Updated November 21, 2021 – read on for details

For most of last week, there has been an issue with GCredit. It wasn’t showing up as an option when I tried to use it in a few purchases. Turns out that GCash has been doing some system maintenance to fix this. Last Wednesday, I decided to report it to GCash customer service, but knowing that their hotline 2882 is often useless, I tried one of their social media accounts. Globe has one @talk2Globe and they’ve answered customer service reports so I figured GCash would have one as well as they have @gcashofficial.

However it turns out that it was only for PR and marketing via social media, so I assumed they had a separate Twitter account for customer support. Searched for “gcash customer support” on Twitter and it led me to an account that posed as one. Turns out it was a fake account meant to steal GCash users’ credentials: mobile number, full name, date of birth and most importantly the MPIN. Cutting to the chase, I was alarmed when that fake account asked for my MPIN:

I stopped the conversation there even after they messaged back insisting that I reply with my MPIN. This is something that real customer service would never, ever do. Ever. So never give it to them and if they ever do, 99% chance that you are being scammed.

So I did what I should have done in the first place, use the Help Center right inside the GCash app. Tap on the Profile icon on the lower-right corner of the app to open the side menu, then Help > Help Center. At the top of the page, tap on Submit a Ticket. You can then reply from inside the GCash app or via your registered email address since you’ll also receive a copy via email.

So to recap, GCash customer service can only be contacted in the following ways: email (support@gcash.com), self-help options at help.gcash.com, 2882 hotline, and from right inside the GCash app > Submit a ticket. All the other Twitter accounts out there are fake and would just scam you.