick response please..

    Reply
  28. Nagtransfer ng pera yung friend from Unionbank online banking to my Gcash account, unfortunately hindi pumasok sa gcash ko yung pera,
    pero nadebit na sa account ng friend ko . Meron akong mga screenshot na nag successful yung transfer from unionbank to gcash
    Nagfile na ako ng ticket sa help center ng gcash until now wala din response

    Reply
  29. Hindi ko naman ako makapag send ng pera. Na verified ko na ang aking account kahapon pa. may magsesend sa kin ng pera. di ko naman magamit gcash ko. Paki assist naman po ako. Paki ayos nyo naman ang aking gcash Pausap na po sa inyo.

    Reply
    • 10 different tickets? dapat follow up lang po ng ticket, di gagawa ng bago. minsan nasa email mo po yung reply, pacheck na rin pls

      Reply
  30. May gcash atm po ako. Nag withdraw po ako sa landbank atm machine. Nabawasan po account ko sa gcash kahit wala naman lumabas na cash. Nag report naman na ako sa gcash kaso wala pa po reply. 1week na po kse mula nung nangyari yun. Nag report na den po ako sa landbank saan po ba talaga ako lalapit sa gcash o sa landbank?

    Reply
  31. hindi ko pa nakukuha ang 2nd tranche sap2 ayuda ko maawa na po kayo saaken my karamdaman ako na tubercolosis at mag isa ko binubuhay ang mga anak ko sana pakinggan po sana ninyo ang hinihiling ko mahal na pangulo sana makarating ito sa local goverment bigay nyo na po ayuda 2nd tranche ko

    Reply
  32. Bakit po hindi pumasok yung ni transfer fund ko sa GCash? Landbank to GCas Instapay po at first time ito nangyari lagi ginagawa tpos ngayon lang nangari sa akin.

    Reply
  33. Ask ko lang po may transaction history na po ako pero wala pa pong pumasok sa balance empty padin. Paano po ba yun. Msabi sa transaction history 24 hrs. Bago pa mapost

    Reply
    • Baka hindi siya nasend sa yo o wala kang ginawang transaction gamit account mo kaya wala sa transaction history mo. Pacheck nalang ulit po.

      Reply

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