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.