If you’re encountering a GoPay error, the root cause can range from connectivity issues to account limitations. Poor or unstable internet connection can cause transaction failures.
Here’s a detailed guide on potential causes and how you can fix them:
🔍 Common Causes & Fixes for GoPay Errors
1. Account Limitations or Restrictions
If you haven’t upgraded your account to GoPay Plus, you’ll be unable to transfer balance or use certain features like bank transfers. Go to the app settings and complete the verification process using your e‑KTP (for Indonesian citizens) or passport (for foreigners).
If you see messages like “GoPay is blocked”, “Your GoPay cannot be used”, or similar, your account may be restricted due to suspicious activity, misuse of promotions, or other policy violations. In that case, submit a report via the app and GoPay should respond within 48 hours.
2. Internet or Server Issues
Poor or unstable internet connection can cause transaction failures. Try switching networks (mobile data/Wi-Fi). Sometimes the issue is due to GoPay’s servers, and the only solution is to wait it out .
3. Outdated App or Cache Problems
Running an outdated version of the GoJek/GoPay app can lead to errors. Make sure to update via Google Play or the App Store.
Clearing the app cache may also help—go to your phone settings > Apps > GoJek, then tap Clear Cache.
4. Camera & QR Permissions
For QR-based payments like QRIS, the app needs camera access. Make sure GoJek/GoPay has permission to use your camera.
5. Incorrect PIN or PIN Changes
If you’ve recently changed your GoPay PIN, wait 30–60 minutes before making transactions. Entering the wrong PIN repeatedly might trigger temporary blocks.
6. GoPay Payment via Code (QR Display)
When using a displayed payment code (e.g., from the “Pay” screen), note that QR codes expire quickly and cannot be reused. Tap Renew Code to get a fresh one if the transaction fails.
Also Read : Certificate Revocation List Issued by the Certifying Authorities is Expired
🌍 For Users Topping Up from Outside Indonesia
If you’re trying to fund your GoPay wallet using international methods:
Credit or debit cards (like Chase, Revolut, Wise) often fail due to regional blocks or limitations. GoPay generally doesn’t accept foreign cards directly.
A reliable workaround is to transfer funds via international remittance using services like Wise, directly into an Indonesian bank or GoPay-linked wallet. Make sure your GoPay account is registered with an Indonesian mobile number (+62).
Another option: have someone in Indonesia top up your GoPay via Indomaret/Alfamart with cash, then you reimburse them. This is a common and dependable workaround.
đź’¬ Real Experiences from Users
“You can transfer from Wise directly to GoPay, OVO and ShopeePay…”
“But i can? […] You can transfer from Wise directly to GoPay, OVO and ShopeePay…”
— Reddit users describing successful transfers using Wise—though others say less reliably
“You can topup GoPay via Indomaret or Alfamart tho”
— A reminder that topping up with cash is still possible at convenience stores like Indomaret
âś… Quick Troubleshooting Checklist
| Situation | Possible Fixes |
|---|---|
| Account features not working | Upgrade to GoPay Plus; check for account restrictions/blockages |
| “GoPay cannot be used” message | Report via the app and wait 1–2 days for resolution |
| Transaction fails or code expired | Tap Renew Code for a fresh payment QR |
| Unable to top-up using cards | Use Wise → Indonesian bank → GoPay, or cash top-up at Indomaret/Alfamart |
| App crashes or doesn’t load | Clear cache, update app, or reinstall |
| Camera/QR not functioning | Enable camera permissions to allow QR payments |
| OTP or login issues | Wait out limits, ensure good mobile signal for SMS delivery |
My payment failed. What can I do?
If your GoPay payment failed, here are the most common reasons and how you can fix it based on the type of failure:
🔎 1. Payment Failed During Checkout (e.g., QR scan, online, or in-store)
âś… Likely Causes:
Insufficient GoPay balance
Expired QR code (only valid for a few minutes)
Poor internet connection
GoPay server issues (happens during peak times or updates)
GoPay account temporarily restricted
âś… What to Do:
Double-check balance: Open the GoPay wallet in the app to confirm.
Tap “Renew Code” if you’re using a QR for payment.
Switch to a different network (Wi-Fi or mobile data).
Try again after 5–10 minutes — if the server is down, payment may work after a short wait.
Use an alternate method (cash, card, etc.) and check your GoPay later for refunds or success notification.
🔎 2. Payment Failed for Online Services (like Tokopedia, Gojek rides, etc.)
âś… Likely Causes:
Your GoPay is not linked properly to the merchant app.
You may have exceeded daily transaction limits.
GoPay is not accepted for that type of purchase.
âś… What to Do:
Go to Gojek App > Profile > Payment Settings > GoPay Settings to ensure it’s set up as your default payment method.
Try a smaller transaction to test if your limit has been exceeded.
Use GoPayLater if it’s available on your account and you’re low on funds.
🔒 3. Payment Failed with Error Message Like “Transaction Not Allowed” or “Your Account is Restricted”
This usually means:
Your account was flagged (e.g., for suspected abuse, wrong PIN attempts, or incomplete identity verification).
You’re trying a restricted service (like transferring to a bank without upgrading to GoPay Plus).
âś… What to Do:
Go to Help > My Account > Account Restricted in the GoJek app.
Submit a support ticket through the app and wait for a response (usually within 1–2 days).
If needed, upgrade your account to GoPay Plus via e-KTP/passport verification.
📥 4. You Were Charged But Didn’t Receive the Service
This may mean:
The payment went through, but the merchant failed to process the order.
The app failed after transaction completion.
âś… What to Do:
Check your GoPay transaction history for any successful deductions.
If you were charged, tap Help > My Transactions > Report an Issue from the specific transaction.
You can request a refund if it failed to deliver the product/service.
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