About Crypto


<ul class="wp-block-list">
<li><a href="#balancenotincreasing" target="_blank" rel="noreferrer noopener">I sent crypto from another wallet/exchange to Pintu, but my balance hasn&#8217;t increased. What should I do?</a></li>



<li><a href="#cantreceive" target="_blank" rel="noreferrer noopener">Why can&#8217;t I receive crypto assets from other Pintu users?</a></li>



<li><a href="#minedassets" target="_blank" rel="noreferrer noopener">Can I send mined assets to Pintu?</a></li>
</ul>



<h3 class="wp-block-heading" id="balancenotincreasing">I sent crypto from another wallet/exchange to Pintu, but my balance hasn&#8217;t increased. What should I do?</h3>



<p>Blockchain transactions need time to settle — around 30 minutes for BTC, 5–10 minutes for other assets.</p>



<p>If it&#8217;s taken longer than that, contact support with the transaction ID, trackable on a blockchain explorer.</p>



<h3 class="wp-block-heading" id="cantreceive">Why can&#8217;t I receive crypto assets from other Pintu users?</h3>



<p>This usually happens because you haven&#8217;t activated the wallet for the asset you want to receive.</p>



<ol class="wp-block-list">
<li>Activate the wallet by tapping <strong>Receive</strong> from the Home page or the asset&#8217;s page.</li>



<li>If it still fails, report it to Customer Support with the sender&#8217;s Transaction ID and your registered email.</li>
</ol>



<h3 class="wp-block-heading" id="minedassets">Can I send mined assets to Pintu?</h3>



<p>Yes, as long as that asset is available on Pintu. Make sure you send to the wallet address matching the one shown in Pintu — sending to the wrong address can permanently lose the asset.</p>






Why Haven’t My Crypto Assets Been Received at Pintu?


<ul class="wp-block-list">
<li><a href="#receivecryptootherwallet" target="_blank" rel="noreferrer noopener">How do I receive crypto from another wallet?</a></li>



<li><a href="#receiverupiahidrt" target="_blank" rel="noreferrer noopener">How do I receive Rupiah as IDRT?</a></li>



<li><a href="#erc20other" target="_blank" rel="noreferrer noopener">Can I receive ERC20 assets other than those listed on Pintu?</a></li>



<li><a href="#sameaddress" target="_blank" rel="noreferrer noopener">Do crypto assets on the same blockchain platform share the same address?</a></li>
</ul>



<h3 class="wp-block-heading" id="receivecryptootherwallet">How do I receive crypto from another wallet?</h3>



<ol class="wp-block-list">
<li>Go to the <strong>Wallet</strong> menu, select the crypto asset you want to receive.</li>



<li>Tap <strong>Receive</strong>.</li>



<li>Get your username (for other Pintu users), or wallet address (for blockchain — make sure the sender uses the same network).</li>



<li>Tap <strong>Share</strong> or <strong>Copy</strong> to send it to the sender.</li>
</ol>



<p>Make sure the sender enters the address matching your Receive page — mistakes can permanently lose the asset. Wallet addresses can change anytime, so always check before sharing.</p>



<h3 class="wp-block-heading" id="receiverupiahidrt">How do I receive Rupiah as IDRT?</h3>



<p>You can receive IDRT from various blockchain networks — Pintu automatically converts it into Rupiah balance.</p>



<ol class="wp-block-list">
<li>Tap the <strong>Receive</strong> button on the Rupiah card on the Home page, or in the Rupiah wallet.</li>



<li>Select the same blockchain network as the sender&#8217;s: Ethereum for IDRT (ERC-20), Binance Chain for IDRTB (BEP-2), or Luniverse for IDRTL.</li>



<li>Copy the wallet address (or QR code) shown, and give it to the sender.</li>



<li>Make sure the sender includes a MEMO if sending via Binance Chain.</li>
</ol>



<p>You&#8217;ll get a notification once the transaction arrives. Selecting a different network than the sender&#8217;s will permanently lose the IDRT sent.</p>



<h3 class="wp-block-heading" id="erc20other">Can I receive ERC20 assets other than those listed on Pintu?</h3>



