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We understand that you want to have a copy of transaction history. As of the moment, we really want you to provide a copy of your transaction. However, we do not have an option to provide you with a copy of your transaction history. Since Maya is an app-based financial instrument, transaction history is shown in the app itself. In this case, you can refer to the "Activity List" on the main page of the Maya app. We understand that you want to retrieve a receipt of payment from home credit. For us to further assist you, we suggest you to refer on your "Activity List" on your Maya app. It will serve as your bank statement since all your transactions are being recorded. We understand that you are requesting for a proof of payment to Meralco. However, we do not have an option to provide you with a copy of your transaction. For us to further assist you, we suggest you refer on your "Activity List" on your Maya app. It will serve as your proof of payment since all your transactions are being recorded. We understand that you want to have a copy of the transaction history. As of the moment, we do not have an option to provide it to you. Since Maya is an app-based financial instrument, transaction history is shown in the app itself. In this case, you can refer to "the Activity List" on the main page of the app. Also, only six months of previous transactions will reflect on the app transaction history. We appreciate you for sending us an email requesting a copy of your transaction history. However, were unable to provide you a soft copy or hard copy of your request. We suggest you to save SMS confirmation as a receipt of your transaction. Also, only 6 months previous transaction will be reflecting on the app transaction history. - informed subs that we do not have an option to provide - advised to refer to "the Activity List" on the main page of the app - informed only 6 months is showing in the app 17310012 - delete We understand that you are requesting to delete all transactions in Maya. Please be advised that, as of now, Maya does not have the ability to remove the transactions. It will only vanish after six (6) months. - informed subs that we do not have the ability to remove the transactions We understand that you are requesting to delete the transactions from May 14, 2023to May 19, 2023. Please be informed that we do not have an option to do it. Since Maya is an app-based financial instrument, transaction history is shown in the app itself. TEMPLATES We hope all is well. hope this email finds you well! We appreciate you reaching out to us. We apologize for the inconvenience this has caused you. We apologize for the late response. Your utmost patience and deep understanding are very much appreciated. To better assist you, kindly provide the following information: We understand the urgency of your situation. We will wait for your response. We understand your frustration that until now you haven't received your bank transfer. We appreciate the information you sent. Please check this link for references: We are sorry that you are having this problem. We realize how upsetting this must be. We appreciate your response. We appreciate you reaching out to us and bringing this inquiry to our attention! We understand how you feel. We appreciate your response. Yes, if you already coordinated with Gcash and confirmed that the account number does not exist, we highly advise you to monitor your account within 7 business days for a reversal. We apologize for the confusion. Once the requirements are submitted, please monitor within 90 days. Please check this link for references: We have enhanced our security measures to help protect your account. Thank you for bringing your inquiry to our attention. virtual card 17671398 We are sorry to know that you are unable to view your virtual card. Please be informed that the balance on your Maya account must have at least P100.00 to be able to view your virtual card. We advise you to enable authentication for the phone device (e.g., screen lock). Please check this link for references: https://support.maya.ph/s/article/Seeing-your-virtual-card-details -advised to enable authentication for the phone device - informed that balance must be at least P100.00 to view VC 17147774 / 17277178 On your Maya app, navigate to the Cards section at the top of the homescreen. Tap “Virtual Card” You can now view your card details such as your name, card number, expiry date and CVV2/security code. We understand that you want to change your VISA card to a Mastercard. However, we don't have the process to change Maya's virtual card scheme. It depends on your cellular network. Here are the following details: SMART, Talk N Text, or Sun mobile number—A Mastercard virtual card will be issued. Non-SMART mobile number- A VISA virtual card will be issued. On the other hand, if you wish to have a Mastercard, you need to buy a Maya Mastercard physical card online and manually link it to your Maya account. Should you have any concerns, suggestions, or feedback, please let us know how else we can help. Please check this link for references: https://support.maya.ph/s/article/Why-are-virtual-and-physical-card-schemes-different We understand that your account was always