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1. How do I know if a certain diagnostic procedure requested by an affiliated doctor is covered by my healthcare program?

For inquiries on your benefit coverage, you may call any of our Customer Care hotlines. Your medical details and needed procedure/s will be assessed if coverable (or otherwise) by your plan.

 

 

 

2. How do I avail of my Annual Check – Up (ACU) benefit?
Request for ACU and ECU Scheduling should be coordinated through the ff.:
 
For Individual and Family Accounts:please log in your request at bit.ly/ACU_ECU
 
For Corporate Accounts: Coordination must be made thtough the Company HR or Account Officer (Health Benefit Executive)
 
Our Sales and Sales Support will coordinate the request of corporate accounts to our unit internally.

 

 

 

3. What happens if I fail to file our PhilHealth Benefit Claim form upon discharge?

You will have to shoulder the PhilHealth cost equivalent upon discharge.

 

 

 

4. What do I have to do to reimburse my bills from availments in non – affiliated hospitals during Emergency cases?

You will need to submit the following necessary documents:

o Duly accomplished Claims Reimbursement Form
o Original Official Receipt/s of the hospital bill/s, including the Statement of Account (SOA) and its Charge Slips
o Clinical Abstract of the case, if surgical intervention was performed and its hispathological report
o Operative Record of the case/treatment or admission/discharge record duly signed by the attending Physician.

 

 

 

5. When do I get my check (reimbursement) after submitting all the necessary requirements?

Reimbursement/s released via check will be available within 30 working days upon the receipt of complete and valid requirements at the Maxicare Head Office.

 

 

 

6. Is it true that EENT Specialists, Neurologists and Urologists have issued a memorandum to all HMOs stating that they will charge additional Professional Fees?

Yes. However, for you to avoid this extra charging, kindly coordinate with our Customer Care Department before each availment for them to be able to make arrangements with a doctor who does not charge extra fees.

 

 

 

7. What if I want to upgrade my Room and Board entitlement during elective confinement?

It is possible and we are not refraining you to upgrade your Room and Board Accommodation as you wish, provided that you will have to shoulder the corresponding Room and Board excess fees, incremental costs of laboratory and procedures done, and the excess Professional Fees.

 

 

 

8. What do I have to do if I lost my Maxicare Multifunction Card?

You must prepare the following requirements and submit them to the Maxicare Head Office:
1) Valid proof of payment (Php 200.00 Lost ID Card fee)

For payment, you may pay over-the-counter through bills payment at the following banks: BDO, Equicom Savings Bank, Philippine National Bank, Security Bank, BPI, Metrobank, RCBC, Union Bank, Maybank, AUB

2) Maxicare’s Statement of Lost ID Card

3) Photocopy of the front and back portion of a valid ID with picture or notarized affidavit of loss

Your new Maxicare Multifunction Card will be issued within seven (7) working days from the date the necessary documents were forwarded to us.

Should you need to avail of any medical services while your card has not arrived yet, please call any of our Customer Care Hotline Numbers first prior to availment. For Emergency Cases, on the other hand, please instruct your Companion (if available) to call Maxicare.

 

 

 

9. Are your Hotline Numbers available even at midnight?

Our Customer Care operates 24/7 and is manned by Specialists / Representatives highly trained to assist you in any of your needed medical availments.

 

 

 

10. Are you open on weekends?

Our Primary Care Centers and Helpdesks are open from Monday to Saturday.
You may also visit any of our MyHealth Clinics for your Letter of Authorization (LOA) request or Out – Patient medical services. They are open Monday – Sunday, 7:00 A.M. – 8:00 P.M.

 

 

 

1. How to update Membership Details
  • To update or correct your name and civil status, email the required documents listed below to enrollment@maxicare.com.ph

 

To Update or Correct your Name

Required Documents

Change of Name (First, Middle, or Last)

  • Birth Certificate (NSO Copy)

Change of Civil Status

Required Documents

From Single to Married

  • Marriage Certificate (NSO Copy)

From Married to Single

  • Certificate of No Marriage or CENOMAR (NSO Copy)

Widowed

  • Death Certificate (NSO Copy)

 

To update or correct your mobile number, email address, & residential address, email the required documents listed below to enrollment@maxicare.com.ph

 

Request change of mobile number and email address

  • If you have submitted your Customer Information Form, please download and accomplish the Member & Card Maintenance Form.

If you have not submitted your Customer Information Form:  Please call Customer Care Hotline (02) 5821900

For more details about Customer Information Form go to www.maxicare.com.ph/faq

Request Change of residential address

  • Email your Proof of Residency (utility bill under your name) to customercare@maxicare.com.ph
1. What is a Customer Information Form?

