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It will take around 15-20 minutes for the official receipt to be received via email.

However, if you have not received it after 20 minutes, please contact our Customer Support Team or check other inbox folders (e.g., spam) of your email. There might be a problem with your account that you need to settle first before we can approve your pending remittance.

For cash pickup outlets in the Philippines, the limit per transaction is up to 250,000 PHP for MLhuillier and other outlets (LBC, Palawan Express and Bayad Center) while Cebuana Lhuillier outlets can only accommodate up to 50,000 PHP.

For credit-to-bank-account transactions, the daily limit per transaction is the amount equivalent of 1,000,000 JPY in local currency.

Important Note: Due to the pandemic, the limit may change according to each independent pickup outlet. If you are planning to remit a large amount, it is better to confirm first with the outlet. Otherwise, you will have to request for amendment if the amount cannot be claimed.

To check your transaction details, please follow the instructions below:

  1. Open the Smiles app
  2. Tap on "History"
  3. Select the transaction you want to view

Approval of registrations usually takes 1 to 3 working days depending on the volume of new registrations. If no confirmation has been received after 3 days, go to "Customer Support" and check whether or not you received a notice regarding the need to redo the registration process.

While waiting for approval, please do not create an account again.

In the Smiles app,

  1. Tap on the notification bell located on the right top
  2. Tap on "Notifications" to view the status of your registration.
  3. If there is no problem with your registration, you will receive a welcome message confirming its approval. Otherwise, you will receive a notice containing the instructions on how to correct your submitted details.

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