Question 1

What is Duitku?

Accepted Answer

Duitku Payment Gateway facilitates your business so that your customers can make payments automatically and directly on your website or apps.
As a Payment System Service Provider company, Duitku serves payments via credit cards, interbank transfers, internet banking, e-wallet, and retail outlets directly to your online store with competitive service fees.

Question 2

How do I start using Duitku?

Accepted Answer

Once you are registered on the Duitku website, you will be granted access to your Duitku dashboard where you will be directed to your test account (sandbox).

Confirm your email address and phone number. To carry out banking transactions, it is very important that we have your correct and accurate detailed information so that we can quickly verify your Duitku account.
Sandbox (test mode) allows you to try using Duitku without requiring real money. You can integrate your site or apps using the checkout feature in the sandbox and use API key testing in your project to make sure everything is working properly. Get API key (merchant key) from dashboard > My Project > Add Project
Live Production mode (merchant account) can be accessed after your identity data and website can be verified by the Duitku team. Once your account is active, you can create a new project in production mode, and activate the API key (merchant key) obtained from the sandbox mode to start receiving actual payments.

Question 3

What information or legal documents are needed to register a merchant account?

Accepted Answer

The legal documents required will differ according to the type of legality of your business. For personal merchants, you will be asked to include your national ID, tax identification number (NPWP) and your bank account number. For personal merchants, the ID, NPWP, and Bank Accounts must be under the same name, while for corporate merchants, you will be asked to include a more thorough legality documents.
For details of the documents that must be included, please see https://docs.duitku.com/account/#aktivasi-akun

Question 4

I don't have a tax identification number (NPWP), can I register to Duitku?

Accepted Answer

If you are a student, you can use a student ID card
For housewives, you can use your husband&#8217;s NPWP and attach your family member certificate
If all the family member do not have any NPWP, the NPWP registration can be done online at the following link: https://ereg.pajak.go.id/login

Registration will take + 30 minutes. You can include proof/screenshot of the NPWP registration when you register to Duitku.
( tutorial: https://www.pajak.go.id/id/tutorial-pendaftaran-npwp-orang-pribadi-secara-online )

Question 5

What is the difference between the individual and company registration process?

Accepted Answer

Besides the differences in the required documents, the registration process for a company requires the signing of the agreement which will be sent by the Duitku team.
For a complete guideline to the required documents, see https://docs.duitku.com/account#aktivasi-akun

Question 6

How to register for a charity / foundation?

Accepted Answer

Foundation registration is the same as the registration procedure for a company, and it will include the foundation deed certificate. The registration process for a foundation requires the signing of the agreement which will be sent by the Duitku team.

Question 7

How do I download the latest NIB and Location Permit documents?

Accepted Answer

All merchants can download the latest legality documents on the OSS portal

Question 8

How to request the cooperation agreement draft before applying for registration by a merchant?

Accepted Answer

Merchants can submit the request via email to support@duitku.com.

Question 9

How is the Data Verification process?

Accepted Answer

Our verification team will carry out the process by calling the phone number you registered. An account verification and activation will be carried out no later than 3 x 24 hours. Please make sure the phone number you registered is active and please pick up the phone when our leverage verification calls you.

Question 10

Does it support merchant registration without having a website (Company / Personal) ?

Accepted Answer

You can create a testing account on the Duitku website, but the Duitku account verification process still requires merchants to have an accessible website.

Question 11

What is the minimum standard for a website content to be accepted as a Duitku merchant?

Accepted Answer

Having an official information regarding the company (example: the products are clear and in accordance with the business license)
Having contact info (example: phone number, address and email) that are active and available.
Receiving payments in or can be converted into Rupiah exchange rates.

Question 12

Can I add some additional users for team members to access my dashboard?

Accepted Answer

Merchants can add users according to the role assigned to the &#8220;User Team&#8221; feature on the merchant dashboard

Question 13

What is the function of the user team check mark on the login page?

Accepted Answer

To login as a User Team, which functions to separate access rights depending on the function of each team member among the others: Admin, Finance, Technical and Monitor/Analyst.

Question 14

Does Duitku offer loans (personal / productive)?

