Frequently Asked Questions

The ML Wallet App is M Lhuillier’s official mobile application that allows users to send and receive money, buy eload, pay bills and shop online using a smartphone.

Where can I download the ML Wallet App?

The ML Wallet App is available for FREE in Google Play Store, Apple App Store and Huawei App Gallery.

What can I do with my ML Wallet App?

With the ML Wallet App, you can perform the following services:

Send Money

Conveniently perform any of ML Wallet’s Send Money options: Wallet to Wallet, Kwarta Padala or Wallet to Bank* anytime, anywhere.

Buy eLoad

Easily buy or send load to your friends and family with just a few taps on your smartphone.

Pay Bills

Quickly pay your bills to over 400 partners nationwide from a number of categories including Utilities, Insurance, Loans and more!

Add Money

Cash in by visiting the nearest M Lhuillier branch or add money through ML Wallet’s partner banks.

Receive Money

No time to visit an M Lhuillier branch to get your Kwarta Padala? Receive up to PHP 40,000.00** per transaction through your ML Wallet. Simply type the required Receive Money details after logging in!

Withdraw Money

Withdraw up to PHP 40,000** per day from any of the 2,600+ M Lhuillier branches nationwide. Find the nearest ML branch by clicking the Branch Locator in the App!

Buy Items*

Find the best prices and shop pre-loved jewelry, mobile phone accessories and other pawnable items in the ML Shop!

*Coming soon **for fully verified users only

Aside from these services, you can track your finances with ML Wallet’s upgraded Transaction History feature, find the nearest M Lhuillier branch with an in-App Branch Locator and check the latest Kwarta Padala rates anytime, anywhere.

Registration: How do I register in the App?

Step 1: Download the ML Wallet App in Google Play Store, Apple App Store or Huawei App Gallery.

Step 2: Open the ML Wallet App once installed and click “Create Account” at the bottom of the home page.

Step 3: Fill in your desired Username, Password and 6-digit transaction PIN. Click “Submit” to proceed.

Step 4: Fill in the mandatory details for Personal Information step. Make sure to review the information entered. Click “Next” to proceed.

Step 5: Fill in the mandatory details for Address step. Click “Next” to proceed.

Step 6: For the first part of the Identification step, prepare one valid ID from the list of accepted IDs. Position the chosen ID within the frame then take a picture. Click “Next” to proceed.

Step 7: Take a live photo or a selfie for the final part of the Identification step. Click “Next” to proceed.

Step 8: For the Security step, please select and provide answers to three security questions. Click “Next” to proceed.

Step 9: Review and double check if the information is correct and accurate. Click “Next” to proceed.

Step 10: For the Verification step, please enter your mobile number to generate your One-Time PIN (OTP) and wait for an SMS confirmation. Enter the code to authenticate your device.

That’s it! You are now a registered ML Wallet user.*

*Users who will undergo ML Wallet’s manual verification will be updated within 48 hours regarding their verification status.

UPDATE PROFILE (Existing Users) 1. When I log in, I am asked to update my profile. What is this for?

Updating your profile is required to further enhance the security of your ML Wallet account.

2. What do I need to update my profile?

Prepare one government-issued ID for automatic full verification of your account.

3. I can’t seem to proceed with the ID Validation step. What can I do?

Here are some tips:

Check if your internet connection is stable.
Take a picture of your ID in a well-lighted area.
Make sure the picture is not blurry.
Double check if the ID type chosen is the same as the ID type uploaded.

4. I can’t seem to proceed with the Live Photo step. What can I do?

Here are some tips:

Check if your internet connection is stable.
Make sure you take a selfie in a well-lighted area.
Make sure you’re not wearing glasses, face shield or any facial accessory.
Make sure your whole face is in the frame.

VERIFICATION: 1. What are ML Wallet Verification Levels?

