Below are examples of situations and steps to secure your account in case you suspect someone is using your account without your knowledge:

Brute Force:

Gojek/GoPay account take over.

• Change your data, such as phone number, email, name, and GoPay PIN, if you receive a notification of a data change that you did not make. Learn how to do it athttp://gojek.com/secure*.

Recycled Phone Numbers

You may be using a recycled phone number that was previously registered to a Gojek account.

• If the information on the Profile page is different but don't get any notifications and it's your first time logging in to your Gojek account, your number might be recycled. Don't worry, you can report in “What if the phone number/email I want to use is already registered on another account?*" article.

Unknown transaction

Unauthorized transactions have occurred on your account, which you did not initiate.

• Confirm with family, friends, or relatives if there are unknown transactions. If not from them, report in “Report unknown transaction*" article.

Learn more if you find transactions from Google Play* atau Apple*.

What if I have done the steps above, but someone is still using my account?

Report it to us immediately through this article*.

We also have tips to secure your Gojek account so it won’t happen again. Read here*.

Notes:

• Any refund request is subject to assessment under the terms and conditions of the Money Back Guarantee program.
• Our refund policy does not cover the loss of the GoPay balance due to a seller scam, someone trying to provide gift prizes, or if you have shared your OTP/PIN/Login Link with another party.
• Suppose you see someone else's information on the Profile page after registering your new number with your Gojek account; you may have purchased a recycled phone number that was previously registered with another Gojek account. If true, immediately change the data.

*)Link is only accessible when you open this page on your phone/tablet.