GCash SIM Card Lost, Expired, or Stolen: What to Do

If the SIM card linked to your GCash got lost, stolen, or expired, here are some steps you need to follow to continue using the e-wallet service.

GCash SIM Card Lost or Stolen: What to Do

Follow these steps if you've lost your SIM card or phone with your GCash-registered account.

Step 1: Report immediately via GCash's Gigi Chat Support.

• Go to https://help.gcash.com and click on the "Chat with Gigi" button at the lower right of your screen.
• Provide Gigi with the required information, such as your GCash-registered email and 11-digit mobile number.
• When asked about your concern, type "I lost my SIM/phone."
• GCash's customer support will temporarily suspend your account to keep your funds safe.
• Please take note of the 8-digit reference number that the customer service agent will endorse, as this will be asked when requesting to lift the suspension.

Step 2: Contact your telco provider to get a new SIM card with the same number. Here are the SIM replacement guides for each network.

• How to replace a lost Globe or TM SIM with the same number
• How to replace a lost Smart or TNT SIM with the same number
• How to replace a lost DITO SIM card with the same number
• How to replace a lost GOMO SIM card with the same number

Step 3: Once you receive your new SIM card with the same mobile number, chat with Gigi again to lift the suspension of your GCash account.

• Go to https://help.gcash.com and click the "Chat with Gigi" button at the lower right of your screen.
• Provide Gigi with the required information, such as your GCash-registered email and 11-digit mobile number.
• When asked about your concern, type "I want to lift the suspension of the lost SIM I previously reported."
• If it asks what you want to do, just select "Lift suspension of my lost account."
• Prepare 1 valid government-issued ID (e.g. passport, driver's license) and a selfie with the valid ID.
• You'll be redirected to customer service.
• After you request to lift the suspension of your lost SIM, you will receive an email regarding the status of your account within 1 day.

Notes:

• Make sure to enable all your security features (Security Questions, Biometrics Login, etc.) from your previous account to prevent unauthorized access.
• Always keep your MPIN and other information updated to secure your account.
• It is also recommended to activate DoubleSafe to add an extra layer of security to your account.

Also read:

• How to Block Lost/Stolen Phone Using IMEI (Report to NTC)
• SIM Card Expiration of Globe, TM, Smart, TNT, Sun, DITO, GOMO

GCash SIM Card Expired: What to Do

An expired SIM card can't be recovered anymore. Therefore, you need to create a new GCash account with a new SIM number and request a transfer of funds. Check out the steps below.

Step 1: Create a new GCash account with your new SIM number.

Step 2: Your new account must be fully verified. See how to fully verify a GCash account.

Step 3: Once verified, go to https://help.gcash.com and click the "Chat with Gigi" button at the lower right of your screen.

• Provide Gigi with the required information, such as your new GCash-registered email and 11-digit mobile number.
• When asked about your concern, type "Transfer of Funds."
• Make sure to have the following requirements ready: Customer Name, Old GCash Mobile Number, New GCash Mobile Number (Fully Verified), Customer's Valid ID, Amount, and Reason for Adjustment.
• Click Submit a Ticket.
• Under the Concern Category, select "My GCash Account," and select "I want to transfer my funds from my deactivated SIM to my new number.".
• Fill up the required fields and make sure to have the requirements ready so a GCash customer service agent can quickly assist you.
• If your old number was not verified, you would be required to provide a notarized affidavit for your expired SIM.
• You will receive a confirmation email regarding the status of your request within 48 hours.

Step 4: If you have GCredit, GGives, or GLoan, submit a new ticket to transfer these lending services to your new GCash account.

• Visit the GCash Help Center (https://help.gcash.com)
• Tap Chat with Gigi.
• Answer all the verification questions.
• Type "submit a ticket," then click the link that will appear.
• On the "Submit a ticket" page, fill out all the required information.
• For the "Concern category," select:
• GCredit > I lost my old number, and I want to replace it with my new KYC'd number
• You will then receive a confirmation email regarding the status of your request within 2 days.

Note:

• Some features cannot be transferred to a new GCash account, including information from your previous account, Transaction History, GScore, GForest, and Piggy Bank.

Conclusion

GCash is a famous mobile wallet and online payment platform in the Philippines. Using the GCash app, you can do various transactions such as money transfers, bills payment, load top-ups, and online shopping. Thus, it is a convenient way to handle your financial transactions, especially if you don't have access to traditional banking services.

However, having an active SIM card linked to the GCash account is necessary to use the service. In the event that your SIM card expires or is lost or stolen, following the above guide will help you to continue using GCash.