How to report a scam in GCash, with the deadlines and response times GCash publishes.
Short answer To report a scam in GCash, open Transactions, tap the transaction, then Get Help › Report as scam, fill out the ticket form and submit. GCash says its support team reviews the case and reaches out within 24 hours, and that the return of scammed funds is not guaranteed. Report the scammer to the PNP or NBI as well. A transaction you did not make is reported through Gigi within 15 days.
At a glance
- Scam you were tricked intoTransactions › the transaction › Get Help › Report as scam; GCash reaches out within 24 hoursGCash ↗ ·
- Transaction you did not makereport within 15 days through Gigi; investigation takes 48 hours to 7 daysGCash ↗ ·
- Sent to the wrong numberGCash reverses only if the receiving account is inactive or not in use; update within 1 to 3 business daysGCash ↗ ·
- Lost or stolen phone or SIMaccount blocked within 4 hours of your reportGCash ↗ ·
This page also covers unauthorized transactions, money sent to the wrong person, a lost phone and GCash’s Scam Protection insurance.
Which report fits your case
GCash handles each situation through a different menu, and each has its own response time.
| What happened | Where to report in the GCash app | When to report | What GCash says happens next |
|---|---|---|---|
| Someone tricked you into sending money | Transactions › the transaction › Get Help › Report as scam | Immediately | Support reviews the case and reaches out within 24 hours; return of funds not guaranteed |
| A transaction you did not make | Get Help › “I noticed unauthorized transactions in my GCash account” › Chat with Gigi | Within 15 days of the transaction | Investigation takes 48 hours to 7 days; updates by email or in Help › My Support Tickets |
| Express Send to the wrong number | Transactions › the transaction › Get help › “I sent money to the wrong number” | Within 15 days | Update within 1 to 3 business days; refunds on a best-effort basis |
| Bank transfer to the wrong account | Transactions › the transaction › Get help › “I sent money to the wrong bank account” | Within 15 days | Best effort; the receiving bank makes the final decision |
| Phone or SIM lost or stolen | Login screen › Help Center › “Lost SIM/Phone” › Chat with Gigi | Immediately | Account blocked within 4 hours; reply on recovery within 48 hours |
Steps
To report a scam:
- Report the scammer to the authorities: the Philippine National Police (PNP) or the National Bureau of Investigation (NBI).
- Log in to the GCash app and go to Transactions.
- Select the transaction you want to report. Tap Load More in the transaction history to see older ones.
- Tap Get Help › Report as scam.
- Fill out the ticket form and tap Submit.
- Block the scammer on SMS and social media.
Source: GCash, Report a scam ↗ ·
Warning GCash’s report form reminds you that anyone who, with malice or in bad faith, files completely unwarranted or false information that leads to funds being temporarily held may be held criminally liable for malicious reporting under Section 11, in relation to Section 16(e), of the Anti-Financial Account Scamming Act (AFASA). Report only a transaction you were actually tricked into.
If someone used your account
A transaction in your history that you did not make is an unauthorized transaction, not a scam report. GCash asks you to:
- Check the apps where GCash is a linked payment method, such as the App Store, Google Play, Netflix or Spotify, for subscriptions you forgot.
- Change your MPIN.
- Report the transaction within 15 days of the transaction date: update the GCash app, tap Get Help, choose “I noticed unauthorized transactions in my GCash account” and tap Chat with Gigi.
GCash says the investigation may take between 48 hours and 7 days, and you can follow it under Help › My Support Tickets. For a charge from a merchant or subscription, GCash can check the transaction or unlink your account, but refunds are handled by the merchant (GCash ↗ · ).
Source: GCash, Report unauthorized transactions ↗ ·
Lock your account first
With GCash’s Lock My Account, you cannot log in while the account is locked, and you unlock it through Gigi.
- Fully Verified users: Profile › Security Center › Lock My Account, or tap Lock My Account on the login page; confirm and complete verification with Gigi. GCash confirms the lock in the chat and by email.
- Basic users: Profile › Security Center › Lock My Account, then verify with Gigi using a photo of a government-issued ID and a selfie with it. Gigi creates a ticket, and GCash emails an update within 24 to 48 hours.
Source: GCash, Lock my account ↗ ·
If your phone or SIM is gone, use a spare phone or a trusted friend’s device: on the GCash login screen tap Help Center › Lost SIM/Phone › Chat with Gigi. The steps do not work in a web browser. GCash blocks the account within 4 hours and replies within 48 hours once you ask to unblock it or move your funds (GCash ↗ · ).
Money sent to the wrong person is not a scam
Express Send transfers are real-time. GCash can reverse one only if the receiving account is inactive or not in use; otherwise it asks you to contact the recipient and ask for the money back. For a bank transfer to the wrong account, an inactive account makes the transfer fail with an SMS and no deduction; for an active one, GCash helps on a best-effort basis and the receiving bank makes the final decision. Report either within 15 days of the transaction.
Sources: GCash, Sent money to wrong number ↗ · GCash, Sent money to the wrong bank account ↗ ·
Scam Protection in GCash
Scam Protection is an optional insurance product sold in GCash and underwritten by Insurance Company of North America (a Chubb company). It is not a refund feature of Express Send.
| Plan | Price | Coverage | Validity |
|---|---|---|---|
| One-time payment | ₱30 | Up to ₱15,000 | 30 days from purchase |
| Monthly renewal | ₱20 a month | Up to ₱15,000 every month | Renews every 30 days while your balance covers it |
It covers social engineering (being tricked into transferring money, including through phishing, smishing and vishing), account takeover and buying from a fake seller. GCash states in capitals that there is no coverage for transfers to the wrong account, or for scams where you are promised a job or a large amount of money in return for an up-front payment, such as investment or task scams. Claims go to Chubb, which reviews the supporting documents. Monthly renewal can be stopped under GInsure › My GInsure.
Warning Never share your MPIN or OTP with anyone, including someone who says they are from GCash or a bank, or who offers to “release”, “refund” or “reverse” money in exchange for a code, a fee or another transfer.