lapan FAQ
Users ask us many questions about how to start with lapan, how to deposit and withdraw money, which football and esports markets we offer, how our loyalty programme works, and how to keep their accounts secure. This page answers the questions we hear most often, covering account setup, payments, game markets, and account protection.
Our FAQ resolves common concerns about registration, KYC verification, payment methods, and withdrawal timelines. It also explains which tournaments and games you can access on lapan, and what to do if you encounter a login issue or suspect unauthorized access. If your question is not answered here, our support team is available to help anytime.
For specific legal details—such as jurisdiction restrictions, data privacy, or account suspension policies—please visit our Legal notice or Terms and Conditions pages. These documents set out your rights and our obligations in full. This FAQ is a quick-reference guide for the most practical day-to-day questions.
Topics covered in this FAQ
- Account and registrationhow to start, KYC verification, password recovery
- Payments and transactionsdeposit and withdrawal via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, e-wallet
- Game rules and marketsfootball betting, live-dealer tables, slots, esports markets
- Security and account careaccount protection, two-factor authentication, and jurisdiction notice
Click any question below to reveal the answer. Questions are grouped by topic for easy navigation.
Account and registration
When you register on lapan, we ask for your full name, national identity document number, date of birth, mobile phone number, and email address. This is our KYC (Know Your Customer) verification process, required by law to prevent fraud and money laundering. You'll also create a username and password to access your account. After registration, you'll receive a verification email. Click the link to confirm your email, then proceed to upload your identity documents (national ID or passport) and proof of address during the KYC review. Once verified, your account is live and you can deposit funds via DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, or your bank account.
We require two documents: (1) a copy of your national identity document (KTP / driving license / passport), and (2) proof of address dated within the last three months (utility bill / bank statement / rental agreement). Upload clear photos or scans of both sides of your ID and the proof-of-address document through your account settings. Make sure the documents are legible and all text is visible. Our verification team reviews submissions during business hours and typically completes review within one business day. If documents are rejected, we'll explain the reason and give you the chance to resubmit. Once approved, your account is fully verified and you can withdraw funds.
If you cannot log in to your lapan account, first check that you've entered your username and password correctly. If you've forgotten your password, click "Forgot Password" on the login page, enter your email, and follow the reset link sent to your inbox. If you suspect unauthorized access—e.g., you see unfamiliar bets or transactions—change your password immediately and enable two-factor authentication (2FA) in your account settings. Contact our support team right away with details of the suspicious activity. We'll review your account history, secure your funds, and help restore access. Always keep your password private and never share it with anyone, including support staff.
Our support team is available through multiple channels. You can contact us via the in-app chat feature, which is the fastest option for immediate help. For email inquiries, send your question to our support address (available in the lapan app and on our website) with a clear description of your issue. Include your account username and, if relevant, details of the transaction or game in question. We typically respond to emails within one business day. For urgent account-security issues (suspected hacking, unauthorized transactions), use the in-app urgent-support option to escalate your request. Our team operates throughout the year, including holidays like Idul Fitri and Imlek, though response times may be longer during peak periods.
Payments and transactions
lapan supports deposits via multiple local payment methods: mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, and direct bank transfers (online payment, e-wallet, mobile banking, local payment). Each method has its own minimum and maximum account preferences set by the payment provider and our platform. Typical minimums are between 10,000 and our welcome offer, and maximums range from several million to tens of millions IDR per transaction, depending on your payment provider and account history. To see the exact limits for your chosen payment method, select it during the deposit process—lapan will display the current range. Deposits are processed instantly for e-wallets and usually within minutes for bank transfers. If your deposit does not arrive within an hour, contact support with your transaction reference number.
Yes, lapan accepts direct deposits from all four major Indonesian banks: online payment, e-wallet, mobile banking, and local payment. When you select "Bank Transfer" during deposit, lapan will display a virtual account number assigned to your profile. Transfer the funds from your personal bank account to this virtual account using your bank's app or ATM. The system matches the deposit to your lapan account automatically. Bank transfers typically process within subject to verification during business hours. On weekends or after hours, transfers may take longer and will be credited when the banking system processes them the next business day. Always double-check the account number before confirming the transfer. If you have questions about the virtual account or the transfer process, our support team can clarify.