Accepted Answer

No, Duitku payment gateway is not an online lending platform

Question 15

How do I borrow money from Duitku?

Accepted Answer

Currently Duitku does not offer personal nor productive loans for businesses.

Question 16

I receive funds from PT Kharisma Chakra Mandala, is it a loan?

Accepted Answer

PT Kharisma Chakra Mandala is a payment gateway company and we are not an online lending platform. We can only help to confirm the status of your transaction and provide the source of the funds you are receiving.

Question 17

I transfer funds to the wrong account, what can I do?

Accepted Answer

You can email us on support@duitku.com with the transaction receipt attached to the email and inform us of the destination bank account. We will check the status of your transaction and if it is successful, we will escalate this to be processed by the related team.

Question 18

What businesses does Duitku serve?

Accepted Answer

We can service the majority of business types, but there are some exceptions. We do not accept service in contexts that meet the following criteria:

Sites with &#8216;XXX&#8217; content
Gambling site
Arms dealer
Drugs and all their equipment
Other illegal or prohibited products or services
High-risk telemarketing companies (horoscopes, predictions or forecasts, etc.)
Replica

Question 19

What Payment Methods are available?

Accepted Answer

Please visit the Price List page for the available payment methods and the transaction fees for each payment method.

Question 20

What currencies can be used in Duitku?

Accepted Answer

To meet regulatory requirements by Bank Indonesia, Duitku can only process transactions using Rupiah (IDR). You need to convert your currency value to Rupiah if you use another currency to transact using Duitku.
We advise you NOT to use decimal format for transactions. This aims to avoid pending transactions from the bank.

Question 21

How does the withdrawal service work?

Accepted Answer

For the withdrawal process, you can open the Withdraw menu on the dashboard then select the Withdraw or Instant Withdraw sub menu. Please enter the nominal and select the account number you want to withdraw, then press the request withdraw button. Withdrawal can only be made to withdraw funds to a previously registered account number.
Each transaction has a different settlement time according to the payment method used. Incoming money will be recorded in real time on the dashboard, but you have to wait for the settlement time before you can make a withdrawal process.
You can see the details regarding settlement time at https://docs.duitku.com/dashboard-feature/withdraw/

Question 22

How do I add a new account number to my Duitku Account?

Accepted Answer

To add a registered bank account, you can send an email to support@duitku.com with a photo or screenshot of your bank account attached to the email. Your new bank account will be added as the destination account in the drop down menu within 1&#215;24 hours (on weekdays).

Question 23

Where can I find my API Key?

Accepted Answer

You can view your API Key through your dashboard, under the menu ‘My Project’. Click on the button ‘edit project’ at the right side of the intended project. To further protect your account, API key can be accessed after you input your Duitku account’s password.

Question 24

What is the difference between Instant Withdrawal and Regular Withdrawal?

Accepted Answer

Instant Withdraw: the money will be sent in real time, maximum nominal: IDR 25,000,000 – IDR 50,000,000 depending on the limit of the destination bank. The fee is IDR 5,000 per transaction.
Withdraw: the money will be sent a maximum of 1×24 hours on weekdays with the maximum of IDR 5,000,000,000/withdrawal. There is no interbank transfer fee.

Question 25

Why is there sometimes a nominal difference between the balance on the Duitku dashboard and the nominal amount that can be withdrawn?

Accepted Answer

Because there is a difference in settlement time where the money that has been received is in your balance but cannot be withdrawn because it is still in the settlement period.
You can see the details regarding settlement time at https://docs.duitku.com/dashboard-feature/withdraw/

Question 26

After making a payment transaction, does the merchant need to confirm to Duitku?

Accepted Answer

No, the payment status will be updated automatically by our system and there is no need to reconfirm.

Question 27

How about a refund transaction?

Accepted Answer

Currently, Duitku does not provide a transaction refund service. The entire refund process will be handled by the merchant.

Question 28

How about a failed or pending transaction?

Accepted Answer

Please contact us immediately via live chat, email to support@duitku.com or you can call us at 021-5303977 / 021-53652738 and our staff will immediately assist you.

Question 29

How to see the transaction reports?

