Problems with GCash? You’ll need a lot of patience

Since November last year, I’ve been using GCash whenever possible – paying bills, online and even daily purchases. It’s been a great experience as the service has been reliable and convenient. Until last Friday, March 1.

I needed to pay for my PLDT bill and the idea of cashing in at 7-Eleven came to mind. At first I tried to use the Gcash app to generate a code but it failed and so I decided to use the CLiQQ stand instead. Walked up to the kiosk, generated a receipt, queued up at the counter, handed over the cash and walked out the 7-eleven store after taking the receipt.

An hour has passed and already done with buying the things I needed to cook dinner, I checked my Gcash balance and my cash in has not yet been credited to my wallet. No confirmation SMS that the transaction was successful.

Calmly, I searched for Gcash’s Customer Support hotline when I got home. Made 4 calls to 2882 yet all I got was a pre-recorded message saying that there is no one available to assist and that a call back was scheduled instead.

That’s when I started to get really worried. It seems that Globe’s customer service has not improved that much. Not enough representatives to answer customer calls and responses took longer than what is reasonable. Even the GCash Care on Messenger took hours to get any real reply. Emails to support@gcash.com was even worse with nothing more than canned responses acknowledging my first email.

Then the callback from 2882 finally came – Saturday evening, a full 24 hours after I first reported my concern. They advised of the following:

gcash_chat
GCash Care took more than 24 hours to take action on my concern.

The transaction failed on 7-Eleven’s side – there seems to be an issue with their ‘connection’ to GCash that cashing in is still unavailable.

Bring the receipt with me and ask for a refund. However, this needed to be worked on by 7-Eleven customer service which took another day.

Finally, after 3 days, I was able to get the refund from 7-Eleven. So much for trying the ‘convenience’ of reloading GCash via 7-Eleven stores.

Lessons learned:

  • Always keep the receipt – it’s proof of your transaction
  • GCash transactions generate SMS confirmation/alerts within minutes. If no SMS comes in, then it’s most likely that something went wrong with your transaction.
  • Have patience. Tons of it. Dealing with GCash customer support will definitely take a lot of time and if you have an urgent need for the money or the transaction, it will really cause a lot of stress.

It will also help move things along if you contact the customer support of the other organization involved in the GCash transaction, in my case 7-eleven. This experience has left me with the feeling that GCash has real limits contrary to what their marketing team says: things could easily go wrong any time. Despite the modern tools and services we have today, integration and synergy between separate digital services is still a work in progress.

How’s your GCash experience so far? If you’d had similar or worse issue, feel free to share in the comments below.

57 Replies to “Problems with GCash? You’ll need a lot of patience”

    1. GCash doesn’t have live customer support – you’re just limited to email support or Facebook page. It takes them 1 day to respond.

      1. I have encountered same issue last Sunday but until now they haven’t give me any useful update. I am being impatient because they are giving same canned message in all of their support channels. I haven’t tried contacting 7-eleven customer support, since they haven’t advice it to me.

  1. June 1, 2019 I had a Paypal to Gcash transaction. I called support several times. I even asked for a supervisor who promised me the moon and a callback – nothing. I went to a Globe store in a mall who also emailed “back end support” and another callback promise – nothing. Some people at work said they resolved their issue by emailing so I did. I got blocked for commenting on their FB Page (both Gcash and Globe). I tweeted about my experience. What worked? Since I found out that call center support can see the FB Chats where I sent screenshots of Paypal Confirmation of the transaction … I sent them a screenshot of an email reply to me from NTC (National Telecommunications Commission) and BSP (Bangko Sentral ng Pilipinas). Within a minute someone replied to FB Chat with – “I’m sorry for the delay what is your paypal email?”. Not even 5 minutes and it has been refunded to my paypal. I tried to use gcash again but not the whole amount just 1k and it pushed through. I think they cannot process BIG AMOUNTS…. I’m never using GCASH, I also called PAYPAL to file a complaint and get them removed as a partner. I still want NTC and BSP to stop their operations. Their facilities cannot handle simple transactions. Please call Paypal Customer Service and file the same complaint +1-402-935-2050. Tell the IVR you want a customer service representative. Then email consumeraffairs@bsp.gov.ph and send screenshots of the transaction as well as commissioner@ntc.gov.ph. (They are the governing bodies that handle GCASH)

    1. what is the message you send? so i can send those message to the ntc group. i have no idea what to send to them, i need help. ur reply is very helpful to me.

