Frequently Asked Questions

Whiz is Indonesia's first money management app built for families. With Whiz, Youth can spend and track their expenditures digitally.

Parent and Youth. There is no specific minimum age to create account.

With Whiz app, Youth can now earn, save, spend and track their money, enabling independent learning about money management.

With our proprietary linkage feature, Parent will have visibility over Youth's progress and can play their role in raising money smart kids.

Yes, Whiz is safe & secured given:

• For Wallet Balance feature, it has e-Money license by Bank Indonesia (BI)
• All users money will be put in approved banks
• Bank-grade encryption and authentication system
• Balance protection on fraudulent activities*

*Applies to verified users (KYC) where fraudulent activity against Whiz accounts occurs outside of the user's control.

As a Payment Service Provider/ Penyelenggara Jasa Pembayaran (PJP), Whiz is under the supervision of Bank Indonesia.

Whiz (on behalf of PT MidazPay Digital Indonesia) has a license from Bank Indonesia as a Payment Service Provider/ Penyelenggara Jasa Pembayaran (PJP) with license number 23/734/DKSP/Srt/B. The scope of activities for Whiz is: Electronic Money Issuance, Fund Transfers, and QRIS Payments.

No. OJK's supervision is for financial institutions, including: banks, financing institutions, capital markets, and insurance. Supervision for Payment Service Providers falls under the authority of Bank Indonesia.

As a Payment Service Provider/Penyelenggara Jasa Pembayaran (PJP), Whiz is under the supervision of Bank Indonesia.

Anyone with a phone number and smart phone..

However, the maximum benefit will be obtained if the Whiz application is used by both, Parents and Young Children.

1. Download app on Play Store or App Store
2. Register using your mobile number
3. Create PIN
4. Select account type
5. KYC if you have selected Parent account

If you have forgotten your PIN and can not sign in to Whiz App, follow these steps:

If you have previously verified your email,
1. Open your Whiz App
2. Enter your PIN screen will appear, click “Forgot PIN Code”
3. Select the email to be used to reset PIN (parent's or youth's email)
4. Input the 6 digits verification code to reset PIN that have been sent to your email
5. Click 'Confirm'
6. Post that, you will be prompted to reset your PIN

If you have not previously verified your email,
1. Open your Whiz App
2. Enter your PIN screen will appear, click “Forgot PIN Code”
3. You will be directed to email [email protected]
4. Write the subject “Forgot PIN Code” and tell us your problem in the body of the email
5. Customer Service will help you reset your PIN, after verifying account ownership.

You will not. Your balance is safely stored on our Electronic Money servers, as long as no one else knows your PIN and abuses your account.

Users can reactivate an Inactive Account, by conducting 1 (one) monetary transactions (e.g. top-up, send/receive money, payments, withdrawals) no later than 1 (one) month from the date the Account is declared Inactive.

For any complaints related to the Whiz App and/or your account, or questions regarding the Terms and Conditions, you can contact us via -

• Email to [email protected]
• Instagram @Whiz.idn

Both Youth and Parent can initiate account linkage via the Whiz app.

If you have a Parent account or a Youth account (and is aged 17 and above), upload your ID (KTP) and selfie of yourself holding onto ID, you will be upgraded by Whiz team within 1x24 working hours. You will receive a notification upon an update in status.

If you have a Youth account (and is aged 17 and below), please ensure that your account has been linked to a Parent's Account. For inquiries how to link account, please refer to question "How to link Parent and Youth account?"

Then do the following steps.
1. Click 'Profile' icon
2. Select 'Upgrade Account'
3. Follow the instruction on page by uploading the documentation required

If your Whiz upgrade to Whiz Verified was rejected, you will get a push notification and message inbox in the Whiz app explaining why upgrade to Whiz Verified your upgrade to Whiz Verified was rejected. These are some of the reasons why upgrade to Whiz Verified your account upgrade to Whiz Verified could be rejected,

1. The document you uploaded was considered damaged (font, signature, and photo were not readable and verifiable)
2. Your selfie with ID is blurred (not focused and readable)
3. Selfie and ID Photos aren’t fully visible (photos covered with flash, photos are dark, selfie photos is blocked by ID)
4. Your uploaded photos/documents are not in accordance with our terms
5. E-KTP data used to upgrade Whiz Verified is not registered/matched with the Dukcapil data (Directorate General of Population and Civil Registration).

