Wallet
Your wallet balance, where money in it comes from, and what you can and can't do with it.
How do I add money to my wallet?
You can't add money to your wallet yourself. Money arrives in your wallet only as a refund or a credit from a business. The Top up page shows "Top-up coming soon": topping up is not available, and support can't load money into your wallet either. If anyone asks you to send money into an xquare wallet, don't send it. Email [email protected] first.
Where do I check my wallet balance?
Sign in and open My Wallet from your account menu, or go to /wallet. The page shows one balance in Indonesian rupiah and a "Recent transactions" list with up to 20 of your latest wallet movements. Under the balance are two buttons, Top up and Activity. If you're not signed in, you're sent to sign-in first and then brought back to your wallet.
Can I withdraw or cash out my wallet balance?
No. A customer wallet balance can't be cashed out or sent to a bank account. The wallet page has no withdraw, transfer or bank-details option. Business and affiliate earnings are kept separately and have nothing to do with your customer wallet.
Why is my wallet balance zero with no transactions?
A zero balance with "No transactions yet." just means no money has reached your wallet. Because you can't top up, money only arrives when a business sends you a refund or credit. That's normal and doesn't mean anything is wrong with your account.
My wallet says balance unavailable — what does that mean?
The wallet page loads your balance and your transactions separately. It shows "Balance unavailable" or "Transactions unavailable" when one of them fails to load. That's a display error, not a change to your money. Reload the page, or sign out and back in. If it keeps happening, email [email protected] and say what time you saw it.
A voucher said it went to my wallet — where is it?
Vouchers aren't part of your wallet balance. When a space says a voucher "lands in your wallet", look in My Vouchers (/vouchers). The wallet page only shows a money balance and money transactions.
What is the affiliate earnings box on my wallet page?
If you're an approved affiliate, your wallet page shows a second card, "Affiliate earnings". It shows the amount available, plus how much you've earned and been paid out in total. That money is separate from your wallet balance, and you manage it with the "Manage affiliate" button, which goes to /affiliate. If you're not an affiliate, the card doesn't appear.
I was sent back to xquare after paying — what happens now?
After you pay on our payment partner's secure page, you come back to a confirmation page. For a booking deposit it says "Your deposit has been received. Your reservation is confirmed." For a purchase it says "Your order is being processed." If it says "Your payment is being verified. Check your orders shortly.", wait a little and then check My Orders or My Bookings. Don't pay again.