Untitled Note

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 to 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 transaction history. As of the moment, we do not have an option to provide 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. 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 - delete We appreciate the email you sent 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. Should you have any concerns, suggestions, or feedback, please let us know how else we can help. 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 for 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 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 be 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). -advised to enable authentication for the phone device - informed that balance must be at least P100.00 view VC 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 your account was always deducted by Google. To assist you, we advise you to coordinate with Apple.com to cancel your subscription. - advised to coordinate with the merchant to cancel subscription account security 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 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 Sorry for the late response due to the increased volume of emails that we've been receiving. And I feel your frustration regarding the market value of cryptocurrencies. It makes me really sad to know this happened. Please be advised that I 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 To know more about Maya Crypto, kindly visit this link: https://www.maya.ph/crypto REGISTRATION 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 the 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 highly 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 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 if you want to change your surname and monitor your account within the business day. 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 the business day - 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 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 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 How many physical cards are linked to your account? If you have, kindly provide the last four (4) digits of it. 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 their hotline 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 when you cashed in within the month of August 2022 through Cebuana Lhuillier, even if you did not pay any fees for the transaction. Our action is supported by the Terms and Conditions of Maya Philippines, Inc. where it states in sections 4 and 19. CUSTOMER INFO - PID We understand 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: Exact balance on the account: Number of Maya physical cards currently linked on the account: 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 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 We are sorry to know about your account upgrade that wasn't approved. Upon checking, we found out that it was rejected due to mismatched name. 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 must exactly matched in the indicated application. Please take note that the processing time is 72 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 re upgrade and provide correct information - monitor for 72 hours 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. 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 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 *We fully understand that you are unable to make a bank transfer. Please be informed that you can only bank transfer 80 times, and upon checking, you have already reached the limit. *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. To view We understand that you want to check your transaction limit. No worries, we’ve got your covered. Here’ how: 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. 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 How many Maya physical cards are linked to your account? If you have, kindly provide the last four (4) digits of it. 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. 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 48 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 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 your target account Beyond We apologize for the late response and we appreciate the information you sent. To assist you better regarding on your uncredited bank transfer, we highly advise you to coordinate with BDO and kindly provide this trace number, 767805, for checking. Send money We know how disappointing it is that your transfer is not reflected. Upon checking, you did a send money transaction. 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. Please check this link for references: https://www.maya.ph/bank-transfer - educate subs - advised to coordinate with the recipient CAN'T LOG IN - We are sorry to know that you were unable to use your account due to the connection issue. 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: Exact balance on the account: Number of physical cards linked to your account: ACCOUNT UPGRADE 48 HOURS 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 it is still under review. Please be advised that the processing time of upgrade takes up to 72 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. For your reference for account upgrade, please check this link: https://www.maya.ph/upgrade - advised to monitor for 72 hours KYC1 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 - We are sorry to know that you lost your phone. We understand that you want to change your account number. No worries, let me help you with this. We recommend coordinating with your network provider if you wish to retain your mobile number. Otherwise, call our Maya hotline number at (632) 88457788, toll-free at 1800108457788, or *788 using your Smart, Talk and Text, or Sun Cellular for account verification and a request for changing your mobile number. Please be advised that 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. For more information about changing mobile number, you may visit this link: https://support.maya.ph/s/article/How-do-I-change-the-registered-mobile-number-in-my-PayMaya-account - advised for sim replacement - advised to call HL for account verification and a request for changing your mobile number *Kindly log in to your new number with the same password of your old phone number. LOST SIM - NEW PROCESS 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 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 - provided steps to change number MAYA BANK STATEMENT 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 DUPLICATE ACCOUNT - new process We're sorry to know that you're having an issue with duplicate accounts. Please be advised that we only allow one (1) account per user. To better assist you for the processing of 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