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Money Back Guarantee claim

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. 
  2. Phone loss: Loss of mobile phone which causes irresponsible account usage that leads to a loss in GoPay balance/GoPayLater limit. 

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.
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.

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

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