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Business FAQs - Help & Support

 

 

Bill-related Topics


Bill resending

This is a request to resend a bill for a specific billing period, when bill recipients have not received the bill or invoice.

To request bill resending, please provide the company name, account number/mobile number, billing period, reason for the request, corporate ID (if applicable for bill summary request), contact person, and contact number.

Allow 7 calendar days for processing.

Please send your request with the complete details to [email protected].

Bill explanation

This is a request for a detailed explanation regarding a specific bill or charge.

For a bill explanation, please provide the company name, the concerned mobile number, the concerned account number, the requestor's email address, contact number, and details of the concern.

The request will be processed within 7 calendar days.

Please send your request with the complete details to [email protected].

Official receipt request 

This is a request for an official receipt for a Globe bill payment made in the past, including payment details.

To make this request, please provide the customer/requesting party’s name, account name, financial ID/account number, payment channel, payment date, amount paid, proof of payment, payment breakdown, and recipient's email address.

For wire transfers and direct bank deposits, please ensure that the proof of payment and payment breakdown is uploaded to the Google Form at glbe.co/billpay to receive the official receipt for the recipient’s email address.

The request will be processed within 7 calendar days.

Please send your request with the complete details to [email protected].

Change of email address

This request is made to update the email address on file for billing or communication purposes.

To change the email address, provide the company name, customer name, mobile number./service ID, FAID/account number, and a filled-out Billing Instruction Form (BIF).  

BIF for Private.
BIF for Government

The request should be submitted at least 7 calendar days prior.

Please send your request with the complete details to [email protected].

Historical account statement request

This is a request for past statements of account for specified accounts or services.

For a historical statement of account (HSA) request, please provide the company name, the list of accounts (Corp ID, account number, or mobile number/circuit ID/service number), an attachment of the payment file (if available), and preferred HSA view.

Allow 7 calendar days for processing.

Please send your request with the complete details to [email protected].

Payment status inquiry

This is a request to Inquire about the status of a payment, including proof of payment and details.

To make the request, please submit the following details: company name, payment date, payment channel, amount paid, proof of payment, and payment breakdown.

For wire transfers and direct bank deposits, please ensure that the proof of payment and payment breakdown is uploaded to the Google Form at glbe.co/billpay for official receipt issuance and for the timely posting of your payments to your accounts.

Processing time is 7 calendar days.

Please send your request with the complete details to [email protected].

Bill summary request

This is a request for a summary of bills for a specified period or accounts when bill recipients have not received the bill summary.

To request a bill summary, please provide the approval from AR/AS, registered email recipient/billing address, company name, account number/mobile number, billing period, corporate ID (if managing), contact person, and contact number.

Allow 7 calendar days for processing.

Please send your request with the complete details to [email protected].

Transfer of payment

This is a request to transfer a payment from one account to another, including proof of payment and details.

For a transfer of payment request, please provide the customer/requestor Name, account name, payment transfer from financial ID/account number, payment transfer to financial ID/account number, the amount for payment transfer, the reason for the request, proof of payment, and payment breakdown.

Processing time is 7 calendar days.

Please send your request with the complete details to [email protected].

Transfer of balance

This is a request to transfer a balance from one account to another.

Please submit the following details for a transfer of balance request: customer/requester name, account name, balance transfer from financial ID/account number, balance transfer to financial ID/account number, and amount for balance transfer.

Allow 7 calendar days for processing.

Please send your request with the complete details to [email protected].

Bill dispute

This is a request to dispute or clarify specific usages or charges on a bill for a specified billing period.

To request this, you must provide your company name, account number, billing period in question, contact person, contact number, M360 registered email address (for M360 only), and details of the concern.

Allow 60 calendar days for processing.

Please send your request with the complete details to [email protected].

 

 

Account-related and Service Modification Topics


Change of SIM

The change of SIM can be requested for postpaid or prepaid accounts.

To request a change of SIM, you must provide your account number (for postpaid), mobile number,
contact person, contact number for SIM delivery, the reason for changing the SIM, and the new SIM serial number for activation.

