Your Policy and Account Rights Questions
When you request account closure through Settings > Legal & Account, your active balance is paid out to your registered wallet (DANA, OVO, GoPay or QRIS) within one business day. Your transaction history remains accessible for seven years for dispute resolution. Personal data is deleted unless local law requires us to retain it.
We retain all transaction records for seven years to comply with local audit and dispute-resolution requirements. You can download your full statement anytime from Account Settings > Statements. This includes every DANA, OVO, GoPay and QRIS transfer with timestamps and amounts.
Yes. DANA and OVO transfers are encrypted end-to-end before they reach our system. We never store your wallet password or PIN. Only the transaction amount and confirmation code are logged. Your payment details stay with DANA, OVO, GoPay or QRIS; we see only the successful or failed transfer result.
Absolutely. Email our legal support team with your account number and request a data export. We'll send you a file containing your registration details, transaction history, login log and any correspondence within ten business days, where local law permits.
Account access and eligibility depend on local law in your region. Where local law permits our services, you can open an account, deposit via DANA, OVO, GoPay or QRIS, and withdraw your balance. If your region's law changes or restricts access, we will notify you and help you close your account and retrieve funds.
Every withdrawal requires a secondary verification code sent to your registered phone number. You must confirm the destination wallet (DANA, OVO, GoPay or QRIS) and amount before the transfer leaves our system. Login attempts from new devices trigger a security email; you can block unrecognized access immediately from Account Settings.
Use live chat for quick replies, or email our legal support team for formal disputes. Include your account number, the transaction date and the issue details. We aim to respond within two business days and resolve most disputes within seven business days.
