GlobeOne App Troubleshooting FAQs

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

For device compatibility:

• iOS: Requires version 14.0 and above
• Android: Requires version 5.0 and above
• Huawei: Available on AppGallery with no minimum version requirement

Try the following steps to resolve the issue:

1. Check the Play Store, App Store, or AppGallery for any available updates.
2. Use a valid mobile number where you can receive the OTP. Remember, Home Prepaid WiFi and MyFi numbers are not accepted for login.
3. Swipe down the screen to reload the page.
4. If the issue persists, close and reopen the app or try again later.

To view your latest bill:

1. Tap your Account Card (where your balance, mobile number, and usage are displayed).
2. Go to “My Transactions” and select “Bill Statements”.
3. Tap “View PDF Bill” to access your bill.

Try removing and re-adding your account in the GlobeOne app to refresh your account details.

To remove and add your account, follow these steps:

To remove your account:

1. Tap your Account Card.
2. Select the Settings icon (⚙) in the upper-right corner.
3. Press “Remove this account” to proceed.

Here are some things you can do:

• Check your network signal: Ensure you have a strong cellular signal to receive the OTP.
• Request again for an OTP: Tap “Resend” and wait for the message.
• Try again later: If you still don't receive the OTP, wait 24 hours before attempting again.

For Globe At Home customers:

• Ensure your mobile number or email linked to your account is updated.
• If you need to update your details, visit Facebook Messenger and select “Make Account Changes”.

Sample screenshots

You can easily access HELP on the top-right section of the GlobeOne app.

Tap “Help” in the app to get assistance with the following:

• Bill inquiries
• Reconnection requests
• Reporting connection issues
• Making account changes
• Load, promos, and rewards concerns

For Globe At Home customers, you can also troubleshoot, run diagnostics, and request a technician visit via the app. To know how, click here.

If you need further assistance, tap "Get Help" after selecting the HELP icon. You’ll be redirected to our official Facebook Messenger for support.

Make sure you have a stable internet connection and keep your app updated to fix bugs and improve its performance.

You can update it through the Play Store, App Store, or AppGallery.

To reset your PIN:

1. On the PIN entry page, tap “Forgot PIN?”
2. You will receive an OTP to verify your mobile number.
3. Enter the OTP and set your new PIN.

If you're unable to register automatically, you can register manually using a one-time PIN (OTP):

1. On the error notification page, tap "Try adding account manually".
2. Retrieve your OTP through the Home Prepaid WiFi Dashboard:
   • Open the Dashboard Menu.
   • Check your Inbox for the OTP message.
3. Enter the OTP to complete the registration.

You can also access your Home Prepaid WiFi inbox by tapping “Go to my Modem Inbox”.