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Manage Business

Use DOKU Dashboard to manage your Business Account

Overview

There are plenty of ways you can manage your Business Account using DOKU Dashboard.

  1. Manage Team Members

  2. Activate Services

  3. Manage Payment Methods

  4. Set Up Integration

  5. Manage Finances

  6. Manage Reports

  7. Manage Operations

  8. Manage Customers

  9. Set Up a Promo

  10. Manage Multiple Brands

  11. Update Business Data

Account Information

You may find plenty of information in DOKU Dashboard that you may not be familiar with. In this section, you will learn all the information that is shown in DOKU Dashboard.

My User Account Information

Your User Account Information can be found on User Profile page.

  • Name - The registered name of your User Account.

  • Email ID - The registered email address of your User Account.

  • Phone Number - The registered phone number of your User Account.

  • Account Password - The password that is used to register for your User Account.

My Business Account Information

Your Business Account Information can be found on Business Info page.

  • Business ID - The registered ID of your Business Account.

  • Business Name - The registered name of your Business entity (e.g., DOKU Private Limited)

My Brand Information

Your Brand Account Information can be found on Business Info page.

  • Brand ID (Client ID) - The registered ID of your Brand Account.

  • Brand Name - The registered name of your Brand (e.g., DOKU)

  • Secret Key - The private credentials of your Brand Account that is used for technical integration.

  • DOKU Public Key - The public credentials of your Brand Account by DOKU that is used for technical integration.

  • Merchant Public Key - The public credentials of your Brand Account by the Merchant that is used for technical integration.

FAQ

Can I give dashboard access to my team?

Yes, you can invite as many team members as you like to access your DOKU Dashboard. Please follow the the guide on Invite Team Members.

What is the access level and permission for each role in team management?

Access level and permission for each role can be found on Member Roles and Permissions.

As an Admin, you can edit the roles of your team members.

How to switch the language of the dashboard?

DOKU Dashboard supports two languages: Indonesian and English. You can switch between the two languages by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Click the ellipsis icon next to your name

  3. Switch the language based on your preference.

Why are some of the menus missing from the side navigation bar?

Menus may be missing due to the access level of your user account. Please ensure that your team member is assigned to the correct role to be able to access the appropriate pages.

Visit Member Roles and Permissions to learn the access level for each role.

Manage Team Members

Add, remove, or assign roles to team members

Once you have a DOKU Business Account, you can start inviting other members in your business to gain access to the DOKU Dashboard. Inviting users to your Business Account will create a User Account for them without having to create a new Business Account again.

Invite Team Members

You can add users to your team and assign them roles to limit their access to the dashboard. You can invite as many team members as you like to access your DOKU Dashboard by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Team & Security section, select Team Management

  4. Team Management page will appear, then click Invite Team Member

  5. Enter your team member's email address and assign the appropriate role

  6. Complete Google reCAPTCHA, then click SAVE.

You can only invite other team members as an Admin.

Edit or Remove Team Member

Besides inviting team members, you are also enabled to edit their role or remove them from your team. You can remove or change the role of your team member by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Team & Security section, select Team Management

  4. Team Management page will appear where you can see the list of all your team members

  5. Click trash icon to remove team member, or click pencil icon to change the role of your team member.

You can only remove or change the role of other team members as an Admin. Admin can remove or change the role of other Admins.

Member Roles and Permissions

The following table is a list of all the roles and their permissions:

Permissions
Admin
IT
Finance
Operation
Customer Service

Create and manage Payment Link

✅

✅

✅

✅

✅

Create and manage Items on e-Katalog

✅

❌

❌

✅

❌

View, export, and manage transaction report

✅

✅

✅

✅

✅

View reconciled transactions and settlement

✅

❌

✅

❌

❌

View checkout orders

✅

✅

❌

✅

❌

View and update business information

✅

❌

❌

❌

❌

Manage service and payment methods

✅

❌

❌

❌

❌

Invite, edit, and remove team member

✅

❌

❌

❌

❌

Access to notification center

✅

✅

❌

✅

❌

Configure payment settings

✅

✅

❌

✅

❌

Configure checkout page

✅

✅

❌

✅

❌

FAQ

Can I monitor the activities of my team members?

You can monitor the activities of your team members by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  1. Select Settings from the menu

  1. Settings page will appear. Under Team and Security section, select Activity Logs

  1. Activity Logs page will appear, where you will be able to see all the activities of your team members in the DOKU Dashboard

Activate Services

Enable the services offered by DOKU

You can activate services and products offered by DOKU for your business by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Service

  4. On Service page, click ADD SERVICE

  5. Select the service you would like to activate

  6. Click ACTIVATE.

Certain payment methods can only be activated with the assistance of our Sales team. You may contact our Sales team by filling the following form.

FAQ

Why are some of the services disabled?

Certain services require you to sign an agreement with DOKU to be enabled. If you wish to enable those services, please contact our Sales team by filling the following form.

Why is my service status still updating?

Certain services require specific business criteria to be met before they can be activated. If your service status is still updating, please contact your account manager or sales representative for further assistance. Otherwise, please contact our Sales team by filling the following form.

Manage Payment Methods

Configure and customize available payment options for your customers

Activate Payment Methods

You can activate payment methods for your business by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Service

  4. On Service page, click ADD SERVICE.

  5. Select the payment method you would like to activate

  6. Click ACTIVATE.

Certain payment methods can only be activated with the assistance of our Sales team. You may contact our Sales team by filling the following form.

Configure Payment Methods

In this section, you will learn how to configure features for each payment method.. We'll cover specific configuration steps, such as setting up your merchant prefix name for Bank Transfers and country BIN for Cards, and ensuring each payment method is tailored to your business needs.

Bank Transfer (Virtual Account)

Merchant Prefix Name

You can configure your prefix name for Virtual Account by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Virtual Account

  4. Virtual Account Settings page will appear, then click Configure based on the Virtual Account of your choice

  5. A pop-up box will appear where you can add or change the prefix of the Virtual Account to be your business/brand name, then click SAVE.

Cards

Country BIN

You can filter which countries are allowed for card transactions to be processed by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Cards

  4. Cards Settings page will appear, then click Payment Configuration tab

  5. Payment Configuration tab will appear. Under Country & BIN Filtering section, select either of the two options: (1) Allow all BIN countries or (2) Allow partial countries. Selecting partial countries will require you to select the country of your choice

  6. Click Save to submit.

QRIS

Static QRIS

You can view your static QRIS image by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Service

  4. Search for QRIS under the Service list, and then select See Details

  5. A pop-up box will appear where your static QRIS image can be seen.

The static QRIS image becomes available once the payment method is activated.

FAQ

How to activate credit card installments?

Simply follow the guide on Activate Payment Methods, and ensure that Installments are selected. Please note that Cards payment method with Regular Sale type must be activated before you can activate Installments.

Why are some of the payment methods disabled?

Certain payment methods require you to sign an agreement with DOKU to be enabled. If you wish to enable those payment methods, please contact our Sales team by filling the following form.

Why is my payment method status still updating?

Certain payment methods require merchant ID or credentials from the respective bank/payment channel in order for the payment method to be activated. If your payment method status is still updating, the bank/payment channel is still in the process of creating your merchant ID or credentials.

Please contact your account manager or sales representative for assistance.

How long do I need to wait for the payment method to be activated?

Certain payment methods require merchant ID or credentials from the respective bank/payment channel in order for the payment method to be activated. This process may take 7-14 working days depending on the payment method.

Please contact your account manager or sales representative for assistance.

How to check whether my payment method has been activated?

You will be notified via email once any payment method has been activated.

You may also check the payment method status by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings

  3. Under Business Info section, select Service

  4. Service page will appear where you may find all the list of payment methods that you have activated. If your payment method has been activated, the status will be ACTIVE

How to check the transaction fees charged for each payment method?

