Globe Charge: FAQ

What is Globe Charge?

Globe Charge is a service for business owners that enables you to accept MasterCard and Visa card payments via smart phones and tablets. Globe Charge requires a Globe Charge Mobile Card Reader, Globe Charge mobile app, and a Globe Charge merchant account.

What accesories will I get when I purchase Globe Charge?

The Globe Charge package includes:

• Globe Charge Mobile Card Reader
• Quick Start Guide
• Stylus
• Globe Charge "We Accept" Sticker
• GCash 101 insert
• GCash Card (to be sent via mail after your accreditation)
• Merchant Operating Guide (to be sent after your accreditation)

Where can I purchase Globe Charge?

You can purchase Globe Charge at select Globe Stores, through Globe myBusiness sales representatives, the Globe myBusiness Hotline (02 730 1010), and GXI account managers.

What does the Globe Charge Mobile Card Reader do?

The Globe Charge Mobile Card Reader accepts MasterCard and Visa transactions by reading the magnetic stripe found on the card. This device automatically transfers your customer's credit card and purchase information to the Globe Charge mobile app.

What types of card can I accept with Globe Charge?

You can accept credit cards, prepaid cards, and debit cards as long as they are either MasterCard or Visa branded.

Can I use Globe Charge when I am abroad?

No, you cannot use your Globe Charge when you are abroad. This is only available for use within the Philippines.

Is Globe Charge secure?

Absolutely! Globe Charge uses the best-in-class authentication and security to protect card data at every step along the transaction process. It is also secure because it is compliant with the Payment Card Industry Data Security Standard (PCI DSS).

The PCI DSS is a set of policies and procedures developed by four major credit card companies intended to optimize the security of credit, debit, and cash card transactions to protect cardholders.

Where can I get the Globe Charge Mobile app?

You can download the Globe Charge mobile app from the App Store for iOS, or Google Play for Android. 

What does the Globe Charge Mobile app do?

The Globe Charge mobile app is the user interface that you will need to use the Globe Charge Mobile Card Reader. In the Globe Charge app, you can:

• Register and create your Globe Charge Merchant account
• Read MasterCard and Visa cards through the Globe Charge Mobile Card Reader
• Keep track of both credit and cash payments
• Create staff accounts for your employees
• Activate other devices for access to your Globe Charge merchant account
• Handle void transactions

What does the Globe Charge Merchant account do?

The Globe Charge Merchant account is the profile where all your business information is stored, as well as the account where you can access and manage all Staff accounts and devices. 

Will I be able to use the Globe Charge app at once after downloading the app and inserting the Globe Charge Mobile Card Reader?

You need to undergo a process called Know-Your-Merchant (KYM) before the Globe Charge mobile app can be activated for use.

What happens after the KYM Process?

Once you have been accredited, you will receive a call from a Globe representative informing you that you are now an accredited Globe Charge merchant. You will also receive an email from infobycharge@globe.com.ph. This will contain:

• A confirmation of your Globe Charge account activation
• Merchant Operating Guide (contains a how-to for Globe Charge, Merchant Acquiring information, government policies and procedures on using Globe Charge properly)
• Settlement Advisory Guide (shows the schedule of when you will receive funds from Globe Charge transactions to your GCash wallet or your nominated bank account)
• Your activation code
• Admin PIN
• Staff PIN

You may then activate your device and start using Globe Charge.

Do I need a GCash account when using Globe Charge?

Yes. Your GCash account is where all the funds from your sales via MasterCard and Visa cards are settled. The funds are credited to your GCash wallet as early as the next business day. 

GCash has a wallet and transaction limit. Will this apply when I'm a Globe Charge Merchant?

Once you‘ve been validated through the KYM Process, your GCash wallet will no longer have a wallet limit or daily transaction limit.

What is the seal sticker found on the Globe Charge Mobile Card Reader?

This seal sticker has been placed to ensure that users will not attempt to use the Globe Charge Mobile Card Reader prior to accreditation via the KYM Process.

In case you were not accredited in the KYM process, you can return your Globe Charge Mobile Card Reader with an unbroken seal and request for a refund.

Does the Globe Charge Mobile Card Reader have a lock-up period?

If you availed of the Globe Charge prepaid bundle, or just purchased a Globe Charge Mobile Card Reader, there is no lock-up period. If you have availed of the Globe Charge postpaid bundle, there is a 2-year lock-up period, or a lock-up depending on the MySuperPlan you built.

