Help & Support

When making a phone credit purchase:

1. Make sure the phone number you use to buy credit is correct and in the active period
2. Make sure the signal in your area is stable
3. Please wait 1x24 hours working days after successful payment
4. Check your balance regularly in the My Transactions section of the Paxel app.  If your credit transaction status is Failed, the funds will be returned  according to the refund policy that applies at Paxel
5. Check your phone credit periodically manually by making calls to the provider. For Telkomsel, you can call the number *888#
6. If you do not have an internet quota, it is recommended to turn off cellular data so that the credit is not used for internet when the credit comes in

If you are still having problems, please contact Paxel Customer Empathy or contact the Telkomsel provider in the following ways:

1. Calls to number 188 for a 24-hour Call Center are subject to a tariff of IDR 300 for each call
2. Call the number 0807-1811-811 at normal rates
3. Live Chat via the MyTelkomsel application