<p>No, you can&#8217;t. Only send assets to the address matching its name — for example, don&#8217;t send USDT to an ETH address, to avoid failed transactions.</p>



<h3 class="wp-block-heading" id="sameaddress">Do crypto assets on the same blockchain platform share the same address?</h3>



<p>Currently yes (for example, IDRT, USDT, ETH which are all on ERC20), but Pintu doesn&#8217;t guarantee this will always be the case.</p>



<p>Always check the latest address matching the crypto you&#8217;re receiving.</p>


Wallet Addresses When Receiving Crypto Assets at Pintu


<ul class="wp-block-list">
<li><a href="#howtosend" target="_blank" rel="noreferrer noopener">How do I send crypto assets?</a></li>



<li><a href="#expensivefee" target="_blank" rel="noreferrer noopener">Why is the fee to send crypto to other exchanges expensive?</a></li>



<li><a href="#minimumsend" target="_blank" rel="noreferrer noopener">Is there a minimum amount for sending crypto assets?</a></li>
</ul>



<h3 class="wp-block-heading" id="howtosend">How do I send crypto assets?</h3>



<ol class="wp-block-list">
<li>Open the <strong>Wallet</strong> menu, tap the asset you want to send.</li>



<li>Tap <strong>Withdraw</strong>.</li>



<li>Enter the recipient&#8217;s username (for other Pintu users), or wallet address (for blockchain).</li>



<li>Select the appropriate <strong>Blockchain Network</strong>.</li>



<li>Fill in the recipient&#8217;s name and address, matching their ID/Passport.</li>



<li>Enter the amount, review the details, then tap <strong>Send Now</strong>.</li>
</ol>



<p>You&#8217;ll get a notification once the transfer is successful.</p>



<p>Important notes: sending to other Pintu users is free. Sending to the blockchain incurs a fee based on mining requirements, paid to the miner — not Pintu. Make sure the address and network are correct, since crypto transactions can&#8217;t be canceled.</p>



<h3 class="wp-block-heading" id="expensivefee">Why is the fee to send crypto to other exchanges expensive?</h3>



<p>The fee to send crypto adjusts to the gas fee required by the blockchain, and goes to the miner — not Pintu.</p>



<p>The busier the blockchain network, the higher the fee needed to get your transaction processed faster. This fee is flat per transaction, regardless of the token amount sent.</p>



<h3 class="wp-block-heading" id="minimumsend">Is there a minimum amount for sending crypto assets?</h3>



<p>There&#8217;s no minimum amount for sending crypto assets.</p>



<p>However, make sure the amount you send is larger than the sending fee, to avoid transaction issues.</p>






How to Send Crypto Assets & Fees at Pintu


<ul class="wp-block-list">
<li><a href="#wrongaddress" target="_blank" rel="noreferrer noopener">If I sent crypto assets to the wrong wallet address, can I get them back?</a></li>



<li><a href="#sendingerror" target="_blank" rel="noreferrer noopener">What should I do if I get an error message when sending crypto assets outside Pintu?</a></li>



<li><a href="#notreceived" target="_blank" rel="noreferrer noopener">What should I do when the crypto assets I sent aren&#8217;t received by the destination wallet?</a></li>
</ul>



<h3 class="wp-block-heading" id="wrongaddress">If I sent crypto assets to the wrong wallet address, can I get them back?</h3>



<p>Pintu can&#8217;t help recover crypto assets already sent to the wrong address. Crypto transfers are final.</p>



<p>Because of this, always double-check the destination address matches the recipient&#8217;s exactly before sending.</p>



<h3 class="wp-block-heading" id="sendingerror">What should I do if I get an error message when sending crypto assets outside Pintu?</h3>



<p>This is usually caused by one of two things:</p>



<p><strong>New device</strong> — if you&#8217;ve just moved your account to a new device, Pintu&#8217;s security feature restricts sending for the first 48 hours as a preventive measure. Try again once the waiting period ends.</p>



<p><strong>Active VPN or TOR</strong> — this connection can disrupt transaction stability. Make sure it&#8217;s disabled before trying again.</p>



