Q: I can't find my current order

If you can't see your ongoing order, first, you need to make sure that you’ve seen your Gojek app home page to see your order through 'Track your order'. <figure class="text-center"><img src="https://lelogama.go-jek.com/cms_editor/2021/11/26/I_cant_find_my_current_order_1.png" data-image="11794" style="height: auto;width: 200px"></figure> Or, you also can follow the steps below to find your ongoing order: <ul><li>Go ... Read more

Question 1

Driver has completed my order status without delivering it

Accepted Answer

We are really sorry to hear what happened.

If the driver didn’t deliver your food or goods but completed the order, you can do the following things first if you order GoFood, GoShop, GoSend, or GoMart services:

Check your chat history with the driver (can be seen up to 24 hours ... Read more

Question 2

How to get and download transaction receipt

Accepted Answer

After your GoRide, GoCar, GoSend, GoBox, GoFood, GoMart, and GoShop order is completed, the receipt will be sent to your verified email address. To verify your email, please go to 'My Profile.

If you don't get the receipt after using GoRide, GoCar, GoSend, GoBox, GoFood, GoMart, or GoShop services, you can get ... Read more

Question 3

How to get order history

Accepted Answer

Find your last 15 orders within the last 60 days on the 'Order History'* page by clicking the Orders tab at the bottom screen of the Gojek app homepage, then choosing the History tab. You can also download the receipt directly on the order page.

If you don't find the order history you want, you ... Read more

Question 4

Can't redeem promo code

Accepted Answer

If you're sure your promo code is valid based on its Terms & Conditions but it’s still cannot be redeemed, you can report this incident to us 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.

Question 5

How to redeem promo code

Accepted Answer

If you have a voucher code to redeem, you can exchange it by following these steps:

On the ‘Promos’ page, click ‘Got a promo code? Enter here’ menu, or

Go to 'My profile’ page then click ‘Enter promo code’

Question 6

I can't find my current order

Accepted Answer

If you can't see your ongoing order, first, you need to make sure that you’ve seen your Gojek app home page to see your order through 'Track your order'.

Or, you also can follow the steps below to find your ongoing order:

Go ... Read more

Question 7

How to order GoSend Intercity

Accepted Answer

Good news! Now you can send packages across the city with GoSend.

GoSend cooperates with Paxel in providing special service for shipping goods across the city.

Below are the steps of using GoSend Intercity:

Choose GoSend on your Gojek app homepage.

Question 8

How to find out who received my package

Accepted Answer

Here's how to find out who received your package after it was delivered by the driver:

In the Gojek app home, tap on the ‘Orders’ tab at the bottom of the screen
Tap on the ‘History’ tab

Click the transaction history that you want to see and you will ... Read more

Question 9

Create multiple orders at the same time

Accepted Answer

Use Gojek services to make your activities easier. You can also make multiple orders for GoRide, GoFood*, GoShop, GoMart, GoSend, GoCar, GoBluebird, or GoBox at a time.

For example:

You are on your way home using GoRide, and you want to order food using GoFood at the same time.

Question 10

How to order GoSend Multi Delivery within city

Accepted Answer

Good news! GoSend Multi Delivery is available on the Gojek app; with this service, you can send packages to several different addresses in one transaction (maximum five delivery addresses).

For example:

Sender A wants to send a package to 3 people (B, C, D) at different ... Read more

Question 11

Terms and conditions of GoSend goods

Accepted Answer

Please ensure that the goods are in accordance with the terms and conditions below:

For Within City (Same Day Delivery, Instant Delivery, and Multi Delivery):
- 70x70x50 cm dimension (Instant delivery dan total dimension for Multi delivery), 40 x 40 x 17 (Same Day Delivery)
- Not fragile
- Not ... Read more

Question 12

How to manage your payment method

Accepted Answer

You can manage your payment method for transactions in Gojek app by following these steps:

Choose ‘Explore’ on Gojek app homepage
Click 'Setting' on GoPay Feed (click 'More features' if you can't find it)
Click ‘Manage payment methods’

On the Manage payment methods menu, you can:

Set ... Read more

Question 13

Can't make an order

Accepted Answer

We apologize for the inconvenience. If you can't make an order and get a notification such as:

Question 14

I paid more for the same order

Accepted Answer

If you’ve already paid twice for the same order in the Gojek app, you can report this incident to us via Gojek Help page (under My Profile menu) by clicking the Contact Us* button below.

To prevent this from happening again, here are our suggestions when ordering Gojek services:

Pay attention to the payment method you’re ... Read more

Question 15

I can't find a driver

Accepted Answer

Difficulties in finding a driver could be caused by:

A high demand for Gojek services at the time, for example during rush hour, or
Weather conditions.
Sometimes, it can also be because there are no drivers near the pickup point you want at the moment.

Please try to book again in a ... Read more

Question 16

Driver canceled my order

Accepted Answer

If the driver cancels your order, we will automatically find a new driver with the nearest distance from you. For GoFood and GoShop, if the driver cancels your order due to a closed restaurant or store, you can reorder in another restaurant or store.

If after we find a new ... Read more

Question 17

E-commerce package has not been received

Accepted Answer

If you order GoSend through e-commerce, make sure you have checked the order status first.