A Customer Information Form, or CIF, requires Members to provide important, personal information that will allow Maxicare to assume accurate information and be able to provide better and more efficient services to you.

This document is, also, in compliance to the “Know Your Customer” (KYC) policy which necessitates the identity validation of a customer availing of certain financial transactions. In our case, the Maxicare Multifunction Card acts as a Cash Card in occasions of claims reimbursement.

Completion of the CIF is a one – time requirement only; however, updating should be done should there be significant changes in the personal information of the Member such as Home Address, Contact Number, Marital Status et al.

 

 

 

2. How is this related to my Maxicare Multifunction Card?

The Maxicare Multifunction Card can be a Cash Card. Should you have any Claims Reimbursement, this is where your reimbursement will be credited. Powered by Equicom Savings Bank, this financial transaction shall, therefore, need you to comply with the KYC policy requirement.

Beginning February 1, 2015, reimbursements and other cash – related transactions, through your Maxicare Multifunction Card, will not be possible and accommodated without completing the CIF.

 

 

 

3. What is the purpose of the CIF given that the membership details are provided by the HR?

The details provided by the HR of our member companies do not include all the information required to comply with the KYC. Furthermore, since the cash crediting is considered as a personal transaction, the Members must, individually, provide his personal information and must agree on the Terms and Conditions covering the Maxicare Multifunction Card.

 

 

 

4. The details provided by the HR of our member companies do not include all the information required to comply with the KYC. Furthermore, since the cash crediting is considered as a personal transaction, the Members must, individually, provide his personal information and must agree on the Terms and Conditions covering the Maxicare Multifunction Card.

If your Maxicare Multifunction Card is enrolled in the Cash Card functionality, a Member’s reimbursement will not be processed timely as an accomplished CIF is one of the requirements in full compliance of the claims reimbursement process.

 

 

 

5. If the CIF has been submitted during the initial reimbursement, do I need to submit on the succeeding filings?

No. CIF submission is a one – time requirement only. This is, unless, there are changes in the Member’s personal information hence the need for updating of the CIF.

 

 

 

6. How can I accomplish the CIF?

You may accomplish the CIF online via the Member Gateway and follow the instructions provided in the portal.

 

 

 

7. What IDs are considered valid?

The following are considered valid by Maxicare:
• Alien Certificate of Registration (for foreign nationals in the Philippines)
• Company ID
• Driver’s License
• GOCC ID
• Government System Insurance Service (GSIS) e-Card
• Integrated Bar of the Philippines ID
• National Bureau of Investigation (NBI) Clearance
• Overseas Filipino Worker ID
• Overseas Workers Welfare Administration (OWWA) ID
• Passport
• Police Clearance
• Postal ID
• Philippine Regulatory Commission (PRC) ID
• Seaman’s Book
• Senior Citizen ID
• Social Security System (SSS) ID
• Student’s ID
• Unified Multi – Purpose ID
• Voter’s ID
*Please note that the IDs should not be expired by the time of CIF completion to be considered valid.

 

 

 

8. How will I know if my CIF has been processed or otherwise?

A notification will be sent by Maxicare to the Member once the original, hard copy of the CIF has been submitted to Maxicare.

 

 

 

1. The following are considered valid by Maxicare:

• Alien Certificate of Registration (for foreign nationals in the Philippines)
• Company ID
• Driver’s License
• GOCC ID
• Government System Insurance Service (GSIS) e-Card
• Integrated Bar of the Philippines ID
• National Bureau of Investigation (NBI) Clearance
• Overseas Filipino Worker ID
• Overseas Workers Welfare Administration (OWWA) ID
• Passport
• Police Clearance
• Postal ID
• Philippine Regulatory Commission (PRC) ID
• Seaman’s Book
• Senior Citizen ID
• Social Security System (SSS) ID
• Student’s ID
• Unified Multi – Purpose ID
• Voter’s ID
*Please note that the IDs should not be expired by the time of CIF completion to be considered valid.

1. What is EReady?

It is a prepaid health card of Maxicare that provides one – time availment coverage, of up to Php 15000.00, for any Emergency cases.

 

 

 

2. What are the examples of an Emergency case or condition?

– An Emergency case is that of considered to be life – threatening or accidental injury or a sudden and unexpected onset of a condition or illness such as heart attack, cardiovascular or cerebrovascular accidents, loss of consciousness or respiration and convulsions.

– Illnesses or injuries requiring immediate medical attention to alleviate pain or discomfort.