deducted by Google. To assist you, we advise you to coordinate with Apple.com to cancel your subscription. Please check this link for references: https://support.maya.ph/s/article/I-have-problems-with-my-purchase-What-do-I-do - advised to coordinate with the merchant to cancel subscription 17145920 account security 17607085 We appreciate you informing us of this update. Please be informed that the Maya page has a blue check on it, and we never ask for an OTP. We strongly advise you to not provide to anyone your password and One Time Password. #faceauth 18202414 We are sorry to know that you are unable to log in with your new number. We advise you to send to docs-support@maya.ph the letter of request, a valid ID, and a screenshot of the error. Kindly explain why you cannot log in to your new account. Kindly monitor for 3 business days upon submission. crypto #SendandReceive 17484793(pid) 17673903 (erron) 18174825 We understand that you did not receive your Crypto transaction. With this, please monitor your account within 3 business days to be credited. No worries, your Crypto Transfer is safe with us. *We understand that the Crypto transaction did not credit yet on your account. Kindly monitor your account within 48hrs. No worries, your crypto trade is safe with us. https://support.maya.ph/s/article/How-can-I-access-my-Invest-transaction-history Please refer to this link for reference: https://www.maya.ph/crypto - advised to monitor within 48hrs / 3BD *Sorry for the late response due to the increased volume of emails that we've been receiving. We feel your frustration regarding the market value of cryptocurrencies. It makes me really sad to know this happened. Please be advised that we will look into this. Your deep patience and understanding are appreciated. Please check this link for references: https://www.maya.ph/crypto We are sorry to know that your fund transfer from Crypto did not reflect on your Maya Wallet. beyond We appreciate the information you sent. We will now look into this matter. While we are checking this transaction, kindly monitor your account within 3 business days. This is your reference number for this request: 16316333 We understand that you did not receive the Crypto transaction. With this, please monitor your account within 3 business days as we check this with our team. No worries, your Crypto Transfer is safe with us. This is your reference number for this request: To know more about Maya Crypto, kindly visit this link: https://www.maya.ph/crypto - endorsed to coach Jennel - advised to monitor 3bd - case number was provided 16979442 Transaction Reference ID - Mandatory Item marked in the screenshot Lifestyle ID - if applicable Pesos Amount Receive - Mandatory Crypto (BTC/ETH and so on) -Mandatory Transaction Hash (URL) - Mandatory Crypto Amount - Mandatory Receipt Screenshot - Mandatory Admin Dashboard Screenshot (Full Scroll) - Mandatory REGISTRATION 17453239 We apologize for the late response. We're sorry to know that you're unable to register a Maya account. We are glad to assist you. To further assist you, kindly follow these troubleshooting steps: Restart your mobile device. Make sure that you have a good internet connection and/or cellphone signal. Ensure that you do not have an app blocking unknown numbers. Update your Maya app by going to Google Play or App Store. Uninstall then reinstall the Maya app if all the steps above did not solve the issue. If this does not work, we advise you to use another device that does not have a Maya account yet. Kindly visit below for reference to check: https://support.maya.ph/s/article/Encountered-a-registration-error CUSTOMER INFO 17490938 (email) 17661334 updated We appreciate the information you sent. We advise you to send the letter of request, birth certificate and valid ID (with date of birth and signature) to docs-support@maya.ph and monitor your account within 24 hours. The letter of request must contain: Mobile Number: Name: Reason: Old information: New information Case number: 13890008 Handwritten signature over printed name For any clarifications and questions, feel free to email us back or you can visit this link: https://support.maya.ph/s/article/How-do-I-change-the-information-registered-to-my-account - advise to send the letter of request, birth certificate and valid ID (with date of birth and signature) to docs-support@maya.ph - monitor account within 24 hours - case number was provided NOT THE ACCOUNT HOLDER Please inform the account holder to contact us directly as part of the Data Privacy Act and adherence to Maya Terms and Conditions for account verification. GAMING PIN 17404663 We understand that you did not receive your gaming pin. We are here to assist you. Please be informed that you can now track your history of purchases including the PIN for gaming pins. Please take note that your Maya app must be updated to it’s latest version to use this feature. Please see below for steps on how to access shop history: Log in to your Maya account. Go to Shop. Click the icon on the upper right corner of the page to access the Shop Purchase History. Details of each shop transaction (Processing and Completed) will be shown in this page. To know more about this concern, please refer to this link: https://www.paymaya.com/quick-guide/gaming