Coins.ph Customer Service

[Klausi]

Just wondering if there are any guys out there who recently encountered a problem on contacting their customer supports? A day ago I've cashed out just to use it personally. Knowing that the code (I use the cardless ATM option) usually arrives in mere minutes, I immediately drove to the nearest ATM in our area, but lo and behold. I stood there for a good 20 minutes but no code. Tried to resend a new code but still nothing comes in on my phone; no text, no anything, so I decided to call their hotline but no one answers.

Tried to chat them in the app but nothing.

Posted in their FB page (I created an fb account just for that) and still no response.

After standing and waiting there for an hour, finally the code arrived, and their customer support came back to me after I informed them that the problem is fixed.

For a service like them, having a live chat would be necessary, and someone should answer the damn hotline if someone is calling.


Just my two cents and a not so good experience. They've always been A+ for me but apparently their customer support team right now is pretty sloppy. Has anyone experienced the same issue lately?

I've encountered the same issue very often before but it was already 10 months ago, and so far I never encountered that in the present again I always got the 16 digit code as well as the 4 digit passcode in just a few minutes which is less than the estimated time . Their supports might not be giving a response immediately but once they noticed your message to them that you are having a problem with some of their services they will solved It as soon as possible . But it is indeed that their chat support should always be active as many of their users seem to be always complaining on that issue as well .

Same with me here, I was satisfied with their prompt service and compared with other wallet sites their chat support is actively focused with their customer's welfare. Those issued encountered and mentioned I guess that's normally a common thing as sites support is still improving on what's the best for their service. Lastly those experience I had was no text confirmation for the money transfer was sent to my mobile number but eventually the support sent me directly the transaction number to my personal mail so that I can claim at money transfer service successfully.

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[socks435]

Well i am experience this not only before yesterday i was trying to use the egivecash to withdraw yesterday i receive the 4 digit code but the 16 digit code never came to my account i still waiting for their responds to solve my issue..
The best service that i never experience a problem as of now is the gcash withdrawal never had any problem but both egivecash and gcash i always use when withdrawing.. if i am withdraw a large amount i just use egivecash instead for non fee..

[MinMan]

Just wondering if there are any guys out there who recently encountered a problem on contacting their customer supports? A day ago I've cashed out just to use it personally. Knowing that the code (I use the cardless ATM option) usually arrives in mere minutes, I immediately drove to the nearest ATM in our area, but lo and behold. I stood there for a good 20 minutes but no code. Tried to resend a new code but still nothing comes in on my phone; no text, no anything, so I decided to call their hotline but no one answers.

Tried to chat them in the app but nothing.

Posted in their FB page (I created an fb account just for that) and still no response.

After standing and waiting there for an hour, finally the code arrived, and their customer support came back to me after I informed them that the problem is fixed.

For a service like them, having a live chat would be necessary, and someone should answer the damn hotline if someone is calling.


Just my two cents and a not so good experience. They've always been A+ for me but apparently their customer support team right now is pretty sloppy. Has anyone experienced the same issue lately?

This is most problem of exchange center which I am into and even remittance where I use to withdraw my money with bitcoin, they response so poorly. i hope this poor service will be solve because this can cause to people to leave there center. Right?

[eli77]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

[Hexah]

I experienced also that kind of problems in the past month regarding to their service and I really hate that they have slow response especially to problems we actually encounter. I hope coins.ph will improve their quick response for that especially if someone is trying to contact their support for customer service. And to give you also some knowledge tou can post also your queries and questions in this Official coins.ph thread. Hope I can help for some that doesn't know this thread.

[Ararbermas]

I have noticed that my expirience is in coins.ph verification i.d they just deny my i.d until now they did not  accept my NBI clearance and the phil.health i.d it is valid i.d isn't it? and sometimes it's vary late to received my money and bitcoin I do not know why someone can answer me?

I recommend to use a school id bro and also pictures of id also the id numbers on it . I also used it . then submit your selfie to verified faster or to approve in just 1-2 days. i read some issues about this wallet on facebook group and they said that this coin.ph has a lot of errors in their transaction and some times when they tranfer it will not be delivered to another wallet even their withdrawal it may take some time to recieve the code .and also login has a problem also.? As of know i use coin.ph but idont have any erros on it . Just be patient guys maybe theres a maintenance on their site.

[Siren]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

[Kemarit]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

I don't know if you guys experienced it but why it is when you are in a hurry and need the funds ASAP this things happened? Just last week, I made 2 withdrawals, the first did get in, but the second transaction was stuck up or something. It was a emergency situation in my end, thus I needed the money ASAP but unfortunately I have to wait 3 hours before the issue was resolved. And when you withdraw and you are not in a hurry that money was instant. Do you guys have the same experienced?

[carlfebz2]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

I don't know if you guys experienced it but why it is when you are in a hurry and need the funds ASAP this things happened? Just last week, I made 2 withdrawals, the first did get in, but the second transaction was stuck up or something. It was a emergency situation in my end, thus I needed the money ASAP but unfortunately I have to wait 3 hours before the issue was resolved. And when you withdraw and you are not in a hurry that money was instant. Do you guys have the same experienced?