<p>If you still get an error after checking both, contact Customer Support with a screenshot of the error, via <strong>Account → Chat Support</strong>.</p>



<h3 class="wp-block-heading" id="notreceived">What should I do when the crypto assets I sent aren&#8217;t received by the destination wallet?</h3>



<p>Blockchain transactions take time: around 30 minutes for Bitcoin, 5–10 minutes for other assets.</p>



<p>If it&#8217;s taken longer than that, check the status on a Blockchain Explorer:</p>



<ol class="wp-block-list">
<li>Go to the <strong>Wallet</strong> page, select the asset.</li>



<li>Tap the transaction you want to check on the Transaction Detail page.</li>



<li>Tap <strong>Show on Block Explorer</strong>.</li>
</ol>



<p>If the transaction is marked <strong>invalid</strong>, contact Customer Support with your Pintu ID, Pintu Transaction ID, blockchain Transaction ID, and a screenshot of the Transaction Detail page.</p>



<p>If the transaction is <strong>valid but hasn&#8217;t arrived</strong> at the recipient&#8217;s wallet, check with the recipient&#8217;s wallet provider.</p>


Failed to Send Crypto Assets at Pintu: Causes & Solutions


<ul class="wp-block-list">
<li><a href="#viewwalletaddress" target="_blank" rel="noreferrer noopener">How do I view my wallet address at Pintu?</a></li>



<li><a href="#addressdiffers" target="_blank" rel="noreferrer noopener">Why does my wallet address differ between sending and receiving when checked on a blockchain explorer?</a></li>



<li><a href="#addaddressbook" target="_blank" rel="noreferrer noopener">How do I add a wallet address to my Addressbook?</a></li>



<li><a href="#txidhash" target="_blank" rel="noreferrer noopener">How do I find my transaction ID and hash?</a></li>
</ul>



<h3 class="wp-block-heading" id="viewwalletaddress">How do I view my wallet address at Pintu?</h3>



<ol class="wp-block-list">
<li>Tap <strong>Wallet</strong>.</li>



<li>Tap the crypto asset you want to send/receive.</li>



<li>Tap <strong>Receive</strong>, then tap <strong>Wallet Address</strong>.</li>



<li>Select the blockchain network whose address you want to view.</li>



<li>Tap the copy icon to copy the wallet address and memo.</li>
</ol>



<p>⚠️ Each blockchain network has a different wallet address and memo. Assets are permanently lost if the address or memo is wrong.</p>



<h3 class="wp-block-heading" id="addressdiffers">Why does my wallet address differ between sending and receiving when checked on a blockchain explorer?</h3>



<p>Because Pintu uses a centralized wallet system, meaning Pintu manages your asset allocation.</p>



<p>Always check your receiving address before transacting, since it can change at any time.</p>



<h3 class="wp-block-heading" id="addaddressbook">How do I add a wallet address to my Addressbook?</h3>



<p>There are 2 ways:</p>



<ol class="wp-block-list">
<li>Save the wallet address after you finish sending a crypto asset.</li>



<li>Add manually: tap <strong>Account</strong>, then tap <strong>My Addressbook</strong>, then tap <strong>Add New Address</strong>.</li>
</ol>



<p>You can add addresses for other Pintu users, as well as other wallets/exchanges.</p>



<h3 class="wp-block-heading" id="txidhash">How do I find my transaction ID and hash?</h3>



<ol class="wp-block-list">
<li>Go to the <strong>Wallet</strong> page.</li>



<li>Tap the hourglass icon in the top right corner (Transaction History).</li>



<li>Tap the transaction you want to view details for.</li>



<li>The Transaction ID and hash are on the Transaction Detail page.</li>
</ol>






Wallet Addresses & Transaction History at Pintu


<ul class="wp-block-list">
<li><strong><a href="#what">What Is a Gas Fee / Blockchain Fee?</a></strong></li>



<li><strong><a href="#how">How Much Is the Gas Fee for Sending Crypto on Pintu?</a></strong></li>



<li><strong><a href="#do">Do You Need a Native Coin for the Gas Fee?</a></strong></li>



<li><strong><a href="#are">Are Failed Transactions Still Charged a Blockchain Fee?</a></strong></li>
</ul>



