GlobeOne app

What is the GlobeOne app?

The GlobeOne is your new digital companion and the primary app to manage your accounts.


Please be informed that starting Dec. 12, 2022, old GlobeOne and Globe At Home apps will be unavailable so make sure to download the GlobeOne app.

I am an existing GlobeOne User. How do I log back into the app?

Kindly follow the steps below:


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I updated my GlobeOne app to the latest version, but I am missing my accounts. What can I do?

To retrieve your accounts in case this happens, you may follow the steps below:


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I am a new user, how can I register to the GlobeOne app?

First, you must download the GlobeOne app via App Store, Play store or Huawei App Gallery.


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I’m getting an error message telling me that my account is currently logged into another device or that something went wrong. What does this mean and what should I do?

You may encounter this if your app account is currently open and being used on another device. The app can't be used on multiple devices simultaneously to prevent fraud activities. This means you cannot proceed on shifting your login to a mobile number. You need to logout on the other device to continue or make sure it is inactive for more than 10 mins.

The app sent me an email to verify my email address during the process of shifting my account’s login to mobile number. However, when I clicked the “Verify your email” link, I got an error message telling me that the page is not available/working. What should I do?

This happens because you open the email through a desktop. Please use the mobile device you are currently using during the app login update as it will redirect you to the app once you tap the “Verify your email” link.

How do I add an account in GlobeOne?

Follow the steps in adding Globe account to your GlobeOne app


For Mobile Prepaid, Postpaid, and Globe At Home Broadband accounts:


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For Home Prepaid WiFi account: 


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After clicking your modem type, the app will detect your Home Prepaid WiFi modem and register it automatically. If you previously changed/updated your Home Prepaid WiFi username and password, you will need to re-enter it again.


Note that there are few modems that may require one-time PIN verification.This means that after selecting the modem, one-time PIN will be sent to the Home Prepaid WiFi modem SIM. Don’t worry, the app will guide you on how to access the Home Prepaid WiFi modem’s SIM which can be done within the app.

Help! I forgot my PIN, what can I do?

On the page where you need to enter your 6-digit PIN, tap “Forget PIN?”. You will then receive OTP to verify your mobile number and then proceed to nominate a new PIN.

What's the latest feature available in the GlobeOne app?

The following updates will be included:

  • Inclusion of Disney+ Basic Promo as freebie for Globe At Home Broadband (for selected Plan only).

What are the current features of the GlobeOne app?

Easily manage your account with all these current features:


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Note:

  • Requirements to be able to proceed for Postpaid Mobile Buy Add-ons:
    • Not temporary disconnected
    • Have enough credit limit and spending to avail.
    • No pending order/ticket.
  • Requirements to be able to proceed for Globe At Home Postpaid Buy Volume/Data Boost:
    • Did not exceed the maximum stack limit of 40 volume boost
    • Have enough credit limit to avail.
    • No pending order.
  • Available Payment Methods (depending on the type of Promo/Add-ons/Volume/Data Boost):
    • Charge to Load
    • Credit Card/Debit Card
    • GCash

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Note:

  • View Data, Content, Call, Text Usage Status - The app will show the date and time of the data utilization. For a more accurate view of your data allocation, pull down to refresh your dashboard or check back 30 minutes after your last usage.
  • View Postpaid Account Status - It includes the following information:
    • Overdue bill (know if you’re past due already)
    • Bill due date
    • Active, inactive, or disconnected
  • View Plan Details - It includes the following information:
    • Plan information
    • MSF
    • Cutoff Date
    • Contract End Date
    • Spending Limit
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Note:

  • Auto- reconnection will be processed for full payment. You can follow up reconnection if auto-reconnection is not yet complete after 24 hrs via HELP section of the app
  • There is no capability yet in the GlobeOne app to change Plan / customer details. You need to tap HELP then Make account changes to have your details updated in our system


Make sure to use the GlobeOne app to know the additional functionalities that are currently being built and soon will be readily available. For any assistance about account requests and other concerns, you may tap the HELP button at the bottom part of the dashboard in the app

How do I register my SIM Card using the GlobeOne app?

STEP 1: Open the app and tap “Register your SIM” in the home screen.


