Frequently Asked Questions

I. VENTENY Co-Branded Card

  • What is VENTENY Co-branded Card?

    The VENTENY Co-Branded Card is a Membership Access Card to enormous array of perks and discounts, and other benefits provided by your company in partnership with us.

  • How to be a member?

    VENTENY is an exclusive community of enormous perks and discounts, and other services tailored to deliver happiness to everyone. Reach us now!

    For corporate partnership:

    Email: corporate_sales@venteny.com

    Phone: (02) 777 6242

  • How much does membership cost?

    The VENTENY Co-Branded Card costs P100 per employee, which covers a year subscription to perks and discounts, and other services.

  • How to activate my card?

    To activate your VENTENY Co-Branded Card, simply log on to http://venteny.com or download the VENTENY mobile app, log in your Membership ID Number and default PIN, customize your password, and complete your profile.

  • How to personalize my password?

    When you haven’t customized your PIN yet, during log in, you will automatically be redirected to the page where you could personalize your password. Please provide a minimum of 6 alpha and/or numeric characters.

  • How do I retrieve my password

    In the log in page, below the Membership Login, you will find the “Forget Your Password” link. Simply click the link and provide the necessary details. Make sure that you have registered an active email so you will receive your password. For further assistance, you may call our hotline (02) 833 3453 or you may message us in Facebook.

  • Does my card have an expiration?

    Your card’s validity depends on the partnership of your company to VENTENY. As long as the partnership exists and you are an employee of your current company, you may enjoy everything the VENTENY Co-Branded Card has to offer.

  • What will my card look like?

    Your VENTENY Co-Branded Card will bear your company’s logo, Membership ID Number and Employee Name.

  • Will I earn points?

    You can earn points whenever you avail the perks and discounts. Simply download the VENTENY mobile app (iOS or android), open the merchant brand in the listing, and scan the QR code. The QR code is available on select merchant stores. Please ask assistance from any store representative for the QR code that you need to scan when you are done with your transaction.

  • Where can I use my card?

    You may use your card to avail the perks and discounts from our hundreds of merchant partners nationwide.

    Click here to view our merchant partners.
  • Can I still avail the perks and discounts if I left my card at home?

    You may still avail the perks and discounts without your physical card, provided that you were able to download the VENTENY mobile app and linked your membership details. Below the menu of the VENTENY mobile app, you will find your Virtual Membership Card that you may present to our merchant stores to verify your membership.

  • What will I do if I lost my card?

    Simply report it to your Human Resources office. Replacement will cost you P100. Always remember that some merchant stores will still require you to present your physical card in some cases, depending on the Terms & Conditions set by them.

II. VENTENY PREPAID VISA CARD

  • What is VENTENY Prepaid Visa Card?

    The VENTENY Prepaid Visa Card is a collaboration of VENTENY and PayMaya. It is your Membership Access Card to enormous array of perks and discounts, online and offline payments, 24/7 cash withdrawal, and other benefits provided by your company in partnership with us.

  • How to be a member?

    VENTENY is an exclusive community of enormous perks and discounts, and other services tailored to deliver happiness to everyone. Reach us now!

    For corporate partnership:

    Email: corporate_sales@venteny.com

    Phone: (02) 777 6242

  • How much does membership cost?

    The VENTENY Prepaid Visa Card costs P200 per employee, which covers a year subscription to perks and discounts, online and offline payments, 24/7 cash withdrawal, and other services.

  • How to activate my card?

    To activate your card, download PayMaya’s mobile app, create your account, and link your card.

    To activate your VENTENY Membership, simply log on to http://venteny.com or download the VENTENY mobile app, log in your Membership ID Number and default PIN, customize your password, and complete your profile.

  • What is my VENTENY Membership default PIN?

    Your VENTENY Membership default PIN is 1234.

  • How to personalize my VENTENY password?

    When you haven’t customized your VENTENY Membership PIN yet, during log in, you will automatically be redirected to the page where you could personalize your password. Please provide a minimum of 6 alpha and/or numeric characters.

