Direct answer
If you suspect a Maya (formerly PayMaya) scam or transaction problem in the Philippines, open the Maya app yourself and check the transaction. For urgent fraud, an unauthorized transaction, or a lost phone, call Maya on +632 8845 7788 (toll-free 1800 1084 57788, or *788 free on Smart), or use the app. Maya publishes hotline hours of 8 a.m. to 7 p.m. daily and says you may call after hours for emergency assistance, such as a phone that has been lost or stolen. For a routine problem, use Profile → Get help → Chat with us, select the issue, and choose Raise a ticket or Chat with an agent. Keep the ticket number, original transaction record and messages. If Maya’s response is unsatisfactory after you have used its complaint channel, escalate the financial-service complaint through the BSP Consumer Assistance Mechanism. A report starts an investigation; it does not guarantee a refund. Maya contact instructions
First protect, then document: If a card is missing, Maya instructs users to open Cards → select the card → Block this card before contacting support; card replacement, card charges and ATM problems are covered in the Maya Card guide. If an account may be compromised, call the official urgent line and ask about securing access. Preserve receipts, reference IDs and the suspicious message; never send your password, OTP, PIN, full card number or CVV to anyone claiming to be support. Maya contact and security instructions
Start here: a 30-second Maya problem check
- Money moved without you or your phone/card is lost: Call the number on Maya’s official Contact Us page immediately. Block a missing card in the app if you can access it. Request a case number.
- You sent money because someone deceived you: Tell Maya you authorized the transfer but were tricked, and give the payment reference, recipient and conversation. Report suspected criminal conduct to PNP or NBI. Do not describe the transfer as an unauthorized account takeover if you initiated it.
- A transfer failed or a recipient says funds never arrived: Check your own activity record in the app and the recipient’s actual balance before paying again. Maya also publishes a service-status page in its Help Centre, though it returned a loading error rather than a status when Cybercode checked it on 28 September 2026 — so do not treat a blank page there as proof that nothing is wrong. Open an issue-specific support ticket if the record and balances still do not match. A channel can also be unavailable for regulatory rather than technical reasons, as with the BSP restriction on Coins.ph cash-in, so check the provider’s official notices before retrying a transfer.
- A message claims to be Maya: Leave the message and open the app or type
maya.phyourself. A branded sender name, logo or realistic-looking URL does not establish authenticity. Maya warns against links in texts or chats, even when the message appears to come from Maya. Maya support guidance · Maya scam warning
Message you can forward: “Check Maya from the app, not the link in the text. If money is missing, call the official hotline now and save your transaction reference. If you sent it after being tricked, say so; if someone used your account without permission, report that instead. Never give anyone your OTP, password, PIN or CVV.”
Download the Maya reporting flow
Save or share this quick visual guide. Use the linked official instructions in this article for the full steps and current contact details.
Which Maya issue should you report?
| What happened | Check first | Best route | What to ask for |
|---|---|---|---|
| A fake seller, investment offer or impersonator induced a transfer | Receipt, recipient account or username, chat and listing | Maya’s app help or urgent hotline; separately report suspected crime to PNP or NBI | Fraud case number, investigation, available steps to trace or preserve funds and a written outcome |
| Wallet or bank money moved without your authorization | Activity, linked cards, recent account changes | Urgent official hotline and app support | Secure the account, investigate the transaction and explain the dispute decision |
| Maya Card is lost or an unfamiliar card payment appears | Card activity and whether card is still in your possession | Cards → select card → Block this card, then follow the Maya Card guide | Card block confirmation and case number; card disputes are covered in the card guide |
| Transfer or cash-in is delayed, failed or missing | Service Status, sender receipt and recipient balance | Profile → Get help, choose the matching issue and raise a ticket | Status trace, expected next update and responsible institution |
| You typed the wrong bank account or Maya username | Payment confirmation and exact destination | Contact Maya support quickly with the reference | Whether recovery assistance is possible; do not assume an automatic reversal |
| A text or caller demands a link, OTP, PIN or CVV | Verify the claim inside the independently opened app | Do not use the message link or number; contact Maya directly if credentials were exposed | Account protection and review for suspicious activity |
Maya Wallet and Maya Bank services are presented in one app, but the product involved matters. Tell support whether the issue concerns a wallet transfer, Maya Savings, a card, credit, or an external bank or merchant. Maya Philippines, Inc. and Maya Bank, Inc. are both BSP regulated; their official Maya and Maya Bank contact pages route customers to support. Maya Center agent or business issues have different contact details and should not be confused with a personal Maya app complaint. Official contact pages
How can you verify a suspicious Maya text, call or page?
