Find answers to Frequently Asked Questions

1. Check the email inbox or SMS used during Privy account registration. Your PrivyID will be included in the confirmation email or notification message sent by Privy after successful registration.
2. If your PrivyID still cannot be found, please open the Privy application and select "Forgot PrivyID" on the login page.
3. Complete the account recovery process by filling in the required verification data requested by the system."

Registration may occur when you use services provided by merchants or partners collaborating with Privy.

Please check your email to confirm whether you have received a notification containing your registration details using the email address registered during sign-up.

If you believe you have never registered, please contact us via Live Chat, WhatsApp wa.me/628111430555, atau email helpdesk@privy.id

OTP codes are required for several processes in Privy, including:

1. Privy account registration.
2. Changing email address or phone number.
3. Electronic certificate reissue process.
4. Digital document signing process.

The OTP code may be sent via email or phone number. Please check the following:

1. OTP Not Received via Email
   1. Ensure the registered email address is correct.
   2. Check your Inbox, Spam, or Junk Mail folder.
   3. Make sure your mailbox storage is not full.
   4. Request a new OTP code.
2. OTP Not Received via Phone Number
   1. Ensure the phone number entered is correct.
   2. Make sure your network connection is stable.
   3. Ensure your phone number can receive SMS messages.
   4. Request a new OTP code.

If the OTP is still not received, please contact our customer service via email to helpdesk@privy.id, Live Chat, or our WhatsApp wa.me/628111430555 service.

The account verification process generally takes 3–10 minutes. Please wait within this duration until the process is completed. If the verification status has not been updated after that time, please contact our Customer Service via email to helpdesk@privy.id , Live Chat, or our WhatsApp wa.me/628111430555 service.

1. Ensure sufficient lighting and use a plain background.
2. Make sure your internet connection is stable.
3. Follow all on-screen instructions during the selfie or liveness process.
4. Avoid wearing accessories that cover your face such as masks, hats, or sunglasses.
5. Complete the selfie or liveness process promptly to avoid session timeout.

To check your registration status, please log in to your PrivyID account through the Privy application.

You can register a Privy account by following the steps below:

1. Open the Privy application and click the "Register" button. The system will display the "Create Your Digital Identity" page.
2. Enter your full name, nationality, and active phone number that will be used for registration, then click "Start Registration".
3. Read and agree to the "Term of Use & Privacy Notice".
4. The system will direct you to the liveness verification process. Click "Open Camera".
5. During the liveness process, ensure sufficient lighting, position your face within the frame, do not wear hats, glasses, or masks, and follow the on-screen instructions until verification is successful.
6. Scan your e-KTP/IKD (Digital Identity Card) by placing it on a flat surface.
7. Ensure the e-KTP/IKD is stable, free from light reflection, and fully visible within the frame. If the scan is correct, click "Use".
8. If you experience issues during scanning, select the "Upload KTP Photo" option.
9. On the "Identity Document Confirmation" page, ensure your personal data such as Full Name, NIK, Nationality, Date of Birth, and ID validity period are correct.
10. You may edit the data by selecting the field you want to change, then click "Continue".
11. Proceed with scanning your e-KTP using the NFC feature by clicking "Start NFC". Ensure your device supports NFC and that the feature is enabled.
12. Place the e-KTP on your device and move it slowly until detected by the system.
13. Enter the OTP code sent to the phone number used during registration.
14. Once the OTP is successfully verified, your PrivyID will be displayed.
15. Create your account password with at least 8 characters consisting of uppercase letters, lowercase letters, numbers, and symbols.
16. Registration is complete and your Privy account is now active and ready to use.

If you experience issues while scanning your ID card, please follow these steps:

1. Ensure the ID card is positioned in landscape (horizontal) orientation and not too close to the camera. Adjust it according to the on-screen frame.
2. Make sure the lighting is sufficient and not too dark or too bright.
3. Ensure the captured image is clear and not blurry.
4. Make sure the entire ID card is fully visible within the camera frame.

Privy is a trusted digital identity and electronic signature provider that legally issues electronic certificates for secure digital transactions.

Privy is also the first Electronic Certification Authority (CA) in Indonesia under KOMDIGI (Ministry of Communication and Digital).

