Legal questions we hear most
Account access depends on local law. If you are travelling, you can log in from outside Indonesia as long as your registered phone number and email are current. If your location changes permanently, contact support to update your profile. Withdrawals are processed to the payment method you registered at sign-up, regardless of where you log in from.
Contact support via live chat or email with your account email and a closure request. We process permanent closures within two business days. Your remaining balance is withdrawn to your registered DANA, OVO, GoPay or QRIS account. Transaction history is archived for seven years per local regulation; you cannot reopen the same account.
We retain your name, email, phone and transaction history for seven years after closure to comply with local payment and tax regulations. After that period, personal details are deleted from active systems. You can request early deletion by contacting support, though some data may be kept for legal holds or disputes.
Yes. Email support with your registered account email and request a data export. We send a complete record of your deposits, withdrawals, login history and account settings within three business days. The file includes all transactions tied to DANA, OVO, GoPay and QRIS payments you made through 13 erek.
Contact support immediately via live chat with details of the transaction — amount, date and payment method. We review the withdrawal record against your account ledger and payment processor confirmation. Disputes are resolved within five business days according to local payment regulations. If you believe your account was compromised, report it to support and we will lock your account pending investigation.
No. We do not store your DANA, OVO, GoPay or QRIS credentials. Payments are processed through secure third-party gateways; we receive only confirmation of cleared deposits and withdraw approvals. Your account stores your verified phone and email for login and withdrawal routing, not your payment details.
Go to Account Settings in your dashboard and edit your email and phone number anytime. Changes to your registered name require identity re-verification; contact support with your current details and a new name request. Updates are applied within one business day and do not affect your existing balance or transaction history.