Open a channel you reached independently. Close the message, launch the installed Maya app, and check your activity or support messages. Maya warns that text hijacking can make a message appear under a trusted sender name and that visually similar domains can deceive readers. It tells users not to open links in messages that appear to come from Maya. Its contact page says representatives do not need your password, OTP, full card number or CVV. Maya scam patrol · Maya contact page
If you only received a suspicious message, keep the full message or screenshot, avoid its link, and use the app to verify the claim. If you entered credentials or approved a request, contact Maya urgently from an independently verified channel, change credentials through the legitimate app when safe, check card and account activity, and secure any linked email or mobile account. Preserve the original message and URL for a report; do not publish account details on social media. A phone number copied from a suspicious message may connect you to the scammer.
What is the official way to contact Maya and get a real answer?
- Check service status for a routine delay or outage using the link from Maya Contact Us. Do this only when no urgent fraud or account takeover is underway.
- Use in-app help: Log in → Profile → Get help → Chat with us. Choose the topic. Maya’s instructions say to tap No when asked if the help article solved the issue, then choose Raise a ticket or Chat with an agent. Maya directs users to the Help Center for 24/7 assistance. Maya Contact Us
- For urgent fraud, lost phone or unauthorized activity, call the official Maya app hotline +632 8845 7788, 1800 1084 57788 (domestic toll-free as listed by Maya), or *788 from Smart. Maya lists normal hotline hours as 8 a.m.–7 p.m. daily and says emergencies can be reported after hours. Verify these numbers again at maya.ph/contact-us before calling. The separate Maya Center numbers on that page are for different concerns.
- Get a reference and specific response. Ask Maya to confirm the transaction status, whether access or a card has been blocked, what evidence is needed, and when and how you will receive a written update. Maya says Help Center tickets can receive an email response within two working days; this is a support response expectation, not a guaranteed investigation or refund deadline. Maya Contact Us
What Maya support should never need from you: Your password, OTP, full card number or CVV. Do not pay a “release fee” to an individual wallet to get a refund. Maya’s published warning
What should you do after a Maya transfer, card or account incident?
You sent money to a scammer
Save the full conversation, listing, profile URL, destination and receipt before blocking the scammer. Contact Maya immediately and accurately describe the deception, transaction time and reference. Ask Maya to investigate whether anything can be done to preserve or trace the funds, then keep its case number. Report the suspected crime to PNP or NBI. The financial-institution complaint and a criminal complaint serve different purposes; a police report alone does not force Maya to reverse a completed transfer. BSP scam-reporting guidance
Someone used your account or card without permission
Contact Maya’s emergency support promptly. If your Maya Card is missing, block it in Cards before or while contacting support. Document each transaction you dispute, when you first noticed it, any unexpected login or OTP alert, and the steps you took to secure the account. Ask whether your case concerns a wallet, bank or card transaction so it reaches the right team. Do not wait for a routine ticket reply while additional unauthorized activity may be occurring. Maya Contact Us For a disputed Maya Card charge or ATM problem, continue with the Maya Card guide; for the rules that apply to any unauthorized e-wallet debit, see unauthorized e-wallet transactions.
Your transfer was delayed or went to the wrong destination
Check the transaction record, Service Status, recipient balance and destination details. If a recipient has not received the payment, provide the reference and both institutions to Maya’s app help. If you entered the wrong account or username, tell support that directly and request assistance promptly. Whether a transfer can be recovered depends on the payment route, receiving institution and transaction status; no general automatic-refund promise was verified. Maya Contact Us
What evidence should you save before filing a ticket?
- A chronological account of the transaction and when you discovered the problem.
- Full receipt or transaction history with date, amount and reference ID.
- Recipient account or username exactly as displayed, or the merchant’s name.
- Complete scam message, sender profile, listing and URL with surrounding context.
- Card-block or account-security confirmation where relevant.
- Every Maya case number, email and response, plus any receiving-bank case number.
