Note: In order to download and install the application correctly, make sure your mobile device has a sizable amount of memory.

Step 1: Go to the Google Play Store (Android) or App Store (iOS) and search for Ecashpay.

Step 2: Tap Download, and install Ecashpay.

Step 3: Open Ecashpay to register and get fully verified to access all of the features and services on Ecashpay.

Note: Always make sure all your personal information is legitimate, correct, updated, and accurate. Do not use other people’s information, as identity theft is punishable by law.

Here’s how you can create an Ecashpay account through the Ecashpay app:

Step 1: Open your Ecashpay app.

Step 2: Tap Register.

Step 3: Enter your mobile number.

Step 4: Input the 4-digit authentication code you received to your entered mobile number, then tap Submit.

Step 5: Provide the necessary information in the required fields, and then tap Proceed.

Step 6: Go to your email account for email verification.

Step 7: Input the 4-digit verification code you received to your entered email address, then tap Submit.

Step 8: Configure and validate your MPIN, then tap Submit.

On your screen, there will be a confirmation pop-up.

Note: We highly advise completing the KYC process to be able to access all services and features of Ecashpay.

All Philippine network users, including Globe, TM, Talk & Text, Smart, SUN, and DITO, may create an Ecashpay account.

Note: Just enter the right mobile number if you want to register with Ecashpay. Please do not use other people’s mobile numbers.

Note: Always ensure that all of your personal information is legitimate, correct, up to date, and accurate. Do not use other people’s information, as identity theft is illegal.

Some of the issues that may prevent you from registering are as follows:

• Your email address may not be valid or correctly structured. For instance, juandelacruz@gmail.com
• You may have surpassed the maximum number of Ecashpay accounts that can be linked to your device and email.

Please keep in mind that your email and devices should only be used for your personal accounts.

• You may have violated our terms and conditions by using your mobile number

This occurs because the SIM card you are using is a recycled mobile number, which implies that a former owner of your SIM card opened an Ecashpay account using that number.

A fully verified Ecashpay account gives you access to all Ecashpay services and features. Continue reading below to learn more about the benefits and process to getting your account fully verified.

Step 1: On your Ecashpay app, tap Account

Step 2: Tap Verify now

Step 3: Input the 4-digit authentication code you received to your entered mobile number, then tap Submit.

Step 4: Provide the necessary information in the required fields, and then tap Proceed.

Step 5: For the ID verification, tap the ID type and choose the valid government ID you wish to submit.

Step 6: Enter the ID number of your ID that you want to submit

Step 7: Enter the expiration date of your ID that you want to submit

Step 8: Take a photo of your ID, Front and Back. Make sure it will capture all of the details in the ID, not blur and must be readable.

Step 9: Take a video selfie with your ID.

Step 10: Review all the information that you enter, then tap Submit.

You will receive notifications to your Ecashpay account and registered email.

Benefits of a fully verified account

• It ensures the legitimacy of your account because of the submission of personal documents and information to support the proof of your identity and a selfie video for enhanced security.
• Your wallet limit and incoming and outgoing limits will also increase. Learn more about the wallet and transaction limits.
• Access all features and services of Ecashpay, including Send Money, Cash In, Cash Out, and more!

Tips to get fully verified

For a smooth verification process, make sure that the information you input matches your ID, that you submitted complete documents, and that your selfie and ID scans are clear.

Here are some recommended IDs to submit in-app to get verified right away:

• Driver’s License
• Passport
• SSS Card
• GSIS Card
• Philhealth
• HDMF (PAGIBIG) ID
• PRC ID
• OWWA ID
• IBP ID
• TIN ID
• Senior Citizen’s ID Card
• Voter’s ID
• Postal ID
• OFW ID
• National ID

Your verification may have failed due to a failed selfie scan, an improper ID validation, or missing or wrong documents. If you receive a warning that your verification was rejected, you can reapply through the Ecashpay app. Here are some pointers to remember when reapplying.

Selfie scan failure.

Your selfie scan was either blurry, too dark, or obscured your face. Here are some pointers on how to shoot a good selfie.