ML Wallet offers two verification levels, semi-verified and fully verified. A verification level determines your wallet size and transaction limits. See chart below for more details:

	Semi-verified	Fully Verified	*SME
Add Money	PHP 40,000	PHP 200,000 with a Php 50,000.00 limit per transaction	COMING SOON
Withdraw Money	PHP 5,000 per day	PHP 200,000 with a Php 40,000.00 limit per transaction
Send Money	PHP 10,000 per month	PHP 200,000 with a Php 50,000.00 limit per transaction
Receive Money	PHP 40,000	PHP 200,000 with a Php 50,000.00 limit per transaction
Pay Bills	PHP 10,000 per month	PHP 200,000 with a Php 50,000.00 limit per transaction
Buy Load	PHP 750 per month	PHP 1,500 per month
Buy Items	PHP 10,000 per month	PHP 200,000

2. I’m a semi-verified user. How can I upgrade to fully verified status?

Follow the steps below to upgrade to fully verified status in-App:

Step 1: Open ML Wallet App and log in.

Step 2: Click “My Account”.

Step 3: Tap My Profile and click “Get Fully Verified Now!”

Step 4: Upload one government-issued ID and take a Live Photo (selfie).

SERVICES: 1. How can I Add Money to my ML Wallet?

Visit any of the 2600+ M Lhuillier branches nationwide to add money to your ML Wallet account. You can either present your Add Money QR Code or fill up the ML Kwarta Padala Form.

2. How can I Send Money through my ML Wallet?

Open ML Wallet and log in. Click the Send Money icon and choose a Send Money service. Fill up necessary fields with correct information. Make sure to review all the details in Review Transaction step before proceeding.

3. How can I Receive Money through my ML Wallet?

Open ML Wallet and log in. Click the Receive Money icon and fill up necessary fields with correct information. Make sure to review all the details in Review Transaction step before proceeding.

4. How can I Withdraw Money through my ML Wallet?

Open ML Wallet and log in. Click the Withdraw Money icon and enter amount to be withdrawn. Make sure to review all the details in Review Transaction step before proceeding.

5. How can I Pay Bills through my ML Wallet?

Open ML Wallet and log in. Click the Pay Bills icon and select a biller category. Add biller and fill up necessary fields with correct information. Make sure to review all the details in Review Transaction step before proceeding.

6. How can I Buy eLoad through my ML Wallet?

Open ML Wallet and log in. Click the Buy eLoad icon and select or add a receiver. Choose a network then enter the mobile number and load amount or promo. Make sure to review all the details in Review Transaction step before proceeding.

7. Can I cancel transactions?

You cannot cancel ML Wallet transactions. Make sure to review all the details in Review Transaction step before proceeding to avoid erroneous transactions.

ML WALLET FEES AND CHARGES: 1. Are there fees and charges for ML Wallet services?

Some ML Wallet services are free, some have fees. See table below for the breakdown:

2. How can I compute fees for Withdraw Money?

Starting March 2021, Withdraw Money will incur a minimal 0.5% charge until you reach the monthly limit of Php 20,000 total Withdraw Money transactions.

After reaching this limit, a charge of 1% will be applied each time you withdraw. The charge will be deducted automatically from your ML Wallet account after each successful transaction. Similar to when you withdraw more than PHP 100,000 for the month, a charge of 1.5% will be applied each time you withdraw.

The limit refreshes on the first day of each month. You can withdraw money for up to Php 20,000 for a minimal charge of 0.5% of the total amount per month.

Here is an example:

March

March 18, 2021 — You withdrew Php 10,000.00. This is your first Withdraw Money for March.

Level 1 Monthly Limit	20,000.00
Withdraw Money (March. 18, 2021)	10,000.00
Total Withdraw Money Transactions for March	10,000.00
Is the total Withdraw Money amount more than the Level 1 Monthly Limit?	NO
Amount ABOVE Level 1 Monthly Limit	0.00
Charges (0.5%)	50.00
Total Amount Deducted in MLW Account	10,050.00

March 25, 2021 — You withdrew Php 15,000.00. This is your 2nd Withdraw Money for March.

Level 1 Monthly Limit	20,000.00
Withdraw Money (March. 25, 2021)	15,000.00
Total Withdraw Money Transactions for March	25,000.00 (March. 6 + March. 25 txns)
Is the total Withdraw Money amount more than the Level 1 Monthly Limit?	YES
Amount Remaining of the Level 1 Monthly Limit	10,000.00
Charges (0.5%)	50.00
Amount ABOVE the Level 1 Monthly Limit	5,000.00
Charges (1%)	50.00
Total Amount Deducted in MLW Account	15,100.00

*Why is the fee suddenly 1% for the remaining Php 5,000.00? Only the amount above the PHP 20,000 limit/month, PHP 5,000, is subject to the 1% service fee.