<p>When you send crypto outside Pintu, you&#8217;re charged a network fee called a gas fee or blockchain fee. This guide explains what that fee is, how much it costs, why you don&#8217;t need a native coin, and whether failed transactions are still charged.</p>



<h3 class="wp-block-heading" id="what">1. What Is a Gas Fee / Blockchain Fee?</h3>



<p>A blockchain fee is a fee paid to network operators (validators) who confirm transactions on the blockchain. This fee is also known as a gas fee.</p>



<p>The fee is paid to validators, not to Pintu. Its size adjusts to network conditions, so it can change at any time. The busier the network, the higher the fee needed to prioritize your transaction.</p>



<h3 class="wp-block-heading" id="how">2. How Much Is the Gas Fee for Sending Crypto on Pintu?</h3>



<p>Sending crypto to fellow Pintu users is free. Sending crypto outside Pintu incurs a gas fee based on what the destination blockchain requires.</p>



<p>To see the current gas fee:</p>



<ol class="wp-block-list">
<li>Open <strong>Wallet</strong>, then select the crypto asset you want to send.</li>



<li>Tap <strong>Send</strong>, choose the recipient&#8217;s address, then set the send amount.</li>



<li>Tap <strong>Next</strong>.</li>



<li>Check the <strong>Blockchain Fee</strong> on the confirmation page.</li>
</ol>



<p>You can also send the message &#8220;/fee&#8221; in the Pintu Telegram group, or visit pintu.co.id/fees.</p>



<h3 class="wp-block-heading" id="do">3. Do You Need a Native Coin for the Gas Fee?</h3>



<p>No. Sending tokens in the Pintu app doesn&#8217;t require a native coin as a gas fee.</p>



<p>Pintu automatically converts your transaction&#8217;s gas fee into the asset you want to send, making the process simpler. For example, when sending IDRT or USDT, you don&#8217;t need ETH because the gas fee is automatically converted into IDRT or USDT by Pintu.</p>



<h3 class="wp-block-heading" id="are">4. Are Failed Transactions Still Charged a Blockchain Fee?</h3>



<p>Yes, you&#8217;re still charged a blockchain fee. Validators need to confirm the transaction on the blockchain, whether it succeeds or fails.</p>



<p>This blockchain fee can&#8217;t be refunded. It&#8217;s a payment to the validators who finalize and validate transactions on the blockchain.</p>



<p>For example, on the Ethereum network you still pay a gas fee for the computation performed when transacting, interacting with a smart contract, or doing other activities on the blockchain.</p>






Understanding Gas Fees, Blockchain Fees, & Why Transactions Need Native Coins


<p><strong>Minimum Confirmed Block</strong> refers to the minimum number of blocks that must be added to the blockchain after your transaction is sent for it to be considered valid and processed by the Pintu app.</p>



<p>The minimum confirmation requirement varies for each blockchain network. You can see the list in the table below:</p>



<figure class="wp-block-table"><table class="has-fixed-layout"><thead><tr><th>No.</th><th>Asset/Network Name</th><th>Minimum Confirmation Block</th></tr></thead><tbody><tr><td>1</td><td>BTC</td><td>1</td></tr><tr><td>2</td><td>POL (Matic)</td><td>100</td></tr><tr><td>3</td><td>ERC20</td><td>15</td></tr><tr><td>4</td><td>SOL</td><td>15</td></tr><tr><td>5</td><td>ETC (Ethereum Classic)</td><td>120</td></tr><tr><td>6</td><td>Others</td><td>30</td></tr></tbody></table></figure>



<p><strong>Note:</strong></p>



<ul class="wp-block-list">
<li>The &#8216;Others&#8217; row acts as a general rule (catch-all), which will be applied if a transaction does not meet any specific network rule for some reason.</li>
</ul>



<ul class="wp-block-list">
<li>Minimum confirmed blocks apply to <strong>both incoming and outgoing transactions</strong> in the Pintu app.</li>
</ul>



<ul class="wp-block-list">
<li>This rule applies <strong>only in the Pintu app</strong>. Other apps may have different minimum confirmation requirements.</li>
</ul>


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