Allow 24 hours for processing.

Please send your request with the complete details to [email protected].

Reconnection

After proof of payment is submitted, reconnection may be requested in both instances of system-initiated disconnection such as non-payment and customer-initiated disconnection to restore your mobile services.

To request reconnection for system-initiated disconnection, you should provide your account number, account name/company name, mobile number or landline number for reconnection, proof of payment (Ex.: Official receipt, deposit slip, GCash) 

To request reconnection for customer-initiated disconnection, you should provide your account number, mobile or landline number for reconnection, and payment of overdue balances, only if the concerned account is disconnected.

Allow 24 hours for processing.

Please send your request with the complete details to [email protected].

IDD/NDD Activation/Deactivation

This request is made to activate or deactivate international or national direct dialing services.

 

For this request, you must provide your account number, and mobile number or landline number for reconnection.

 

Allow 24 hours for processing.

 

Please send your request with the complete details to [email protected].

Whitelisting / Blacklisting

This request is made to whitelist or blacklist a device based on its IMEI (International Mobile Equipment Identity).

For this request, you must provide your account number, mobile number, handset IMEI to be blacklisted or whitelisted, and reason for blacklisting or whitelisting.

Allow 24 hours for processing.

Please send your request with the complete details to [email protected].

Handset Unlocking

This request is made to unlock a mobile phone for a specified account.


To make this request, you must provide your account number, mobile number, the handset brand and model, the handset IMEI, and the reason for unlocking.

Allow 24 hours for processing.

Please send your request with the complete details to [email protected].

Account Status Inquiry (Lock-up, Plan, Contract details)

You can make this request to inquire about the status, the plan, or the contract details of an account.

To make the request, you must provide your account number, the mobile number or landline number in question , and the details of the concern.

This will take 7 calendar days for processing.

Please send your request with the complete details to [email protected].

Change/Update of AR/AS/Assignee

You can request to change or update the authorized representative, assignee, or signatory for an account.

To request for the updating of the Authorized Signatory (AS), you must provide the signed account information sheet (AIS) form or email request from your company authorized signatory, the POID and proof of authority, full name, email, and mobile number of the new authorized signatory.

To request updating of the Authorized Representative (AR) or Assignee, you must provide the email request from your company Authorized Signatory (AS) or Representative (AR),
full name, email, and mobile number of the new AR/Assignee.

This will take 7 calendar days to process.

Please send your request with the complete details to [email protected].

Change Number

You can request to change the mobile number associated with an account.

To make the request, you must provide your account number, mobile number that should be changed, and the reason for the request.

This will take 7 calendar days to process.

Please send your request with the complete details to [email protected].

Spending Limit / Credit Limit

You can request to increase or decrease the spending or credit limit for an account.

To make the request, you must provide your account number, mobile number, or landline number in question, the preferred amount for spending or credit limit, a proof of income with higher gross sales if the current credit limit is insufficient (for increase requests), and the reason for the request.

This will take 7 calendar days to process.

Please send your request with the complete details to [email protected].

Change Plan

You can make this request if you want to change the plan associated with an account or service.
To make the request, you must provide your account number, mobile number or landline number for the change plan, the preferred new plan, and the reason for the request (e.g. upgrade or downgrade).

This will take 7 calendar days to process.

Please send your request with the complete details to [email protected].

Transfer of Location

You can make this request if you want to transfer the location of a broadband service or a core data service.

 

To make the request, you must provide your account number, landline number for transfer, complete address of the new location or site, contact person and number, and the preferred installation date and time.

 

This will take 7 calendar days to process.

 

Please send your request with the complete details to [email protected].

IP Address

You can make this request to obtain or update an IP address for a broadband service.

To make the request, you must provide your account number, the landline number in question, and the preferred type, number of IP, and the details of the concern.

This will take 7 calendar days to process.

Please send your request with the complete details to [email protected].

 

 

NOTE: Requests submitted through channels other than [email protected] may not be officially recognized and could experience delays in processing.