FAQ

Account

Can I have two accounts with Umbrella?

We only allow one account per person / per device.

Can I apply a second loan while my first loan is active?

At any given point in time, you are only allowed to have one active loan. To apply for a second loan, you have to close your first loan.

I have uninstalled the App already, can I still access my account?

Please re-install the app. Sign in using your registered email address and you can access your account already.

Can I sign using any email address?

We allow Google ID since all Android phones will have one.

What if I deny permissions?

Umbrella loans are also based on the data we collect from Smartphone. Only if you allow, we can collect and run the credit rating else we won’t be able to determine if you qualify for credit.

What ID documents do you accept?

We only accept the following IDs:

  • Philippine Passport
  • NBI Clearance
  • Driver’s License
  • UMID

What documents do you accept for Address Proof?

We accept the following documents for address proof:

  • Electricity Bill, Water Bill, Internet Bill, Landline Bill
  • Secondary IDs:
    • TIN ID
  • Philhealth
  • Postal ID
  • Barangay Clearance
  • Police Clearance
  • Voters ID
  • NBI Clearance
  • Community Tax Certificate

Umbrella loans

What is Service Fee?

We charge a service Fee of ~ 8.8% of the loan value regardless of the duration of the loan. We don’t charge interest rates on the Service Fee. But if the loan is not paid beyond the due date, penalty charges apply for Service Fee too.

How are the interest rates computed?

Interest rates are depending on the duration of the loan - 1, 2 or 3 months. Before you apply for any loan, all charges are displayed clearly in the app.

Why is my application for loan rejected?

After running all the data we collect from you, with your permission and checking all your documents you submit, our system computes whether or not if you get a credit. Loans are rejected when the conditions are not met for the system to approve.

What are the modes of disbursement?

We issue loans via GCash and Cebuana.

To receive your loan via GCash, you need to have a verified GCash account. There will be no charge for this method of transfer.

With Cebuana, you will receive your loan in cash in any of the Cebuana Lhuillier branch near you. . We will be sending a confirmation text with Sender’s name after we process your loan. However Cebuana charges a small fee. This will be deducted from your loan value. Umbrella App will show you the exact deduction when you apply for the loan.

How long does it take to get my loan?

Document approvals generally take anywhere between 60 minutes to 24 hours. Once all documents are approved and the loan is scheduled for transfer, you will receive the loan within 24 hours. However during public holidays and weekends, it could take more time than normal. We also don’t do disbursements during public holidays & weekends.

What does Daily Quota means?

The number of loans we issue per day is limited by a daily quota. Daily Quota is a limit we set for every day and we issue loans until we hit the quota for the day. When this quota is reached, no more loans will be available for the day. You can try applying the next day.

When does it refresh?

12am each day the limit refreshes. Users will start seeing the ‘Apply’ button again until we reach the days’ limit.


Loan Payment

I have uninstalled the App already, how can I pay?

Please re-install the App. Once you pay, you can apply for a new loan with a higher value.

Am I eligible for a new loan once I settled my outstanding balance?

Yes you can, almost immediately. Good loan record will get you a higher loan.

Will my payment reflect in the App right away?

Your payment will get reflected in the App at 3pm, if you pay 6.01pm previous day to 2pm present day. Your payment will get reflected in the App at 7pm, if you pay between 2.01pm and 6pm present day.

Where can I pay?

There are 3 ways to pay your Umbrella loan.

  1. 7-Eleven Bills Payment
  2. Gcash Bills Payment
  3. At any ECPay Outlet

Do I need to send my payment slip to Umbrella?

You do not to send your payment slip. But we suggest you keep it until you see your payment reflected in the App.

Should I use the same collection ID I used last time?

Yes, you may use the same collection ID you used the last time.

I do not have enough money, can I pay in installment basis/partial payment?

Yes, absolutely. We are here to help and if by paying installments is convenient for you, you can happily do so.

Can I loan 10,000 pesos right away? How much is my next loan?.

Our loans limits are based on two things:

  1. Previous loan
  2. Prompt Payment

Can I pay even on weekends?

Yes, you can pay 24x7 at any 7-Eleven stores, via your Gcash App or at any ECPay Outlets.

What happens if I don’t pay my dues on time?

We allow 7 days extension from due date with a small penalty. Failing which we allow another 7 days with an additional small penalty. Failure to pay even then, will result in the account being temporarily blocked and it goes to full collection mode with a penalty.

While creating custom schedule, how many instalments I can create? And is there any additional interest charges?

You can create a maximum of 3 instalments when you create a custom schedule. No interest charges added to the total outstanding when you create a custom schedule.

What if I miss my custom schedule?

We have extended your payment schedule in good faith. Please pay accordingly. Failure to pay to this schedule will harm your credit in the future.


Customer Support

How do we reach your customer support?

You may reach our customer support via Help button, which can be found on the upper right corner of your Umbrella App.

Is support 24x7?

Our support is from Monday to Friday, 9am to 6pm, except public holidays.