Payments & Refunds

The methods are the same for every activity: KUYY Balance (requires a PIN), QRIS, a virtual account (BCA, Mandiri, BRI, BNI, Permata, CIMB), e-wallet (GoPay, OVO, DANA, ShopeePay), blu, and credit card. Which ones appear depends on the total: virtual accounts from Rp10.000 and credit card from Rp100.000.

If you turn on KUYY Balance together with another method and the balance covers the whole bill, the bill is paid from the balance alone, with no admin fee. If your KUYY Balance doesn't cover an activity, the whole balance is used and the rest is paid with another method, and this split payment asks for your PIN too; on the web a one-off pass can be part-paid with the balance too, while for subscriptions (and pass purchases in the app) the balance has to cover the whole bill. BCA credit card instalments over 3, 6, or 12 months are available for totals above Rp500.000.

In the BCA mini app you pay by BCA Virtual Account, in the GoPay mini app with GoPay, and registering as a guest can't use KUYY Balance.

If a method has an outage, on the KUYY website it still shows but is marked Temporarily unavailable and can't be picked; choose another method. In the app this label comes in the next app update; until then, a payment with a method that's down is refused and you're asked to choose another method. KUYY Balance is never switched off.

Usually you pay the price the host set, plus the fees shown on the payment page. It can be lower while the activity is on a flash sale, if the host offers the First Time Promo on your first booking with them, or if the host uses the Group Discount: the price drops with each new participant until it reaches the final price when full.

With the Group Discount, if you already paid more, the difference comes back as cashback to your KUYY Balance each time a new participant pays.

When joining, pick a pass in the Pass or Promo Code section. The pass must be from the same host (or an allowed branch), still valid when the activity starts, and its tags must match the activity. In the app, the first matching pass is selected automatically; remove it if you don't want to use it.

Promo codes go in the same section. A valid code gives you a voucher that must be used to register within 1 hour, and entering the same code again within 24 hours doesn't give a new voucher. A code is refused once it's past its validity, its quota is used up, or you've reached its per-participant limit.

If the activity is auto-canceled due to too few participants, your money is refunded automatically as a Reschedule Pass for another activity by the same host. If the host cancels, the host chooses the refund: to your KUYY Balance, as a Reschedule Pass, or none.

Leaving an activity you've already paid for doesn't return your money; the confirmation screen says it will be non-refundable. If you leave while still awaiting payment, your transaction is automatically canceled. If the host allows Reschedule, use that before its cut-off instead: your booking turns into a Reschedule Pass.

There's no refund request button; contact the host in chat. A refund is the host's decision: they can refund you when removing you from the activity or cancelling it, as KUYY Balance or a Reschedule Pass (valid for 30 days by default). A refund never goes back to a card or bank account automatically. If the host allows it, you can also reschedule yourself before the cut-off. A refund you receive shows on the transaction's details under Settings, Transactions, with its date and form (on the web and in the newest app update).

KUYY facilitates the process but cannot force a host to refund outside their policy, because the organiser of an activity is the host, not KUYY. Fees on the bill, such as the admin fee, are not refunded, and on an activity where the host covers the fees, a refund to balance can come to slightly less than the ticket price. The host may also give a partial refund or no refund at all.

There's an admin fee added at the payment page, once per order: Rp2.500 for virtual accounts and blu, 0.7% + Rp1.000 for QRIS, and for e-wallets Rp2.500 up to a total of Rp200.000, then 2.22% + Rp1.000 above that. The minimum is always Rp2.500.

If you pay entirely with your KUYY Balance, no admin fee is charged at all, also when you already picked another method but your balance covers the whole bill. Credit cards add 3.15%, and BCA instalments add 3% for a 3-month term, 6% for 6 months, and 9% for 12 months.

If the host sends invoices by WhatsApp, there's a WhatsApp Fee line of Rp1.500. An activity bill under Rp10.000 (after a pass deduction, say) is rounded up to Rp10.000, unless you pay by QRIS: the top-up is part of the Admin Fee line on the payment page and the receipt, and shows as Minimum Price on the email invoice.

Some hosts turn on Cover the admin & WhatsApp fees, which means you pay exactly the ticket price with no admin fee or WhatsApp invoice fee line; the fees come out of the host's earnings. The credit card and instalment surcharge is still paid by the participant.

From November 2026, a booking for several people on an activity from a Free plan host carries an Additional Participant Fee of Rp1.000 per extra spot, meaning each participant after the first: a booking for 3 spots carries an extra Rp2.000. It still applies when the host covers the admin fee, but not on activities from Premium or Business hosts, on free activities, or when a pass covers the full price.

No. A free activity doesn't go through the payment page at all. You're registered straight away, with no admin fee and without having to pick a payment method.

If the activity is free but offers paid add-ons, you still join for free as long as you don't select one. The moment you pick an add-on you go through the normal payment flow, admin fee included.

The invoice is emailed to you automatically as soon as your payment succeeds, with the subject "Participation Confirmed". It includes a PDF attachment containing the invoice details along with your QR e-ticket.