    2. This worked like a charm! GCash left me hanging for more than 72hours. an hour after sending email to BSP and NTC, they credited my cash in through BPI. Kailangan sindakin pa. Sana kasi hnd by email ang CS nila para mabilis ang aksyon.

      1. what did you do po,, please help.. kasi i cashed in last July 10, 2019 amounting to 2,400 and did not received in or credited on my gcash wallet unltil now. i reported already to them but untill now no answers. email response are repeatedly done. like sending the details of concerns. no resolution on my issue until now…

        please help me where i can complaint so that they will take action as soon as possble.. i paid penalites on my due bills because of them,.

        Thanks

      2. Just wondering how did this happen in details?

        Did you just send emails to BSP and NTC without letting Gcash know?

  2. Call the number on your receipt. It happened to me 1 time. Pambayad ko pa sa credit card and due date ko na. Wala rin magawa ung staff ng 7 11. Ayaw dn naman nila irefund. Ang tinawagan ko ung partner nila sa kiosk. May hotline number sila sa resibo. Vinerify lng nila if hindi tlga nagsuccessful ung transaction and den seconds sa lang nareceive ko na agad.

  3. My debit card is linked to my gcash account. I cashed in and since last night it has not still reflected on my gcash account. At this point in time, I am still waiting for them to credit me of the amount. I was very happy with all the service features until this happened. Very inconvenient. Customer service is NOT 24/7. Fb messenger and email channels are not timely (hours or waiting) and some reps do not understand the issue. Gcash has become buggy. They basically are holding my money and can’t use it.
    LESSON: 1.) Use the same bank to remit and receive the money instead.
    2.) Manage your expectations and have a contigency plan in case the same happens to you. Even banks with a higher review rating experience such glitches, delays, bugs, and disputes. No matter how many times your previous transactions went okay.
    3.) Like what the author wrote on this blog, keep all your receipts/records. They’re your proof of transactions.
    4.) Keep it calm and follow all what the blogger says here.

    1. Does your problem already solve ? I have the same problem. Yesterday around 10am I cashed in until now June 6, 2019 1:18pm still not reflected on my gcash account, it’s already 24Hours since the transaction was made..

      1. I contacted gcash by dialing 2882 I spoke with a rep and told me these:
        1. the money is possibly floating on aggregator’s system (which is the bancnet as per the gcash CSR)
        2. I was then advised to report it to my bank which I did thru a dispute form I filled out for the bank, Gcash also escalated my concern as back up resolution and was told it can take 3-5 business days. In my understanding, they’ll contact BDO and bancnet. I contacting the bank myself may hasten up in resolving my concern.
        3. I then contacted BDO sending all the screenshots, details and proof of the transaction. Bank’s reply:
        a. payment posting can take 3 to 5 days (how come in all precious cash-ins, it was instantaneous, I can use the money right away, it would reflect on my Gcash in seconds)
        b. Bank advised me to verify the issue with GCash and if no credit went through my Gcash account, contact my bank back in 3 to 5 business days.
        c. they emphasized they are not affiliated with Gcash. (but my speculation is that are they now deferring the transaction because Gcash may be taking over most of the transactions when Gcash service features were not as available and as good as now and Gcash probably earns more and now offers savings account, , remittances, Gcredit, bills payments, loading, and many other payment options? Is Gcash becoming a threat to the banks? Just my theory, they may be doing it on purpose so bank account holders would stick to their bank’s sole system)

        I plan on calling my bank tomorrow to clarify things out.

        1. What options did you choose para makausap ang customer rep??? I already tried all the options in 2882 but never gave me the option to call a customer rep.

          1. I do not remember exactly but do call during office hours. Just choose the selection closest to your concern. I think it redirects to a live agent when there’s one available to speak with. I think I chose ATM withdrawal concerns.

            UPDATE:

            My issue has been resolved. Finallyi, they credited my account in 2 days. It helped when I contacted my bank and Gcash.

            I still have to think a lot if it is worth the risk going through the possible hassle when doing cash-in via debit card.

