Smart Money MasterCardWhen Smart relaunched its mobile payment platform and dubbed it as “bagong pambayad ng bayan,” I thought it’s the best time to have my old, beaten, and recently misplaced Smart Money card replaced.

I have been using Smart Money to pay (via mobile-to mobile transfer) for goods I buy on ebay and to sell cellphone load to my friends and officemates.

A friendly customer care representative at Shangri-La mall assisted me in placing my replacement request, and I received my new Smart Money card after around a week. The first thing I noticed was that it didn’t look like the one being advertised, and it had a MasterCard Electronic logo instead of MasterCard. The last two digits of my Smart Money account number also changed.

When I activated the new card, the customer care officer on the phone assured me that the new Smart Money number printed on my card and the one from the lost card belong to a single account. She told me to just disregard the old account number and start using the new one.

I was glad that I didn’t have to wait long for it and that I could use it to withdraw money from any ATM.

Despite the disclaimer “Valid only where MasterCard Electronic is accepted” printed on my card, I still tried to use it on a website that requires MasterCard. As expected, it was declined.

I decided that I need to get another Smart Money card — this time the Mastercard version, which begins with 5299-67. The FAQ page on the Smart Money site says: “You can apply for a Smart Money MasterCard even if you already have a Smart Money MasterCard Electronic. To get your Smart Money MasterCard, please visit the nearest Smart Wireless Center.”

The same page also states that “a maximum of two (2) Smart Money MasterCards/Accounts may be linked to your Smart mobile phone.” Smart’s official account on Twitter, @SMARTCares, also told me in a direct message that “linking of 2 Smart money accnts to ur SIM is possible.”

So the next day, I went to the Smart Wireless Center at Gateway mall in Cubao. I was surprised when the customer care officer told me that I could no longer apply for another card since I already have an account linked to my SIM. He said I need to have another SIM card to apply for a new Smart Money account. But I didn’t want to buy a new SIM card and maintain a new Smart Buddy prepaid account. I asked if they could just unlink my existing Smart Money account from my SIM, and the reply I got was negative.

I consulted @SmartCares on Twitter again, and I was asked how many Smart Money accounts (active and inactive) do I own. I replied I have only one. However, discussing detailed problems such as this on Twiter was a bit difficult, so I called the Smart Money hotline and explained my problem.

If I could not apply for a new one, I told the custumer care officer, may I request that my MasterCard Electronic card be upgraded to the MasterCard version? The person on the phone cannot seem to differentiate MasterCard from MasterCard Electronic. I think she even thought that I just wanted to have the new design on my card. (I actually want both the new design and the online shopping functionality.) Upgrading my card is not possible, she said.

She also clarified that there can indeed only be one Smart Money account for each SIM card. I think Smart should rewrite the vague statements on the FAQ.

When I asked if we could just destroy the current account so I could apply for a new one, she said I should fax a letter and some required documents to 8457770. I will do as advised and see what will happen.

By the way, this problem reminds me of my Smart TextMail predicament. Through the years, I’ve been mostly satisfied with Smart’s mobile services (not including SmartBro). However, I wish Smart can solve little problems such as this.

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  1. Pangit ng smart money card..lack of info lng kulang bglang unable to process n agad, i already update my info bkit ganun unable to process prin…1 week ng mahigit..ano b yan

  2. Pangit ng smart money card..lack of info lng kulang bglang unable to process n agad, i already update my info bkit ganun unable to process prin…1 week ng mahigit..ano b yan

  3. hi pls help tried to call many times on smart money hotlines but it takes for how many hours but stlll no one answers i deposited at bdo sm san mateo last sat july 15,2017 but till now its not credited yet in my smart money account, callled bdo already but their answer was to call smart money??? anyone here can help me where i can email instead calling to their hotlines pls. thank u so.much.

  4. hi pls help tried to call many times on smart money hotlines but it takes for how many hours but stlll no one answers i deposited at bdo sm san mateo last sat july 15,2017 but till now its not credited yet in my smart money account, callled bdo already but their answer was to call smart money??? anyone here can help me where i can email instead calling to their hotlines pls. thank u so.much.

  5. Hello po bkit po di ako maka widraw sa smart money ko 🙁 ang sabi is sorry cannot transact with ur card.. take your card and transact with your own bank

  6. Hello po bkit po di ako maka widraw sa smart money ko 🙁 ang sabi is sorry cannot transact with ur card.. take your card and transact with your own bank

  7. Question lang po, have you guys experienced not getting to withdraw your money and ang message sa atm is no receipt available? Pero kaya namang makapag balance inquiry. I’ve tried on BDO, BPI and Metrobank ATM’s. Is there something wrong with smart money? Baka lang po, may nakakaalam. Thanks in advance.

  8. Question lang po, have you guys experienced not getting to withdraw your money and ang message sa atm is no receipt available? Pero kaya namang makapag balance inquiry. I’ve tried on BDO, BPI and Metrobank ATM’s. Is there something wrong with smart money? Baka lang po, may nakakaalam. Thanks in advance.