STEP 2: Select or type in a Globe Prepaid, TM or Home Prepaid WiFi account
mobile number you want to register

  • If the mobile number is not yet registered, you’ll be asked to choose which number will be registered. 
  • The mobile number is grayed out and unselected if SIM has been registered already
  • For profiles that only includes Postpaid number, it will show you have no Prepaid
    enrolled accounts

STEP 3: If you don’t have a Globe Prepaid, TM or Home Prepaid WiFi account enrolled in
the GlobeOne app and not yet SIM registered:


  • The app will inform you that there is no account available to register. You need to
    enter a new mobile number.
  • For HPW, the app will inform you that you need to enroll the account first before you can proceed with SIM Card Registration. Tap “Enroll account to GlobeOne”. It will redirect you to account enrollment. Complete the standard account enrollment process.
  • For Globe Prepaid and TM, the app will inform you that your account will be automatically enrolled to the app once the SIM Card Registration is complete.




Home Prepaid WiFi Account Enrollment:

  • Select Broadband and enter Home Prepaid WiFi number.
  • Select Home Prepaid WiFi modem.
  • Enter admin and password.
  • Tap “Next”.
  • Add a nickname.
  • Tap “Proceed”.
  • You can startthe registration of your SIM. Tap “Register your SIM now”. An option will
    be given if you want to add it later. Just tap “Do this later” and it will
    go back to the homepage  


STEP 4: Proceed with SIM Card registration. Fill out the form and upload needed documents/photo.


STEP 5:  For Globe Prepaid and TM:

  • You’ll receive a prompt that you need to verify your mobile number.
  • One-time PIN will be sent to the mobile number.
  • Enter the one-time PIN to verify.

STEP 6: You'll be informed that some details from the GlobeOne app profile can be gathered and will be used in the SIM registration. Tap “Yes” to allow usage of the details or “No”.

In case you’re already enrolled in GlobeOne, details are pre-filled with available data 


STEP 7: Fill out the details.


STEP 8: Upload a valid ID.  Select the ID Type, enter ID number then tap “Upload
or take a photo”. Make sure that their chosen ID is not blurred or cropped.

For those users under a business account, you need to upload, valid ID, selfie, certificate of registration, a duly-adopted resolution designating the Authorized representative, and a special power of attorney / LOA.


For foreigners, upload a photo of proof of address then enter in Type of registrant either of the following:

  • Foreigner - Tourist
  • Foreigner - Working Resident
  • Foreigner - Student Resident
  • Foreigner - Resident


You may click here to check other required documents for Authorized
Representatives and Foreigners


STEP 9: Allow apps to access the photos to proceed on uploading.


STEP 10: Upload a selfie and then tap “Next” to proceed.  For taking a photo, resolution should be within 4MB


STEP 11: Kindly review the terms and conditions. You can select “English” or “Taglish”.


STEP 12: Tick the box to accept the agreement and tap “Submit”.


STEP 13: For Home Prepaid WiFi customers:

  • You’ll receive a prompt that you need to verify your contact number.
  • One-time PIN will be sent to the contact number you provided.
  • Enter the one-time PIN to verify.


STEP 14: App will inform you that the registration is complete and it will show the reference number. You can copy the reference number by tapping the copy icon and save it for future reference. Please note that no text confirmation will be given if registration is done via GlobeOne.


STEP 15:  To know if a SIM Card is successfully registered, you may go back to the main app dashboard. It will display “Registered” beside the mobile number. 


STEP 16: If you need to register another number, you can tap “Register another number”



How do I use the SIM Registration for Globe Business Bulk Registration Tool?

To know more information about SIM Card registration for Globe Business Bulk Registration Tool, click here.

What phone version should I use for iOS/Android?

You can use iOS 14.0 and above and 5.0 and above for Android. For Huawei users, you can download the app in App Gallery with no minimum version requirements.

Can I use the GlobeOne for free, without data charges?

You can use the GlobeOne app for free without data charges for the majority of activities like account registration, view data usage, view bills etc. However, you still need to connect to a network. For purchases and payment, data charges may apply but we assure you that the app uses minimum data only. We will soon notify you once you can use the app for free.

I tried logging in but got a server error. What should I do?

You can perform any of the following app troubleshooting:

  • Check if there is a strong network connection.
  • Check if the app is updated.
  • Delete the app, clear the cache by going to Setting > App Management> GlobeOne > Data Usage > Clear Cache (for Android phones only), and download the app again, kindly wait for 10 mins before trying to login again.  
  • Wait for 10 mins and then try again.

Can I redeem my Globe At Home content freebies in GlobeOne?

You can use the GlobeOne app to redeem your free vouchers if your new Globe At Home account or upgraded Globe At Home account line is activated on Oct 6, 2022 and onwards. You may also check the View Vouchers section to view your voucher codes.

Where can I check/edit my plan details?

Go to the main page of your account details then tap "View Details". It will show your plan details, personal information, and address. If you wish to change any details, kindly message us at m.me/globeph or tap the HELP icon and we'll be glad to assist you with your request.

