Frequently Asked Questions
Quick answers about services, payments, partnerships and safety.
Can't find an answer? Ask KuantarVA
Our AI assistant is available 24/7 and answers for your situation.
General
What is Kuantar?
Kuantar is a platform for rides (Ride & Car), food delivery (Food), groceries (Mart), instant courier (Send), intercity shipping and bill payments — all assisted by the KuantarVA AI assistant that guides you step by step.
Where does Kuantar operate?
Kuantar serves the operating areas shown in the app. If your pickup is outside an area, the app tells you before you order.
Can I order without the app?
Yes, via Kuantar WhatsApp support. The app adds upfront fares, live tracking, promos and KuantarVA assistance.
AI assistant
What is KuantarVA?
KuantarVA is an AI virtual assistant available 24/7. It greets you by your profile, answers questions, estimates fares and guides you step by step — from your first order to becoming a partner.
Can KuantarVA make transactions for me?
No. For your security KuantarVA only guides you. You complete every transaction yourself, and KuantarVA will never ask for your OTP or password.
Ordering
How are fares calculated?
Fare = base fare (covering the first kilometres) + per-km rate for the route distance, at least the minimum fare, plus a service fee. You see it before ordering — try the Fare Check page.
How long does it take to find a driver?
Orders are offered to the nearest drivers first and the search area widens gradually. If nobody accepts within a few minutes the order is cancelled and prepaid money returns to your wallet.
Can I cancel an order?
Yes. Cancelling before a driver is found is free; after acceptance a cancellation fee may apply once the grace period has passed.
What is the hand-over code?
For Send, Food and Mart you get a 4-digit code. Give it to the driver only after you have received the goods.
Payments
Which payment methods are available?
Cash to the driver, the KuantarPay wallet, or online: bank virtual accounts, e-wallets (OVO, DANA, ShopeePay, LinkAja), QRIS, cards and retail outlets.
How do I top up my wallet?
Go to Wallet → Top Up, enter an amount, choose a payment method and pay. Your balance updates automatically once payment is confirmed.
Bills & top-ups
My top-up/token purchase failed — what now?
Failed bill payments are refunded to your KuantarPay wallet automatically. If a transaction stays in process for more than an hour, contact support with the reference number.
Shipping
What is the difference between Send and Intercity Shipping?
Send is an instant same-city courier by a Kuantar driver. Intercity Shipping uses couriers such as JNE, J&T, SiCepat, AnterAja or POS.
Partnerships
How do I become a driver-partner?
Install Kuantar Driver, sign up with your phone, verify the OTP, complete your vehicle details, ID, licence, registration and selfie, then submit for review. KuantarVA guides every step.
How do drivers withdraw earnings?
Earnings from non-cash orders are credited to the wallet when each order completes. Withdraw to a bank account via Earnings → Withdraw.
How do I list my shop or restaurant?
Fill in the form on the Merchant Partner page. We will contact you for activation, then you manage your menu and orders in the Merchant Panel.
Security
Is my data safe?
Yes. Connections are encrypted, passwords hashed, sensitive data encrypted and admin access audited. Never share your OTP or password with anyone.