  9. Good Evening .
    I just want to ask if panu po or anu pwd kong gawin . kasi po nawala po simcard ko eh yun po yung naka connect sa ATM smart money ko ..
    Gusto ko po kasi ipagpatuloy yung paghulog ko dun ..
    Just Asking . thankyou

    1. Kailangan n’yo pong gumawa ng affidavit of loss at dalhin ito sa Smart Wireless Center kasama ang anumang katunayan na kayo ang may-ari ng SIM card, gaya ng SIM card jacket o transaction receipt sa pagpapa-load ng Smart Money. Tapos, mag-request po kayo ng SIM card replacement.

  10. Good Evening .
    I just want to ask if panu po or anu pwd kong gawin . kasi po nawala po simcard ko eh yun po yung naka connect sa ATM smart money ko ..
    Gusto ko po kasi ipagpatuloy yung paghulog ko dun ..
    Just Asking . thankyou

    1. Kailangan n’yo pong gumawa ng affidavit of loss at dalhin ito sa Smart Wireless Center kasama ang anumang katunayan na kayo ang may-ari ng SIM card, gaya ng SIM card jacket o transaction receipt sa pagpapa-load ng Smart Money. Tapos, mag-request po kayo ng SIM card replacement.

  11. pls activate namam po ng my smart money card ko, para magamit ko po sa atm transaction hindi po kasi matawagan ang hotline nyo, ito po ang smart money no. 5577516010356118. sana po matulungan nyo po ako.

  12. pls activate namam po ng my smart money card ko, para magamit ko po sa atm transaction hindi po kasi matawagan ang hotline nyo, ito po ang smart money no. 5577516010356118. sana po matulungan nyo po ako.

  13. My smart money account has been expired,my cousin sent to me 1000pesos last week,how can I get them??pls help

  14. My smart money account has been expired,my cousin sent to me 1000pesos last week,how can I get them??pls help

  15. I lost my sim and also my SmartMoney Card. Then I bought another sim and register again to get a SmartMoney account number. Then when I want to get a SmartMoney card, I signed the form and after a few days, the Smart calls me to verify my details. Apparrently, after that I call, I do not have any updates with regards on my request (last year I think.) Then when I call the SmartMoney hotline to ask about my request, a teller told me that I should have to submit an affidavit of loss regards with my lost sim and card that actually I almost forgot the details on them. What should I do?

  16. I lost my sim and also my SmartMoney Card. Then I bought another sim and register again to get a SmartMoney account number. Then when I want to get a SmartMoney card, I signed the form and after a few days, the Smart calls me to verify my details. Apparrently, after that I call, I do not have any updates with regards on my request (last year I think.) Then when I call the SmartMoney hotline to ask about my request, a teller told me that I should have to submit an affidavit of loss regards with my lost sim and card that actually I almost forgot the details on them. What should I do?

  17. My problem is totally not related to this post, but I might as well share my experience with Smart Money Call Center Hotline. I called them on December 16, 2015 requesting for a print out of my statement of account for the last 3 months. They charged a fee for this request right after I made the call. I was advised the request will be processed and mailed within 8 business days. It’s January 14, 2016 as of today, and they still have not sent out my Statement of Account via mail. I just phoned them half an hour ago and I keep on getting the old spiel that the request has been submitted but waiting for feedback from support department. This is my 4th call. I was advised to call after 24 hours for feedback. I was told the same thing on my 3rd call, but I decided not to call after 24 hours but give it a week. And now, they still have not done what they said they will. Such a waste of time really, and all this for a Statement of Account via mail. I will continue to monitor this service request, and hope I can file this for incident report in the proper channel.

  18. My problem is totally not related to this post, but I might as well share my experience with Smart Money Call Center Hotline. I called them on December 16, 2015 requesting for a print out of my statement of account for the last 3 months. They charged a fee for this request right after I made the call. I was advised the request will be processed and mailed within 8 business days. It’s January 14, 2016 as of today, and they still have not sent out my Statement of Account via mail. I just phoned them half an hour ago and I keep on getting the old spiel that the request has been submitted but waiting for feedback from support department. This is my 4th call. I was advised to call after 24 hours for feedback. I was told the same thing on my 3rd call, but I decided not to call after 24 hours but give it a week. And now, they still have not done what they said they will. Such a waste of time really, and all this for a Statement of Account via mail. I will continue to monitor this service request, and hope I can file this for incident report in the proper channel.

