FAQ

What is CANDYPAY?

CANDYPAY is an merchantt app that helps merchants to scan and collect money and provide offline recharge services to customers.

Versatile, simple, instant and secure payment app that is ready to help you grow your business with a cashless system.

Let's start a cashless deal and grow your business with CANDYPAY that keeps you in touch with potential customers and enjoy:

Various Advantages with CANDYPAY, such as:

  • Collect with Simple, Instant & Safe
  • Instant Notification
  • Hold Control for Every Transaction

Is the CANDYPAY service safe?
the service is safe , because:

All communications between user and merchants collect and process Transactions that occur therein are secured by reference to the high security standards applied by the relevant industrial regulators.

Every financial transaction carried out with an CANDYPAY account must be verified using a PIN (on a smartphone application).


What is the account registration fee?

There are no fees charged for each account registration.


How do I register as a Merchant?

You can register the account on Andorid applications that can access via Google Play by downloading it first. After the installation of the CANDYPAY application is successful, enter the registration screen by following the "Register" button.


What is the PIN?

CANDYPAY PIN is a CANDYPAY security feature in the form of a 6-digit number combination determined by the Merchant when registering for an account. PIN is used repeatedly for every financial transaction.


What is the function of PIN?

CANDYPAY is used to do the following activities:

  • Customer Verification when conducting financial transactions in the smartphone app CANDYPAY.
  • Customer Verification on several other activities related to security in the smartphone app CANDYPAY.

What is included in financial services?

  1. Receipt money from customer scan QR code
  2. Transfer out to your bank account

Is there a validity period for the omzet balance in the CANDYPAY account?

CANDYPAY account has no validity period, both for the account and the omzet balance in it.


How do i change my app language?

You can change the language in your Candypay app with these easy steps:

  1. Go to 'My Account' on your CANDYPAY app
  2. Choose 'Change Language
  3. Choose one of the available languages.Such as bahasa indonesia。

How do I change my name,email and phone number?

You can't change your account name, e-mail and phone number.


I haven't received my verification code

- Logging in to CANDYPAY account is easy. You only have to make sure that the phone number registered in your CANDYPAY account is still active on your phone, so you can receive the verification code via SMS. If you haven't got your verification code , you can do the following:

- Enter your phone number on your CANDYPAY account

- Make sure your phone signal is enough to receive the SMS with verification code Wait for 60 seconds until you get the verification code

- If after 60 seconds you haven't received the verification code , click on 'Resend' to receive another verification code

- If you lose your registered phone number, we are deeply sorry for it. We can suggest you to contact your service provider to get your number back first. After that, you can log in to your CANDYPAY account with your number.

- Remember that the verification code is very important and private, so you should never share it with other people. CANDYPAY never ask for the verification code given to you. Therefore, if any party ask for verification code on behalf of CANDYPAY, please do not share it.


Somebody used my account

- The activity of keeping your account safe such as not sharing it with other people is an important thing to do in order to avoid scammers especially the ones who says on behalf of CANDYPAY, and/or its affiliations.

- These are some important tips from us of how to always keep your CANDYPAY account safe:

- Keep your verification code secured as it's very important and private Do not give your verification to others, even if someone says they are from CANDYPAY Set your CANDYPAY security code immediately to secure your CANDYPAY balance Click here to find out how

- Click here to see the details. CANDYPAY never asks for the 6-digits verification code. So, if anyone asks for verification code on behalf of CANDYPAY, please do not share it.

If you think someone else has used your account without your permission, please report this to us by clicking the email button below. We will process your report as soon as we can do to retrieve your account back. support@candypay.co.id


Can i share my Candypay account?

- For a safety reason, we do not allow sharing of accounts between users.

- Multiple distinct user patterns within an account can be indicative of fraud, including situations like account hijacking and wallet theft. We have zero tolerance for fraud and activities of this nature.

- In addition, having another person share your account poses a serious safety concern to yourself. For example, they could use your account to carry out illegal activities, which you would still be responsible for.

- Users who continue to share accounts will be suspended. This means you will be unable to make a booking. Users may also have their wallet balance frozen pending investigation.

- We understand that this rule can be a frustrating experience as you may have people you trust your account with. However, the decision to enforce this policy was made in the interest of safety for everyone in our community, and we seek your support to keep CANDYPAY safe.


Why can't I use Candypay?

Have you ever experienced a moment when you can not use CANDYPAY for a collect? Let's make sure you have done these following steps:

  1. You are using the latest version of CANDYPAY app
  2. You have a stable internet connection
  3. You have set your PIN
  4. Enter CANDYPAY PIN correctly

*If you haven't set your PIN, please go to the email settings immediately. If you still cannot collect, it may indicate that your CANDYPAY account is being blocked. So, to protect your income balance, we have blocked the transaction. This is necessary to prevent any potential suspicious transaction made without your permission


How do I change my security code

If you want to change your Candypay PIN,please follow the instruction below:

  1. Launch the application.
  2. Select My Account in the navigation bar, go to the My Account page and choose to modify my PIN.
  3. You'll be directed to check your email which would help you retrieve you PIN.

Can I use the same CANDYPAY account on multiple phones?

No,one CANDYPAY account can only be used in a single phone or device.

What is an organization?

The organization is the superior of the business.

