SCAMMED? The 3-Step Guide on How to Report a Scam in Maya App

Last Updated on September 9, 2025

Nakakatakot at nakakakaba, ‘di ba? You just received a fake text message, a suspicious call, or you realized your money is gone from your Maya account because of a scam. The first reaction is to panic, but stop. Take a deep breath. Getting scammed is a horrible experience, but the most important thing you can do now is to act quickly and correctly. This comprehensive guide will walk you through the exact steps you need to take to report a scam, protect your account, and hopefully, get the help you need. I’ve been there, so trust me, following the right process is key to a successful report.

We’ll cover the immediate steps you should take, the official way to file a report with Maya, and what information you need to prepare. Remember, the goal is to make sure this doesn’t happen to you or anyone else again. Your report helps make the digital community safer for everyone.

Key Takeaways:

• Act Fast: Secure your account and gather evidence immediately.
• Official Channels Only: Use only the Maya app or hotline to report.
• Prepare Documents: You will need screenshots and transaction details.
• No Guarantees: While refunds are not guaranteed, reporting is a must.

Step 1: What to Do IMMEDIATELY After a Maya Scam

Time is of the essence. The faster you act, the higher the chance of a good outcome. Here is a checklist of what you should do right away:

• Secure Your Account: The very first thing you should do is change your Maya PIN and password immediately. If a scammer has access to your account, this will prevent them from making further transactions.
• Take Screenshots: Gather all evidence. Take screenshots of the scammer’s messages (SMS, chat app, or email), the transaction details in your Maya app, and any other relevant information. This evidence is crucial for your report.
• Do Not Delete Anything: Do not delete any messages or block the scammer yet. You need to preserve all of the evidence for your report to Maya and potentially, to law enforcement.
• Check All Transactions: Review your transaction history to see if there are other unauthorized transactions you may have missed.

Step 2: The Official Way to Report a Scam in the Maya App

Once you have secured your account and gathered your evidence, it’s time to file a formal report. Maya has a dedicated team to handle these concerns, and using the official channels is the only way to get a proper investigation started. Do not trust any other website or contact information you find online; these could be scams themselves.

Filing a Report via the Maya App’s Help Center:

1. Log in to Your Maya App: On the home screen, tap your profile picture or the profile icon on the upper-left corner.
2. Go to “Get Help”: Scroll down and tap “Get Help.”
3. Submit a Ticket: Inside the Help Center, you will see an option to “Chat with us” or “Raise a ticket.” Choose the best option for your concern. For a fraud report, it’s often best to raise a ticket to ensure you get a case reference number.
4. Fill Out the Form: The form will ask for your contact details and a description of your concern. Make sure to choose “Fraud or Scam” or “Unauthorized Transaction” as the topic.
5. Attach Evidence: Upload all the screenshots and evidence you gathered. This is the most important part of your report.
6. Submit and Get a Reference Number: Once you submit your report, you will receive an email acknowledgment with a reference number. Keep this number safe! It is your proof that you have reported the incident, and you will need it for all future follow-ups.

What Information You Need to Prepare for Your Report:

To make the process as fast as possible, prepare the following details before you file your report:

• Your full name and Maya-registered mobile number.
• The exact date and time of the fraudulent transaction.
• The amount of money involved.
• The reference number of the transaction (you can find this in your Maya transaction history).
• The mobile number or account name of the scammer.
• A clear and detailed story of what happened (a timeline of events).

Step 3: What Happens Next? And What If My Report Is Unresolved?

After you have filed your report, Maya will conduct an investigation. You can expect a response via email, and they may ask for more information. While they do their best to resolve issues, it’s important to know what your options are if the resolution is not satisfactory.

Escalating Your Complaint:

If you feel that your report is not being handled properly or if the issue remains unresolved after a reasonable amount of time, you can escalate your complaint to higher authorities. This shows that you are serious and will help hold the scammers accountable.

• Bangko Sentral ng Pilipinas (BSP): As a regulated financial institution, Maya is under the supervision of the BSP. You can file a formal complaint with the BSP’s Consumer Assistance Management System (CAMS). The BSP has the power to mediate and resolve disputes between financial consumers and institutions.
• PNP Anti-Cybercrime Group (ACG) and NBI Cybercrime Division: For more serious scams, especially those involving large amounts of money or a network of scammers, you can file a formal complaint with the Philippine National Police (PNP) Anti-Cybercrime Group or the National Bureau of Investigation (NBI) Cybercrime Division. They can initiate a criminal investigation.

FAQs: Your Questions About Maya Scams, Answered

Q: Can I get my money back if I was scammed?

A: Maya will investigate your report, but a refund is not guaranteed. In most cases, especially if you willingly sent the money to the scammer, it is very difficult to recover the funds once they have been cashed out. However, if the transaction was unauthorized (e.g., your account was hacked), there is a higher chance of a successful reversal.

Q: What is the official Maya hotline?

A: The official Maya customer service hotline is (+632) 8845-7788. You can also dial 1-800-1084-57788 (toll-free via PLDT) or *788 (for free via Smart/TNT/Sun) for emergency assistance like lost phones or unauthorized transactions.

Q: What’s the difference between phishing and smishing?

A: Both are types of scams used to steal your information. Phishing usually involves a fake email that looks like it came from a legitimate company (like Maya). Smishing is the same concept, but it uses SMS or text messages to trick you into clicking a link or providing your details. Remember, Maya will never ask for your PIN, password, or OTP via email or text.

Conclusion: Stay Safe, Stay Vigilant

Being scammed is a frightening experience, but it is not the end of the world. By staying calm and following the proper steps to report the incident, you are not just protecting yourself—you are also helping the digital community become more secure. Always remember to use only official channels, keep your account information private, and trust your gut. If something feels like a scam, it probably is. Stay vigilant, stay safe, and use these tips to protect your hard-earned money.

For more helpful articles on how to use e-wallets and digital banking services in the Philippines, be sure to visit digitalhelpph.com for all your digital finance needs.