3.How can I compute fees for Add Money (to another account)?

Computing fees for Add Money has the same logic as the Withdraw Money computation.

SECURITY: 1. How do I keep my ML Wallet account safe?

Please keep your devices secure. Do not share your sensitive personal information, Username, Password or 6-digit PIN to anyone.

2. Is my ML Wallet account secured and protected?

ML Wallet ensures the protection and safety of your account through the following:

Three-Factor Authentication Process
Account lock-in after five failed password attempts.
Five-minute idle time that logs out the ML Wallet Account automatically.

ACCESSIBILITY: 1. Where can I claim the money transacted through ML Wallet?

You can visit any of the 2600+ M Lhuillier branches nationwide to claim your money. Don’t forget to bring one valid ID before visiting the branch.

2. Can I access my ML Wallet account in more than one device?

Yes, but you will be notified via text message and e-mail every time you access your ML Wallet account in a different device.

3. Can I use the ML Wallet App offline?

Internet connection is required for users to access and use the ML Wallet App.

TROUBLESHOOTING: 1. What do I do if my device got lost or stolen?

Immediately call ML Customer Care for temporary deactivation of your account. See contact details in FAQ #5 of Troubleshooting.

2. What do I do if my account gets hacked?

Immediately ML Customer Care for temporary deactivation of your account. See contact details in FAQ #5 of Troubleshooting.

3. What will I do if I forget my password?

You can reset your password by clicking “Forgot Password” in ML Wallet’s log-in page. You may also contact ML Customer Care to reset your password. See contact details in FAQ #5 of Troubleshooting.

4. What will I do if I forget my Transaction PIN?

You can reset your Transaction PIN by clicking “Forgot PIN” on any of the validation steps before proceeding with ML Wallet transactions. You may also contact ML Customer Care to reset your PIN. See contact details in FAQ #5 of Troubleshooting.

5. How can I reach ML Customer Care?

Please contact the following Customer Care Hotlines:

Toll Free Number

1-800-105-723-252

Telephone Numbers

(032) 348-9400

(02) 8898-1888

Mobile Numbers

SMART +63 947-999-0337

+63 947-999-2721

+63 947-999-0522

GLOBE +63 917-871-2973

Email Address

customercare@mlhuillier.com

ML Express

How does it work?

As accredited money transfer agents of M Lhuillier, ML Express outlets are authorized to receive cash for sending to another ML Express outlet, M Lhuillier branch, or partner-agent in the Philippines. Customers can go to the ML Express outlet to send or receive cash just like they do at any M Lhuillier branch or remittance partner.

Accomplish the accreditation application form
Once accredited, the ML Express Business Partner is issued a unique ML Wallet account with a start-up operating fund of P25,000

SEND-OUT TRANSACTIONS #

Receive money from the customer
Send the amount through the ML Kwarta Padala System
The amount will be debited from your ML Wallet account

RECEIVE TRANSACTIONS #

Ask for the customer’s Kwarta Padala Transaction Number (KPTN)
Confirm the KPTN through the ML Kwarta Padala system
Once the KPTN is validated, the ML Express Business Partner then releases cash from their ML Wallet

It’s quick, smart, convenient, and with fast returns!

How do you become an Accredited Business Partner?

1. Fill Out the Accreditation Form #

Fill out the ML Express Business Partner accreditation form here and click “submit”. An ML Express Officer will then contact you to proceed with your accreditation. Have the following documents ready and submit them the ML Express Officer handling your accreditation:

Company/Business Profile
Corporate Officer’s/Sole Proprietor’s Personal Profile
NBI Clearance
DTI/SEC Registration
Business Permit or License (Money Remittance Service)
BIR Certificate of Registration(Form 2303)
AMLA certificate of Attendance
Valid Identification Card

2. Remit the Investment #

Remit an investment amount of P99,000 to M Lhuillier and collect your start-up package, which includes:

ML Wallet load of P25,000 as start-up operating fund
Tablet with Keyboard and Mouse
Wi-Fi Printer
ML Kwarta Padala System
Marketing Collateral

3. Dress Up Your Site #

Dress up your site with the ML Express marketing items and enjoy the perks of being an ML Express Business Partner.

Jewelry

Where do we get our diamonds?

