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How can I find a payment using a customer’s reference number?

Quickly locate specific transactions in your Payments Dashboard by searching with reference numbers from customer receipts.

Updated yesterday

Your Payments Dashboard is your go-to tool for viewing all completed, pending, or failed transactions. And now, we’ve added a helpful search enhancement: you can search for a Payment ID using the reference number from your customer’s receipt.

This added feature is especially useful when a customer reaches out and shares a screenshot of their digital receipt. Instead of manually browsing through transactions or asking for additional details, you can plug in the reference number they provided and instantly narrow down the exact payment.


🧾 What are reference numbers (and how do they vary by payment method)?

Reference numbers are unique identifiers generated by payment platforms when a customer completes a transaction. These can vary in both format and label depending on the payment method used. Customers usually find these in their receipts, which may be sent via SMS, email, or shown in their payment app.

Here’s a quick guide to what they typically look like:

  • GCash

    Referred to as: Reference Number

    Format: 9-digit number

    Example: 839204715

  • Maya

    Referred to as: Reference ID

    Format: 12-digit number

    Example: 719203847512

  • GrabPay

    Referred to as: Transaction ID

    Format: 32-character alphanumeric string

    Example: a1b2c3d4e5f64789ab01cd2345ef6789

  • QRPH

    Referred to as: Invoice Number, Instapay Invoice Number, or QRPh Invoice No.

    Format: 6-digit number

    Example: 284719

  • DOB (Direct Online Banking)

    Referred to as: Reference Number

    Format: Varies depending on the issuing digital bank

    Examples: UB783920 (alphanumeric) or 19847293847592384712 (long numeric)

If a customer shares a receipt, the name of the reference field may differ slightly, so it’s best to ask for a screenshot to confirm the exact details


🔎 How to use the reference number in the Payments Dashboard

  1. Log in to your PayMongo Dashboard.

  2. Go to the Payments tab.

  3. Use the search bar at the top and paste the reference number provided by your customer. (This example uses QRPh via GCash.)

  4. If there’s a match, you’ll see the corresponding payment appear right away.

That’s it—quick and easy!


❗ Can’t find the payment?

If your search returns no results, it’s possible the reference number doesn’t directly map to a Payment ID, or the payment hasn’t gone through successfully.

In that case, feel free to reach out to our team at [email protected]. When you do, please include a screenshot of the transaction receipt, making sure the reference number is clearly visible. This helps us locate the payment faster and assist you more efficiently.

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