If GoPay cannot be used for transactions, please always ensure the following:

• GoPay balance is sufficient 

• GoPay is upgraded to GoPay Plus to transfer to another Gojek user and bank account

• Phone camera access has been allowed to transact by scanning a QR code

• You've waited for 30 - 60 minutes if you just finished resetting your GoPay PIN

However, if GoPay cannot be used including while linking to other apps and there are error notifications appear or you face an issue such as:

• GoPay is not available 

• Wallet  blocked  / GoPay is currently blocked 

• Your GoPay cannot be used

• We are securing your GoPay

• You can't use this feature

• Or you are unable to use GoPay Coins

This means that there is a violation indication of the Terms and Conditions of GoPay usage, such as, but not limited to:

• Promo or cashback abuse

Who doesn't like discounts or cashbacks? We are excited to provide promos so that our users can continue to get more benefits when doing their daily activities with GoPay. However, the use of this added benefit must be done wisely and without elements of fraud.

• Indicator of suspicious transaction pattern activity that may be illegal or fraudulent

GoPay is committed to improving the security features of its services so that you are more comfortable when transacting with GoPay. We have activated a number of parameters as alarms to read transaction patterns in our system to prevent potential fraudulent actions or continued losses.

• Your account was reported due to indications of scam without revocation of the report from the complainant

To ensure that your activities using GoPay are uninterrupted, always make sure to transact honestly, with integrity, and not cause inconvenience to other users.

• We are securing your account

If there is an incoming request from the account owner to suspend or we suspect an account has been hacked or compromised, we may suspend it until it can be secured and restored to the account owner in order to reduce potentially malicious activity or losses caused by the perpetrator.

Need help with a locked or limited GoPay wallet?

Immediately report your appeal to us by pressing by clicking 'Contact us'* below and make sure the following items are available:

• Screenshot of the error notification you are experiencing in the application

• Clear and detailed descriptions of the problems experienced and activities that are usually carried out using GoPay. This helps us in the validation process to avoid false positive cases or inappropriate blocking.

Furthermore, we will immediately contact you in a maximum of 2x24 hours after processing the appeal report that you have made. If you pass the validation process, we will reopen your GoPay wallet or features that were deactivated. 

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