Contact

Talk to the Protocol team

Protocol is operated by a small team at PT Soember Djaya Masyarakat. Email is the fastest way to reach us — there is no ticket queue to get lost in, and a person reads every message.

Email us

Pick the address that fits — either reaches us if you’re unsure.

Payments & support

payment@pro-to-col.com

Integration help, webhook issues, a charge behaving oddly, payout questions.

General & partnerships

agie@soemberdjaya.com

Becoming a merchant on Protocol, account approval, and anything else.

Never include a full card number, API key, or webhook secret in an email. If something needs a secret rotated, say so and we’ll do it from the dashboard — we never need you to send it to us.

What to reach out about

Common reasons merchants get in touch:

  • Becoming a merchant — you want to charge through Protocol. Tell us which product and we’ll get you a sandbox account and approval.
  • Integration help — a charge, redirect, or webhook isn’t behaving. Include your order_id (never your key) and we can trace it.
  • Going live — you’ve built against sandbox and want production credentials switched on.
  • Payouts — questions about your available balance, bank verification, or a disbursement.

Building your integration? Most answers are already in the integration guide — worth a look before you write in.

Response times

We aim to reply within one business day. Anything touching live money — a stuck payout, a production charge gone wrong — jumps the queue, so flag it as urgent in the subject line and we’ll treat it that way.

Operator

Protocol is built and operated by PT Soember Djaya Masyarakat, the company behind the Soedja ecosystem. More about the gateway itself is on the about page.

Ready to start? Create an account — sandbox is instant, no approval needed to start building.