Please submit the files below in order to reactivate your account:

  • If you can access your account, please submit a ticket through Helpdesk with attachment of file 1~3 below for requesting to unfreeze the account. When submitting a ticket, please input your request for unfreezing your account.


The ticket format can be found below:

- ticket title: Unfreeze my GOPAX INDONESIA account
- body text: (1) the email address you used to be unfreeze; (2) the reason for unfreeze your account. Please make sure you have inserted the correct title of ticket. Otherwise,your request may be delayed.


[Required files]

1. Photo of your passport cover or the cover of your other identity card (such as identity card, driving license, or limited permit stay) (attach file).

2. Photo of the personal information page of your passport or the other identity document (attach file).

3. Photo of you holding your passport or the other identity document showing the personal information page and a handwritten memo with showing GOPAX INDONESIA, unfreeze account, full name, the date of the ticket submission, and signature (as attachments).


*Please submit the above files to meet our requirements. Your request to unfreeze the account may be delayed or denied otherwise.


[Detailed specification on attachments]

1. Photo of your passport or the other identity document cover.

All text on the cover of your passport or the other identity document must be legible. Please ensure you capture the entire outline of the passport cover or the other identity document.


2. Photo of the personal information page of your passport or the other identity document

(A) Please ensure your passport or other identity document is valid: If your passport is expired (date of ticket submission) or use another form of identification, your request to unfreeze your account cannot be processed.

(B) Please ensure all information on this page is clear and legible:

      - Capture the image in a bright location.

      - Capture the entire outline of the passport or the other identity document.

      - Please refrain from manipulating the image of your passport or the other identity document in anyway, including the addition of watermarks or blacking out             certain information.

      - Access to our service may be permanently denied when we detect image manipulation.


3. Photo of you holding your passport or the other identity document showing the personal page and a handwritten memo (GOPAX INDONESIA, unfreeze account, full name, submission ticket date, and signature).

To confirm your passport or other identity document, we require a photo of you holding the passport in the personal information page, as well as a handwritten note. This is only used for identification purposes. Your request to unfreeze your account may be delayed or even denied if the photo does not match the listed specifications below:

(A) Your face: We require a sharp image taken in a bright place. Please ensure that nothing is blocking the full view of your face.

(B) Passport or the other identity document: Your personal information should be clearly visible.

(C) Handwritten memo:Please write "GOPAX INDONESIA" + unfreeze account + full name + ticket submission date + your signature.

(D) Signature: Your signature in handwritten memo shall have the same form with your signature in your identity document. If there is a difference form of your signatures between in the handwritten memo and in your identity document pursuant to our assessment, we may reject your request or restrict the use of your account.

For example, if today is 23rd of January 2018, please write "GOPAX INDONESIA, unfreeze account, Johni Cage, 23/1/2018, and signature". Affix the memo to your passport or the other identity document when you hold it next to your face. All text on your memo should be legible. The photo must be taken at the time of submission; We do not accept photos taken on the date before ticket submission.