How to Fill Out and Submit the Maya Account Management Form

The Maya Account Management Form is a one-page PDF you fill out when you need Maya’s compliance team to make a change the app itself won’t let you make: switching your registered mobile number, reactivating a dormant or locked account, cancelling a duplicate account, or transferring a remaining balance to another Maya wallet.¹ Download the PDF, complete only the section that matches your request, sign it, and send it in through the Maya app’s Help Center chat with a clear copy of a valid government ID. Most requests come back within two business days.²

What the Four Sections Cover

The form has a shared header at the top and then four separate request blocks. You only complete the one that applies to you and leave the rest blank.¹

Change registered mobile number, for a lost or stolen phone or SIM, a disconnected or defective SIM, or simply switching numbers.
Reactivate account, for accounts frozen from inactivity or locked after a lost or stolen device. Dormant accounts need a cash-in of at least ₱200 before reactivation can proceed.
Fix a duplicate account, if you accidentally opened more than one Maya wallet and need to identify which to keep and which to cancel.
Transfer of balance, to move a remaining balance from one Maya wallet to another. The form recognizes three reasons: a voluntarily closed account, a duplicate account, or the death of the account holder.

Where to Download the Form

The PDF is hosted on Maya’s website at maya.ph/hubfs/Maya%20Support%20Files/Account%20Management%20Form.pdf. You can also request the link from a support agent by logging into the Maya app, tapping your profile, selecting Get help, and then Chat with us.³ For a mobile number change on its own, Maya also runs a dedicated online form at support.maya.ph/s/changemin that lets you upload documents and submit in one step, so the PDF is only strictly needed for duplicate accounts and balance transfers.²

Filling Out the Form

Header

Every submission needs your full name as it appears on your Maya account and your date of birth in DD/MM/YYYY format.¹ Check both against your profile before you sign. A name or birthdate that doesn’t match your registered details is one of the fastest ways to have a request held for review.

Change Maya-Registered Mobile Number

Write your current Maya-registered number, the new number you want on the account, and tick the box that describes why: lost phone or SIM, stolen phone or SIM, disconnected or defective SIM, changing mobile number, or Others with a blank line for your explanation.¹

Three conditions have to be true for the change to go through. The new number can’t already be registered to another Maya account. You must not have changed your registered number within the last 30 days. And the name on the ID you submit has to match the name on the account.²

Once the switch is done, it can’t be reversed. Your balance and transaction history follow you to the new number, but any unclaimed rewards, cashback, and vouchers tied to the old number are lost.⁴

Reactivate Account

Enter your Maya-registered mobile number and tick the reason: dormant account, lost phone or SIM, or stolen phone or SIM. If your account went dormant from inactivity, you need to have already loaded at least ₱200 into it before you submit. If the reactivation is tied to a lost or stolen device, you need to have already regained access to the number itself, for example by recovering your SIM from your carrier.¹

Fix a Duplicate Account

Write the mobile number of the account you want cancelled and the mobile number of the account you want to keep, then give a short explanation of how the duplicate happened. The compliance review is confirming that both accounts belong to the same person before the extra one is closed.¹

Transfer of Balance

Fill in the source Maya wallet number, the target account holder’s name, the target Maya wallet number, and the exact amount you want moved. Tick one of the three qualifying reasons: voluntarily closed account, duplicate account, or deceased account holder.¹ For a transfer from a deceased person’s account, expect the compliance team to ask for additional documentation such as a death certificate or proof of your legal relationship to the account holder.

Signature

Sign and date the form at the bottom and print your name clearly under the signature. Match the signature to the one on the ID you’re submitting. A signature that doesn’t match is one of the most common reasons a submission gets flagged.

IDs You Need to Attach

Every submission must include a clear copy of a valid, non-expired government-issued ID. Maya accepts any one of these primary IDs:⁵

Philippine National Identity Card (PhilSys ID) or ePhilID
SSS ID (digitized version with photo)
PRC ID
Postal ID issued 2015 onward
Passport
Driver’s License
UMID

If you don’t have any of those, Maya accepts two secondary IDs submitted together: a PhilHealth ID and a TIN ID.⁵ Minors aged 7 to 17 need their own valid ID plus a parent or guardian’s primary ID and a signed parental consent form.⁶

Make sure the photo and all text on the ID are legible. Blurry or cropped images are a frequent cause of rejected submissions. If you’re photographing the card, use good lighting and lay it on a flat, dark surface for contrast.

How to Submit

The most direct route is through the Maya app’s Help Center. Log in, go to your profile, tap Get help, then tap Chat with us at the bottom. Choose the topic that matches your request, and when the chat prompts you, tap Raise a ticket and attach both the completed form and your ID copy.³

If you’d rather call, Maya’s hotline is open daily from 8 AM to 7 PM at +632-8845-7788, or 1800-1084-57788 toll-free for PLDT users, and a representative can walk you through the submission.³ For a mobile number change on its own, the dedicated online form at support.maya.ph/s/changemin handles the whole request in one step.²

Processing Time and Follow-Up

Mobile number change requests are processed within two business days.² Account reactivation also takes up to two business days depending on the verification involved.⁷ Maya doesn’t publish separate timelines for duplicate account fixes or balance transfers, but the same compliance team handles all four request types.

You’ll get a notification by SMS or email once the update is complete. If something is wrong, an unreadable ID, a signature mismatch, or a new number already tied to another account, Maya’s support team will reply through the same ticket or chat thread with what to fix.

What This Form Doesn’t Do

Two common changes go through other channels, not this form. Name, birthdate, or address changes are handled through the Maya app’s account profile and upgrade flow; if your account is already upgraded, you can ask for a name or information update through the in-app support chat.⁸

Account closure also doesn’t require this form. First empty your balance by spending it, paying bills, buying load, withdrawing at a BancNet ATM, or transferring it out. Then open the Maya app, tap the Help Center icon, scroll to the bottom, tap Chat with us, and tell support you want to close the account. You can also close it over the phone by calling the hotline during business hours.⁹

If Your Request Is Denied

When a request is rejected or put on hold, Maya points you to the in-app support chat. Log in, tap the Help Center icon, scroll down, and tap Chat with us. From there you can ask to speak to a representative or open a follow-up ticket with corrected documents.¹⁰ Maya doesn’t publish a formal internal appeals process with fixed deadlines, so the practical path is following up through the chat channel.

If you’ve exhausted Maya’s internal support and still consider the concern unresolved, the Bangko Sentral ng Pilipinas runs a consumer assistance channel for complaints against BSP-supervised financial institutions, reachable through the consumer protection portal on the BSP website or by email at bspmail@bsp.gov.ph.¹¹

1
Maya. Maya Account Management Form
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Maya Support. How Do I Change My Maya-Registered Mobile Number
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Maya. Maya – Contact Us
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Maya Support. I Lost the Phone or SIM With the Number Registered to My Maya Account
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Maya. Upgrade Account to Get More Out of Maya
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Maya Support. I Do Not Have All the Requirements to Upgrade My Maya Account
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Maya Support. I Want to Regain Access to My Blocked Maya Account
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Maya Support. How Do I Change the Name, Mailing Address, and Birthdate Registered to My Account
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Maya Support. How Do I Close My Maya Account
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Maya Support. My Maya Account Upgrade Application Was Put on Hold or Declined
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Bangko Sentral ng Pilipinas. Inclusive Finance – Consumer Protection