Test wallet account blocked for Boku

General
1

Hi Team,

The test wallet account provided to Boku is currently blocked due to below reasons:

IMG-20260223-WA0019
IMG-20260223-WA0019540×1170 29.4 KB

This is what is seen while logging in

If I click on ‘May be later’ - Takes me to the login screen.
If I click on ‘Continue’ - Takes me to the verification screen where the face is scanned

Is this the right forum to raise it? because I believe you would require test account details as well.

We would need your help in unblocking this for us as we are currently unable to use this account for testing purpose.

2

It seems you may be referring to the Sandbox Maya App account that is currently blocked. The behavior you’re seeing — being redirected to a face verification screen and unable to proceed — indicates the test account may have been flagged due to security policies or inactivity. This is a sandbox-specific issue and should be addressed via the Maya Developer Hub Service Desk (ASKMAYADEV). To resolve this:

  1. Do not use the public test account (+639900100900) if it’s blocked; request a dedicated sandbox account from your Maya Relationship Manager.
  2. Create a ticket in ASKMAYADEV using the “Report an Integration Problem” category.
  3. Include in your ticket:
    • The exact username of the blocked test account
    • Screenshots of the error (including the verification screen)
    • Timestamps of when the issue started
    • Any transaction IDs or reference numbers

Note: This is the correct channel for sandbox issues. Production support channels (e.g., business.support@maya.ph) cannot assist with sandbox account blocks. Your Relationship Manager can also expedite the unblocking if you provide them with the ticket number.

For Sandbox concerns and other technical implementation inquiries, please get in touch with us via:

  • Sandbox Health Page: Check real-time service status updates.
  • Maya Developer Hub Service Desk: File
    a ticket in Sandbox.

To Know More:

We value your input and would love to hear your insights. Please submit you feedback here.

3

This account is used for production testing and in production environment. Do I still have to report this on ASKMAYADEV? If yes, could you please provide the link for the same?

4

Hi @jwadkar, in which environment are you trying to do your testing?

  • If in Sandbox, you will need to install and use the Sandbox Maya app. Kindly coordinate with your Maya Relationship Manager to have access to the app.
  • For production, there is no test account in production. You will need to use your own accounts to perform live transactions.
5

Hi @frances.kagahastian

We were testing for production and were using the following test account : Account : 63-9664963202

Can this be only used for sandbox?

6

Hi @jwadkar, only sandbox test accounts are issued to merchants and is publicly available in the Maya Developer Hub.

In production, you are already using real e-wallet accounts. Coordinate with your company POC and Maya Relationship Manager, on who will conduct the testing using their legitimate accounts. Keep in mind that transactions performed in production will incur real charges.

7

@frances.kagahastian I already checked with our company POC and this is what they shared. Yes, we are currently using e-wallet accounts but those are not the ones provided by Maya..

Is it possible for Maya to provide a real test account on production environment?

cc: @renzoatos

8

@jwadkar, as mentioned earlier, Maya does not provide test data for production. Your team will need to use a legitimate account to perform live transactions.

Only sandbox accounts are provided for the Sandbox environment testing.

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