Accepted Answer

Login to your Duitku account and the Report menu can be found in the left menu list. Enter the filter of the report you want to see.
More details about the report feature on the Duitku dashboard at https://docs.duitku.com/dashboard-feature/report/

Question 30

How to integrate Duitku into my site?

Accepted Answer

Integrating online payments with Duitku is very easy. You can integrate web and mobile apps using our API, or use plugins for websites based on the CMS (content management system) platform.
Check out more details about the integration guide at https://docs.duitku.com/payment-gateway/overview/
Duitku provides plugins for the following e-commerce platforms:

JoomShopping
Magento
Prestashop
Woo Commerce
OpenCart
VirtueMart
WHMCS
Berdu
Mixradius

If you&#8217;re having trouble integrating with Duitku, don&#8217;t hesitate to contact us via live chat, phone or email. Our staff will assist you within 24 hours.

Question 31

What is the amount limit per transaction on Duitku?

Accepted Answer

The minimum amount per transaction is IDR 10,000 (ten thousand rupiah) and a different maximum amount for each payment channel.

Question 32

How long is the activation period for the second (and so on) project?

Accepted Answer

If you requested to activate your project, it will take 1 &#8211; 3 working days (not including holiday or weekend) to activate the project requested.

Question 33

Accepted Answer

Question 34

How do I protect myself from fraud?

Accepted Answer

Please stay alert of scams that mention Duitku if you are asked to make a transfer to a personal bank account. Interbank transfer payments through Duitku will ask the user to make a transfer to a Virtual Account number.
See also : the difference between transfer to a bank account and a virtual account
For transactions using a credit card, Duitku also uses the 3DS.
3-D Secure (3 Domain Secure), also known as payment authentication, is a security protocol to prevent fraud in online credit and debit transactions, by requiring credit card users to verify address and phone number for each payment transaction.
Duitku also provides FDS (Fraud Detection System) to prevent fraudulent transactions. Our system uses the latest technology to study past transaction information and use it to filter new transaction requests.

Question 35

What are the security standards does Duitku follow?

Accepted Answer

SSL and HTTPS
We use HTTPS certification on all of our sites. Moreover, we regularly update our security certificates and encryption algorithms. As a Duitku merchant, you don&#8217;t need to have HTTPS certification on your site. However, we recommend you to use it.
In addition, for the processing system, we follow the PCI-DSS security standard (the highest security standard for processing credit card transactions), which is updated every year. Check out our license at the bottom/footer of the website.

Question 36

What is E-wallet?

Accepted Answer

E-wallet or digital wallet is a balance that can be used as an integrated means of payment. In general, E-Wallet is a system developed or created to make it easier for every user to make transactions.

Question 37

What e-wallet is available on Duitku?

Accepted Answer

Currently, Duitku can accept payments via OVO e-wallet, ShopeePay, Dana and LinkAja.

Question 38

How to register and use the e-wallet service on Duitku?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project in production mode, the Duitku team will immediately register the merchant project for the QRIS and E-wallet payment channel.
Merchants must first create a project before they can open an e-wallet payment channel.
For the second project and so on, a merchant needs to submit a submission form and after submitting the form, it will take 7 &#8211; 14 working days (not including holidays or weekends) to activate the payment channel requested.

Question 39

How do I register and activate the OVO payment channel?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project on production mode, the Duitku team will immediately register the merchant project for the OVO payment channel.
Merchants must first create a project before they can open the OVO payment channel.
After the OVO merchant payment account is verified, you can immediately set up the activation of the OVO payment method via the dashboard > &#8216;My project&#8217; > the &#8216;Payment Method&#8217; button.
OVO payment channel integration can be done via plugins, or via the integration code &#8216;OVO&#8217;. You can see the complete API integration guide here
https://docs.duitku.com/payment-gateway/api-browser

Question 40

What are the differences between OVO and OVO(Digital)?

Accepted Answer

There are 2 types of OVO payment channel fees based on the types of product that the merchant sells. OVO standard fees will be applied for any tangible/physical product (e.g., clothing, food, furniture, car rental, etc.). Meanwhile, for any intangible/digital product (e.g., online class, voucher, utility bill, phone bill, etc.), OVO (digital) fees will be applied.

Question 41

Can my customers pay with a combination of OVO cash and OVO points?