You can check the fee that is charged to you for each payment method that you activated by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Under Finance Settings tab, select Fee Scheme

  4. Fee Scheme page will appear where you can check the fee that is charged to you based on each payment method that you activated.

What is the difference between DGPC, MGPC, and DIPC in Virtual Account?

Feature Type

Description

DOKU Generated Payment Code (DGPC)

Merchant sends a payment request to DOKU, and DOKU will create the unique payment code and send it to Merchant. This is suitable for an e-commerce business model.

Merchant Generated Payment Code (MGPC)

Merchant generates their own payment code and forwards the payment code to DOKU. This is suitable for a top-up payment.

Direct Inquiry Payment Code (DIPC)

Merchant first registers the payment code, and DOKU will forward the inquiry request to Merchant when a customer chooses to make a payment. This is suitable for a top-up payment, especially for static Virtual Account.

The default feature type for any payment method is DGPC. When another feature is activated, you will have to choose which feature will you be using for a particular transaction. You can have more than one feature activated for 1 payment method, but a transaction cannot be generated with 2 features at the same time.

If you would like to use MGPC or DIPC, you may contact your account manager or submit a ticket to DOKU Care to activate the feature.

Set Up Integration

Connect your system with DOKU using API keys and integration tools

API Keys

API Keys are secure credentials used to authenticate and authorize a merchant's system to access and interact with DOKU’s payment processing services. API Keys consist of the following components:

  1. Client ID: A unique identifier for the merchant (e.g., BRN-0239-1736742088036)

  2. Secret Key: A credential used for payment and general authentication. Options to reveal or copy the full key are available and will require users to input an OTP sent by DOKU to the user's email

  3. Public Keys: Cryptographic keys used to authenticate or encrypt transactions

    1. DOKU Public Key: A security key provided by DOKU, used to prove that messages (such as payment confirmations) are genuinely from DOKU

    2. Merchant Public Key: A security key generated by the merchant, which DOKU uses to verify that requests are legitimately from the merchant

  4. SNAP Settings: Configuration details required to connect your system with SNAP (Standard Open API Pembayaran Indonesia), Indonesia's standardized payment API system

View Secret Key

You can view the Secret Key of your Client ID by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select API Keys

  4. API Keys page will appear, then click Reveal Key

  5. A pop-up will appear, then enter the 6-digit verification code (OTP) sent to your email

  6. Upon successful verification, your Secret Key will be visible for 30 seconds. Click Copy Secret Key if needed.

Regenerate Secret Key

Regenerating your Secret Key is a best practice to enhance security, especially in cases of potential compromise or employee turnover. It is recommended to regularly rotate your Secret Key every few months to minimize risks. You can choose to regenerate your Secret Key either immediately or at a scheduled time.

Immediate Regeneration

You can regenerate your Secret Key and implement it immediately by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select API Keys

  4. API Keys page will appear, then click Regenerate Secret Key

  5. A pop-up will appear, then enter the 6-digit verification code (OTP) sent to your email

  6. Upon successful verification, your newly generated Secret Key will be displayed

  7. Review and agree to the Terms and Conditions for Secret Key regeneration, then click Save.

Immediate Regeneration of Secret Key will disrupt active transactions.

Scheduled Generation

You can regenerate your secret key and implement it later by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select API Keys

  4. API Keys page will appear, then click Regenerate Secret Key

  5. A pop-up will appear, then enter the 6-digit verification code (OTP) sent to your email

  6. Upon successful verification, your newly generated Secret Key will be displayed

  7. Under the Implementation Time field, select Specific Time

  8. Choose your desired date and time for the implementation

  9. Review and agree to the Terms and Conditions for Secret Key regeneration, then click Save.

View Public Keys

You can view your public keys by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select API Keys

  4. API Keys page will appear, then click Reveal Key next to the desired key (DOKU Public Key or Merchant Public Key).

FAQ

What is my Client ID and Secret Key?

You can find your Client ID and Secret Key by following the guide on View Secret Key.

What happens to the old Secret Key after regeneration?

Once a new Secret Key is generated, the previous key becomes invalid and can no longer be used for authentication. You must update your systems with the newly generated key immediately after regeneration.

Will regenerating the Secret Key disrupt active transactions?

Yes, if your systems continue using the old key after regeneration, it may cause transaction failures. To minimize disruption:

  • Test the new Secret Key in a staging environment before production deployment.

  • Plan key updates during low-traffic periods.

  • If available, implement dual-key handling during the transition.

How often can I regenerate the Secret Key?

There is no strict limit; however, avoid unnecessary key rotations to prevent potential integration disruptions.

Can I recover a previous Secret Key?

No. Once a Secret Key is regenerated, the previous key is permanently invalid. Always store backups securely if necessary.

Is there a delay before the new Secret Key becomes active?

Activation is typically immediate, although some systems may briefly cache the old key. If issues occur, retry after 1–2 minutes.

After regenerating a new Secret Key, do I need to update the Public Key as well?

No. Public keys are separate and are not affected by Secret Key regeneration.

How should I store the new Secret Key?

Never store the Secret Key in plaintext (e.g., emails, documents, or unencrypted files). Recommended practices include:

  • Using password managers (e.g., Bitwarden).

  • Using cloud-based secret management tools (e.g., AWS Secrets Manager).

  • Storing it as an environment variable on secure servers.

What should I do if I lose the new Secret Key?

Immediately regenerate a new Secret Key and update all affected integrations accordingly.

Can I track if someone changes the Secret Key?

Yes. You can track Secret Key changes by checking Activity Logs. For detailed steps, please follow the guide on Monitor Activity Logs.

Accept Payments

Select Integration Method

DOKU offers flexible integration options to suit your business needs, whether you are building a custom checkout, using an existing platform, or developing mobile apps. You can integrate with DOKU by choosing one of the following methods:

  1. DOKU Checkout

  2. Direct API

  3. e-Commerce and Plugins

  4. SDKs and Libraries

Method
Setup Time
Customization Level
Best For

DOKU Checkout

Fast

Medium

Merchants seeking a secure and optimized checkout experience

Direct API

Moderate

High

Merchants requiring full control over the payment flow

e-Commerce and Plugins

Very Fast

Medium

Shopify, WooCommerce, and Adobe Commerce (Magento)

SDKs and Libraries

Fast

High

Mobile apps and web integrations

If you are unsure which method is best for your use case, we recommend starting with DOKU Checkout for faster setup, then migrating to Direct API as your needs become more advanced.

Set Up Payment Notification

Set your payment notification URL to receive real-time updates via API webhook (callback). The following guides show how to set up the payment notification URL for each payment method:

  1. Bank Transfer (Virtual Account)

  2. Cards

  3. e-Wallet

  4. Convenience Store

  5. PayLater

  6. Direct Debit

  7. Digital Banking

  8. QRIS

Bank Transfer (Virtual Account)

You can configure your payment notification URL for Bank Transfer (Virtual Account) payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Virtual Account

  4. Virtual Account Settings page will appear, then click Configure based on the Virtual Account of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

Cards

You can configure your payment notification URL for Cards payment method by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Cards

  4. Cards Settings page will appear, then click Payment Configuration tab

  5. Payment Configuration tab will appear, click Edit and insert your payment notification URL in the field, then click Submit to save the changes.

e-Wallet

You can configure your payment notification URL for e-Wallet payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select e-Wallet

  4. e-Wallet Settings page will appear, then click CONFIGURE based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

Convenience Store

You can configure your payment notification URL for Convenience Store payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Convenience Store

  4. Convenience Store Settings page will appear, then click CONFIGURE based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

PayLater

You can configure your payment notification URL for PayLater payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select PayLater

  4. Paylater Settings page will appear, then click CONFIGURE based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

Direct Debit

You can configure your payment notification URL for Direct Debit payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Direct Debit

  4. Direct Debit Settings page will appear, then click CONFIGURE based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

Digital Banking

You can configure your payment notification URL for Digital Banking payment methods by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select Digital Banking

  4. Digital Banking Settings page will appear, then click CONFIGURE based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click SAVE.

