Frequently Asked Questions
  1. What is PayMaya?

    PayMaya is an app that gives you a virtual prepaid card for shopping online, booking flights and more. Depending on your mobile network, you either get a virtual Visa or Mastercard. You can also pay bills, send money, and more, in-app. Add money to your PayMaya at over 15,000 partners such as 7-Eleven, Palawan Pawnshop, Smart Padala Centers, SM Stores Business Services and Robinsons Department Store Business Centers.

    There’s a PayMaya physical card, which you can use to pay in establishments that accept credit or debit cards. This is a prepaid card that you can add money with cash at the same partners. It works here and abroad and it’s embedded with an EMV chip for your security. You can link the physical card to the app so that it shares one wallet with your virtual card you can view all your transactions in-app.

  2. Where can I use my PayMaya?

    You can use the app at online stores or websites that accept credit cards or debit cards. You can use the physical card at establishments here and abroad, wherever Visa is accepted.

  3. How do I start using PayMaya?

    APP:
    • Download from App Store or Google Play
    • Register with your name, email and mobile number
    • Create a password
    • Receive a verification SMS
    • Enter verification number
    • Click VIEW CARD button
    • Input your address and birthday
    • Receive a confirmation that your account has been activated

    CARD:
    • Buy the card here

      If you already have the app, link the physical card to it:
      • Go to “My Cards” in the main menu
      • Tap on “link card” and enter the 16-digit number on the physical card, expiration date and CVV

      If you don’t have the app yet:
      • Activate the physical card via SMS. Text activate < space > card ID number < space > first name/last name and send to 292907969*.
        *You should have air time load of at least P1.00.
      • Download the PayMaya app and register with your name, email and mobile number you used to activate the physical card
      • Receive a verification code via SMS
      • Go to “My Cards” in the app’s main menu
      • Tap on the blue PayMaya card
      • Nominate a 6-digit PIN*
        * You may use this for ATM withdrawals

  4. Can I get PayMaya even if I’m not a Smart subscriber?

    Definitely! Anyone with a Philippine mobile number can register.

  5. Where can I add money?

    Your PayMaya wallet and Beep wallet are separate wallets. Add money to your PayMaya wallet at the following partners: Smart Padala, 7-Eleven, Robinsons Department Store, The SM Store, Smart Money, Posible.net, Shopwise, Wellcome, ECPay, Global Access, Gaisano Capital, TouchPay, Palawan Pawnshop and Palawan Express Pera Padala, Bayad Center, ExpressPay, RCBC, Smart Stores, BDO, iBayad, Pay&Go, eTap, AllCard, RD Pawnshop, Circle K, Metrobank, Unionbank, AUB, PBCOM, Security Bank, PSBank, PNB, Maybank, Equicom, Chinabank, and Robinsons Bank.

    Click here for the step-by-step procedures.

  6. What is an Add Money Code?

    The Add Money Code is a unique 7-digit code that allows you to securely add money to your PayMaya account. Instead of identifying your mobile number, you can use this code when you reload at select Add Money Partners.

    Pro Tip: Wait for your confirmation SMS to ensure that your transaction was successful.

    Want to know more? Visit the Frequently Asked Questions page below:




  7. What else can I do with PayMaya?

    • Buy prepaid load and data packages for Smart, Sun and TnT at discounted prices. You can also buy prepaid load and data packages for Globe.

    • Open the PayMaya app, and go to Shop
    • Choose between eLoad, Call & Text and Data
    • Select your desired load denomination or package
    • To load yourself, tap Continue
    • To load others or to send as gift, toggle the “send as gift” button. Enter the recipient's mobile number and send them a message!

    You can buy for yourself AND you can even send these as gifts to family and friends.

