Customer Protect

A commitment to your security

Here in GCash, your security is very important to us. The Customer Protect program is our promise that you will not be held liable for unauthorized transactions made from your account.

View Terms and Conditions

Advanced Risk Management

Our safety standards enable us to analyze transactions to detect and prevent fraudulent activities.

Fund Insurance

We assure to investigate any unauthorized transactions that happen to your GCash account and compensate once proven eligible.

Prioritized Handling

We will respond to your concern within a day and resolve it faster than traditional financial institutions.

Advanced Risk Management

Our safety standards enable us to analyze transactions to detect and prevent fraudulent activities.

Money-back Guarantee

We assure to investigate any unauthorized transactions that happen to your GCash account and compensate once proven eligible.

Prioritized Handling

We will respond to your concern within a day and resolve it faster than traditional financial institutions.

Am I covered?

Am I covered?

App Transactions

Transactions through the GCash App

GCash Mastercard

Transactions through your GCash Mastercard

Unauthorized Transactions

An unauthorized transaction is any payment or activity that you did not do or authorize.

 

IMPORTANT: Please do not share your MPIN and OTP to anyone. Sharing it means you are authorizing a transaction. GCash representatives will never ask for this information.

  • Buy Load
  • Stolen Card (if reported within 24 hours)
    • ATM Withdrawal
    • POS transactions
  • Not Stolen
    • Online Payment
    • Deductions
Failed Transactions

Money movement did not push through

  • Transactions where the money was not transferred
  • Transactions where the amount/balance is wrong
Not Covered

Transactions not covered

  • Swindling: successful monetary transfer but the seller did not fulfill delivery of goods or services
  • Sharing your MPIN or OTP authorizes any transaction done in your account
Need to report an issue?

Submit a ticket through our Help Center so we can guide you better.

Submit a Ticket

How Customer Protect’s

refund works

You can get a refund of up to PHP 100,000 if you are a Fully Verified user.

Get Verified

How Customer Protect’s

refund works

You can get a refund of up to PHP 100,000 if you are a Fully Verified user.

Get Verified

Basic User

Get a refund of up to

PHP 2,000

Fully Verified User

Get a refund of up to

PHP 100,000

Tips on reporting

Unauthorized/Failed Transactions

  • File a report within 15 days from the date of transaction
  • Submit a ticket via Help Center or reach out to 2882
    • How to file a ticket
      • Fill personal details
      • Under Concern Category, select ‘My GCash Account’ > I want to report an unauthorized transaction

Stolen/Lost Mastercard or Phone

  • File a report within 24 hours from the date of transaction
  • Submit a ticket in our Help Center to protect your account.
    • How to file a ticket
      • Fill personal details
      • For lost phones: Under Concern Category, select ‘My GCash Account’ > I lost my phone
      • For lost Mastercards: Select ‘GCash Mastercard’ > I lost my GCash Mastercard

Need to report an issue?

Visit our Help Center so we can guide you better with your concern.

Submit a Ticket

Safeguard your account

MPIN

Your MPIN acts as your password to your GCash account, so we recommend that you regularly update it.

Security Questions

Set up your Account Recovery details so you can reset your MPIN on your own in case you forget.

One-time Password

This serves as an added security layer to access your account. Never share your OTP to anyone. GCash representatives will never ask for this code.

Account Verification

Bangko Sentral ng Pilipinas requires verification to protect you against financial crime and to ensure your account security.