Load Manna Technical Concern

1. Invalid Commands

Load Manna Loading Center, Dealers and Retailers Account, Always check the following SMS before sending any command to our system, to ensure a successful transaction:

  • Command Format – Please follow the syntax or format prescribed for each keyword or SMS Commands
  • Command Information – Please always check for the accuracy of information such as the mobile phone to be used in activating an account, the cell phone number to be activated and the right command to be used.

2. Delayed Confirmation and Transaction Failure

Processing of requests for OTA <OVER THE AIR> prepaid load may at times encounter delay or failure due to congestion of Telco services.  Load Manna system will notify you of these instances and shall maintain your outstanding Load wallet credits balance pending final confirmation by the Telco OTA<Over the Air> system. Our loading system always deducts the appropriate discounted amount from your load wallet credits for products successfully delivered to your customers in all retail transactions.

3. Bypass Transaction Filtration <LOAD WALLET SECURITY>

This is designed to protect subscribers from accidental/unauthorized repetition of transaction. It means that any commands repeated within 15 OR 30 minutes will not be processed. For your command to be recognized, just simply type REP plus the original command.

Ex.:

ORIGINAL COMMAND: 09077177777<space>10

REPEAT COMMAND: REP<space>09077177777<space>10

4. Load Transactions

Every transaction to the system is via SMS. To avail unlimited transactions, subscribers are encouraged to avail unlimited text promos offered by their networks.

5. Gateway/Access Number/Command Processor

All transactions must be sent to the gateway that corresponds to its network. If you are a Smart user, send all your transactions to Smart gateway only. The same applies to Globe.

6. Correct Usage of Product Codes

Loading of some codes in Smart telecom are designed for specific network. For example, All Text promos are exclusive only for Smart subscribers while Textplus promos are exclusive for Talk N’ Text users only. Our system will accept the transaction but the telecom will invalidate the load. To prevent this kind transaction failure, make sure to ask the telecom/network of your customer first before loading a certain load package.

7. Help Line or Customer Care Service

The system has a text help line for your concerns and inquiries. For any concerns, just text HELP<space>YOUR CONCERN and send to our gateway number.

(E.g. HELP LOAD NOT CREDITED TO CUSTOMER NUMBER 09077177777 AT 1PM)

8. OUT OF LOAD? BUT YOU HAVE WALLET?

Dial Loading *808gateway# – Smart Users Only!
Smart users may experience COS (check operator services) instances or runs out of regular load and can no longer transact with the system.
By dialing *8089287381603, the system will automatically load the user’s activated SIM with P15.00.The appropriate amount will be deducted from the user’s Load wallet balance.

 

9. SMS ADVANCE DELAY.

There are instances when users experience SMS delays. Factors include the Telco’s cell-site and/or the user’s mobile phone signal. The system will not accept/process load requests that are delayed for six (6) minutes or beyond.

10. REPLENISHMENT CONCERN

Deposit verification for replenishment taking too long

When sending deposit verification for replenishment please provide the following details:

  • Reference number from deposit slip
  • Date and time of deposit
  • Bank and Bank Branch 
  • Amount 
  • Load Wallet/Smart Padala
  • Picture of deposit slip 

Note: For deposit from GCash please provide the screenshot of the sms confirmation from 2882

Take note: We highly suggest to send the replenishment request on the same day when you deposit to bank to avoid difficulty in tracing reload requests with backdated deposits.

Send your replenishment request to any of the following:

Helpline: Can only receive a maximum of 160 characters per message so the ideal way is to make your message detailed and concise.

Facebook Page: www.facebook.com/loadmannacustomerservice

Gcash to LM Gcash: Used to replenish Load Wallet and Smart Money via Gcash and it will automatically be deducted to your Gcash account balance.

  1. Make sure you have an active Gcash account and the Gcash sim card is inserted on the mobile that you’re going to use.
  2. Enter the following details: 

Amount to Send:

Any preferred amount

Message: 

For example Replenishment for Load Wallet.

Enter your 4-Digit Pin

Enter your Gcash Pin

  1. Then go to deposit verification via LoadManna app 

 

Deposit verification menu via LoadManna app:

The Dealer number indicated at the lower part will be the one to receive the replenishment.

Note: 

If the deposit has been invalidated by our attending CSR, our members must provide a copy of their deposit slip or a screenshot of online/mobile transfer for additional verification.

Also expect around 15-30 mins wait time for your replenishment to go through, especially during peak hours. 

11. REPLENISHMENT CONCERN

  • Activate your SmartPadala number, Increase Daily Transaction Limit and Smart Padala Transaction Protocol

 

Just send the following requirements:

  • 1 Valid ID
  • Updated  Business permit
  • Picture of store/business location
  • Selfie holding 1 valid ID 
  • Recorded video introducing  yourself (Name and Complete Address) while holding the valid id 

Upload the requirements to Loadmanna Smartpadala Online Requirement Form: https://forms.gle/EwZzuCZfTmhUUBQL9 and contact customer service via app, indicate that you have submitted your credentials and the details of the account you are trying to have its services activated. We also require our members to use Smart Padala transaction slip on every smart padala transactions and get a copy of customer’s ID, picture and contact details.