It has everything you need for a reimbursement: invoice number, date and time, payment method, price breakdown, add-ons, and seat numbers where applicable.

The details of each purchase can also be viewed any time under Settings, Transactions. The list can be filtered by All, Activity or Pass, and transactions that are unpaid, unsuccessful or refunded carry a label: Pending, Refunded, Canceled, Expired or Failed. Open a transaction to see its Order ID, payment date, price breakdown including the admin fee, payment method, and any refund. These full details are on the web and in the newest app update (the Transaction History page); earlier app versions only show the order number, amount, status and payment method.

On the KUYY website, the page of a paid or refunded transaction has a View Receipt button. That Payment Receipt is laid out like the invoice email, and you can save or print it with Print / Save PDF. The receipt isn't available in the BCA and GoPay mini apps yet, and comes to the app in the next app update.

Check your spam folder if you cannot find the email. There is no button yet to resend the invoice email. If the email is lost and you need the original invoice, contact support with the activity name and the transaction date.

For KUYY Premium subscriptions, a payment receipt is also emailed, but without a PDF attachment.

Most often it's because you used a voucher code. A voucher can't be stacked on top of a flash sale price: once a voucher is used, its discount comes off the normal price. Other passes (membership passes, credit passes, Reschedule Passes) don't block the flash sale price; the pass is spent against the flash sale price.

Other causes: the flash sale has too few spots left for everyone in your booking (the whole booking then pays the normal price), the campaign has ended, or the host turned flash sales off on their own website. The promo price is applied automatically as soon as you register, so there's no code for you to enter.

If you're registering on the host's own website, the host may have chosen to keep their promos (flash sales and the First Time Promo) off that website, so the normal price is what shows there. In the KUYY app and on the KUYY website, the promo price still applies to the same activity.

An activity running a flash sale is marked with a discount label on its card, along with a countdown and the remaining quota on the detail page. Once the countdown runs out or the quota hits zero, the price goes back to normal.

The remaining quota is reserved from the moment a registration is created, so the number can go down even though someone else hasn't finished paying. If their payment falls through, the slot is released again and the remaining count goes back up.

A host offering the First Time Promo gives you a discount on your first booking with them. On the KUYY website, their activities carry a Promo N% off label and the promo price in activity lists, on Home cards and on the activity page. You can see it before signing in; you are asked to sign in when you pay. In the app, the label comes in the next app update, but the promo price still applies when you pay.

The promo is only for your first booking with that host. If you have already been registered for one of their activities, free ones included, or have used their promo, the price goes back to normal. Cancelling or refunding a promo booking does not give the promo back.

You need a verified phone number. If yours isn't verified yet, on the KUYY website a verification step appears in the registration form, and you can continue once your number is verified. In the app, if you're asked to verify your phone number in Profile, verify it first under Edit Profile, Phone Number, then register again.

The discount covers one seat, your own. If you register several people, the other seats pay the usual price: 3 seats at Rp100.000 with a 50% promo total Rp250.000. Friends added after you are registered also pay the usual price.

If the activity also has a flash sale running, the lower price is used. If you pick a pass or voucher, the pass discount applies and the promo is not used. Joining through a friend's affiliate link doesn't block the promo; the promo price still applies.

Usually your registration is confirmed moments after the payment succeeds, and the invoice and e-ticket go to your email. Once in a while the payment is recorded as paid but the registration isn't updated with it. KUYY checks for this automatically and processes your registration again about 5 to 10 minutes after the payment is settled, as long as the activity hasn't ended or been cancelled. You don't need to pay again.

If it still shows pending after that, choose Contact Support in Settings, pick the topic A payment or refund, then pick the transaction.

On an activity with Request to Join, you can only pay after the host approves your request. If your status is still waiting for approval, no payment has been made yet.

Open the activity page, tap the three-dot menu and choose Report as Scam. If you hold a seat in that activity, this opens the Report a problem form: pick a reason, describe the problem (up to 500 characters) and attach up to 3 photos. You can also start from Contact Support: pick Report an activity or host, then Talk to the host about this booking.

Your report opens a chat room with the host, labelled Report in your chat list. If you need help, tap Call KUYY and the KUYY team joins. If the report is still open after 3 days, the KUYY team joins on its own.

You can report until the host's payout runs, 3 hours after the activity ends (for invite-only or cancelled activities, until the activity ends). After that, contact the CS team through Contact Support.

The host can refund you to your KUYY Balance or give you a Reschedule Pass right from the report room. The host can mark the problem resolved, but you confirm it; with no answer in 3 days the report closes on its own. You can also close it yourself with Problem solved.

If the host doesn't respond to your report at all within 3 days, you're refunded in full to your KUYY Balance automatically (without the admin fee and other fees) and the KUYY team joins the report room. The report room shows when that refund happens and how much it is. This applies to reports filed from 20 October 2026, not to safety reports, and not once the host has responded or you've called KUYY (the KUYY team then decides the refund). The web already shows the time; in the app it comes in the next version.

For a safety or harassment problem, pick the Safety or harassment reason: only you and the KUYY team can see that report, and the host is not told. In the app, this is in the newest version.