1. Click the 'Top-up' icon on the homepage
2. Select the bank to be used
3. Input top-up amount, click 'Continue Topup' button
4. There will be a Virtual Account detail
5. Complete the top-up instructions outside app before the time limit is up
6. When done, your wallet balance will be automatically reflected.

Please note:
1. Payment time using a virtual account is 1 hour (60 minutes). After that, re-enter the Whiz application.
2. Please top-up according to the nominal entered in the Whiz application
3. If Whizmates selects a new bank, enters a new nominal, and creates a new top-up request, the old top-up request will be automatically cancelled.

The payment will fail. In the case that the transfer request does go through, you will need to contact CS to confirm transfer nominal/time/date.

Yes, you can do so by selecting Transfer to Other Banks feature from your bank's internet-/mobile-banking or ATM. Though, some banks may choose to charge a transfer fee.

Rp10.000 for minimum transfer, while the maximum transfer amount is all based on account type (Unverified Rp2.000.000, Verified Rp20.000.000).

Do note that the maximum cumulative limit for Whiz balance from all transactions (top-up, transfer, etc.) is Rp40.000.000/month for the account verified and IDR 20,000,000/month for accounts unverified.

The limit will be reset automatically every 1st of each month. You will not be able to receive your Whiz balance top-up or request (including cashback) if the nominal of top-up or balance received causes your Whiz balance to exceed the specified limit

The maximum balance that the user can hold at any given point in time is Rp2.000.000 for unverified account and Rp20.000.000 for verified account. As such, we prevent any top-up request that will take users above this maximum balance limit.

We’re truly sorry for the inconvenience if you haven’t received your top up. Don't worry, all of your transactions are recorded in our system and we’re always here to help if you experience this issue.When this happens, you can do these things first:

1. Check your transfer receipt and make sure the destination phone number you've input is registered in Whiz
2. The destination phone number is still in use and active
3. Top-up has been successful, but is not recorded in the "History" page
4. Check whether the top up transaction causes the account balance to exceed the specified limit so that the top up transaction was not received.

If you have done the steps above and the balance in your bank or other top up methods that you are using has been deducted but the wallet balance remains the same, please be willing to wait for 2x24 hours* on business days (except Saturday, Sunday and public holidays) since the transaction date.

If, after 1x24 hours, the balance is still not received, please report it to us via [email protected] We'll help you right away.

When experiencing problems such as unable to top up Whiz, there are several possible that might have caused that issue, such as:

• Top-up amount exceeds the wallet's monthly transaction limit
• The phone number entered is not registered with Whiz
• Internet network is not stable

1. Click 'Request' icon on homepage
2. Input handphone number you would like to request balance from, amount requested, purpose of request and message (if any)
3. Click 'Confirm'
4. Your request has been submitted. The requested balance will be reflected on wallet balance after it is approved by the requested account.

1. There will be request notification on the 'Request' icon on the homepage
2. Select 'Request' and it would show request information, such as requestor name, handphone number, date, time and amount requeted.
3. Click 'Approve Request' or 'Reject Request' accordingly
4. If 'Approve Request' was selected, there will be a transaction confirmation page detailing recipient's handphone number, amount transferred and source of fund. Click 'Confirm' should you wish to proceed and transfer fund.
5. Insert your Rocket Pocket PIN and transfer will be successfully made to child's/friend's wallet.

Note: Balance that has been transferred can't be refunded, so always make sure you have entered the right contact and transfer amount. Also, make sure the receiver's balance doesn’t exceed the total account limit.

If you have transferred your Whiz balance from your account to your child's/ friend's account, but your child's/ friend's has not received it, please do these steps below:

• Check the "History" page whether or not the transfer has been successful
• Check your wallet balance again whether it has decreased or not, because if it fails, your wallet balance will berefunded.
• Make sure the transfer destination number entered is correct.

If after making sure of things above it is proven that the transfer was successful, please tell the recipient to check the history of the balance that listed on the "History" page.

