Support & Help

If your departure is within 3 days, you will receive your QR code immediately after payment. For later departure dates, we automatically send your QR code 48 hours before your scheduled arrival.

Please check your spam/junk folder first. If your departure is more than 48 hours away, your QR code will be sent closer to your arrival date. If you still cannot find it, you can check the status of your order yourself through our Support Page. If your departure is very soon and you still cannot locate your order after checking the Support Page, please contact our support team.

If your payment shows as Pending, it means the transaction was not completed successfully. The authorization will automatically expire and no money will be charged. You can safely try again using a different browser or payment method.

Yes! You can update traveller information, travel details, and more. Adding travellers costs $15 per person, but you have up to 3 updates available. Use the "Update Application" option to make changes.

We offer full refunds for services that have not yet been delivered. For delivered Arrival Cards we may, as a goodwill gesture, refund 60% of the amount paid, and for delivered eVOA services we may refund 50% as coulance. These partial refunds are voluntary and not a legal entitlement, as delivered services fall outside our refund obligations. All refunds are processed to the original payment method within 5–10 business days. For full details, please refer to our official Refund Policy: https://indonesia-arrival.com/refunds.pdf

You can search for your order using your passport number and date of birth. Click on any support option above and use the "Search by Passport Details" tab to locate your order.