Hi Tokonauts,
Tokocrypto continues to innovate to bring convenience to our users. Now, you no longer need to wait in the Customer Support queue to resolve various account issues; simply use the Self Service feature.
This feature is designed to allow you to resolve account problems quickly, securely, and efficiently, directly from the Tokocrypto website or application.
Goal of the Self Service Feature
The Self Service feature helps users handle various essential needs, such as:
Reset Google Authenticator (GA)
Reset SMS or Mobile Phone Number
Email Address Change
Heir/Beneficiary Claim Submission
Account Name Correction
Account Activation (Enable Account)
Binance Account Unlinking
How to Access Self Service
1. Via Website
Select the Layanan Mandiri / Self Service menu
Choose the type of service you need
Follow the submission instructions as guided on the page
2. Via Tokocrypto Application
Open the Tokocrypto application
Tap the Help (Headphone) icon on the top right of the main page
Select Layanan Mandiri (Self Service)
Choose the service you wish to apply for and follow the instructions
Types of Services and User Guides
1. Reset Google Authenticator (GA)
When to use: If you lose your phone, delete the GA app without a backup, or cannot log in because the 2FA code is lost.
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Brief Steps:
Log in and enter your email, then confirm via the "CS Form Request" email
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Fill out the form and upload:
Original ID Card (KTP) photo
Selfie with your ID Card (and "Tokocrypto Reset GA [date]" writing if requested)
Click Submit and await verification (max. 1x24 hours)
Note: Withdrawals will be frozen for 72 hours after a successful reset.
2. Reset SMS or Mobile Phone Number
When to use: The old number is inactive or not receiving OTP upon login.
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Brief Steps:
Fill out the form, confirm email, and upload KTP and selfie
Await verification (max. 1x24 hours)
Note: Withdrawals are frozen for 72 hours after the reset is complete.
3. Change Email Address
When to use: The old email is inactive or cannot be accessed.
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Brief Steps:
Enter the new email (which has never been used on Tokocrypto)
Upload KTP and selfie
Wait for the process (max. 1x24 hours)
Note: Withdrawals are frozen for 5 days after the email is successfully changed.
4. Heir/Beneficiary Claim Submission
When to use: An heir wishes to claim the account of a deceased user.
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Required Documents:
Death certificate
Letter of declaration or power of attorney for the heir
Deceased's KTP and heir's KTP
Family Card (KK)
Statement letter of document authenticity
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Process:
Initial Review: 1x24 hours
Final Resolution: up to 7 working days
5. Account Name Correction
When to use: Account name does not match bank data, Dukcapil (Civil Registry) data, or linked Binance account.
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Brief Steps:
Access Self Service → Account Name Correction
Fill out the form with old and new data
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Upload:
KTP or KK
Bank book
Proof of Dukcapil change (if any)
The process takes 5–7 working days
6. Account Activation (Enable Account)
When to use: The account was disabled due to security reasons or a personal request.
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Brief Steps:
Fill out the form with the reason for activation
Upload KTP and selfie
Verification process: 2–3 working days
Note: Withdrawals are frozen for 48 hours after the account is reactivated.
7. Binance Account Unlinking (Unlink Account)
Purpose: To disconnect the link between the Tokocrypto and Binance accounts.
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Option 1 — Via Self Service:
Log in, confirm email, fill in the reason, upload KTP and transaction proof (if any)
Maximum process time: 3x24 hours
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Option 2 — Via Tokocrypto Website Directly:
Log in to your Tokocrypto account
Go to Profile → Account Security → Account Connection
Click "Unlink" and enter the OTP code
The process is instant
Checklist Before Submitting a Service Request
Ensure the following so your submission is processed smoothly:
Email is active and can receive external messages
Original KTP and clear selfie (not blurry)
Files are in JPG, PNG, or PDF format with a maximum size of 5 MB
Files are named properly (example: KTP_NAME.jpg)
You understand the withdrawal suspension policy (72 hours or 5 days depending on the service)
Need Additional Assistance?
If you encounter issues during the Self Service process, you can:
Contact 24/7 Live Chat via the Help icon in the Tokocrypto application, free of charge.
Or visit support.tokocrypto.com for more information.
Tokocrypto's Self Service feature is a tangible step in giving users full control, speeding up administrative processes, and maintaining account security without having to wait for manual assistance.
With the guide above, you can resolve your account needs more independently, efficiently, and reliably.
Thank you for your support!
Stay tuned for more information on all official Tokocrypto channels:
Telegram: Official Channel Tokocrypto | Official Group Tokocrypto
Twitter: Twitter Tokocrypto
Facebook: Official Facebook Tokocrypto
Instagram: Instagram Tokocrypto
YouTube: Youtube Tokocrypto
LinkedIn: LinkedIn Tokocrypto