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Upgrade to GoPay Plus is not processed

The process of upgrading your GoPay account to GoPay Plus takes approximately 1x24 hours. If after 1x24 hours you have not received confirmation,

you can report this incident to us via Gojek Help page (under My Profile menu) by clicking the Contact Us* button below.

But before that, please check your account upgrade status first on GoPay Plus page by following these steps:

  1. Click 'Explore' on GoPay menu
  2. Choose ‘Settings’ to see your account's upgrade status on GoPay Plus page

Here is the upgrade status that you will see:

  • Pending = Documents have been accepted and are still being processed
  • Approved = Your GoPay account upgrade to GoPay Plus is successful
  • Rejected = Your GoPay account upgrade to GoPay Plus was rejected because it did not match the required criteria. Click here to check out the reasons.
    If the rejection reason is because your ID has been used for upgrade in another account, you can report it to us in this article*.
  • Uploading the data = If you see this status even though you have successfully uploaded and sent the document, it is possible that the document has not been received by the system.
    Please do the following things first and resubmit your data:
    1. Make sure you have a stable internet connection
    2. You use the latest Gojek app version
    3. Restart your phone, then clear cache
    4. Turn off the Battery Saver feature by following these steps:
      1. Go to Setting (Pengaturan)
      2. Choose Device Maintenance (Pemeliharaan perangkat)
      3. Choose Battery (Baterai)
      4. Check the Power Saving Mode (Mode Hemat Daya) and make sure it is off
    5. Log out and relog in to your Gojek account
    6. Try to upgrade GoPlay Plus again

Notes:
Once your GoPay Plus status becomes "Approved", please wait for a few moments before using GoPay Plus feature such as transfer to other Gojek users or bank accounts. Please click the following link: Transfer and Request GoPay Balance*, to find out more information or if you experience problems related to transfer.
Hope the information above helps you.

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

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