GCash lost phone or SIM: how to block the account, recover it and register a new phone.
Short answer If your phone or SIM is lost or stolen, open the GCash app on another phone, tap Help Center on the login screen, choose Lost SIM/Phone and chat with Gigi to block your account. GCash says the account is blocked within 4 hours. Then either get a SIM replacement to keep your number or register a new GCash account on a new number and ask for a transfer of funds.
By zpeso Desk · GCash Help Center pages .
At a glance
- Block requestthrough Help Center on the GCash app login screen, Lost SIM/Phone, Chat with GigiGCash ↗ ·
- Account blocked within4 hours, with an email updateGCash ↗ ·
- Reply to an unblock or fund transfer ticketwithin 48 hoursGCash ↗ ·
- Login wait on a new phone after a damaged phone4 hours, which cannot be changedGCash ↗ ·
- Devices per accountone at a timeGCash ↗ ·
Warning GCash will never send links by SMS, email or messaging apps, and your MPIN and OTP are for logging in only. Anyone who asks you to share them to “recover” your account is trying to take your money. Chat with Gigi only inside the GCash app; GCash says the steps do not work in a web browser.
If your phone or SIM is lost or stolen
Report it right away, using a spare phone or a trusted friend’s device.
- Open the GCash app.
- On the login screen, tap Help Center.
- Tap Lost SIM/Phone under Quick Help.
- Tap Chat with Gigi and follow the steps.
Source: GCash Help Center, Lost or stolen SIM, phone, or device ↗ ·
After the account is blocked, you choose how to get back to your funds:
| If you want to | Then |
|---|---|
| Keep your old number | Get a SIM replacement by contacting your network provider |
| Use a new number | Register a new GCash account using your new mobile number |
To recover your funds or access your account, chat with Gigi again from your new phone to unblock the account or request a transfer of funds. Gigi creates a support ticket, and GCash says its reply comes within 48 hours.
If the phone is damaged or broken
GCash uses face verification and only allows access on registered devices. If your old phone is damaged and you cannot unregister it, you can still use GCash on a new device.
- Log in to the GCash app on the new phone.
- When you see “It looks like you changed your phone”, tap I want to register this phone.
- Complete the selfie scan or enter your OTP.
- Wait for the security checks to finish. You must wait 4 hours before you can log in, and GCash says this waiting time cannot be changed.
Source: GCash Help Center, Damaged and broken phone, camera, or SIM ↗ ·
If you are switching phones and the old one still works
You can use a GCash account on one device at a time, so unregister the old phone first:
- Open GCash and go to Profile, then Settings.
- Tap Account Secure, then Unregister Phone.
- Review the details and tap Yes, Unregister.
- Complete the selfie scan or enter the OTP.
Then log in on the new phone, tap I want to register this phone and complete the selfie scan or OTP. You get an SMS when each step is done.
Source: GCash Help Center, How to register and unregister your phone to use GCash ↗ ·
If someone else is trying to register a phone on your account
If you get an OTP you did not ask for, ignore it, never share it and change your MPIN. If you get the SMS “For your safety, we will verify your phone registration request to make sure it’s you”, chat with Gigi, type report unknown phone and prepare one valid government ID and a selfie holding that ID. GCash says a representative replies within 24 hours.
Source: GCash Help Center, Someone is trying to register a new phone on my account ↗ ·
If money has already left your wallet, the steps are on How to report a scam in GCash. If you sent money to the wrong number, see GCash wrong number.
How long it takes
- Block the accountwithin 4 hoursGCash emails you when it is done.
- Unblock or transfer requestreply within 48 hoursafter Gigi creates the ticket.
- Log in on a new phone4 hours after you register it when the old phone is damaged.