Lucky for you that they resolved the problem in just 3 hours.Not like in my own experience when the codes didn't go through the atm and it says transaction cancelled and on the second try the information entered is not correct which means they are the ones who have problem on coordinating with e=give cash.This is the best thing I do like on them but sometimes there are really problems regarding error which do really suck bigtime.

[zanezane]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

What's with the 4 digit PIN? How do you cash out guys?
I still haven't experience this 4 digit thing because every time I 'm cashing out I always use my ATM in BPI. It's free but it will take hours or days before you receive your money but it's okay. When I'm in a hurry I'm cashing out thru Cebuana and it just minutes before you get your money. It's easy and less hassle. You guys should try this.

[Kemarit]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

I don't know if you guys experienced it but why it is when you are in a hurry and need the funds ASAP this things happened? Just last week, I made 2 withdrawals, the first did get in, but the second transaction was stuck up or something. It was a emergency situation in my end, thus I needed the money ASAP but unfortunately I have to wait 3 hours before the issue was resolved. And when you withdraw and you are not in a hurry that money was instant. Do you guys have the same experienced?

Lucky for you that they resolved the problem in just 3 hours.Not like in my own experience when the codes didn't go through the atm and it says transaction cancelled and on the second try the information entered is not correct which means they are the ones who have problem on coordinating with e=give cash.This is the best thing I do like on them but sometimes there are really problems regarding error which do really suck bigtime.

Yes, it was a Monday morning so perhaps the support staff are all in the office. I also have the same experienced as your though, I was withdrawing unfortunately, the ATM was out of money. So my cash didn't dispensed at all!. I contacted their support staff once again however, I was so mad at them because they said they wanted me to report it to bank itself! I said NO, and I insist that they should be the contacting them because I didn't deal with the banks directly. So I have to wait like 3-5 days before informing me that I can withdraw it again.

[h0lybyte]

I agree with the issue that coinsph hasn't been working too well lately and their support isn't fraternal but is this happening to all users?
I read about this philipine wallet and got into it earlier in 2016. I had no depositing and withdrawal ssues with my account.
Using their virtual debit card, it worked smooth for all my purchases.

[Wicked17]

Just wondering if there are any guys out there who recently encountered a problem on contacting their customer supports? A day ago I've cashed out just to use it personally. Knowing that the code (I use the cardless ATM option) usually arrives in mere minutes, I immediately drove to the nearest ATM in our area, but lo and behold. I stood there for a good 20 minutes but no code. Tried to resend a new code but still nothing comes in on my phone; no text, no anything, so I decided to call their hotline but no one answers.

Tried to chat them in the app but nothing.

Posted in their FB page (I created an fb account just for that) and still no response.

After standing and waiting there for an hour, finally the code arrived, and their customer support came back to me after I informed them that the problem is fixed.

For a service like them, having a live chat would be necessary, and someone should answer the damn hotline if someone is calling.


Just my two cents and a not so good experience. They've always been A+ for me but apparently their customer support team right now is pretty sloppy. Has anyone experienced the same issue lately?

I also encounter that problem with atm cardless cashout. When i cashout my money from coinsph to cardless. I waited for about 2 days for code and it not come. I tried to reach their costumer support but they are missing in action. Eventually that was saturday and by monday there will be a holiday. After a week they refund my money back to my coinsph and i use the cebuana remittance cashout instead.

[bL4nkcode]

I recently want cashout with coinsph this day, using a remittance(palawan) and the cardless one, but I never get a single penny from both of them, the code for the remittance never arrived I used my brother's name and mobile number since his the one who will get the money, and I received the cardless codes(SMS and email) but never get the money, I always get an error from the two atm machine I used. Now, I contacted their support but never get a single reply, it takes hours already and obviously mentioned that they are online from 10 AM to 6 PM(PH time).

[Kemarit]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

What's with the 4 digit PIN? How do you cash out guys?
I still haven't experience this 4 digit thing because every time I 'm cashing out I always use my ATM in BPI. It's free but it will take hours or days before you receive your money but it's okay. When I'm in a hurry I'm cashing out thru Cebuana and it just minutes before you get your money. It's easy and less hassle. You guys should try this.

The 4 digit PIN is the e-givecash option which is supposedly instant and you can withdraw it in any Security Bank branch as long as the ATM can print out your transaction, otherwise you can't withdraw. I also have to call their attention regarding that issue as well. If the ATM can't issue a print out, you can't withdraw it. The reason why I'm using this option is because we have a Security Bank that is literally 2 minutes walk from my place. And just like I said, its instant and advisable if you are in a hurry, but lately a lot of issues have been popping up. I haven't try Cebuana though, if its instant then I will love to try it. Thanks Kabayan.

[dothebeats]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

Their system is tied up with Security Bank's EGC, so it makes no sense that these numbers wouldn't arrive within 10 minutes as was stated by their own service, unless you have poor cellular signal which isn't the case since 90% + of the Philippines receives clear cellular signal. Mind you, I've been their customer since 2014, back when they were only starting, and everything was flawless even before the advent of the card-less cash out. It's just this very recent that their customer support became sloppy, up the extent of waiting for a day to get your concerns addressed and be resolved. I find it funny that their team grew bigger but their willingness to serve their customers diminished big time.

