Frequently Asked Questions About Terms and Conditions
Violations such as using multiple accounts, depositing funds from unauthorised sources, or exploiting system errors may result in account suspension or permanent closure. Your wallet balance is frozen pending investigation. We notify you by email within 24 hours with details of the breach and next steps for appeal.
No; the terms are non-negotiable and apply uniformly to all accounts. However, you can request clarification or dispute interpretation through our support team. If you disagree fundamentally with a term, you can close your account and withdraw your funds without penalty.
Withdrawals are processed back to the original payment method (DANA, OVO, GoPay, QRIS or bank transfer). Verification of your identity and payment details may be required for amounts over Rp 5,000,000. Processing typically takes 1–3 business hours after approval.
An account inactive for 12 months is flagged as dormant. We send email reminders at months 6 and 11. After 12 months, your account is suspended but not deleted; funds remain secured. You can reactivate by logging in and confirming your details.
A full Indonesian-language summary of our key policies is available in Account Settings > Legal Documents > Ringkasan Kebijakan. The English version is the authoritative source for disputes, but the summary helps clarify your rights and responsibilities.
Report discrepancies to live chat support or email support immediately with your account number, transaction ID and description of the error. We investigate within 48 hours and adjust your balance if our records confirm the mistake.
File a formal complaint through Settings > Disputes & Complaints, or contact live chat. Your complaint is reviewed by our compliance team within five business days. If you remain unsatisfied, escalation to our external ombudsman partner is available at no cost.
