Frequently Asked Questions

PayLoro is the newest eWallet App in the Philippines that aims to deliver convenience to its users through e-Wallet services such as bills payment, send money, cash-in/cash-out, eLoad, QR payment, and remittance.

1. You may download PayLoro from the following:

• Google Play Store for Android Devices
• App Store for Apple Devices
• App Gallery for Huawei Devices

2.  Once the download is complete you may now register for a PayLoro Account.

After successfully downloading PayLoro App:

1. Carefully Read and Accept TERMS and CONDITIONS
2. Click the “GET STARTED” button
3. Click the “REGISTER” button
4. Fill out the required details (MOBILE NUMBER and EMAIL)
5. Input OTP sent to your mobile number and email
6. Create and input MPIN that will act as your password for your eWallet
7. Fill out the form with your BASIC INFORMATION
8. Take a SELFIE for VERIFICATION
9. SCAN one GOVERNMENT/NATIONAL ID
10. SCAN (3) signatures on a plain white background
11. Input the ID Number of your ID provided.
12. Once you are done, wait for the confirmation message and your PayLoro account will be activated within 24 hours or less.

• Driver’s License (Philippines)
• UMID - Unified Multipurpose ID
• PRC issued – After 09/2019
• Postal ID
• Passport
• Chinese Passport
• NBI Clearance
• Integrated Bar of the Philippines (IBP)
• SSS ID w/ Date of Birth
• Voter’s ID

We require these steps for identity verification as a means to help you protect your account.

PayLoro can only be used by those of legal age (18+).

We currently only accept foreign nationals with a Chinese passport. For other foreign nationals, you can still get fully verified if you possess any valid Philippine ID listed upon registration and if you use a Philippine mobile number.

After finishing the registration process, the PayLoro team will send an email updating you if the verification was successful or not. 

If you received an email from the PayLoro team stating your registration was not successful, you may register again taking into account the reason for the failed verification.

Please be informed that all email updates for the registration process will state the reason why your registration was not successful.

PayLoro follows one (1) account per user policy, this is to ensure the security of all PayLoro users.

PayLoro's services can only be used in the Philippines for now, but the App can already be downloaded in these countries:

• Philippines
• China
• Macao
• Hongkong
• Taiwan
• Qatar
• Jordan
• Uae
• Saudi Arabia
• Oman
• Bahrain
• Kuwait

From the PayLoro App:

1. Click the "Forgot password" link in the app.
2. Enter your mobile number.
3. You will receive a link to reset your password in your e-mail.
4. You will receive a confirmation SMS that your password has been changed

To change the mobile number linked to your PayLoro account:

• Activate a new mobile number.
• Call any of our customer service hotline numbers (02) 8539 5360 or +639190560705 and request to change the mobile number linked to your PayLoro account.
• Download PayLoro app.
• Log in to your PayLoro account using your new mobile number and existing password.

If you linked a prepaid/postpaid mobile number to your PayLoro account:

• Retain the same number.
• To recover your prepaid mobile number, call your mobile service provider and request a new SIM card.
• Install your new SIM card into your device.
• Download the PayLoro app on your device.
• Login to your PayLoro account using your mobile number and existing password.

From the PayLoro App:

1. Click the 3 lines in the upper right-hand corner.
2. Select Account Maintenance.
3. Tap Change Mobile Pin.
4. Enter current Mobile Pin.
5. Enter and confirm new Mobile Pin
6. Click UPDATE

1. Never share your MPIN, OTP, and other personal information on your PayLoro App.
2. Check your eWallet and transaction history on a regular basis.
3. If you suspect any unauthorized transaction on your PayLoro App, contact customer service immediately.

PayLoro shall have the right to automatically suspend or block the PayLoro Wallet in the event that PayLoro has reason to believe that the PayLoro Customer’s PayLoro Wallet may be used for fraudulent or suspicious transactions or by an unauthorized person.  PayLoro may, but shall not have, the obligation to inform the PayLoro Customer prior to suspending or blocking the PayLoro Wallet for such reason.  