QRIS

You can configure your payment notification URL for QRIS by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Configuration section, select QR Payment

  4. QRIS Settings page will appear, then click Edit based on the payment method of your choice

  5. A pop-up box will appear where you can set your payment notification URL, then click Submit.

Simulate Transactions

DOKU Sandbox allows you to simulate transactions before going live and accepting real payments. The simulator works for all integration methods, as well as no-integration products such as Payment Link and e-Katalog. You can simulate transactions with DOKU Sandbox by following the steps below:

  1. Log in to DOKU Sandbox, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Payment Settings section, select Simulator

  4. Simulator page will appear, select the payment method you wish to test, matching the one chosen during checkout.

  5. Click Simulate.

A simulation guide specific to each payment method will be displayed on the page.

Manage Finances

Manage settlement bank accounts and fund disbursements

Add a New Bank Account

You can check and select your settlement bank account by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Bank Account

  4. Bank Account page will appear, then click Add

  5. Select whether to add a Local (Indonesian) or Overseas bank account

  6. Complete the bank account information and click Submit for verification.

Your newly registered bank account for settlement will be reviewed. The verification process may take up to 1×24 hours.

Select a Bank Account for Settlement

You can check and select your settlement bank account by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Finance Settings section, select Settlement

  4. Settlement Settings page will appear. Under the Settlement Destination section, verify the displayed bank account. If you wish to change it, click Edit and select Edit Settlement Configuration

  5. Select the preferred bank account for settlement and click Save.

The next settlement batch will be directed to the newly selected bank account.

Check Pricing

You can check the fee that is charged to you for each payment method that you activated by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Under Finance Settings tab, select Fee Scheme

  4. Fee Scheme page will appear, where you can view the applicable fees for each activated payment method.

Check Transaction Fees

You can check the fee that is charged to you for each payment method that you activated by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Reconciled Transactions

  3. Reconciled Transactions page will appear, and you will find the transaction fee under Total Fee (IDR) column.

FAQ

Can I add more than one settlement bank account?

Yes, you can register as many settlement bank accounts as needed. However, please ensure that the account holder’s name matches your registered business name. Bank accounts with mismatched names will be rejected during the verification process.

Can I set a different settlement bank account for a specific payment method?

Yes, you can do so by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Finance Settings section, select Settlement

  4. Settlement Settings page will appear, then check under Payment Method section and click Edit for the payment method that you want to configure bank account settlement

  5. Select a bank account for settlement, then click Submit

The next settlement batch for that payment method will be directed to the newly selected bank account.

Can DOKU settle funds in other currencies besides IDR?

As an Indonesian Payment Service Provider company with a disbursement and remittance license, DOKU supports settlement of funds in IDR, USD, SGD, and MYR.

Please note that settlement in other currencies besides IDR will not follow the regular settlement schedule.

I did not receive my settlement funds. What should I do?

Your transactions might not be settled due to the following reasons:

  • Your business account has not been verified

  • The bank account that you registered is invalid

To check if your transaction is being held:

  1. Log in to your DOKU Dashboard

  2. Navigate to Reports > Reconciled Transactions

  3. Review the Settlement Schedule field

    • If the status is Hold, it means your transaction is pending settlement.

If you find your transaction to be on Hold despite your business account and bank account have been verified, please submit a support ticket.

Why are my transaction funds settled to the wrong bank account?

Incorrect settlement may occur if the wrong bank account has been selected during configuration. You can resolve this by verifying that the correct bank account is selected under the Settlement Settings. VisitSelect a Bank Account for Settlement for instructions.

Can I split the settlement to multiple bank accounts?

Yes, DOKU supports settlement splitting into multiple bank accounts. However, all accounts must be located within the same country group:

  • You can split settlement between two or more local bank accounts (within Indonesia)

  • You can split settlement between two or more overseas bank accounts (outside Indonesia)

  • Mixing local and overseas accounts for settlement splitting is not supported

Custom Settlement

Split Settlement

Split Settlement is a feature designed to streamline and automate the distribution of funds among multiple stakeholders within your business ecosystem. This service ensures accurate and transparent financial transactions by allowing you to split settlements based on predefined rules.

Key Features

  • Rule-based Splitting: Define rules to automatically distribute funds among various recipients.

  • Real-time Settlements: Enjoy the convenience of instantaneous fund transfers as transactions occur.

  • Customizable Thresholds: Set specific criteria for splitting funds, ensuring flexibility in financial management.

Use Cases

  • Marketplace Platforms: Easily distribute payments to multiple sellers in online marketplaces.

  • Aggregator Services: Streamline revenue sharing among service providers and partners.

  • Franchise Businesses: Facilitate automatic revenue distribution among franchisees.

Please refer to our API Reference on how to implement Split Settlement feature for your business account.

Hold and Release

The Hold and Release feature provides you with control over payment disbursements by allowing you to temporarily hold funds and release them based on your business requirements. This feature enhances security and reduces the risk of unauthorized transactions.

Key Features

  • Manual Control: Manually review and approve transactions before funds are released.

  • Fraud Prevention: Mitigate the risk of fraudulent activities by implementing additional verification steps.

  • Customizable Hold Periods: Define specific time frames for holding funds based on your business needs.

Use Cases

  • Risk Management: Minimize financial risks by manually reviewing high-value transactions.

  • Fraud Prevention: Implement additional security measures to protect against unauthorized transactions.

  • Regulatory Compliance: Ensure compliance with industry regulations by controlling fund releases.

Please refer to our API Reference on how to implement Hold and Release feature for your business account.

Custom Settlement Report

Custom Settlement Report feature empowers you with comprehensive control over your financial data. Generate customized reports tailored to your specific business needs, providing insights into transaction details, fees, and settlement timelines.

Key Features

  • Flexible Reporting: Create reports based on selected parameters such as time range, transaction types, and more.

  • Export Options: Download reports in various formats, including CSV and PDF, for seamless integration with your financial systems.

  • Transaction Details: Gain granular insights into each transaction for enhanced financial analysis.

Use Cases

  • Financial Analysis: Analyze transaction data to make informed business decisions.

  • Accounting Integration: Seamlessly integrate settlement data into your accounting software.

  • Regulatory Compliance: Generate reports for compliance purposes and audits.

Please refer to our API Reference on how to implement Custom Settlement Report for your business account.

Split Settlement

Split Settlement is a feature that allows you to split the amount of the transaction into more than one settlement bank account. It's an ideal solution for merchants requiring customized settlement rules that can be used for marketplaces, platforms, franchises, as well as businesses with multiple branches.

Split Settlement can be configured based on a percentage or a fixed amount. Split Settlement can be set up either via API or DOKU Dashboard for every successful transaction that occurred on the same day.

Key Features

  • Rule-based Splitting: Define rules to automatically distribute funds among various recipients.

  • Real-time Settlements: Enjoy the convenience of instantaneous fund transfers as transactions occur.

  • Customizable Thresholds: Set specific criteria for splitting funds, ensuring flexibility in financial management.

Activate Split Settlement

You can activate split settlement by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Service

  4. On Service page, click ADD SERVICE

  5. A pop-up window will appear with service options. Scroll down to find Financial Services. Check the Split Settlement checkbox and click Activate

  6. Ensure that the Split Settlement service appears on the Service page

  7. Split Settlement service will have the status UPDATING when it is first added, and once it has been verified by DOKU, the status will change to ACTIVE.

