Frequently Asked Questions (FAQ)
Registration and Subscription FAQs
Do I still need to purchase a new LoadXtreme Kit in case my SIM card or phone gets lost?
I used a different mobile phone when I registered for LoadXtreme Subscription Program, can I still re-register my own phone for my LoadXtreme Subscription Program?
Is my subscription fully transferable or inheritable?
Can I have multiple Subscription Programs under my name?
What is PIK?
Where do I get my PIK?
I forgot my PIK. How do I retrieve it?
Can I change my PIK?
Can I use other mobile phones to request changes in my account information?
Can a Retailer sign-up a Retailer?
LX loads/Loadwallet FAQs
What are LX Loads?
How do I dispense brand-specific prepaid loads to my customers?
I received a successful loading notification from the system but my customer did not receive the Prepaid Product (PIN-Based, OTA, Insurance). What should I do?
My customer received an error when loading the PIN I dispensed, what should I do?
Loading sometimes take too long. Why does this happen?
How do I replenish my LX load wallet?
I have already deposited/transferred payments to VMobile’s bank accounts, but I have not receive my load yet. What should I do?
What do I do if a LoadXtreme accredited establishment doesn’t recognize or accept my subscription ID card?
SMS Commands
What are the different SMS commands to be used when accessing the LoadXtreme system?
How do I reload an AXS card over-the-air?
How do I contact Customer Service via SMS?
Dealer FAQs
As a Dealer, how do I sign-up Retailers?
What is GRO?
Are there requirements to earn my GRO?
What happens to my GRO if I fail to meet the requirements?
MyLX and XBIZ FAQs
What are the different SMS commands to access MyLX and XBIZ information?
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REGISTRATION AND SUBSCRIPTION FAQs
Do I still need to purchase a new LoadXtreme Kit in case my SIM card or phone gets lost?
No. In case you bought a new SIM Card to replace your lost or stolen SIM, just register your new number by changing the mobile number assigned to your LoadXtreme account using the LX NEWCEL command.
I used a different mobile phone when I registered for LoadXtreme, can I re-register my own phone for my LoadXtreme Subscription Program?
Yes, you can. Just register your number by changing the mobile number assigned to your LoadXtreme account using the LX NEWCEL command.
Is my subscription fully transferable or inheritable?
No, your Dealership/Retailership with LoadXtreme program is not transferable or inheritable.
Can I have multiple Subscription Programs under my name?
Multiple subscriptions are allowed up to a maximum of three (3). However, please note that LoadXtreme does not give additional privileges or incentives, nor does it provide special preferences to members who willfully buy multiple subscriptions.
What is PIK?
PIK is your numeric LoadXtreme Personal Identification Key. PIK is used for your account security. Please memorize your PIK or put it in a secure place. Do not divulge your PIK to anyone! We also suggest that you change your PIK regularly. Maximum allowable digits for the PIK are six (6). When changing your PIK (LX CHGPIK), you must not include spaces.
Where do I get my PIK?
Your PIK shall be provided to you by the LoadXtreme SMS registration system during your subscription registration process.
I forgot my PIK. How do I retrieve it?
You need to call the LoadXtreme Customer Service department. Your PIK shall be sent to your mobile number registered in our system. Please note that a service charge may be applied to this type of request.
Can I change my PIK?
Yes, you may, and we encourage you to do so from time to time to ensure that your PIK’s confidentiality is not compromised. Please refer to Changing your PIK section of the LoadXtreme Subscription Program Guide.
Can I use other mobile phones to request changes in my account information?
Yes. But for security purposes, we suggest that you avoid doing so.
Can a Retailer sign-up a Retailer?
Yes. Under the Retailer Affiliate Program (RAP), a Retailer can sign-up a Retailer. You may download the latest RAP brochure by visiting the resources page. Or you may refer to the LX RAP SMS command guide under this FAQ page.
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LX LOADS/LOADWALLET FAQs
What are LX Loads?
LX Loads are LoadXtreme Loads. You may also refer to it as 'load wallet' credits. You can use your LX Loads or load wallet credits to ‘retail’ all listed prepaid products. Each time you retail or sell products, the corresponding WSR (wholesale rate) amount of the products will be deducted from your load wallet balance. You may replenish your LX loads by purchasing load wallet credits from your Dealer or depositing payments to VMobile accredited banks or bills payment facilities where available. For load wallet replenishment details, click here.
How do I dispense brand-specific prepaid loads to my customers?
You can dispense brand-specific loads to your customers using the LX LOAD command. Please refer to
SMS commands section of the online FAQs.
I received a successful loading notification from the system but my customer did not receive the Prepaid Product (PIN-Based, OTA, Insurance). What should I do?
These problems may be caused by telco congestion. Do not send another set of LX LOAD command. By sending an LX RESEND command to the system, you may be able to resend the PIN based products to your customer. Please refer to SMS commands section of the online FAQs. If your LX RESEND command doesn’t work, please notify our Customer Service immediately.
My customer received an error when loading the PIN I dispensed, what should I do?