Accepted Answer

When a bill is sent, Duitku will send a push notification to the customer&#8217;s OVO app. On the payment page, OVO will give the customer a choice if the customer wants to use OVO points. The money received on the merchant dashboard balance will be the same with the nominal amount of the bill.

Question 42

How to test OVO payment in the sandbox test mode?

Accepted Answer

To test OVO e-wallet payment in the sandbox mode, you can contact the Duitku team via email support@duitku.com or via live chat to submit a testing request. Duitku will arrange a testing schedule with the merchant.

Question 43

How to register and activate the ShopeePay payment channel?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project on production mode, the Duitku team will immediately register a merchant account for the ShopeePay payment channel.
After the ShopeePay merchant payment account is verified, you can immediately set up the activation of the ShopeePay payment method via the dashboard > &#8216;My Project&#8217; > the &#8216;Payment Method&#8217; button
ShopeePay payment channel integration can be done via plugins, or via the integration code &#8216;SA&#8217;. You can see the complete API integration guide here
https://docs.duitku.com/payment-gateway/api-browser

Question 44

What are the differences between ShopeePay and ShopeePay (Digital)?

Accepted Answer

There are 2 types of ShopeePay payment channel fees based on the types of product that the merchant sells. ShopeePay standard fees will be applied for any tangible/physical product (e.g., clothing, food, furniture, car rental, etc.). Meanwhile, for any intangible/digital product (e.g., online class, voucher, utility bill, phone bill, etc.), ShopeePay (digital) fees will be applied.

Question 45

Can my customers pay with a combination of ShopeePay and Shopee Coins?

Accepted Answer

When a bill is made, Duitku will open the ShopeePay customer app to complete the bill. On the payment page, ShopeePay will give the customer a choice if the customer wants to use their Shopee Coin. The money received on the merchant dashboard balance will be the same with the nominal amount of the bill.

Question 46

How to participate in promos by e-wallet providers such as OVO and ShopeePay?

Accepted Answer

Information about the promo will be directly informed by the e-wallet provider. Merchants will immediately receive money in full on the dashboard (except in co-funding promos)

Question 47

How to test ShopeePay payment in sandbox test mode?

Accepted Answer

To test ShopeePay e-wallet payments in sandbox mode, you can download and use the following apps to perform payment simulations.
https://drive.google.com/drive/u/3/folders/1A3ccngXOemRZCXGk1cvfm82ybfpn6vhb

Question 48

How to register and activate Dana payment channel?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project on production mode, Merchants can contact support@duitku.com to open access to Dana payment channel.
Merchants must first create a project before they can open the Dana payment channel.
After the Dana merchant payment account is verified, you can immediately set up the activation of the Dana payment method via the dashboard > &#8216;My Projects&#8217; > the &#8216;Payment Method&#8217; button
Dana payment channel integration can be done via plugins, or via the integration code &#8216;DA&#8217;. You can see the complete API integration guide here
https://docs.duitku.com/payment-gateway/api-browser

Question 49

How to register and activate LinkAja payment channel?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project on production mode, the Duitku team will immediately register a merchant account for the LinkAja payment channel.
After the LinkAja merchant payment account is verified, you can immediately set up the activation of the LinkAja payment method via the dashboard > &#8216;My project&#8217;
> &#8216;Payment Method&#8217; button
LinkAja payment channel integration can be done via plugins, or via the integration code &#8216;LA&#8217;. You can see the complete API integration guide here
https://docs.duitku.com/payment-gateway/api-browser

Question 50

Can 1 account use 2 different E-wallet projects?

Accepted Answer

Each account can only register 1 project using the OVO and Dana payment channel.
However, for other e-wallet payment channel or QRIS, merchants can open the following payment methods for more than one project in the same account.

Question 51

What is the nominal limit for transactions that can be paid using the e-money payment method?

Accepted Answer

The nominal limit of transactions that can be paid will be adjusted to the payment limit of the e-money account owned by the user/customer. Where if the user has a premium account, the user can pay a nominal up to IDR 10-20 million and if the user only has a basic account, the user will only be able to pay a nominal up to IDR 2 million.

Question 52

How long does it take to settle the E-wallet disbursement?

