Consumer FAQ: General Topic

Q: What is the name of the service?

The name of the service is DOKU.

Q: What is DOKU?

DOKU is a virtual wallet equipped with credit card and cash wallet features. You can use DOKU to shop online at merchants joined under DOKU.  

Q: What is DOKU ID?

DOKU ID is a unique ID consisting of 10 digits representing your DOKU account.

Q: What are the benefits of this service?

  • You can easily to-up your balance at one of DOKU’s payment partners nearest to you.
  • The ease and convenience of online and offline payment simply by using the DOKU ID.
  • You can enjoy the flexibility of shopping online and get attractive special offers for payments using DOKU.
  • You can use DOKU at any time, 365 days/year and anywhere.

Q: What does DOKU do for you?

  • All items or services from DOKU merchants.
  • Interesting offers from all DOKU merchants.
  • Online transactions, even if you don’t own a credit card.
  • Pay your bills, like electricity bills, water/PDAM, Pay TV, Installments and Insurance.
  • Sending and receiving money from fellow DOKU users (only for Premium Users).
  • Cash Withdrawal at DOKU payment merchants nearest to you.
  • Ask for fund transfer from fellow DOKU users.
  • Perform online transactions using a credit card safely with DOKU ID.

Q: Is this service safe?

Yes. This service is safe due to the following reasons:

  • All the communications between DOKU and its merchants are secured by referring to the security standards applied by the regulator and relevant industries.
  • To perform a transaction, you don’t need to disclose your credit card number.
  • Every transaction has to use a PIN or CVV according to the source of funds used for the transaction.
  • DOKU will not disclose your personal information, unless otherwise stated in the terms and conditions and in adherence to the agreed privacy policy.

Q: How can I shop using DOKU?

  • Perform the transaction of the DOKU website. When you’re about to compete payment, select the payment method using DOKU.
  • On the payment page, you will be asked to provide your email/DOKU ID and your password.
  • You can then select the payment method using Credit Card or Cash Wallet.
  • Verify your transaction, then input your CVV/PIN and click “Process Payment”.
  • If you are using a credit card, you will be asked to input your One Time PIN (OTP) which will be sent to you mobile phone number by the credit card issuer.
  • Following a successful transaction, you can navigate back to the website or print the details of the transaction you have just completed.

Q: Is there a transaction limit?

  • Transactions using a Cash Wallet are capped at Rp 1,000,000 per transaction for regular users, and Rp 5,000,000 per transaction for premium users.

 

Registration

Q: Are there registration fees?

DOKU does not impose charges for registration.

Q: How do I join DOKU?

  • Go to the com page and then click to get onto the Consumer page.
  • On the Consumer page, click SIGN UP and input your personal details including your full name, email, sex, date of birth, mobile phone number and password and click “SIGN ME UP”.
  • You will receive an activation email from us containing the account activation link. Click on the link to proceed to the account activation process.
  • In the account activation process, you will be asked to provide your PIN and OTP.
  • Consider and maintain the confidentiality of your password and PIN, because you will be asked to provide your password and PIN when performing a transaction.

Q: I did  not receive an account activation email

  • Log In to your DOKU account.
  • You will be redirected to the “Need Activation” page, you can click on the “Send Activation Link” button to resend the activation email.

Q: What is a One Time PIN (OTP)?

OTP is a disposable PIN specifically used for a transaction your perform.

Q: What if I forgot my password?

  • You can reset your password by clicking on the following link or click “Forget Password” on the main page of DOKU Consumer.
  • Input your email address and date of birth. You will receive an email containing a link to change your password.
  • Log In to your email account and click on the link to change your password.
  • After clicking it, you can replace your old password with a new one.

Q: What if I forgot my PIN?

You can use the “Forget PIN” feature on your DOKU page.

Q: What is a Premium User?

A Premium User is a user that has passed the verification process by DOKU.

Q: What is the difference between a regular user and a Premium user?

The main differences between a Regular User and a Premium User are:

Premium users have a maximum cash wallet balance limit of Rp 5,000,000, while Regular Users only have a maximum cash wallet balance limit of Rp 1,000,000

  • Premium users can use the transfer feature and ask for a Cash Wallet transfer from other Premium users. While regular users cannot use the feature.

Q: What are the conditions to become a Premium User?

The main condition is that you are at least 17 years of age and have legitimate personal identification like ID Card and Driver’s License. You will also be required to adhere to steps to become a Premium User.

Q: How do I become a Premium User?

