FAQs - Dragonpay

How can we help you?

Frequently Asked Questions

  • General
  • How do I pay?
  • Payments
  • Refunds
  • Transaction Issues
  • Dragonpay Credits

We are an online payment platform that allows consumers to buy online from e-commerce merchants without using traditional forms of payments like credit cards and PayPal. Instead, the buyer uses his online banking facility, e-wallet, or pays cash over-the-counter at physical retail channels. Dragonpay automatically monitors the online and offline payments and notifies merchants of a completed payment so they can ship the goods or render the service.

The login ID and password that is being prompted from you is your online or internet banking login ID and password with your bank. This is the same login ID and password you use when you check your bank account balance over the internet. Dragonpay does not require a separate ID and password other than the one you already have.

 

If you do not know your internet banking login ID and password, chances are you have not applied for one with your bank. Almost all full-service commercial banks provide online banking services to their clients for free. They go by different names. For example, BPI calls their internet banking BPI Express Online; RCBC calls theirs RCBC AccessOne; Metrobank calls theirs Metrobankdirect; and so on.

 

In addition to a login ID and password, some banks may require a separate transaction password to perform a financial transaction. Supported banks that require this include Unionbank, RCBC, and Chinabank. Make sure you have the correct transaction password when making an online payment through Dragonpay. Some banks provide a short expiration period for their passwords (ex. 3 months, 6 months). If it has been some time since you last used your internet banking facility, you may want to log in to your internet banking account first and make sure all your passwords are current.

 

Visit your bank branch to apply for online banking now.

Dragonpay uses industry-standard Secure Socket Layer (SSL) technology to protect the transmission of your data from your browser to our server. This is the same encryption technology used by all financial institutions worldwide. As a trusted online payment gateway in the Philippines, we do not store your online banking ID and password.

Once you choose our online payment gateway as your preferred payment method, you will receive an email from us containing your payment details and instructions on how to pay with your chosen bank or payment center. You may also view our detailed instructions to some of our channels by clicking the link/s below.

Make sure to follow the correct instructions and don’t forget to VALIDATE your payments for the following channels: BDO Online Banking, Chinabank Online & ATM/OTC Banking, Rural Net, and UCPB Connect.

If you have already made the payment but was not able to receive a confirmation, you may have:

  1. Missed performing the validation step as indicated on your instruction email (please go back to your instruction email and perform the validation process).
  2. Failed to pay the exact amount.
Please contact our Support Team via our live chat at Buyer Support.

If you are trying to validate your payment and received an error saying “transaction is too old”, please contact our Support Team via our live chat at Buyer Support so we can assist you better.

You may repurchase the item/goods or re-book flights/reservations to receive a new reference number and instruction email.

Please contact our Support Team at Buyer Support for assistance.

Please do not create another transaction. Kindly contact our Support Team at Buyer Support for assistance.

If the change is between non-bank* to non-bank channel or bank** to bank option, it is possible

Please go to refund and fill out our refund form. Kindly be advised that the process may take from 7 to 14 working days.

Please contact our Support Team via our live chat at Buyer Support so we can assist you better.

A bank account is required to process refunds. If you don’t have an existing bank account, you can ask a friend, a family member, or any trusted individual, who can let you borrow their own account number in order for us to transfer your money. However, only refund requests with worth 100 pesos and above will be processed. To request a refund, please go to refund and fill out our refund form. Kindly be advised that the process may take from 7 to 14 working days.

Please contact the merchant’s customer support to report the seller.

Kindly contact the merchant selling the item/goods directly. Dragonpay is a payment facility and is not in any way involved in its partner merchant’s operations including shipping.

From the Mobile App, click top-up at the bottom of the screen and just follow the instructions.

Most Dragonpay merchants support it, except Shopee and GrabPay.

No.

No, you have to consume the points at selected Dragonpay merchants.

To reactivate your Dragonpay Mobile App, kindly go to Dragonpay Credits reset and reset your PIN.

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