Contact Support
Get help from the GoValid support team.
Support Channels
Email Support
- General Support: [email protected]
- Billing: [email protected]
- Privacy: [email protected]
Response time: Within 24 hours on business days.
Putri Chatbot
AI-powered customer service available 24/7:
- Log in to my.govalid.org
- Click the chat icon in the bottom right
- Describe your issue to Putri
- Get instant answers or escalation to human agent
WhatsApp
Chat with our support team via WhatsApp:
- Visit govalid.org/whatsapp
- Available during business hours (WIB)
Contact Form
Submit a support request via the contact form:
- Visit govalid.org/contact
- Fill in your details and describe your issue
- Receive a response via email
When Contacting Support
Please include the following information:
Required
- Your account email address
- Description of the issue
- Steps to reproduce (if applicable)
Helpful
- Screenshots of the issue
- Error messages or codes
- Browser and device information
- API key ID (for API issues)
- Transaction ID (for billing issues)
Example Support Request
Subject: QR Code Not Generating - Error Code: QR_LIMIT_EXCEEDED
Account: [email protected]
Issue: I'm trying to generate a QR code but receiving an error
"QR_LIMIT_EXCEEDED". I'm on the Free plan.
Steps:
1. Log in to dashboard
2. Click Create QR Code
3. Fill in the form
4. Click Generate
5. Error appears
Browser: Chrome 120 on Windows 11
Screenshot: attached
Support Hours
| Day | Hours (WIB) | Hours (UTC) |
|---|---|---|
| Monday - Friday | 09:00 - 17:00 | 02:00 - 10:00 |
| Saturday | 09:00 - 13:00 | 02:00 - 06:00 |
| Sunday | Closed | Closed |
Response Times
| Plan | Response Time |
|---|---|
| Free | Within 24 hours |
| Pro | Within 12 hours |
| Enterprise | Within 4 hours |
| Unlimited | Within 1 hour |
Common Support Topics
Account Issues
- Password reset
- Email change
- Account recovery
- 2FA problems
Billing Issues
- Payment failures
- Subscription changes
- Invoice requests
- Refund requests
Technical Issues
- QR code generation errors
- API problems
- Integration setup
- Performance issues
Feature Requests
- New feature suggestions
- Improvement requests
- Custom solutions
Self-Service Resources
Before contacting support, check these resources:
- FAQ - Frequently asked questions
- Documentation - This documentation site
- API Reference - Interactive API docs
- Status Page - System status and incidents
Company Information
PT Digital Engineering Indonesia
- Website: govalid.org
- Dashboard: my.govalid.org
- API: api.govalid.org
- NexHub: nexhub.earth