  • Did not receive SmartPadala Transfer(TR) confirmation.

 

Two possible causes: Either the smart money number you are attempting to transfer to has been temporarily blocked due to daily/monthly limit, or another symptom of congestion. 

Fastest way to identify if the transaction went through is by checking your balance shortly after. If you see discrepancy and did not receive confirmation, please contact customer service ASAP.

What to do when you get the following error message:

  • Insufficient balance

Check your Smart Money balance.

  • You have entered an invalid card number and try again

 

Ask for another account or check if there’s a typographical error on the SmartPadala account that you have entered.

  • Transaction failed. You have exceeded your sending transactions/month limit.

The receiving account limit has exceeded the monthly limit. Ask for another account from the customer.

  • Sorry, we cannot proceed with your transaction as you will exceed your daily limit.

 

Your limit will depend on your Smart Padala verification level:

Level 1 – Transfer limit: P5,000/day ; Claim limit: P5,000/day

Level 2 – Transfer limit: P20,000/day ; P5,000/transaction

Level 3 – Transfer limit: Unlimited ; Claim limit: P50,000/transaction

  • Smart Padala Invalid Claims/Receiving Transactions

 

When you encounter this it means that we have not received confirmation directly from SmartPadala. If this instance occurs, we must contact customer service immediately for assistance regarding this concern. We can send the actual confirmation of the transaction provided by our customers to our attending customer service for verification of invalidated transactions.

12. GENERAL CONCERN

  • Have not received confirmation for more than 3mins already.

    Most likely this is caused by the number of users sending transactions within a particular gateway.

 

Check the following:

  1. Check your e-wallet balance using the app
  2. Ff your balance is still the same, try changing the gateway through the app settings
  3. Resend your transaction

Note: If a particular transaction is deducted to your e-wallet balance, you may contact customer service using the app and send the particular details of this transaction (Customer Number and Amount) or (SmartPadala Account Number if the transaction is sent using our SmartPadala services).

  • “Sorry, your transaction cannot be processed. Please try again later”

 

“Sorry, your transaction was not processed. Your SMS is delayed. “

The main cause of this is also congestion with the volume of members using a particular gateway, this can usually be solved by changing the set gateway in the app settings, resend your transaction afterwards.

  • You may repeat the transaction after number of hour(s) and number of minute(s).

    This is a built in system safety measure, made to block identical transactions, this is to avoid double deductions from members who send duplicate transactions.

 

You can easily bypass this by checking the upper right box stating “Repeat Transaction” on the upper right part of the loading/Smart Padala menu or just add the REP command in the beginning of the transaction Ex: REP <customer number> <amount> before resending a particular transaction if you are using manual text commands in sending transactions to our system.

WARNING: THAT IF YOU RESEND A PARTICULAR TRANSACTION TOO SOON USING THIS METHOD, THERE IS A HIGH RISK OF YOUR TRANSACTION TO GO THROUGH TWICE, TRY TO GIVE IT AT LEAST 2-3mins FOR LOADWALLET RELATED TRANSACTIONS, AND 5-10mins FOR SMART PADALA TRANSACTIONS.

  • Check Operator Services

 

  • Check if you have personal load on your loading sim card. You should have atleast P1.00 loading balance or we suggest that you register an unlimited promo to your loading sim card.
  • Check if the gateway number network is the same with your loading sim card. 
  • Check if your LoadManna app is updated. You may download the latest LoadManna v2 app: 

Google Play Store: https://play.google.com/store/apps/details?id=com.loadmanna.inc

IOS Beta Testing Public Download Link: https://testflight.apple.com/join/zgazcu6e

  1. Install Test Flight IOS App.
  2. Click again the LM IOS App Link.
  3. Install LM iOS App.
  4. Set Up the LM iOS App and Select Gateway.

  • Sorry, (SMART/GLOBE/SUN) retailer loading is temporarily unavailable. Please try again later.

    This is a sign of a downtime caused directly by our Telco service providers (SMART/GLOBE/SUN)

We try to advise our members when this happens, or sometimes our service providers will go under maintenance without warning. When this happens it’s best to ask our customer service team first what the status is, then we can update you directly once their services come back online.

Other possible reason specific to SMART TRADITIONAL LOADING make sure that amount is P500 and above.

  • Traditional Load Wallet requests unsuccessful

 

Our traditional loading comes with rules and regulations, which are the following:

For Smart Traditional loading:

Our minimum amount for loading smart traditional retailers is P500. We highly recommend our dealers to be careful with supplying traditional retailers with loadwallet, certain areas are already occupied by Smart Direct Riders and we can be reported from supplying load wallet to customers outside their territory.

For Globe and Sun Traditional loading:

Your retailers must be using sim cards that are “Tagged” to us directly, meaning the retailer sim cards that they are using must come from us.

