Toko21 Help Center Policy 9.1
How to Register and Verify Your Age
Version: 1.2 (July 2025)
Prepared by: Ken for PT Belanja Lebih Cepat

PURPOSE
This article explains how individuals can create and verify their Toko21 accounts, in line with Indonesian regulations governing the sale and handling of vape and tobacco products. Toko21 operates two distinct applications, each with its own registration pathway:

• Customer App (User-App): for individual users to browse, purchase, and receive regulated goods
• Merchant App (Merchant-App): for eligible merchants to list inventory, fulfill orders, and manage operational dashboards

This policy defines:

• Step-by-step guidance for both user and merchant registration
• Age verification enforcement (21+ restriction)
• Optional future upgrades to enhanced KYC/identity protocols
• Account responsibility and data safety

SECTION 1: REGISTRATION PROCESS FOR CUSTOMERS (USER-APP)

1.1 Who Can Register?
To register as a customer on Toko21, you must:

• Be 21 years old or older, as validated by your date of birth
• Have a valid Indonesian mobile number or verified email
• Agree to the Terms of Use and Privacy Policy (Policy 7.1)

Users under 21 will be automatically blocked during registration. False declarations may result in account suspension.

1.2 Step-by-Step Registration

1. Download the Toko21 (User-App) from Google Play or App Store
2. Open the app and tap “Register”
3. Input:
• Full Name (must match your national ID)
• Active Phone Number or Email
• Date of Birth (non-editable after creation)
• Secure password
4. Accept the Terms of Use and Privacy Policy
5. Tap “Submit” to trigger OTP verification
6. Enter the One-Time Password (OTP) sent to your phone/email

Upon successful verification, you will be redirected to the home screen.

1.3 What Happens If You Fail Verification?
If the system detects you are below 21:

• Your registration will be blocked
• You’ll receive an on-screen notice: “You must be at least 21 years old to use Toko21”
• Attempts to use falsified dates or alternate accounts may lead to a platform ban

SECTION 2: REGISTRATION PROCESS FOR MERCHANTS (MERCHANT-APP)

2.1 Who Qualifies as a Merchant?
Toko21 accepts both PKP and non-PKP businesses. Registration is open to:

• Physical vape or tobacco stores
• Warung/kelontong outlets with retail capabilities
• Franchise operators (with documentation)

2.2 Registration Flow (Standard & Assisted)

1. Download the Toko21 Merchant App from Google Play (iOS under review)
2. Tap “Sign Up as Merchant”
3. Complete the merchant registration form:
• Business name
• Contact person’s name and number
• Legal documents (e.g., NIB, NPWP, e-KTP)
• Store location, merchant type, PKP declaration
• Upload storefront photo or logo
4. Submit the registration form
5. Wait for review from Toko21 Admin or field SPG

2.3 Review & Approval Timelines

• Standard review takes 1–3 working days
• You may be contacted by an SPG for verification (online or on-site)
• You’ll receive login credentials only upon approval

Merchants cannot access live inventory or order flows until their application is approved and activated.

Toko21 reserves the right to:

• Re-request documents
• Deny applications with suspicious/fraudulent entries
• Re-audit previously approved accounts if SLA issues arise

SECTION 3: ENHANCED VERIFICATION (PLANNED PHASE 2)

3.1 User-App (Customer Side)
In future phases, Toko21 may implement additional age and identity checks:

• Upload of e-KTP + selfie
• AI-based facial matching
• Trigger conditions: high-value order, multiple refund flags, or regulatory mandate

Users flagged for enhanced verification will have limited access until completion.

3.2 Merchant-App (Business Side)
Enhanced verification may include:

• Video call verification
• SPG photo of store GPS location and front signage
• Re-verification for merchants with SLA violations or refund spikes
• Special validation for franchise-level or multi-store operators

All sensitive data collected for verification will be protected under the Privacy and Data Policy (Policy 7.4).

SECTION 4: ACCOUNT SAFETY & MAINTENANCE

4.1 User Responsibilities (Both Apps)
All users are expected to:

• Keep login credentials private
• Use strong passwords (8+ characters, with a number or symbol)
• Never share OTPs or app access with others
• Immediately update contact information when it changes

4.2 Password Reset & Recovery

1. On the login screen, tap “Forgot Password”
2. Enter your registered email or phone number
3. A secure OTP will be sent for verification
4. Set a new password once verified

FINAL NOTES

• Each account (user or merchant) is tied to a single verified identity
• One person or phone number cannot be used to register multiple customer or merchant accounts
• Bypassing age checks or falsifying identity will result in platform removal

Need assistance? Contact us via the in-app Help Center or email support@toko21.co.id