We get our diamonds from all over the world. Most of the small stones come from the cutting centers of India. Larger stones come from Israel, Belgium and Hongkong. We have different suppliers.

What are the sources of our mounted stocks?

The sources of our mounted stocks are from our manufacturing, plus some items purchased from Hongkong suppliers.

What are the sources of our gold stocks?

The sources of our gold stocks are from Italy, Spain, Local and Japan.

What are the sources of our pearls?

Black pearls come from Tahiti & Australia. Other pearls come from Japan, China and Philippines. Salt water pearls are from Japan. Fresh water pearls are from China. Fresh water is lesser in price but the quality is almost the same.

What are the sources of our colored stones?

Blue Sapphire & Ruby come from Thailand. Also, ruby comes from Burma. South America produces Emerald.

Why are we not giving a warranty/certificate?

This is not our policy. Certified goods cost more.

With items bought from our store, how much will be its appraisal value?

If pawned in any of our branches, it will be 50% of net price attached our sales invoice.

Why is it that our gold price is not standard?

We based our price from the current price of gold. Also, prices of gold changes from time to time.

Who produce/supply your jewelry?

We produce our own merchandise. We have a jewelry manufacturing except those that are made from Italy like Italian gold.

It is true that your stocks are rematado?

No. We can guarantee it is real. Rematado goods are displayed at our pawnshop branches.

When is Trade-in allowed?

Trade-in is allowed any time- Regular, Mall wide, Super & Special Sale.

When is PRENDA-PALIT allowed?

Prenda-palit is allowed any time- Regular, Mall wide, Super & Special Sale.

Insurance Plan

What are the insurance plans offered by M Lhuillier?

M Lhuillier offers Pinoy Protect Plus, Family Protect Plus, Pawners Protect, Family Protect, and Kwarta Padala Protect.

What are the requirements for insurance claims?

To make a claim, here are the things you need to prepare:

Original Copy of the Certificate of Insurance (COI)
Incident, Police, or Barangay report
Properly filled-up personal accident claim form
Medico-legal or death certificate
Insured person’s valid I.D. card
Birth certificate (if single); Marriage contract (if married)
Beneficiary’s birth certificate
Proof of transaction with ML branch

How can I claim the insurance?

Step 1: #

The claimant shall report the incident at any M Lhuillier branch nationwide. FLA shall notify ISPD of the incident.

Step 2: #

Notice of insurance claim should be made within thirty (30) days after the date of the accident to avoid denial of the claim.

Step 3: #

ISPD will provide a list of requirements to the branch for the claimant’s completion.

Step 4: #

Once the claimant completes the requirements, the case will undergo evaluation and investigation.

Step 5: #

Should there be no additional requirement and the case has been evaluated and approved, check payment will then be processed for the rightful beneficiary.

ML Moves

Is M Lhuillier a logistics company or a cargo forwarder?

No, we are not a logistics company nor a cargo forwarder. We are just a drop-off and pick-up center of parcels. Delivery is provided by our two legitimate and licensed courier partners - Airspeed for domestic and DHL Express for international deliveries.

Are ML Moves services available in all M Lhuillier branches?

Yes. All branches can accept shipments for delivery via Branch-to-Branch or Branch-to-Door.

I'm an online seller who wants to send a package to my online buyer within the Philippines. What do I do?

Simply bring your package and go to the nearest M Lhuillier branch with ML Moves services. Present it to the staff for checking, fill out a form and pay.

Can I send a bulky package?

For now, we only accept packages that can fit in our pouches. This is applicable for domestic walk-in transactions.

How much are the rates and how long is the delivery time?

For the domestic delivery, please click here. For international delivery, please call our customer care hotline.

Is international package delivery available in all branches?

Not yet. For now, only branches listed here can accept international shipments.

What to do if I want to send packages abroad?

Simply bring your package and go to the nearest M Lhuillier branch with ML Moves services. Present it to the staff for checking, fill-up a form and pay. Bulky packages are acceptable for international delivery.

Do you have a facility where I can track my package?

Yes. You may track your domestic deliveries here and your international deliveries here

Do you have restrictions in accepting packages for delivery?

We do not accept packages with dangerous and illegal goods. For the full details of items prohibited for shipment, please call our customer care hotline.

I want to return an item which I bought from Shopee. What do I do?

