FAQ

Frequently Asked Questions

Most Frequently Asked Questions

How are donations calculated and when?

From the date you register, we count the number of purchase transactions* you make on your Mastercard credit card. After the end of each month, we calculate your monthly donation amount by multiplying the number of purchase transactions you have made by the micro-donation amount you have selected in the ‘Manage Donations’ page.  It is therefore the micro-donation amount that is valid at that moment which will determine the amount of your donation.

You will see one donation per month and this will be visible around the first or second day of the month for activity of the previous month. If the donation amount is below IDR 1,000, we will carry your donations over until an amount of IDR 1,000 is reached. Of course, the donation will never exceed the maximum amount you have set in the ‘Manage Donations’ page.

The donation will appear on your credit card statement as one separate transaction, labeled with the name of the charity you chose to donate to.

*Only Mastercard credit transactions that are processed via the Mastercard network will be included in the calculation of monthly donation. For the avoidance of doubt, transactions where the acquiring and issuing bank are the same are excluded from the calculation of your monthly donation.

What does acquiring bank mean?

An acquiring bank processes credit card payments on behalf of a merchant and passes these transactions to the applicable issuing banks to receive payment.

What does issuing bank mean?

An issuing bank is the financial institution that issues credit cards to customers.

When do my donations appear in the dashboard?

Your monthly donation will appear in the dashboard the day after it is generated, i.e. usually on the second or third day of the month. So it is normal you do not see any change on your dashboard until the monthly donation takes place.

When will the charity receive my donations?

If the monthly donation amount – calculated at the beginning of every month as explained above – exceeds IDR 1,000, your credit card will be debited by that amount, and the charity/ies you chose to donate to will receive your donation a few days later. 

What are the benefits of registering?

By registering, you can help others less fortunate than yourself easily, by automatically making a donation to the charity/ies you chose to donate to each time you make a purchase transaction on your credit card.

Why can't I log-in?

If you can't log in because you have forgotten your password please try the 'Forgotten password' link. If you still have issues with logging in, kindly contact the Support team on 001 803 852 9218 (Carrier Indosat) or 007 803 011 4906 (Carrier PT Telkom).

How can I change my donation amount?

To change your monthly transaction donations amount, navigate to the 'Manage Donations' link at the top right hand corner of the screen and you will be able to change your donation amounts. Any changes you make will take effect at the end of the month when your donation is calculated. This change will be applicable retroactively for the entire month of activity.

How can I stop my donations?

To stop your donations, navigate to the Options screen by clicking on the 'Manage Donations' link at the top of the screen and use the button marked 'Stop Future Donations' to stop your donations. If you choose to stop your donations, they will be stopped for the entire month and will only resume when you decide to start donating again.

How can I verify the amount donated?

The ‘My Donations’ link displays your personal dashboard page. The Dashboard displays your donation history including: the total amount donated; the total donated last month; the total number of donations to date.

Where can I get my Tax Deduction Certificate from for the donations I have made?

Please reach out directly to the charity for your Tax Deduction Certificate, which may be available for your qualifying donations. 

Registration

What cards can I register?

You can register all Mastercard branded credit cards on the Mastercard Donation Platform only.

How do I register?

Signing up to donate is quick and convenient. Click or tap 'Donate' to create your account profile and to set your donation amount. It's as simple as that.

Can I register multiple credit cards to donate from?

You can only register one Mastercard credit card for each email address.

Will my Mastercard credit card be charged if I register?

No, you will not be charged to register your credit card. However, the donation mechanism will be triggered the first time you make a purchase with the card you have registered. At the end of every month, if your total donation amount for that month exceeds IDR 1,000 and is less than your chosen maximum amount, then your card will be charged that donation amount.

How can I unregister?

To unregister simply go to 'My Account' at the top right corner of the screen, select 'My Profile' and go to ‘Delete Account’ to make changes. When you have made the change you want to make, just click 'update'.

Should I be worried about submitting my personal information for registration?

Mastercard is committed to maintaining the security of the personal information collected. We have implemented technical, physical and administrative safeguards to protect the personal information we collect online. We store personal information on a secured server behind a firewall that is not directly connected to the Internet.

How will my personal information be used?

Your personal information will be used in accordance with the details outlined in our Privacy Notice.

How do I log in into my account after I have registered?

Simply click the 'Log In' button on the home page, and enter your email and password credentials and press the ‘Login’ button.

Maintain My Profile

How do I update any of my personal details and/or change my password?

You can update your personal information from the website. Once you have signed in, go to 'My Account' at the top right corner of the screen, select 'My Profile' and go to ‘Personal Details’ to make changes. When you have made the change you want to make, just click 'update'.

I've forgotten my password so what do I do?

Go to the website and click on 'Sign In', then click 'Forgot your password'. You will be prompted through the steps to reset it.

How do I change my password?

Simply 'Log In', click on the 'My Account' link at the upper right hand corner of the website, click on ‘My Profile’ and navigate to 'Change Password'. Complete the action by pressing ‘update’.

Does my password expire?

No, your password will not expire.

Why did I receive an email saying there was a change to my account?

We want to ensure the safety and security of your account, so we send a confirmation email whenever a change is made to your account. If you did not make any changes, please contact the Support team on 001 803 852 9218 (Carrier Indosat) or 007 803 011 4906 (Carrier PT Telkom).

Do I need to re-register for the program when my credit card is renewed or if I would like to change my card number?

No, you do not need to re-register if your credit card is renewed or if you wish to change your credit card number, you just need to update your credit card number and expiration details by going to the 'My Account' link in the upper right hand corner of the website, click on ‘My Profile’ and navigate to ‘Card Details’. Complete the action by selecting ‘update’.

What are my security questions?

Having security questions adds an additional layer of safety and security to your account. You select the pre-defined questions and provide answers unique to you. The security questions, coupled with your answers, can be used to help verify your identity.

How do I change my security questions?

You can change the security questions requested on sign in,  by clicking on the 'My Account' link at the upper right hand corner of the website, click on ‘My Profile’ and navigate to ‘Security Questions’.

In the 'Security Questions' section, you can update your choice of questions and/or change the answers for your security questions. Complete the action by pressing ‘update’.

I've forgotten the answers to my security questions so what do I do?

If you have forgotten the answer to your security questions, please contact Support on 001 803 852 9218 (Carrier Indosat) or 007 803 011 4906 (Carrier PT Telkom).

What should I do if I no longer have access to the email address associated with my account?

It's easy to update the personal information associated with your account. Click on 'My Profile' under 'My Account' menu once you have signed in and you can then update any information as necessary. If you no longer have access to your original email account, please contact Support on 001 803 852 9218 (Carrier Indosat) or 007 803 011 4906 (Carrier PT Telkom).

General Questions

What is the Privacy Notice?

At Mastercard, we respect your privacy and value the relationship we have with you. For full details please view our Privacy Notice by clicking on the link at the bottom of the screen.

How do I change the language setting?

Languages available may vary by country. To change your language setting, navigate to the home screen and select the 'Language' dropdown on the top of the screen and choose the language you want to use.

I am having a technical problem on the website. How can I get help?

Please contact Support on 001 803 852 9218 (Carrier Indosat) or 007 803 011 4906 (Carrier PT Telkom) to report the problem that you are encountering, and we will be glad to help you.