If you did not find the PIN/serial number, kindly provide the following details for checking: Registered name on the account Registered mobile number Date of birth Place of birth Balance on the account Latest transaction on the account (type, date and time, amount): Screenshot of the transaction - provided steps to access shop history IDSP - #MINReassignInvestigation We appreciate you for reaching out to us and bringing this inquiry to our attention! We would like to inform you that we have enhanced our security measures to help protect your account. Because of this, we need a few information from you before you can continue using your Maya account. You can send these documents and details within 7 days to idsp@maya.ph, with the email subject Account Confirmation – Full Name. Make sure your documents are complete so we can review your application in the next 13 business days (excluding weekends and holidays) after your submission. To keep your account secure, we hope you can send to us the following: First, send us a selfie while holding your valid Government-Issued ID (i.e., Passport, Driver’s License, NBI Clearance, PRC ID, Unified Multi-purpose ID, or Postal ID with QR). • Take the photo in a well-lit room. • When taking your selfie, select the highest photo quality on your device. • Hold up the ID next to your face. • Make sure both your face and ID are clear on the photo. • Do not wear any accessory (e.g., mask, glasses, head gear). Second, provide a proof of your sources of funds (e.g., Payslip, Certificate of Employment, Latest ITR, SEC/DTI Registration, Audited Financial Statements, Proof of Inheritance, Barangay Certificate, and Screenshot of Online Shop) We would also like you to answer a few questions: 1. What is your reason for opening an account with Maya? 2. Could you list down your sources of funds? 3. We noticed you recently changed your Maya-nominated mobile number. May we know the reason for this reassignment? 4. Could you tell us the purpose of your most recent money-in and money-out transactions? And what is your relationship to the sender or receiver? As part of our enhanced security measures, we’d like to ask you for additional information before you can continue using your Maya account. https://support.maya.ph/s/article/What-do-I-do-if-my-account-was-put-on-hold-or-declined -advised the subs to send documents to idsp@maya.ph - monitor for 13BD SHARETREATS We are sorry to know that you did not receive the Grab voucher code. For this, we advise you to coordinate with Share Treats. You may reach out to them via the following channels: Landline: (02) 8 994-0446 Globe Number: 0917 712 4921 Email: support@sharetreats.com Business Hours: 10AM – 5PM (Monday – Friday) For any clarifications and questions, feel free to email us back or you can visit this link: https://support.maya.ph/s/article/How-will-the-recipient-receive-the-item-purchased-from-the-PayMaya-Shop CLAWBACK We regret to know that your account has been debited. Please be informed that Maya is deducting a set amount from your wallet because you received a cashback reward and did not use it. Our action is supported by the Terms and Conditions of Maya Philippines, Inc. where it states in sections 4 and 19. CUSTOMER INFO - PID - 17223169 (upgrade)/18170645(pid)/18161479 (upg) We understand that you want to update the information on your Maya account. May we know if your account has already been upgraded? If not, kindly just upgrade your account to update the information. If yes, kindly provide the following information: Registered mobile number: Registered name on the account: Date of birth: Place of birth: Balance on the account: Latest transaction on the account (type, date and time, amount): Reason for change information: Old information: New information: Please check this link for references: https://support.maya.ph/s/article/How-do-I-change-the-information-registered-to-my-account We will wait for your response. Keep safe and thank you for choosing Maya! - advised to upgrade account - asked PID * registered with different name 18107658 We understand that you want to update your sister's account to your name. Please be informed that we cannot change or update the information to another person once the account is upgraded. We advise you to register with a new mobile number. - informed subs that we cannot update the name - advised subs to register with a new mobile number ACCOUNT UPGRADE - REJECTED - 18186092(ID)/18184800/ 17671269/17120226 / 17347806 (dupli)/18274351 (PID) We are sorry to know about your account upgrade that wasn't approved. We advise you to upgrade again and provide your complete name. This will allow you to complete your account upgrade. Make sure that the details (Name, Date of Birth and other information) presented on ID match exact in the indicated application. Please take note that the processing time is within 24 hours upon upgrading the account. You will know if the account is already upgraded if there is a green check mark beside the name. For your reference for account upgrade, please check this link: https://www.maya.ph/upgrade - advised to provide correct information - advised to monitor within 24 hours We understand that you want to verify your Maya account. Date of Upgrade: Validation