I am an existing accredited Globe Charge merchant, and I would like to purchase another Globe Charge Mobile Card Reader. How do I do this?

Just go to a Globe Store where Globe Charge Mobile Card Readers are available. At the point of purchase, you will fill in a form signifying your intended purpose. The form will ask whether you will use the card reader for a new branch within the same registered business, or for a brand new business.

If your purchase is only for a new branch of the same registered business, only an ocular visit will be performed. A Globe representative will call and schedule this visit. Don't worry; you will be able to take the Globe Charge Mobile Card Reader with you and use it on the same day of purchase even before the ocular inspection.

If it is for a new business, you will have to undergo the KYM process for the new business again. 

What if my Globe Charge unit is defective?

If your Globe Charge unit is defective, and still within the 9-month warranty, please visit your nearest Globe Store to request for a replacement.

What should I do if I lose my Globe Charge Mobile Card Reader?

If you lose your Globe Charge Mobile Card Reader, you may purchase a new one at Globe Stores that carry Globe Charge. You can purchase the Globe Charge Mobile Card Reader for Php 999. Your new Globe Charge Mobile Card Reader can be connected to your device, and can be used with your existing Globe Charge Merchant account.

I have several different businesses. Can I just use one Globe Charge Mobile Card Reader for all of it?

You may use the same Globe Charge Mobile Card Reader, but you must create a new Merchant account and undergo the KYM Process separately for each business.

What are the inclusions of the Globe Charge Mobile Card Reader warranty?

Limited Replacement Warranty:

GXI provides a 9-month warranty for faulty Globe Charge mobile card readers. This warranty is per the manufacturer's policy and does not include Globe Charge Mobile Card Readers that have been accidentally damaged due to unreasonable use, tampered, interfered with or lost. GXI shall provide replacement Globe Charge Mobile Card Readers covered by this warranty with no extra cost.

Exclusions from the warranty: 

Accessories (i.e. stylus)Damaged Globe Charge Mobile Card Reader due to accidents or unreasonable useLost Globe Charge Mobile Card ReaderLimited Return Warranty:

GXI provides full refund on Globe Charge Mobile Card Readers for customers who were not accredited via the KYM Process.

Please do not break the sticker seal on your Globe Charge Mobile Card Reader prior to refund. If this is broken, you will not be able to request for a refund, whether or not the Globe Charge Mobile Card Reader is functioning. Please return all items in the Globe Charge box including the Globe Charge Mobile Card Reader, Quick Start Guide, GCash 101 insert, sticker, and free stylus.

What happens if the SIM card I registered to my Globe Charge Merchant account has already expired or was terminated after a period of inactivity?

If this occurs, you will not be able to transact using Globe Charge. You must visit a Globe Store to reactivate your Globe postpaid number. For prepaid accounts that are terminated, you will need to purchase a new SIM card. Once you have a new number, it will be re-linked to your Globe Charge Merchant account. Please call 2882 to re-link your Globe Charge Merchant account.

I accidentally lost my smartphone or tablet, what do I do?

Don't worry; if you accidentally deleted your Globe Charge mobile app or lost your smartphone or tablet, just follow these instructions:

Step 1 Download the Globe Charge mobile app again in your new device, or the existing device you will use

Step 2 Call 2882 and inform them that you would like to request for an activation code

Step 3 Once you receive an email with your new activation code, activate your device again via the Globe Charge mobile app.

What happens if my business is not accredited during the KYM process?

Please make sure that the documents you submitted are valid and the information you have provided are true and correct to ensure that you will be accredited during the KYM process. 

My business did not qualify for the KYM process. Can I re-apply?

You may reapply as soon as you have the correct documents, in case you were not accredited during the KYM process due to missing or incorrect requirements submitted. Only businesses with legal and valid business operations may use Globe Charge.

My business did not qualify for the KYM process, how will I get my full refund on the Globe Charge Mobile Card Reader I purchased?

To get a full refund on the Globe Charge Mobile Card Reader that you purchased, you must visit the place or contact the person from who you purchased your unit, and inform them that you did not pass the KYM process, and would like to return the Globe Charge Mobile Card Reader.

Please ensure that the seal sticker on your Globe Charge Mobile Card Reader is unbroken on the unit.

What is the helpline for Globe Charge? 

For any questions or concerns, you may contact chargeinquiries@globe.com.ph, or call 2882. You may call this number in case you were not able to receive any of your PINs or activation codes.