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. Load up 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 load up 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.What is a Smart Mastercard Physical Card?

A Smart Mastercard physical card is a card that you can use to shop in stores, and dine in restaurants among many others--anywhere Mastercard is accepted You can also use this to pay toll fees*. You can also use this card to withdraw money from your PayMaya account upon upgrading, and linking the physical card to your PayMaya app.

Click here to refer to the MPTC section for information on how you can use your Smart Mastercard physical card to pay for your toll fees.

3.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.

4.How do I start using PayMaya?


APP:
  1. Download from App Store "logo that links to App Store" or Google Play "logo that links to Google Play"
  2. Register with your name, email and mobile number
  3. Create a password
  4. Receive a verification SMS
  5. Enter verification number
  6. Click VIEW CARD button
  7. Input your address and birthday
  8. Receive a confirmation that your account has been activated

CARD:
  1. Buy the card here

    If you already have the app, link the physical card to it:
    1. Go to “My Cards” in the main menu
    2. 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:
    1. 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.
    2. Download the PayMaya app and register with your name, email and mobile number you used to activate the physical card
    3. Receive a verification code via SMS
    4. Go to “My Cards” in the app’s main menu
    5. Tap on the blue PayMaya card
    6. Nominate a 6-digit PIN*
      * You may use this for ATM withdrawals

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

Definitely! Anyone with a Philippine mobile number can register.

6.Where can I load up?

Your PayMaya wallet and Beep wallet are separate wallets. Load up your PayMaya wallet at:

  1. Robinson’s Department Stores, SM Business Center, Smart Padala, Smart Wireless Center
    1. Prepare your mobile number and a valid ID
    2. Fill out the transaction slip with complete details
    3. Present the transaction slip, government ID and money to the cashier
    4. Receive an SMS notification that the transaction was successful
  2. 7-eleven
    1. Go to the Cliqq Kiosk
    2. Tap "E-MONEY", then "PayMaya Cash-In".
    3. Enter your mobile number and the load-up amount (minimum of P100)
    4. Get the receipt and pay at the counter.
  3. BDO online/mobile banking:
    1. Log in to your BDO online/mobile account.
    2. Select "Financial Services" > "Bills Payment" > "Pay Bills"
    3. For "Pay this Company/Biller": choose PAYMAYA
    4. For the Subscriber Number, enter the recipient's mobile number linked to your PayMaya with the format: 639XXXXXXXXX.
    5. For the Subscriber Name, enter the recipient's name. Click Submit.
    6. The message "You have successfully paid your bills" will be shown along with your payment details.
    7. Your PayMaya will receive the load following BDO's load-up schedule.
      1. Since load-ups made via BDO are considered “Bills Payment”, your funds won’t be credited in real time.
      2. Load-ups made between 9:00 AM- 9:59 PM will be credited to your PayMaya within 2 hours.
      3. Load-ups not made within the above time will be credited to your PayMaya within 24-48 hours.
      4. This schedule is only valid for regular working days. If you load up on a weekend or on a holiday, the load will be credited on the next working day following the said schedule.
  4. Touch Pay
    1. Go to selected TouchPay Kiosks
    2. Select PayMaya under E-Money category
    3. Enter mobile number and amount to be loaded to your account
    4. Insert money in the machine and wait for the receipt
    5. You will receive an SMS notification upon successful loading
  5. Union Bank ATM
    1. Choose UnionBank Bills Payment
    2. Select an account to charge from
    3. Select <biller name>
    4. Enter reference number <biller's reference number>
    5. Enter the amount
    6. Once transaction has been validated, a transaction receipt shall be printed out
  6. Smart Padala
    1. You can load up your PayMaya at selected Smart Padala Centers here.
    2. Tell the representative you want to load up PayMaya.
    3. Fill out the transaction form. Your account number is the mobile number you used to register on PayMaya.
    4. Present a valid ID (student IDs also accepted) along with the load-up amount in cash.
    5. Wait for an SMS text confirming your load-up transaction before leaving the store. Your total balance and a history of your transactions will also be reflected in your app (internet required).

    * There is a 0.5% charge for consumers who make Smart Padala to PayMaya transactions.
    ** Coming soon: Ministop, and Family Mart!

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.

  1. Open the PayMaya app, and go to Shop
  2. Choose between eLoad, Call & Text and Data
  3. Select your desired load denomination or package
  4. To load yourself, tap Continue
  5. 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.Can I load up my PayMaya using Smart Money?

Yes!

  1. Go to the Smart Money SIM Menu
  2. Select Transfers
  3. Select Others
  4. Enter 8877+Mobile Number of the PayMaya load-up recipient. (ex. 88779181234567).
  5. Enter the load amount, your WPIN, and send

* There is a 0.5% charge for consumers who make Smart Money to PayMaya transactions.

10.What happens when I upgrade?

You can enjoy more features when you upgrade your account.

  1. Send money using the app
  2. Withdraw from an ATM using the card

11.How to upgrade your PayMaya account?

  1. Open the PayMaya app, tap "More", then tap "Upgrade for Free".
  2. Fill out the required information and upload a photo of your valid ID, then click on "Submit".
    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
    • 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

    Secondary 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

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

  3. Wait for your Upgrade SMS with validation code. Using this code as a reference, you can complete the upgrade process through a face-to-face validation.
  4. Complete your upgrade application by:
    1. Video call – send us a private message on PayMaya Cares. We’ll have one of our upgrade officers get in touch with you.
      Or
    2. Proceed to a Bayad Center branch near you – Download this form, print, fill out and indicate the upgrade validation code you received via SMS. Bring your valid ID/s and present them at the Bayad Center counter.
    3. If you’re in Hong Kong, please visit the Smart Pinoy Center at Shop 109, World Wide House Plaza, 20 Des Voeux, Central HK.

12.Is there a fee for upgrading my account?

None. It’s absolutely free!

IMPORTANT: If you encounter anyone asking for a fee to upgrade your account, please report to our customer service hotline at (632) 845 7788, toll-free 1 800 10 845 7788, or *788 using your Smart mobile phone.

13.Can I send money to another PayMaya user?

Yes. If your account is upgraded, you can send money to any PayMaya user up to 15 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 15 times a day.

What if I’ve already sent money 15 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.

Why can I only do 15 send money transaction in a day?
This is to add security for your account and prevent any suspicious activities.

14.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.

15.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.

16.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.

17.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.

18.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, and the red flag will be removed.

19.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.

20.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.

21.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.

22.What happens if I forget my password?

From the app:

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

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

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

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

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

If you linked a prepaid mobile number to your PayMaya:

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

24.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

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

LOAD-UP

There is a charge of at least 0.5% to load up from Smart Money to PayMaya. Currently, there are no fees when you load up from all other loading centers.

ATM WITHDRAWAL

The standard ATM withdrawal fee of P15 applies.

26.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.

27.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

28.How many PayMaya accounts can I have?

You can only have one PayMaya account.

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

Our recommended age is 12 and above.

30.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
Primary 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
Secondary 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

31.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.