I saw Pay with points in the app, what payment transactions can I do with this?

You can use this to pay using your points as cash in our partner merchants. To know the list of partners click here.

How many Globe accounts can I register in one GlobeOne app app account?

You can register up to 10 Globe accounts in one GlobeOne app.For those who are able to add more than 10 accounts prior to the latest July app update, the registered numbers are still visible on the app and will not be deleted. However users cannot anymore add unless they delete one account from the list.


In case you’re adding a Globe account but keep on receiving, “We’re sorry about that” or “oops, something went wrong”. You can simply tap the “Go Back” button and retry. If it still doesn’t work, you may exit the app then try again.

Can I already use the GlobeOne app to pay Globe account or other bills?

Absolutely! You can view your bills payment details in the app as well as pay using our online payment channels (GCash/ Credit Card/Debit Card).


 The following are readily available:

  • Current bill amount.
  • Advance amount paid (if any).
  • Bill due date.
  • Notification if your bill is overdue, will be due soon, already paid, or the account is disconnected.
  • Mobile Postpaid Bills payment details (Official Receipt) and statements can be viewed up to the last 24 months ( For beyond 24 months, you may use the GlobeOne app or send us a message at  m.me/globeph) This will feature will soon be available to Globe At Home customers

Note:

  1. Temporary disconnection status due to lost SIM/out of the country for Globe Postpaid or Transfer of location for Globe At Home will be included soon.
  2. For Bills payment, once you have completely paid your bill, you can no longer see the current bill statement. For Postpaid Mobile however, you can still view the bills payment (Official Receipt) and bills statement in the history page. For Globe At Home, you can view your previous bill using the old GlobeOne app until it is decommissioned.
  3. For billing concerns, under the history page of the bill statement/payment tab, a "Ask for help" button is readily available. Tap the button and you’ll be redirected to the Globe messenger who will assist you with your concern.


For other bills, we added cashless transactions to provide a more convenient and easy way to pay. You just go to the billers page by tapping the “More” icon and the “Pay other billers”.  On the billers page, tap “View All”. The app will show all non-Globe billers available. Currently, you can only use GCash as a payment method.


In case you need assistance, go to MORE section found on the bottom part of the main GlobeOne app dashboard then tap the HELP icon. You will be directed to Facebook Messenger where we can help you.

Can I download a copy of the Official Receipt from the previous paid bill?

As of today, Globe Postpaid, Platinum, Globe Business, Postpaid MyFi customers can download OR. For more than 24 months OR copy requests for Globe At Home, Globe Business Broadband, you can use the GlobeOne app then tap HELP icon or send a request at m.me/globeph


Note that your first download of your OR serves as your original receipt. For succeeding monthly billing statements, ORs will be considered as a reprint copy. The app will notify the user that the copy is a reprinted OR.

In case I'm having trouble with my app connections/transactions and accidentally close the page while paying, whom can I coordinate to ask for assistance?

If you accidentally closed the page while the payment was being processed, the transaction will most likely push through. Kindly check your GCash or bank account if no deduction was made. If none, you may try again.


You may coordinate with others channels of Globe at m.me/globeph . For your payment issues, please contact GCash/bank support hotline to assist you.

Why can't I access the GlobeOne app?

Make sure you have a stable internet connection when using the app. 

What should I do if I encounter an error when registering my Home Prepaid WiFi account?

You can still register your Home Prepaid WiFi account manually through a one-time PIN by tapping "Try adding account manually" in the error notification page. Retrieve your one-time PIN through the Home Prepaid WiFi Dashboard menu. Check your Inbox and use the one-time PIN sent to register your account. You can access the Home Prepaid WiFi inbox by tapping “Go to my Modem Inbox”.

What do I do if I'm receiving error messages and can't receive the one-time PIN?

Don’t worry, just click on ‘Send me a New Code’ or “Resend Code”. Please make sure not to share your one-time PIN to anybody.

If you tried to log in but got the following error messages:


Incorrect code
Kindly make sure to enter the correct PIN.


You’ve reached the maximum tries.
Maximum of 5 tries can be done to re-enter PIN. If you reach the maximum tries, request a new PIN.


You’ve reached the maximum limit for one-time PIN requests
Maximum of 3 resend requests can be made. If you reach the maximum request, you can try again after 24 hrs.


Server error:
Uninstall then install the latest version of the app.


If it’s continuously loading upon using the app. You may uninstall the app and install the latest version. Also, make sure to clear the cache prior to re-opening the app.