 

 

 

3. What are the benefits of EReady?

EReady provides the following benefits:

– Coverage for Professional Fees, Emergency Room Fees, medicines used for the immediate relief and treatment of the condition, and laboratory and diagnostic procedures.

– Initial treatment of animal bites for the first 24 hours, vaccines for animal bites such as Rabies shot.

– Emergency case coverage for one – time availment of up to Php 15 000.00.

– Nationwide access to Maxicare – affiliated hospital providers.

– Life AD&D (Accidental Death and Dismemberment) up to Php 50 000.00 with Double Indemnity feature.

– 20% discount on basic dental procedures at any Metro Dental clinics and 15% discount on dermatology procedures at any MyHealth Clinics.

 

 

 

4. Who can avail of this prepaid health card?

This is available for purchase and usage to both Maxicare members and non – members aged 15 days to 65 years old.

 

 

 

5. How much does EReady costs?

– EReady is available in two (2) plans. While both plans have the same Maximum Benefit Limit of Php 15 000.00, the higher variant provides added comfort of having access to the major hospitals in Metro Manila.

Plan Type: Titanium
Cost (one-time payment only): Php 699.00
Access: Access to all Maxicare – affiliated hospitals nationwide, excluding the major* hospitals

Plan Type: Platinum
Cost (one-time payment only): Php 899.00
Access: Access to all Maxicare – affiliated hospitals nationwide, including the major* hospitals

*Six (6) identified, major hospitals: Asian Hospital & Medical Center, Cardinal Santos Medical Center, Makati Medical Center, St. Luke’s Medical Center – Quezon City, St. Luke’s Medical Center – Taguig, The Medical City.

 

 

 

6. Where can I buy EReady?

– You can buy Maxicare EReady at our Online Store by clicking the SHOP NOW button above
– It is available through our Maxicare Account Officers.You may email ac.prepaid@maxicare.com.ph and ac.sales@maxicare.com.ph
– You may also avail through our accredited Agents and Brokers nationwide.

– We also have the following selling channels:
o Robinsons Department Store – Business Centers Nationwide
o IRemit Centers worldwide (For OFWs only)
o Maria Health – www.mariahealth.ph
o Trade distributors in Greater Manila Area and North Luzon

 

 

 

7. How do I use my EReady?

Definitely, there is no need for paperwork. Registration is via SMS only. Just follow these steps below:

1.) Lightly scratch – off the gray panel found at the bottom of the signature panel to reveal the Medilink Number (starts with 1168).

2.) Register via SMS following this format: MAXIPREPAID < 1168 Card Number >#####.

3.) Send SMS to 2086 for GLOBE subscribers and 4629 for SMART subscribers

4.) You will receive a notification of successful Membership Enrollment.

Once successfully registered, your Maxicare EReady membership will be activated seven (7) days from the time of registration.

Your card will be valid for one (1) year from the date of activation.

When emergency arises, present your Maxicare EReady together with a valid I.D. at any of our Maxicare – affiliated hospitals.

 

 

 

8. As this is an emergency case, can I avail at a non – affiliated hospital?

The EReady card uses the swipe facility of Maxicare affiliated hospitals for membership verification. In this case, availment should only be made in an affiliated provider to be able to be covered by the card.

 

 

 

9. Are there any exclusions or limitations in coverage?

– Yes, there are some items not covered by EReady. These include In – Patient availments leading to confinement, availment under Primary Care Emergency Room setting, transferring to other provider/s due to unavailability of procedure or facilities.

– All exclusions are listed in the EReady Card Kit.

 

 

 

10. Will I be able to utilize the remaining balance of my coverage should my availment did not reach Php 15 000?

No, the balance will no longer be used as this is just for one – time availment only. Once an LOA has been generated and issued, the card is already deactivated.

 

 

 

11. Am I allowed to buy more than one (1) EReady card?

Yes. However, you may only register the 2nd card three (3) months after your 1st card has been deactivated.

 

 

 

12. Can I give my Maxicare EReady to someone else?

Yes, as long as it has not been registered yet to a particular person.

 

 

 

13. Should I have any inquiry, who can I call?

Feel free to call us at any of our contact points as seen on this page.

 

 

 

1. What career opportunity can I get from becoming a Maxicare Agent?

Here in Maxicare, you can become an accredited Health Benefit Agent (HBA) or even form your own unit as an Agency Unit Head.

 

 

 

2. How do I become an accredited Maxicare Agent?

Yes. You just have to submit your Application Form and the necessary requirements, attend our Product Training, Pass the Accreditation Exam and pay the Accreditation Fee.