[Hamphser]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

Their system is tied up with Security Bank's EGC, so it makes no sense that these numbers wouldn't arrive within 10 minutes as was stated by their own service, unless you have poor cellular signal which isn't the case since 90% + of the Philippines receives clear cellular signal. Mind you, I've been their customer since 2014, back when they were only starting, and everything was flawless even before the advent of the card-less cash out. It's just this very recent that their customer support became sloppy, up the extent of waiting for a day to get your concerns addressed and be resolved. I find it funny that their team grew bigger but their willingness to serve their customers diminished big time.

This is what i observe. Codes would really be tied up on the Banks egc.I do suggest they should really put up more manpower because bitcoin users on this country is growing larger which means demand on their service would really be even more,They should not really change on how they do treat their users just like when they was just starting.I dont experience any problems way back before on those previous years but now lots of people are complaining not only on egivecash but also on the account have been locked because of some reasons.

[carlfebz2]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

They are usually out on weekends I believed. I also had the same problem as yours last night. I cash out received the 4 digit PIN but the 16 digit didn't arrived. Since this should be instant, its really frustrating not to be able to withdraw specially if you are in a hurry. Fortunately, after calling out their attention, I got my 16 digit and was able to go to the nearest Security Bank. Just need patience and if you have message the support them I'm sure that they will get back at you, although it is weekend already. So there's nothing you can do but to wait.

I don't know if you guys experienced it but why it is when you are in a hurry and need the funds ASAP this things happened? Just last week, I made 2 withdrawals, the first did get in, but the second transaction was stuck up or something. It was a emergency situation in my end, thus I needed the money ASAP but unfortunately I have to wait 3 hours before the issue was resolved. And when you withdraw and you are not in a hurry that money was instant. Do you guys have the same experienced?

Lucky for you that they resolved the problem in just 3 hours.Not like in my own experience when the codes didn't go through the atm and it says transaction cancelled and on the second try the information entered is not correct which means they are the ones who have problem on coordinating with e=give cash.This is the best thing I do like on them but sometimes there are really problems regarding error which do really suck bigtime.

Yes, it was a Monday morning so perhaps the support staff are all in the office. I also have the same experienced as your though, I was withdrawing unfortunately, the ATM was out of money. So my cash didn't dispensed at all!. I contacted their support staff once again however, I was so mad at them because they said they wanted me to report it to bank itself! I said NO, and I insist that they should be the contacting them because I didn't deal with the banks directly. So I have to wait like 3-5 days before informing me that I can withdraw it again.

Those kind of situations would really make you mad specially when you are in a hurry or an emergency which you would need those funds and suddenly it was stucked and leave you pending with those funds that you do expect.You would really get mad on their service and as you said they would normally tell you to communicate with the bank but i didnt even do such thing since they are the ones who are responsible on processing such transaction.

[blockman]

I recently want cashout with coinsph this day, using a remittance(palawan) and the cardless one, but I never get a single penny from both of them, the code for the remittance never arrived I used my brother's name and mobile number since his the one who will get the money, and I received the cardless codes(SMS and email) but never get the money, I always get an error from the two atm machine I used. Now, I contacted their support but never get a single reply, it takes hours already and obviously mentioned that they are online from 10 AM to 6 PM(PH time).

Have you ever tried to call their landline? It's now weekend and for sure there will be no office for them. Just wait until Monday or maybe the codes are just quite delayed. I experienced this before upon cashing out through Cebuana. And when I chat their support they apologized to the delay that has caused me and it's because their system was experiencing some problem so I guess that was just the same in my case and anyway it was sent to me after 4 hours.

[chocolah29]

Just right now, i did not received a text confirmation for my 4 digits PIN.
I will wait for the reply from coins.ph customer service.
Hope my message will arrive ASAP.

What's with the 4 digit PIN? How do you cash out guys?
I still haven't experience this 4 digit thing because every time I 'm cashing out I always use my ATM in BPI. It's free but it will take hours or days before you receive your money but it's okay. When I'm in a hurry I'm cashing out thru Cebuana and it just minutes before you get your money. It's easy and less hassle. You guys should try this.

The 4 digit PIN is the e-givecash option which is supposedly instant and you can withdraw it in any Security Bank branch as long as the ATM can print out your transaction, otherwise you can't withdraw. I also have to call their attention regarding that issue as well. If the ATM can't issue a print out, you can't withdraw it. The reason why I'm using this option is because we have a Security Bank that is literally 2 minutes walk from my place. And just like I said, its instant and advisable if you are in a hurry, but lately a lot of issues have been popping up. I haven't try Cebuana though, if its instant then I will love to try it. Thanks Kabayan.

I think since there were many issues using the 4 or 6 digits we should all abstain from using it temporarily and just wait for the issue to be resolved. Money is involved here and we don't want it to be compromise. Just choose other options like cashing out in banks and through exchanges. You can also ask your friends what are they using and try to use this also. If you heard a bad feedback then don't use it. And if you think that you need money for upcoming days just convert before that day to avoid hassle.