Security

<ul class="wp-block-list">
<li><a href="#privatekey" target="_blank" rel="noreferrer noopener">Do Pintu users hold their Private Key?</a></li>



<li><a href="#fingerprint" target="_blank" rel="noreferrer noopener">How do I enable Fingerprint or Face ID?</a></li>



<li><a href="#gantipin" target="_blank" rel="noreferrer noopener">How do I change my PIN?</a></li>



<li><a href="#gantipassword" target="_blank" rel="noreferrer noopener">How do I change my account password?</a></li>



<li><a href="#pinsalah" target="_blank" rel="noreferrer noopener">Why is my login PIN always wrong?</a></li>



<li><a href="#pulihakun" target="_blank" rel="noreferrer noopener">How do I recover my account if my device is lost?</a></li>
</ul>



<h3 class="wp-block-heading" id="privatekey">Do Pintu users hold their Private Key?</h3>



Pintu is a custodial crypto exchange. This means Pintu holds custody of your private key.



Because of this, Pintu doesn&#8217;t share private keys with users.



<h3 class="wp-block-heading" id="fingerprint">How do I enable Fingerprint or Face ID?</h3>



You can turn on fingerprint or face scan as extra security:



<ol class="wp-block-list">
<li>Open the Account menu, then tap Account Security.</li>



<li>Tap Use Fingerprint / Face ID to enable it.</li>
</ol>



<h3 class="wp-block-heading" id="gantipin">How do I change my PIN?</h3>



You can change your Pintu account PIN anytime:



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



<li>Select Account Security.</li>



<li>Select Change PIN Number.</li>



<li>Enter your old PIN.</li>



<li>Create a new PIN.</li>



<li>Re-enter your PIN to confirm.</li>
</ol>



Your new PIN is active right after this.



<h3 class="wp-block-heading" id="gantipassword">How do I change my account password?</h3>



You can change your password anytime:



<ol class="wp-block-list">
<li>Tap Account, then select Account Security.</li>



<li>Tap Change Password.</li>



<li>Check the email we send you.</li>



<li>Tap Change Password in that email.</li>



<li>Return to the app and enter your new password.</li>



<li>Enter the OTP code to confirm.</li>
</ol>



<h3 class="wp-block-heading" id="pinsalah">Why is my login PIN always wrong?</h3>



Make sure the PIN you enter matches your Pintu app PIN.



This PIN differs from your ATM card PIN or other apps.



<h3 class="wp-block-heading" id="pulihakun">How do I recover my account if my device is lost?</h3>



If your phone is lost or the Pintu app is deleted, you can still log back in:



<ul class="wp-block-list">
<li>Phone number still active — log in with a new device/app as usual.</li>



<li>Number lost with your device — recover your number through your provider.</li>



<li>Number can&#8217;t be recovered — contact Pintu Customer Support to change your account number.</li>
</ul>

Pintu Account Security: PIN, Password, Biometrics, & Account Recovery

<ul class="wp-block-list">
<li><a href="#aktif">How to Activate Google Authenticator</a></li>



<li><a href="#ganti">How to Change Google Authenticator</a></li>



<li><a href="#recover">How to Recover Your Account If You Lose Google Authenticator&#8217;</a>
<ul class="wp-block-list">
<li><a href="#keycode">If you still have your key code</a></li>



<li><a href="#hilang">If you don&#8217;t have your key code</a></li>
</ul>
</li>



<li><a href="#invalidcode">Fixing the &#8220;Invalid Code&#8221; Message</a>
<ul class="wp-block-list">
<li><a href="#android">For Android users</a></li>



<li><a href="#ios">For iOS users</a></li>
</ul>
</li>
</ul>



Your Pintu account security is protected by two-factor authentication (2FA) via Google Authenticator. This guide covers how to activate, change, recover, and fix invalid codes.



<h3 class="wp-block-heading" id="aktif">1. How to Activate Google Authenticator</h3>



<ol class="wp-block-list">
<li>On the Pintu app Home page, tap the Account menu at the bottom right.</li>



<li>Tap the Account Security menu.</li>



<li>Select the Google Authenticator menu.</li>



<li>Tap the Activate Google Authenticator button.</li>



<li>If you don&#8217;t have it yet, download the Google Authenticator app first.</li>



<li>Connect using one of these three ways:
<ul class="wp-block-list">
<li>Scan the QR code with your device.</li>



<li>Copy the code available in Google Authenticator.</li>



<li>Tap the Connect button directly.</li>
</ul>
</li>
</ol>



Important notes:



<ul class="wp-block-list">
<li>Don&#8217;t delete the Google Authenticator app once connected. Without it, you can&#8217;t log in to Pintu.</li>



<li>Keep your recovery code safe and never share it. For extra security, store it on a medium that can&#8217;t be hacked, such as paper.</li>
</ul>



<h3 class="wp-block-heading" id="ganti">2. How to Change Google Authenticator</h3>



<ol class="wp-block-list">
<li>Open the Pintu app, then tap Profile.</li>



<li>Under the Account section, tap Security.</li>



<li>Tap Google Authenticator, then Deactivate Google Authenticator.</li>



<li>Enter the old code from your Google Authenticator app to confirm deactivation.</li>



<li>Return to Profile, then tap Activate on Google Authenticator.</li>



<li>Enter the OTP code sent via WhatsApp or SMS.</li>



<li>Copy the new Google Authenticator code.</li>



<li>In the Google Authenticator app, paste the code into the Your Key field, then tap Add.</li>
</ol>



Done. Your new Google Authenticator (2FA) is now connected.