  • Log In to your account.
  • Click on “Update Profile” and fill out your complete personal details in accordance with the information provided on the ID card you use.
  • At the bottom of the page, tick the “Sign me up to increase my balance limit”.
  • We will contact you to confirm your data and ask you to provide documents, including copies of your ID card and your photo.
  • Once the process is completed, you will automatically be a Premium User.

 

Cash Wallet

Q: Do I have to be a customer of a certain bank to top up?

No. You can top up via ATM from any bank. (ATM Bersama Network).

Q: How much can I top up?

For regular users, the maximum top up limit is Rp 1,000,000 and Rp 5,000,000 for Premium Users.

Q: What is "Maximum Balance Limit"?

Maximum Balance Limit is the maximum amount that your Cash Wallet can hold. For example, if your maximum balance limit is Rp 1,000,000 and you have a Rp 900,000 balance, then you can only add Rp 100,000 as top-up.

Q: How do I top Up via BNI ATM?

  1. On the main menu, choose "Transfer".
  2. For transfer destination choose “To Bank BNI”.
  3. Input the amount you want to top up.
  4. Input your DOKU account number.

Q: How do I top up my balance via Mandiri ATM?

  1. Select Pay/Purchase from the menu, select “multi-payment”
  2. Enter DOKU company code [70002], then choose ‘CORRECT’.
  3. Enter DOKU’s merchant code [1], then choose ‘CORRECT’, then input the 10-digit DOKU ID.
  4. Input the amount, then choose ‘CORRECT’.
  5. Top-up successful. 

Q: How do I top up my balance using ATM Bersama?

  1. Insert your ATM card.
  2. Choose TRANSFER.
  3. Select “TRANSFER TO ANOTHER BANK”.
  4. Enter bank code [009] + 800301 + DOKU ID.
  5. Input the amount you want to top up
  6. Click ‘YES’ to confirm and transaction is completed.

Q: How do I top up my balance through BNI’s SMS banking?

  1. Type: TRF (space) [DOKU Account Number] (space) [Amount].
  2. Send to 3346. 

Q: How do I top up through a Mini Market?

  1. Visit Alfamart, Alfamidi, AlfaExpress, DAN+DAN, and Lawson, or K24 outlets.
  2. Request for your DOKU account balance top-up to the cashier
  3. Provide your DOKU ID and the amount you want to top up (choose one: Rp 20,000; Rp 50,000; Rp 100,000; Rp 250,000; Rp 500,000).
  4. Pay according to the amount you want to top up (specific to over-the-counter/ (or: outlet) balance top-ups will be charged an additional Rp 2,500/top up).
  5. Balance top-up successful (check your account and keep the receipt of your top-up). 

Q: How do I top up my balance through Internet Banking?

  1. Select ‘Inter-bank Transfer’ from the menu
  2. Choose or input BNI Bank Code [009].
  3. Input the amount you want to top up.
  4. Input your DOKU account number [800301 + your 10-digit DOKU ID], then click ‘Process’.
  5. In the ‘message’ section, re-input your DOKU ID account number.
  6. Input the PIN/OTP/Token as your Internet Banking services require.

Transaction completed and please check you DOKU balance.

 

Credit Cards

Q: Why should I use DOKU when I already have a Credit Card?

  • You’ll be provided with extra protection as you won’t have to disclose your credit card information to DOKU merchants
  • You won’t have to put in the number of your card and billing address every time you perform a transaction

Q: What credit cards are compatible with DOKU?

DOKU allows the use of all MasterCard and Visa credit cards.

Q: How many credit cards can I sign up with DOKU?

You can register a maximum of 3 (three) credit cards with your DOKU.

Q: Is my Credit Card data safe?

  • DOKU stores your information on a secure server.
  • DOKU will not be disclosing your credit card information to the merchant on a transaction.

Q: How do I add a credit card?

  • Log in to your DOKU account.
  • Choose “Credit Card” from the “My Wallet” menu.
  • Click "Add Credit Card".
  • Enter the necessary data and click “Save”.
  • Verify the credit card data you have provided, then click “Add this Card”.
  • Enter "PIN" and select "Card Validation".

Q: How do I change the information of a credit card I have added to DOKU?

  • Log in to your DOKU account.
  • Choose “Credit Card” from the “My Wallet” menu.
  • Click “Edit Credit Card” on the right hand side of your Credit Card.
  • Make the change to your data then click “Save”.
  • Input your DOKU "PIN" DOKU; your credit card data has been successfully changed.
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