Please download our User's Manual here.
User Activities FAQ:
Payment FAQ
Registration:
Step 1:
Q : What does error message "username is not available"
mean?
A : It means another user has registered using that username
before you. You are advised to use a new username.
Q : Why did I get "Password is not the same with confirm
password" message?
A : Could be caused by typho in Confirm Password field. You might
miss a character, or one character too many. Check your Caps Lock too.
Q : What does the picture saying "Very Weak" mean?
A : It is showing how complicated your password is. The more
complicated the better. If it is getting stronger, it will be difficult
to guess your password. Don't forget the 8 character minimum for
password.
Step 2:
Q : By entering my Bank Information, does it mean PG-1 can
debit my balance in it?
A : Of course we can't. PG-1 can only debit your PG-1 account,
not from your "Bank account". (Please differ PG-1 balance and your bank
account's balance). Your Bank information is only used to determine Add
Fund and Request cash out process.
Q : Why do I need to provide 3 Bank accounts in this page?
A : You are required to fill only the first Bank
account information. The other two are optional. By these accounts, you
can determine which Bank you can transfer your fund.
Q : What is V-PIN?
A : V-PIN is 6 characters which you create secretly similar to
ATM PIN number, which is used to increase your security while shopping
in online stores. V-PIN stands for Virtual Personal Identification
Number. You can create VPIN using numbers, alphabet, and other
characters, or even the combination of all of them. You have to memorize
them and keep them safely. When you are shopping, and asked to fill in
VPIN, you only need to enter 2 characters, not all 6 of them.
Q : What is Shopping Limit?
A : Shopping limit is the limit that you set to remind you when
you are shopping too much. For example, if you are setting 1 million,
that means PG1 will add up your total shopping amount for this month,
and when it is more than 1 million, PG1 will show you a friendly message
to remind you that you can't shop more than your limit. Feel free to
fill in an amount that is convenient and safe for you.
Step 3:
Q : What is Secret Question and Answer?
A : Secret Question are questions that we will ask you in several
menu in your account that would need your confirmation, such as Reset
VPIN and Close Account menu. You can determine the questions by
yourself, also the answers to those questions. If you fill all of the 5
secret questions, then later the 5 questions will be asked randomly. So
you are advised to keep them safely and remember them well.
Q : Can I fill in just one question and then add more
questions later?
A : No, you can't. You cannot add more questions because it is
only provided during registration. So please take your time to make up
those questions.
Q : What are those strange characters for?
A : They are callled Captcha and are used to
validate inputs that is effective to prevent ineligible registration.
Forget ID
Q : What is the function of Forget ID?
A : If you ever forget your username in PG-1, you can fill in
your personal data exactly the same as registration time. If they are
matched, we will show you your username.
Q : Why did I keep failing to get my username / ID?
A : Could be because there is a mistake while inputing data.
Please make sure the information you input to the fields are exactly the
same with data that you input in registration.
Q : What happen if I completely forget my ID and personal
information?
A : Please refer to Contact Us page for our customer support.
Forget Password
Q : What is the purpose of Forget Password?
A : If you ever forget your password, this page will reset your
password and send you a new password to your email address. Please be
aware that after using forget password, your old password can no longer
be used.
Q : What do I have to do next after filling the Forget
Password form?
A : Check your email Inbox, if it's not there, might be in your
Bulk/Spam folder. From the email we sent, use the new password we gave
you to login to your PG-1 account. You can change your password later in
Edit Password menu.
Q : If I still didn't receive the email, can I repeat the
Forget Password process one more time?
A : Yes, you can.
Login
Q : Why do I get "Customer not found" message?
A : Because you might be typing the wrong username.
Q : Why do I get "Wrong password" message?
A : The possibilities are :
- You type a wrong password
- CapsLock on your keyboard might be on
- Your password might have capitals in it
- There might be a Reset Password activity, please check your
email
Q : What does "Please try again after 30 minutes" message
means?
A : It means you have tried to input wrong passwords for 3 times.
You have to wait for 30 minutes for next try.
Q : Why do I get "Wrong character" message?
A : Because you didn't type a correct set of characters.
History
Q : Why didn't my reward history show up?
A : You have to choose "Reward" in the Cash/Reward/Transaction
options.
Q : How do I check transactions from last few days?
A : Just fill in the From and To dates, but make sure To dates
are not prior to From dates.
Q : What is "Cancel" link in History for?
A : To cancel transaction or payment with amount of 1 million or
more. Please use the link carefully because if you accidentally click
Cancel, it will cancel your transaction and you have to redo it from the
beginning.
Q : What does "You cannot view... 31 days" message mean ?
A : PG1 will only show you the transaction history for 31 days
counting back starting from today, so for example today's date is May 31st,
then you cannot view transactions on April 30th.
Add Fund
Q : Why is Bank Account showed in form of options?