However, if the Whiz balance has not been received by the recipient, please report this matter to us via [email protected]

Yes, simply by using the phone number that have been registered for a Whiz account.

Note that this is only applicable to verified user. Refer to "How to verify my account?" on how.

1. Click 'Transfer' icon on homepage
2. Input transfer destination, amount and category, click 'Confirm' button
3. Authorize transaction with your PIN and receive transfer receipt

Minimum transfer IDR 100, and maximum transfer according to account type (Unverified Rp2.000.000, Verified Rp20.000.000).

Make sure you’ve upgraded your Whiz account to Whiz Verified, because balance transfers can only be done by customers who have already upgraded their accounts.

QRIS transaction is limited to a maximum of Rp. 10,000,000.00 (Ten Million Rupiah) per transaction. However, Whiz may set a daily and/or monthly cumulative transactions limit for QRIS Transactions that can be carried out by each QRIS user, which is determined based on Whiz risk management, as long as it does not conflict with Bank Indonesia's regulations.

Whiz can be used to pay at your favorite online merchants using "Withdraw" and "via Bank Transfer" feature.

1. Before payment, make order on your online merchants' sites/apps

2. When selecting payment method, select "Bank Transfer". Select the bank account that currently can be process by Whiz, as listed below

E-wallet:

– OVO: Nobu VA, BNI VA

– LinkAja: LinkAja/TCASH VA

– DANA: BRI VA, BNI VA, Mandiri VA, CIMB VA, Permata VA, BTPN VA

– ShopeePay: Mandiri VA

E-commerce:

– Tokopedia: Mandiri VA, BRI VA, Danamon VA, CIMB VA

-Shopee: BNI VA

– Bukalapak: Danamon VA, Permata VA, BRI VA

Then, click confirm and create order

3. Post which, you will get a Virtual Account payment details. Jot those numbers.

4. Open the Whiz app

5. Select "Cash-out" and "via Bank Transfer", then select destination bank per previously selected at the online merchant's site/app

6. Input virtual account number in the account details and the amount to be transferred. Ensure that amount is according to the purchase receipt. Click "Continue"

7. Ensure amount, recipint name and destination is per purchase receipt. Click "Confirm" and input PIN. Payment is completed.

If you can't make transactions at merchant using, please ensure the following:

• Your wallet balance is sufficient
• You have a stable internet connection
• You are using the latest version of the Whiz app
• Make sure you have input the Whiz PIN correctly
• Scanning the QR code in appropriate position
• The payment amount using QR code scan does not exceed Rp10.000.000/ transaction

If you have confirmed the things above but you still cannot make a payment, please report it to us via [email protected]

If you experience problems regarding your wallet balance being deducted in a failed transaction at online store/e-commerce, please contact the online store/e-commerce first.

Please note that if the transaction status was failed, the wallet balance will be refunded automatically within a maximum of 3x24 hours.

If after the mentioned time, your wallet balance has not been refunded, please report it to us via [email protected] We will gladly help you.

If you experience a transaction failure at an offline store using Whiz, usually the wallet balance that has been deducted will be immediately returned.

However, if your wallet balance has not been returned after a failed transaction at an offline store and the offline store is not able to make a refund by cash, you can report it to us via [email protected] within a maximum of 3x24 hours after the transaction is made. We will gladly help you.

1. Click 'Pulsa & Data' icon on homepage
2. Input the desired phone number or select from your address book
3. Select the desired amount/ package
4. Click 'Purchase Confirmation'
5. Input your Whiz PIN. If successful, you would see a successful transaction receipt.

If the pulsa & data purchase fails, the balance will be returned to the user’s wallet balance. Please ensure that you have input the right phone number and try again.

When making a telco credit/ data package purchase:
1. Make sure the number and nominal are correct
2. Check periodically and wait up to 1x24 hours for credit/package to be received.

If the credit/package is still yet to be received, please report it to us via [email protected] We will help you right away.

1. Click 'Withdraw' icon on homepage
2. Click 'via Bank Transfer'
3. Input the destination bank, bank account number, bank account holder name and nominal, click 'Confirm'
4. Input your Whiz PIN. If successful, you would see a successful transaction receipt.

