LoadXtreme: Frequently Asked Questions

Registration and Subscription Program FAQ:

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 Subscription Program using the PLX NEWCEL command. Please refer to SMS commands section of the online FAQs.

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?

Yes, you can. Just register your number by changing the mobile number assigned to your LoadXtreme Subscription Program using the PLX NEWCEL command. Please refer to SMS commands section of the online FAQs.

Is my Subscription Program fully transferable or inheritable?

No, your Retailership with LoadXtreme program is not transferable or inheritable.

Can I have multiple Subscription Programs under my name?

We do not allow buying of multiple Subscription Programs. LoadXtreme Subscription Program does not give additional privileges or incentives, nor does it provide special preferences to members who willfully buy multiple Subscription Programs.

What is PIK?

PIK is your numeric LoadXtreme Personal Identification Key. PIK is used for your Subscription Program 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 on a regular basis. Maximum allowable digits for the PIK are six (6). When changing your PIK (PLX 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 Program 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 the 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.

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PLX Load FAQ:

What are PLX Loads?

PLX Loads are PORTAL Loads your pre-purchased from your Dealers or from Portal head office. You can use your PLX Loads to ‘retail’ all listed prepaid products. Once you retail/sell products, the corresponding WSR (wholesale rate) amount of the products will be deducted from your PLX Load credit.

How do I dispense brand-specific prepaid loads to my customers?

You can dispense brand-specific loads to your customers using the PLX 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 PLX LOAD command. By sending a PLX 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 PLX 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?

Check the format of your PLX LOAD command first. You can refer to the LoadXtreme Product and Loading Guide included in your Retailer Kit. If you’re sure that the format you are sending and that the PIN you are using is correct, call the Customer Service Hotline of your Service Provider (included in the Product Guide) and ask for help. Usual errors received during PIN loading are problems related to their 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:

1. Please check the balance of your customer. The PIN may have been loaded already.
2. Make sure the product requested matches the service provider.
3. Check the manner how the PIN is being loaded.
4. Double check the PIN forwarded by the system (There might be an error in copying).
5. 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 PLX LOAD command.

How do I replenish my PLX ‘load wallet?’

There are various ways. (1) You can ask from your Dealer to replenish your account. (2) You can transfer payment to Portal Innovations via EPCIB Bills Payment Facility. (3) You can deposit payment to Portal Innovations via EPCIB and RCBC. Please refer to your Retailer Manual for more information.

I have already deposited/transferred payments to Portal Innovations’ bank accounts, but I do not receive my load yet. What should I do?

Check if you have already notified Portal head office of your payment. Notification is being done by sending the necessary PLX RELOAD command to the system. Once the notification is sent, your account shall be replenished within 1-2 hours upon verification of your payment. 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.