  • Loading Rebates

 

Provincial Stockist Loading Rebates (In Percentage):

Universal Load Wallet Transfer to Municipal Stockist: 1%

Universal Load Wallet Transfer to Brgy Stockist: 1.25%

Universal Load Wallet Transfer to Dealer: 1.50%

Universal Load Wallet Transfer to Retailer: 3%

Load Transfer to End User: 6%

Traditional Load Wallet Transfer: 2%

Cignal Prepaid Loading: 3%

Sky Direct and Gsat Pins: 8%

Meralco Ilaw Loading: 1%

 

City/Municipal Stockist Loading Rebates (In Percentage):

Universal Load Wallet Transfer to Brgy Stockist: 0.25%

Universal Load Wallet Transfer to Dealer: 0.5%

Universal Load Wallet Transfer to Retailer: 2%

Load Transfer to End User: 5%

Traditional Load Wallet Transfer: 1.5%

Cignal Prepaid Loading: 3%

Sky Direct and Gsat Pins: 7%

Meralco Ilaw Loading: 1%

 

Barangay Stockist Loading Rebates (In Percentage):

Universal Load Wallet Transfer to Dealer: 0.25%

Universal Load Wallet Transfer to Retailer: 1.75%

Load Transfer to End User: 4.75%

Traditional Load Wallet Transfer: 1.25%

Cignal Prepaid Loading: 3%

Sky Direct and Gsat Pins: 6%

Meralco Ilaw Loading: 1%

 

Dealer Stockist Loading Rebates (In Percentage):

Universal Load Wallet Transfer to Retailer: 1.5%

Load Transfer to End User: 4.5%

Traditional Load Wallet Transfer: 1%

Cignal Prepaid Loading: 3%

Sky Direct and Gsat Pins: 5.5%

Meralco Ilaw Loading: 1%

 

Retailer Stockist Loading Rebates (In Percentage):

Load Transfer to End User: 3.5%

Cignal Prepaid Loading: 3%

Sky Direct and Gsat Pins: 4%

Meralco Ilaw Loading: 1%

13. ACCOUNT RELATED CONCERN
  1. Account Modification Procedure

    We require the owner of the registered account number and requestor to submit a copy of their valid ID to http://bit.ly/LoadMannaForm 

For changing the registered account name and/or number, we require our members to submit:

  • 1 valid ID with signature of the old owner/account name 
  • 1 valid ID of the new owner/account name 
  • 1 valid ID of the requestor
  • Authorization letter from old owner with signature stating that the owner is giving permission to change the number.

Take note: There is a P100.00 charge for CHANGE NUMBER REQUESTS that will be deducted either from your LoadWallet/SmartMoney Wallet.

 

14. CABLE PINS LOADING

How to generate GSAT PIN

 

For LoadManna app user:

  1. Go to Home page and click Other’s
  2. Go to GPINOY & GSAT Pins
  3. Enter the following:

Customer Mobile Number: Your number

Product code: GPINOY 99/GSAT 200/GSAT 300/GSAT 500

Pin Quantity: 1 to 5

  1. If you already received the pin. Top up via SMS/Text message by doing the following format manually using SMS/Text message:

GSAT/GPINOY99 Top up Procedure: 

GSAT<space><ACCESS CARD NUMBER><space><PIN> then send to 2327

Note: For Globe subscribers P1.00 per transaction (Regular Load)

GPINOY<space><ACCESS CARD NUMBER><space><PIN> then send to 2327

Note: For Globe subscribers P1.00 per transaction (Regular Load)

For Keypad Command:

GSAT/GPINOY99 Loading Procedure:

SELL<space><Customer no.><space><Product Code><space><No. of Pins> send to gateway

If you already received the pin. Top up via SMS/Text message by doing the following format manually using SMS/Text message:

GSAT/GPINOY99 Top up Procedure: 

GSAT<space><ACCESS CARD NUMBER><space><PIN> then send to 2327

Note: For Globe subscribers P1.00 per transaction (Regular Load)

GPINOY<space><ACCESS CARD NUMBER><space><PIN> then send to 2327

Note: For Globe subscribers P1.00 per transaction (Regular Load)

How to generate SKY DIRECT PIN

For LoadManna app user:

  1. Go to Home page and click Other’s
  2. Go to Sell SkyDirect Pins
  3. Enter the following:

Customer Mobile Number: Your number

Product code: SKY 99/SKY 150/SKY 250/SKY 450

Pin Quantity: 1 to 5

  1. If you already received the pin. Top up via SMS/Text message by doing the following format manually using SMS/Text message:

SKYLOAD (space) BOXID (space) SKYCABLE PIN then send to 23667

For Keypad command:

SKYDIRECT Loading Procedure:

SELL<space><Mobile No.><space><Product Code><space><Quantity>

Ex. SELL 09181234567 SKY99 1

If you already received the pin. Please do the following format manually using SMS/Text message:

SKYDIRECT Top up Procedure:

SKYLOAD (space) BOXID (space) SKYCABLE PIN then send to 23667

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