    • Pay bills

    Pay your utility bills and government contributions with a few taps on an app! Click here to know more

    You can also pay your bills as well as check your balance & create a PayMaya account on Messenger. Click here to know more

  8. What is EMV?

    EMV (stands for Europay, MasterCard and Visa) is the global standard for credit, debit, and prepaid card payments using the chip card technology. EMV chip-based payment card is a more secure alternative to traditional magnetic stripe payment cards.

    To learn more, click here.

  9. What happens when I upgrade?

    You can enjoy more features when you upgrade your account.

    1. Send money to other PayMaya users
    2. Withdraw from any BancNet ATM available locally and abroad using the physical card
    3. Enjoy a monthly limit of P100,000

  10. How can I upgrade my account?
    • Log on to the PayMaya app, access the MENU (for Android) or tap MORE (for iOS), then tap UPGRADE FOR FREE.
    • Fill out the required information and upload a photo of your valid ID, then tap SUBMIT.

      You need at least one (1) primary ID or two (2) secondary IDs; make sure all IDs are clearly and entirely visible in the photo you are uploading.

      Primary ID
      • Passport
      • Driver’s License
      • National Bureau of Investigation (NBI) Clearance
      • Alien Certificate of Registration
      • Unified Multi-Purpose ID (UMID) / Social Security System (SSS) ID
      • Professional Regulation Commission (PRC) ID
      • PhilHealth ID (digitized PVC)
      • Government Office and GOCC ID, e.g. Armed forces of the Philippines (AFP) ID, Home Development Mutual Fund (HDMF) ID
      • Postal ID (issued 2015 onwards)
      • Integrated Bar of the Philippines ID

      Secondary ID
      • Police Clearance
      • Tax Identification Number (TIN) ID
      • Barangay Certification
      • Government Service Insurance System (GSIS) e-Card
      • Senior Citizen Card
      • Overseas Workers Welfare Administration (OWWA) ID
      • Seaman’s Book
      • Voter’s ID
      • Certification from the National Council for the Welfare of Disabled Persons (NCWDP)
      • Department of Social Welfare and Development (DSWD) Certification
      • Company IDs issued by private entities or institutions registered with or supervised or regulated either by the Bangko Sentral ng Pilipinas (BSP), Securities and Exchange Commission (SEC), or Insurance Commission (IC)

      IMPORTANT: If you upload a secondary ID, be sure to have another one ready during face-to-face validation.

    • You will receive a verification code through the app and SMS, which you can use as a reference during the face-to-face validation.
    • Tap START VIDEO CALL and you will be able to talk to an available Upgrade Officer who will validate your application.
      Once your application is approved, you can instantly enjoy all the perks of your upgraded account!

  11. Is there a fee for upgrading my account?

    None. It’s absolutely free!

    IMPORTANT: PayMaya and its official representatives will never ask for your PayMaya password, 16-digit card number, and One-Time Password (OTP), nor charge you to upgrade your account.

    If you encounter any of the above-mentioned violations, you may report the incident to:

    • (+632) 845-7788, 1800-1084-57788 (toll-free)
    • support@paymaya.com
    • www.facebook.com/PayMayaCares/

  12. Can I send money to another PayMaya user?

    Yes. If your account is upgraded, you can send money to any PayMaya user up to 5 times per day. For information on upgrading your account, click https://paymaya.com/upgrade/

    IS SENDING MONEY FOR FREE?
    Yes, it is.

    HOW MANY TIMES CAN I SEND MONEY?
    You can send money up to 5 times a day with a combined limit of up to 30 times per month.

    WHAT IF I’VE ALREADY SENT MONEY 5 TIMES TODAY AND I NEED TO SEND MORE?
    You can start sending money again the next day. We recommend that you schedule your send money transactions accordingly so you can make the most out of the service.

    WHAT IF I’VE ALREADY SENT MONEY 30 TIMES BEFORE THE MONTH ENDS AND I NEED TO SEND MORE?
    You can start sending money again the next month. We recommend that you schedule your send money transactions accordingly so you can make the most out of the service.

