Frequently Asked Questions About Legal Terms and Access
Your account remains accessible as long as you comply with our terms. If there's no activity for two years, we may close it and return outstanding balance to your registered payment method. You'll receive email notice before closure. Data is retained per our seven-year retention policy.
Yes. Contact our account security team via Support and select Data Access Request. Provide your account email and government ID. We'll compile your data within 14 days and send a secure download link. This includes transactions, identity records and device logs.
You'll need a valid government-issued ID (passport, national ID or driver's license) and proof of your current address (utility bill or bank statement dated within three months). Upload both during your first withdrawal. Processing takes 1–2 hours during business days in Surabaya and Bandung timezone.
Yes. We use tokenization to store payment references, not actual account numbers. Each transaction is encrypted and verified with your payment provider before it's posted to your wallet. Failed transactions are logged and never charged.
We retain full account, transaction and identity records for seven years after your account closes. This covers regulatory, tax and dispute-resolution requirements. You cannot request deletion until that period expires, and then only where local law permits.
Go to Support > Account Security immediately. Change your password, enable two-factor authentication if available, and report the incident. Our security team will review login history and lock your account if suspicious activity is detected. Contact us within 24 hours for fastest response.
Yes. Navigate to Settings > Account > Close Account and confirm. Any balance will be returned to your registered DANA, OVO, GoPay or QRIS account within five business days. Once closed, you cannot reopen the same account; you'll need to create a new one.