Note: Bank transfer feature can only be used by Whiz users. Please upgrade your account first.

Rp10.000 for minimum transfer, while the maximum transfer amount is all based on account type (Unverified Rp2.000.000, Verified Rp20.000.000)

Free if you have Whiz account Verified. IDR 2,500 for each transfer out of the Whiz balance if your account Unverified.

1. Ensure the destination bank and nominal inputted during the withdrawal request are correct.
2. Check the recipient bank's account mutation for whether there is an incoming balance for the requested amount from "ATM Bersama Midazpay."

If within 1×24 hours the balance is still not received, you can report it to us via [email protected] We will help you right away.

To view your expenses,
1. Click "See Details" of 'Expenditure Information' section
2. Select the month/period that you wish to see

You would be able to see the summary and details of all purchases and transfer out/withdrawals that you have done over the month/period, in descending order.

For parents, you would be able to see your child's expenses using the 'Monitoring' feature.

Task feature is a to-do list - fully customizable, and better, may provide rewards upon completion.

Parent who have already linked account to a Youth's.

Using a Parent account on Whiz app,
1. Click 'Task' icon
2. Click 'Create Task' button
3. Fill in the details of the task, reward (if any), validity period and tick the name of linked Youth to which this task would be applicable to
4. Click 'Create Task' button

1. Click 'Task' icon
2. On the 'Active Task List', find card that contains the completed task, click 'Task Completed' button
3. The card status will change to pending approval. And when approved by Parents, reward will be automatically transferred/recorded

1. Click 'Task' icon
2. In widget 'Awaiting Approval', will see all completed tasks
3. Acknowledge by clicking 'Approve Task' or if task is not completed, 'Reject Task'

Scenario 1 –
4. If 'Approve Task' is selected and task had entailed reward a monetary, you will be routed to the 'Transfer' page
5. Click 'Confirm' & authorize transaction with your PIN to transfer reward to Youth

Scenario 2 –
4. If 'Approve Task' is selected and task had entailed reward (non-monetary), reward will be automatically registered

Scenario 3 –
4. If 'Reject Task' is selected, the particular task will be back on the list of task on both Parent's and Youth's app

1. Click 'Task' icon
2. You would see all outstanding task on 'Active Task List'

1. Click 'Task' icon
2. Click 'Check All Task Details' button

Parent.

1. Click 'Task' icon
2. Click 'Check All Task Details' button
3. Select the particular ]task you want to edit and click on the 'pencil' icon or 'trashcan' icon for task to be deleted

Young people can create several Pockets that can be used to set aside their money to achieve a separate goal.

1. Click 'Pocket' icon
2. Under the 'Pocket List', find the Pocket you want to add money to and click the '+Add' button
3. Input nominal top-up and click 'confirm'

1. Click 'Pocket' icon
2. Under the 'Pocket List', find the Pocket you want to transfer the money to and click the 'Move' button
3. Select destination (can be another Pocket or main wallet), input nominal to be transferred and click 'Confirm'

Yes, you can if you have linked your account with your Young People!

When the account is connected, click the “Watch” icon to see the progress and details of your Youth Pocket.

Youth.

1. Click 'Pocket' icon
2. Under 'Pocket List', find the Bag you want to change and click on the right arrow
3. Click on 'Edit Pocket' button
4. Change the details of the bag/amount/category and click 'Confirm Change'

This is only possible when the specific pocket no longer has any balance. Refer to "How to move money across/ out of Pocket?" on how.

1. Click 'Pocket' icon
2. Under 'Pocket List', find the particular Pocket you want to edit and click the right arrow
3. Click on 'Edit Pocket' button
4. Click on 'Delete Pocket'
5. Should the Pocket no longer have any balance, a confirmation page will show and click on 'Delete Pocket' button

Pocket balance cannot be spent. Should you wish to do so, please move them to the main wallet. Refer to "How to move money across/out of pocket?" on how.

1. Click 'Allowance' icon on homepage
2. Click 'Set Allowance Reminder'
3. Input title, amount, allowance schedule, repeat period, and destination, click 'Set Allowance' button

No. You will still have to authorize the transfer instruction by:

1. Clicking on the allowance reminder notifications
2. Input transfer destination (choose your child number), amount and category, click 'confirm' button 'Confirm' button
3. Authorize transaction with your PIN and receive transfer receipt

No. However, you will still be able to view the allowances setup from the Allowance page.