 

 

 

3. What do I need to become an accredited Agency Unit?

– An Agency Unit must be composed of one (1) Agency Unit Head (AUH) and at least three (3) existing sub – agents.

– AUH and sub – agents must comply to and submit the necessary requirements as that of a regular Agent.

 

 

 

4. What are the needed documents for Accreditation?

a. Two (2) pcs. of Passport size or 2×2 picture in blue background color;
b. Two (2) pcs. of 1×1 picture in any background color;
c. Two (2) photocopies of two (2) Government- issued IDs with visible Signature;
d. Tax Identification Number (TIN);
e. Original and valid of any of the following clearances: NBI, Police or Barangay Clearance;
f. If an existing insurance agent, Certification or Insurance Commission – issued ID is accepted; and,
g. An active Savings account

 

 

 

5. Where do we go for Accreditation?

– You may go to our Head Office located at Maxicare Tower, 203 Salcedo Street, Legazpi Village, Makati City and proceed to the Agency Recruitment and Operations office

– For regional applicants, you may email accreditation@maxicare.com.ph to know where to submit your Accreditation requirements and attend the training sessions.

 

 

 

6. What are the incentives that I can get from Maxicare?

– Aside from the commission Agents and Agency Units get from every sales production, other incentives include:
o Travel Package
o Awards / Recognitions and Cash Prizes

– Maxicare also comes up with incentive promos from time to time.

 

 

 

7. Will I be attending a Training Program?

Yes. An initial training session will be required for newly accredited Agents and Agency Units.

 

 

 

8. How will I be paid of commission?

Commission is paid every seven (7) working days from the date of payment of the account gotten by the Agent or Agency Unit. It is credited through the Equicom Debit Card, which you will be getting once you have become an Accredited Agent of Maxicare.

 

 

 

9. Who should we contact for Accreditation?

You may contact Sharmaine Tabing at (632) 7908.6900 local 1164 to 65. Or email accreditation@maxicare.com.ph.

 

 

 

10. Is there a fee to be paid for Accreditation?

Yes. At a minimal licensing fee of Php 1000.00, this already includes the Maxicare’s Agent’s Kit composed of an I.D. card, a box of Business Cards, Product Manual, Polo Shirt and Folio Bag. However, there is an additional payment of Php 100.00 which is for the processing and initial Equicom Debit Card deposit.

 

 

 

1. Can I pay my overdue billing invoice via Maxicare Online Payment facility?

We are sorry but overdue payment is not accepted in this facility. Please coordinate it with your Sales representative at the soonest possible time.

 

 

2. Can I pay my penalty billing invoice via Maxicare Online Payment facility?

We are sorry but payment for a penalty billing invoice is not accepted in this facility. Please coordinate it with your Sales representative at the soonest possible time.

 

 

3. Why is my billing invoice invalid even though I input the correct details?

a. You may have entered a penalty billing invoice. This is not accepted in the Online Payment facility. Please coordinate it with your Sales representative at the soonest possible time.
b. You may have entered an overdue billing invoice. This is not accepted in the Online Payment facility. Please coordinate it with your Sales representative at the soonest possible time.
c. You may have entered an already paid billing invoice via another payment partner.

 

 

4. What should I do if my name in the system is incorrect?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Payment Reference Number
4. Amount to pay
5. Screenshot (if possible)

 

 

5. What should I do if the amount in my billing invoice is different from my expected amount?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Payment Reference Number
4. Amount to pay
5. Screenshot (if possible)

 

 

6. What should I do if the amount to pay in the system is different from my billing invoice?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Payment Reference Number
4. Amount to pay
5. Screenshot (if possible)

 

 

7. What should I do if I encounter a system downtime error?

a. Refresh the page
b. Close the browser, access the Online Payment facility again, and reprocess the payment

 

 

8. What should I do if I encounter a payment fail transaction even though I used a valid debit/credit card?

a. Call/coordinate with your bank if you encountered bank declined/issue transactions
b. Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information if you encountered non bank declined/issue transactions:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Payment Reference Number
4. Amount to pay
5. Type of card used
6. Screenshot (if possible)

 

 

9. What should I do if I did not receive the iPay88 email confirmation?

a. Access the email address provided in the Online Payment facility
b. Refresh the email
c. Check the spam folder

 

 

10. What should I do if I did not receive the Official Receipt (OR)?

a. Access the email address provided in the Online Payment facility
b. Refresh the email
c. Check the spam folder

 

 

11. How can I check if duplicate payment was made?

a. Check if you received an iPay88 email confirmation sent via email
b. Check if you received an Official Receipt (OR) sent via email

 

 