If you experience issues when creating a password during registration, please follow these steps:

1. Ensure the password meets the requirements, which must contain at least 8 characters consisting of:
   1. Uppercase letters
   2. Lowercase letters
   3. Numbers
   4. Special characters
   Example: Privy123#
2. If the issue persists, please restart the registration process from the beginning.
3. If you are still unable to proceed, please prepare:
   1. Screenshot or screen recording of the issue
   2. Device details (device type, model, and application version)
4. Please contact our customer service via email to helpdesk@privy.id , Live Chat, or our WhatsApp wa.me/628111430555 service.

If you experience issues when applying an e-Meterai, please follow these steps:

1. Ensure your e-Meterai balance is sufficient.
2. Make sure the uploaded document is not corrupted or damaged.
3. If a repair notification appears, please use the Document Repair feature available in the Privy application.
4. After the repair process is completed, try applying the e-Meterai again.
5. If the repair process in Privy is unsuccessful, you may try repairing the document using external document repair tools.

If the issue persists, please contact our customer service via email to helpdesk@privy.id, Live Chat, or our WhatsApp wa.me/628111430555 service.

1. Top Up e-Meterai via Privy Application
   1. Make sure you already have an active Personal Plan subscription.

      Note: If not, please subscribe to a Personal Plan (monthly or yearly) first.

   2. Enter the number of e-Meterai you want to purchase, then click "Continue".
   3. Select your preferred payment method (Credit Card / Merchant Outlet / GoPay).
   4. Click "Pay" and complete the payment process.
   5. Once payment is successful, your e-Meterai balance will automatically be updated in the Privy application.
2. Top Up e-Meterai via Privy Website
   1. Ensure you already subscribed to a Personal Plan through the Privy application.
   2. Log in to the Privy website, click the menu icon on the bottom left, then select "e-Meterai".
   3. Enter the desired number of e-Meterai and click "Buy".
   4. Click "Select Payment" and choose your payment method (GoPay, Bank Transfer, or QRIS).
   5. Complete the payment or scan the available QR code.
   6. After payment is completed, check your e-Meterai purchase status.

For partnership inquiries and collaboration requests, please contact our team through the following page: https://privy.id/id/contact

To request a tax invoice for an Enterprise account, please prepare the following documents:

1. Payment Receipt showing payment status "Paid".
2. Company Tax ID (NPWP).

Please submit these documents to Privy Customer Service for verification and tax invoice processing.

Please click https://enterprise.privy.id/cobagratis then follow the steps below to complete the EnterpriseID registration:

1. Enter your "Full Name".
2. Enter an active "Email Address".
3. Enter an active "Phone Number".
4. Enter your "Company Name".
5. Select the appropriate "Business Sector".
6. Tick the "Terms of Use (TOU)" checkbox.
7. Scroll down and click "Agree".
8. Click "Continue" to proceed with the registration process.

If you experience any issues during EnterpriseID registration, please contact Privy Customer Service for further assistance.

Privy account closure is permanent and may result in the loss of access to your account and related services in the future.

If you wish to proceed with the account closure, please provide the following information:

1. - Name
2. - PrivyID
3. - Phone Number
4. - Email Address
5. - Reason for account closure
6. - The last time you used the Privy application

Kindly send the required information via email to helpdesk@privy.id , Live Chat, or our WhatsApp wa.me/628111430555 service.

Forgot Privy Account Password

1. If you have never set a PIN:
   1. Open https://oauth2.privypass.id/forgot-password
   2. Enter your registered PrivyID and click Continue.
   3. Enter your registered email address and click Continue.
   4. Check your Inbox or Spam folder for the password reset email.
   5. Create a new password with at least 8 characters consisting of uppercase letters, lowercase letters, numbers, and special characters (example: Privy123#).
2. If you have set a PIN but forgot the PIN:
   1. Open https://oauth2.privypass.id/forgot-password
   2. Enter your PrivyID and click Continue.
   3. On the verification page, select Use another method.
   4. Enter your registered email address and click Continue.
   5. Check your Inbox or Spam folder for the password reset email.
   6. Create a new password with at least 8 characters consisting of uppercase letters, lowercase letters, numbers, and special characters (example: Privy123#).

