We are sorry. Following the GoPay terms and conditions, the transaction cannot be canceled if there’s a mistake when transferring or topping up GoPay balance, and it’s successful. However, if the transaction is made to your GoPay account, but the number associated with it is no longer active, you can:

Change your phone number

You can update your phone number to access your account by clicking the pencil icon on the My Profile* page. For more information, click here*.

Notes: Your GoPay balance will not automatically transfer when you change the mobile number that is registered to another account. So please use/transfer the balance to another account first before changing your cellphone number.

Account Recovery

If you no longer have access to your account with your old number, you can recover your account through Gojek app by:

• Open the Gojek app (in a logged-out state)
• Click 'Continue with Other Account'
• Choose 'Issue with number?'
• Enter the number registered in your Gojek account and follow the next steps to regain access to your account

If you still need more help, report it through this article*. We will help you shortly.

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