PayMaya Support

My phone or sim with my PayMaya got stolen or lost, what do I do?

Last update: July 2, 2020

For a postpaid mobile number linked to your PayMaya account:  

  • Call your service mobile provider to request a new SIM for your old postpaid mobile number 
  • Install your new SIM on your device  
  • Download the PayMaya app to your device 
  • Log in to your PayMaya account using your mobile number and existing password 
  • If you are logging in to a new device, you may be asked to enter a One-Time-PIN (OTP) that will be sent to your registered mobile number 

For a prepaid mobile number linked to your PayMaya account: 

You have 2 choices:

  1.  Retain the same prepaid mobile number 

  • Call your mobile service provider and request for a new SIM for your old prepaid mobile number
  • Install your new SIM into your new device 
  • Download the PayMaya app to your device
  • Log in to your PayMaya account using your mobile number and existing password 
  • If you are logging on to a new device, you may be asked to enter a One-Time-PIN (OTP) that will be sent to your registered mobile number 

2.  Change the mobile number linked to your PayMaya account 

  • Activate your new mobile number
  • Call our customer service hotline at (632) 8845 7788; at our toll-free number 1 800 10 8845 7788; or at *788 using your SMART mobile number and request to change the mobile number linked to your PayMaya account. You may be asked to submit a few requirements to verify that you are the legitimate owner of the account you want changed 
  • Download the PayMaya app to your new device
  • Log in to your PayMaya account using your new mobile number and existing password  
  • If you are logging on to a new device, you may be asked to enter a One-Time-PIN (OTP) that will be sent to your registered mobile number

Please take note of these reminders when you’re changing your PayMaya registered mobile number:  

  • Changing your PayMaya-registered mobile number is allowed only once every 30 days.
  • As a security measure, you cannot revert to your previously registered PayMaya mobile number.
  • You cannot use a currently registered PayMaya mobile number as your new mobile number. Only mobile numbers that are not yet registered to a PayMaya account are allowed.
  • 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.
  • You will be asked to accept PayMaya’s Terms and Conditions again and reconfigure data personalization after your first log-in using your new mobile number.
  • Recent listings for shop purchases and bills payment will be reset after changing your mobile number. Your balance and transaction list in the home screen, however, will remain intact.

About PayMaya

PayMaya Philippines, Inc. (formerly Smart eMoney, Inc.) is the pioneer in mobile money and payments and is a subsidiary of Voyager Innovations, the digital innovations company of PLDT and Smart. 

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