GOMO SIM registered to GCash but I can’t access it—money sent but not received

Problem/Goal:
My GOMO number is already registered to a GCash account, but I cannot access it. I also sent money from Maya to that number, and it was not received. I want to understand what happened and how to recover the account or the money.

Context:
I bought my GOMO SIM on November 16, 2025 from the official GOMO store on Lazada. After activating it, I linked this number to all my important accounts, including email and banking apps.

Recently, my sister asked me to send her money. I don’t have GCash, so I sent money from Maya to her GCash account. Later, she told me she never received the money and forgot to inform me immediately.

When I checked, I found out that the number DOES exist in GCash. However, when I try to log in using my number, it asks for an OTP sent to an email address linked to the account — but I don’t recognize or have access to that email.

Previous Attempts:

• Researched articles stating that if the number does not exist, the transaction will automatically refund.
• Contacted Maya customer support to verify the transaction.
• Maya confirmed that the number is already registered to a GCash account.
• Tried logging in to GCash, but I cannot proceed because the OTP is sent to an unknown email.

Has anyone experienced this issue before? Is it possible that this is a recycled number that was previously registered? What steps should I take next?