1. Ensure the PrivyID entered is correct.
2. Make sure the password is entered correctly and avoid using copy-paste when typing the password.
3. Ensure your internet connection is stable and working properly.
4. If you do not yet have an account, please register through the Privy application.

A forgotten PIN may occur in several situations, such as during password reset, PIN change, or when you cannot remember your account PIN. Please follow the instructions based on your condition below:

1. Forgot PIN during password reset
   1. Open the following page: https://oauth2.privypass.id/forgot-password
   2. Enter your registered PrivyID and click "Continue".
   3. On the PIN verification page, select "Use another method".
   4. Enter your registered email and click "Continue".
   5. Check your Inbox or Spam folder for the password reset email.
   6. Create a new password with at least 8 characters consisting of uppercase letters, lowercase letters, numbers, and special characters (example: Privy123#).
2. Change PIN while logged in (PIN still known)
   1. Open the Privy application.
   2. Go to "My Account".
   3. Select "Settings".
   4. Tap "Change PIN".
   5. Enter your current PIN.
   6. Enter your new PIN.
3. Forgot PIN but still remember account password
   1. Open the Privy application.
   2. Go to "My Account".
   3. Select "Settings".
   4. Tap "Change PIN".
   5. Select "Forgot PIN?".
   6. Enter your Privy account password for authentication.
   7. Enter a new PIN.
   8. Enter the OTP code sent to your registered email.

Password resets can be performed under several conditions, depending on whether or not you have previously configured a PIN.

1. If you have never set a PIN
   1. Open the following page: https://oauth2.privypass.id/forgot-password
   2. Enter your registered PrivyID, then click "Continue".
   3. Enter your registered email address, then click "Continue".
   4. Check your Inbox or Spam folder for the password reset email.
   5. Create a new password with at least 8 characters consisting of uppercase letters, lowercase letters, numbers, and special characters (example: Privy123#).
2. If you have set a PIN but forgot the PIN
   1. Open the following page: https://oauth2.privypass.id/forgot-password
   2. Enter your registered PrivyID, then click "Continue".
   3. On the PIN verification page, select "Use another method".
   4. Enter your registered email address, then click "Continue".
   5. Check your Inbox or Spam folder for the password reset email.
   6. Create a new password following the minimum 8-character requirement (uppercase, lowercase, number, and special character combination).

This notification indicates that the phone number you are using has already been registered in Privy, either directly through the Privy application or via one of Privy’s partner merchants.

If you do not remember the registered account, please recover your account by selecting Forgot PrivyID in the Privy application.

If you believe you have never registered, please contact us via Live Chat, WhatsApp wa.me/628111430555 , or email at helpdesk@privy.id

This notification indicates that the email address you are using has already been registered in Privy, either directly through the Privy application or through one of Privy’s partner merchants.

If you do not remember the registered account, please recover your account by selecting Forgot PrivyID in the Privy application.

If you believe you have never registered, please contact us via Live Chat, WhatsApp wa.me/628111430555 , or email at helpdesk@privy.id

1. Login via Privy Application

   Please make sure your Privy application is updated to the latest version, then follow these steps:

   1. Open the Privy application.
   2. Tap "Login", then select your nationality via the "Region" menu at the bottom.
   3. Enter your PrivyID, then click "Continue".
   4. Enter your Password, then click "Continue" again.
   5. Make sure the PrivyID and Password are entered correctly.
2. Login via Privy Website
   1. Open the Privy website at https://super-app.privy.id/
   2. Enter your PrivyID, then click "Continue".
   3. Enter your Password, then click "Login".
   4. Ensure the PrivyID and Password are correct.

The credentials referred to in this process are the email address and phone number registered to your Privy account.

If you experience issues while updating your credentials, please provide the following information to assist our investigation:

1. PrivyID
2. Registered phone number
3. Screen recording to help analyze the issue. If unavailable, a screenshot may be provided.
4. Time of occurrence
5. Device and operating system (OS) version used

Please submit the information through Customer Service via email to helpdesk@privy.id , Live Chat, or our WhatsApp wa.me/628111430555 service.