        2. Thank you for this. I have almost the same experience and BDO is also my bank. Good to know that you got your money back. I’ve already contacted BDO and I hope my issue will be resolved as well. Cashing in via debit card and then transferring the amount to another bank for no fee is extremely convenient in theory, but this experience has proven that this convenience comes at the cost of your peace of mind. Lesson learned!

          1. Update: The amount has been credited to my GCash account and I’ve successfully transferred it to another bank.

            BDO customer support replied within 24 hours, as usual, and asked me to fill out a dispute form, but this was unnecessary as the issue has already been resolved.

            GCash customer support has finally replied, but once again they’re merely asking for information such as the card number, date and time of transaction, etc., which I’ve already provided in a previous email. Their system is highly inefficient.

            So it seems that Del’s info is right—payment posting can take several business days if you cash in from a debit card even if GCash says it’s posted in real time. But for anyone reading this, I’d advise cashing in from your card during business hours; your money MIGHT have a better chance of going through to your GCash account by doing so.

      2. Same experience here. I cash in thru my BPI account last june 27 at 11pm. That time gcash is having a problem i cant buy load either so i thought that the transaction i made thru BPI was not done. But surprisingly that when i checked my BPI account it was deducted and i checked on my email BPI send a confirmation that they transferred the amount to my gcash acount. But until now it waa not reflected on my gcash acount😭
        Do i still have the chance that the amount i cash in will reflect to my account???really hard to reach their customer service. Been done calling 2882 and even pm them in the messenger😓

    2. Please help me. I’m having the same problem. I worry that it will take a lot of time if I contact the bank because my bank is Landbank of the Phil. I tried emailing gcash but no response yet. Huhu

      1. Same thing happend to me and same bank. Ive been trying to call their.hotline but its all prerecorded messages.

    3. It happened to me last night. I cant get a hold of them. I’m trying to call theie number but no avail. Did they give your money back? If yes, how long will it take? Thank you.

    4. were you able to get the money you transferred to your gcash account? pls advise. coz I have just transferred my funds from paypal to gcash and same as yours,unluckily have not reflected into my gcash account.. pls help..

    5. I just made a cash in transaction this morning. . Deducted na siya sa debit ko, but di pa rin nag rereflect sa GCash balance ko Ang pera, . I sent email to supportgcash but still autoreply Lang. .huhu . . Magiging okay oa Kaya?? 😭😭

  4. hi.. can you help me? im trying to call gcash since 1pm, i make a bank transfer to one of their accredited bank around 11, and the thing is first time i dont receive any confirmation in my email and thru sms. and the receiver bank also dont receive the money i sent. but it is already deducted to my gcash wallet. after several trial of calling and messaging them no answer yet. i dont want to waste some more time. pambayad ksi sa due ng kotse ung pera. anybody here na mkatulong sakin pano gagawin. thanks po..

    1. I have the same issue. Was your problem solved already? I just had issues yesterday. I tried contacting gcash cares but referred me back to my bank.

  5. I do have issues with Gcash, but it’s a different one. I cashed in money via BPI, suddenly sms notifications advised “Sorry, you have reached your maximum wallet limit”. Now, it wasn’t credited to my Gcash wallet, therefore my money is held somewhere i don’t know!! Called their hotline and received same shit of template words to say. I just find it hard to believe that they do not have any alerts or warnings beforehand saying you have reached the maximum transaction limit so you can avoid transferring money already. They don’t even let you know when it will be reset! UGH

    1. Hi. May I know if the problem has been resolved? I am experiencing the same issue since June 14.

    2. Hello, I have same issue last night but BPI emailed me the confirmation of fund transfer to GCASH but it wasn’t reflected on my acc until now. 😭😭😭

  6. Just got the same problem today. I cant cash out using gcash card kahit saang atm. Contact your bank daw e e ang hirap higalapin ng customer support nila

  7. Mine I encountered an error on the Visa page when I tried to do bank transfer. Now I can’t do bank transfer, says I need to wait for the last transaction to finish first. Eh nag-error nga yon eh :/

    1. same thing happened. I just uninstalled and installed the app. I made sure that all access permissions of Gcash app are granted then it resolved it.