• Take the photograph in a well-lit area.
• Make sure there aren’t any other individuals in the background.
• Make sure your face is recognizable.
• Display your entire face.
• Use no hand gestures, masks, helmets, or head accessories to cover your face.

Follow these guidelines and reapply via the Ecashpay app. To understand how to submit your application, go to Get Fully Verified.

ID validation failure

Your ID photo may have been obscured or cropped, or the ID you submitted was expired or did not exactly match the facts you provided in your application.

Here are some pointers on how to select the best ID for your application:

• Your ID must be current (not expired) and have a validity period specified on it.
• Your ID name must Ecashpay account.
• An ID number is required on your ID.
• If the ID is made of paper, it must be laminated.
• Your identification must be signed.

Follow these guidelines and reapply via the Ecashpay app. To understand how to submit your application, go to Get Fully Verified.

The available ID is not among the valid IDs.

Your verification may have failed because you used an ID that wasn’t on the list of acceptable IDs.

Visit What are the IDs I can submit to get verified?To know more about the accepted IDs to verify your Ecashpay account.

Error in Document Validation

Your verification could have failed for the following reasons:

• Incorrect uploading of documents

Your document’s photo may be blurry, cropped, or inaccurate.

• Inaccurate documents

The document you supplied is either out of date or did not include much of what you originally submitted.

• Additional documentation must be submitted.

Your submitted documents did not correspond to the other documents you submitted.

After receiving notification that your account was not successfully verified, you may reapply for verification.

You already have an open ticket for which you have submitted more documents.

Your verification may have failed because you already have an open ticket for which you have submitted additional documentation. Please allow up to 24 hours for comment on the status of your open ticket by email.

Protect your Ecashpay account to avoid losing money or having your personal information stolen. Follow the steps below to learn how to secure your account:

• Never give anyone your Ecashpay MPIN or OTP (authentication code). Unless you request assistance through the Ecashpay Help Center, Ecashpay or its representatives will never ask for your personal information.
• Ecashpay can be accessed via a secure device. Do not use another person’s device to log into Ecashpay since they may gain access to your information. Devices with modified system settings, such as jailbroken or rooted, are barred from accessing the app because they increase the danger of hacking.

Learn more about Ecashpay Security features below:

• Enable biometric authentication.

Enabling biometric authentication via Face ID or a fingerprint increases the security of your Ecashpay account by twofold.

Reminders:

• If your biometrics login fails three (3) times in a row, you will be requested to enter your MPIN.
• When you reset your MPIN or hit Forgot MPIN, your Biometrics Login option will be blocked.

• MPIN can be changed or reset.

Keep your account secure by updating your MPIN on a regular basis (every 3 months, for example), or if you forget your MPIN and want to retrieve your account through face verification.

Modify your MPIN.

Face verification is used to reset your MPIN.

• Tap Account, then Settings, on your Ecashpay homepage.
• Tap Settings then tap Change MPIN.
• Enter your existing MPIN.
• Set and confirm your new MPIN, then press the Submit button.
• You will be directed to a page that confirms your MPIN update.

If you have misplaced your SIM card or phone that is linked to your Ecashpay account,

• To obtain a new SIM card, contact your network service provider.
• Inform Ecashpay right away. The mobile phone or SIM card number from your misplaced phone
• Please include all necessary information.
• Once completed, Ecashpay customer service will temporarily suspend your account to protect your funds. Please keep the 6-digit reference number provided by the Ecashpay customer service representative. When you request that the suspension be lifted, you will be asked for the reference number.

Never provide someone your Ecashpay account (authentication code). Ecashpay or its personnel will never ask for your personal information unless you request assistance through the Ecashpay Help Center.

Phishing is the theft of personal information or data from you in order to get access to your account and steal money or make transactions without your knowledge.

Recognize and prevent common forms of phishing.

Fraudsters produce fake Ecashpay emails or SMS messages in order to deceive you into clicking on a phishing link or website and obtaining information such as your Ecashpay number, OTPs, MPINs, or birthdate. Some of these mails can include your name.

Tips for detecting and avoiding phishing URLs, emails, and SMS/smishing.

