Another Topics
Video Call Service
Video Call Verification for Switching Device
I didn’t pass the e-mail address and mobile number identification process when calling Jenius Help 1500 365/chat through Jenius app. Can I still switch my device?
If the e-mail address and phone number you provided do not match the data in Jenius, you will be directed to update your information before you can proceed with the video call for data verification. You can also visit a Jenius booth with a Service Point or the nearest BTPN branch office for a direct device switching request.
I was unable to log in to the Jenius app, and when I called Jenius Help 1500 365, I was directed to do a video call and follow the instructions sent via e-mail. Is that the correct process?
For the security of your data, the verification process for a device switching request at Jenius Help 1500 365 will be directed through a video call with Jenius Crew. Once the verification process is confirmed, you can continue the device switching process independently by following the instructions from Jenius sent via the registered email.
Why haven’t I received an email for face-to-face verification as informed by Jenius Crew when I contacted Jenius Help at 1500 365?
Please regularly check the registered e-mail on your Jenius account, both in the inbox and junk mail.
Why can’t I open the link I received in the email for video call verification?
Ensure that you access the link within 48 hours of receiving the e-mail. Also, make sure you have a stable internet connection and good lighting.
What if I miss the 48-hour timeframe for face-to-face verification through video call?
If you miss the 48-hour timeframe for face-to-face verification through video call, please contact Jenius Help 1500 365 again or chat through Jenius app to get a new video call link.
I have completed the face-to-face verification through video call. Why haven’t I received the e-mail from Jenius?
– If you complete the video call between 08:01 – 21:59 WIB, the verification result e-mail will be sent within a maximum of 2 hours after the face-to-face verification ends.
– If you complete the video call between 22:00 – 08:00 WIB, the verification result e-mail will be sent by 10:00 WIB the latest.
Please regularly check the e-mail registered with your Jenius account in the inbox or junk mail.
I failed the face-to-face verification, can I still switch my device?
Please visit the nearest Jenius booth Jenius or BTPN branch office.
Reset Password with a Video Call
I didn’t pass the e-mail address and mobile number identification process when calling Jenius Help 1500 365. Can I still reset my Jenius password?
If the e-mail address and phone number you provided do not match the data in Jenius, you will be directed to update your information before you can proceed with the video call for data verification. You can also visit a Jenius booth with a Service Point or the nearest BTPN branch office for a direct password reset request.
I forgot my Jenius password, and when I called Jenius Help at 1500 365, I was instructed to do a video call and follow the instructions sent via email. Is this the correct process?
For the security of your data, the verification process for password reset requests at Jenius Help 1500 365 will be directed through a video call with Jenius Crew. After the verification process is confirmed, you can proceed with the password reset process independently by following the instructions from Jenius, which will be sent to your registered email.
Why haven’t I received the e-mail for face-to-face verification as informed by the Jenius Crew when I contacted Jenius Help at 1500 365?
Please regularly check the registered e-mail on your Jenius account, both in the inbox and junk mail.
Why can’t I open the link I received in the email for video call verification?
Ensure that you access the link within 48 hours of receiving the e-mail. Also, make sure you have a stable internet connection and good lighting.
What if I miss the 48-hour timeframe for face-to-face verification through video call?
If you miss the 48-hour timeframe for face-to-face verification through video call, please contact Jenius Help 1500 365 again to get a new video call link.
I have completed the face-to-face verification through video call. Why haven’t I received the e-mail with the link to reset my Jenius password?
– If you complete the video call between 08:01 – 21:59 WIB, the reset password verification e-mail will be sent within a maximum of 2 hours after the face-to-face verification ends.
– If you complete the video call between 22:00 – 08:00 WIB, the reset password verification e-mail will be sent by 10:00 WIB the latest.
Please regularly check the e-mail registered with your Jenius account in the inbox or junk mail.
The e-mail containing the link to reset your password will be sent within a maximum of 2 hours after the face-to-face verification ends. Make sure you regularly check the registered e-mail on your Jenius account, both in the inbox and junk mail.
I failed the face-to-face verification. Can I still reset my password?
Please visit the nearest Jenius booth Jenius or BTPN branch office.
