My InstaPay/PESONet transfer from GCash/Maya did not arrive — what do I do?
Last updated: 2026-07-11 · Educational content; not legal advice.
Short answer
A transfer that was debited from your e-wallet but never credited to the destination is a failed transaction that must be traced and made good — you either get the credit or the money back. Report it in writing to your e-wallet (the sending side) and, if you can, to the receiving bank, with the reference number, amount, and date/time. Both GCash/Maya and banks operate under RA 11765 (2022) and BSP Circular 1160, which require them to investigate and give you timely redress; InstaPay and PESONet are BSP-run payment rails, so this stays within the BSP's remit. If it is not resolved through the provider's mechanism, escalate to the BSP Consumer Assistance Mechanism under Circular 1169.
Primary sources
Frequently asked
What is the difference between InstaPay and PESONet?
Both are BSP-run electronic fund transfer rails between banks and e-wallets. InstaPay is near real-time for smaller amounts, while PESONet is batch-processed (typically same banking day). Knowing which you used helps set the right expectation for when to escalate a non-arrival.
Who do I report a non-arriving transfer to?
The sending side first (your GCash/Maya), because they can trace where the funds went, and the receiving bank if you have access. Give the reference number, amount, and timestamp to each so they can match the transaction.
Am I owed the money back if it never arrived?
Yes — a debit with no matching credit is money owed back to you, not a completed transfer. If the provider cannot deliver the credit, it must return the funds; an amount received or held without right must be returned (Civil Code Article 2154). Escalate to the BSP if unresolved.
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