Hello, Floqers. The Account Recovery feature is now available to help you restore access to your FLOQ account through a secure and easy identity verification process.
How to Recover Your Account
On the FLOQ Home page, select the profile menu in the upper-right corner.
On the User Center page, select the Account Recovery menu.
Enter the NIK and phone number registered to your FLOQ account.
Make sure the NIK and phone number are linked to the same account. If the information does not match, you will not be able to receive the OTP or continue the account recovery process.
After your information is successfully verified, enter the OTP you received to continue the account recovery process.
After OTP verification is successful, continue with liveness (facial verification) to confirm your identity.
You can perform liveness verification a maximum of 5 times per day. If all attempts are unsuccessful, you can try again the next day.
After liveness verification is successful, the system will process your account recovery.
A loading screen will be displayed while the process is in progress. Do not close the app until the account recovery process is complete.
After account recovery is successful, you can view the registered email address and select one of the following options:
Select Continue: Keep using the registered email address and proceed to reset your password.
Select Change Email Address: Update the registered email address, then proceed to reset your password.
Update your password, then log back in to your FLOQ account.
Terms After Account Recovery
For your account security, the following terms apply after account recovery is successfully completed:
Withdrawals will be suspended for 24 hours starting from the time account recovery is successfully completed. During this period, you cannot withdraw Indonesian rupiah (IDR) or crypto assets.
If you perform account recovery again during the suspension period, the 24-hour period will be recalculated from the most recent successful account recovery.
After the 24-hour period ends, you can resume making withdrawals as usual.
FAQ
Question | Answer |
What is the Account Recovery feature? | Account Recovery helps you regain access to your Floq account through NIK, phone number, OTP, and liveness verification. |
Who can use this feature? | This feature can be used by users who are experiencing login issues and need to recover access to their Floq account. |
How do I start Account Recovery? | On the login page, select Recover Account, then follow the verification process displayed. |
What is required to recover an account? | You need to prepare your NIK, the phone number linked to the account, access to the OTP, and complete liveness verification. |
How is Account Recovery performed? | Enter your NIK and phone number, verify the OTP sent to that number, then complete liveness verification. |
Why did I not receive the OTP? | Make sure the NIK and phone number you entered are correct. You can also request that the OTP be resent after the waiting period ends. For security reasons, Floq will not disclose whether the information entered is registered or not. |
How many times can I request or enter an OTP? | You can make a maximum of 5 attempts. Once this limit is reached, the process will be locked and can be attempted again after 1 hour. |
What if I no longer have access to that phone number? | You cannot continue OTP verification using that number. Please contact Floq Customer Support for assistance. |
What should I do if liveness verification fails? | Make sure your face is clearly visible, the lighting is sufficient, and follow the instructions displayed. After that, you can try again. |
How many times can I attempt liveness verification? | You can make a maximum of 5 attempts. Once this limit is reached, you can try again the next day starting at 12:00 a.m. WIB. |
Do I have to change my email after my account is successfully recovered? | No. You can continue using the email linked to the account or choose to change it. |
How do I change my email after recovering my account? | Select Change Email Address, enter a new email address, then verify the OTP sent to that email address. |
Can I use the same email address as my current one? | No. The new email address must be different from the email address currently linked to the account. |
What if the new email address is already used on another Floq account? | That email address cannot be used. Please enter another email address that is not yet registered with Floq. |
Can I reset my password after Account Recovery? | Yes. For security reasons, you will be asked to reset your password. An OTP will be sent to the email linked to the account to continue the process. |
What happens after Account Recovery is complete? | You will be directed to log in again. If your password was changed, use the new password to log in. |
Why can't I make withdrawals after Account Recovery? | For security reasons, all withdrawals of Indonesian rupiah and crypto assets will be temporarily disabled for 24 hours after Account Recovery is successfully completed. |
What if I perform Account Recovery again while withdrawals are still disabled? | The 24-hour period will be recalculated from the time of the most recent successful Account Recovery. |
What happens to other accounts using the same NIK? | Other accounts registered with the same NIK may be deactivated. The successfully recovered account will remain active. |
Are variations of Gmail addresses with dots or +tags considered the same email address? | Yes. For @gmail.com addresses, Floq can identify email variations that use dots or +tags as similar addresses. |
Will I receive a notification after my account is recovered? | Yes. An Account Recovery notification will be sent to the old email address previously linked to the account. Other deactivated accounts will also receive a notification email. |
Will the balance from a deactivated account be transferred automatically? | No. The balance will not be transferred automatically. Please contact Floq Customer Support if you need assistance with the balance in another account. |
What should I do if I never requested Account Recovery? | Contact Floq Customer Support immediately so your account can be reviewed and secured. |