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Money Back Guarantee claim
Money Back Guarantee claim

What Kind of Cases Can be Submitted?

As part of the #AmanBersamaGoPay user safety campaign, we present to you Money Back Guarantee program where you can claim a refund for your balance loss due to some cases beyond your control such as:

  1. Brute Force: GoPay account take over which causes a loss to the GoPay balance, GoPayLater limit, GoPay Coins reward balance, and GoPay Tabungan balance.
  2. Phone loss: Loss of mobile phone which causes irresponsible account usage that leads to a loss in GoPay balance, GoPayLater limit, GoPay Coins reward balance, and GoPay Tabungan balance.

Please note: Submission of the Money Back Guarantee claim does not guarantee a refund. Any refund request is subject to assessment under the terms and conditions of the Money Back Guarantee program. At this moment, we do not cover loss of GoPay funds due to seller scam, someone trying to provide gift prizes, or if you have shared your OTP/PIN/Login Link to another party.

Your lost balance case could not be submitted if:

  1. User fails to produce sufficient supporting evidence and/or required documents related to the case.
  2. 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/PIN code sharing to a third party and/or making payments outside of the Gojek application) and/or phishing attempts.
  3. If there is a reasonable belief that the user has an abusive or fraudulent intention that may harm Gojek or its users.


What are the Data Needed for the Claim?

Before claiming a refund of Money Back Guarantee, please make sure these following things first:

  • You have upgraded your GoPay account to GoPay Plus before the case happened.
  • You have set the GoPay PIN before the case happened.
  • Submit your claim in a maximum of 60 days after the case happened.
  • You have read Money Back Guarantee Terms and Conditions here.

To have a successful claim, we will need to verify your identity, please make sure you fill in your personal details correctly in the form via Gojek Help page (under My Profile menu) by clicking the Contact Us* button below.

*Contact Us button only accessible when you open this page on your phone/tablet

We will get back to you immediately after reviewing your claim. If you’re eligible for the program, your balance loss will be refunded to your account.