Losing access to a GCash account is nothing new. A common reason includes forgetting login credentials or security questions. However, things such as losing your phone number or changing carriers, and thus deactivating your SIM card and phone number can happen as often. Whatever your case may be, you need to follow similar instructions and have a way to prove your identity. After all, you wouldn’t want someone unauthorized to come in contact with your hard-earned cash, right? With that said, here’s how to recover GCash account.
How to restore the GCash account without MPIN
As mentioned, the most common cause of your problems is forgetting the MPIN used to sign in to a GCash account. Here are the required steps to recover GCash account if you forget MPIN:
- Launch the app.
- On the sign-in screen, tap on Forgot MPIN? in the bottom right corner.
- You will receive a 6-digit authentication code as an SMS to the registered phone number.
- Enter the code and tap on Submit.
- Answer the 3 security questions you set up when creating the GCash account and tap on Submit.
- Alternative. If you can’t answer the security questions, tap on Change Method. Depending on what you added to the account, you get two bonus options:
- Verify with Email. You’ll receive a verification code to the e-mail address you added to the account for GCash.
- Verify with Account Details. You will be asked questions regarding your account. This can include the last known balance, purchase history, or something else entirely.
- You can now enter a new MPIN twice. It cannot be identical to the last 3 MPINs you used.
- Congratulations, you will see the home screen of your account for GCash.
My account is locked after I entered MPIN incorrectly 3 times in a row. What now?
This is a countermeasure against unauthorized logins. You’ll recognize it by a message such as Oops! There seems to be a problem. Please try again later. (Code 1234). Since you’re the rightful owner, the lockout will be lifted when you verify your identity. You can use any of the methods described under the Contact GCash Customer Support headline. Alternatively, you can wait for an hour or two, then attempt to reset your MPIN.
Can I retrieve a GCash account without a phone or SIM card?
If you had a lot of funds when you lost your phone or had it stolen or simply had to deactivate a SIM card, this is a problem. Here’s are two vital steps to take:
1. Contact your phone carrier
They’ll get the old SIM card suspended and replaced. Try to use ‘Find My Device’ apps for iOS and Android if possible.
2. Install the GCash app and attempt to verify your identity
In rare cases, you can enter your last known MPIN and log in, since the new SIM card has the same phone number. However, it’s more likely that the app won’t recognize you. If that happens, you have to reset your MPIN and verify your identity.
What if I get a new number?
Install the app and register to GCash again using your old verification details. If the details are identical between two GCash accounts, the credits will be transferred automatically. Keep in mind, one GCash account cannot have more than 5 linked mobile numbers. If you suspect your old phone number can wreak havoc or funds don’t carry over, get in touch with the GCash Customer Care Team.
Contact GCash Customer Support
Here are 3 main ways to reach out to GCash Customer Support to get a GCash account back:
1. Send them an e-mail
This is probably the most convenient way. Compose an e-mail and send it to [email protected]. Here are some general tips:
- If possible, send it from an e-mail address linked to the GCash account.
- Describe your circumstances concisely.
- Mention the credentials you have access to, but don’t list them.
- Be patient and don’t send multiple e-mails in a row.
- If possible, send it from the same phone and network you signed in to GCash in the past.
- After you get a reply, provide additional information about the account to the best of your ability. Even if you vaguely remember something, they might match it in their database.
2. Contact them on social media
3. Submit a ticket
A great option in the past used to be calling their phone number. Due to repeated scam attempts with fake phone numbers, they’ve transitioned to a form on their official website. Here’s how to speak to a GCash representative using a ticket system:
- Open the Submit a Ticket form page.
- Enter your e-mail address (preferably the one tied to the GCash account), full name, and mobile phone number.
- Under Concern Category, select MPIN or My GCash Account.
- Explain your situation. Keep it short, but mention key details. Do not include any personal details or sign-in credentials, but mention you have them.
- Optional. Attach a screenshot or an image that helps your case.
- Click on Submit and complete the reCAPTCHA challenge.
- Wait for a response to the e-mail address you listed in the first text field.
Mandatory follow-up steps
Regardless of the method you used, if successful, the GCash Customer Care representative will give you the same instructions. You will receive a temporary MPIN from one of their official phone numbers, most likely 2882. You now have 3 minutes to follow the steps below:
- Dial *143# on your phone.
- At the pop-up, select GCash, then Account.
- Tap on Change Pin and enter the temporary MPIN you were provided.
- Open the GCash app now, and you’ll be logged in already.
- Tap on My Account, then Change MPIN.
- Enter a new MPIN twice and save changes.
What if 3 minutes have passed and MPIN is expired?
After asking the representative about this, we’ve been instructed to send an SMS to 2882 with these contents: CHG(space)<old temp. PIN>(space)<new temp. PIN>. Here’s an example message: CHG 2345 6789.