Accepted Answer

The settlement time for E-wallet transactions is D+2 transactions.

Question 53

What if the balance in the customer's e-wallet is insufficient to make a payment?

Accepted Answer

Customers will receive notifications from the e-wallet used, but they will be asked to top up first before completing the payment. If the customer does not complete the payment within the specified time, the transaction will be considered unsuccessful.

Question 54

The customer has made a payment, but why haven't I received the money on my dashboard?

Accepted Answer

You can contact our customer service via live chat or send an email to support@duitku.com with a screenshot of the transaction receipt. Our team will immediately check the transactions.

Question 55

Can I refund an e-wallet payment?

Accepted Answer

For now, the refund process has to be carried out by the Merchant. If the money has entered into your dashboard, you can send the money back manually or through the Duitku disbursement feature (prices and conditions apply).

Question 56

How to see the e-wallet transaction report?

Accepted Answer

All transactions will be recorded on the dashboard, on the “Merchant Project Report” menu. You can filter transactions by payment method (3rd column, all PG), to see transactions paid via e-wallet.

Question 57

How to register and activate the QRIS payment channel?

Accepted Answer

After a merchant registration form is verified, and the merchant creates a project in production mode, the Duitku team will immediately register a merchant account for the QRIS payment channel.
After the QRIS merchant payment account is verified, you can immediately set up the activation of the QRIS payment method via the dashboard > &#8216;My project&#8217; > the &#8216;Payment Method&#8217; button.
For the second project and so on, the merchant needs to submit a submission form and after submitting the form, it will take 7 &#8211; 14 working days (not including holidays or weekends) to activate the payment channel requested.

Question 58

What is the difference between offline and online QRIS?

Accepted Answer

For offline QRIS, the customer makes a transaction by scanning the QR listed at the merchant&#8217;s retail outlet, and entering the nominal according to the total price at the cashier. Usually the customer will show the payment receipt screen to the cashier to confirm the payment.
As for online QRIS, merchants display a different QRIS for each transaction, which contains transaction nominal information and other payment details. These payment details allow the system to perform automatic checks, so merchants will immediately get the notification after the bill is paid without having to do a manual check.
QRIS online is suitable for merchants who have online business where the checkout process is carried out independently by the customer.
The following is the more comprehensive information about how to receive QRIS

Question 59

Do I have to register at qris.id to open the online QRIS payment channel?

Accepted Answer

No, you just need to open an account at duitku.com.

Question 60

Can QRIS be paid through any apps?

Accepted Answer

QRIS can be paid through well-known e-wallet apps in Indonesia such as OVO, Gopay, ShopeePay, Dana, LinkAja, and via internet / m-banking that have QR code payment service, such as BCA (m-BCA), Mandiri (living by Mandiri) , CIMB Niaga (Octo Click), BRI, BNI, Mega, Permata, Nobu, UOB, Danamon, Maybank, Sinarmas, BJB, and many others.

Question 61

How long is the settlement time for QRIS disbursement?

Accepted Answer

The settlement time for QRIS transactions is D+2 transactions.

Question 62

How to do QRIS payment testing?

Accepted Answer

To test QRIS payments on sandbox mode, you can download and use the following apps to perform payment simulations. If the QRIS payment channel is not yet available in the sandbox payment option, you can email an opening request to support@duitku.com.
https://drive.google.com/drive/u/3/folders/1A3ccngXOemRZCXGk1cvfm82ybfpn6vhb

Question 63

What is Virtual Account?

Accepted Answer

Virtual account (VA) is a payment method with a virtual bank account or temporary account. Virtual account contains an ID number created by a bank to process a related payment transaction.

Question 64

What is the difference between virtual account and a regular bank transfer?

Accepted Answer

Bank transfer is made to certain individual/company destination accounts. The amount will be determined by the sender and usually the sender will confirm each time after completing the transfer.
Virtual accounts are usually created for payment confirmation automation. Where usually the company will create a virtual account to make related payment transactions. This virtual account can also contain information on the nominal balance that must be paid, thereby reducing payment errors (human error) by the customer. This account allows the system to check automatically every time there is incoming payment, so that the transaction status can be updated in real time

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