FAQ's

How can I retrieve my 1 day to 1 week transaction history if I lost track?

You may request our Customer Care Representatives to send you your transaction logs thru HELP. Just provide your valid email address and wait for their confirmation.

How can I confirm if my loading transactions are successful?

1. Always advise the customer to check their prepaid balance.
2. You can also ask our HELP desk:

For your loading and other concern, type: HELP (space) concerns and send to gateway.

Is Multiple Loading of E-Pins for Prepaid Cable account allowed?

For Cignal:

No. you can only top up 1 PIN per month

For GSAT:

Yes. Multiple loading of GSAT Security Codes are allowed. The next load will automatically start upon consumption of the first load.

What do I need to top up the E-pin on my account?

For Cignal Cable PIN Top up:

1. Use only Smart/TNT or Sun mobile number in sending your command and have at least P1 regular load in sending your command to 5353.
2. Format of top up command: CIGNAL (space) PIN (space) CIGNAL ACCOUNT # send to 5353.

For GSAT Cable Security code Top up:

1. Make sure your IRD is turned on to Channel 1 and you have at least P1 regular load in sending your command.
2. Format for GSAT99 top up: GPINOY (space) Box# (space) Security code send to 09989751200 (Smart), 09258003417 (Sun), 09178867360 (Globe).
3. Format for GSAT300 top up: GSAT (space) Box# (space) Security code send to 09989751200 (Smart), 09258003417 (Sun), 09178867360 (Globe).
4. Send your command to Globe or Sun number if the mobile number you are using is Smart, and vice versa.

What will be the alternative if 8724 Access code is unavailable?

We should use TPC gateways in sending our loading and other transactions and wait for the Information message if 8724 is available and ready for use.

How to refund load?

To Refund, type: HELP (space) RF (space) Trace Number (space) Date and Time and send to gateway.

*Only Load Pocket and unsuccessfully loaded amount can be refunded.

*Loaded (Gaming and cable) E-Pins cannot be refunded.

What is the difference between Desired User ID and Placement User ID during encoding?

Desired User ID is the desired Username of the New System Owner.

Placement User ID is where the new System Owner be placed in your organization.

How to activate a System User?

To activate, type: ACT (space) mobile Number and send to gateway.

*Example: ACT 09123456789 and send to gateway.

Note: 100 Load Pocket balance is required to activate a System User. The 100 Load Pocket that was deducted from your account will be received by the New System User.

How to activate a New System Owner thru SMS Command?

To encode, type: JOIN (space) Activation code/Mobile number/Complete Name/Desired User ID/Sponsor User ID/Placement User ID/A or B and send to gateway.

*Example: JOIN ABCDEFGH1234/09123456789/JUAN DELA CRUZ/JUAN001/MAN002/MARIA001/B and send to gateway.