If the number you use in e-commerce is the same as the number on your Gojek account, you can track the order status or driver position from Inbox on the Chat feature in the ... Read more

Question 18

GoSend Intercity Insurance

Accepted Answer

We always strive to provide the best experience for you in terms of safety and protection when using GoSend Intercity service with Paxel.

Gojek in collaboration with Paxel provides insurance for every item shipped. You can choose the type of insurance to be used according to ... Read more

Question 19

GoSend Intercity package status

Accepted Answer

In the Intercity Delivery service you can see the status of shipping package with the following details:

When you are booking for intercity and facing this screen we will find you courier and courier will be assigned 30 minutes before pick up time start or ... Read more

Question 20

Chat to driver after the order completed

Accepted Answer

Now you can chat with your driver after the order is completed*. So, if there’s something wrong with your order such as the items you received is not complete or if the driver has completed the order but your item isn’t delivered yet, or even if you left your belongings ... Read more

Question 21

I forgot to pay my order to the driver

Accepted Answer

Always check your payment method after making an order. If you forgot to pay your order to the driver because you use cash/combination payment, you can report it to us via the Help page (on My Profile menu) in Gojek app by clicking the Contact Us* button below this article and we will ... Read more

Question 22

I paid twice for the same order

Accepted Answer

If you’ve already paid twice for the same order in the Gojek app, report

this to us via Gojek Help page (under My Profile menu) by clicking the Contact Us* button below and we'll be glad to help you.

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

To prevent this from ... Read more

Question 23

Driver was Impolite

Accepted Answer

In order to provide the best service to our customers, we have educated our drivers about the policies and procedures that are applied in Gojek Indonesia including how to properly interact with customers.

We are really sorry you have to experience unpleasant journey with our driver ... Read more

Question 24

Driver asked for more payment

Accepted Answer

We are deeply sorry for the driver who insisted and asked for more payment from the total price stated on the app.

Please keep in mind that the payment you should pay to the driver is the total price stated on your app with the payment method that you choose. However, ... Read more

Question 25

I didn’t receive my package

Accepted Answer

If you haven’t received your package, here are some things you can do:

Question 26

Order for someone in a different location

Accepted Answer

Here is how to order Gojek services for your friend at a different location:

Enter your friend's pickup location and destination or your friend’s address to pick up and deliver the package/deliver the order (for GoFood service, you need to change the ‘Your Location’ into your friend’s area as well)

Add location ... Read more

Question 27

My package status

Accepted Answer

We know sometimes it’s confusing to see your order status in GoSend Same Day Delivery service when using it. So, let’s see the meaning for each status below!

If you order GoSend Same Day Delivery through your Gojek app:

Question 28

Type of GoSend services

Accepted Answer

There are three types of GoSend delivery services that you can use:

Instant Delivery:
This service can be used 24 hours while the driver is available. The delivery time for a single delivery address is 1 - 2 hours after the driver picks up ... Read more

Question 29

GoSend service area

Accepted Answer

Instant Delivery:

Ambon, Bali (including Gianyar and Tabanan), Balikpapan, Banda Aceh, Bandung, Banjarmasin, Banyuwangi, Batam, Belitung, Berau, Bitung, Bojonegoro, Bukittinggi, Cilacap, Cirebon, Garut, Gorontalo, Gresik, Jabodetabek, Jambi, Jayapura, Jember, Jombang, Karawang, Kebumen, Kediri, Kendari, Kisaran, Kudus, Lampung, Madiun, Madura, Magelang, Makassar, Malang, Manado, Mataram, Medan, Merauke, ... Read more

Question 30

My package is broken

Accepted Answer

We always strive to give the best service to our customers. Therefore, we aspire to improve our services by educating our drivers regularly to obey the service policies and procedures.

However please keep in mind to prevent any damages when you use GoSend to ship your ... Read more

Question 31

GoSend Insurance

Accepted Answer

GoSend will guarantee that the package you send arrives at your destination in perfect condition. In collaboration with PasarPolis, GoSend provides insurance on every package sent to all customers.

Type of insurance and coverage value

Order via Gojek app:

Standard package protection: Every time you use GoSend service, you are ... Read more

Question 32

How to give rating and tip to driver

Accepted Answer

Giving star(s) to the driver to rate their service can be done after the order is completed. But, giving a tip to the driver can be done while the order is still ongoing or completed.

Giving tips on ongoing order
On the ongoing order page you can directly tip ... Read more

Question 33

Order GoSend within city

Accepted Answer

There are two services of GoSend within city, Instant Delivery and Same Day Delivery. This service is the delivery of packages to a single delivery address.

Instant Delivery also provides Multi delivery service, where you can send packages to several different addresses in one transaction (maximum ... Read more

Question 34

What is GoSend E-commerce?

Accepted Answer

GoSend E-commerce is a premium instant delivery service from GoSend that you can use after purchasing on several E-commerce site such as Tokopedia, Shopee, Bukalapak, Blibli, Lazada, and more.

GoSend E-commerce offers faster delivery time and provided with SMS live tracking, but if you use GoSend from Gojek app, ... Read more

Question 35

I was charged for a Platform fee

Accepted Answer

What is the Platform Fee and why am I being charged with it?

The Platform fee is an application service fee to improve services to customers.This includes development through innovation and technology.

(example of platform fee)

This fee will only be charged to ... Read more

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