Code: ID used: Remarks in KYC PORTAL/SPLUNK: - provided link for valid ID We are sorry to know about your account upgrade that wasn't approved. Upon checking, we found out that it was rejected due to invalid ID. We advise you to upgrade again and provide a valid ID. This will allow you to complete your account upgrade. Make sure that the details (Name, Date of Birth and other information) presented on ID must exactly matched in the indicated application. For your reference on the list of valid IDs for account upgrade, approved We understand that you want to verify your Maya account. We're glad to inform you that your account is already upgraded. You may now enjoy the best features of Maya. * We understand that your account is not yet upgraded. Please be informed that you can cash in to your Maya account but you cannot cash out using bank transfer or send money. To enjoy the best features of Maya, we advise you to upgrade your Maya account. EDD 18100090 We are sorry to know about your account upgrade that wasn't approved. To assist you on this, kindly provide the following information: 1. Current Employer/Position 2. List of banks where client maintained or is maintaining an account 3. Reason for opening/upgrading an account 4. additional info about Nature of Work and Source of Income - source of remittance, years in the business or work, etc 5. Email address MAYA BUSINESS We are delighted that you have taken interest with Maya Merchant. For further assistance, kindly email to business.signup@maya.ph . For any clarifications and questions, feel free to email us back or you can visit this link: https://www.maya.ph/business inquiry@maya.ph BLACKLISTED - 7 days We appreciate the information you sent. May we know if you have received a text message? If yes, please be informed that we will allow the temporary unblocking of your account. Please consume your balance within 7days. After this period, we will close your account as part of Maya's terms and conditions. You may have your card and account status checked by the issuing bank. TRANSACTION LIMIT 17508915 reset 17277110 (backl / 17681271 w/ probing We understand that you want to increase your transaction limit. Please be informed that as of now, an upgraded Maya account has only Php 100,000 monthly limit. Our system will automatically increase your transaction limit to Php 500,000 if you keep using your Maya account. In addition, your account limit will refresh every first day of the month. To know more about the transaction limit, please refer to this link: https://www.maya.ph/account-limit 17490621 *We fully understand that you are unable to make a bank transfer. Please be informed that you can only make bank transfers 80 times, and upon checking, you have already reached the limit. 17237721 / 17462883 / 17251338 backl *We appreciate you getting back to us regarding on cash in using credit card. Please be informed that you can cash in P10,000.00 per transaction and 5 attempts per day. *We are sorry to know that you are unable to cash in to your Maya account. Upon checking, you reached the maximum limit. 17407879 To view We understand that you want to check your transaction limit. No worries, we’ve got your covered. Kindly follow these steps: Log in to your Maya account Select the profile button on the upper left to access the drawer Select Account Limits Browse through your daily and monthly account limits by clicking on the appropriate tab button PROMO - PID We appreciate you for sending us an email regarding on your promo cashback. For us to check into this, please provide us details below: Registered name on the account Registered mobile number Date of birth Place of birth Balance on the account Latest transaction on the account (type, date and time, amount): Promo title/link Expected cashback To know more about Maya’s promos, please refer to this link: https://www.maya.ph/deals/featured-deals We will wait for your response. https://www.maya.ph/deals/shop-buy-load/unli-cashback-and-more-rewards-on-load-2023 11 MANDA - facial dedup We noticed unusual activity on your account and have temporarily blocked it. To unblock it, email secure@maya.ph with your full name, phone no., a selfie while holding your ID, and another photo of your ID – passport, driver's license (both sides), NBI clearance, PRC ID, UMID, postal ID with QR, or Philippine National ID/ PhilSys ID/ ePhilID. We're sorry to know that you can't open your Maya account and are encountering this error. The error that you are getting is a system-initiated message. As part of our customer profile management, we will need additional information from you to validate your account. Please complete the information below: Account name registered: Account number registered Birth Date: Birth Place: Nationality: Gender: Present Address: Permanent Address: Source of income: Nature of work: Bank Name: Reason for Upgrade: Proof of Identity: (Please attach a photo or scanned copy of proof of billing a valid ID's 1primary or 2secondary) What is your purpose of opening a Maya account? Date of registration Date the error message was encountered Please see this link for accepted valid IDs: https://www.maya.ph/upgrade DELETED We apologize for the late response. We're delighted to inform you that your old mobile number