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You lost you Phone/Sim Connected to Your Maya Account

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Just like on GCash if you lost your mobile phone connected to your Maya account, then you have to report it immediately to Maya.

Here is the step by step tutorial from Maya:

Step 1 - Secure your account

Call Maya immediately to have your Maya account temporarily blocked. You can reach us via any of the following numbers:

  • (+632) 8845 7788
  • 1800 1084 57788 (Toll-free)
  • *788 (Free for Smart users)
Step 2 - Recover or change your number

Once you’ve secured your Maya account, you have 2 options:
  • Option A: Recover your lost mobile number (Recommended)
  • Option B: Register a new mobile number to your Maya account
Option A: Recover your lost mobile number (Recommended)

Follow these steps to recover your lost mobile number:
  • Call your mobile service provider and request a new SIM for your old prepaid or postpaid mobile number
  • If you’re a postpaid customer, you can also have your old SIM deactivated over the phone
  • Install your new SIM
  • Download the Maya app
  • Log in to your Maya account using your mobile number and existing password
  • If you’re logging in using a new device, you may be asked to enter a one-time PIN (OTP) that will be sent to your registered mobile number
Choosing this option allows you to keep:
  • All your awarded, pending, and unclaimed rewards, cashback, and vouchers
  • The record of your balances
  • Your transaction history
Option B: Change or update the mobile number registered to your Maya account

Please see the How do I change my Maya-registered mobile number user guide for detailed instructions on how to do this.

Take note that Maya can only process your request if:
  • The new mobile number is not yet registered to another Maya account
  • You have not changed your registered mobile number in the last 30 days
  • You submitted a valid or government-issued, non-expired ID
  • The name on your ID matches the registered name on your account
  • You have a parental consent letter or your guardian’s valid ID if you’re a minor
In addition, when you change your Maya-registered mobile number:
  • You will no longer be able to go back to your previously registered mobile number for your security
  • You will lose all awarded, pending, and unclaimed rewards, cashback, and vouchers
  • You will need to accept Maya’s terms and conditions again and confirm your data personalization options
  • You will have your list of recently paid bills and purchased shop items reset, but your balance and transaction history will remain intact
For added protection, you can also explore setting up a SIM PIN or password by going to your device’s security settings.

Step 3 - Reactivate your account

Once you have regained possession of your account, please submit a letter of request containing the following to docs-support@maya.ph to reactivate your Maya account:
  • Request to reactivate your account
  • The mobile number registered to your Maya account
  • Reason the account was blocked
  • Signature over printed name
  • Copy of valid government-issued primary ID
  • Selfie while holding the ID
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