      1. I cannot access my GCash. I requested for a new code and the result “Resending of authentication code Successful”. But NO CODE was received even after requesting to resend the code. I uninstalled the apps and reinstalled again. After entering the phone number, Authentication says, “Great we sent a 6-digit authentication code to your number. But as before, NO CODE was received even after request to resend the code. Please reply.

  8. my wallet balance on gcash has been deducted but I haven’t received the load, what should I do?

  9. I entered wrong bank details i input ucpb savings instead of ucpb only, my account was deducted but no confirmation. It is possible to be refund or they return the amount?

  10. I also have issues with gcash customer care Nagtry lang ako maggcash lately and I want to experience the investing and gsave option.
    To unlock the invest and gsave option your account should be fully verified so I’ve sent my picture, id’s etc. After 1 business day I think my account got fully verified and I was really happy to experience the investing option.after several days I wanted to try the Gsave option but for some reason the app or gcash wont let me use the gsave option the error says I need to update my profile so I tried to update it but you will only see that I can no longer update my account the error says update in progress and its been 2 months my problem is still the same I already called email chat Gcash customer service I also contacted CIMB bank as gcash customer service rerouted me to the bank which is the problem is the application. I’m thinking that a normal customer service wont be able to assist me by my next day I will try to call them and ask for a supervisor I wish that the problem will be fix.

    1. I have the same issue. I was already fully verified when I got a text that my Semi-verification will be expiring soon. Tried the verification process and app shows Update in Progress. Status remained the same for several weeks. I then decided to reached out to GCash care, no response from their messenger acct. Called hotlined, was advised to contact GCash Care fb acct. That’s when I finally snapped and told then that no one bothers to answer inquiries sent thru GCash Care messenger. The rep provided 2gcash rep accts: Elen GCash and Vless GCash. Performed verification with Elen, had a video call. I was told that my account was already fully verified, even got a confirmation text message. but when I checked the app, it still shows upgrade in progress.
      Issue started around March or April. What a waste of time.
      It’s disappointing how they can easily verify nonGlobe subscribers when they cant even fix this issue that a long time Globe Postpaid customer is having

  11. HOW, you may ask, can someone be duped by a legit, official, GCASH SMS?

    Got an SMS from GCash June 21, 2019 at 9:07AM informing me that I’ve been selected to get Php100 cashback from GCash and all I have to do is to just shop on Lazada that day for any item worth Php100 or more and pay with my GCash (those were the only terms and conditions stated in the SMS… nothing more…) The SMS also mentioned that the cashback will be given 1 day after the transaction. The SMS even ended with “Congratulations!”

    I called their 2882 customer service to check if the message I got was legit. WAITED FOR MORE THAN 40 MINUTES! EITHER THEY ONLY HAVE A HANDFUL OF CUSTOMER SERVICE FOLKS OR THEY’RE BEING DELUGED BY CALLS FROM COMPLAINING CUSTOMERS. I”m guessing both…

    A guy named Gerald or Gerard confirmed the SMS was legit and I could just go ahead and purchase from Lazada. It’s just what I did. I purchased an item from Lazada well over Php100. Got my item delivered last Sunday, June 23, 2014.

    Well, again you may ask, did I get the Php100 cashback promised by GCash via their effin “legit” SMS? The answer is a big, fat NO. Didn’t get it 1 day after the transaction as GCash had promised, didn’t get it yesterday, heck, I didn’t get anything from them at all.

    So I called up 2882 again (THIS TIME I WAITED FOR AN EFFIN’ 1 HOUR AND 15 MINUTES!) I was able to talk to a CS agent named Jessa and she tried the best she could explaining the promo to me. She presented her side and I presented mine, and never the twain shall meet.

    She was telling me about some other promo that Lazada has with GCash, which I swear to God is not even close to the SMS promo I received. Mine was a one-off promo. I was “SELECTED” for that particular day.

    I was as coherent as I can be explaining everything, but as always, they never seem to get the point.

    It’s better talking to your dog. You’ll get a more positive response.