Configure Split Settlement

You can configure split settlement or update existing configuration to transactions using DOKU Dashboard by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Reconciled Transactions

  3. Filter transactions with the status "Payment Success", then click search

  4. Once the relevant transactions appear, locate the action table on the right side

  5. Click the "⁝" icon in the action column

  6. A pop-up will appear; select "Settlement Configuration"

  7. Details of the transaction and the destination bank account will be shown

  8. Click "Split Transaction" in the pop-up box

  9. To add more bank accounts, leave the value field empty and click "Add more bank"

  10. Adjust the bank account destination and split amount as needed.

  11. Select the amount type (fixed amount or percentage) by clicking "Split by"

  12. Add more bank accounts if needed. A maximum of 10 destination bank accounts are allowed

  13. Ensure the following rules are adhered when values are being input for split settlement

    • If "Split by Percent" is selected, the total percentage input must not exceed 100%

    • If "Split by Fixed Amount" is selected, the total input amount must not exceed the "Total Settlement Amount" specified

  14. Click "Save Configuration" to convert the transaction to split settlement. There will be an indicator that your transaction has been marked for split settlement under "Invoice Number" column.

Cancel Split Settlement

Transactions that have been previously configured to be split settled can still be cancelled as long as the transaction status remains as "Payment Success". You can cancel the split settlement of a transaction by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Reconciled Transactions

  3. Filter transactions with "Payment Success" status and "Split Settlement" set to "Yes," then click "Search"

  4. Select a transaction, proceed to the action menu and click "Settlement Configuration."

  5. Details of the transaction and the destination bank account will be shown

  6. There are two ways to cancel split settlement of a transaction:

    • Click the ⛔ icon next to the bank account until only one account remains, then click "Save Configuration"

    • Alternatively, click "Reset Configuration," then "Save Configuration"

  7. Upon successful cancellation, a success notification will appear, and the split settlement icon will vanish.

Troubleshooting

Invalid Split Settlement Bank Account

An invalid split settlement bank account error occurred due to an incorrect input of the split settlement bank account destination configuration. This caused our system to be unable to process the settlement with the transaction status "Pending Settlement".

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Reconciled Transactions

  3. Filter transactions with "Pending Settlement" status and input the invoice number, then search

  4. Changes can be made if the transaction remark is "Split Settlement Bank Account Invalid." Click "Settlement Configuration" to modify data

  5. A pop-up box will appear that shows the settlement configuration of the transaction, then fill the necessary fields field

  6. After the pop up settlement configuration page appears, fill in the empty bank account field with a valid bank account.

  7. After selecting the desired bank account, click “Save Configuration”

  8. Upon a success configuration, a notification will appear.

Notable Rule

  1. Through split settlement, merchants receive data distribution from several settlement batches based on configured accounts.

  2. If the configured split settlement amount is less than the total settlement amount, the remainder goes to the default account set on the Settlement Settings page.

  3. Configuration changes can only be made for transactions with "Payment Success" and "Pending Settlement" statuses. Transactions with other statuses cannot be changed as the settlement batches have been created.

  4. Refunding a split settlement transaction deducts the split amounts from upcoming batches. Refund fees from DOKU are subtracted from the batch settlement funds. The following is an illustration of how refunding a split settlement transaction is processed.

    • A transaction contains an amount of IDR 100,000 with a fee of IDR 5,000

    • 60% is settled to bank account X

    • 40% is settled to bank account Y

    If a refund occurs, the amount transferred to bank account X is reduced by IDR 60,000 and bank account Y is reduced by IDR 40,000.

  5. Refund fees are deducted from batch settlements recorded on Settlement Settings page.

Status Mapping

  • Payment Success: Successfully recorded transactions in the DOKU system, to be distributed to merchants per configured settings.

  • Pending Settlement: Successful transactions reconciled between DOKU & Acquirer but pending due to incorrect transaction information or configuration.

  • Total Settlement Amount: Net transaction value DOKU will distribute to the merchant.

FAQ

Can I make split settlement with API?

Yes, please refer to our Split Settlement API Reference.

Can I make a split settlement to an overseas bank account and a local bank account?

No, split settlement between an overseas bank account and a local bank account is not supported. You can only split settlements under the following conditions:

  • Between multiple local bank accounts (e.g., BCA and Mandiri within Indonesia)

  • Between multiple overseas bank accounts (e.g., DBS Singapore and UOB Singapore)

Hold and Release

Hold and Release feature provides you with control over payment disbursements by allowing you to temporarily hold funds and release them based on your business requirements. This feature enhances security and reduces the risk of unauthorized transactions.

Key Features

  • Manual Control: Manually review and approve transactions before funds are released.

  • Fraud Prevention: Mitigate the risk of fraudulent activities by implementing additional verification steps.

  • Customizable Hold Periods: Define specific time frames for holding funds based on your business needs.

Use Cases

  • Risk Management: Minimize financial risks by manually reviewing high-value transactions.

  • Fraud Prevention: Implement additional security measures to protect against unauthorized transactions.

  • Regulatory Compliance: Ensure compliance with industry regulations by controlling fund releases.

Please refer to our API Reference on how to implement Hold and Release feature for your business account.

Custom Report

Custom Settlement Report feature empowers you with comprehensive control over your financial data. Generate customized reports tailored to your specific business needs, providing insights into transaction details, fees, and settlement timelines.

Key Features

  • Flexible Reporting: Create reports based on selected parameters such as time range, transaction types, and more.

  • Resend Report: Resend your settlement batch reports for seamless integration with your financial systems.

  • Transaction Details: Gain granular insights into each transaction for enhanced financial analysis.

Use Cases

  • Financial Analysis: Analyze transaction data to make informed business decisions.

  • Accounting Integration: Seamlessly integrate settlement data into your accounting software.

  • Regulatory Compliance: Generate reports for compliance purposes and audits.

Please refer to our API Reference on how to implement Custom Settlement Report for your business account.

Refund

DOKU processes transaction refunds only upon Merchant request. Refunds can be either full or partial, depending on your request. Important: Regardless of the refund amount, the Merchant remains responsible for the transaction fee, unless otherwise arranged with the Customer.

Refund for Non-Card Transactions

To request a refund for Non-Card transactions:

  1. Submit a support ticket or send an email to care@doku.com

  2. Provide the following details:

    1. Brand ID

    2. Invoice Number

    3. Transaction Date

    4. Transaction Amount

    5. Customer's Bank Account Details

    6. Refund Amount (Full or Partial)

Ensure all information is accurate to avoid delays in refund processing.

Refund for Card Transactions

You can submit a request to refund Card transactions by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Transactions

  3. Transactions Report page will appear, then click the transaction's row to open its details

  4. Click Refund Payment

  5. Enter the amount to refund

    The refund can be full or partial, depending on your preference.

  6. Click Refund to process the refund.

Important:

  • Refunds are only available for settled transactions.

  • Transactions involved in disputes cannot be refunded through the Dashboard.

  • Partial refunds reduce the original transaction amount but keep the original transaction record intact.

Best Practices

  • Always verify the transaction status before initiating a refund.

  • Inform customers promptly once the refund has been processed.

  • Allow up to 7-14 business days for Card refunds to reflect on the customer's account, depending on the issuing bank.

  • Use secure communication channels when submitting bank account information for Non-Card refunds.

  • Keep internal records of refund requests for audit and reconciliation purposes.

FAQ

How long does a Card refund take to complete?

Refunds typically take between 7–14 business days to be reflected on the customer's credit or debit card, depending on their issuing bank.

Can I cancel a refund request?

No. Once a refund is processed, it cannot be canceled. Please verify all details before submitting a refund request.

Dispute

Dispute occurs when you have received the funds of the transactions, but could not find the transaction record in the transaction report. Merchants with direct settlement transactions can manage disputed transactions directly with the DOKU Dashboard.

