How to Get Help & Fix Common Issues at PANALOKO
Most problems have a quick fix, and you rarely need to wait for an agent. This guide walks you through resolving the issues players hit most, starting with a deposit that hasn't landed, in a handful of steps.
Resolve most issues in five steps
Work through these in order. Nine times out of ten the issue clears before you reach the last step.
- Refresh and re-check: close the app or browser tab, reopen it, and log back in. A pending balance often updates once the session refreshes.
- Confirm the money left your wallet: open your GCash or bank app and check that the transfer actually completed and shows a reference number.
- Match the details: make sure you sent from an account in your own name to the exact reference or account shown on the deposit page, mismatched names are the top cause of stuck deposits.
- Wait out any maintenance window: GCash runs nightly maintenance around 12:00–03:00 PHT, when transfers can lag. Give it a few minutes before retrying.
- Contact support with proof: if it still hasn't posted after 15 minutes, message live chat with your username, the amount, the date/time and the GCash reference number for a fast trace.
Deposit not showing? Try this first
A missing deposit is almost always a details problem, not a lost payment. Run this checklist before you worry:
| Symptom | Likely cause | Fix |
|---|---|---|
| Money left GCash but balance is ₱0 | Session not refreshed | Log out and back in; wait 1–2 minutes |
| Transfer failed instantly | Below ₱50 minimum or daily GCash cap hit | Send at least ₱50; keep within ₱100,000/day GCash limit |
| Sent but flagged for review | Name on wallet ≠ name on account | Only fund from an account in your own name |
| Everything correct, still pending | Nightly maintenance 12:00–03:00 PHT | Wait for the window to clear, then retry |
When to contact support (and what to have ready)
If a step above didn't fix it, reach our team. Having the right details ready turns a long back-and-forth into a two-minute trace.
- Your username and the registered mobile number on the account.
- The exact amount and the date and time of the transaction.
- The GCash or bank reference number of the transfer.
- A short description of what you expected versus what happened.
Frequently Asked Questions
My GCash deposit hasn't arrived, what now?
First refresh your session and confirm the transfer completed in GCash. Check you sent from your own account, at least ₱50, and outside the 12:00–03:00 PHT maintenance window. Still missing after 15 minutes? Send support your reference number.
Why was my deposit rejected?
The most common reason is a name mismatch, funds must come from a wallet or bank account in your own name. Deposits below ₱50 or beyond your ₱100,000 daily GCash limit will also fail.
How do I reach PANALOKO support?
Live chat is the fastest channel and runs around the clock. Have your username, the amount, the date/time and the transaction reference number ready so an agent can trace it immediately.