Re-check the product code you used when you requested the load. You can refer to the LoadXtreme Product and Loading Guide included in your Retailer Kit. If you’re sure that the product code you sent and that the parameters you used are correct, call the Customer Service Hotline of the telco operator (included in the Product Guide) and ask for help. Usual errors received during PIN loading are problems related to the operator's own system. However, if their customer service assistants advised you that the load PIN you received are invalid or already used by another subscriber, you can notify LoadXtreme Customer Service to assist you. Here are some steps that must be taken first before calling any customer support:
- Check the balance of your customer. The PIN may have been loaded already by the same customer.
- Make sure the product requested matches the service provider.
- Check the manner how the PIN is being loaded by the customer.
- Double check the PIN forwarded by the system (There might be an error in copying).
- Check for possibility of the PIN being loaded by other persons other than your customers by asking the customer if they have forwarded the PIN to other users.
Loading sometimes take too long. Why does this happen?
These problems may be caused by telco congestion during peak hours, especially during holidays. Do not send another set of LX LOAD command.
How do I replenish my LX load wallet?
There are various ways.
(1) You can ask from your Dealer to replenish your account. The Dealer may charge not more than 1% of the credit amount as service fee.
(2) You can transfer payment to VMobile via Union Bank Bills Payment facility.
(3) You can send payments to VMobile Technologies by depositing desired amount to VMObile's accredited banks. Please refer to your Retailer Manual for more information on these banks.
I have already deposited/transferred payments to VMobile’s bank accounts, but I have not receive my load yet. What should I do?
Check if you have already notified VMobile head office of your payment. Notification is being done by sending the necessary LX RELOAD command to the system. Once the notification is sent, your account shall be replenished as soon as your deposit has been verified. Take note that posting period of your deposit varies depending on bank policies. Please refer to SMS commands section of the online FAQs for the proper command format.
What do I do if a LoadXtreme accredited establishment doesn’t recognize or accept my subscription ID card?
Call our attention immediately. Contact LoadXtreme Customer Service Hotline.
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SMS COMMANDS
Note: Do not include '<' or '>' when sending your SMS commands
TO REGISTER:
Step 1
LX REG
Ex. LX REG 5412345678 1812345678 08-05-1973 SUN JUAN DELA CRUZ
Allowed Telco Codes: SMART, TNT, GLOBE, TM, SUN, and RED
Step 2
LX CHGADDR
Ex. LX CHGADDR 5412345678 123456 1906 Galleria Corporate Ctr. EDSA cor
Ortigas Ave., Quezon City
TO MANAGE ACCOUNT:
Change PIK
LX CHGPIK
Ex. LX CHGPIK 5412345678 123456 654321
Check Load Wallet Balance
LX BAL
Ex. LX BAL 5412345678 123456
Change Registered Cellphone Number
LX NEWCEL
Ex. LX NEWCEL 5412345678 123456 09196543210
TO SIGN-UP RETAILERS (Dealer ONLY Command)
LX IREG DealerID/PIK/Cellphone#/Telco Code*/Full name/Birthdate/Address
Ex. LX IREG 5412345678/123456/09199876541/smart/Jose R.
Potenciano/08-07-1973/Cuatro de Julio, Galas, Quezon City
TO SIGN-UP RETAILERS (Retailer ONLY Command)
LX RAP RetailerID/PIK/NewRetailerCellphone#/Telco Code*/Full name/Birthdate/Address
Ex. LX RAP 5812345678/123456/09199876541/tnt/Weng Peralta/08-07-1973
/Cuatro de Julio, Galas, Quezon City
* Acceptable Telco codes are SMART, TNT, RED, GLOBE, TM and SUN only.
TO SELL LOADS:
Over-the-Air Electronic Loads (OTA)
LX LOAD
EX. LX LOAD 54012345678 112233 S30X 09201234567
Variable Denomination OTA (Pa-piso-pisong dagdag)
Available for Globe and TM Subscribers only
Denomination ranges only from 20 to 150 pesos
WSR rate is 9.89% of Product Denomination
LX OTA
Ex. LX OTA 54012345678/112233/GLOBE/26/09172042410
Electronic PINs (Card-based prepaid load products)
LX LOAD
Ex. LX LOAD 54012345678 112233 LEVELUP100 09229224545
for Electronic PIN (e-PIN)
AXS Card Loads (for MRT)
LX AXSMRT
Note: Minimum AXS Card reload amount is P50.00; Maximum reload amount
and credit limit is Php2,000.00.
After reloading, customers must update their AXS balance thru GPass or AXS
booths found in selected MRT stations.
MRT Station Names Allowed
NORTH - North Avenue
QUEZON - Quezon Avenue
KAMUNING - Kamuning (availability to be announced)
CUBAO - Cubao
SANTOLAN - Santolan (availability to be announced)
ORTIGAS - Ortigas
SHAW - Shaw Blvd.
BONI - Boni
GUADALUPE - Guadalupe
BUENDIA - Buendia
AYALA - Ayala
MAGALLANES - Magallanes
TAFT - Taft
RESENDING LOADS:
Available only for e-PIN products
LX RESEND
EX. LX RESEND 54012345678 112233 S300 87654321
RELOAD (loadwallet replenishment notification):
LX RELOAD