A : It means you can choose from which bank you are going to
transfer your money to PG-1.
Q : What is the minimum amount for Add Fund?
A : Minimum amount is 10.000, and dont forget you must include
the unique number at the end. So if your unique number is 45, then the
Add Fund amount should be 10.045
Q : What is unique number and what is it for ?
A : Unique number is used as your identification number in our
Bank's balance report. Using that number, your Add Fund transaction will
be identified quickly and you can do payment right away.
Q : Why doesn't my balance increase right away?
A : Have you done any cash transfer to PG-1 account? If you have,
please give a maximum of 24 hours to validate your add fund with our
bank's balance.
Q : What happened if I just transfer my money without
creating Add Fund?
A : Your balance will not be increased because PG1 needs Add Fund
information for validation. So please make sure you did all two
important steps : Create Add Fund and transfer your money (using the
correct unique number).
Q : Where can I see my Add Fund transaction history?
A : Go to History menu, on option "Cash/Reward/Transaction",
choose "Transaction", then choose your desired dates then click View
History button.
Q : Can I make an Add Fund today, then transfer money to
PG1 on the next day?
A : Yes you can, but please notice that your transaction will be
processed on the next day in 24 hours maximum. If you didn't transfer
money in 7 days, your Add Fund will be expired, so you have to create a
new Add Fund.
Q : How do I cancel an Add Fund?
A : You can let it alone for more than 7 days without transfering
money to PG-1 account.
Request Cash Out
Q : Why is "To" account is in form of options?
A : It means you can choose which Bank account you want us to
transfer to.
Q : Why is there a minimum cashout of 100.000?
A : Banks rule out a minimum transfer of 10.000 for individual
client (for transfers through ATM or Internet Banking). PG-1 as a
corporate client were admitted to make a minimum transfer of 100.000.
Q : Why are there 2 processes to cash out?
A : To increase security, you are asked to input VPIN and
scrambled characters/Captcha to validate who you really are.
Q : What happened if I ask for 1 million rupiahs cashout?
A : We will send you an email to confirm that request. If you
don't confirm it in 7 days, that request will be expired. When you
confirm the request, then we will begin the process of validating your
account. Please wait for maximum 3 business days until the fund is added
to your balance.
Q : How do I cancel a Request cash out ?
A : Please refer to the cases below:
- If the amount is less than 1 million, you have to contact PG-1
customer service.
- If the amount is more than 1 million, you can let it
unconfirmed for more than 7 days, or you can click on History menu,
find that Request cash out transaction, then click Cancel link on that
row.
Q : Why don't I get my money after 3 days ?
A : Please contact PG-1 customer support immediately using
Contact us menu.
Q : What does "The customer has not been verified" message
mean?
A : Your account's data might be edited and will need your
verification. Please check you email, if there's no verification email,
please Resend Verification email from Verification menu. After
verification is done, then you can do a Request cash out.
View Account
Q : What is View Account ?
A : It is a list of your personal data that you gave to us during
registration.
Close Account
Q : What is Close Account for?
A : If you want to close PG-1 account, you can use Close Account
form which will transfer your PG-1 account to your Bank's account
(Please read Terms and Conditions). Please make sure that all of your
PG-1 transactions including Payments in webstores have been finalized
before you are doing Close Account. Note : Reward cannot be cashed out.
Closing administration fee = Rp. 10.000.
Q : Why do I need to close my account?
A : We value you as our customer. But when you need to cash out
all of your cash balance for emergency reason, you can close your
account using this feature that we provide. Then when things are OK, we
hope that you remember to come back and join us again. Please be aware
that after you close your account, you cannot use your username anymore.
So when you re-register to PG1, please use a new username. You still can
register your previous bank account number.
Q : Why do I get "Too few balance for request cash out"
message ?
A : It means that your PG-1 account's balance is still under the
minimum request cash out amount, which is Rp 100.000 plus Administration
fee = Rp 10.000, so your minimum balance should be = Rp 110.000 to do a
Close Account.
Q : What is the meaning of "Customer still has unfinished
transactions" message?
A : You still have internal PG-1 transactions or Webstore
Payments which are not finalized. For example : unapproved Add Funds,
transactions more than 1 million which you haven't confirmed, unapproved
webstore Payments, unverified or blocked accounts, etc.
Q : What happened next after I've done Close Account ?
A : Just wait for 3 business days to get your remaining balance
in PG-1 which will be transferred to your Bank's account.
Edit Password
Q : What is Edit Password for ?
A : It is for changing your password. You are advised to change
your password once in a few months for your own security. When you did a
Reset Password, you can change the password we gave you to a new one as
you wish in this form. Don't forget that PG-1 password required minimum
of 8 characters.
Edit VPIN
Q : What is Edit VPIN for ?
