Unable to use e-wallet

E-wallet payment option is unavailable
E-wallet payment option is unavailable

For MyTelkomsel App users, you can buy credit, packages, or pay bills through the application using a variety of payment methods, including a digital wallet or e-wallet.

There are various digital wallets or e-wallet that can be used to pay for your credit, packages, or Halo bills on MyTelkomsel App.

However, in some cases, there are customers who cannot pay using a digital wallet or e-wallet. If you are experiencing these problems, you don't need to worry. First make sure of the following:

  1. Make sure the nominal for topping up your credit or data package so you can use payments via e-wallet.

    Not all credit and data packages have the option of using a digital wallet for payment, only certain nominal purchases can use e-wallet payments.

  1. Your MyTelkomsel App has not been updated.

    Please update your application and make sure you are always in an area with a stable internet network.

  1. Your phone's operating system does not support MyTelkomsel App update.

    To be able to enjoy the latest services from the MyTelkomsel application, make sure your phone has a minimum operating system of Android 7 (Nougat) or iOS 11.

  1. You can clear app cache and reinstall MyTelkomsel App.
  2. The system is busy or has a problem.

    This is very likely to happen if there is a disturbance in your area, such as a power outage.

If you have confirmed the things above but the e-wallet is still not available, you can immediately contact Call Center 188. Make sure you also attach detailed information regarding the problems you are facing, such as your cell phone number, your cell phone, and operating system.

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The e-wallet balance has been deducted, but the quota/credit has not been received
The e-wallet balance has been deducted, but the quota/credit has not been received

To make it easier for you to fulfill the need for quota/credit, now apart from purchasing via ATM, you can also purchase quota/credit through the MyTelkomsel App, a special application for Telkomsel number owners and users.

The latest update from the MyTelkomsel App, now you can buy quota/credit and pay with a digital wallet/e-wallet. Make sure you are using the latest version of the MyTelkomsel App and the operating system on your phone also supports it.

Now buying quota/credit can be more practical and safer using a digital wallet/e-wallet in the MyTelkomsel App.

However, in some cases, the customer's digital wallet balance has been reduced but the quota/credit has not been received. If you are experiencing something similar, don't worry, just make sure of the following things:

  1. Make sure you enter the correct phone number.

    If you want to send a gift in the form of credit/package, make sure the number you entered is correct.

  1. Make sure the phone number is active.

    The phone number must be active to receive credit/quota and not within the grace period/blocked.

  1. Make sure you are in an area with a stable internet network or have an internet package.
  2. Do periodic checks when the system is busy.

    If the system is busy or has a problem, it is very possible that the quota/credit purchased will not be received immediately.

You can wait 1x24 hours but if you are in a hurry, you can also immediately contact Call Center 188. Make sure you provide data on the mobile number used and details of the incident.

You may be offered a solution with a refund or contact the relevant payment partner:

  • For OVO or GoPay users, if the balance has been deducted but the package/credit has not been received, then Telkomsel can help to refund the balance.
  • If you use a digital wallet other than OVO or GoPay, then Telkomsel can assist with the settlement by directing customers to contact the relevant payment partner so that they can assist with the balance refund process.
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The e-wallet balance has been deducted but the Telkomsel Halo billing status has not changed
The e-wallet balance has been deducted but the Telkomsel Halo billing status has not changed

For maximum service, of course you need to pay the Telkomsel Halo bill that you use. To facilitate the payment of Telkomsel Halo bills, MyTelkomsel App provides various payment methods, one of those is a digital wallet/e-wallet. Make sure you are using the latest version of the MyTelkomsel App and the operating system on your phone also supports it.

Paying Halo bills is easier and safer with a digital wallet/e-wallet in the MyTelkomsel App.

However, in some cases, the customer's digital wallet balance has been reduced but the quota/credit has not been received. If you are experiencing something similar, don't worry, just make sure of the following things:

  1. The bill has been printed and e-bill has been received.

    Make sure you have received the e-bill to pay your latest Telkomsel Halo bill.

  1. Make sure you are in an area with a stable internet network or have an internet package.
  2. The network system in your area is in good condition.

    If the system is busy or has a problem, it is very possible that the quota/credit purchased will not be received immediately.

You can wait 1x24 hours but if you are in a hurry, you can also immediately contact Call Center 188. Make sure you provide data on the mobile number used and details of the incident.

You may be offered a solution with a refund or contact the relevant payment partner:

  • For OVO or GoPay users, if the balance has been deducted but the package/credit has not been received, then Telkomsel can help to refund the balance.
  • If you use a digital wallet other than OVO or GoPay, then Telkomsel can assist with the settlement by directing customers to contact the relevant payment partner so that they can assist with the balance refund process.
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Did not receive the promised cashback
Did not receive the promised cashback

MyTelkomsel App is one of the applications that can be used to maximize the Telkomsel user experience. You can check credit, buy packages, and pay Telkomsel Halo bills via MyTelkomsel App. You also have the opportunity to get various benefits and attractive promos through the MyTelkomsel App.

Use MyTelkomsel App for your various communication needs and enjoy the convenience and various benefits with special promos.

However, in some cases, there are customers who do not receive cashback according to the promo promised on the MyTelkomsel App. If you are experiencing this problem, you need to ensure the following:

  • Make sure the promo validity period.

    It is very possible that the promo you are participating in has expired, has been replaced, or the quota is limited. Promos can be changed at any time and run out depending on the terms and conditions that apply, so you are expected to check regularly.

  • You are participating in a promo that is not meant for you.

    Some promos are made for certain customers. Make sure your number is eligible to join the promo.

  • Make sure other things, such as internet quota, the system at the time of redemption (busy/problematic), and application updates. This can also have an effect when an exchange transaction occurs.

You can contact the CS of the payment partner used to get further explanation. Please explain in detail what promos you used and the cashback you received.

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Unable to make payments with e-wallet
Unable to make payments with e-wallet

For MyTelkomsel App users, you can buy credit, packages, or pay bills through the application using a variety of payment methods, including a digital wallet or e-wallet.

There are various digital wallets or e-wallet that can be used to pay for your credit, packages, or Halo bills on MyTelkomsel App.

But if you can't make payments via e-wallet, you don't need to worry. Make sure of the following things first:

  1. You buy credit or data packages that have the option of payment using an e-wallet.

    Not all credit and data packages have the option of using a digital wallet for payment, only certain nominal purchases can use e-wallet payments.

  1. You are outside the internet coverage area or the internet package has run out.

    Make sure you are within the internet coverage area when transacting. Also check if you still have internet package.

  1. Your phone's operating system does not support MyTelkomsel App update.

    To be able to enjoy the latest services from the MyTelkomsel application, make sure your phone has a minimum operating system of Android 7 (Nougat) or iOS 11.

  1. You can clear app cache and reinstall MyTelkomsel App.
  2. The system is busy or has a problem.

    This is very likely to happen if there is a disturbance in your area, such as a power outage.

If you have confirmed the things above, but the e-wallet still cannot be used as payment, you can immediately contact Call Center 188. Make sure you also attach detailed information regarding the problems you are facing, such as the number used, mobile phone, and operating system.

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