SAPA Pegadaian is an Android application that offers assistance and transaction services for both Pegadaian customers and non-customers. With this app, users can access all of Pegadaian's contact center channels to handle complaints and get information in real-time. SAPA Pegadaian can be accessed by two types of users: User Login and User Non-Login. User Login can use all the features available in SAPA Pegadaian, while User Non-Login can only use four main features: voice call, video call, live chat (WhatsApp), and email.

The voice call feature is a free voice service that can be used by customers and non-customers to get the information needed or to solve problems. The video call feature is similar, but with a visual component. Live chat (WhatsApp) connects users directly to Pegadaian's official WhatsApp contact, where a specialized agent will solve problems or provide information. The email feature connects users directly to Pegadaian's official customer care email. Finally, the social media feature connects users directly to Pegadaian's official social media accounts (Facebook, YouTube, Twitter, and Instagram) to solve problems or provide information. With SAPA Pegadaian, customers can also track their complaint tickets' progress. Additionally, registered customers can access transaction features through the app.