For the full instructions on how to return your items to Shopee for FREE, click here. For the detailed conditions and serviceable areas for Shopee Returns via M Lhuillier, click here.

What are the areas deliverable by ML Moves?

All M Lhuillier branches nationwide are deliverable via Branch-to-Branch.

For the list of areas deliverable via Branch-to-Door, click here.

Diamond Card

How can apply for membership?

Open to all ML customers aged 18 and above.
To apply for an ML Diamond Card, customers must accomplish the following requirements:
- Duly accomplished Know-Your-Customer (KYC) form
- ML Kwarta Padala, Quick Cash Loans or Jewellers transaction.
The ML Diamond Card will be provided to the customer upon submission of requirements at the M Lhuillier branch.
Membership will be activated within 24 hours.
To update personal information such as last name, marital status, address, and phone numbers, cardholders can head to any branch nationwide for assistance.

What is the Points System?

You can earn points through any of these M Lhuillier transactions:

Kwarta Padala #

Domestic transactions: one (1) point for every Php 50.00 worth of transaction fees
International transactions: receiver will receive one (1) point per transaction regardless of the amount

Quick Cash Loans (QCL) #

One (1) point for every Php 50.00 paid as interest fee for Lukat, Renewal, or Reappraisal QCL transactions.

Jewellers #

One (1) point for every Php 100.00 full payment for outright sales and layaway transactions.
One (1) point earned is equivalent to one (1) Philippine Peso.
Points are earned through transactions from all of the 2,500+ M Lhuillier branches nationwide.
Points will be credited to the customer’s ML Diamond Card account within 24 hours from the transaction.

How do I Redeem my Points

Points are redeemable up to three (3) years after the point was earned.
To convert your points to Peso credits, inform the Frontline Associate at any M Lhuillier branch and present your ML Diamond Card and a valid ID.
Peso credits can be used to pay for Kwarta Padala and QCL transaction fees or jewelry purchases.

What are the exceptions?

Points cannot be earned for the following transactions:
- CBN Asia Foundation
- Bantay Bata Foundation
- Kapit Bisig para sa Ilog Pasig Foundation
- Other transactions with zero fees
Subsequent transactions that use points to offset fees are not entitled to earn points.
Points are not transferable and not convertible to cash.

General Questions

How can I contact M Lhuillier?

You may contact us through the following numbers:

Toll-Free Hotline (for PLDT only)

1-800-105-723-252

Landline

(032) 348-9400 to 09

(02) 8898-1888

Smart (Call & Text)

0947 999 0337

0947 999 2721

0947 999 0522

Globe (Call Only)

0917 871 2973

You may also send us an email through:

customercare@mlhuillier.com

For more information and updates, visit our official Facebook page:

facebook.com/mlhuillier.official

Where are you located?

We are wherever you are! We have more than 2,500 ML branches all over the Philippines.

We also have grown our presence in the US (particularly in California) and you can access our ML Remit website all over the US to send money to the Philippines.

Our extensive network of partners all over the globe allows your love ones to easily send money from abroad to the Philippines!

Truly, M Lhuillier is your bridge to financial convenience no matter where you are in the world.

When are you open?

Almost all of our branches are open seven days a week except on these days:

New Year’s Day (January 1)
Good Friday,
All Saints’ Day (November 1)
Christmas Day (December 25).

We also have 24/7 locations in key cities of the country.

Does ML have branches outside the Philippines?

Yes. M Lhuillier is available in the USA (California and Las Vegas). In the other US states, customers can send money thru the ML Remit website.

In other countries all over the world, international remittance is available through our international partners*.

Can I contact the branch directly?

We have a customer hotline number which you can call: 1-800-105-723-252. The Customer Care Center will be the one to resolve your issues or concerns in any of our branches.