Submit Dispute Request​

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Dispute

  3. Dispute page will appear, then click Add button and fill in all required fields on the dispute request data you want to submit, then click Submit button

  4. You can check the dispute request data on this page and monitor the status with the definition below:

    • In Process = It is on checking process by DOKU system

    • Open = It is waiting to be followed up by the role with checker access, Admin or Finance.

    • Close = It has been successfully followed up by the role with checker access. Admin or Finance, and you can find the record now in the transaction report

    • Rejected = It has been rejected by the DOKU system as the stated reason.

Follow Up Dispute Request​

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Dispute

  3. Dispute page will appear, then review any record with Open status. If it is already as expected and you want to proceed, then click the Follow Up button

  4. If it is successful, the status will be updated to Close and you can now find the transaction in your transaction report.

Manage Reports

View and download reports for transactions, settlements, and more

Report Types

Report Type
Description
Use Case
Export Options

Analytics

Displays visual graphs of business and transaction performance over time

For business owners and stakeholders to visualize trends and assess overall business health

View graphs directly in the Dashboard or export them as images

Transaction Report

Displays all transactions with various statuses, including successful, pending, failed, or expired

For operations teams to review, monitor, and reconcile all recorded transactions

Export files manually or receive them automatically via SFTP or scheduled email

Settlement Report

Displays all successful transactions where funds have been received and settled into the merchant's bank account

For finance teams to reconcile settlement amounts with internal financial records and identify discrepancies

Export files automatically via SFTP or email, based on the settlement schedule

Analytics

You can utilize the analytics section on the homepage of your dashboard for reports or performance analysis. You can see 4 analytics; Gross Volume, Successful Transactions, Top Failed Transactions, and Top Payment Methods.

  1. Gross Volume: The amount of volume transactions before deduction of DOKU Fee

  2. Successful Transactions: The number of completed transactions that have been successfully processed

  3. Top Failed Transactions: The top causes for failed transactions

  4. Top Payment Methods: The most commonly used payment method by your customers

View and Filter Analytics

Go to Dashboard -> Locate the “Trend” section and its date range -> customize the date and period to your need

  • Review analytics of

  • Next Payout

  • Gross Volume

  • Successful Transactions

  • Top Payment Methods

  • Top Failed Transactions

  • Success Rate (not yet released)

  • Export analytics into

    • Image in PNG

    • Spreadsheet in CSV

  • Show/hide which analytics to be displayed

Customize View

Go to Dashboard -> Locate the “Trend” section -> Click on “Edit View” -> Select your preferred analytics by ticking the analytics options

Export Analytics

Go to Dashboard -> Locate the “Trend” section -> Click on the download icon

FAQs

How far can I set the timeframe of my analytics?

You can set your analytics to view up to 4 months period

What file formats can I download?

You can download in PNG, or in CSV

Transaction Report

Export Report

There are 2 methods to export your reports: Single Export, and Scheduled Export.

Single export is a manual, one-time action that allows you to download transaction data, such as invoices or payments, for a specific date range or filter. This method is typically used for quick, ad-hoc reporting, for example, reconciling today’s payments or sharing transaction details with your accountant or internal team.

  • Quick ad-hoc reports (e.g., reconciling today’s payments).

  • Sharing transaction details with your accountant or team.

Scheduled export, on the other hand, is an automated, recurring export that can be set to run daily, weekly, or monthly without manual intervention. This method is useful for regular compliance or financial reporting, such as generating end-of-month statements, or for creating backups and integrations with accounting or ERP systems.

  • Regular compliance/financial reporting (e.g., end-of-month statements).

  • Backups or integrations with accounting tools.

For both single and scheduled exports, the available file formats are CSV (.csv) and XLSX (.xlsx). CSV is ideal for lightweight, simple data extraction, while XLSX offers a more structured format compatible with most spreadsheet applications.

Export Instant Report

Set Up Scheduled Report

Set up SFTP Settings

Field Definitions

Activity

The follwing is the status mean in the transaction report

Activity
Description
Payment Methods

Generate Payment Code

Payment code is created by Merchant

Bank Transfer, Convenience Store

Inquiry

Payment code is inquired by Customer

Bank Transfer, Convenience Store

Payment

Payment code is paid by Customer

Bank Transfer, Convenience Store

Sale

Payment is made by Customer

Cards, Direct Debit, e-Wallet, QRIS

Full Refund

Transaction is refunded with full amount

Cards

Partial Refund

Transaction refunded with partial amount

Cards

Status

The follwing is the status mean in the transaction report

Status
Description
Final Status
Action Needed
Payment Methods

Pending

Transaction is waiting to be paid by the customer

NO

Wait for HTTP Notification or Call Check Status API to get final status

Bank Transfer, Convenience Store

Success

Transaction is paid by the customer

YES

-

All Payment Methods

Failed

Transaction is failed to be paid

YES

Generate a new payment request to DOKU

Bank Transfer, Cards, Direct Debit, e-Wallet

Expired

Transaction due date is exceeded

YES

Generate new payment request to DOKU

Bank Transfer, Convenience Store

Timeout

Transaction reaches a timeout due to connection issues

NO

Call Check Status API to get final status

e-Wallet

Redirect

Transaction is waiting for acquirer's verification

NO

Wait for HTTP Notification or Call Check Status API to get final status

Cards

Response Code and Response Message

Payment Method: Cards

Response Code
Response Message

0000

Successful approval / completion

0001

Refer to card issuer

0002

Refer to card issuer, special condition

0003

Invalid merchant or service provider

0004

Pickup card

0005

Do not honor

0006

Error

0007

Pickup card, special condition (other than lost/stolen card)

0008

Honor with ID

0010

Partial approval (private label)

0011

VIP approval

0012

Invalid transaction

0013

Invalid amount (currency conversion field overflow)

0014

Invalid account number (no such number)

0015

No such issuer

0019

Re-enter transaction

0021

No action taken (unable to back out prior transaction)

0025

Unable to locate record in file, or account number is missing from inquiry

0028

File is temporarily unavailable

0030

Format error

0041

Pickup card (lost card)

0043

Pickup card (stolen card)

0051

Insufficient funds

0052

No checking account

0053

Non savings account

0054

Expired card

0055

Incorrect PIN

0057

Transaction not permitted to cardholder

0058

Transaction not allowed at terminal

0061

Activity amount limit exceeded

0062

Restricted card

0063

Security violation

0065

Activity count limit exceeded

0075

Allowable number of PIN-entry tries exceeded

0076

Unable to locate previous message (no match on retrieval reference number)

0077

Previous message located for a repeat or reversal, but repeat or reversal data are inconsistent with original message

0078

Invalid/non-existent account specified

0080

Invalid date

0081

PIN cryptographic error found (by VIC security module during PIN decryption)

0082

Incorrect CW/1CW

0083

Unable to verify PIN

0084

Invalid authorization life cycle

0085

No reason to decline a request for account number verification or address verification

0091

Issuer unavailable or switch inoperative (STIP not applicable or available for this transaction)

0092

Destination cannot be found for routing

0093

Transaction cannot be completed violation of law

0094

Duplicate transmission detected

0096

System malfunction or certain field error conditions

0099

BIN blocking / IP blocking

00TO

Transaction timeout

00BB

BIN blocking

00IP

IP blocking

00CB

CC blocking

003D

3DS authentication problem

00DI

Duplicate invoice

00FN

Notification failed

00FV

Verification failed

00IF

Insuficient parameter

00BA

BIN blocked by acquirer

00SM

Failed store maxmind

00BL

Batch transaction is over limit

00DB

Duplicate batch

00IW

Invalid words

00FP

Failed to execute pre-payment plugin

00MD

MIP request denied

00FC

Failed card pattern validation

00TD

Transaction disabled

00SF

Failed SmartSpending transaction

00DW

Merchant does not have hash password

1184

Invalid token response

2104

DSP-Silverlake system error

5555

Undefined error

5501

Payment channel is not registered

5502

Merchant is disabled

5503

Maximum attempt 3 times

5504

Words do not match

5505

Invalid parameter

5506

Notification failed

5507

Invalid parameter detected / customer click cancel process

5508

Re-enter transaction

5509

Receives inquiry invoice after 30 minutes (expired)

5510

Cancelled by customer

5511

Payment code has not been paid by Customer

5512

Insufficient parameter

5514

Rejected by fraud system

5515

Duplicate PNR

5516

Transaction is not found

5517

Error in authorization

FAQ

What if my transaction fails to process?

