Find the sent payment
Open your transaction record and collect the payment date, amount and recipient. Check that you are looking at the same operation described in your ArionPlay enquiry, especially if you made more than one payment around the same time.
For a GCash QR payment, the merchant can use the QRPH Reference or Invoice Number to look for the transaction. Keep that identifier exactly as it appears in the record. A short summary of the problem is useful, but the reference identifies the payment you want checked.
ArionPlay lists GCash and Maya for deposits and withdrawals, so the same record habits carry across both wallets.
The merchant cannot find a QR payment
Share the QR-payment identifier with the merchant and keep the receipt. In GCash the help route starts from the transaction itself:
- Open Transactions in GCash.
- Select the QR payment you are following up.
- Open Get Help.
- Choose Merchant didn’t receive this payment.
Starting from the recorded payment keeps your question connected to that operation. Check the existing payment before trying again, so the payment goes through once.
QR concern and refund periods
Reviewing a QR-payment concern and adjusting an eligible refund to the wallet run on separate periods. Read each one with the process it belongs to.
| Process | Period | Starting point |
|---|---|---|
| QR concern involving a GCash merchant | 6–10 business days | Review of the QR-payment concern |
| QR concern involving a non-GCash or QRPH merchant | 10–12 business days | Review of the QR-payment concern |
| Eligible QR refund paid from the GCash wallet | 24–72 hours | After the merchant confirms refund eligibility |
The refund row begins once the merchant confirms. Keep that confirmation with the receipt, so you can name the stage you are following up. If the response concerns a different payment route, continue with the instructions for that operation.
Contact ArionPlay about the payment
ArionPlay support is at [email protected]. In your enquiry, include the transaction date, amount and reference, then state what you need checked: for example, a sent payment that the merchant has not located.
Email ArionPlayBefore writing, the payment details checklist helps you gather the relevant records. If your question is about money expected into GCash after a withdrawal, continue with the withdrawal guide instead.