Frequently Asked Legal and Policy Questions
We match your withdrawal request against your account profile, check your DANA, OVO, GoPay or QRIS account holder name, and confirm the amount is in your balance. For withdrawals over 5 million rupiah, we may request photo ID or a recent bank statement.
Contact our support team immediately via live chat or email with your transaction ID. We investigate within 48 hours, cross-check with your payment provider's records, and either reverse or confirm the transaction. We keep a full log of the dispute.
Yes. Open your account, go to Settings > Privacy & Legal, and click Download My Data. We compile your account history, deposit and withdrawal records, and all personal information we hold, and deliver it as a file within 14 days.
We retain your data for seven years after account closure to comply with financial and tax regulations in the regions where we operate. After seven years, all personal information is securely deleted from our servers.
We only share your information with payment providers like DANA, OVO, GoPay and QRIS to process your transactions, and with regulators if required by law. We never sell or rent your data to marketers or data brokers.
You can unsubscribe from promotional emails in one click at the bottom of any email, or disable them in your account Settings > Notifications. You will still receive account security alerts and withdrawal confirmations.
Your account and transaction data are stored on secure servers in the region where you registered. We maintain encrypted backups in a separate facility to protect against data loss. Backups are not accessible to you and are used only for recovery.