    WHY CAN I ONLY DO 5 SEND MONEY TRANSACTION IN A DAY AND UP TO 30 IN A MONTH?
    This is to add security for your account and prevent any suspicious activities.

  13. Are there limits on my PayMaya account?

    If your account is NOT upgraded:

    You can load up to P50,000 per month and spend up to P50,000 per month. Your PayMaya wallet can maintain a maximum balance of P50,000 per month.

    If your account is upgraded:

    You can load up to P100,000 per month and spend up to P100,000 per month. Your PayMaya wallet can maintain a maximum balance of P100,000 per month.

  14. I keep my balance below the maximum limit, why can’t I load up my PayMaya account anymore?

    This means that you have already reached the maximum load up amount for the month.

  15. Why are the numbers on my virtual card and physical card different?

    Just in case you lose your physical card, you will still be able to use your virtual card to purchase online.

  16. What do I do if I lose my physical card?

    You can block your lost card in the app. Just go to “My Cards” > “Settings” for your physical card and you will be able to see the “Block Card” option.

    Link a new card to your account by going to “My Cards” and then “Add Card”. You can link up to 3 cards to your account.

    For other inquiries you can call our customer service hotline at (632) 845 7788, toll-free 1 800 10 845 7788, or *788 using your Smart mobile phone.

  17. Why do some of my payment transactions have a red flag?

    These transactions are authorized transactions. It simply means that the money is currently reserved for payment. Once the payment is settled with the merchant you paid, it will be changed to a Posted status.

  18. Why do I need to see an authorized transaction?

    We display red flags for authorized transactions to inform you that the payment has been authorized at the point of payment, but the amount of the transaction may change. An example of a change in amount is when a transaction made is in a foreign currency. Changing from Authorized to Posted may introduce a change in amount because the foreign exchange rate has also been adjusted.

  19. Can I transfer funds from my Visa wallet to my beep wallet and vice versa?

    You can’t. We’re still working with Beep to make this technology possible.

  20. Is PayMaya safe to use?

    Definitely! PayMaya is regulated by the Bangko Sentral ng Pilipinas.

    Also, on top of your password, we will send you text notifications after every transaction you make with PayMaya. Please keep your passwords and mobile devices secure.

  21. What happens if I forget my password?

    From the app:

    • Click on “Forgot password” link on the app
    • Enter your mobile number
    • Receive an email with a link to reset your password
    • Receive an SMS confirming that your password has been changed

    You may also visit www.paymaya.com/forgot-password.

  22. What happens to my account if my phone is stolen/lost?

    If you linked a post-paid mobile number to your PayMaya:

    • Report it to your mobile network
    • Once you recover your mobile number
    • Install your new SIM into a new device
    • Download the PayMaya app and log back into your account.

    If you linked a prepaid mobile number to your PayMaya:

    • Use a different smartphone (Android, iOS) to log in to your account
    • Change your password
    • Use up your balance if you have any
    • If your account is upgraded and you have the physical card, withdraw any remaining balance or send it to another PayMaya account
    • Create a new PayMaya account using a new mobile number

  23. What happens to my account if my PayMaya Card is stolen/lost?

    You can block your lost card in the app. Just go to “My Cards” > “Settings” for your physical card and you will be able to see the “Block Card” option.

    Link a new card to your account by going to “My Cards” and then “Add Card”. You can link up to 3 cards to your account.

    For other inquiries you can call our customer service hotline at (632) 845 7788, toll-free 1 800 10 845 7788, or *788 using your Smart mobile phone

  24. What are the PayMaya fees I need to be aware of?

    ADD MONEY

    There is a charge of at least 1.5% for every successful Smart Money or Smart Padala to PayMaya add money transaction. Currently, there are no fees when you add money through our other partners.

