Frequently Asked Legal Questions
When you close your account, your balance is paid out to your registered payment method (DANA, OVO, GoPay, QRIS or bank account). Your transaction history and identity verification records are retained for 12 months for dispute resolution and regulatory compliance. You may reopen an account after closure, subject to our terms.
Log into your account, navigate to Settings > Privacy & Data, and select 'Download My Data' or 'Request Deletion'. You can also email our support team with your account username and ID. Requests are processed within 30 days where local law permits. Deletion is permanent and cannot be reversed.
Yes. Your payment details are never stored on our servers. Each transaction is processed through your payment provider's secure gateway. We use PCI-compliant protocols and do not retain card or wallet data after the transaction is complete. Your payment provider handles all credential security.
Identity verification is required by local financial regulations in Indonesia to prevent fraud and money laundering. We collect your name, ID number, and document proof before your first withdrawal. Verification is one-time and protects both your account and our compliance obligations.
Yes. If you believe a transaction was unauthorized or incorrect, contact our support team within 60 days of the transaction with your transaction ID and reason. We will investigate and escalate to your payment provider (DANA, OVO, GoPay, QRIS or bank) if required. Chargeback requests are documented and reviewed within 5 business days.
We retain your transaction history and account statements for 24 months from the date of each transaction. Account closure records are retained for 12 months. You can download your full statement anytime from your account settings. After retention periods expire, records are deleted securely.
Change your password immediately and contact our support team via live chat or email. Provide your username and the date you noticed the issue. We will review your account activity, reset your session, and verify your identity. Where local law permits, we may investigate and refund unauthorized transactions.
