If I have more than one device, can I log in to my Jenius account on all of my devices?

No. As our commitment to improve security and fight against fraudsters, we’ve implemented a new one account one device policy.

I currently have more than one device linked to my Jenius account. Can I still use them?

We highly recommend deleting any unused linked devices to easily manage your account and keep them secure.

I lost my device and I can’t log in to Jenius with my new device. What should I do?

You can contact Jenius Help at 1500 365 to get service assistance.

Why can’t the Jenius app be accessed on rooted/jailbroken devices?

Apart from the regulations from Bank Indonesia and the Financial Services Authority (OJK), the main reason of this is for your safety when transacting with the Jenius app. Rooted/jailbroken devices are more susceptible to viruses and malware (for example, more prone to data theft).

My device is already rooted/jailbroken, what should I do to still be able to access Jenius?

You can only use the Jenius app if you restore your device to its original settings or use another device that is not rooted/jailbroken.

How do I delete a particular device that I won’t use anymore?

For a faster and easier process, you can use Face Recognition feature to switch the device that you use to access your Jenius account or delete an unused device.

If you encounter issues that prevent you from using Face Recognition feature, you can switch devices with the help of the Jenius Crew by:
– calling Jenius Help at 1500 365,
– visiting Jenius booth with a Service Point, or
– visiting the nearest Bank BTPN branch office.

What is Face Recognition feature?

An authentication feature that matches your face detected in the camera with your photo in Jenius or your KTP photo in Dukcapil.

What are the advantages of using Face Recognition feature?

You can switch from your previous device to your new device easily and securely within 5 minutes through Jenius app without having to call Jenius Help, go to Jenius booth, or BTPN branch.

Is there any additional charge from using Face Recognition feature?

No, there is no additional charge to use Face Recognition feature. You only have to make sure that you have updated your Jenius app to the latest version.

How long will my face photo be saved for Face Recognition feature?

Your face photo that is registered for Face Recognition will be saved for an indefinite period of time.

Is it safe to switch device with Face Recognition feature?

Yes. Face Recognition is equipped with layered security such as:
– Password and OTP code.
– Liveness detection feature that can differ an authentic face from a photo or video.
– Has been reviewed and went through vulnerability test by independent party.

Which smartphones and operating systems can be used for Face Recognition feature?

All Android smartphone (min. version 5.0) and iPhone (min. iOS 11) that has a front camera.

What are the differences between Face Recognition feature and biometric login?

Here are the differences between fitur Face Recognition and biometric login.

Face Recognition:
– The registration is done within Jenius app
– The authentication is done by matching your actual face with your photo that is saved in Jenius.
– The registered face photo is only saved in Jenius’ system and it can’t be changed.
– Used for authentication before switching your device to access your Jenius account.

Biometric login:
– The registration is done in your device.
– The authentication is done by matching your actual face with your photo that is saved in your device.
– The registered face photo is saved in your device and it can be changed anytime.
– Used to log in to Jenius app.

Who can use Face Recognition feature?

Face Recognition can be used by all Jenius users. To switch device using Face Recognition, make sure you’ve registered your face to Face Recognition.

How to register my face for using Face Recognition feature?

1. On the Updates For You section in the Home page of your Jenius app, tap the Create Face Profile banner.
2. Choose Register Your Face Now.
3. Follow the instructions given until you have successfully registered.

Why can’t I find the Create Face Profile banner in the Updates For You section?

If you can’t find the Create Face Profile banner in the Updates For You section, it means that your face is registered or you have already registered for Face Recognition before. So, you can switch your device with Face Recognition right away without having to register your face again.

Can I register my face through Jenius booth, BTPN branch, or Jenius Help?

No. You can only register your face for Face Recognition by yourself through Jenius app.

Can I change or delete my registered face photo?

No. Your face photo will automatically be saved and can’t be changed or deleted after you register for Face Recognition.

How can I know that my face photo is successfully registered?

You will receive a push notification and an e-mail that you have successfully registered your face for Face Recognition and the Create Face Profile banner is not in the Updates For You section anymore.

How to switch my device using Face Recognition feature?

Before switching your device, make sure you have registered your face for Face Recognition in your previous device. Next, follow these steps in your new device:

1. Open Jenius in your new device.
2. Input your e-mail, password, OTP code, and create your device PIN.
3. On the information “Your Jenius account is still linked with another device”, choose OK.
4. Choose Do Face Verification Now.
5. Follow the instructions for face verification and make sure your face is inside the designated area.
6. Wait until the face verification and unlink device process is finished.
7. After the face verification and unlink other device process is successful, choose Link to This Device.
8. Log in to your Jenius account.
9. Switching device with Face Recognition is successful and you can now access your Jenius account in your new device!