1. Open the Privy application and log in to your account.
2. Tap "My Profile".
3. Select "My Identity".
4. Tap "Edit" on the identity section.
5. Read the information regarding name changes (can only be done once), then tap "Continue".
6. Enter your account PIN.
7. Select "Identity Document Confirmation" and tap "Continue".
8. Fill in the data according to your ID card and re-upload the ID photo if required.
9. Tap "Confirm".
10. Check the agreement box and tap "Confirm".
11. Complete phone number verification and tap "Continue".
12. Email verification is optional and may be skipped.
13. Select "Face Verification" and tap "Continue".
14. Perform the liveness verification by following the on-screen instructions.
15. Wait until the verification process is completed.
16. Your name and electronic certificate have been successfully updated.

1. Open the Privy application and log in using your PrivyID and password.
2. Tap "My Profile" in the top left corner.
3. Select the "Phone Number" section and tap "Edit".
4. Enter the new phone number and tap "Continue".
5. Confirm the entered phone number.
6. Perform face verification by selecting "Open Camera" and follow the selfie/liveness instructions.
7. Ensure proper lighting, clear face visibility, and camera permission is enabled.
8. After successful verification, tap "Continue".
9. Enter the OTP code sent via SMS to the new phone number.
10. Your phone number has been successfully updated.

You can verify your credentials by completing Email Verification or Phone Number Verification using the steps below:

1. Email Verification
   1. Open the Privy application.
   2. Log in using your PrivyID and password.
   3. Select the "My Account" menu.
   4. Choose "My Profile".
   5. Click "Keep this email" to use the same email or select "Change email" to update your email address.
   6. Enter the email address you want to use, then click "Continue". If there is an input error, select "Edit". Once correct, click "Confirm".
   7. Click "Open Camera" to start the selfie/face verification process.
   8. Ensure you are in a well-lit area, your face is unobstructed, and camera access is enabled.
   9. Position your face within the circle until it turns green and follow the on-screen instructions.
   10. If verification is successful, click "Continue".
   11. Check your email inbox for the OTP code sent by the system.
   12. Enter the OTP code received via email.
   13. Email verification has been successfully completed.
2. Phone Number Verification
   1. Open the Privy application.
   2. Log in using your PrivyID and password.
   3. Select the "My Account" menu.
   4. Choose "My Profile".
   5. Click "Keep this number" to use the same number or select "Change number" to update your phone number.
   6. Enter the phone number you want to use, then click "Continue". If there is an input error, select "Edit". Once correct, click "Confirm".
   7. Click "Open Camera" to start the selfie/face verification process.
   8. Ensure you are in a well-lit area, your face is unobstructed, and camera access is enabled.
   9. Position your face within the circle until it turns green and follow the on-screen instructions.
   10. If verification is successful, click "Continue".
   11. Check your SMS inbox for the OTP code sent to your phone number.
   12. Enter the OTP code received via SMS.
   13. Phone number verification has been successfully completed.

How to Change Email

1. Open the Privy application.
2. Log in using your PrivyID and password.
3. Click “My Profile” (Profile Picture) in the top left corner.
4. Click the arrow icon in the “Email” section.
5. On the next page, click “Edit”.
6. Enter the new email address you want to use, then click “Continue”. If the email is incorrect, select “Edit”. If it is correct, click “Confirm”.
7. Click “Open Camera” to start the selfie or face verification process and allow camera access.
8. Click “I'm Ready” to begin the selfie or face verification.
9. Make sure you are in a well-lit area, not wearing accessories that cover your face, and camera access is enabled.
10. Position your face inside the circle until it turns green and follow the on-screen instructions.
11. If the selfie verification is successful, click “Continue”.
12. Check the inbox of your new email address because an OTP code will be sent.
13. Enter the OTP code received via email.
14. Your email change process has been completed successfully.

Personal Plan is an unlimited electronic signature subscription service available on monthly or yearly plans, allowing you to sign documents securely and conveniently using Privy.

Your Personal Plan will be automatically activated once the purchase process has been completed. If the plan is not yet active, please follow the steps below:

1. Log in to the Privy application.
2. Click “Personal Plan” or “Signature Quota”.
3. Select “Inactive” status.
4. Click “Activate”.