As an organization,

  1. You can manage your business, including viewing the information of the merchant, binding the merchant, disabling the merchant or disabling and enabling the merchant's transaction,
  2. Opening a new merchant,
  3. Electing the merchant of your choice. The export of a query for a transaction record or a transaction report.


How to open a merchant?

You can open a merchant in your Candypay app with these easy steps:

  1. Go to 'Home' page on your CANDYPAY app
  2. Choose 'Open Merchant'
  3. After entering the page, select "Open Merchant" at the bottom and follow the prompts to do the following.

How to bind a merchant?

You can bind a merchant in your Candypay app with these easy steps:

  1. Go to 'Home' page on your CANDYPAY app
  2. Choose 'Merchant Management'
  3. After entering the page, select "Binding Merchant" at the bottom and follow the prompts to do the following.

Notes:
Only bind existing merchants


How to manage merchants?

You can manage merchants in your Candypay app with these easy steps:

  1. Go to 'Home' page on your CANDYPAY app
  2. Choose 'Merchant Management'
  3. After entering the page, In the search bar, search for the business you are looking for based on the filter criteria, then select the merchant in the search results list to enter the merchant details page, where you can disable the merchant or disable/enable the merchant transaction.

Notes:
Only bind existing merchants


How to query or export transaction reports?

  1. Log in to the organization's home page, select the merchant transaction button, and enter the merchant transaction page.
  2. In the selection bar, select the store name and start and end time of the report you need to export.
  3. The list will show the information you want to query or export.
  4. Click Export transaction history to your email

How to query or export transaction records?

  1. Log in to the organization home page, select the Export Trade Report button, and enter the transaction report page.
  2. In the selection bar, select the merchant name, transaction type and period for which you need to export the report.
  3. Click the calendar icon below to enter the time period selection page and select the time period you want to query or export.
  4. The list will show the information you want to query or export.
  5. If you want to export the report click "Export Report"to export to your email.

Where can i see my transaction record?

You can see your transaction record by following these steps:

  1. Choose 'Record' in Candypay icon
  2. Your CANDYPAY record will appear

Is there a transaction limit that listed on CANDYPAY transaction record?
There’s no limitation of your transactions that listed on Record page. Scroll down on Record page to see the rest of your transactions.

Can I delete my transaction record?
In ‘Record’ page, you cannot delete transactions you've done before.

Where can I see the details record?
You can find the details record then click the record item.


My balance is not correct

If your balance is not correct after you made a transaction, please check the "Record"icon in CANDYPAY,check the transaction has been completed succesfully.

If the transaction has been completed but the balance is not correct,please contact CANDYPAY Customer Support.

  1. at number (+62)21 520 3500
  2. or send an email to support@candypay.co.id


How to apply for a money collection code

The money collection code can be applied for the money collection code as follows, and the application does not require an additional payment fee. Click the APPLY FOR A STICKER banner on the CANDYPAY homepage and follow the page to apply.


I have't received my cash out

You can cash out your balance to the registered bank account(s) in your CANDYPAY. Please keep in mind that the cash out process will take approximately two business days and cash out on Friday, Saturday, Sunday will be processed on the following Monday.

You can check your cash out status by following steps below :

  1. Click ‘cash out’ in CANDYPAY features
  2. Click ‘History’ and check your cash out status

- If your status is “COMPLETED”, it means that your withdraw has been succeeded. Please check your bank account history

- If your status is “IN PROCESS”, it means that your withdraw still in process, but you may check your bank account history whether you have received or not

- If your CANDYPAY cashout failed, there will be no transaction status on your CANDYPAY History page. But don’t worry, your CANDYPAY balance will be returned directly to your account. Please try to cashout again by following the steps on this article.

- If you haven't received your CANDYPAY balance to your bank account after two business days, please report this to us by clicking the email button below.


How to cash out income balance to bank account

You can cash out your income balance to the registered bank account(s) using CANDYPAY app. Before you use cashout feature, please make sure things below:

You have add your bank account correctly.
Here is how to add your bank account in CANDYPAY correctly

  1. Choose My account on CANDYPAY menu
  2. Choose Bank Account
  3. Choose "ADD"button
  4. Choose your Bank Name
  5. Enter Bank Account Number as written on Passbook

If you have add your bank account, you can follow these easy steps to cashout your CANDYPAY income balance:

  1. Choose 'Cashout’ in CANDYPAY menu
  2. Enter the amount you would like to cashout in ‘ Amount’ field
  3. Choose bank account you want to transfer the money, then click ‘OK’
  4. Enter your CANDYPAY security code
  5. Your cashout will be processed

Notes:

Minimum cashout CANDYPAY income balance: Rp1.000
Every cashout transaction will be charged ,fee is depends on the signed rate
Cashout process will take maximum two business days
Cashout on Friday, Saturday, and Sunday will be processed on the following Monday
Please check your bank account history or on cashout History menu to see if your cashout has been succeeded

I haven’t received my cashout income balance after two business days, what should I do?

If you haven’t received the cashout income balance to your bank account after two business days, click here


How much does the fee to cashout CANDYPAY balance?

The fee charged for each cashout CANDYPAY balance is depends on the signed rate


Can i cashout my CANDYPAY income balance?

You cashout your CANDYPAY balance by request on CANDYPAY application,which allowed only for the user who verify the email.


What is the minimum amount that can be cashout?

No limit.


What is the maximum amount that can be cashout?

Maximum amount that can be cashout is the total amount of you CANDYPAY balance.