<h3 class="wp-block-heading" id="recover">3. How to Recover Your Account If You Lose Google Authenticator</h3>



If you lose your device or accidentally delete the app, the recovery method depends on whether you still have your key code.



<h4 class="wp-block-heading" id="keycode">If you still have your key code</h4>



You can use the key code directly on a new device or app, by entering the setup key manually:



<ol class="wp-block-list">
<li>Open the Google Authenticator app, then tap the add (+) icon.</li>



<li>Select Enter a setup key.</li>



<li>Fill in the app name in the Account name field.</li>



<li>Enter the key code in the Your Key field.</li>



<li>Select Time based for the Type of key, then tap Add.</li>
</ol>



Once successful, you&#8217;ll get a 6-digit code for logging in or sending crypto assets.



<h4 class="wp-block-heading" id="hilang">If you don&#8217;t have your key code</h4>



You&#8217;ll need to request a Google Authenticator reset from the Customer Support team. Email us from the same address as your Pintu account at [email protected], including:



<ol class="wp-block-list">
<li>Full name registered on your Pintu account.</li>



<li>Email registered on your Pintu account.</li>



<li>Phone number registered on your Pintu account.</li>



<li>The reason you lost your key code or need a Google Authenticator reset.</li>
</ol>



For security reasons, you can&#8217;t send crypto to other users or wallets for 48 hours after the reset request is processed.



<h3 class="wp-block-heading" id="invalid">4. Fixing the &#8220;Invalid Code&#8221; Message</h3>



The &#8220;Invalid code&#8221; message usually appears for two reasons:



<ol class="wp-block-list">
<li>The authentication code you entered has expired, or</li>



<li>Your device&#8217;s time setting differs from the Google Authenticator app.</li>
</ol>



To fix it, set your device&#8217;s time to automatic.



For Android users:



<ol class="wp-block-list">
<li>Open the Settings app.</li>



<li>Go to the Date &amp; Time menu.</li>



<li>Enable Use network-provided time.</li>
</ol>



For iOS users:



<ol class="wp-block-list">
<li>Open the Settings app.</li>



<li>Go to the General menu.</li>



<li>Open Date &amp; Time, then turn on the Set Automatically toggle.</li>
</ol>

Google Authenticator (2FA) Guide: Activation, Account Recovery, & Invalid Code Solutions

You need an OTP code to verify your phone number and log in to the Pintu app. If you run into OTP issues, find the solution by category below.



<h3 class="wp-block-heading">1. OTP not received via SMS or WhatsApp</h3>



Follow these steps:



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



<li>Wait a moment for the OTP code to arrive.</li>



<li>Tap Resend OTP if you haven&#8217;t received the code.</li>



<li>If it still fails, choose another channel (WhatsApp or SMS) to send the code.</li>
</ol>



Also make sure:



<ul class="wp-block-list">
<li>Your phone&#8217;s SMS inbox is not full.</li>



<li>Your phone network is active with a strong signal when the OTP is sent.</li>
</ul>



<h3 class="wp-block-heading">2. OTP code keeps showing as incorrect</h3>



Make sure the OTP code you entered is correct. If it keeps failing, please contact the Pintu support team.



<h3 class="wp-block-heading">3. OTP request limit for login</h3>



You can request an OTP via SMS/WhatsApp up to six times. After six failed attempts, you need to wait 120 minutes before trying again.

OTP (One-Time Password) Troubleshooting Center

The transactions you make at Pintu are guaranteed to be safe. Here are some things you need to know regarding the safety of transactions at Pintu:
1. Pintu is officially registered and supervised by the OJK and the Ministry of Communication and Information (Kominfo).
2. Pintu uses Fireblock as its wallet,  so that crypto assets on Pintu are ensured to be safe.
3. Pintu is ISO 27001 certified, which means Pintu has met the information security management system standards issued by ISO.
4. Pintu app also provides additional security features such as OTP, fingerprint/face scan, and 2FA (Google Authenticator).
If something unexpected happens, Pintu will immediately notify users so that you can withdraw your balance to the bank or to another wallet. Pintu also complies with its obligations to users in accordance with government regulations, with reference to the applicable Pintu Terms &amp; Conditions.

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