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GoPay Money Back Guarantee for GoPay & PayLater Balance

GoPay Money Back Guarantee for GoPay & PayLater Balance
GoPay / 10 Mar 2020

As part of the #AmanBersamaGojek user safety campaign, we are very excited to introduce the GoPay Money Back Guarantee program - an initiative to offer worry-free transactions for Gojek & GoPay users. Check out the video below!

When you lose GoPay and/or PayLater balance due to misuse of your Gojek account beyond your control, no need to worry! There is extra protection from the GoPay Money Back Guarantee program that will be able to return the lost balance. Check these out for our extra protection points!

  1. Our customer service is available 24 hours and can be accessed directly from Gojek apps to resolve your problems comfortably.
  2. No need to worry, you will be able to claim lost balance up to 60 days after the incident.
  3. Any lost balance will be refunded 100% according to the original amount, regardless of the payment type

GoPay Money Back Guarantee FAQ


What is covered?

The program covers fund loss from your GoPay and PayLater balance due to circumstances outside of your control. The safety of your account is also your responsibility, so please remember to keep your Gojek account secured by setting up a PIN, not sharing OTP, and reporting any suspicious activities related to your account. For more information on how to keep your account safe, please click here

What cases are guaranteed?

Your GoPay / PayLater Balance will be refunded should there be any fund loss due to the following:  

  • Brute Force Attack: Balance loss as a result of unauthorized login attempts that lead to Gojek / GoPay account take-over and unauthorized transaction(s);
  • Phone Loss: Balance loss as a result of unauthorized transaction(s) after the loss of your mobile device connected to your Gojek / GoPay account;
  • Order not delivered: If you have paid for your transaction using GoPay / PayLater balance, but your order is not delivered.

Who is guaranteed?

GoPay Money Back Guarantee is only eligible for: verified GoPay users, also known as GoPay Plus, Upgraded GoPay Account. 

  • GoPay users who have successfully upgraded/verified their GoPay account through a Know-Your-Customer (KYC) verification using a valid ID prior to the occurrence of the guaranteed cases; 
  • GoPay users who have activated their PIN code to authenticate GoPay transactions prior to the occurrence of the guaranteed cases; and
  • GoPay users who have not processed a successful claim of GoPay Money Back Guarantee within the last 6 months.

How to process a claim?

1. In Gojek apps homepage, click “Eksplor” or “Explore”.

2. Click “Lainnya” or “More” in the below section.

3. Check the “Plus” menu.

4. Click “Jaminan Saldo Kembali” or “Money Back Guarantee”.

5. Click the “Claim Refund” or “Ajukan Klaim” button.

6. Fill in the form completely to speed up the investigation process.

7. Check the progress of your claim process through My Tickets on the homepage of Gojek apps. Click here to read more about My Tickets.

What are the datas needed for the claim?

For due to mobile device loss:

  • Lost balance type (GoPay/PayLater);
  • The amount of balance lost for each type of balance;
  • Date and time of mobile device loss;
  • Mobile number used when lost;
  • Mobile number used now on the Gojek apps (can be the same as the lost mobile device number);
  • Name according to eKTP;
  • Place of birth according to eKTP.

For brute force losses:

  • Lost balance type (GoPay/PayLater);
  • The amount of balance lost for each type of balance;
  • Date and time of balance lost;
  • Name according to eKTP.

For undelivered orders:

  • Lost balance type (GoPay/PayLater);
  • Canceled order number;
  • Date of the incident;
  • The amount of balance lost.

Check these additional information before claiming:

  1. If the claim exceeds Rp1.000.000, you need to send a Loss Report Letter of Statement (SKTLK) as a proof of balance lost.
  2. GoPay has the right to not continue the claim process if the supporting datas or evidence is insufficient.
  3. If the claim is approved, the lost GoPay balance will be transferred back and/or PayLater balance will be returned up to the initial balance limit.

Limitations and exclusions

  1. The claim must be submitted no later than 60 days after the date of the eligible cases mentioned above;
  2. The required documentation should be sent by these specific time:
    1. If your claim over Rp1.000.000 you should send the required document in 30 days after receiving answer from our customer service;
    2. If your claim up to Rp1.000.000 you should send the required document in 7 days after receiving answer from our customer service.
  3. Claim exception. Your claim is not valid if:
    • User fails to produce sufficient supporting evidence and/or required documents related to the case; 
    • Fund loss is a result of consumer negligence with regard to Gojek / GoPay account security or scam cases (including but not limited to account misuse as a result of OTP code sharing to a third party and/or making payments outside of the Gojek application) and/or phishing attempts;
    • If there is a reasonable belief that the user has an abusive or fraudulent intention that may harm Gojek or its users.

The GoPay Money Back Guarantee is subject to (i) GoPay Terms of Use; (ii) general terms and conditions for use of the Gojek application; (iii) special terms and conditions that apply to each service feature available on the Gojek application; (iv) privacy policy; and (v) applicable laws and regulations. We reserve the right to update the GoPay Money Back Guarantee and the availability of this program from time to time.

With GoPay Money Back Guarantee, you can use GoPay worry-free. Also, see the terms and conditions in here. Don't forget to always apply J.A.G.A, because your account safety is also your responsibility. Start by verifying your GoPay account by upgrading your account and installing a PIN.

If you have further question or need more information, don't hesitate to send an email to customerservice@gojek.com or call 021-50849000. 

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