has been deleted from our system. Kindly re-upgrade your retain account to remove the restrictions and you have to ensure that your information on your valid Government ID matches the information you will provide on our system. In addition, once you submit the information, you have to monitor your account within 24 hours. You will receive a notification via SMS once your account is fully verified. You might consider this link for your reference: https://www.maya.ph/upgrade - done deleted - advised to upgrade account PROMO 14BD We apologize for the late response. We are sorry to know that you have not yet receive your promo cashback. Please be advised that based on our promo mechanics stated that, "Qualified users will receive their cashback voucher in the Maya account up to fourteen (14) business days, excluding the holidays and weekends after the promo period". To know more about Maya's deals and promos, please refer to this link: https://www.maya.ph/deals INSTAPAY SENDING 18197893/ 18186372 pid 17276812 backl 18206782 w/probing We know how disappointing it is that your bank transfer is not reflected. Please be informed that you can monitor your account within three (3) business days, excluding the holidays and weekends, for proactive reversal or crediting to your target account. To know more about bank transfers, please visit this link: https://support.maya.ph/s/article/I-have-a-bank-transfer-concern-What-do-I-do - advised to monitor within 3BD for proactive reversal or crediting to target account Beyond 18251768 We apologize for the late response and we appreciate the information you sent. To assist you better regarding on your uncredited bank transfer, we advise you to coordinate with BDO and kindly provide this trace number, 767805, for checking. It would be best to reach out to the recipient to retrieve the funds. Send money 17784772/ 17339611/17515611/ 17660882 uncredited 17784641 We know how disappointing it is that your fund transfer is not reflected. May we know if you did was a send money transaction? If yes, kindly take note that if we transfer to GCash, we will do a bank transfer transaction. To assist you on this, we advise you to coordinate with the recipient for an internal agreement and kindly take note that once a transaction is successful, a refund is not an option. Please inform the recipient to call the Maya Hotline for assistance at these numbers: 6328845-77-88 Toll Free: 1800-10-8457777 *788 if you are Smart/TNT/Sun user Please check this link for references: https://www.maya.ph/terms-and-conditions - informed no reversal policy - advised to coordinate with the recipient - advised to inform the recipient to call Maya Hotline for assistance Please refer to this link: https://support.maya.ph/s/article/I-have-a-send-money-transaction-concern-What-do-I-do CAN'T LOG IN - We are sorry to know that you were unable to use your account due to the connection issue. 17212528 system update / 18214142 We are sorry to know that you're encountering a log in error on your Maya account. To further assist you, kindly follow the troubleshooting steps: Restart your mobile device. Make sure that you have a good internet connection and/or cellphone signal. Clear cache. Force stop. Ensure that you do not have an app blocking unknown numbers. Ensure that your device’s date and time is set to auto. Update your Maya app by going to Google Play or App Store. Uninstall then reinstall the Maya app if all the steps above did not solve the issue. Please be advised to only login 1 mobile number per device for security measure. To know more about troubleshooting steps, you may visit this link for your reference: https://support.maya.ph/s/article/Encountered-a-login-error If the issue recurs and still unable to log in, kindly provide the following details: Registered name: Registered mobile number: Date of birth: Place of birth: Balance on the account: Latest transaction on the account (type, date and time, amount): ACCOUNT UPGRADE 48 HOURS 18159158 / 18248309 We understand that you want to verify your Maya account. Please be advised that the processing time for upgrades takes up to within 24 hours. Once upgraded, a green check mark will appear beside your registered name. Kindly monitor your account within the given time frame for the approval of your application. For your reference for account upgrade, please check this link: https://www.maya.ph/upgrade - advised to monitor within 24 hours Date of Upgrade: Validation Code: ID used: Remarks in KYC PORTAL/SPLUNK: KYC1 18188175 We understand that you want to verify your Maya account. We're glad to help you regarding the status of your upgrade application. Upon checking, we found out that your account is already upgraded. You may now enjoy the best features of Maya. TEAM FYI, For upgrade application na may 4days SLA please provide this spiel. Provided to ni Ms. Dee use it po ASAP Thanks for reaching out to us. We appreciate your interest and understand your eagerness to get your Maya account upgraded. At the moment, we are experiencing a surge in demand. Rest assured, Team Maya is working tirelessly to accommodate incoming account upgrade requests as quickly as possible. We appreciate your understanding and support! REASSIGNMENT - new process - 17238124 We are sorry