    ATM WITHDRAWAL

    The standard ATM withdrawal fee of Php15 applies.
    *Additional fees may apply depending on the bank ATM

  25. Why am I not able to link my PayMaya to other apps?

    There are apps and websites that use an authorization/validation method to check if your account is active. Your PayMaya account is charged a certain fee (usually US$1). This fee is refunded back to you after a certain period. Some commonly used apps that use authorization requests:

    iTunes Store: FAQs may be found here.
    Google Play Store: FAQs may be found here.
    Steam: FAQs may be found here.
    PayPal: FAQs may be found here.
    Netflix: FAQs may be found here.

  26. How do I inquire my balance?

    You can view your balance automatically once you log in.
    You can also send a Text: BAL to 29290 7969

  27. How many PayMaya accounts can I have?

    You can only have one PayMaya account.

  28. Is there a minimum age required to be able to use PayMaya?

    Our recommended age is 12 and above.

  29. List of Valid IDs

    PayMaya Philippines, Inc. requires one (1) primary ID or two (2) secondary IDs.
    Listed below are the IDs categorized as Primary and Secondary.

    Primary ID Secondary ID
    • Passport
    • Driver’s License
    • National Bureau of Investigation (NBI) Clearance
    • Alien Certification of Registration / Immigrant Certificate of Registration
    • Unified Multi-Purpose ID (UMID) / Social Security System (SSS) Card
    • Professional Regulation Commission (PRC) ID
    • PhilHealth ID (digitized PVC)
    • Government Office and GOCC ID, e.g. Armed forces of the Philippines (AFP ID), Home Development Mutual Fund (HDMF ID)
    • Postal ID (issued 2015 onwards)
    • Integrated Bar of the Philippines ID
    • Police Clearance
    • TIN ID
    • Barangay Certification
    • Government Service Insurance System (GSIS) e-Card
    • Senior Citizen Card
    • Overseas Workers Welfare Administration (OWWA) ID
    • Seaman’s Book
    • Voter’s ID
    • Certification from the National Council for the Welfare of Disabled Persons (NCWDP)
    • Department of Social Welfare and Development (DSWD) Certification
    • Company IDs issued by Private Entities or Institutions registered with or supervised or regulated either by the BSP, SEC or IC

  30. Why can’t I find the app on the App Store?

    You might be browsing the Apple App Store on a US account. To switch to the Philippine App Store: Go to Settings > iTunes & App Stores > Apple ID > View Apple ID > Sign in and change country/region.

  31. How can I dispute a transaction?

    To protect your account, you should always check whether the statements appearing on your account are accurate. This will help you identify any transaction you do not recognize.

    If you've found a transaction you do not recognize, inform us right away:

    • Fill out the Purchase Dispute Form (download here).
    • Prepare the documents indicated on the type of dispute you've marked.
    • Submit the Purchase Dispute Form along with the required documents to
      docs@paymaya.com.

  32. What is the period for filing my dispute?

    File your request within seven (7) calendar days from the time you made the transaction.

  33. What if I submit incomplete documents?

    Before you submit your form to us, please make sure that the required documents are in order to avoid non-processing of your dispute.

  34. What happens after I submit my dispute?

    We investigate. We liaise on your behalf with the party (e.g. merchant, bank, or card scheme) that processed your transaction. During the investigation process, we will keep you informed.

  35. How long it takes to settle my dispute?

    Disputed transactions are usually resolved within 45 days from the time you filed your form to us, but please note that the settlement period depends on the transaction involved.

  36. Will I pay a fee for any invalid dispute?

    Upon your request, we may retrieve the sales slips so we can check and verify the transaction based on the sales slip. A retrieval fee of Php275 will be charged to you once the transaction is found to be valid based on the sales slip.

  37. What if I have further questions that the form has not addressed?

    If you have further inquiries about the dispute you filed, please call us:
    (+632) 845-77-88
    Toll Free: 1800-1084-57788

    Or you can email us at support@paymaya.com or talk to us at our PayMaya Cares Facebook Page. So we can respond quickly, provide us the ticket number you received after submitting your form.

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