• Before clicking on links emailed to you, double-check the sender.
• Never provide personal information such as your birthdate, address, phone number, login, or password.
• Confirm that the sender’s name and details are from Ecashpay’s legitimate accounts.

Here is a summary of how you update your email address to your Ecashpay account.

Step 1: On your Ecashpay dashboard, tap Account.

Step 2: Tap on your name.

Step 3: Tap the pencil button beside your email address.

Step 4: Input the 4-digit authentication code you received to your registered mobile number, then tap Submit.

Step 5: Update your email address; set and confirm a new email address.

Step 6: Input the 4-digit verification code you received to your entered email address, then tap Submit.

Step 7: You will receive a confirmation message on your email and Ecashpay account.

When you log in to Ecashpay, you will receive a pop-up banner that says “Account Deactivation Notice” if your Ecashpay account has been inactive and not completely validated for the past 6 months.

If you received this reminder, you must complete your account verification within one week or seven days of receiving the reminder.

If you do not verify your account within the 7-day period, it will be permanently deactivated and you will lose access to it. Your account cannot be retrieved once it has been permanently terminated. If you want to keep using Ecashpay, you must re-register and completely validate a new Ecashpay account.

If you are unable to login or open your Ecashpay app, try the following solutions first, then reopen your app after a few minutes.

Follow the troubleshooting instructions by tapping on each point.

You need change your network connection.

• Close the app from your list of open apps.
• Turn on airplane mode for 30 seconds, then off.
• Switch to a new WIFI network or join to a separate network. If you’re connected to WIFI, switch to mobile data; if you’re linked to mobile data, switch to WIFI.
• Relaunch the Ecashpay app.

Close and relaunch the Ecashpay app.

Depending on your device, follow the steps below:

• Navigate to Recent Apps.
• Search for Ecashpay and swipe to exit the app.

Clear the app cache

• Go to Settings on your phone, then App Manager.
• Look for Ecashpay and then tap it.
• Locate the cache and then tap Clear.

Upgrade your Ecashpay app to the most recent version.

When you open the Ecashpay app, look at the bottom of the screen to see your app version. To ensure that your Ecashpay app is up to date, go to the Play Store (Android) or App Store (IOS), then check for an Ecashpay update.

Other suggestions

• Navigate to the Google Play or Apple App Store and select Settings from the sidebar menu.
• Choose Auto-update apps, then your selected option:
  • Apps can be updated over any network, including WiFi and mobile data.
  • Only update apps while connected to WiFi.
• Tap Done

Reinstalling the Ecashpay application

Remove the Ecahpay app and reinstall it from the Google Play or App Store. You’ll have to log in again.

When you log in to a new device or conduct specific transactions in Ecashpay, you will be emailed a 4-digit authentication code to your mobile number. This is an extra security safeguard to confirm your identity.

If you did not get a One-Time-Pin (OTP) code through email or SMS the first time, wait a few minutes, then tap Tap Here to Resend to obtain a new OTP code.

If you still do not have an OTP or your OTP is delayed, there could be a problem with your network, phone settings, or the server. To troubleshoot the problem, try the following steps:

• Check your network
  • You could be in an area with a poor signal. Try moving to a different location with a better network signal.
  • Turn on airplane mode, wait for 5 seconds, then turn if off
• Force close the app and relaunch it.
• Restart your device
• Update your Ecashpay app
• Check your SMS inbox or email spam folder
  • Check to see if your SMS inbox is full. Delete several mails to free up some space.
  • Check the spam folder of your email.

Please keep in mind that your location data is safe and private with Ecashpay. We value your privacy and data security, and we only gather and use your location data to provide you with relevant and customised services.

By enabling location services in the Ecashpay app, we may provide you with customised and relevant promotions and alerts from your favorite restaurants, retailers, and other businesses based on your location.

Follow the steps below to learn more about how to activate your location services on iOS and Android:

Step 1: Navigate to the Settings menu on your phone.

Step 2: Tap Location and turn on your device’s location.

Step 3: Scroll down and look for Ecashpay

Step 4: Set access to Allowed all the time

Note: Enabling location services may have a minor impact on your battery and data usage, but it should be minimal. You can disable location services at any moment.