What to Do When Your PSAHelpline Order is Tagged as Failed Delivery

Published on April 19, 2023

How long does it take to deliver my PSA birth certificate order?

Ordering your PSA certificates online is a safe, economical, and convenient way to get copies of your civil registry documents. By submitting your order through PSAHelpline’s website and making a payment through any of the available payment channels, you just wait a few days, and your PSA certificates will arrive at your doorstep. PSAHelpline delivers in three to four working days in Metro Manila and up to eight working days in provincial areas.

Unlike having food and other essentials sent to your home, PSA certificate online delivery require more meticulous conveyance as these documents contain personal details. PSAHelpline follows a thorough and comprehensive delivery process to ensure that the PSA certificates are handed over to the rightful owner or authorized requester only.

If the owner is unable to personally receive his documents, the order may be tagged as failed delivery.

Who may order a PSA certificate online through PSAHelpline.ph?

You may order your own PSA certificates through the PSAHelpline.ph. You may also order for other people but these are limited to members of your immediate family only.

PSA Certificate Type Who May Order Edit
PSA Birth Certificate
  • Owner of the certificate
  • Parents of the owner of the certificate
  • Children (who are of legal age) of the owner of the certificate
PSA Marriage Certificate
  • Owner of the certificate
  • Parents of the owner of the certificate
  • Children (who are of legal age) of the owner of the certificate
PSA Death Certificate
  • Legal spouse of deceased
  • Children (who are of legal age) of deceased
PSA Certificate of No Marriage (CENOMAR)
  • Owner of the certificate
  • Parents of the owner of the certificate
  • Children (who are of legal age) of the owner of the certificate

No one else may order your PSA certificates online (through PSAHelpline.ph) except your parents or your children who are of legal age. On the delivery date of the ordered documents, the courier will ask to see valid identifications of the person who will receive the packet. The courier will release the certificate only to the owner or the authorized requester.

The recipient must present a signed, valid original government-issued ID to the courier to establish his or her identity. Acceptable IDs are:

  • Philippine Passport issued by the Department of Foreign Affairs (DFA)
  • Driver’s License issued by the Land Transportation Office (LTO)
  • Professional Regulations Commission (PRC) ID
  • Integrated Bar of the Philippines (IBP) ID
  • Government Service Insurance System (GSIS) Unified Multi-purpose ID/eCard
  • Social Security System (SSS) Unified Multi-purpose ID
  • Home Development Mutual Fund (Pag-IBIG) Loyalty Card
  • Voter’s ID issued by the Commission on Elections (COMELEC)
  • Postal ID issued by Philippine Postal Corporation (PhlPost)
  • Senior Citizen’s ID card issued by the Office of Senior Citizen Affairs (OSCA) and/or local government units (LGUs)
  • OFW IDs issued by the Department of Labor and Employment (DOLE)
  • Overseas Workers Welfare Administration (OWWA) ID
  • Seaman’s/Seawoman’s Book issued by the Maritime Industry Authority (MARINA)
  • Diplomat/Consular ID issued by the Philippine Embassy
  • National Bureau of Investigation (NBI) Clearance
  • Philippine National Police (PNP) ID/Police Clearance
  • Department of Social Welfare and Development (DSWD) Certification/4Ps ID
  • Barangay ID/Certification with picture and signature
  • Person with Disability (PWD) ID issued by the National Council on Disability Affairs (NCDA) or its regional counterpart, Office of the Mayor, Office of the Barangay Captain, DSWD Office, and other participating organizations with Memorandum of Agreement with the Department of Health (DOH)
  • IDs issued by the National Government offices (e.g. AFP, DAR, DENR, DOH, DOJ) including Government Owned and Controlled Corporations (GOCCs)
  • IDs issued by the Offices of the Local Chief Executives (Governor, Vice Governor, Mayor, and Vice Mayor)
  • Tax Identification Card (TIN) with photo and signature issued by the Bureau of Internal Revenue
  • School/Student ID for enrolled students, 18 years old and above, issued by reputable schools/colleges/universities recognized by the Department of Education (DepEd) or Commission on Higher Education (CHEd) signed by the principal or head of the academic institution.
  • Company IDs issued by private entities or institutions registered with, supervised, or regulated by the Bangko Sentral ng Pilipinas (BSP), Securities and Exchange Commission (SEC), or Insurance Commission (IC).
  • For foreign nationals, passport issued by foreign governments and any of the following:
    • Alien Certification of Registration (ACR I-card)
    • Immigrant Certificate of Registration
    • Special Resident Retiree Visa issued by the Bureau of Immigration through the Philippine Retiremement Authority
  • Philippine Identification System ID (ePhilID)
  • PhilSys ID

What does Failed Delivery mean?

PSA birth certificate failed delivery attempts.

An order will be tagged as failed delivery for the following reasons:

  1. The owner of the certificate or the authorized requester is not able to personally receive the document on the day of delivery.
  2. If the owner of the certificate or the authorized requester assigned a representative to receive the document on his or her behalf, the document will not be released. Even if the representative presents an authorization letter from the owner of the certificate, the document will not be handed to him.

What must be done when an order is tagged as failed delivery?

When an order is tagged as failed delivery, the owner or authorized requester must call the PSAHelpline hotline to make delivery arrangements. The requester may specify the date when he or she is available to receive the documents at the address indicated on the order.

Hotline: (02) 87371111 – available from Monday to Saturday, 8AM to 5PM, except during holidays

Email: help@psahelpline.ph available 24/7

The status of an order at PSAHelpline may also be tracked using the order’s Reference Number. This is the 10-digit number assigned to the order after it has been submitted by the applicant. To check the status of an order, just click the Check Status link on the top of the homepage and type the order’s Reference Number on the field.

By tracking an order, the recipient will have an idea when he or she can expect the document to arrive. If the recipient is not available to personally receive the document on the day of delivery, they may call PSAHelpline’s hotline or send an email to make delivery arrangements.

What happens if the owner fails to make delivery arrangements?

The undelivered document will be returned to PSA after 30 days and the applicant’s payment will be forfeited.

Are there other delivery options aside from door-to-door delivery?

PSA birth certificate pick up at National Book Store branch.

Yes. Metro Manila applicants may opt to have their PSA certificates dropped off at their preferred National Book Store branches, for pick up at a later time. This way, if the applicant is busy most of the week, he or she may simply pick up the PSA certificates at their chosen National Book Store branch.

The applicant must choose the delivery option before confirming the order on the PSAHelpline website. Below is the list of participating National Book Store branches:

  • NBS Robinson’s Galleria
  • NBS Quezon Avenue
  • NBS Taft Avenue
  • NBS Victory Center Mall
  • NBS Superbranch Cubao
  • NBS Filinvest Festival Mall
  • NBS Shopwise Sucat
  • NBS Cash and Carry
  • NBS Rockwell

PSAHelpline shall advise the applicant when the PSA certificates are available for pick up at his or her chosen National Book Store branch. Again, only the owner of the PSA certificate or the authorized requester may claim the PSA certificate. Representatives, even with an authorization letter, will not be entertained.

Upon claiming, the applicant must be able to show a signed, valid, government-issued ID and the email or SMS notification from PSAHelpline advising that the ordered certificate is now ready for pick up at the said bookstore branch.

Unclaimed documents will be returned to the PSA after 30 days (from the date it was dropped off at the branch). If the applicant wishes to get a copy of the document, he or she must make a new application.

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