Wondering why and how you can upgrade your Maya account? You’ve come to the right place!

Why do I need to upgrade my Maya account?

For our users’ security and protection, the Bangko Sentral ng Pilipinas (BSP) requires institutions like Maya to verify customers’ identity before allowing them to transfer or withdraw money.

For this, Maya users need to submit one or more valid ID along, with other information. This also mandates us to confirm that the information given to us is correct through face-to-face or video call verification.

Maya customers would need to have their account upgraded through the KYC or “Know Your Customer” process to do the following:

Withdraw cash from your physical Maya card

After you’ve successfully upgraded your Maya account, you can now withdraw cash from any Bancnet ATM locally and Visa Plus ATMs abroad.

Also, almost all ATMs in the Philippines (BDO, Metrobank, BPI, etc.) are Bancnet partners, so withdrawing from your Maya should be a breeze!

Send money through the Maya app

You can transfer money from your account to another person’s Maya wallet through the Maya app.

If the person you’re sending money to doesn’t have an upgraded account yet, that’s okay! They don’t need to upgrade to receive money.

But if they want to send money to others as well, they will need to upgrade their account first.

How do I upgrade my Maya account?

Easily upgrade your Maya account by following the steps below:

Upgrade your account through your Maya app

Step #1: Log in to your Maya app, then tap “Menu” (top left for Android) or “More” (bottom right for iOS).

Step #2: Tap “Upgrade for Free”.

Step #3: Fill in the required information, upload a clear photo of at least one primary ID then tap “Submit”. See the list of accepted IDs here.

All photos you upload should be well-lit, clear, and have the IDs entirely visible (no parts covered).

Minors aged 17 years old and below must present one (1) primary ID or two (2) secondary IDs from themselves and their parent or guardian. See the complete list of valid IDs here!

Step #4: Wait for an in-app or SMS notification from Maya with your upgrade verification code.

Note it down – you’ll need to provide it during your KYC video call!

Step #5: Tap “Start Video Call” to talk to an on-duty Upgrade Officer who will validate your application.

Minors (17 years old and below) must present the following additional documents during the video call:

Parental Consent Form signed by a parent or guardian
Copy of your birth certificate
Proof of legal guardianship, if applicable (for legal guardians other than the minor’s biological parents, e.g. adoption forms)

There may be a queue depending on the volume of requests, but our Upgrade representatives will do their best to accommodate everyone who requests for a video call within the day!

Here are a few final reminders!

Upgrading is free!

If you encounter any suspicious request or if asked to pay a fee for account upgrading, feel free to message us anytime on our official Facebook page, @MayaOfficial, or our official Customer Service page, @MayaCares. Both accounts are verified, so look for the check mark!