How can we help you?

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Frequently Asked Questions

Top Questions

To follow on list and details

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Getting Started

How to create a Starpay account?

Creating a Starpay account is as easy as 1-2-3! 

  1. Download the app from your App Store
    • Google Play Store
    • Apple App Store
    • Huawei App Gallery
  2. Open and select Register
  3. Fill out the details and there go!

UPGRADE ACCOUNT

How do I upgrade my account to Level 2?

On your first log in, you’ll be asked to do a user level upgrade to apply to become Level 2. You can also find this in the sidebar menu.

When applying for Level 2, you’ll need to prepare the fo…

How will I know my account is verified?

Starpay will send a text message once your account is already approved for level 2

Why can’t I get verified?

Main common reason why the application is rejected its because the incorrect upload of the actual selfie may be cropped or no actual selfie at all, and invalid id’s uploaded, possible cropped, expired or old format.

Why is my application for account upgrade being rejected?

Main common reason why the application is rejected its because the incorrect upload of the actual selfie may be cropped or no actual selfie at all, and invalid id’s uploaded, possibly cropped, expired or old format.

What kind of IDs are allowed for account verification?

ACCEPTABLE AND VALID IDs:
EFFECTIVE MAY 28, 2020
•Driver’s License
•OFW ID
•Passport
•Postal ID
•PRC ID
•Senior Citizen ID
•UMID ID
Only if signed and laminated:
•TIN Card
•Voter’s ID

ADDITIONAL ACCEPTABLE AND VALID IDs:
•AFP ID
•Barangay certification/Barangay ID
•Department of Social Welfare and Development (DSWD) Certification/4Ps ID
•Government Service and Insurance System (GSIS) e-Card
•National Bureau of Investigation (NBI) clearance
•Overseas Workers Welfare Administration (OWWA) ID
•Pag-IBIG ID
•PhilHealth card
•Police clearance
•PWD ID
•Seaman’s Book

PIN

I forgot my PIN, what do I do?

You can contact Starpay customer service hotline to reset your pin in order for you to create or registered new pin.

How can I change my PIN?

By calling Starpay Hotline for them to reset the pin , in order for you to change pin or you can go to settings then change pin

ACCOUNT MANAGEMENT

Where can I see my transaction history?

You can see the transaction history on the menu top right corner that says Transaction history.

What are my wallet transaction limits?

For level 2 you have a maximum of 100,000 thousand that you can cash in on your starpay wallet.

How can I recover my account?

You can contact starpay’s customer service to provide details for verification, and they will reset the account including password and pin for you to access your account.

How can I delete my account?

No you cant delete your account on Starpay, you can just delete the app and don’t access it anymore.

Can I replace my email address?

Yes, by emailing us your request @ help@starpay.com.ph and provide valid id and selfie for verification and give the reason for changing email address

CASH IN

What if I didn’t receive money after I cashed in?

What if I didn’t receive money after I cash in? Cash in from bank usually take 2 to 3 working days, with other outlets once you confirm your payment it will automatically credit on your starpay wallet.

What do I do if I entered the wrong number when cashing in?

Cash In via Instapay
Cash In via Instapay- Contact starpay customer service Request for refund if the end of transaction is invalid, if it is valid you can contact the cash in partner like banks and dragonpay.

Cash In via Over-The-Counter
The-Counter- Contact starpay customer service Request for refund if the end of transaction is invalid, if it is valid you can contact the cash in 711 or dragonpay.

CASH OUT

How does cardless withdrawal via ChinaBank work?

Upon processing thru app china bank is cardless withdrawal , one you process it via china bank they will send you a reference number and pin for withdrawal maximum is 4k per day and validity of the pin and reference number is only 99 hours or 4 days, less 15 pesos for service charge.

How do I cash out via over-the-counter?

You can only cash out via M Lhuillier 50 service charge or via cardless withdrawal via china bank less 15 for service charge

PRODUCT AND SERVICES

How do I buy load?

Starpay app offers electronic loads, regulars load and promos just click buy load and will appear various choices.

How do I send money to another Starpay account?

Just click send money and type the mobile number of the other starpay account with no charges fee.

How do I transfer money to another bank account?

How do I transfer money to another bank account? Just click send money and choose 3rd part partners like banks, M Lhuillier with corresponding service charge.