  12. I am a Gcash user for a month now and I encountered my 1st issue yesterday. I was trying to pay my biller – SKY CABLE and it failed because I got an error message that I should try it again later, so I thought maybe Gcash is down that moment, so I went back to home and my available balance went down BIG TIME. Not only the amount that I was trying to pay, its more than that. I didn’t receive any SMS/Email confirmation. My due date is also yesterday and I am worried that my services will be cut off if I am past due, and if ever it didn’t go thru, when can I get my money back? I tried contacting Gcash Customer Care thru messenger and all I got is their automated message – getting an information which I already provided. Can someone help please?

  13. my issue is i applied for their gcash mastercard last Febraury and they deducted 150 on my gcash balance and ask for 10 bussines daya delivery . and until now there is no delivery! i contaxted then many timed through their chat but it seems it is only a automated or syayem generated !!!!! and now asking me again to pay for another 150 ???? so what happen on my previous payment ???? seriously ??????

  14. Hi. I just wanna ask for your suggestions on what to do po regarding this situation:
    I cashed in from Paypal to Gcash po last Wednesday, and then hindi nag go through yung transaction. Wala sa Gcash yung money and wala na din sa Paypal. In short, na hold yung fund ko either by Paypal or GCash.(Nangyari na ‘to sakin before but usually, 2-3 working days lang nasa akin na ulit yung money ko). What I did is, I called GCash’s hotline and filed a dispute case on Paypal as well kasi yung naman yung palagi kong ginagawa when this happens, but this time, pinagpasahan nila ako and then wala silang maibigay na resolution or explanation lang man kung bakit hindi nila maisauli yung money ko. Sometimes, GCash phone support would put me on hold for 1-2 hours but still no resolution is provided by the end of the call. By the way, I exhausted all of the options to contact them, Paypal message and email, GCash Chat Support, GCash Phone Support and GCash Email Support, pero hindi sila makapag reply agad. Then I received an email from GCash stating that I should close my claim/case filed on Paypal so that my funds will be auto-refunded. I did that, too. I followed their instructions but still wala pa din. Nada. I called GCash to inform them na nagawa ko na ang instructions nila pero hanggang ngayon, my money is still on hold pa din. I asked for their supervisor pero hindi ako kinausap, na put on hold ako ulit for 2 hours then they ended the call. It is frustrating and exhausting.
    If you have had the same experience, ano po ang ginawa ninyo para mareturn nila ang money ninyo?
    Please help me po kung ano pa ang dapat kong gawin.
    By the way, thank you po admin for allowing me to share my experience po.

    GCash PayPal Paypal Ano na ang update?

    1. Seems like you need to follow up with PayPal since GCash is only the receiving entity for this transaction. It’s been years since I last used PayPal so I’m not familiar with their customer support procedures for customers in the Philippines.

  15. Hello po. Can u help me po kong paano ko po marefund o mailipat sa ibang gcash number yung na cash in ko po through 711. Kasi mali po ako ng number na nasendan. Ecpay support reply to my message na i should call gcash kasi transaction successful daw po. But ive been calling gcash pero naka onhold lang ako tapos i message gcasg care on messenger and sabi nila wait lang daw ako sa respond nila.
    And i called the number na nailagay ko and incorrect yung number. Hindi ko alam gagawin.

    Help me po paano gagawin ko to refund o mailipat sa ibang number yung na cashin ko. Please salamat. Godbless.

    1. Seems that you need to follow up with GCash customer support. Tyagain mo lang yung hotline or kapag binigay yung option na sila ang tatawag sa iyo. GCash na lang talaga ang makakatulong sa iyo.

  16. Hi my problem in my gcash i didn’t receive Sms Verification / 6 digit authentication code..I can’t open my gcash apps because i did not receive Sms Code i already do it many times Resending only but i didn’t received any text form gcsh.Same the transaction money send to my gcash # i didn’t received sms also.. what should i do? I can’t open my gcash number..

  17. Hi my problem in my gcash i didn’t receive Sms Verification / 6 digit authentication code..I can’t open my gcash apps because i did not receive Sms Code i already do it many times Resending only but i didn’t received any text form gcsh.Same the transaction money send to my gcash # i didn’t received sms also.. what should i do? I can’t open my gcash number..

  18. I have the same issue as most people here. I used my atm to cash in 3k to pay meralco bill. The money was deducted immediately but never credited to my gcash account. After 3 days still getting automated response asking for the same information.