12. Where can I pay my bills for MyMaxicare plan?

Pay your bills via:
a. Online Banking with our Authorized Partner Banks
i. Bills Payment Facility
ii. Bank-to-bank or Wire transfer, Online Fund Transfer, Pesonet or Instapay
b. Over-the-counter with our Authorized Partner Banks
c. Payment through Maxicare Cashier
d. Check pick-up through Collectors
e. Maxicare Online Payment facility

 

 

13. Where can I pay my bills for my SME plan?

Pay your bills via:
a. Online Banking with our Authorized Partner Banks
i. Bills Payment Facility
ii. Bank-to-bank or Wire transfer, Online Fund Transfer, Pesonet or Instapay
b. Over-the-counter with our Authorized Partner Banks
c. Payment through Maxicare Cashier
d. Check pick-up through Collectors
e. Maxicare Online Payment facility

 

 

14. How can I access Online Payment for MyMaxicare/SME Plan?

a. Go to https://www.maxicare.com.ph/
b. Click Menu on the upper right corner of the page
c. Select Online Payment
d. Online Payment facility should be displayed

 

 

15. What are the payment options for the Online Payment facility?

a. Philippine issued credit card (Visa, Mastercard, JCB and Amex)
b. Philippine issued debit card (Visa and Mastercard)

 

 

16. How can I review my transactions?

The facility has no option to show your transaction. To determine if the payment was successful:
a. Check if you received an iPay88 email confirmation sent via email
b. Check if you received an Official Receipt (OR) sent via email

 

 

17. How can I determine if my payment was successful?

The facility has no option to show your transaction. To determine if the payment was successful:
a. Check if you received an iPay88 email confirmation sent via email
b. Check if you received an Official Receipt (OR) sent via email

 

 

18. How can I raise a concern regarding my transaction?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Email Address (if applicable)
4. Payment Reference Number
5. Amount to pay
6. Date Transacted (if applicable)
7. iPay88 Reference No. (if applicable)
8. Official Receipt No. (if applicable)
9. Description of Error
10. Screenshot (if possible)

 

 

19. What should I do to request for a refund?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. Customer/Account Name
2. Customer ID/Corp Code
3. Email Address (if applicable)
4. Payment Reference Number
5. Amount to pay
6. Date Transacted (if applicable)
7. iPay88 Reference No. (if applicable)
8. Official Receipt No. (if applicable)
9. Description of Error
10. Screenshot (if possible)

 

 

20. What are the reasons why I cannot proceed to payment?

a. Missed to enter Payment Reference Number and/or Customer ID/Corp Code
b. Entered a paid billing invoice
c. Entered incorrect Payment Reference Number and/or Customer ID/Corp Code
d. Entered an invalid billing invoice (e.g. overdue and penalty)
e. Missed to input Email Address and/or Mobile Number
f. Entered an incorrect Email Address and/or Mobile Number

 

 

21. What should I do if the Maxicare Website is not accessible?

a. Refresh the page
b. Restart browser and go to the page again
c. Check if the internet connection is strong and fast then go to the page
d. Clear the browser’s cache and data then go to the page
e. Use another browser then go to the page
f. Use another device or network then go to the page

 

 

22. What should I do if the Maxicare Online Payment is not accessible?

a. Refresh the page
b. Restart browser and go to the page again
c. Check if the internet connection is strong and fast then go to the page
d. Clear the browser’s cache and data then go to the page
e. Use another browser then go to the page
f. Use another device or network then go to the page

 

 

23. How can I determine if my connection is secured for the Maxicare Website?

a. Make sure that the web address starts with “https://” and not “http://” then go to the page again
b. Restart browser and go to the page again
c. Check if the internet connection is strong and fast then go to the page
d. Clear the browser’s cache and data then go to the page
e. Use another browser then go to the page
f. Use another device or network then go to the page

 

 

24. How can I determine if my connection is secured for the Maxicare Online Payment?

a. Make sure that the web address starts with “https://” and not “http://” then go to the page again
b. Restart browser and go to the page again
c. Check if the internet connection is strong and fast then go to the page
d. Clear the browser’s cache and data then go to the page
e. Use another browser then go to the page
f. Use another device or network then go to the page

 

 

25. How can I determine if my connection is secured for iPay88?

a. Make sure that the web address starts with “https://” and not “http://” then go to the page again
b. Restart browser and go to the page again
c. Check if the internet connection is strong and fast then go to the page
d. Clear the browser’s cache and data then go to the page
e. Use another browser then go to the page
f. Use another device or network then go to the page

 

 

