Common legal and account questions
We retain all account records—deposit history, withdrawal records, login activity and profile details—for seven years. After seven years, records are securely destroyed unless a legal hold applies. You may request deletion sooner where local law permits; submit via Account Settings or contact support.
Yes. Go to Account Settings > Legal & Privacy and select 'Request Data Export'. We'll prepare your data in CSV format within 14 days. The export includes your profile, all transactions, login history and communication records. You'll receive a download link via email.
Contact live chat or email support immediately with your account ID. We freeze your account within minutes, review recent withdrawals and login activity, and contact you with next steps. If fraud is confirmed, we reverse unauthorised transactions where possible and help you regain secure access.
Payment details—your DANA, OVO, GoPay or bank account number—are encrypted using SSL technology and stored separately from your account profile. We never share payment data with third parties without your consent. Withdrawal verification confirms the account holder before funds are sent.
Your data is hosted on encrypted servers where local law permits. We do not store copies in countries outside your jurisdiction without your explicit consent. Server locations and security measures are detailed in our full privacy policy accessible from Account Settings.
Open live chat with your transaction ID and describe the issue. If unresolved within 48 hours, escalate via formal dispute form in Account Settings > Legal & Privacy. Dispute resolution depends on local law and your payment provider's terms. Most disputes resolve within 5–10 business days.
Yes, where local law permits. Account closure and data deletion are different processes. Request account closure in Settings > Account > Close Account, and separately request permanent data deletion via Account Settings > Legal & Privacy. Both requests are processed within 14 days; some historical records may be kept for legal compliance.
