Support & Complaints
CATALOID •
Updated 2026-01-24
Clear steps for support requests, complaints, billing disputes, and access issues — including SLA targets, escalation, and required evidence.
Support hours
Mon–Fri 09:00–18:00 WIB
Expected response
≤ 24 hours (business days)
Note
Delivery is digital access to the platform (no physical shipping).
Primary support channels
Email
Recommended for billing, access, and formal complaints.
support@catalo.id
Suggested subject format: Support/Complaint — [Order/Invoice ID]
WhatsApp
For quick questions during support hours.
WhatsApp support not configured.
Phone
If urgent escalation is required.
Support phone not configured.
Business identity
Cipta Bisnis Digital
Business address: Indonesia
CATALOID is operated by Cipta Bisnis Digital.
How to submit a complaint
Complaint steps:
- Prepare your proof of purchase and a short description of the issue.
- Send to our support channel (email/WhatsApp/contact form). Use the same email used at checkout when possible.
- We confirm receipt and provide a ticket/reference number.
- We investigate, request additional details if needed, then provide a resolution.
- If unresolved, follow the escalation path below.
Required proof of purchase
To help us verify ownership and resolve quickly, include:
- Email used at checkout / account email
- Payment reference / transaction ID / invoice number
- Purchase date and product/plan name
- Screenshot of error or clear description of steps to reproduce
- If chargeback/dispute: issuing bank name and dispute date (if available)
SLA (response & resolution)
Our standard targets (business days):
- First response: within 24 hours
- Access/activation issues: within 1–2 business days
- Billing issues/refund review: within 3–5 business days
Complex cases (fraud checks, third-party payment verification) may require additional time. We will keep you updated by email.
Escalation path
If your issue is not resolved after the standard SLA:
- Reply to the same ticket and request escalation. Include the ticket number and a summary of what happened.
- We escalate internally to a supervisor/operations review.
- For billing disputes, we may request additional verification to protect users and prevent fraud.
Refunds & chargebacks
Refund handling follows our refund policy. In general:
- If eligible, refunds are processed to the original payment method.
- Refund processing time depends on the payment provider/bank (typically 5–14 business days).
- Before filing a chargeback, contact us first. Chargebacks may delay access while we investigate.
- Fraud or unauthorized payments are prioritized for verification and resolution.
Account & security issues
For account/security issues (cannot sign in, suspicious activity):
- Contact support immediately with your account email and details.
- Do not share passwords or OTP codes. We never ask for your password.
- We may request identity verification to secure your account.
Legal & policies
Review our policies for terms, privacy, and refunds/cancellations.
CATALOID
Cipta Bisnis Digital
Indonesia
Merchant name: CATALOID•Billing descriptor: CATALOID
Support contacts