  19. Dear Sir
    I received by DHL the
    Master card
    Smart Money
    Electronic use only
    5299675961102108:
    5299
    Valid 07/15-07/17
    The card is issued by BDO bank,Inc

    I can’t use my card to pay the bill’s and get to money from atm machine
    I want pin number (4 digital number) to access to atm machine
    Also I want transfer some money to my wife account online
    When I put my card inside atm machine to get to some money. The machine ask for the password number(4 number) I don’t have the password number. Because when I receive the atm card by DHL. I didn’t find the. Pin number with the card
    so that i need to the password to use it when i access my card in atm machine to get to the money or when i going to pay somethings from the stories also i want the website and the username and the password to access inline to transfer the money

  20. Dear Sir
    I received by DHL the
    Master card
    Smart Money
    Electronic use only
    5299675961102108:
    5299
    Valid 07/15-07/17
    The card is issued by BDO bank,Inc

    I can’t use my card to pay the bill’s and get to money from atm machine
    I want pin number (4 digital number) to access to atm machine
    Also I want transfer some money to my wife account online
    When I put my card inside atm machine to get to some money. The machine ask for the password number(4 number) I don’t have the password number. Because when I receive the atm card by DHL. I didn’t find the. Pin number with the card
    so that i need to the password to use it when i access my card in atm machine to get to the money or when i going to pay somethings from the stories also i want the website and the username and the password to access inline to transfer the money

  21. Oh geez. Old problem na pala to. Until now ganito parin sila, they can’t unlink an old smart money account from your smart #. Haha!

  22. Oh geez. Old problem na pala to. Until now ganito parin sila, they can’t unlink an old smart money account from your smart #. Haha!

  23. March 01, 2012
    May I request from your good office to upgrade my smart money card No. 5577-5166-2299-6111 in the name of Gloria C. Villarina, address at Lianga, Surigao del Sur, Philippines.

    Thank and more poer

  24. March 01, 2012
    May I request from your good office to upgrade my smart money card No. 5577-5166-2299-6111 in the name of Gloria C. Villarina, address at Lianga, Surigao del Sur, Philippines.

    Thank and more poer

  25. i have already smart money the problem before is missplace
    now i f found my smart money but i dont know if already active
    coz since i get my smart money i not use it coz missplace?
    now can i use it again and i dontknow if its active?

  26. i have already smart money the problem before is missplace
    now i f found my smart money but i dont know if already active
    coz since i get my smart money i not use it coz missplace?
    now can i use it again and i dontknow if its active?

  27. I’m so glad I was able to read your blog before getting a Smart Money Card. I need either a debit or credit card to verify my accounts on Paypal and Alertpay so my only two options are either to get a Smart Money Card or a Union Bank Eon Card. I’m already set on getting the first option by applying online when I couldn’t access my existing Smart Money account number and that’s when I found this blog. I’m getting the Eon Card instead to avoid any more problems. Thanks for the info 🙂

  28. I’m so glad I was able to read your blog before getting a Smart Money Card. I need either a debit or credit card to verify my accounts on Paypal and Alertpay so my only two options are either to get a Smart Money Card or a Union Bank Eon Card. I’m already set on getting the first option by applying online when I couldn’t access my existing Smart Money account number and that’s when I found this blog. I’m getting the Eon Card instead to avoid any more problems. Thanks for the info 🙂

  29. @JAM: Yes you can apply for an additional one for to be linked to your Smart phone which already has an old account. It was clearly implied in FAQ, only two accounts per Smart SIM. The only problem with Smart Money especially when you apply directly to their Wireless Centers is that some (not all) of their customer reps don’t know how to provide correct information about their products. Basically, they are not well oriented, nor coached enough about their products and services. As quoted from Ederic’s blog, “I was surprised when the customer care officer told me that I could no longer apply for another card since I already have an account linked to my SIM. ” – this is a very wrong information given by the rep, he should have memorized first their FAQ before answering questions. Another wrong information, “She also clarified that there can indeed only be one Smart Money account for each SIM card. ” If only the CEO have heard them saying these wrong info, they would be kicked off.

  30. @JAM: Yes you can apply for an additional one for to be linked to your Smart phone which already has an old account. It was clearly implied in FAQ, only two accounts per Smart SIM. The only problem with Smart Money especially when you apply directly to their Wireless Centers is that some (not all) of their customer reps don’t know how to provide correct information about their products. Basically, they are not well oriented, nor coached enough about their products and services. As quoted from Ederic’s blog, “I was surprised when the customer care officer told me that I could no longer apply for another card since I already have an account linked to my SIM. ” – this is a very wrong information given by the rep, he should have memorized first their FAQ before answering questions. Another wrong information, “She also clarified that there can indeed only be one Smart Money account for each SIM card. ” If only the CEO have heard them saying these wrong info, they would be kicked off.

  31. @ederic sir we have same problem i also usually using a smart money card. since i have it is so important for me until now. but my problem i need to purchase or buy thru paypal and I noticed that the old mastercard electronic is not allowed and I heard from my friend it is now possible with the new one.
    this is my question can I apply another smartmoney card or upgrade my old one?

  32. @ederic sir we have same problem i also usually using a smart money card. since i have it is so important for me until now. but my problem i need to purchase or buy thru paypal and I noticed that the old mastercard electronic is not allowed and I heard from my friend it is now possible with the new one.
    this is my question can I apply another smartmoney card or upgrade my old one?

  33. How come i can no longer widraw cash using my cmartmoney card from landbank atm? The response i got was action not allowed..

  34. How come i can no longer widraw cash using my cmartmoney card from landbank atm? The response i got was action not allowed..