Handling Reprocessing Request to Other Number/Details


Revision History:

Revision Date

Version

Revised by

Remarks

July 24, 2026

0

Mary Rose Pancho-Dela Pena

Article creation


A customer requests to transfer the available or credited MySukli funds to a mobile number different from the one used in the original transaction.

Required Actions for Agents:

  1. Collect Verification Requirements:

    • Screenshot of the preferred GCash or Maya profile.

    • Valid ID of the GCash/Maya account owner.

Please refer to the photos below for reference:

GCash

PayMaya



  • Make sure to ask the customer raising the concern about their relationship to the mobile number used in the transaction. 


  • For ELOAD, only request for the customer's valid ID. 



  1. Notify the Customer:

    • Inform the customer that a mandatory outbound call to the original mobile number is required to obtain authorization before the funds can be transferred.