1. Free Plan allows users to access basic Privy features at no cost.
2. Personal Plan is a subscription service that provides unlimited electronic signatures along with additional premium features.

1. Log in to the Privy application.
2. Open the “Personal Plan” menu.
3. The system will display your subscription status, including expiration information.
4. Paid plans that have not been activated are non-refundable.

Personal Plan subscription pricing:

IDR 54,000 per month.

IDR 395,000 per year.

Prices include applicable taxes.

1. Unlimited electronic signatures.
2. Unlimited online registration access with Privy partner merchants.
3. Access to e-Meterai feature.
4. Document upload and management.
5. Secure document storage up to 10 GB.

1. Log in to the Privy application.
2. Your Personal Plan status will appear on the dashboard.
3. If active, the status will show “Active”.
4. Activate the plan first if it has not been activated.

A Personal Plan purchase may fail due to unstable internet connection, payment issues, or incomplete transaction processing.

1. Make sure your internet connection is stable during the transaction.
2. Recheck the payment method used.
3. Take a screenshot of the error message or failed transaction screen.
4. If you cannot provide a screenshot, please explain the issue in detail.
5. Please contact Privy Customer Service and attach the screenshot or explanation for further checking.

How to Renew Electronic Certificate in Privy

1. Log in to the Privy app using your PrivyID and password.
2. Open My Profile or tap Reissue Certificate on the banner.
3. Select Electronic Certificate then tap Renew Certificate.
4. Tap Agree to continue the renewal process.
5. Complete face verification (Liveness Detection) by following the on-screen instructions.
6. Wait until the process is completed and the certificate becomes active again.

How to Reissue Electronic Certificate in Privy

1. Open the Privy app and log in using your PrivyID and password.
2. Go to My Account or tap Reissue Certificate on the banner.
3. Select Certificate menu and tap Reissue Certificate.
4. Tap Reissue Certificate to start the process.
5. Enter your account PIN.
6. Enter your phone number and verify using the SMS OTP code.
7. Enter your email address and verify using the email OTP code.
8. Confirm your identity document based on your ID (KTP) data.
9. Complete face verification (selfie verification) by following the on-screen instructions.
10. Wait until the certificate status changes to Active, indicating the reissue process is successful.

Re-new Certificate is an electronic certificate renewal process that can be done by users before the certificate's active period ends (expires) in order to continue to enjoy digital signature services.

Re-issue Certificate is an electronic certificate renewal process carried out by users when the certificate has expired, with a process similar to registration so that it can again use digital signature services.

If you experience issues while signing a document, please provide the following information to help us investigate:

1. Screenshot or screen recording of the issue.
2. Device details (device type and operating system version).
3. Document Link experiencing the issue.
4. Time of occurrence.
5. Platform used (Application or Website).

Please send the information to our Customer Service via email at helpdesk@privy.id, Live Chat, or WhatsApp wa.me/628111430555.

1. Signing via Privy Mobile Application
   1. Log in to the Privy application using your PrivyID and password.
   2. Ensure your Personal Plan is active.
   3. Select “Upload Document”.
   4. Upload the document to be signed.
   5. Choose whether to use e-Meterai (optional).
   6. Add recipients or select “Add myself as recipient”.
   7. Place the signature position on the document.
   8. Click “Share” and “Confirm”.
   9. Select “Add Signature”.
   10. Complete authentication.
   11. The document is successfully signed.
2. Signing via Privy Website
   1. Log in at https://super-app.privy.id using your PrivyID and password.
   2. Ensure your Personal Plan is active.
   3. Click “Upload Document”.
   4. Adjust document properties as needed.
   5. Add e-Meterai (optional).
   6. Add recipients or choose “Add myself as recipient”.
   7. Place the signature on the document.
   8. Click “Finish” and “Confirm”.
   9. Select “Add Signature”.
   10. Complete authentication.
   11. The document is successfully signed.
3. Signing a Received Document
   1. Log in to your Privy account.
   2. Open “Need Action” or notification menu.
   3. Select the received document.
   4. Click “Add Signature”.
   5. Complete authentication.
   6. The document is successfully signed.