  • How do I retrieve my VENTENY password?

    In the log in page, below the Membership Login, you will find the “Forget Your Password” link. Simply click the link and provide the necessary details. Make sure that you have registered an active email so you will receive your password. For further assistance, you may call our hotline (02) 833 3453 or you may message us in Facebook.

  • Does my card have an expiration?

    Your card’s validity depends on the partnership of your company to VENTENY. As long as the partnership exists and you are an employee of your current company, you may enjoy everything the VENTENY Prepaid Visa Card has to offer.

  • What will my card look like?

    Your VENTENY Prepaid Visa Card will bear the Employee Name, Membership ID Number, 16-digit Account Number, Validity Date, and others.

  • Will I earn points?

    You can earn points whenever you avail the perks and discounts. Simply download the VENTENY mobile app (iOS or android), open the merchant brand in the listing, and scan the QR code. The QR code is available on select merchant stores. Please ask assistance from any store representative for the QR code that you need to scan when you are done with your transaction.

  • Where can I use my card?

    You may use your card to avail the perks and discounts from our hundreds of merchant partners nationwide. Click here to view our merchant partners.

  • Can I still avail the perks and discounts if I left my card at home?

    You may still avail the perks and discounts without your physical card, provided that you were able to download the VENTENY mobile app and linked your membership details. Below the menu of the VENTENY mobile app, you will find your Virtual Membership Card that you may present to our merchant stores to verify your membership.

  • What will I do if I lost my card?

    Simply report it to your Human Resources office. Replacement will cost you P200. Always remember that some merchant stores will still require you to present your physical card in some cases, depending on the Terms & Conditions set by them.

    If your card is loaded with cash, directly contact PayMay Support:

  • Where can I add money to my card?

    You may load your VENTENY Prepaid Visa Card from the nearest PayMaya Add Money Partners:

    • 7 Eleven
    • Cebuana Lhuillier
    • POSIBLE.NET
    • Shopwise
    • Global Access
    • Palawan Pawnshop
    • RCBC
    • PBCOM
    • Robinsons Department Store
    • Smart Money
    • Unionbank
    • Wellcome Supermarket
    • Gaisano Capital
    • Bayad Center
    • Smart
    • SM Bills Payment
    • Smart Padala
    • 2Go Express
    • ECPay
    • TouchPay
    • Express Pay
    • BDO
  • Load up your PayMaya wallet at: Robinson’s Department Stores, SM Business Center, Smart Padala, Smart Store

    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
  • 7-Eleven

    1. Log in the PayMaya app.
    2. Select the “Add Money” icon on the home screen.
    3. Select the 7-Eleven banner.
    4. Input the amount you want to load up and select “Continue”.
    5. Go to a 7-Eleven branch and present the generated barcode to the cashier.
    6. Present your payment to the cashier.
    7. Wait for an SMS confirmation before leaving the store.
  • BDO Online and Mobile Banking

    1. Log in to your BDO online/mobile banking account and select “Pay Bills”.
    2. Choose “PayMaya/Smart PayMaya” under billers.
    3. Enter the amount, recipient’s name, and PayMaya mobile number in this format: 639XXXXXXXXX, then click submit.
    4. Receive the confirmation message from BDO on your screen.
    5. Wait for the confirmation message from PayMaya via SMS once the money has been credited to your account.

      • Add money transactions between 9:00 am – 9:59 pm on regular working days will be credited to the PayMaya account within 2 hours.
      • Add money transactions made outside the above schedule will be credited to the PayMaya account within 24-48 hours.
      • Minimum add money amount is Php500.
      • Maximum add money limit is Php5,000/day.
  • RCBC Online Banking