A : To change your VPIN code. Just like password, you are advised
to change your VPIN occasionally. VPIN is used to strengthen the
security while doing payments in webstores.
Edit Email
Q : What is Edit Email for?
A : It is used to changed your email for a new one. You have to
answer the secret question that you input while registration. After
completing Edit Email, you have to verify your account by checking email
at your new email account that you just registered, and then click the
link in the email, or do a copy-paste of the verification code into the
field provided in Verification menu.
Q : Why do I get "Answer not matched" message?
A : Because your answer to the secret question was wrong, or your
answer might lack or over a character.
Edit Shopping Limit
Q : What is Edit Shopping Limit for ?
A : To change your shopping limit for webstores in PG-1 group. If
you don't need a limitation, just fill the amount with 0 (don't let it
empty).
Q : What is the terms of this Limitation, for example if I
input 1 million?
A : The Limit is valid within a month. So when your shopping
amount has a total of Rp 800.000 on January, then on 1st
February, PG1 will reset the limit back to 1 million.
Edit Profile
Q : What is Edit Profile for ?
A : It is used to change your personal information when you need
to edit them.
Edit Bank Account
Q : What is Edit Bank Account for ?
A : To change your Bank's account data when you need it. After
editing your Bank Account, you need to verify your PG-1 account by
checking your email and then click the link in the email we sent you, or
by doing a copy-paste of the verification code into Verification menu.
Q : Do I have to fill in all of the 3 bank accounts?
A : Not necesarrily. You just have to fill the first bank account
: Bank 1, Account Number 1 dan Account Name 1. Note : You can fill in 3
different bank accounts in this form.
Reset VPIN
Q : What is Reset VPIN for ?
A : In case you forgot your VPIN, you can reset it through this
form. We will send a new VPIN to your email. Due to VPIN resetting, your
PG-1 account will become unverified. So please do the verification
process. If you want to change your VPIN, please do it in Edit VPIN
menu.
Q : Why do I get "Answer not matched" message?
A : Because your answer was wrong, or your answer might lack or
over a character.
Verification
Q : What is Verification menu for ?
A : You can fill in verification code here when your account
status becomes unverified. Here you also can find a button to resend
verification email to your email address. If for example you find 2
verification emails in your Inbox, then the last email will be the valid
one.
Q : I have registered to PG-1, but when I logged in, there
is a message saying that my status is still UNVERIFIED. What does that
mean?
A : It means you haven't activated your account. After
registration, you will receive an email that contains verification link.
You have to click on that link as an indication that you really are the
rightful owner of the account that is being registered.
Q : I didn't received an activation email or verification
code. What happened?
A : The email maybe mistakenly put into BULK/SPAM folder. Some
email services might did that. Try to find it in your BULK/SPAM folder.
If you find it, please click the "This is not Spam" button, so the next
email from PG-1 will be put into your Inbox instead of SPAM.
Q : Why do I have to do verification ? What happened if I
ignore it?
A : The verification process is very important, because if you
don't do it, you cannot do any transactions in PG-1. Only a verified
account will be eligible to be used for shopping in PG-1 merchants.
Q : Can I do Add Fund if my account is still unverified ?
A : No, you can't. The same thing with Request Cash out. The
point is, all transactions that are about to change your balance, they
cannot be done until your status is VERIFIED.
Q : I still haven't received the verification email. I
have checked my Bulk folder but still cannot find it.
A : Please make sure you fill in a corrrect and valid email
address in your PG-1 profile. You can check and edit your email address
in Edit Email menu. After that, click on Verification menu then click on
Resend Verification Email button. REMEMBER, ask us to resend
verification email ONLY AFTER you make sure that your email address is
correct and valid.
Q : I have gone through all of the steps above, but still
didn't receive the email, what should I do now ?
A : Are you sure you have done all the steps thoroughly? There
shouldn't be a problem. But in this case, please contact our customer
support. We will help you figure out the problem.
Q : I have been shopping online using PG-1 and there was
no problem. But why all of sudden my account became UNVERIFIED again?
A : Yes, it might be happened. If you edited your Email, edited
your Bank account, or resetted your VPIN, for security reasons PG-1 will
set your status to UNVERIFIED. You just have to do another verification.
Have you got the verification email ? If not, please check previous
FAQs.
Balance
Q : What is Balance menu for?
A : To check your cash and reward balance. Please make sure that
you have enough balance to shop in PG1 merchants.
Q : What is the difference between Cash and Reward?
A : Cash is the amount of money that you can use to shop in PG1
merchants. Reward is in form of points that is used as discount when you
do payment. Cash can be converted to Reward by doing a Buy Gift to
yourself or to other PG-1 users.
Buy Gift
Q : What is Buy Gift menu for ?
A : It is used to buy reward to other people or even for
yourself. Reward is valuable as discount while you are shopping. When
you buy Reward for yourself, your cash balance will be deducted and your
reward balance will be increased.
