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User Support Manual: Resolving Technical Issues on the Tokocrypto Application

Tokocrypto Official
  • Updated

Hi Tokonauts,

As the trusted crypto asset trading platform in Indonesia, Tokocrypto is always committed to providing the best experience for all users. However, with the enhancement of features and system updates, users may occasionally encounter technical issues on the app, such as a blank page, an error during KYC verification, or a disruption in the Blu by BCA linking process.

To help you continue trading comfortably, here is a complete guide on what to do before contacting the Tokocrypto Customer Support team.

 

1. Common Issues: Blank App or Display Failure

If the Tokocrypto application displays a blank screen, the trading page doesn't load, or the display is only white/black, the following steps can help:

  • Clear the cache or data of the Tokocrypto app.
  • Force close the app and open it again.
  • Change your internet connection (e.g., from Wi-Fi to cellular data or vice versa).
  • Make sure you are using the latest version of the Tokocrypto app.
  • If the problem persists, delete and reinstall the application.

Note: Blank display issues are generally caused by accumulated cache or an outdated application version. Routine updates help the app run more optimally with the latest security and performance features.

 

2. Blank App After Login

If a blank screen appears after the login process:

  • Ensure the Tokocrypto app has been updated to the latest version.
  • Use a stable internet connection and avoid using a VPN.
  • Force close the app, clear the cache, and then try logging in again.

Note: VPNs can sometimes interfere with communication between the application and the Tokocrypto server, especially during the login authentication process.

 

3. Trading Page Not Loading

If the trading page does not display completely:

  • Ensure your app is the latest version.
  • Use a stable, non-VPN internet connection.
  • Clear the app cache, log in again, and try changing your network (Wi-Fi ↔ Cellular data).

Note: The trading page displays real-time price data, so an unstable internet connection can prevent the data from loading fully.

 

4. KYC (Identity Verification) Issues

Some notifications or errors that may appear:

Notification Suggested Solution
Verification of Activeness Try KYC on a different device. If it still fails, wait for the next update.
Province Issue Ensure the latest app version, then repeat the KYC process on a different device.
No Face Liveness / Invalid NIK / Cannot Select Nationality Use a different device and ensure a stable internet connection.

Note: The KYC process is crucial for security and regulatory compliance. Ensure your identity data matches your official documents, and use a stable camera and network so the system can accurately verify your face.

 

5. Issues Related to the Blu by BCA Feature

For users utilizing the Tokocrypto x Blu by BCA linking feature, here are some common solutions:

Issue Solution
IDR Deposit via Blu does not appear Reinstall the Tokocrypto app and ensure it's the latest version.
Linking Page Blank Enable device location, clear cache, change internet connection, or reinstall the app.
Name mismatch during linking Ensure the names on your Blu and Tokocrypto accounts are identical. If different, update it via Tokocrypto Support.
Blu account connection disconnected Go to Blu > Profile > List of Linkage Accounts > Tokocrypto > Unlink > Re-link.
Transaction Failed Ensure sufficient balance, reinstall the app, and retry the transaction.

Note: Bank account synchronization requires an exact data match. The name, phone number, and device must be the same so the system can perform automatic and secure verification.

 

6. Conclusion: Quick Steps to Resolve Issues

Most technical issues can be resolved with these simple steps:

  1. Ensure you have the latest version of the Tokocrypto app.
  2. Use a stable, non-VPN internet connection.
  3. Clear the cache or reinstall the app if the display is abnormal.
  4. For KYC and Blu by BCA, ensure that your data, device, and network are compliant.

If all the steps above have been taken and the issue persists, you can contact the Tokocrypto Help Center via: support.tokocrypto.com

If you are experiencing difficulty and need other assistance, please contact our Customer Support through Live Chat 24/7 at no cost.

We are continuously working to improve the application's stability and provide a safe, fast, and transparent trading experience, with collaboration and feedback from our users.

Thank you for your support!

Regards,

The Tokocrypto Team

 

Stay tuned for more information on all official Tokocrypto channels:

 

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