QR Ph troubleshooting

Can't scan a QR Ph code?

If you’re having trouble scanning a QR Ph code, it could be because:

• The QR code is not QR Ph
• The QR code is for a personal account, not a merchant
• The merchant may be blocked from receiving payments
• Your internet connection is weak

👉 Please check the QR code and your connection, then try again.

If the issue continues, chat with us in the Skyro app, boss.

How the merchant confirms your QR Ph payment

Boss, after you scan and pay with QR Ph, the merchant can confirm it in a few ways:

1. Instant notification
   Their banking app, terminal, or payment system will receive a “Payment Received” alert right away
2. Transaction history
   The payment usually appears right away in their app, system, or SMS
3. Reference number
   You can show your reference number on your confirmation screen, so the merchant can match it in their system

Payment deducted but merchant didn’t receive it?

Don’t worry, boss. This can happen sometimes.

This can happen due to network delays or system updates, depending on the type of QR Ph code used.

Read below to see what you can do next for Static vs Dynamic QR Ph payments.

Static QR Ph (printed) → payment might be delayed

If you made a purchase using Static QR Ph, follow these steps:

1. Ask the cashier to check the SMS using your reference number.

• It usually arrives quickly
• But if not, it might be due to weak signal, a full inbox, or the cashier checking the SMS on the wrong phone or number

2. Try asking the cashier to restart the phone or turning mobile data on/off to fix the connection

3. If the issue continues, report it in the Skyro app chat, boss

Dynamic QR Ph (on-screen) → delay in the merchant’s system or payment processing

If you made a purchase using Dynamic QR Ph, follow these steps:

1. Please ask the cashier to check the terminal and the printed receipt.

• Payments usually go through in seconds,
• Delays may happen due to the merchant’s system or payment processing.
• If it failed on their end, the transaction slip helps us fix it faster.

2. If the issue continues, report it in the Skyro app chat, boss

What you can also do

• Ask the merchant to check their transaction notifications
• Show your payment reference number.
• Check your SkyroCredit transaction history for confirmation
• Chat with us in the app to report the issue and get help

Your consumer rights after a successful QR Ph payment

Boss, if your QR Ph payment was successful and you have a reference number, you have the right to:

• Use the reference number as proof of payment
• Get assistance if the payment doesn’t post correctly. Just contact Skyro Customer Support and share your reference number.
• Request a review or correction. If there’s a delay, duplicate charge, or incorrect amount, Customer Care can help look into the issue.

Can the merchant refuse to release your purchase?

If the amount has already been deducted from your SkyroCredit, the payment is considered successful.

👉 The merchant should release your purchase.

What if the merchant refuses?

• Do not pay again using SkyroCredit or SkyroPondo
• Chat with the Customer Care team in the Skyro app so we can check the transaction

Need the item right away?

You may choose to pay using another method (like cash), boss.

What if a merchant doesn’t accept QR Ph?

You can still try to pay

Don’t worry, boss.

If the merchant accepts QR Ph, you can usually still pay with SkyroCredit, even if they say they don’t “work with Skyro”.

👉 QR Ph is designed to work across different payment providers.

Under BSP Circular No. 1055, all payment service providers (PSPs) are required to put the safety of both payers and payees first when it comes to QR-enabled payments.

Here’s what you should know:

• BSP requires all PSPs to follow the National QR Code Standard.
• This means QR Ph is interoperable — it works across different payment providers.
• In short, any merchant with a QR Ph code should accept payments from any PSP, no matter which provider they use.

Why some merchants don’t accept QR Ph

Yes, it can happen. Some merchants may:

• Only accept specific apps (like GCash or Maya)
• Use personal QR codes linked to their own account

👉 These QR codes are not QR Ph, so they don’t work across all providers.

This usually happens because:

• Many small merchants use personal QR codes linked to their own wallet or bank.
• These QRs work only within that specific app, not across all providers.

So if it’s not a QR Ph code, your payment options may be limited to the app shown on the QR. You can also pay with cash instead.

Need more help?

If you experience any issues, please chat with the Customer Care team in the Skyro app.

If you don't have access to the Skyro app, you may email care@skyro.ph, chat with us on Facebook messenger, or call these numbers:

• +63 919 1700 700
• +632 8540 3344