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Frequently Asked Questions

Getting Started

  1. Why is my account unverified and have small transaction limits?

    User (Merchant) Accounts on InstaPay require ID Card (KTP) and Tax ID (NPWP) verification. Our KYC team will handle verification upon submission of those documents via Instapay.

    However, we allow new users to start collecting payments with small transaction limit on their account. This gives you immediate access to all the features of InstaPay and helps you try our platform

  2. What are the transaction limits on a new account?
    • The size of a single transaction cannot be more than Rp. 300.000/-
  3. How can I increase my limits?

    To change the limits, simply contact us via whatsapp or email to request for limit increase. Our KYC team may call you for verification.

  4. How long does it take to update the transaction limits?

    Once you submit the request, the verification will be done and the limits will be updated within 2 business days. During the verification, in case additional documents are required, we will get in touch with you regarding the same.

  5. Do I need Facebook account to use Instapay?

    Facebook account is currently required to login into Instapay app. We will provide other methods of login in future updates.


  1. Is there a Setup or Maintenance Fee?

    InstaPay doesn't charge a set-up or maintenance fee. We only charge a transaction fee for every sale.

    You can sign-up and start using InstaPay without having to pay anything up-front. There are no recurring, maintenance or other hidden charges.

  2. InstaPay Transaction Fees

    When customer pays you on InstaPay, a transaction is initiated. Every InstaPay transaction accounts to a fee that is charged from the corresponding bank.

    For every transaction, there is a nominal fee that is charged to you. The transaction fees at InstaPay are following :

    • Credit Card ( Visa, Master & JCB ) : 2,75 % of the transaction amount.
    • Mobile Banking ( BCA, Mandiri & CIMB Niaga ) : Rp. 5.000 per transaction.

Payouts (Settlement & Refund)

Your money is always safe. Here we explain when and how your InstaPay account balance will be transferred to your Bank Account, automatically.

  1. When will I get my money in my account?

    The transaction amount is transferred to your bank account in 2 business days since the day of transaction, after deducting the transaction fee.

    For example: If you received credit card payment of Rp. 100.000 on Monday, Rp. 97.250 will be the amount you will receive on Wednesday directly in your bank account.

    InstaPay pays its merchants on every business day. i.e, you receive a payout everyday from Monday to Friday for your payments.

  2. How do I get paid out?

    You receive the money in the bank account details that you enter during the registration process. You can also see at settlement report in your InstaPay account. Please note we can only settlement in Indonesian Rupiah and to Indonesian bank accounts (bank transfer fee applies).

  3. I haven't received my payout, what could be the reason?

    If it's been more than 4 days and haven't heard received the payment from us, please reach out to us via email at

    In case the payouts is delayed than the specified time duration, please check your email for communication from us. Your payouts could be on hold due to any of these reasons:

    • Bank Holiday - If a payout day falls on a bank holiday, the payout will be transferred on the next business day.
    • Chargeback - Your payouts could be kept on hold due to a chargeback filed by one of your customers. Please contact us at

Security and Privacy

Your money is absolutely safe with InstaPay We employ the following:

  1. 3D Secure

    Verified by Visa (VbV) and MasterCard’s SecureCode (3DS) is a PIN that cardholders use to verify the legitimacy of online transactions, similar to a PIN that is used with debit cards.

    This program helps both the customer and the merchant. It protects the consumer by reducing fraudulent transactions, and at the same time protects merchants from many fraud-related chargebacks.

    One of InstaPay’s top priorities is to help our merchants reduce the risk of fraudulent card use–that is why we work with acquiring banks that can integrate with 3D secure processing through our system.

  2. PCI DSS

    InstaPay is compliant with Payment Card Industry Data Security Standards as a measure to make sure that the transaction data are 100% safe with InstaPay.

  3. 128 bit Encryption

    InstaPay servers are encrypted by the 128 bit Encryption.

    That simply means that when you are on and entering any detail whatsoever, all your data is first encrypted on the server which further means it is cryptographically difficult to pass through your data, if in case anyone wants to break in.

Void, Refund & Chargebacks

Handling payment disputes and chargebacks, funds processing, retrievals and more

  1. Funds Held

    If you're facing some issue then please email to us at

  2. Void & Refund

    Contact our customer support at email or call 0877.7780.7007

  3. Chargeback

    Chargebacks are basically disputes reported by a buyer directly to his Bank (Card issuer) against a charge on their statements. Generally buyers file a chargeback when they are unable to recognize the merchants name on their statements and believe the transaction to be fraudulent or when they do not get the promised product or services for which they paid.

    Based on the nature of the complaint, the buyer's banks informs the merchant's bank regarding the issue raised by the buyer in the form of a "Retrieval" or a "Chargeback". Merchant's bank then debits the merchants account for the charged back amount and forwards the "Retrieval" or "Chargeback" to the merchant asking for clarifications or proof of delivery of the product / services.

    All sellers who accept credit card payments run the risk of being liable for chargebacks. Chargebacks are among the unfortunate costs of doing business. Many sellers factor this cost into their business risk model.