1. Privy Application
   1. Open the Privy application.
   2. Login using your PrivyID and password.
   3. Tap “My Profile”.
   4. Select “Settings”.
   5. Tap “Signature”.
   6. Click the “+” icon at the top right.
   7. Choose one of the signature creation methods:
      • - Draw
      • - Type
      • - Upload image
   8. Click “Save” then select “Set as Primary”.
2. Privy Website
   1. Open https://super-app.privy.id/
   2. Login using your PrivyID and password.
   3. Click the profile picture at the top right and select “Personal Settings”.
   4. Select “Manage Account”.
   5. Click “Settings”.
   6. Click the three-line menu at the top left.
   7. Select “Signature”.
   8. Click “Create New +”.
   9. Choose signature creation method:
      • - Draw
      • - Type
      • - Upload image
   10. Click “Save” then select “Set as Primary”.

If you experience issues while uploading a document, please follow these steps:

1. Clear cache and cookies on your browser or application.
2. Ensure your internet connection is stable and functioning properly.
3. Make sure the document format is PDF.
4. Ensure the file size does not exceed 25 MB.
5. If the document will be stamped with an e-Meterai, the maximum file size allowed is 9 MB.
6. If the error occurs due to a corrupted file, please repair the document independently using available PDF repair tools on the internet.
7. If the issue persists, please contact Privy Customer Service and attach a screenshot of the issue encountered.

Please follow the steps below to upload documents through the Privy application or website:

1. Log in to your Privy account.
2. Make sure your account is verified and active.
3. Click the “Upload Document” menu on the dashboard.
4. Select the document you want to upload from your device.
5. Ensure the document is in PDF format.
6. Make sure the document size does not exceed 25 MB.
7. Wait until the upload process is completed.

Digital document verification is the process of confirming the authenticity of electronic signatures and the integrity of a document. The system checks whether the document was electronically signed and whether it has remained unchanged after signing.

This status indicates whether the signatures in the document can be properly verified. The differences are as follows.

Trusted:

1. Signature remains unchanged.
2. Signed using a trusted Indonesian Root CA (PSrE Indonesia).
3. Signing time has been confirmed.
4. Certificate is currently valid.
5. Certificate was not revoked at the time of signing.
6. Verification data is included for long-term validity.

Untrusted:

1. Some signatures may be damaged or altered.
2. Some signatures may not use certificates from a trusted Indonesian Root CA (PSrE Indonesia).
3. Some signing times may not have been confirmed.
4. Some certificates may not currently be valid.
5. Some certificates may have been revoked at the time of signing.
6. Some signatures may lack verification data required for long-term validation.

An electronic signature is considered valid when the signer’s identity can be verified, the certificate used is valid and trusted, and the document has not been altered after signing.

A document may be considered not fully trusted if the system detects that some aspects of the signature cannot be fully verified. This may occur if the signature appears damaged, the signer’s certificate is not issued by a trusted provider, the document does not include a timestamp, or supporting data for long-term verification is unavailable.

Verification results help confirm the authenticity of the electronic signatures on the document. However, users are still advised to review the document’s content carefully before using it, as the system can only confirm the authenticity of the signatures, not the document’s content.

Technically, a document that has been electronically signed can still be modified. However, if any changes are made after the signing process, the system will detect those changes, and the electronic signature may become invalid or no longer trustworthy.

PSrE (Electronic Certification Authority) is an entity that issues electronic certificates to verify the identity of signers in digital transactions. In Indonesia, PSrE providers must be registered and supervised by the Ministry of Communication and Digital Affairs of the Republic of Indonesia.

To ensure a signature is considered trusted, the document should be signed using an electronic certificate issued by an Indonesian PSrE registered and supervised by the Ministry of Communication and Digital Affairs of the Republic of Indonesia. See the list on KOMDIGI's website here.

TSA is a service that provides an official timestamp when a digital document is signed. It indicates when the document was signed and helps ensure the document has not been modified since then.

LTV is a feature that ensures an electronic signature on a document can still be verified over a long period of time, even after the digital certificate has expired.

If verification results indicate an issue, it is recommended to check the source of the document, ensure it comes from the correct party, and perform additional verification before using it for official purposes.