    1. Log in to your RCBC online account and select “Buy Load” on the dashboard.
    2. Under the “e-Money” option, choose “PayMaya”.
    3. Select the Source Account where you want your PayMaya load to be debited. Enter Amount and the Mobile Number linked to the PayMaya Account in this format: 639XXXXXXXXX and click Next.
    4. Enter Transaction Password - this will only be requested from users who were successfully logged in to RCBC Online Banking by answering a security question. Review the details you have entered. If there are any incorrect details, you can click “Back” to edit.
    5. Click “Submit”. Once load up is successful, an online payment confirmation will appear on your screen.
  • 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
  • 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

      • Load-ups will be credited to the PayMaya account within 2 hours.
  • 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.
  • Posible.Net, ECPay, 2GO Express, Global Access, Gaisano Capital, Palawan Pawnshop (Luzon branches only), Bayad Center, ExpressPay

    1. Inform the cashier that you want to load up your PayMaya.
    2. Identify your PayMaya mobile number and load amount
    3. Present your payment to the cashier.
    4. Wait for an SMS confirmation before leaving the store.
  • Shopwise, Wellcome

    1. Go to the bills payment section and approach the cashier to inform him/her that you want to load up your PayMaya.
    2. Identify your PayMaya mobile number and load amount.
    3. Present your payment to the cashier.
    4. Wait for an SMS confirmation before leaving the store.
  • Cebuana Lhuillier

    1. Go to the Cebuana Lhuillier branch and fill out a Remittance Payout Form (RPF).
    2. Indicate the recipient PayMaya mobile number and desired load amount.
    3. Submit the RPF along with your payment to the cashier.
    4. Wait for an SMS confirmation before leaving the store.
  • Palawan Pawnshop and Palawan Express Pera Padala

    1. Go to a Palawan Pawnshop and Palawan Express Pera Padala branch and inform the cashier that you want to load up your PayMaya account.
    2. Identify your PayMaya mobile number, name registered in PayMaya, and load
    3. amount.
    4. Present your payment to the cashier.
    5. Wait for an SMS confirmation before leaving the store.

      • Service is only available in Palawan Pawnshop and Palawan Express Pera Padala branches (authorized agents excluded)
      • Minimum load up amount is Php500.
      • Coming soon: Ministop, and Family Mart!
  • 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.

  • 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 yourselfAND you can even send these as gifts to family and friends.
    • Pay bills

      1. 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.

  • 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.

  • Can I add money to 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 1.5% charge for consumers who make Smart Money to PayMaya transactions.
  • 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
  • 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:

      • Video call – send us a private message on PayMaya Cares. We’ll have one of our upgrade officers get in touch with you.
      • 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.

        If you’re in Hong Kong, please visit the Smart Pinoy Center at Shop 109, World Wide House Plaza, 20 Des Voeux, Central HK.

  • 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.

  • Can I send money to another PayMaya user?

    Yes. If your account is upgraded, you can send money to any PayMaya user up to 10 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 10 times a day with a combined limit of up to 50 times per month.

  • What if I’ve already sent money 10 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 50 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 10 send money transaction in a day and up to 50 in a month?

    This is to add security for your account and prevent any suspicious activities.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • Why do I need to see an authorized transaction?

    PayMaya displays 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.

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

    You can’t. PayMaya is still working with Beep to make this technology possible.

  • 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.

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

  • 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.

  • 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.
  • How do I inquire my balance?

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

  • How many PayMaya accounts can I have?

    You can only have one PayMaya account.

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

    Our recommended age is 12 and above.

  • 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:

    1. Fill out the Purchase Dispute Form (download here).
    2. Prepare the documents indicated on the type of dispute you've marked.
    3. Submit the Purchase Dispute Form along with the required documents to BOS-PayMayaFulfillment@paymaya.com
  • What is the period for filing my dispute?

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

  • 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.

  • What happens after I submit my dispute?

    PayMaya investigates. PayMaya liaises 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.

  • How long it takes to settle my dispute?

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

  • Will I pay a fee for any invalid dispute?

    Upon your request, PayMaya 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.

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

    If you have further inquiries about the dispute you filed, please call PayMaya: (+632) 845-77-88

    Toll Free: 1800-1084-57788

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