If you cannot access your account due to losing your mobile device or other reasons, and need to reset OTP, please submit the ticket by attach the following files to reset your OTP (2FA).


[How to Submit]

If you can access your account, please submit a ticket through Helpdesk with file 1~3 below for resetting your OTP (2FA). When submitting a ticket, please make sure you have inserted the title correctly with "Reset OTP (2FA)". Otherwise, your request to reset the OTP may be delayed.



[Required files]
1. Photo of your passport or the other identity document cover (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 and other identity document showing the
personal information page and a handwritten memo (attach file)


*Please submit the above files to meet our requirements. Your request to reset the OTP 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 other identity document must be legible. Please ensure you capture the entire outline of the passport or other identity document cover.


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

(1) Please ensure your passport or other identity document is valid: If your passport or other identity document is expired (date of ticket submission) or use another form of identification, we cannot reset your OTP.

(2) 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 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 other identity document showing the personal information page and a handwritten memo (GOPAX INDONESIA, OTP reset, full name, the ticket submission date, and your signature)


To confirm your passport or other identity document, we require a photo of you holding the passport showing the personal information page, as well as a handwritten note. This is only used for identification purposes.


Your request to reset the OTP may be delayed or even denied if the photo does not match the listed requirements below:

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

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

(3) Handwritten memo: Please write "GOPAX INDONESIA" + "OTP reset" + full name + the ticket submission date + your signature.


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


(4) 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.


Once you have completed the above, we may request further verification before resetting your OTP.