Q : How much reward can I buy?
A : You can buy reward for any amount which depends on your cash
balance. Your minimum cash balance is IDR 10.000.
Q : How do I cancel a Buy Gift?
A : If the amount is less than 1 million, then you can't cancel
it. If it's equal or more than 1 million, you can do a Cancelation in
your History of transaction. Please use the link carefully because if
you accidentally click Cancel, it will cancel your transaction and you
have to redo it from the beginning.
Login session
Q : Why do I get message of "Due to inactivity on your
page in a certain time, for security reason your session has been reset.
If you have been logged in before, you can simply re-login to your
account again"?
A : To increase PG-1 security, we have set a limit of 15 minutes
per login session. If it's more than 15 minutes, your session will be
expired and you have to re-login to continue your activity.
Q : Why do I get "Session has expired, please click link
below" message?
A : Please refer to previous answer.
Q : How do I logout?
A : Click on Logout link on the Main menu or at the upper-right
header.
Q : What happened if I close my browser without logging
out from PG-1?
A : For Microsoft Internet Explorer, your session is not recorded
so you won't be able to loginin 15 minutes. For browsers that support
session recording like Mozilla Firefox and Opera, you can still access
your account as long as it is not expired. It is strongly advised that
you are consistently logging out your session everytime you finished
your transaction in PG1, especially in public computers to prevent
misuse of your account.
Payment at PG1 Merchants
Step 1:
Q : What should I do on this Login form?
A : If you are registered at PG-1 and your balance is enough,
then you can fill in the username, password and the Captcha characters,
then click the Login button. If you haven't registered at PG-1, please
follow the "Don't have a PG-1 account yet?" link, register immediately
and add your balance to start shopping online right away.
Q : After clicking on Login button, is my PG-1 balance
deducted?
A : No, not yet. There is another step for that.
Q : What happened if I close the browser on this page?
A : Your order is not processed in PG-1 and your balance has not
been deducted. You can continue filling up your shopping cart in your
favorite webstore.
Q : What happened when I click "Back to webstore" link ?
A : The same thing as closing your browser, the difference is you
are directed back to the webstore where you can continue to shop online.
Step 2:
Q : What should I do on the second Payment page?
A : The page contains the details of amount that you have to pay
to the webstore. Please re-check the Amount and Reward gained. If they
are correct, please fill in the Captcha character and VPIN codes, then
click on Pay button. Your PG-1 balance will be deducted after you click
that button.
Q : Why do I get "Exceeds shopping limit" message?
A : It means your total amount of shopping has exceeded the
Shopping limit for this month. If you want to continue, please login to
PG-1 website and edit your shopping limit.
Q : Can I check my balance on this page?
A : Yes, you can. Just click on "Check cash Balance" link, then
your cash balance will be shown.
Q : How do I use my reward?
A : By clicking Customized Payment, you can use your reward
balance to deduct the amount of what you should pay. Fill in the reward
amount, but don't exceed the maximum limit provided, then click on Pay
Customized button. If you want to cancel Customized payment, just click
on "Normal Payment" link.
Q : Can I use all of my reward in 1 transaction?
A : Depends on the amount of your shopping. The maximum reward
can be used is 20% of the total amount of shopping. If your reward
balance = 3.000, and your total invoice = 10.000, then you can only use
the reward for 2.000 only, so there is still 1.000 left, which you can
use at another transaction.
Q : What is Cancel Payment link for?
A : If you click on it, then you will be directed back to the
webstore where you were shopping. You can make another payment by doing
checkout. At this point, your PG-1 balance has not been deducted.
Step 3:
Q : What should I do in this third Payment page?
A : This page contains the summary of your payment. Please print
it for your own references. On this page, you can click on Finish
Payment button and you will be directed back to the webstore.
Q : Is there another process after this?
A : Your payment process with PG-1 has been finalized. What's
left is the process between PG-1 and the webstore but it's done
separately. You just have to wait for the PG1 merchant to deliver the
goods.
Payment Detail
Q : Why hasn't my shopping status Billed yet?
A : There are a few possibilities:
- Your total invoice is equal or more than 1 million
but you haven't confirmed it by email, so the status will still be New.
Please check your email and click on the confirmation link. If in 7 days
you don't confirm it, then your order will be canceled automatically and
your payment will be refunded.
- If you are buying books, you have to wait for the
publisher to confirm whether your book is available or not. If not, then
your order will be canceled and your payment will be refunded.
- There could be a
communication problem between PG-1 and webstore. Please contact the
webstore' customer support first. If it's not solved, please contact
PG-1 customer support.
Q : After I'm buying stuff that gets reward, why
didn't my reward balance increased?
A
: because reward will be transferred to your account AFTER your invoice
status becomes BILLED. Please be patient.
