DOKU Customer Support is Ready to Help, Make Sure These Are Ready First

Anggi Arimurti

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29 Jun 2026

June 29, 2026

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Business Strategy

Table of Contents

Key Takeaways

When contacting DOKU Customer Support, prepare your relevant account or transaction data to help faster and more accurate verification process.

The required information differs for merchants and DOKU e-Wallet users. Merchants should provide details such as the merchant name, invoice number, date, and transaction amount. DOKU e-Wallet users should prepare their email address, registered mobile number, or DOKU ID.

Explain the issue concisely, including the time of the incident, the steps taken, and supporting evidence such as screenshots or transaction receipts to help the DOKU Customer Support team conduct a more efficient investigation.

When transaction issues occur, the speed of resolution depends not only on the investigation process but also on the information you provide when reporting the issue. The more complete the details you provide to DOKU Customer Support, the faster our team can investigate, identify the root cause, and provide an appropriate solution.

Need Your Issue Resolved Faster? Prepare This Information

Before contacting DOKU Customer Support, make sure you have prepared the information relevant to the service you are using. The required details differ between merchants and DOKU e-Wallet users, so providing accurate information from the beginning can help speed up the investigation process.

Disclaimer: All information you submit to the DOKU Customer Support team will be kept confidential and used solely for investigation purposes.

1. If You’re a DOKU Merchant

If you're using DOKU's payment services, such as the Payment Gateway, please prepare the following information:

Merchant Name
Brand ID
Invoice or Transaction Number
Transaction Date
Transaction Amount
Description of the issue and a case history explanation

Sample Issue Report

Merchant Name: PT Maju Jaya Indonesia
Invoice/Transaction ID: INV-20260605-12345
Transaction Date: June 5, 2026, 2:35 PM (WIB)
Transaction Amount: IDR 500,000
Issue: The customer successfully completed the payment, and the transaction status on the merchant dashboard shows "Success." However, the settlement funds for this transaction have not yet been received according to the scheduled settlement timeline.

Timeline:

June 5, 2026, 2:35 PM: the customer completed a payment through DOKU successfully.
The merchant's system received a successful payment notification, and the customer's order was processed.
Upon reviewing the settlement report on June 6, 2026, the transaction was not found among the received funds.
The merchant rechecked the dashboard, and the transaction status still shows "Success."

Kindly assist in checking the settlement status of this transaction.

Attachments:

Screenshot of the transaction status on the merchant dashboard
Customer proof of payment (if available)

Notice that the report above does more than simply mention the issue, it also includes complete transaction details and a clear timeline of events.

Providing information in this format enables DOKU Customer Support to investigate much more efficiently than receiving a report that only states, "The settlement funds have not been received," without supporting details.

2. If You’re a DOKU e-Wallet User

If you're a DOKU e-Wallet user, please prepare the following account information:

Registered mobile number
Registered email address
DOKU ID
A description of the issue or case history

Sample Issue Report (DOKU e-Wallet User)

Registered Email: budi@gmail.com
Registered Mobile Number: 9317xxxx
DOKU ID: xxxxx

Issue Experienced:

I topped up my DOKU e-Wallet balance, but the funds have not been credited to my account.

Timeline:

On June 5, 2026, at 10:15 AM (WIB), I topped up my DOKU e-Wallet with IDR 100,000 via mobile banking (please specify the bank name).
The payment was successfully processed through the banking application, and the funds have been deducted from my bank account.
I received a notification confirming that the top-up transaction was successful.
However, after checking my DOKU application, my e-Wallet balance has not been updated.
I have already refreshed the application and logged in again, but the balance remains unchanged.

Kindly assist in verifying the status of this top-up transaction.

Attachments:

Screenshot of the top-up confirmation from the bank
Screenshot of the current DOKU e-Wallet balance

By providing your account information, the transaction time, amount, and the troubleshooting steps you've already taken, DOKU Customer Support team can trace your top-up transaction faster and identify the cause of the issue, without having to request additional information repeatedly.

Why Are the Case History and Issue Details So Important?

Whether you're a merchant or a DOKU e-Wallet user, providing only your account information or transaction details is often not enough for a thorough investigation. DOKU Customer Support also needs to understand exactly what happened in order to identify the root cause of the issue.

For this reason, when reporting an issue, aim to describe what happened in a clear, sequential manner, starting from when the incident occurred, what actions were taken, and what outcomes were observed. If there were any error messages, changes in transaction status, or troubleshooting steps you have already attempted, include that information in your report.

In addition, supporting attachments such as dashboard screenshots, payment receipts, top-up confirmations, or other relevant evidence can help our team verify your case faster and accurately.

The more complete your information is from the beginning, the fewer follow-up requests will be needed. This allows our team to begin the investigation sooner and provide the appropriate resolution as quickly as possible.