I just purchased from the Smart Online Store. And I need help.

Let’s begin with what you bought or applied for:

What should I do if I have not received it on my phone or gadget?

First, the system should fully confirm a successful transaction after checkout and payment.

For add-on subscription or purchases, you will be charged to your current load for prepaid or on-top of your bill for most postpaid plans (All-In plans are within the plan amount as long as cost does not exceed plan amount).

Online eLoad purchases will be charged to user's locally issued Bancnet ATM or debit card. After your successful eLoad transaction, we encourage you to check your My Smart account to easily confirm your current balance.

Sometimes, we may experience downtimes or delays in the systems. As long as the purchase has been confirmed (we will show a confirmation page telling you of the purchase completion), you should expect to receive your purchase. Also, the system will show error pages and details should we encounter any problems on the purchase – this means that the transaction was not completed.


Can I refund my eload purchase?

It is not possible to cancel an order once the payment has been confirmed by our payment gateway.


How do I contact you?

You may contact us through here: http://www1.smart.com.ph/help/contact/

Or file an inquiry here: http://store.smart.com.ph/contact/


What details about my purchase should I provide to your customer service representatives should I have inquiries or concerns?

Please make sure that you have the following ready:

  • order reference number/transaction number
  • service request number, if applicable
  • personal details
  • complete order details