26. What should I do if I cancelled my payment transaction during 3D authentication of the card that I used?

You may reprocess the payment by accessing the Online Payment facility

 

 

27. What should I do if I cancelled my payment transaction?

You may reprocess the payment by accessing the Online Payment facility

 

 

28. What should I do if the bank rejected my transaction?

Contact your bank for more information. Some of the error messages are:
a. Fail(Activity amount limit exceeded)
b. Fail(Allowable number of PIN-entry tries exceeded)
c. Fail(Bank Declined Transaction)
d. Fail(Bank rejected transaction)
e. Fail(Card issuing bank does not honor the transaction)
f. Fail(Card reported lost)
g. Fail(Expired card)
h. Fail(Incorrect PIN (Visa Cash-invalid or missing S1 signature))
i. Fail(Insufficient funds)
j. Fail(Invalid card number (no such number))
k. Fail(No such issuer)
l. Fail(Pick up card / Stolen card)
m. Fail(Refer to cards issuer)

 

 

29. What should I do if I encountered a merchant fraud rule?

Contact iPay88 at support@ipay88.com.ph or (02)8511-8688 for assistance. Some of the error messages are:
a. FAMS_Exceed per User Max Day Limit
b. FAMS_Exceed per User Max Month Limit
c. FAMS_Exceed per User Max Per Trx Limit
d. FAMS_Exceed per User per Trx per Card
e. FAMS_Exceed per User per Trx per Day
f. FAMS_Exceed per User per Trx per Week
g. FAMS_Insufficient data to validate!
h. FAMS_Rejected – BIN
i. FAMS_Rejected – Blacklisted BIN
j. FAMS_Rejected – Blacklisted CC
k. FAMS_Rejected – Invalid IP
l. FAMS_Rejected – Blacklisted IP
m. FAMS_system encountered a problem, sorry for any inconvenience caused – WS
n. FAMS_System error, please contact system administrator! – VT
o. FAMS_System error, please contact system administrator!! – VT
p. Transaction does not pass all risk checks

 

 

30. What should I do if I encountered an error due to invalid card details even though my card details are correct?

Contact iPay88 at support@ipay88.com.ph or (02)8511-8688 for assistance. Some of the error messages are:
a. Invalid parameters(Invalid Amount)
b. Invalid parameters(Invalid User Email)
c. Invalid parameters(Payment Not Allow)

 

 

31. What should I do if I encountered an iPay88 system error?

Contact iPay88 at support@ipay88.com.ph or (02)8511-8688 for assistance. Some of the error messages are:
a. M88Admin
b. Not Operational*Check application server/cache server and Restart Application

 

 

32. What should I do if I cannot pay as I exceeded the maximum amount per transaction?

Contact iPay88 at support@ipay88.com.ph or (02)8511-8688 for assistance.

 

 

33. What should I do if I encountered bank related issues/errors?

Contact your bank for more information. Some of the error messages are:
a. Payment Fail
b. Payment Fail(Approved)
c. Payment Fail(Bank Decline Transactions)
d. Payment Fail(Bank Declined Transaction)
e. Payment Fail(Card issuing bank do not honor the transaction)
f. Payment Fail(Declined)
g. Payment Fail(E5431-05091204: Invalid Field : CardNum)
h. Payment Fail(E5431-05100959: Invalid Field : CardSecurityCode)
i. Payment Fail(Expired Card)
j. Payment Fail(Insufficient Funds)
k. Payment Fail(Invalid card number (no such number))
l. Payment Fail(Pick up card / Stolen card)
m. Payment Fail(Refer to cards issuer)
n. Payment Fail(Referred)
o. Payment Fail(Timed Out)
p. Payment Fail(Unspecified Failure)
q. This credit card is not supported

 

 

34. What should I do if I encountered an iPay88 system error?

Contact iPay88 at support@ipay88.com.ph or (02)8511-8688 for assistance. Some of the error messages are:
a. Permission not allow
b. Secure hash not match
c. Signature not match
d. Success but incorrect amount

 

 

35. What should I do if I encountered system downtime/timeout (i.e. Transaction Expired, Transaction Timeout?

a. Refresh the page
b. Close the browser, access again the Online Payment facility again, and reprocess the payment

 

 

36. What should I do if I encountered an error “Transaction does not pass all risk checks.”?

a. Check if the card being used for payment is a Philippine issued card
b. Check if this is a:
i. Visa, Mastercard, JCB and Amex credit card
ii. Visa and Mastercard debit card

 

 

1. Does Maxicare accept my CWT endorsement to Maxicare's Collector?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates.

2. Does Maxicare accept my CWT endorsement to the Account Officer via email?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates.