  19. This is so frustrating! Last night I tried to subscribe to an iflix subscription (monthly option) but I have tried numerous times and it only kept rejecting all my attempts to subscribe. Their advice was to try subscribing using Google Chrome, which I did but it still denies. I tried through the app, also denied. I used the card on another transaction (in another streaming app) and it went through successfully.

    I just.. ugh, so frustrating. I used the same exact details in the other streaming app and it pushed through literally less than 5 minutes. Why won’t it work with Gcash? From 6pm to midnight wala talaga. Ayaw ng netflix ng paying customer? Edi wag. -___-

  20. Just call the hotline of ec pay in your receipt if you cash in via cliqq app. In my case meron dw connection failure si 711 thats why di nacomplete ung transaction. Anyway the customer service rep was very nice. Kudos!

  21. Guys kindly help me, i tried to cash in from paypal to gcash, it was deducted to my paypal account but it’s not appeared in my gcash balance,tried to email gcash, no reply,tried to call their hotline, no response from representative.6800 is very hard to earn as a freelancer.

  22. Please help me Last July 15, 2019, I cash in my money from my bdo account to gcash account, the amount is PHP 15,500, my plan was to transfer the money to my PSBank account since I will use the said amount to pay my car monthly mortgage but unfortunately when I transfer the money to my PS Bank account, the money was not credited but it is already deducted to my gcash account.

  23. July 17, 2019 – I’m a Paymaya user for years now and when I tried Gcash I thought its better with more options like bank transfer, more bill merchants, etc. Until I experienced their customer support.
    I purchased a mastercard from their website and paid 150 for it. When I tried linking the card through the app, it said there’s an error. Also found out through google that I can activate and link the card via #143*. Did the procedures.. I still got the error message and now it also says card is already linked.
    So, I sent a message to Gcash through FB Messenger and told them what I did and what happened. They asked for my name, mobile and email so they can better assist me daw with my concern. After giving them the required info, I was given the ticket number blah blah blah. A day has passed and the answer they gave me was about the steps on how to activate the card via #143* and its still not possible to see the mastercard in the app as it is still in development.
    I got pissed with the response. It’s like they are not fully reading and understanding my concern. So I replied and asked politely for somebody to check if the card is really linked.
    Then another ticket number was sent blah blah blah.. FIVE DAYS passed when I got a reply. Now they gave basic troubleshooting steps (which didn’t work for me) and told me to send screenshots if there are still issues.
    There is only one step I wasn’t able to do. It’s when they advised me to clear cache and app data from Gcash app settings. This is when I told them I am using an iphone and I don’t see any options in the Settings where I can remove cache and app data. Still, I sent them screenshot of the error via #143* and gcash app.
    After a few hours, the response I got was : As of the moment, it is still not yet possible to see the Gcash Mastercard on the app blah blah blah. And my patience flew high and far out of the roof.
    Have about you guys? Do you have the same issue? Where else can I report this? Can I report this to NTC? 2882 is pre-recorded. Their email support seems inactive as I didn’t get any response from them.
    So far, I didn’t encounter any problems with cash in and paying bills. Now I know better — to stick with paymaya. Their support can sometimes be late but what better than this.

  24. july 17, 2019 first time to pay using gcash for the renewal of dti….i am not happy. after trying more than ten times, transaction cannot proceed. invalid MPIN but in fact i am shure that my MPIN is correct. at first the transaction amount have been deducted to the wallet and after 5minutes it will be credit back to the wallet.. Hayssss..

  25. I got the same issue on July 16, cashed in from unionbank account. First attempt was 4,000 it went thru but got a message that I have reached my wallet limit, so I lowered it to 3,000 it went thru but again got a message that I have reached my limit. I logged out my gcash and login to my unionbank acct only to find out that 7,000 was debited 😦 I am so upset until now bec i cannot reach gcash customer service. I have emailed their support almost every hour just to kulit them, messaged them on messenger on gcash care.. I also tried the *143# – gcash option but it will just give 2 options more on ATM branch / withdrawal. .tried the 2882 doesnt have an option to speak with rep just options that will not help the issue.. I am so sad and upset because that is a big amount of money and no one from gcash is helping me out 😦 I will try the NTC – BSP email later..

    Thank you for this blog..

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