The transaction may fail to be processed because the customer did not complete the payment.

If the transaction is failed due to a technical issue, DOKU will provide an error message in your transaction report. If you require further information about your failed transactions, you may submit a ticket or send an email to care@doku.com.

I still have not received my transaction report. What should I do?

Please first ensure that the email address that you entered is correct. We will not be able to send the transaction report if the email address thay you entered is invalid.

Transaction report may take longer time to be exported depending on the number of transactions that are being extracted. A transaction report with over 50,000 transactions may take up to an hour to be exported.

If you still have not received your transaction report after the one-hour period, please contact your account manager or submit a ticket.

What is the difference between Settlement Report and Transaction Report?

A Transaction Report provides a complete record of all transactions, including those that are successful, pending, failed, or expired. In contrast, a Settlement Report includes only successful transactions — meaning the transactions listed have been fully processed, and the corresponding funds have been received and settled into the merchant’s bank account.

For financial reporting and reconciliation purposes, merchants are strongly advised to refer primarily to the Settlement Report.

Can I edit/delete a scheduled export after setting it up?

No. To make changes, you must first deactivate the existing scheduled report configuration and then create a new one.

At what time will I receive my scheduled reports?

Scheduled report emails are sent daily at 08:00 AM WIB/ICT (UTC +7).

Can a date range filter be applied to scheduled reports?

No. Date range filters are not available for scheduled reports. If you need a custom date range, please use the single export feature instead.

Settlement Report

Configure Settlement Recipients

Your settlement report can be sent to you via email, SFTP, or both. You can manage the settlement report settings by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Finance Settings section, select Settlement

  4. Settlement Settings page will appear where you can either choose to receive the settlement report by email, SFTP, or both by ticking the options under Settlement Report Notification

  5. Click SUBMIT to save, and your settings will be effective for the next settlement batch.

Your settlement report is sent to you automatically every time a settlement takes place. You are not required to retrieve the settlement report from the dashboard.

View Settlement Batch Transactions

You can find and view all your settlement reports by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Settlements

  3. Settlement Report page will appear, then click the ellipsis icon based on your choice of settlement batch, and select Detail

  4. A pop-up box will appear that displays all the details of the selected settlement report

Resend Settlement Batch Report

If you cannot locate a particular settlement batch report and wish to have the report sent to you again, you can do so by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Settlements

  3. Settlement Report page will appear, then click the ellipsis icon based on your choice of settlement batch, and select Resend Report

  4. The settlement batch report will be sent to you either by email or SFTP, based on your settlement configuration.

FAQ

I still have not received my settlement report. What should I do?

You will only receive your settlement report when a settlement takes place. If you cannot find your settlement report in your inbox or SFTP folder, you can resend your settlement report by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Reports from the menu, then choose Settlements

  3. Settlement Report page will appear, then click the ellipsis icon based on your choice of settlement batch, and select Resend Report

  4. The settlement batch report will be sent to you either by email or SFTP, based on your settlement configuration.

If the above method does not work, please ensure that your settlement notification has been set up. Visit Configure Settlement Recipients for instructions.

What is the difference between Settlement Report and Transaction Report?

A Transaction Report provides a complete record of all transactions, including those that are successful, pending, failed, or expired. In contrast, a Settlement Report includes only successful transactions — meaning the transactions listed have been fully processed, and the corresponding funds have been received and settled into the merchant’s bank account.

For financial reporting and reconciliation purposes, merchants are strongly advised to refer primarily to the Settlement Report.

Manage Operations

Monitor daily business activities and ensure smooth operations

Monitor Activity Logs

You can track user activities such as key changes, login attempts, permission updates, and other security-related events by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Team & Security section, select Activity Logs

  4. Activity Logs page will appear, where you can track user activities such as key changes, login attempts, permission updates, and other security-related events.

Monitor Maintenance

You can configure and monitor notifications related to system maintenance and product updates by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Notifications section, select Maintenance & Product Updates

  4. Maintenance & Product Updates page will appear, then ensure the Maintenance Service toggle is switched on

  5. Enter the email addresses of the recipients who should receive maintenance notifications. A maximum of three recipients is allowed.

Manage Notification Logs

View Transaction Notification

To view transaction notifications:

  1. Log in to your DOKU Dashboard.

  2. Select Settings > Notifications > HTTP Notifications.

  3. Notifications from the last 8 days will be displayed.

To filter orders:

  • Invoice Number:

    1. Click the Invoice Number search bar.

    2. Input the invoice number.

    3. Click Search.

  • Endpoint URL:

    1. Click the Endpoint URL search bar.

    2. Input the endpoint URL.

    3. Click Search.

  • Date Range:

    1. Click the Datepicker.

    2. Select the start and end date.

    3. Click Search.

To view notification details:

  1. Go to Settings > Notifications > HTTP Notifications.

  2. Find the desired order using the filter if necessary.

  3. Click the Eye icon on the order row to view the Order Summary, Notification History, and Notification Details.

Resend Transaction Notification

To resend a failed notification:

  1. Go to Settings > Notifications > HTTP Notifications.

  2. Locate the order using filters if needed.

  3. Click the Paper Plane icon on the order row.

  4. Confirm by clicking Yes when prompted.

View Email Notifications

You can view, filter, and resend email notifications sent by noreply@doku.com related to your merchant account. To view email notifications:

  1. Log in to your DOKU Dashboard.

  2. Select Settings > Notifications > Email Notifications.

To filter emails:

  • Email Subject:

    1. Click the Email Subject search bar.

    2. Input the subject.

    3. Click Search.

  • Email To:

    1. Click the Email To search bar.

    2. Input the recipient email address.

    3. Click Search.

  • Email Sender:

    1. Click the Email Sender search bar.

    2. Input the sender's email.

    3. Click Search.

  • Date Range:

    1. Click the Datepicker for Start Date and End Date.

    2. Select your preferred dates.

    3. Click Search.

Resend Email Notification

To resend an email notification:

  1. Go to Settings > Notifications > Email Notifications.

  2. Locate the email.

  3. Click the Paper Plane icon.

  4. Confirm by clicking Yes.

FAQ

I didn’t receive the payment notification on my server. What should I do?

If you didn’t receive the notification:

  1. Log in to the DOKU Dashboard.

  2. Go to Settings > HTTP Notification.

  3. Find the notification using filters.

  4. Click Resend

If the issue persists:

  • Check your server logs.

  • Confirm your endpoint is active and returning HTTP 2xx responses.

  • Submit a support ticket with:

    • Notification URL

    • Transaction date

    • Invoice number or Request ID

I can’t resend the notification through the DOKU Dashboard. What should I do?

Submit a support ticket with:

  • Notification URL

  • Transaction date

  • Invoice number or Request ID

My transaction is status is failed to be updated. What should I do?

Troubleshoot using the following checklist:

  1. Ensure that the Notification URL is correctly set for each payment channel.

  2. Check your date filter range — make sure you are selecting dates where actual transactions exist.

  3. Resend transaction notification to update the status.

Why is my transaction missing from HTTP Notification Report?