I'm a Home Prepaid WiFi user and unable to activate my free 10GB in the GlobeOne app. What should I do?

Make sure that your Home Prepaid WiFi SIM is inserted in the modem and your device is connected to its WiFi. The 10GB freebie will be automatically sent to your account once you access any browser or use the internet connection. A text notification will be sent once you receive the freebie.

Why is nothing happening when I click on the "Buy Load" button?

Please check your internet connection, and access the GlobeOne app again. You may ‘Buy Load’ within the GlobeOne app by clicking on the ‘Buy Load’ button in the Dashboard. If nothing happens after clicking the 'Buy Load’ button in the Dashboard, re-open the app. Please note that as of the moment, the available payment options are GCash and Credit/Debit card.

What should I do if I tried to pay with a credit/debit card but got the following error messages: "It wasn't processed/Please contact your issuing bank."?

Please make sure that you have enough credit limit or account balance before making a payment. Contact your issuing bank if the issue persists.

Can I delete an account I registered via the app?

Yes. To remove or delete an account, tap “Profile” and “Account management”. Select the account you want to delete and swipe left to reveal the trash icon. Tap the trash icon to proceed.

I can’t register using my email address/my account was disabled for using an unprotected email address?

A security enhancement was implemented to recognize unprotected email addresses. It's possible that the email you're trying to use is from a temporary site or it's an unprotected email address which means that it's prone to fraudulent activities. We recommend you to use valid and protected email addresses like gmail.com and yahoo.com.

I received a notice from the app that my account is currently active from another device. What does this mean?

The app can't be used on multiple devices simultaneously to prevent fraud activities. You need to logout on the other device to continue or make sure it is inactive for more than 10 mins.

I can’t proceed shifting my account’s login to mobile number as I’m getting an error message “my account is currently logged into another device or that something went wrong”. What should I do?

This happens when you’re using the app simultaneously and is currently active or being used on multiple devices. You need to logout on the other device to continue or make sure the app is inactive for more than 10 mins.

When I clicked the “Verify your email” link, I got an error message telling me that the page is not available/working. What should I do?

The verify link can’t be accessed using a desktop/laptop. Kindly use a mobile device when verifying your email. 

It seems that I lost my points with your new login experience?

We can assure you that your Rewards points are not lost. You just need to nominate a mobile number then add your accounts. All the existing information plus your Rewards points are retained and will be viewable again. If the issue persists, try troubleshooting the app. 

  • Check if there is a strong network connection.
  • Check if the app is updated.
  • Delete the app, clear the cache by going to Settings > App Management> GlobeOne > Data Usage > Clear Cache (for Android phones only), and download the app again, kindly wait for 10 mins before trying to login again. 
  • Wait for 10 mins then try again.

As a Retailer partner, how can I buy load?

How to Buy Retailer Load:

  1. Go to the Buy Load section that can be seen in the main GlobeOne app dashboard.
  2. Tap “Retail”. Make sure you do this instead of “Personal”.
    • If your account is not a retailer sim, the app will inform you that the “Retailer” section is for retailer accounts only.
    • Tap “Select a Retailer Account” to open account selection and select retailer account.
  3. Enter or choose load denomination and then tap “Buy Load”.
  4. Choose a Payment Method (GCash or Credit Card/Debit Card)
  5. You will go through the standard payment  process depending on the payment method selected.
  6. Once successful, the app will inform you through a confirmation page..
  7. Tap the Done button to end the transaction.
  8. For GCash payments, a text message will be sent to confirm deduction from the GCash account.

I purchased a load but It did not reflect in my account. What should I do?

If the load availed is not reflecting in the account load balance, try to do the following:

  1. Check if the load was successfully availed. You can do this by:
    • Checking if GCash or Credit
    • Card/Debit Card were deducted.
    • Checking through *143 and do load balance inquiry.
  2. Ensure that you have a good internet connection so that the app is getting updated information.
  3. Try to refresh the app by pulling the screen down. This will reload the page.
  4. Check if the app is updated. Go to the Play Store, App Store, or AppGallery and update your app.

If issues still persist, go to Help Page at m.me/globeph and tap “Load, promos, and rewards concerns”. This will direct you to Globe Messenger where Globe can assist you on your concern.

Where can I raise a concern or report?

For any assistance about account requests and other concerns, customers may tap the HELP button at the bottom part of the dashboard in the app. You will then be directed to the Help section where you can do the following:

  • Submit bill inquiry

  • Reconnect my line

  • Report connection issues

  • Make account changes

  • Load,promos and rewards concerns

  • Others

To know our other channels, you may visit Contact Us page.

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