to know that you lost your phone. No worries, let me help you with this. We advise you to call the Maya hotline immediately and request your Maya account to be temporarily blocked. You can dial ( 632) 8845-7788, domestic toll-free at 1-800-1084-57788, or *788 for free using Smart. Once you have secured your Maya account, you have the option to recover your lost mobile number or register a new mobile number to your Maya account. See below for instructions. To recover your lost mobile number, kindly follow these steps: Call your mobile service provider and request a new SIM for your old prepaid or postpaid mobile number. Follow the requirements of your provider to facilitate the request. For postpaid mobile numbers, you may also request deactivation of your old SIM over the phone. Install your new SIM into your new device. Download the Maya app to your device. Log in to your Maya account using your mobile number and existing password. If you are logging in using a new device, you may be asked to enter a One-Time PIN (OTP) that will be sent to your registered mobile number. In addition, fill up this form completely and attach the required documents. Once received, we’ll process your request in 2 business days. All pending rewards, cashback, and unclaimed, as well as the record of your balances and transaction history, will be retained when you recover your old number and use it to log in to your Maya account. To register a new mobile number to your Maya account, please follow this link for instructions to change your Maya-registered mobile number. For more information about changing mobile number, you may visit this link: https://support.maya.ph/s/article/I-lost-the-SIM-and-or-phone-with-the-number-that-s-registered-to-my-PayMaya-account - advised to call HL - provide steps how to recover account - advised to monitor 2BD *Kindly log in to your new number with the same password of your old phone number. DEACTIVATED/LOST 18173444 / 18194958 2. Advise cx to visit this link to know more: https://support.maya.ph/s/article/I-lost-the-SIM-and-or-phone-with-the-number-that-s-registered-to-my-PayMaya-account Suggested Spiel: We understand that you are experiencing an issue with your current mobile number due to it being lost/stolen/damage/defective. Thank you for raising this matter to our attention. To address this matter, we would like to recommend visiting this link: https://support.maya.ph/s/article/I-lost-the-SIM-and-or-phone-with-the-number-that-s-registered-to-my-PayMaya-account. This resource will provide you with detailed information on how to proceed with changing your mobile number. Once received, we’ll process your request in 2 business days. However, we would also like to emphasize the importance of coordinating with your network provider for sim card portability. By contacting your network provider, they will be able to guide you through the necessary steps to ensure a smooth transition to your new but same number. - provided link for change number - advised to coordinate with network provider for sim portability - advised to monitor 2BD UPDATE NUMBER 18261109 Suggested Spiel: We understand that you are looking to change your mobile number in the Maya App. We are here to guide you through the process. Please follow the steps below: 1. Open the Maya App on your mobile device and login to your account using your existing credentials. 2. Once logged in, navigate to the app's settings. You can usually find the settings icon in the top right corner of the screen. 3. In the settings menu, locate and select the option labeled "Change Mobile Number". This will take you to the phone number change screen. 4. On the phone number change screen, you will be prompted to enter your Maya password accurately. 5. After entering your password, you will be asked to nominate your new phone number. Enter the number you wish to associate with your Maya account. For more information, you may also check out this link: https://support.maya.ph/s/article/How-do-I-change-the-registered-mobile-number-in-my-PayMaya-account That's it! You have successfully completed the steps to change your phone number in the Maya App. If you encounter any difficulties or have any further questions, please don't hesitate to reach out to our customer support team for assistance. *Your new number should not already be registered to another Maya account. *Changing the mobile number registered to your Maya account is allowed only once every 30 days. *As a security measure, you cannot revert to your previously registered mobile number. *All pending rewards and cashback from your old number will be forfeited and all awarded and unclaimed vouchers will disappear when you change your registered mobile number. - provide steps to change number 17536335 * We understand that you need assistance with changing of mobile number, and we're here to help. We recommend checking our Knowledge Base for step-by-step instructions on how to change your Maya Number. You can do this by simply searching for 'Change Maya Number' in your web browser or by using the following link: https://support.maya.ph/s/article/How-do-I-change-the-registered-mobile-number-in-my-PayMaya-account KYC0 18261499 We understand that you are requesting to change registered mobile number. Before we