Frequently asked Questions

 

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

A: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.

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Q:How can I confirm if my loading transactions are successful?
A:Always advise the customer to check their prepaid balance.You can also ask our HELP desk:For your loading and other concern, type: HELP (space) concerns and send to gateway.

 

Q: 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.

 

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

For Cignal Cable PIN Top up: 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. Format of top up command: CIGNAL (space) PIN (space) CIGNAL ACCOUNT # send to 5353.

 

For GSAT Cable Security code Top up: Make sure your IRD is turned on to Channel 1 and you have at least P1 regular load in sending your command. Format for GSAT99 top up: GPINOY(space) Box# (space) Security code send to 09989751200 (Smart),09258003417 (Sun), 09178867360(Globe).

 

Format for GSAT300 top up: GSAT(space) Box# (space) Security code send to 09989751200 (Smart),09258003417 (Sun), 09178867360(Globe).
Send your command to Globe or Sun number if the mobile number you are using is Smart, and vice versa.

 

Q:What will be the alternative if 8724 Access code is unavailable?
A: 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.

 

Q:How to refund load?
A: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.

 

Q:What is the difference between Desired User ID and Placement User ID during encoding?
A: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.

 

Q:How to activate a System User?
A: 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.

 

Q:How to activate a New System Owner thru SMS Command?
A: To encode, type: JOIN (space) Activation code/Mobile number/Complete Name/Desired UserID/Sponsor User ID/Placement UserID/A or B and send to gateway. *Example: JOIN ABCDEFGH1234/09123456789/JUAN DELA CRUZ/JUAN001/MAN002/MARIA001/B and send to gateway.