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Your account, your rights, our responsibility

We keep your account secure and handle your data with care. Our legal framework protects your deposits, withdrawals and personal information across DANA, OVO, GoPay and QRIS transactions.

Data securityAccount verificationWithdrawal protectionSupport access
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nationale pools Your account, your rights, our responsibility
REACH OUR TEAM

How to contact us about legal and account questions

Team online

Live chat

Open your account and access live chat from the lobby. Our team responds to account and legal queries in English and Indonesian during operating hours, seven days a week.

Email support

Send account verification queries, data requests or legal questions to our support address. We aim to reply within 24 hours with details on your request status.

In-account messages

Log into your account and check the messages section for legal notices, policy updates and responses to any data access or security requests you've filed.

ACCOUNT SECURITY

How we keep your account and data safe

Data encryption

All personal information and payment details are encrypted end-to-end. Your DANA, OVO, GoPay and QRIS credentials are never stored in plain text on our servers.

Two-factor verification

When you change your password or request a withdrawal, we send a verification code to your registered email. This step confirms that only you can access your account.

Cookie and tracking

We use cookies to keep you logged in and track your session activity for security. You can manage cookie settings in your browser; blocking them may limit account access.

Withdrawal verification

Before any withdrawal is processed, we verify your identity and confirm the destination payment method matches your account on file. This prevents unauthorised transfers.

Data access requests

You can request a copy of all your personal data, transaction history and account settings. Contact support with your account email and we'll compile a report within 14 days.

Account closure

If you want to close your account, ask support to initiate the closure. We'll securely delete your session data and retain only what local law requires for fraud prevention and tax compliance.

Common legal and account questions

We collect your full name, date of birth, email address, phone number and home address to verify your identity. For deposits and withdrawals, we also record your payment method and transaction amounts. This information is used only to operate your account and comply with local regulations.

You can update your email, phone number and home address from your account settings at any time. Your date of birth and legal name cannot be changed once verified. To request deletion of historical data, contact support; we'll explain what can be removed under local law.

We retain account records, transaction logs and identification documents for up to seven years where local law permits. This covers fraud prevention, tax compliance and dispute resolution. After that period, data is securely destroyed unless a legal hold is in place.

Yes. Payment credentials are encrypted and stored separately from your account profile. We never store your card PIN or security code. All transactions are logged but your full payment numbers are masked in your account history for your protection.

Contact support immediately with details of the suspicious activity. We'll freeze your account, review transaction logs and work with you to recover any unauthorised deposits or withdrawals. Two-factor verification will be reactivated to secure your account.

No. Your personal information is never sold or shared with marketing partners. We may share data with payment processors to complete DANA, OVO, GoPay and QRIS transactions, and with legal authorities where local law requires it. You can request details about any sharing from our support team.

Your data is stored on secure servers in regions where local law permits. Access is restricted to nationale pools staff and authorised payment partners who handle DANA, OVO, GoPay and QRIS processing. We do not transfer data internationally without your consent, depends on local law.

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