> For the complete documentation index, see [llms.txt](https://docs.doku.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.doku.com/mobile-apps/doku-e-wallet/faq.md).

# FAQ

FAQ for DOKU e-Wallet App

## General & Account

<details>

<summary>What is the difference between DOKU and DOKU e-Wallet?</summary>

DOKU is a payment service provider that offers a comprehensive range of digital payment solutions for businesses. DOKU e-Wallet is one of DOKU’s consumer-facing products — a digital wallet that enables users to store funds and make secure transactions conveniently.

</details>

<details>

<summary>How do I sign up for DOKU e-Wallet?</summary>

Download the app, enter a mobile number linked to WhatsApp, fill in your details, create a PIN, then enter the OTP from WhatsApp. See Getting Started.

</details>

<details>

<summary>What's the difference between Basic and Premium accounts?</summary>

Premium accounts have verified identities and get a maximum balance of Rp20,000,000, a monthly transaction limit of Rp40,000,000, and access to transfers, cash withdrawals, and e-wallet transfers. See Account Types.

</details>

<details>

<summary>Why was my upgrade request rejected?</summary>

Common reasons: the document photo is blurry or unreadable, the selfie doesn't match the photo on the document, or the document is damaged. Retake your photos so everything is clearly visible.

</details>

<details>

<summary>Can I use one KTP for multiple accounts?</summary>

No. One identity can only be used for one DOKU e-Wallet account.

</details>

<details>

<summary>Why is my account locked, and how do I unlock it?</summary>

Your account locks automatically after 3 wrong PIN attempts in a row. Tap **Send Verification Code** on the locked account screen, enter the OTP from your email, then your PIN, then the OTP from WhatsApp.

</details>

<details>

<summary>I forgot my PIN. What should I do?</summary>

Tap **Forgot PIN** on the screen that asks for your PIN, or go to **Account** > **Security**. Create a new PIN and verify with an OTP.

</details>

<details>

<summary>I didn't receive an OTP code. What can I do?</summary>

* Make sure your number is active, your internet connection is good, and your number is registered on WhatsApp.
* Make sure you've accepted WhatsApp's Terms of Service.
* Wait at least 5 minutes before requesting a new code.

</details>

<details>

<summary>How do I change my mobile number or email?</summary>

Go to **Account** > **Edit Profile**, then change your number or email. Have access ready to your registered email (to change your number) or your new email (to change your email), since verification is done through a link. After changing your number, you'll need to log in again.

</details>

<details>

<summary>How do I delete my account?</summary>

Go to **Account** > **Delete Account**, fill in the form, accept the terms, then confirm with your PIN. Deletion is processed within 30 days. If you log in during that time, your deletion request is automatically canceled. If you still have a balance, you'll be asked to provide a bank account for a refund.

</details>

<details>

<summary>My account is dormant. What does that mean?</summary>

Accounts are deactivated automatically after more than 12 months without any transactions. We send email reminders before this happens (D-30, D-14, D-7, and on the day of deactivation). Make a transaction before the dormant date to keep your account active. Your balance stays safe. To reactivate, contact <care@doku.com>.

</details>

***

## Balance & Transactions

<details>

<summary>How can I make an online payment using DOKU e-Wallet?</summary>

1. Select **DOKU e-Wallet** when proceeding with the transaction payment.
2. Enter your **DOKU ID** and **PIN**.
3. If your PIN is correct, the payment will be processed. You have a maximum of three attempts to enter the correct PIN.

</details>

<details>

<summary>What's the maximum balance I can hold?</summary>

The maximum balance and monthly transaction limits depend on your account type:

Basic Account:

* Maximum balance: IDR 2,000,000
* Maximum monthly transactions: IDR 20,000,000

Premium Account:

* Maximum balance: IDR 20,000,000
* Maximum monthly transactions: IDR 40,000,000

To enjoy higher limits, you can upgrade to a Premium Account by completing the required verification process in the app.

</details>

<details>

<summary>How do I top up my balance?</summary>

Via bank transfer (ATM/mobile banking) or Alfamart Group minimarkets. Open the **Top Up** menu for step-by-step guidance. Fees depend on the method and are shown on the confirmation screen.

</details>

<details>

<summary>Are there fees for top ups?</summary>

* Bank Permata transfers to a Permata Bank account (`856666`) are free.
* Bank CIMB Niaga transfers to a CIMB Niaga account (`51490`) are free.
* Transfers from other banks to a Permata Bank account (`856666`) or DOKU account (`899`) cost IDR 6,500.
* Top ups at convenience stores cost IDR 2,500.

</details>

<details>

<summary>My balance hasn't increased after a top up. What should I do?</summary>

Check your transfer receipt and make sure the DOKU ID is correct, then check the status in **History**. If it still hasn't arrived, contact Customer Care.

</details>

<details>

<summary>My payment failed but my balance was deducted. What now?</summary>

Email <care@doku.com> with the merchant name, your DOKU ID, the invoice/receipt number, and the date and amount of the transaction. Our team will look into it.

</details>

<details>

<summary>My bank transfer shows as successful/pending but the recipient hasn't received the funds?</summary>

Allow up to 24 hours for bank reconciliation. If it still hasn't arrived, contact <care@doku.com> with your proof of transaction.

</details>

<details>

<summary>Is IndiHome paid through the Internet &#x26; Cable TV menu?</summary>

No. Pay IndiHome through the **Telkom** menu. The Internet & Cable TV menu is for MNC Vision, OKE Vision, and TOPTV.

</details>

<details>

<summary>Can I set up BPJS autodebit?</summary>

Yes. Register your card number in the **BPJS Autodebit** menu. Your balance is deducted automatically on the 5th of every month, so make sure it's sufficient.

</details>

***

{% hint style="info" %}
If your questions cannot be found here, please visit [DOKU Help Center](https://help.doku.com/) for further information.
{% endhint %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://docs.doku.com/mobile-apps/doku-e-wallet/faq.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.