My Account

<ul class="wp-block-list">
<li><a href="#changephonenumber" target="_blank" rel="noreferrer noopener">How do I change my phone number at Pintu?</a></li>



<li><a href="#changeusername" target="_blank" rel="noreferrer noopener">Can I change my Pintu account username?</a></li>



<li><a href="#emailnotreceived" target="_blank" rel="noreferrer noopener">Why didn&#8217;t I receive a verification email?</a></li>



<li><a href="#verificationlink" target="_blank" rel="noreferrer noopener">Why doesn&#8217;t the verification link in my email work?</a></li>



<li><a href="#whatsappcs" target="_blank" rel="noreferrer noopener">Does Pintu have a call center or WhatsApp CS number</a><a href="#legalbasis" target="_blank" rel="noreferrer noopener">?</a></li>



<li><a href="#cs24hours" target="_blank" rel="noreferrer noopener">Is Customer Service available 24 hours?</a></li>



<li><a href="#gethelp" target="_blank" rel="noreferrer noopener">Where can I get help if I run into trouble?</a></li>
</ul>



<h2 class="wp-block-heading" id="changephonenumber">How do I change my phone number at Pintu?</h2>



To change your phone number, follow these steps:



<ol class="wp-block-list">
<li>Open the Pintu app, go to the Account page.</li>



<li>Tap Request Change below your registered phone number.</li>



<li>Fill out the form: new number, reason for change, and supporting documents.</li>



<li>Take a selfie holding the ID used for account verification. Make sure the ID is clear and doesn&#8217;t cover your face.</li>



<li>Tap Continue, or Retake to redo the selfie.</li>
</ol>



Your request is processed within 2 business days. You&#8217;ll get a notification by email and in the Pintu app once done.



If you can&#8217;t log in, follow these steps:



<ol class="wp-block-list">
<li>Select Log in with Google.</li>



<li>Select your registered Google account.</li>



<li>Tap need help? at the bottom.</li>



<li>Select Lost or Change Number.</li>



<li>Enter the required details, then tap Submit Request.</li>
</ol>



Additional notes:



<ul class="wp-block-list">
<li>If you&#8217;ve moved countries, make sure the new number matches your destination country.</li>



<li>If you&#8217;ve lost access to your old number, attach a police lost report.</li>



<li>If you&#8217;ve requested a number change in the last 6–12 months, a new request may not be processed.</li>
</ul>



<h2 class="wp-block-heading" id="changeusername">Can I change my Pintu account username?</h2>



You can change your Pintu account username, but only once from the default username.



<ol class="wp-block-list">
<li>Tap the Account menu at the bottom of the screen.</li>



<li>Tap your name on the card at the top of the screen.</li>



<li>In the username field, tap the Change Username link.</li>
</ol>



<h2 class="wp-block-heading" id="emailnotreceived">Why didn&#8217;t I receive a verification email?</h2>



If you didn&#8217;t receive a verification email, try these steps:



<ol class="wp-block-list">
<li>Make sure the email you entered is correct.</li>



<li>Wait a moment, then refresh the page.</li>



<li>Check your spam folder — email providers sometimes flag it as spam.</li>



<li>Tap Resend Email if you still haven&#8217;t received it.</li>
</ol>



If you still haven&#8217;t received it after these steps, contact Pintu support via Live Chat or email <a href="mailto:help@pintu.co.id">help@pintu.co.id</a>.



<h2 class="wp-block-heading" id="verificationlink">Why doesn&#8217;t the verification link in my email work?</h2>



If the email verification link doesn&#8217;t work, tap Resend Email and try again.



If it still fails after a few tries, contact Pintu support via Live Chat or email <a href="mailto:help@pintu.co.id">help@pintu.co.id</a>.



<h2 class="wp-block-heading" id="whatsappcs">Does Pintu have a call center or WhatsApp CS number?</h2>



No, currently Pintu only serves customers through Live Chat in the Pintu app and email at <a href="mailto:help@pintu.co.id">help@pintu.co.id</a>.



<h2 class="wp-block-heading" id="cs24hours">Is Customer Service available 24 hours?</h2>



Yes. Our Customer Service team is available 24 hours a day.



If you have a question or issue, you can reach us via Live Chat in the Pintu app or email <a href="mailto:help@pintu.co.id">help@pintu.co.id</a>.



<h2 class="wp-block-heading" id="gethelp">Where can I get help if I run into trouble?</h2>



Pintu&#8217;s Customer Success team is ready to help through the app. You can also check step-by-step guides in the Help Center.

Pintu Account Settings & Support: Phone Number, Username, & Email Verification

What is a Beneficial Owner?



A Beneficial Owner is the person who truly owns the funds in an account. They also benefit from the transactions made. This can be someone who:



<ul class="wp-block-list">
<li>Controls the account</li>



<li>Authorises transactions</li>



<li>Is the ultimate beneficiary</li>
</ul>



Even if their name isn&#8217;t on the account, they&#8217;re still the Beneficial Owner. This definition follows POJK No. 8 of 2023 and FATF standards.



Why does Pintu ask this?



It&#8217;s part of the verification required by OJK and PPATK. The goal is to ensure the funds in your account are used lawfully.



Why are you asked for your source of funds?



Your current employment status is homemaker, student, or unemployed. So, Pintu needs to understand where your funds come from. This is not a judgement. It&#8217;s a regulatory requirement for all users with a similar status.



Which sources of funds can you choose?



You can choose one of the following:



<ul class="wp-block-list">
<li>Savings — funds from your personal savings</li>



<li>Inheritance — funds you received from an inheritance</li>



<li>Spouse&#8217;s funds — funds from your husband or wife</li>



<li>Parent or child&#8217;s funds — funds from your parents or children</li>
</ul>



What is a Beneficial Owner declaration?



When you complete this step, you declare: &#8220;I am the Beneficial Owner of this account.&#8221; This statement is called a Beneficial Owner declaration. It is required by Indonesian financial regulations.



What if the funds aren&#8217;t yours?



Pintu can only be used to manage your own funds. If the funds fully belong to someone else, you can&#8217;t continue creating an account.



Is this information safe?



Yes. Your information is stored safely and securely. It&#8217;s only used for regulatory compliance, in line with Pintu&#8217;s Privacy Policy.

Beneficial Owner Information

As of November 2022, the value chart shows data from the last 6 months first. If your investment period goes beyond 1 year, the value chart will show the option to view data from the last 1 year.

Can I view the value chart from earlier period than just the last 6 months?

If the owner of a Pintu account dies, heirs/family can contact our Customer Support team to claim the account and assets stored on Pintu.

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