proceed with the process, we advise you to upgrade your account and please follow the steps on this link: https://www.maya.ph/upgrade Please be advised that the processing time of upgrade takes up within 24 hours. Once upgraded, a green check mark will appear beside your registered name. Kindly monitor your account on the given time frame for the approval of your application. Once upgraded, please email us back at support@maya.com or you may call our hotline at ( 632) 8845-77-88 or toll-free at 1800-1084-57788 and *788 using Smart mobile numbers for your request of change number. LOST SIM - We are sorry to know that you lost your sim card. To address this matter, we would like to recommend visiting this link: https://support.maya.ph/s/article/I-lost-the-SIM-and-or-phone-with-the-number-that-s-registered-to-my-PayMaya-account. This resource will provide you with detailed information on how to proceed with changing your mobile number. However, we recommend coordinating with your network provider for sim replacement if you wish to retain your mobile number. - provided link for changing number - advised for sim replacement CHANGE NUMBER VIA APP - new process We understand that you are looking to change your mobile number in the Maya App. We are here to guide you through the process. Please follow the steps below: Open your Profile, tap 'Settings,' and choose 'Change mobile number'. Follow each step and make sure both your old and new mobile numbers are turned on and inserted into a device so you can receive OTPs. Once successful, you will automatically be logged out. You may be asked for an OTP again when you log back in to Maya. If you do not have an access to your current number or have issues logging in, kindly fill up this form (the form is on the link) completely and attach the required documents. Once received, we’ll process your request in 2 business days. For more information, you may also check out this link: https://support.maya.ph/s/article/How-do-I-change-the-registered-mobile-number-in-my-PayMaya-account - provided steps to change number - advised 2BD We understand that you need assistance with changing of mobile number, and we're here to help. We recommend checking our Knowledge Base for step-by-step instructions on how to change your Maya Number. You can do this by simply searching for 'Change Maya Number' in your web browser or by using the following link: https://support.maya.ph/s/article/How-do-I-change-the-registered-mobile-number-in-my-PayMaya-account MAYA BANK STATEMENT 17390225 / 18173526 We are sorry to know that you cannot access your bank statement. Please be informed that bank statements are generated every 2nd day of the following month. If you did not receive it via email, You can also get a copy of your bank statements in app by clicking on “My Savings” > “View Account Details” > “View Bank Statements” -Educate customer on how to generate bank statement in-app BLACKLIST - INSTAPAY SEND_NT30AB_DECISION RULE Thank you for reaching out to us and bringing this inquiry to our attention! We would like to inform you that we have enhanced our security measures to help protect your account. Because of this, we need a few information from you before you can continue using your Maya account. You can send these documents and details within 7 days to secure@maya.ph, with the email subject Account Confirmation – Full Name. Make sure your documents are complete so we can review your application in the next 13 business days (excluding weekends and holidays) after your submission. To keep your account secure, we hope you can send to us the following: First, send us a selfie while holding your valid Government-Issued ID (i.e., Passport, Driver’s License, NBI Clearance, PRC ID, Unified Multi-purpose ID, or Postal ID with QR). • Take the photo in a well-lit room. • When taking your selfie, select the highest photo quality on your device. • Hold up the ID next to your face. • Make sure both your face and ID are clear on the photo. • Do not wear any accessory (e.g., mask, glasses, head gear). Second, provide a proof of your sources of funds (e.g., Payslip, Certificate of Employment, Latest ITR, SEC/DTI Registration, Audited Financial Statements, Proof of Inheritance, Barangay Certificate, and Screenshot of Online Shop) We would also like you to answer a few questions: 1. What is your reason for opening an account with Maya? 2. Could you list down your sources of funds? 3. Could you tell us the purpose of your most recent money-in and money-out transactions? And what is your relationship to the sender or receiver? We hope for your prompt response on the matter, so we can serve you better. - advised to send requirements to secure@maya.ph - monitor for 13BD 18258109 /18208474 DUPLICATE ACCOUNT - new process - 18095753 / 17063726 / 17412325 or 17485914(cash in)/18167439 (reassign) 18095693/18095658 kyc1 18198671 w/probing We're sorry to know that you're having an issue with duplicate accounts. Please be advised that Maya only allow one (1) account per user. To better assist you with the processing of the deletion of your other account, kindly call our hotline support at the following numbers: Maya Customer Hotline: ( 632) 8845-7788 Domestic Toll-Free: 1-800-1084-57788 Mobile: Dial *788 using your Smart, Talk