FAQ

Most frequent questions and answers

In partnership with CurrenSeek, we are excited to announce our new service, allowing our valued customers to order foreign currency notes online securely and conveniently collect their foreign currencies from our branches. For you to be able to use this service, you must either have a Facebook or Gmail account and a valid mobile phone number for verification purpose.

No, there is no service charge.

Direct debit from your Indonesian savings or current account via the Faspay  payment gateway.

There is no minimum limit.

You can book up to 3 days before your intended pick up date.

No. You can only buy foreign currency notes through this service.

No, you are not allowed to update collector’s details after order completion. Hence, it is highly advisable to thoroughly check your details before confirming your order.

While your order is pending approval, you can communicate your special requirements with us using the built-in instant messaging feature. Do note that although we make every effort to meet denomination requests, it is not always possible, and therefore, we cannot guarantee your request. Should we be unable to provide you with exactly what you have requested, we will do our utmost to ensure it is as close to your request as possible.

Yes. You will receive notification via email once you have completed your order successfully.

We are required to conduct customer due diligence for all orders of IDR and above, in accordance with Centarl Bank of Indonesia’s Anti-Money Laundering and Counter Financing of Terrorism Guideline. Hence, while ordering online, you should provide the following information to help us fulfill the requirement as set out by the law:

  • Full name as stated in KTP/Passport
  • KTP/Passport number
  • Phone number
  • Date of birth
  • Address
  • Source of funds
  • Purpose of transaction 
  • Nationality 
  • Occupation
  • Business employment type

This information can be saved against your profile (optional). Hence, you won’t have to provide all again except the source of funds and the purpose of transactions for your future online orders with us.

We recognise the importance of protecting personal information in accordance with the Indonesia Personal Data Protection Act 2016 and any other applicable local personal data protection laws, regulations, codes of practice or guidelines.

If you place an order after the cut-off time (Y pm daily), the status of your will be set as Pending Approval until the next day when our team can process your order.  

A foreign currency notes order is considered a high risk transaction and will be monitored by our compliance team and subsequently submitted for clearance. Our compliance team will contact you if there is a need to obtain further documentation. This process is usually completed within X minutes. However, it may take longer in some cases or if additional verification is required. 

The collector stated in the collector’s details during ordering, must collect the physical notes at the selected branches. No third party collection is allowed.

Should the details of the collector vary from the details in the system, we have the right to seek alternative documents or proceed to cancel the transaction at our discretion.

The collecator stated in the collector’s details during ordering, must collect the physical notes at the selected branches. No third party collection is allowed. 

Should the details of the collector vary from the details in the system, we have the right to seek alternative documents or proceed to cancel the transaction at our discretion. 

You can collect them at the branch that was selected during ordering.

Yes. If you wish to cancel your order, you must do it X days/hours before the collection date (excluding the state of Z public holidays).

In order to cancel your order, you should make a request via emailing us at ptapsbali@gmail.com. The email shall include your full name, KTP or passport number, booking number, mobile phone number, the payment confirmation receipt along with the bank account number of the bank account used by you to make an online payment .

Yes. All the charges we incur to transfer the funds to you electronically  (e.g., Fastay and/or bank charges) will be deducted from the total refund amount

The total refund amount will be calculated based on the lowest rate by comparing the original sell rate during ordering and our prevailing buying rate on the cancellation date.

You will be refunded Monday to Sunday working days after the cancellation date and it will be credited into the account used during order placement.

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