How to report a scam in Maya in the Philippines: the official form, hotline and steps.
Short answer If you were tricked into sending money with Maya, block the scammer, then submit Maya’s Fraud Complaint Form at support.maya.ph/s/fraudreport and call Maya at (+632) 8845 7788 or 1800 1084 57788 (toll-free) right away. Have the recipient’s name, the transaction date and time, and the amount ready. Then report the incident to the NBI Cybercrime Division or the PNP Anti-Cybercrime Group.
By zpeso Desk · Maya support pages .
At a glance
- Fraud Complaint Formsupport.maya.ph/s/fraudreport; you get an email with a reference numberMaya ↗ ·
- Maya app hotline(+632) 8845 7788; 1800 1084 57788 toll-free using PLDT; *788 free using SmartMaya ↗ ·
- Hotline hours8:00 AM to 7:00 PM daily; call after hours for a lost or stolen phone or a suspected unauthorized transactionMaya ↗ ·
- Help Center ticket replyby email from no-reply@maya.ph within 2 working daysMaya ↗ ·
Warning Maya says it will never ask for your password, OTP or card details, and that you should never open links sent by SMS or email, even when the sender looks like Maya, because scammers can spoof sender names. Use only the numbers on this page or inside the Maya app.
Steps to report a scam to Maya
Maya’s support article for when “someone scammed me and tricked me into sending money”, dated June 25, 2026, gives three steps:
- Block the scammer on all channels and social media.
- Secure your account and report to Maya. Submit the Fraud Complaint Form at support.maya.ph/s/fraudreport; Maya emails you a reference number once it is submitted. Then call Maya right away at (+632) 8845 7788 or 1800 1084 57788 (toll-free) so it can help with the investigation.
- Report the incident to the authorities: the National Bureau of Investigation (NBI) Cybercrime Division at +63 (02) 85238231 to 38, or the Philippine National Police (PNP) Anti-Cybercrime Group at +63 (02) 87230401.
Source: Maya Support, Someone scammed me and tricked me into sending money ↗ ·
Maya also lists 24/7 chat support in the Maya app.
What to prepare
| Maya asks for | Where to find it |
|---|---|
| Recipient’s name | Your transaction receipt in the app |
| Transaction date and time | Your transaction history |
| Amount | Your transaction history |
| Screenshots of the issue | Your phone |
| Earlier messages with Maya support | Your email or the app’s ticket list |
| Receipts or confirmation messages | The app or your SMS |
| Reference ID or ticket number | The email Maya sends after the form, or My tickets in the Help Center |
For a concern that involves other financial institutions or merchants, or needs a detailed investigation such as fraud or a transaction dispute, Maya says it gives a preliminary timeline and updates you at each step (Maya ↗).
Scam or unauthorized transaction?
Maya treats the two differently. In a scam, you sent the money yourself after being deceived: Maya describes these as “authorized transactions but fraud induced”, where no credentials were stolen. An unauthorized transaction is one you did not make.
| Maya’s examples of scams | What happened |
|---|---|
| E-commerce or marketplace fraud | A fake seller took payment for goods or services that do not exist |
| Hotel or travel booking fraud | A spoofed listing or booking site |
| Investment scam | Promised returns or a fake opportunity in exchange for a transfer |
| Romance scam | A relationship built to get you to send money |
| Job or employment scam | A fake job offer that asks for an upfront fee or deposit |
| Impersonation scam | Someone posing as a bank officer, relative or government agent |
If you see transactions you did not make, Maya’s hotline takes after-hours calls for suspected unauthorized transactions. If your Maya card was used, block it first in the app: go to Cards, select the card, tap the Card Security icon, tap Replace this card, then choose Permanently block (Maya ↗). The same Fraud Complaint Form and hotline apply.
Maya adds that filing false or malicious reports may be penalized under the Anti-Financial Account Scamming Act (Republic Act No. 12010). What a bank or e-wallet must do with a disputed transaction under that law is on AFASA disputed transactions.
How to raise a ticket in the app
- Log in to Maya and tap Get help.
- In the Help Center, tap Chat with us.
- Choose a topic.
- When asked if the article was helpful, tap No.
- Tap Raise a ticket or Chat with an agent.
Source: Maya, Contact Us ↗ ·
How long it takes
- Fraud Complaint Formon submissionMaya emails your reference number.
- Help Center ticketwithin 2 working daysreply by email from no-reply@maya.ph.
- Fraud or dispute investigationMaya gives a preliminary timelinethen updates you at each step.
Tip Save the full conversation, the seller’s profile or listing, and your receipt before you block the scammer, so you can attach them to your report.