Reference

Legal terms that protect your account

When you open an account with us, your deposits, withdrawals and personal data follow clear legal rules.

Account verification requiredWithdrawal verification activeData encrypted and retained
Explore the Lobby Read FAQ
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REACH OUR TEAM

Contact us with legal questions

Team online

Live chat

Open your account lobby and tap the chat icon in the bottom-right corner. Our support team answers queries about account terms, data requests and withdrawal holds in Indonesian and English, Monday–Sunday 08:00–23:00 WIB.

Email support

Send account-related legal questions to [email protected]. Include your account ID and a clear description of your request. We respond within 24 hours and handle data-access requests and account-closure forms via email.

Phone support

Call our Jakarta office at +62 21 5080 6600 (Monday–Friday, 09:00–18:00 WIB) for urgent account or withdrawal disputes. Have your account number ready and speak to a compliance officer if your query involves data or account closure.

YOUR DATA AND SECURITY

How we protect your legal standing

Account verification

Before any withdrawal, we verify your identity using the phone number and email on file. This matches withdrawal requests to your deposit source and prevents fraud. Verification takes less than 2 minutes and happens once per banking method.

Data encryption

All personal data—name, phone, email, banking details—is encrypted end-to-end when transmitted to our servers. We use TLS 1.3 on all deposit and withdrawal pages. Your password is hashed and never stored in plain text.

Withdrawal holds

Withdrawals via DANA, OVO, GoPay and QRIS typically process within 60 seconds after verification. If a hold is placed (usually under 24 hours), our compliance team emails you the reason and next steps—usually a second identity check or document review.

Data retention

Your account data is kept for the lifetime of your account. After you close your account, we retain transaction records for 12 months for tax and audit compliance, then delete personal details. Depends on local law where you live.

Account closure

You can request account closure anytime via our support form in the Settings menu (tap your avatar in the lobby, select Account, then Closure Request). We process closures within 48 hours and refund any balance to your registered withdrawal method.

Dispute resolution

If you dispute a withdrawal or claim unauthorized access, email [email protected] with your account ID and transaction details. We investigate within 5 business days and restore funds if the dispute is upheld, or explain the transaction in writing.

Your legal questions answered

Yes. Before any withdrawal, we verify your phone and email match your account. On first withdrawal via DANA, OVO, GoPay or QRIS, you'll receive a one-time code via SMS. This takes under 2 minutes and is required by law to prevent fraud and money laundering.

While your account is active, we keep your name, phone, email and banking details for account operations and support. After you close your account, we retain transaction records for 12 months for tax audit, then delete personal information. Depends on local law in your region.

Go to Settings → Account → Closure Request in your lobby, or email [email protected] with your account ID. For data requests, include the specific data you want to access or export. We process closures within 48 hours and refund your balance within 2 business days.

All withdrawal requests use TLS 1.3 encryption from your device to our servers. Your banking details are not stored on our site—we pass them directly to DANA, OVO, GoPay or QRIS via encrypted channels. You never share your PIN or OTP with us.

Holds usually last under 24 hours while we verify your identity. You'll receive an email explaining the reason. If you need to speed this up, contact our compliance team via live chat (Monday–Sunday 08:00–23:00 WIB) or email support with your account ID and the transaction ID.

Yes. Email [email protected] with your account ID, the transaction date, and amount. Include a brief explanation. We investigate within 5 business days. If the dispute is upheld, we restore your funds to the same withdrawal method within 3 business days.

You must be at least 18 years old, hold a valid phone number and email, and be in a region where access is permitted. Where local law permits, you can open one account per person. Duplicate accounts are closed and balances forfeited. All account information must be true and complete at registration.

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