Frequently Asked Questions (FAQ)

Q.
What are the types of transactions that I can do with OY! Application?
A.

You can do a variety of transactions with OY! application such as free interbank transfer, top-up various e-Money and paying your bills. We will add more transaction features in the future.

Q.
Can I withdraw cash from the balance in the user’s account through the OY application?
A.

You cannot withdraw cash from debit cards balance or accounts you have linked with OY!

Q.
Can I link my credit cards and use them for transactions in OY! application?
A.

For now, you cannot link credit cards inside OY! Application.

Q.
Where does OY! stored user’s debit cards and bank accounts information?
A.

OY! only stored user’s bank account information but didn’t store their debit card information. Your debit card information is stored in our payment processor partner who has linked with VISA & MasterCard networks. OY! Is using 3D Secure Process when you are linking your debit card in OY! Your bank will then send a verification code via SMS to your mobile phone. Please make sure the phone number you submitted is correct in order to receive the SMS.

Q.
Is it safe for me to use my debit cards CVV code?
A.

Yes. OY! Is partnering with DOKU as our payment processor. They will store your data and guarantees the security of your data, information, and transactions in accordance with applicable banking industry standards, namely Payment Card Industry Data Security Standard (PCI-DSS).

Q.
Is my debit card secured?
A.

Yes. OY! Is paying close attention to the security of your data. You will always be asked to input unique OTP code for every transactions and it is very important you did not share the OTP code with anyone else.

Q.
Is OY! Indonesia has been registered in Bank Indonesia?
A.

Yes. OY! Indonesia is registered with Bank Indonesia as a provider of financial technology.

Q.
Why OY! Indonesia is not registered and overseen by the Financial Services Authority (OJK)?
A.

The Financial Services Authority (OJK) is tasked with overseeing the financial industry stakeholders such as banks, insurance, capital markets, financial institutions. Whereas OY! Indonesia, as the provider of financial technology in the field of payment which is under the supervision and regulation of Bank Indonesia.

Q.
What will happen if my transactions exceed the limit of the amount of fund available in my account?
A.

If you didn’t have enough balance in your account, your transactions will be automatically declined.

Q.
What should I do if I find an unusual transaction and there’s a note that the transaction was made in the OY! application?
A.

You can email and report it directly to our Customer Support team at cs@ngen.local. You must prove the irregularity of the mutation by providing all data and information needed and requested by cs@ngen.local except for PIN, Password, and OTP. The data and information will be used by the Customer Support team to validate whether your report is valid or not. If valid, the refund process can be carried out. But if it’s invalid, then OY! has the right to take the necessary actions to prevent undesirable things.

Q.
What if I accidentally choose the wrong recipient for my transactions?
A.

OY! Is not responsible for a refund if the mistakes were made by the user. Please make sure all the information is correct before making any transaction.

Q.
I was deducted Rp10,000 when linking my debit card as a proof of account validation but after 30 days my money still hasn’t been refunded yet, what should I do?
A.

You can contact our Customer Support for further instructions.

Q.
What are the fees charged to me for each transaction that occurs in OY!?
A.

For Direct Debit payment method, you will be charged Rp1,500 for each transaction. As for Manual Transfer and Virtual Account payment method, you will not be charged at all but there will be additional unique code (starting from Rp100 – Rp900) to facilitate the system validating your transactions. Policies related to fees and unique codes can be changed at any time according to the decision of the management of OY! Indonesia.

Q.
For Mandiri card owners, some will encounter difficulties in connecting their debit cards. The cause of these difficulties can be seen below:
A.
  • Insufficient card limit.
  • Has exceeded the maximum number of transactions.
  • The card is not yet registered for VBV service (online shopping).
    You can come directly to Bank Mandiri to do the VBV registration process at customer service by bringing your passbook and ID card. Your debit card will be able to be used for online transactions at most 3 days after the registration process is done.