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Clear answers about Indonesian visas and using Atelix.
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Getting started
Understand Atelix, choose a Visa Type, and create an account.
- What does Atelix do?Atelix helps you compare Indonesian Visa Types, prepare an application and documents, and request human review. It is independent of Indonesian immigration authorities; the government decides visa applications.
- How do I create an Atelix account?Choose Get started, then complete the sign-up steps. Your account lets you save applicant details, documents, and application progress.
- How do I sign in to Atelix?Use the login page with the sign-in method connected to your Atelix account. After signing in, open the dashboard to resume saved work.
Applications
Start, save, submit, and track your application.
- How do I start or resume an application?Select Get started on a Visa Type. After sign-in, Atelix resumes an open application for the same Visa Type or asks you to confirm a new one.
- How do I save applicant details?Open the Application section in your dashboard, enter the requested facts, and save. Review the saved values before you confirm and submit.
- What do the application steps mean?The dashboard shows seven steps from selection and preparation through government review and the final outcome. A planning date is an estimate, and a step is complete only when its actual work is recorded.
Documents
Prepare files and understand review outcomes.
- Where do I find my document checklist?Open Documents in the dashboard for the selected application. The checklist reflects its Visa Type and may change when applicant facts or published preparation rules change.
- How do I upload application documents?Open a document item, select Upload or Add files, and save PDF, JPEG, or PNG files. Each file can be up to 10 MB; the current workspace supports multiple files for one requirement.
- Can I replace or remove an uploaded document?While the application is editable, open the document workspace to replace a saved file or remove it. Historical versions may remain for review and audit.
Fees and payments
Understand estimates, quotes, Checkout, and refunds.
- What fees does Atelix show?Public Visa Type pages separate the government fee from the Atelix service fee and show a total where a supported estimate is available. The approved quote controls what can be paid.
- When can I receive a payable quote?A payable quote requires published rules, a reviewed government charge, and staff approval for the selected application and tier. Until then, the dashboard may show a pending estimate.
- How do I complete Checkout?Use the Checkout action attached to an approved quote. Return to the dashboard afterward and wait for the payment status to update from the payment provider’s confirmed event.
Support and privacy
Find case support and learn how your information is handled.
- How do I ask my case manager a question?In an application, use the message icon or Ask your case manager to open the same private Atelix Support inquiry. Your messages remain in the case thread.
- Can I attach a file to an Atelix Support inquiry?Yes. The case inquiry composer accepts PDF, JPEG, and PNG attachments up to 10 MB. Attachments stay private and are separate from the application document checklist.
- How does Atelix handle my documents?Application documents and inquiry attachments are stored privately. Access depends on your account and staff role, and retention and processing details are set out in the Privacy Policy.