FAQ's (Frequently Asked Questions)

My transaction did not reflect on my account. Can you help?

For specific transaction-related concerns: you may proceed below:

Cash in:

If there is a delay in your cash in, kindly coordinate with the Cash In the center you used:

Via Bank/Financial Institution

A possible cause of the delay is due to system interruptions.

 When this happens, crediting happens on the next banking day as both banks and FortunePay perform daily reconciliation.

Via Kiosk

You can call the customer support of the self-service kiosk to report the issue.

Specific contact details for each kiosk can be found in the receipt generated by the machine or you can refer to these details:

Via Over-the-Counter (7-Eleven, FortunePay Outlets, etc)

You can follow up with the branch where you made the cash-in transaction. Make sure to keep your receipt as your proof of the transaction.

Via Credit/Debit Card

Your issuing bank account will proactively process the refund within three (3) business days.

 If no refund is reflected the source account within three (3) business days, you may call our hotline +63 917 620 1513 or message us on Facebook @FortunePayPhOfficial

How to Download or uninstall the Fortune Pay App?

To download the FortunePay App, go to Google Playstore or App Store.

Link to Google Play Store:


Link to Apple Store:


To uninstall the FortunePay App

1. Select FortunePay on the apps menu.

2.   Press Options > Uninstall > OK or Uninstall.

 This will remove the app and all of its data.

How to Upgrade your FortunePay Account?

Please make sure to only provide accurate personal information and upload valid government ID’s to proceed with the registration and upgrading of the account.

If having issues with registration, please send us a screenshot of the error encountered on our Facebook page @FortunePayPHOfficial.

How to Update FortunePay App

Update your FortunePay App easily from your device’s app store.

We encourage you to always use the latest version of Fortune Pay.

Latest versions contain the newest features and bug fixes. 


Find FortunePay Messenger in the Google Play Store, then tap Update. 


Find FortunePay Messenger in the Apple App Store, then tap UPDATE.

How to Cash-in using FortunePay?

On the homescreen, click the “cash-in” icon then select the preferred method/channel;

1. Online Banking

2. OTC Non-Banks

3. OTC Banks

4. E-Wallet/Mobile Payments

FEES and time of crediting may vary depending on the cash-in option selected.

I have experienced technical issues in transacting using FortunePay. Can you help?

For urgent transaction concerns, kindly send us a Facebook message @FortunePayPHOfficial and provide the following details below;

1. Full Name

2. FP Registered Mobile Number

3. Transaction Details (biller name, amount, transaction date)

4. Screenshot of Transaction Error

*Initial feedback will be provided within 24 hours

How to get my FortunePay account number?

Your account number is the mobile number that you used upon your registration using the Fortune Pay app.

How to Cash-out my Fortune Pay credits?

 On the homepage, click the “cash-out” icon, then select the preferred method or option;

1. Debit/Cash Card

2. Banks

3. Other Affiliated Outlets

4. Fortune Pay Outlets

*SERVICE FEES may vary depending on the cash out option

*CUT OFF TIME – Before 1PM (same day crediting until 6PM); After 1PM (next ‘banking day’ crediting) No cash out processing during weekends and holidays.

My Account has been locked. Can you help me?

To unlock your FortunePay account, kindly send us a message on our Facebook page @FortunePayPHOfficial and help us verify the following information:

*Full Name


*Date of Birth

*Registered Fortune Pay Mobile Number

*Last Transaction Made

And send you may also send us a copy of your valid ID and a selfie with your ID.

Your ID will be checked by our back office team and we’ll get back to you within 24 hours.