Send supporting material through the official support process. Maya itself asks users to prepare screenshots, previous support communications, receipts and reference IDs. Omit or mask unrelated personal details; never include a password, OTP, PIN or CVV. Maya Contact Us
Copyable ticket for a scam payment: “On [date and time], I sent ₱[amount] from my Maya [wallet/bank product] to [recipient shown in the receipt], reference [ID]. I initiated the transfer after [the false claim]. I discovered the deception at [time]. Please register a fraud complaint, tell me what investigation or fund-preservation steps are available, and provide a case number and written update. I have attached the receipt and relevant messages.”
Copyable ticket for an unauthorized transfer: “On [date and time], I saw a ₱[amount] transaction, reference [ID], that I did not make or authorize. I first noticed it at [time] and contacted support at [time]. Please secure my account, investigate the transaction and tell me the dispute steps, evidence needed and case number.” Adapt these examples to your facts. Never claim a payment was unauthorized if you sent it yourself after being deceived.
When can you escalate an unresolved Maya complaint to BSP?
Use Maya’s own formal support or complaints route first and retain the ticket, response and follow-up. If you are dissatisfied with the institution’s action or response, BSP-CAM is a second-level route for a consumer complaint concerning a BSP-supervised institution. Use the BSP Online Buddy (BOB) through the BSP website and keep its reference number. BSP’s published alternative when BOB is unavailable is a complaint form emailed to consumeraffairs@bsp.gov.ph with proof that you first used the institution’s complaints mechanism. BSP-CAM facilitates recourse; it is not an automatic payment reversal. Scam or fraud warrants a separate criminal report, because only law enforcement can open a criminal investigation: BSP’s own complaint guide lists the CICC (hotline 1326, report@cicc.gov.ph), the PNP Anti-Cybercrime Group (acg@pnp.gov.ph) and the NBI Cybercrime Division (ccd@nbi.gov.ph). BSP’s complaint procedure · How BSP complaints work
Your escalation should say which Maya product is involved, when the event happened, the support reference, Maya’s response, and the specific unresolved issue. Keep sensitive credentials out of submissions.
Frequently asked questions
Is PayMaya a different app from Maya?
Maya is the current consumer app brand used by existing PayMaya users. Maya’s own contact page instructs existing PayMaya users to update their app to Maya. Use current Maya support channels rather than an old PayMaya number found in a social-media post. Maya Contact Us
Can Maya reverse a transfer I sent to a scammer?
Do not assume it can. Report it immediately, supply the transaction reference and ask Maya what assistance is available for that transfer. The status of funds, destination and investigation can affect the outcome. Keep a separate criminal-complaint record if a scam is suspected.
What if an official-looking Maya text has a link?
Do not open it to verify the message. Maya warns that scammers imitate sender names and visually similar web addresses. Open the installed app or manually visit Maya’s official site. Never give a caller or page your OTP, password, PIN or CVV. Maya scam warning · Maya Contact Us
Which number do I call for Maya app issues?
Maya lists +632 8845 7788, 1800 1084 57788, and *788 for Smart users on its contact page. It lists separate numbers for Maya Center concerns. Recheck the official page at the time of the incident because support details can change.
What if Maya has not resolved my complaint?
Follow up with the same case number and seek a clear written response. If Maya’s response or action remains unsatisfactory, submit the case history to BSP-CAM. For suspected crime, file with law enforcement separately.
Related CyberCode guides
- GCash scam, phishing and support guide — use this instead if the affected account is GCash.
- Online scam complaint procedure in the Philippines — the broader institution, regulator and criminal routes.
- Online scam evidence checklist — what to preserve before messages disappear.
- Clicked a phishing link — immediate containment if you entered information.
Sources
- Maya, Contact Us (app hotline +632 8845 7788, toll-free 1800 1084 57788, *788 for Smart; hours 8 a.m.–7 p.m. daily with after-hours emergency calls; Help Center route; 2-working-day email response; card-block steps).
- Maya Bank, Contact Us.
- Maya, Scam Patrol warning (text hijacking and look-alike domains).
- Bangko Sentral ng Pilipinas, How to File a Complaint against a BSP-Supervised Institution (BSP-CAM, BOB, consumeraffairs@bsp.gov.ph, and PNP, NBI and CICC contacts).
This is independent Philippine consumer guidance, not Maya support or a guarantee of recovery. Menu labels, hotlines and processing times may change. Verify the current route using Maya’s official site or app.
Related: the cross-provider e-wallet dispute route, including the complaint deadlines and the temporary hold on disputed funds.
Sources rechecked as of: October 1, 2026