No allowance will be sent to any of the children. The parent will have to manually transfer the allowance to all children for that period.

Using parent account,
1. Click on the 'Allowance' icon
2. Under 'Allowance Reminder' section, click on the 'Edit' button
3. To make allowance transfer automatic, check the “Automated Allowance” checkbox, and to transfer allowance manually, uncheck the checkbox. Click 'Save'

It is currently not possible to send varying allowance nominals in one 'Allowance Schedule'. Please create multiple 'Allowance Schedule'.

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Turning on and setting a limit for 'Lock expenditure after exceeding weekly limit'

All payments for goods and services, and any transfers out of the user's Whiz account to another Whiz user.

The limit will reset every Monday at 12:01 AM.

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Turn off the 'Lock expenditure after exceeding weekly limit'

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Turn on the 'Temporarily lock child's transactions'

All payments for goods and services, and any transfers out of the user's Whiz account to another Whiz user, are disabled.

The account can either be locked due to:

1. Child account having surpassed weekly spending limit
2. Parent manually locking the child's account.

Only a parent account can unlock the child's account following the steps below.

If child's account is blocked because he/she has surpassed weekly spending limit,

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Set a higher limit for 'Lock expenditure after exceeding weekly limit'

If child's account is blocked because it was previously initiaited by the parent,

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Turning off 'Temporarily lock child's transactions'

1. Click 'See All' in monitoring menu on homepage
2. Select the child to set parental controls for
3. Click 'Parental Controls'
4. Turning on and setting a limit in 'Send a notification for every transaction'

You may have to enable notifications for Whiz on smart phone. Instructions by device can be found below.

Android: https://support.google.com/android/answer/9079661?hl=en#zippy=%2Cturn-notifications-on-or-off-for-certain-apps

iOS: https://support.apple.com/guide/iphone/change-notification-settings-iph7c3d96bab/ios

You can use biometrics authentication - either Fingerprint authentication or Face ID

1. Click 'Profile' on Whiz homepage
2. Under 'Security' section, there is 'Use Biometrics'
3. Activate biometrics logon by tapping the slide button and then go on to scan your fingerprint or authenticate your Face ID

Biometrics logon is now active, you can use your fingerprint or Face ID instead of your PIN to log onto app or authorize transactions

This feature is only available if your device supports Face ID/Fingerprint.

You can set this feature, such as to disable or enable it again via the 'Profile' page in the app. If you are unable to use fingerprint/Face ID when making a transaction, you only need to enter a PIN to complete the transaction.

Please contact Customer Support Whiz by sending an email to [email protected] We will help you blocked/unblock your Whiz account.

If the transaction has been successfully carried out, it will be recorded on the “History” page.

If you feel someone is using your Whiz account without your knowledge, such as:

• You received a notification saying that someone has changed your profile such as your name, phone number, or email address in the Whiz app. You can check the 'Profile' page to see if the changes have occurred or not. If your profile doesn't change, it means your Whiz account is secure. However, please always be vigilant and do not give permission to others to access your account.
• There’s someone asking for your Whiz account OTP code for various reasons or pretending that they are from Whiz. Whiz has never asked for an OTP code for any reason.

Please report it to us via [email protected]

If you experienced a scam for cases like:

• Someone claiming to be a Whiz employee and is telling you that you won a contest and got a voucher, cashback, special promo, or cash as the prizes
• Someone claiming to be a Whiz employee asking you to transfer certain amount of money or wallet balance
• Someone claiming to be a Whiz employee asking you to purchase goods, services, or top up to someone's bank/account
• Someone claiming to be a Whiz employee asking you for your PIN or OTP.

In short, always be wary of those who claim to be Whiz through social media or email. Our official accounts are -

Instagram: @Whiz.idn

Email: [email protected]

If you get messages from accounts other than those mentioned above, don't respond! Especially if they ask for your personal data, immediately report it via [email protected]

If you feel that your wallet balance does not show the correct amount when you do not make any transactions, report it to via [email protected]z.id