There are several possible reasons. You can troubleshoot using the following checklist:

  1. Ensure the Notification URL is correctly set for each payment channel.

    • Go to each channel's configuration and locate the Notification URL field.

    • Input the correct URL into that field.

  2. Check your date filter range.

    • Make sure you're filtering dates where actual transactions exist.

    • Filtering empty or invalid date ranges may result in no data appearing.

Can I customize the HTTP Notification report template?

No. Currently, the HTTP Notification Report uses DOKU's default template and customization is not supported.

What status types can appear in the HTTP Notification report?

  • Success – Notification was successfully delivered (HTTP status 200).

  • Failed – Notification failed (merchant server responded with 4xx or 5xx).

DOKU retries notification delivery up to 6 times before marking it as permanently failed.

Manage Customers

View customer data and manage transaction-related interactions

Add Customers

You can populate your Customers database by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Customers from the menu

  3. Customers page will appear, then one of the following options:

    • Create Customer: to add a single customer manually.

    • Import Sheet: to upload customers in bulk via CSV template.

Create a Single Customer

To create a customer manually:

  1. Click Create Customer

  2. Fill in the following fields:

    • Full Name (mandatory): Customer's complete name

    • Email: Customer's email address

    • Phone Number: Customer’s phone number, including country code

    • Country: Select the customer's country

    • Birthday: Customer's date of birth (format: DD-MM-YYYY)

    • Street Address: Full address (e.g., street name, number, and area)

    • State: Province or state

    • City: City where the customer is located

    • Postal Code: Area postal code

    • Company Name (optional): If the customer represents a business

    • Reference ID (optional): Internal ID used to track the customer

    • Label (optional): Tags to categorize customers (you can assign multiple labels)

  3. Click Save to create the customer profile.

Important:

  • The Full Name field is mandatory and cannot be left empty.

  • Ensure data accuracy to avoid issues during future transactions or communications.

Create Customers in Bulk

To import customers using a CSV file:

  1. Click Import Sheet on the Customers page

  2. Download the provided CSV template

  3. Fill in the customer data according to the template instructions

  4. Upload the completed file

  5. Submit the file for processing.

Tip:

  • Verify the formatting before uploading to prevent errors.

  • Large imports may take a few minutes to process.

Edit Customers

You can populate your Customers database by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Customers from the menu

  3. Customers page will appear, then search for and select the customer you wish to edit by clicking the Edit icon

  4. Update the necessary fields

  5. Click Save Customer to apply the changes.

Set Up a Promo

Create a Promo

You can create a promo by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Promo from the menu

  3. Promo page will appear, then click Create

  4. General Information tab will appear, then fill the form that includes data such as

    • Promo Name - maximum of 15 characters

    • Promo Code - unique code that consists of uppercase letters and numbers

    • Promo Description - maximum of 300 characters

    • Start & End Date - follows format of dd/MM/yyyy HH:mm.

    • Terms & Condition - may contain text or links to a social media or website.

  5. Click Save & Next

  6. Promo Specification tab will appear, then fill the form that includes data such as

    • Discount Type - can be either be flat rate or percentage

    • Budget - can only contain numbers

    • Discount Amount - can only contain numbers

    • Max Discount Amount - can only contain numbers

    • Max Transaction Limit - can only contain numbers

    • Max Transaction / Account - can only contain numbers

    • Setting Promo by SKU (optional)

    You can set up a promo by importing a file using the provided template

  7. Click Save & Next

  8. Payment Details tab will appear, then select the payment method(s) you want to include in the promo by following the steps below:

    1. Click Only Certain Payment Methods

    2. Choose the payment method(s) eligible for the promo

    3. Activate Customer Identifier if the promo is targeted to specific customers, where you can fill in the following fields:

      1. Max Transaction per Account

      2. Transaction Cycle (Daily or During Promo)

    4. Customer Identifiers vary by payment method:

      1. Cards:

        • Email

        • Phone Number

        • Customer ID

        • Card Number

      2. DOKU e-Wallet

        • Email

        • Phone Number

        • Customer ID

    5. Choose if the promo applies to All Banks or Specific Banks. If you select specific banks, you’ll need to upload a BIN list containing the eligible card numbers.

    6. Activate Custom Object Promo if the promo requires specific criteria. Define the criteria, operator, and value to set custom conditions.

Note: Only Cards and DOKU e-Wallet are currently available

  1. Click Save & Next

  2. Promo has been successfully created. To view the detail of your Promo, click the ellipsis button and select Promo Details

Please note that Budget and Terms of Conditions cannot be altered once they have been activated. You have the option to save the campaign as a draft and schedule the activation of the promo based on a date that you designated.

Promo Details

General Information

Field

Description

Promo Name

The official title of the promotion

Example: "Holiday Sale 2025"

Promo Code

A unique alphanumeric code that customers can enter to redeem the promotion. It must be unique and in capital letters

Description

A brief explanation of the promotion's purpose, benefits, and how it works. This is shown to customers wherever the promo is displayed

Start Date

The date and time when the promotion becomes active. Transactions before this time are not eligible for the promo

End Date

The date and time when the promotion expires. Transactions after this time will no longer qualify for the promo

Terms & Conditions

The detailed rules and restrictions that govern the promotion. This can be shown as plain text or as a link to an external page

Example: "View full terms at example.com/terms"

Promo Specification

Field

Description

Promo Category

The classification of the promotion for reporting or segmentation purposes

Example: "Discount", "Cashback"

Budget

The total monetary allocation for the promotion. Once the budget is depleted, the promo becomes inactive

Discount Type (Flat / Percentage)

Defines how the discount is calculated. Options include: • Flat – Fixed amount off • Percentage – Percentage off the transaction value

Discount Amount

The value of the discount given, based on the selected Discount Type

Example: IDR 50,000 for Flat, IDR 10,000 for 10% Percentage discount

Max Discount Amount

The maximum discount a customer can receive per transaction

Min Transaction Amount

The minimum transaction value required to apply the promo

Example: Promo only applies to purchases over IDR 100,000

Max Transaction Limit

The total number of transactions across all users that can use this promo before it becomes inactive

Max Transactions per Day

The maximum number of promo redemptions allowed in a single day across all customers

Promo by SKU

Allows merchants to apply the promotion only to specific products identified by their SKU (Stock Keeping Unit). The promo will be validated only if the transaction includes one or more of the specified SKUs, matched via the line_items parameter in the DOKU Checkout API. Merchants can upload the SKU list using a provided template

Payment Details

Field

Description

Max Transactions per Account

The maximum number of times a single customer/account can redeem this promo

Transaction Cycle

The interval for evaluating limits per user (e.g., Daily, During Promo)

Customer Identifier

The unique field used to track customer usage of the promo

Example: Email, Phone Number, Customer ID

Payment Details

Allows the merchant to choose which payment methods are eligible for the promotion. Supported methods include Cards and e-Wallet.

For Cards payment method, merchants can apply the promo to all banks or restrict it to specific banks by uploading a list of BINs (Bank Identification Numbers)

Custom Object Promo

Enables merchants to define custom conditions for promo eligibility using a combination of fields, operators, and values. These conditions allow for advanced targeting (e.g., customer type, platform, etc.)

When making a payment request via the DOKU Checkout API, merchants must include the parameter: additional_info.customObjectsPromo

Manage Multiple Brands

Add and manage different brands under one Business Account

Overview

Multi-brand is a feature in DOKU Dashboard that enables you to manage multiple brands or branches with a single business account. By activating Multi-brand, you will gain access to the Company Dashboard, where you can view transactions of all the registered brands easily. You can also add team members and assign them to their respective brand account and limit their access appropriately.

