General Issues

1.  Does PrepaidPinoy provide an exclusive sim for Dealers and Retailers?

No. Your mobile number can be activated and become our subscriber free of charge regardless of the network/carrier you are using.

2.  Can I load up my PrepaidPinoy credits through any available dealer?

No, you can only load up your prepaid credits through your exclusive dealer (the one who activated your account).

3.  Is it possible for my account to be reassigned to another Dealer?

Although we do not recommend such request, we suggest that subscribers must also inquire and submit the reasons for such request.

4.  Can I use the other access numbers regardless of the network/carrier that I'm using?

Yes, but we recommend that you use the access numbers corresponding to the network/carrier that you are using for fast access and to avail any free or unlimited texting.

5.  I've lost my sim registered to PrepaidPinoy, is it possible to retrieve and transfer my previous account to a new number?

Lost account must be reported immediately to PrepaidPinoy Customer Support team for us to disable and prevent unauthorized access to your account. By submitting a report and necessary documents your account can be transferred to a new number or sim.

6.  What should I do if I lost my password/pin?

Ask the one who activated your account, it can be your dealer who can request a pin for you.

7.  What will happen to my retailer account (remaining credits, passwords) if converted into a dealer?

You'll still have your remaining credits and password, as a dealer you can activate and load up an account but you won't be able to sell any PrepaidPinoy products, refer to Dealers Manual.

Dealer Issues

1.  How many prepaidpinoy accounts (Retailer) I can activate?

There is no limitation on the number of subscribers you can activate.

2.  On activating a new subscriber I received a successful message from PrepaidPinoy but my client did not receive any confirmation message, if the account is successfully activated what about the password or pin?

You can retrieve your client's password or pin by texting REQPIN. Refer to our dealer's manual. *

3.  What should I do if I mistakenly load up a different retailer account?

You must notify PrepaidPinoy immediately to process the load reversal procedure and advise your retailer that the load was not intended for his/her account.

Note: Load transfer is not possible for Non prepaidpinoy members and Dealers/Retailers without direct link with the loader.

4.  I successfully transferred load to my retailer and received a confirmation SMS message yet the retailer receives no confirmation.

Confirmation message are sent to both our dealers and retailers, if either receives the confirmation message load has been transferred successfully, if none receives the confirmation message check your balance and repeat the transaction. For dealers load transfer problem you can call us at 7531299. *

5.  What will happen to my existing retailers, dealers if I upgrade my account?

You'll still have your remaining credits and retailers directly under your account

Retailer Issues

1.  How can I retrieve my previous transactions?

Text LTR and send to access number.

2.  What should I do if my request for Eload/Autoload failed to load up my customer but debited my account?

You can inquire about the status of your transaction from our customer's hotline. Failed and pending transactions are evaluated and refunded within 24 hours.

3.  I mistakenly load up a different customers number, what should I do?

You must notify prepaidpinoy immediately to change the customer's number and resend the transaction, this is applicable for ePin transactions only.

Note: wrong customer's number on Eload/Autoload transactions is irreversible, retailers must be extremely careful.

4.  My customer received an invalid card.

You can call our authorized customer representative to verify the sold ePins and other product info and support.

5.  My customer accidentally deleted the ePins he purchased, is it possible for me to retrieve the same ePins?

By texting Resend<space>TransNum, you can call our customer support hotline and we will resend it for you.

*Our system generated messages failed to deliver to our subscribers due to network (Globe, Smart, Sun) problem.