You can also see our T&C on our website www.payloro.com

In the event that someone hacked your PayLoro account, please contact customer service for immediate action, we can temporarily block your account to avoid future unauthorized transactions.

Call or email our customer service for the request. We need to verify your account before we proceed. Please provide the necessary verification questions below:

1. Complete name on the account, including middle name
2. Registered mobile number on the account
3. Registered email address on the account
4. Valid ID used/ID number on file

PayLoro’s eWallet limit is PHP 100,000 per month.

There is no minimum maintaining balance required.

ATM Withdrawal - the standard ATM withdrawal fee would be Php 12.00.

Convenience fees will depend upon the merchant partner.

PHP 100,000 is the monthly eWallet limit set by the Bangko Sentral ng Pilipinas. PayLoro is working on increasing the eWallet limit to serve you better.

You may contact any of the following for customer care:

Customer service hotline - 85395360 or +639190560705

Customer service email - cs@payloro.com

Social media sites (Facebook and Instagram) - @PayLoroPH

You may file a complaint within 7 days from the date of the transaction.

It will take 24 hours-30 days to resolve the complaint that was filed, but we’ll make sure to help you with your concern ASAP.

Our customer service representatives will be glad to help you out. Give us a call at 85395360 or +639190560705 for any questions our FAQ page hasn’t answered.

You may sign-up via our Merchant Application Form or email sales@payloro.com

For both options:

• Our sales team will contact you regarding your application and documents provided
• Our sales team will review the documents you submitted for verification
• After verification, contract signing and onboarding will be done
• Our Sales Officer(s) will then schedule a store visit/dress-up to deliver merchandise materials and QR code.

If you already have a personal account and want to be a merchant partner, contact sales@payloro.com or fill out our Merchant Application Form: https://forms.gle/C4wQQRcTR6KzMDbZ9  to apply.

After verification from our Sales Team, we will then change your Individual account to a Merchant Partner account with your own QR Code for accepting payments from customers.

• No franchise, investment, and annual fees.
• Free marketing collaterals (Tarpaulins, QR Code stand, posters, etc.)
• No quota.

Via the QR Code that will be provided to you. You need to show your store's QR Code to the PayLoro customers to accept payments.

• If the customer sent more than the required amount, you could send the excess back to the customer using "Send Money" on PayLoro App.
• If the customer sent less than the required amount, you could ask them to send another payment via QR Code for the remaining amount needed.
• All QR Payment transactions will be recorded real-time on your Merchant Partner dashboard for your reference.

Kindly contact any of our Customer Service numbers: 85395360 or +639190560705. You may also email them at cs@payloro.com

1. Open your PayLoro App
2. Tap "Pay QR"
3. Scan QR code
4. Enter the exact amount
5. Confirm the transaction and enter MPIN
6. A confirmation code via SMS will be sent after the transaction is completed

The merchant partner and customer need an internet connection as PayLoro App cannot be accessed and used offline.

QR payment on PayLoro App is currently limited to PayLoro subscribers only.

Restart your PayLoro App if any problem occurs.

For further assistance, you can call our Customer Service hotline numbers: 85395360 or +639190560705.

No, the generated QR Code does not expire.

Yes, you can download PayLoro App and create an account.

PayLoro App's services can only be used in the Philippines for now, but the App can already be downloaded in these countries:

1. Philippines
2. China
3. Macao
4. Hongkong
5. Taiwan
6. Qatar
7. Jordan
8. Uae
9. Saudi Arabia
10. Oman
11. Bahrain
12. Kuwait

Currently, this service is not yet activated but it will be up soon on PayLoro App!

Currently, this service is not yet activated but it will be up soon on PayLoro App!

Yes, you can send money to non-PayLoro users via "Cash-out" or "Send Money" then "Send to Others" on PayLoro App.

Yes, a non-PayLoro user can send money to a PayLoro eWallet via Over-the-Counter transactions from a PayLoro partner outlet.

There is no convenience fee when sending from a PayLoro eWallet to another PayLoro eWallet.