There are two primary cases where companies can use Multi-brand:

  1. Multiple Brands under One Entity: This scenario applies to companies operating under a single legal entity while managing multiple distinct brands. For example, consider NULE, a company that owns three separate brands, each catering to different business lines: NULE Education for online courses, NULE Pay for online payments, and NULE Shop for e-commerce.

  2. Multiple Branches under One Entity: In this case, a company operates multiple branches, each serving a different geographical location or market segment. For instance, NULE operates as a single school entity with branches in Jakarta, Bali, and Bandung.

Activation

If you have not activated Multi-brand for your business account, you can do so by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Business Info

  4. Business Info page will appear. Next, ensure that "Brand Information" tab is selected, then click "Add More Brand" button located on the right side of the page

If you do not see the "Add More Brand" button, this either means that (1) multi-brand has already been activated for your business account or (2) your business account type is not 'Corporate'.

  1. A new page will appear where you are required to input the data of your new brand such as

    • Brand Name;

    • Brand Logo (optional);

    • Business Category;

      • Additional documents may need to be uploaded depending on the selected business category

    • Brand Description;

    • Projected TPT & TPV of the Brand;

    • Business Proof; and

    • Website or Social Media Links

  2. Agree to DOKU Terms and Conditions and Privacy Policy, then click "Add New Brand" to complete the Multi-brand activation.

Upon a successful Multi-brand activation, the following things will occur:

  1. You will be granted a Company Dashboard, and your user account will gain a "Company Admin" role in the Company Dashboard.

  2. You will gain access to a new Brand Dashboard, and your user account will gain "Admin" role in the new Brand Dashboard.

Although your new brand has been activated, it will undergo a verification process that may take up to 48 hours. During the verification period, your new brand account will not be able to receive settlement of funds until it has been verified. You can monitor the verification process by checking the status of your brand account. The following is a list of brand account status that you may find in the Company Dashboard:

  • Draft → Brand account activation form has not been completed

  • On Review → Brand account has been successfully activated, but it is in the process of verification

  • Verified → Brand account has been verified

FAQ

Why is the "Add More Brand" button missing from my page?

If you do not see the "Add More Brand" button, this either means that (1) multi-brand has already been activated for your business account or (2) your business account type is not 'Corporate'. If your business account type is 'Personal' or 'International', you are not eligible to activate multi-brand for your business account.

How long does it take for my new brand to be verified?

The verification process may take up to 48 hours.

Can I immediately start accepting payments for the new brand that I have just created?

Yes, once you have completed the registration for the new brand, you can immediately start accepting payments for that brand, but with a transaction limit. However, please note that the settlement of funds will be held until the brand has been verified.

What are the requirements to activate Multi-brand?

  1. Your business account type has to be 'Corporate'.

  2. If your new brand has a different line of business than your main brand, you are required to provide additional documents. The document requirements vary for each line of business. Please refer to Additional Requirements for Specified Lines of Business for the full details.

Is there a limit to how many brands that I can create?

There is no limit to how many brands that you can create at the moment, however, please note that our team will verify every single brand that you will create and check its validity.

Is it possible to delete a brand that has been created?

It is not possible to delete a brand account once it has been created.

I have previously created two separate business accounts. Can I merge these two business accounts into one?

Yes, please contact your account manager or sales representative for this request. If you don't have an account manager, please fill and submit this form. You may also submit a support ticket or send an email to care@doku.com for assistance.

What should I do if I have an issue with the Multi-brand activation?

Please contact your account manager or sales representative for any issue that you may have. If you don't have an account manager, please fill and submit this form. You may also submit a support ticket or send an email to care@doku.com for assistance.

Company Dashboard

Features

By activating Multi-brand, you will gain access to the Company Dashboard. Company Dashboard has the following features:

  1. Navigation from one Brand Dashboard to another Brand Dashboard, and from a Brand Dashboard to a Company Dashboard

  2. Ability to view transactions of all the registered brands

  3. Ability to assign and manage team members for each brand

  4. Add more new brands to your business account

Dashboard Navigation

You can navigate from a Brand Dashboard to a Company Dashboard or vice versa by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Click the ellipsis icon next to your brand name

  3. Select the dashboard that you would like to acccess.

Company Dashboard has 'Company' text next to your business name, while Brand Dashboard only contains your brand name.

View Transactions

You can view transactions from all of your registered brands by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Access your Company Dashboard

  3. Select Reports from the menu, then choose Transactions

  4. Transactions page will appear where you can view transactions for all of your registered brands. You can also filter to view transactions for certain brands only.

Manage Team Members

You can manage team members for all of your registered brands by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Access your Company Dashboard

  3. Select Team Management from the menu

  4. Team Management page will appear, then click Invite Team Member button

  5. Enter your team member's email address , select the designated brand account and assign the appropriate role

  6. Complete Google reCAPTCHA, then click SAVE button.

You can only invite other team members as a Company Admin.

Add More Brands

You can add more brands for your business account by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Access your Company Dashboard

  3. Select Brand List from the menu

  4. Brand List page will appear, then click Add New Brand button

  5. Brand registration form will appear where you are required to input the data of your new brand such as

    • Brand Name;

    • Brand Logo (optional);

    • Business Category;

    • Additional documents may need to be uploaded depending on the selected business category

    • Brand Description;

    • Projected TPT & TPV of the Brand;

    • Business Proof; and

    • Website or Social Media Links

  1. Agree to DOKU Terms and Conditions and Privacy Policy, then click "Add New Brand" to add a new brand.

FAQ

What roles are available in a Company Dashboard?

Unlike a Brand Dashboard, there are only two roles in a Company Dashboard. The following are those two roles and their capabilities:

  1. Company Admin

    • Have access to transaction report page

    • Can add new brands

    • Can manage team members for all of the registered brands

  2. Company Operation:

    • Have access to transaction report page

Why is my Company Dashboard missing from the menu?

Please contact your account manager or sales representative for any issue that you may have. If you don't have an account manager, please fill and submit this form. You may also submit a support ticket or send an email to care@doku.com for assistance.

Update Business Data

Edit your company profile, documents, and contact information

You can update your business data by following the steps below:

  1. Log in to DOKU Dashboard, and then access the side navigation bar

  2. Select Settings from the menu

  3. Settings page will appear. Under Account section, select Business Info

  4. Business Info page will appear where you can update your company data, business representative data, brand data, as well as upload the company's latest legal documents.

Updating your business data would require us to re-verify your business account. Your new business data may be rejected if you fail to submit all the supporting documents for the change of your business data

FAQ

Why has my business account been suspended?

Your business account may be suspended due to a violation of the DOKU Terms of Services. If your business account is suspended, DOKU will notify you by email and provide a reason for the account suspension.

Please be sure to review DOKU Terms and Conditions prior to using our services.

How do I know that my data is still being verified?

You will see a yellow banner below your selected data tab that says that your data is being verified. You can view the data changes as well by clicking "View Data Changes" button.

How do I know that my data has been rejected?

You will see a red banner below your selected data tab that says that your data was rejected. You can view the rejected notes and the specific data that needs to be revised.

Can I submit the same data that was previously rejected?

Yes, if you persist that your data is correct, you can resubmit the same data for our risk team to reverify.

Can I submit a new data while my data is being verified?

Yes, if you wish to revise your data, you can submit the new data for our risk team to verify. Please ensure the approval ID is different from the previous one in the yellow banner below your selected data tab.

My file/document is failed to be uploaded. What should I do?

Your file might fail to be uploaded due to the following reasons:

  1. The file format is invalid

  2. The file size is too big

  3. The file is corrupted

Please ensure that your documents follow the below rules.

  1. The file format is either PDF, PNG, JPG, or JPEG

  2. The file size less than 15 MB

  3. The file can be accessed and opened