Bills Payment Partners

List of our Bills Payment partners:

Bills Payment Partners:
AUB Credit Cards (Asia United Bank)	Davao Light & Power Company Inc.
AXA Philippines Life Insurance	Dibble Xpress
Corporation	Digital Telecommunications Philippines Inc.
Angeles Electric Company	Digitel Mobile Philippines, Inc.
Asialink	Dragon Games
BPI Credit Card	Dragon Loans
Baguio City Water District	Dragonpay
Batangas I Electric Cooperative Inc.	Easytrip - EasyDrive
Batangas II Electric Cooperative Inc.	Enterprise Bank Loan
Bayan Telecommunications	First Laguna Electric Cooperative Inc.
Bayanihan Flats	First Peak Resources and Technologies
Benguet Electric Cooperative Inc.	Global Dominion Financing Inc
Boracay Island Water Company	Globe Landline (Innove Communications)
Bp Waterworks Inc.	Globe Mobile Postpaid (Globe Telecommunications)
CLC (Central Luzon Cable)	Golden Eagle Cable
CNWD (Camarines Norte Water District)	Golden Heaven Memorial Park
COCOLIFE (United Coconut Planters Life Assurance Corp)	Goodhands Water Specialists
CTBC Bank Philippines	HBI (Honeycomb Builders Inc)
Cable Television	HM CATV Inc (Home Cable)
Cablelink	Happy Well Management and Collection Services Inc
Cagayan De Oro Water	Hi-Tech Cable TV Inc
Cagayan Electric Power And Light	Home Credit Philippines
Company Inc	Home Lipa Cable Inc
Camarines Norte Electric Cooperative	ITI Air
Carissa	Ilocos Norte Electric Cooperative Inc.
Cavite Cable	SSS (Calamity Loan)
Cebu II Electric Cooperative	SSS (Contribution)
Cignal TV	SSS (Educational Loan)
Clark Water	SSS (Misc)
ComClark Network and Technology Corp	San Clemente Cable
Iloilo I Electric Cooperative Inc.	Santa Maria Water District
Insular Savers Bank	Skyjet Airlines
Isla Cable TV Services Inc	Smart Communications Broadband
Laguna Water Corporation	Sorsogon II Electric Cooperative, Inc
Legazpi City Water District	South Asialink Credit Corp
Leisure World Cable	South Luzon CATV Inc
Mabalacat City Water District	Sta. Lucia Reality & Development Inc
Manila Water Company	Subic Enerzone Corporation
Manila Water Philippine Ventures	Suburban Cable Network
Maynilad Water Services	Sumisho Motor Finance Corp
Metropolitan Cebu Water District	Surigao Del Sur I Electric Cooperative, Inc
MyCloud Cable and Internet (Three Lights Mngt.)	TAWAD (Tabaco City Water District)
NSOHelpline	Tagum Coop
National Bureau of Investigation	Tarlac Cable TV Inc
Norkis Financial	Tarlac II Electric Cooperative Inc.
Nueva Ecija II Electric Cooperative Area 1	Unistar Credit Corp
Nueva Ecija II Electric Cooperative Area 2	VIA.com
Olongapo Electricity Distribution Company Inc.	Verdant Cable
Optimum Bank	Visayan Electric Company
PARASAT	Zambales I Electric Cooperative Inc
PLDT (Cruztelco, Maratel, Subictel, Clarktel, Philcom)	Zambales II Electric Cooperative Inc
POEA Overseas Employment Certificate (OEC)	ePrime Business Solution
Pag-IBIG	iConnex Healthcare Solutions
Pampanga I Electric Cooperative Inc.	Brightmoon Cable
Pampanga II Electric Cooperative Inc.	Calumpit Water District
Pampanga III Electric Cooperative Inc.	Converge ICT Solutions Inc
Pampanga Rural Electric Cooperative Inc.	EASYCASH
Paramount Life and General Insurance Corp	FINASWIDE Credit Corp
PawnOne	First MFI Network Lending
Peninsula Electric Cooperative Inc.	GlobalLand
Pera Agad	JMD Cable Network
PesoPay	JMY Advantage
PhilSmile Inc	Maybridge
Pili Water District	MET Cable
Pilipino Cable	Northstar Cable
Planet Cable	PAYEXPRESS
Prime Water Infrastructure Corporation	Philippine Airlines
Primecast Cable TV	Plaridel Water District
Professional Regulation Commission	Plus Cable
RS Property Management	SERVEFIRST-Philippines
Receivable Management Group	Smart Bro
Royal Cable	Sorsogon Water District
SITELCO (Southern Iloilo Telephone Company)	SSS (PESO Fund)
SKY Cable	SSS (Real-Estate Loan)
Cotabato Light	SSS (Restructuring Loan)
DCTV Cable	SSS (Salary Loan)
Daraga Water District	Tagum Water District
Davao Del Sur Electric Cooperative