What will happen if I log in to Jenius in a new device without registering my face for Face Recognition feature first?

You will be informed that your Jenius account is still linked to another device and you will be directed to the Unlink Previous Device page. To switch your device with Face Recognition, choose See How to Register Your Face and follow the instructions given.

What are the benefits for switching device using Face Recognition feature compared to via Jenius Help?

– Switch device with Face Recognition uses an authentication feature, while switch device with Jenius Help is done through video call with Jenius Crew.
– Switch device with Face Recognition is done automatically in the system, while switch device with Jenius Help is done manually by Jenius crew.
– Switch device with Face Recognition can be done anytime by yourself without having to be assisted by Jenius Crew.

Can I switch my device more than once in a short period of time?

Yes, but you will have to wait for 15 minutes before switching to another device after the switching process in your previous device is complete.

I can’t access my previous device and haven’t registered my face for Face Recognition feature. Can I still switch my device?

Yes. If you don’t have access to your previous device to register your face for Face Recognition, you can still switch your device by calling Jenius Help at 1500 365/e-mail [email protected], visiting Jenius booth at these locations, or visiting a BTPN branch nearest to you. Here’s how:

Calling Jenius Help (telephone or e-mail)
1. Tell the Jenius Crew you want to unlink the connected device from your Jenius account.
2. Jenius Crew will ask you to follow a few steps of data matching.
3. You will need to do face-to-face verification via Video Call with Jenius Crew. A link for the Video Call will be sent to your e-mail.
4. Before starting the Video Call, pay attention to the following:
– Make sure you access the link no more that 48 hours after the e-mail was received.
– The link can only be accessed on Monday – Sunday at 8:00 – 22:00 WIB.
– Make sure your internet connection is stable and you have a proper lighting. Other than that, make sure that you’ve given access to access camera and microphone.
5. After finishing the Video Call, wait until you get the verification result e-mail. The process will takes a maximum of 2 working hours if you complete the Video Call between 08.00-17.00 WIB on the working days. If you complete the Video Call after 17.00 WIB, the verification result e-mail will be sent the next day.

Visiting Jenius Booth or BTPN Branch
1. Tell the Jenius Crew you want to unlink the connected device from your Jenius account.
2. Jenius Crew will ask you to follow a few steps of data matching.
3. Your device switching request will be processed immediately.

I didn’t pass the e-mail address and mobile number identification process when calling Jenius Help 1500 365/e-mail [email protected]/chat through the Jenius app. Can I still switch my device?

If the e-mail address and phone number you provided do not match the data in Jenius, you will be directed to update your information before you can proceed with the video call for data verification. You can also visit a Jenius booth with a Service Point or the nearest BTPN branch office for a direct device switching request.

I was unable to log in to the Jenius app, and when I called Jenius Help 1500 365, I was directed to do a video call and follow the instructions sent via e-mail. Is that the correct process?

For the security of your data, the verification process for a device switching request at Jenius Help 1500 365 will be directed through a video call with Jenius Crew. Once the verification process is confirmed, you can continue the device switching process independently by following the instructions from Jenius sent via the registered email.

Why haven’t I received an email for face-to-face verification as informed by Jenius Crew when I contacted Jenius Help at 1500 365?

Please regularly check the registered e-mail on your Jenius account, both in the inbox and junk mail.

Why can’t I open the link I received in the email for video call verification?

Ensure that you access the link within 48 hours of receiving the e-mail. Also, make sure you have a stable internet connection and good lighting.

What if I miss the 48-hour timeframe for face-to-face verification through video call?

If you miss the 48-hour timeframe for face-to-face verification through video call, please contact Jenius Help 1500 365 again, e-mail [email protected], or chat on the Jenius application to get a new video call link.

I have completed the face-to-face verification through video call. Why haven’t I received the e-mail from Jenius?

The verification result e-mail will be sent within a maximum of 2 hours after the face-to-face verification ends. Please regularly check the e-mail registered with your Jenius account in the inbox or junk mail.

I failed the face-to-face verification, can I still switch my device?

Please visit the nearest Jenius booth [link to jenius.com/locations] or BTPN branch office.