Case Study: GO-JEK achieves cash-free Go-Pay top-ups and secure driver transactions with Twilio Verify

Go-Jek Helps Customers Go Cash-free With Twilio Verify

Go-Jek, the Jakarta‑based on‑demand platform that grew from a small call center into a multi‑service B2B and consumer giant, launched Go‑Pay Wallet to enable cash‑free payments across Indonesia. The challenge was onboarding millions of largely unbanked customers in a cash‑first market while keeping the experience simple for drivers and secure for both parties.

Go‑Jek solved this by letting drivers act as mobile bankers who top up customers’ Go‑Pay balances and using Twilio Verify to authenticate drivers for each cash deposit. The integration was quick (about three weeks), removed friction by avoiding extra passwords, and delivered strong reliability and security—helping drive wider adoption of Go‑Pay and making driver‑facilitated top‑ups a trusted part of the user experience.

GO-JEK

Aakash Dharmadhikari

Chief Product Officer