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: 300px"></figure> Or, you also can follow the steps below to find your ongoing order: <ul><li>Go ... Read more

Question 1

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 2

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). Currently, this service is available at Semarang, Surabaya, and Palembang.

For example:

Sender A wants to send ... 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 following these steps:

On the Gojek homepage, open My Profile menu by clicking on your profile photo
Click on My Orders menu then click on the order history that you want to see in ... Read more

Question 4

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 5

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:

GoPay is not available
We found something not right with your account
Our system detected suspicious activities on your account
Wallet locked
Sorry, you can't make any orders. Please contact our customer service for detailed information.
Please contact ... Read more

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

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 8

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 9

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 10

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 11

How to get transaction receipt

Accepted Answer

After your GoRide, GoCar, and GoSend 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, or GoSend services, you can get it from your order history by choosing 'My Orders' on 'My ... Read more

Question 12

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 13

How to redeem promo code

Accepted Answer

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

Click ‘Got a promo code? Enter here’ menu in ‘Promo’ page or

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

Question 14

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 15

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 16

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 17

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. Or, ... Read more

Question 18

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 19

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 20

I paid twice for the same order

Accepted Answer

If you’ve already paid twice for the same order, please report it to us via Gojek Help page (on My Profile menu) by clicking Contact Us* below the article and we’ll be glad to help you.

*Contact Us button only accessible when you open this ... Read more

Question 21

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 22

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 23

I didn’t receive my package

Accepted Answer

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

Question 24

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 25

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:

GOJEK App

GoSend

Show you care when you can't be there

FAQ

Browse Category

Service

Others

Partner

Account