3. Does Maxicare accept my CWT endorsement to the Agent via email?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates.

4. Does Maxicare accept my CWT endorsement to the Broker via email?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates.

5. Does Maxicare accept my CWT endorsement to the Treasury via email?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates.

6. Does Maxicare accept my CWT endorsement to the Treasury, Agent, Account Officer, Brokers and other Maxicare personnel via email?

We recommend you to submit your BIR CWT via google form (https://bit.ly/CWTManagementHub) for proper monitoring and avoid missing certificates

7. Can I submit CWT using non Gmail accounts?

CWT Management Hub requires Gmail accounts only. You may do the following steps to access it:
a) Customer to create a Gmail account.
b) Customer to access the google form link using the created Gmail account.
c) Customer to input all required and necessary details then submit.

8. Why can't I access the google form link?

The google form link may be incorrect. Try again to access it by clicking the provided link. Don’t remove any details in the URL.

You are not connected to the internet. Make sure that you are connected to the internet then click the provided google form link.

9. How can I determine if Maxicare receives my CWT endorsement?

An email confirmation will be sent to your email address indicated in the google form upon submission. Try to refresh the email and check the Spam messages.

10. How can I check if my CWT endorsement is approved or not?

An email about your CWT status will be sent to your email address indicated in the google form upon submission. Try to refresh the email and check the Spam messages.

11. What will I do if my CWT is disapproved but no provided reason?

You may email us at CWTManagementHub@maxicare.com.ph.

12. What would I do if I encountered an error upon submission of CWT?

You may access again the google form link (https://bit.ly/CWTManagementHub) and re-submit the CWT.

1. What should I do if I encounter an iPay88 system (Payment page) downtime/error?

a. Refresh the page.
b. Close the browser then access again the SVP and repurchase.

2. What should I do if my payment failed even though I used a valid debit/credit card?

a. Refresh the page.
b. Close the browser then access again the SVP and repurchase.
c. Use another debit/credit card. Make sure that it is a Philippine issued card with the brand of Visa, Mastercard, JCB or American Express for credit card and Visa and Mastercard for debit card.

3. What should I do if I did not receive the iPay88 payment confirmation via email?

a. Access the email address entered in the Transaction/Payment page.
b. Refresh the email.
c. Check the Spam folder.

4. What should I do if I did not receive the Official Receipt (OR) via email?

a. Access the email address provided in the Maxicare Sales Viewpoint application.
b. Refresh the email.
c. Check the Spam folder.

5. What should I do if I did not receive the Purchase Summary via email?

a. Access the email address provided in the Maxicare Sales Viewpoint application.
b. Refresh the email.
c. Check the Spam folder.

6. How can I determine if my purchase was successful?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information:
1. SVP Seller’s Name
2. SVP Transaction Reference No.
3. Amount
4. Email Address (if applicable)
5. Date Transacted (if applicable)
6. iPay88 Reference No. (if applicable)
7. Official Receipt No. (if applicable)
8. Description of Error
9. Screenshot (if possible)

7. What should I do if I request for a refund?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information to validate and facilitate your request.
1. SVP Seller’s Name
2. SVP Transaction Reference No.
Amount
3. Email Address (if applicable)
4. Date Transacted (if applicable)
5. iPay88 Reference No. (if applicable)
6. Official Receipt No. (if applicable)
7. Reason for refund

8. What should I do if I request for a refund?

Email Maxicare L1 Support (customercare@maxicare.com.ph) with the following information to validate and facilitate your request.
a. SVP Seller’s Name
b. SVP Transaction Reference No.
c. Amount
d. Email Address (if applicable)
e. Date Transacted (if applicable)
f. iPay88 Reference No. (if applicable)
g. Official Receipt No. (if applicable)
h. Reason for refund

9. What are the reasons why I cannot proceed to payment?

a. Email address was entered incorrectly.
b. Mobile number was entered incorrectly.
c. Both email address and mobile number were entered incorrectly.
d. Entered mobile number was invalid.
e. Client inputs an invalid email address.

10. What will I do if the system is not accessible?

a. Refresh the page.
b. If solution (a) did not work, restart the browser and go to the page again.
c. If solution (b) did not work, check if the internet connection is stable then go back to the page.
d. If solution (c) did not work, clear the browser’s cache and data then go back to the page.
e. If solution (d) did not work, try using another browser then go back to the page.
f. If solution (e) did not work, try using another device or network then go back to the page.