Once you submit a withdrawal request on lapan, our team reviews the transaction to verify your account is in good standing and the withdrawal amount is legitimate. This review typically takes a few hours to one business day. After approval, the funds are sent back to your original payment method (the same e-wallet or bank account you used to deposit). Withdrawals to e-wallets like online payment, e-wallet, or mobile banking usually arrive within minutes, while bank transfers may take 1–3 business days depending on your bank's processing speed. You can check your withdrawal status anytime in your account's transaction history. If your withdrawal is delayed beyond the expected timeframe, contact support with your withdrawal reference number, and we'll investigate the status with the payment provider.
Games and markets
lapan covers major football tournaments and leagues, including Indonesia's Liga 1, the Piala Indonesia, Piala AFF (featuring Southeast Asian national teams), the UEFA Champions League, and the English Premier League. We also offer markets on international esports competitions such as Mobile Legends, Free Fire, and PUBG Mobile, plus niche sports like MotoGP and badminton. Live-betting odds are updated constantly during matches, and pre-match odds are available hours in advance. Browse the sportsbook section of the lapan app to see the full list of upcoming events and available markets. New tournaments are added regularly, especially during peak seasons such as the Liga 1 championship run or the Piala AFF tournament. Check the app's notifications or the featured section to stay informed about the latest available markets.
lapan offers a range of live-dealer table games streamed from professional studios. These include blackjack, roulette, baccarat, and Dragon Tiger. Each table is hosted by a live dealer and broadcast in real time through your lapan app or browser. You can chat with the dealer and other players, ask questions about rules, and place bets while watching the live stream. Tables operate during standard hours and have varying minimum and maximum bet limits to suit different budgets. Select your preferred table from the lapan live-dealer section, verify your account is funded, and join. The video stream is optimized for mobile—it adapts to your connection speed to minimize buffering. If your connection drops during play, your bets are saved and you can rejoin immediately.
lapan rewards active players through our loyalty programme. Every bet you place earns points, which count toward your tier level. Higher tiers unlock benefits such as cashback on losses, free spins on slot games, and priority customer support. Your tier is updated automatically each month based on your activity. You can view your current tier, points balance, and available rewards in the loyalty section of your account. Rewards accumulate and can be claimed as bonus credit or applied directly to your account. Read the terms of your specific tier to understand wagering requirements and expiry dates. The programme runs continuously, so you earn points on every activity. If you reach a higher tier, your new benefits activate immediately for the next month. Check the lapan app regularly for tier-specific promotions, especially during holidays like Idul Adha when bonus offers are often extended.
Security and account care
We recommend enabling two-factor authentication to protect your lapan account. To activate 2FA, log into your account, go to Settings > Security, and select "Enable Two-Factor Authentication." lapan will prompt you to enter your password and confirm your mobile phone number. You'll receive a one-time code via SMS—enter this code to activate 2FA. From that point on, every time you log in from a new device, lapan will ask for a code sent to your phone. This adds an extra layer of security beyond your password. Even if someone obtains your password, they cannot access your account without the SMS code. We also offer backup codes during setup—save these in a safe place in case you lose access to your phone. If you ever lose your phone, contact support immediately to reset your 2FA settings.
Yes, lapan encrypts all personal data using SSL encryption. Your name, identity number, bank details, and email are stored securely on our servers with limited access. We do not sell your data to third parties. Your data is used only for account verification, payment processing, and customer support. Payment information is passed directly to payment providers (local payment, online payment, e-wallet, etc.) under their own security standards; lapan does not store full card or bank account numbers. Our servers are protected by firewalls, monitoring, and regular security audits. For complete details about how we collect, store, and protect your data, read our Privacy PolicyIf you have concerns about data security or suspect a breach, contact our support team immediately.