I didn't receive my money after I cashed in with GCash-What to do?

What to do if you didn't receive your money after you cashed in with GCash.

Nag-cashed in ako sa GCash pero hindi ko na-receive  ang pera, anong gagawin?

GCash assures that your money is safe with them. In cases when your transaction has not pushed through, they have safeguards in place to ensure that your purchase will either push through eventually or will be refunded to your GCash account.

The transfer of funds may take a while. Please wait around 5 minutes just in case the transaction really pushed through.

In the meantime, you can double-check your balance and Transaction History on the app.

If you used PayPal, Western Union, or MoneyGram, please double-check that the reference number was correct.  Verify on the receipt, that the mobile number you entered was correct. If the mobile number is wrong, refer to this article.

If you haven’t received any money after you cashed in, follow these steps to check if your Cash In 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 transaction.
STEP 3: Check if your Cash In transaction 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.
STEP 4: Check your receipt from our bank partners if the mobile number you entered was correct. If the mobile number is wrong, refer to this article.

 

If none of the tips above helped, file 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.  

TEP 2: Input your email address 

STEP 3: Input your GCash-registered full name 

STEP 4: Input your GCash-registered mobile phone number 

STEP 5: Select Cash In > I didn’t receive my money after cashing in as your concern category

STEP 6: Provide in the text box all the details that will help us assist you with your concern 

For those who Cashed In using PayPal, WesternUnion or MoneyGram:

• Cash In Channel (Paypal, WesternUnion, or MoneyGram)
• Date and Time of Transaction
• Transaction ID (Optional if non-receipt of SMS)

For those who Cashed In using Payoneer:

• Date and Time of Transaction
• Payoneer Transaction ID (can be found in the email confirmation)
• Payoneer Account Holder ID*
• Screenshot of SMS received from GCash
• Screenshot of email received from Payoneer

STEP 7: Select the Cash In Method

STEP 8: Input the Date of Cash In Transaction

STEP 9: Select the option if you received a GCash Reference No.

STEP 10: If yes, Input the GCash Reference No.

STEP 11: Input the Amount that was not cashed in

STEP 12: In the Attachment Section, attach any screenshots of the transaction (Optional)

STEP 13: Tap Submit