11. How can I determine if my connection is secured?

a. Make sure that the web address starts with “https://” and not “http://” then go to the page again.
b. If solution (a) did not work, restart browser and go back to the page again.
c. If solution (b) did not work, check if the internet connection is stable then go back to the page.
d. If solution (c) did not work, clear the browser’s cache and data then go back to the page.
e. If solution (d) did not work, try using another browser then go back to the page.
f. If solution (e) did not work, try using another device or network then go back to the page.

12. What should I do if I cancelled my payment transaction during 3D authentication of the card that I used?

You may re-process the payment by accessing the SVP system.

13. What should I do if I cancelled my payment transaction?

You may re-process the payment by accessing the SVP system.

14. What should I do if the bank rejected my transaction?

Please contact your bank for more information. Some of the error messages are:
a. Fail (Activity amount limit exceeded)
b. Fail (Allowable number of PIN-entry tries exceeded)
c. Fail (Bank Declined Transaction)
d. Fail (Bank rejected transaction)
e. Fail (Card issuing bank does not honor the transaction)
f. Fail (Card reported lost)
g. Fail (Expired card)
h. Fail (Incorrect PIN (Visa Cash-invalid or missing S1 signature))
i. Fail (Insufficient funds)
j. Fail (Invalid card number (no such number))
k. Fail (No such issuer)
l. Fail (Pick up card / Stolen card)
m. Fail (Refer to cards issuer)

15. What should I do if I encountered a merchant fraud rule?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:
a. FAMS_Exceed per User Max Day Limit
b. FAMS_Exceed per User Max Month Limit
c. FAMS_Exceed per User Max Per Trx Limit
d. FAMS_Exceed per User per Trx per Card
e. FAMS_Exceed per User per Trx per Day
f. FAMS_Exceed per User per Trx per Week
g. FAMS_Insufficient data to validate!
h. FAMS_Rejected – BIN
i. FAMS_Rejected – Blacklisted BIN
j. FAMS_Rejected – Blacklisted CC
k. FAMS_Rejected – Invalid IP
l. FAMS_Rejected – Blacklisted IP
m. FAMS_system encountered a problem, sorry for any inconvenience caused – WS
n. FAMS_System error, please contact system administrator! – VT
o. FAMS_System error, please contact system administrator!! – VT
p. Transaction does not pass all risk checks.

16. What should I do if I encountered an error due to invalid card details?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:
a. Invalid credit card number
b. Invalid parameters (Invalid Amount)
c. Invalid parameters (Invalid User Email)
d. Invalid parameters (Payment Not Allowed)

17. What should I do if I encountered an iPay88 system error?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:
a. M88Admin
b. Not Operational*Check application server/cache server and Restart Application

18. What should I do if I cannot pay because I exceeded the maximum amount per transaction?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance.

19. What should I do if I encountered bank related issues/errors?

Please contact your bank for more information. Some of the error messages are:
a. Payment Fail
b. Payment Fail (Approved)
c. Payment Fail (Bank Decline Transactions)
d. Payment Fail (Bank Declined Transaction)
e. Payment Fail (Card issuing bank do not honor the transaction)
f. Payment Fail (Declined)
g. Payment Fail (E5431-05091204: Invalid Field : CardNum)
h. Payment Fail (E5431-05100959: Invalid Field : CardSecurityCode)
i. Payment Fail (Expired Card)
j. Payment Fail (Insufficient Funds)
k. Payment Fail (Invalid card number (no such number))
l. Payment Fail (Pick up card / Stolen card)
m. Payment Fail (Refer to cards issuer)
n. Payment Fail (Referred)
o. Payment Fail (Timed Out)
p. Payment Fail (Unspecified Failure)
q. This credit card is not supported

20. What should I do if I encountered an iPay88 system error?

Please contact iPay88 at support@ipay88.com.ph or (02)511-8688 for assistance. Some of the error messages are:
a. Permission not allow
b. Secure hash not match
c. Signature not match
d. Success but incorrect amount

21. What should I do if I encountered system downtime/timeout (i.e. Transaction Expired, Transaction Timeout?

a. Refresh the page.
b. Close the browser then access again the Online Payment and reprocess the payment.

22. What should I do if I encountered an error “Transaction does not pass all risk checks.”?

a. Check if the card being used for payment is a Philippine issued card.
b. Check if this is a:
1. Visa, Mastercard, JCB and Amex credit card
2. Visa and Mastercard debit card

CONNECT WITH US

Product Inquiry Hotline

+632 7798 7770

24/7 Customer Care Hotline
+ 632 8582 1900 (PLDT)

+ 632 7798 7777 (GLOBE)

 
24/7 Customer Care Email
customercare@maxicare.com.ph
 
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