Why do I have to activate my Jenius account?

After completing the registration process, your Jenius account is still not active. The activity of sending money or other banking activities in Jenius can not yet be done.

You will be able to fully experience the Banking Reinvented experience and utilize all the features of Jenius to the fullest once your account is active.

When will my Jenius account be active?

Your Jenius account will be active in 5-15 minutes after the verification process is completed. While you wait for the process, you can link your mobile number to enhance your account security.

How do I know my Jenius account has been active?

After the personal data verification is completed, you will receive an e-mail from Jenius informing you that your Jenius account is now active.

How do I complete my activation process if my account is not yet active?

If your Personal Data Verification status is still processing, please wait 5-15 minutes until the process is finished.

If we need further verification from you, your Personal Data Verification status will change to Tap to complete verification. You can then continue your activation process by choosing Video Call or visiting Jenius booth.

Can I use Face Recognition for verification if my account is not yet active because further verification is needed?

No, you can’t. If your account is not yet active because verification is needed, you can continue your account activation by Video Call or by visiting Jenius booth.

Why does Jenius need to verify my personal data?

Personal data verification is needed to comply with regulations set by OJK. Verifying your personal data allows Jenius to authenticate your identity to further protect you from fraudulent activities or unauthorized access and enhance the security of your account.

Is there anything that I need to do during the personal data verification process?

If you have completed Face Recognition during the registration process, you just have to wait for the personal data verification process to finish. Meanwhile, you can link your mobile number for your account security. We will send you an e-mail if you’re account is active or if we need further verification from you.

If you haven’t completed Face Recognition during the registration process, you need to verify your personal data with Video Call or by visiting Jenius booth.

I haven’t done Face Recognition on Jenius registration because something went wrong during Face Recognition. What should I do during the personal data verification process?

If you haven’t done Face Recognition during the registration process, you need to verify your personal data with Video Call or by visiting Jenius booth.

I received an e-mail saying that Jenius needs further verification. What should I do?

If you receive an e-mail that Jenius needs further verification from you and the personal data verification process in your Jenius app turns to “Tap to complete verification”, that means you need to verify your data with Video Call or by visiting Jenius booth.

How do I verify my personal data with Video Call or by visiting Jenius booth?

A) Video Call
You can call a Jenius Crew through a Video Call to activate your Jenius account. The operating time of Jenius Crew: Monday-Sunday, 08:00–21:00 WIB.

Follow these steps:
1. Make sure you have a stable internet connection.
2. On the dashboard page of your Jenius app, tap the Personal Data Verification box.
3. Choose Verify with Video Call.
4. Jenius will ask for your permission to access your phone’s camera and microphone. Choose Give Access.
5. If you’re not connected directly to a Jenius Crew, you will be directed to a queuing screen where you will need to wait until your turn to talk to our Jenius Crew.
6. Once you’re connected, follow the instruction from our Jenius Crew.
7. For verification purposes, please have your real KTP ready and make sure you are in a place with adequate lighting.
8. Jenius will send an e-mail stating your account is active.

B) Visit Jenius booth
You can visit Jenius booth whose locations you can find here or by visiting the nearest BTPN Sinaya branch offices.

Follow these steps:
1. Take time to visit and activate your account at Jenius booth.
2. For verification purposes, please have your real KTP ready.
3. Jenius Crew will ask for a signature and take a photo of your KTP.
4. Jenius will send an e-mail stating your account is active.

How long does it take to verify with Video Call?

The verification process with Video Call will only take about 5 minutes.

Will I pay for telephone charges when I verify with Video Call?

No. Video Call will use an internet connection, therefore, make sure your internet connection is stable and you have enough data plan when making a Video Call with our Jenius Crew.

How long does it take until my Jenius account is active after I verify my personal data with Video Call or by visiting Jenius booth?

Jenius requires approximately 15 minutes after verification to activate your Jenius account. If you haven’t receive the activation e-mail within 1×24 hours, please contact Jenius Help at 1500 365 or via e-mail to [email protected].

There is no Jenius booth in the city that I live in. How do I verify my personal data?

If Jenius booth is not available in your city, you can complete personal data verification by having a Video Call or by visiting the nearest branch offices of BTPN Sinaya closest to you.

What time is the operational time to verify using Video Call?

You can verify using Video Call on Jenius Crew’s operational time: Monday-Sunday, 08:00–21:00 WIB.

I haven’t received the verification link in my SMS, can I resend the request for verification link?

Yes, you can resend the verification code 3 times in 5 minutes. If you haven’t received the code, please wait for 5 minutes to then request the SMS for verification link again. You will get a new verification link for each SMS sent.

I input the wrong mobile number and can’t link my mobile number, how can I change my mobile number?

Please call Jenius Help at 1500 365 for further steps.

How can I make sure that the e-mail and SMS for verification is really from Jenius?

Please make sure that the SMS you received is from JENIUS.