Reading Time: 7 minutes

Popular Questions

The KYC verification process is fast and only takes about 10 minutes during working hours (every day, 8:00 – 23:59).

There is no minimum amount to send crypto.

Free of charge between Pintu users!

Transfer fees outside the Pintu will always be adjusted according to the blockchain gas price.

You can withdraw your Rupiah from Pintu instantly at any time in under just 5-10 minutes*

0.5% from total withdrawal amount + Rp 4500 (flat bank fee). This fee is applicable for any of the following withdrawal channels and methods.

(*Exception: withdrawals above Rp 50,000,000 / transaction to banks that are NOT BCA, BNI, BRI, Mandiri, CIMB, and Danamon require 1 working day through the LLG / RTGS system)

You can transfer money from your e-wallet or PPOB to your VA BNI number on the top-up page (just like transferring to a regular bank account).

Your Rupiah balance will be added automatically after the process is complete.

  • If you sent your address on Pintu correctly but forgot to put MEMO, contact our support team and include a transaction ID that can be tracked on the blockchain explorer.
  • If you send to the correct address but you enter the wrong MEMO, we cannot return the asset.

All FAQ by Topics

Account Registration & KYC

To do KYC, you will need your telephone number, ID Card (National ID, Passport, Driver’s License), and your residential address. You can access the KYC menu by clicking on features that require KYC (such as a deposit).

The KYC process requires 10 minutes during working hours (every day, 08.00 – 23.59).

you can use either national ID (KTP), Passport, or driver’s licenses

Telephone number, your ID photo, your selfie photo with ID Card (National ID, Passport, Driver’s License) and your residential address.

If you have this problem, try restarting your application or re-installing your application.

If you still have problems, contact our team through the channel listed in the Help Center.

Yes, you can apply KYC with Passport! Do note that we only process Rupiah withdrawal to Indonesian banks.

My Account

Yes, you can access your Pintu account on many devices.

You can also set which device is being logged in through the settings feature.

Your account can be deleted by contacting our Customer Service.

Make sure you don’t have a balance before deleting your account.

Emails that have been used for deleted accounts cannot be reused.

Yes, you can. Use the same e-mail as the Pintu account to send a request to change your mobile number to [email protected].

In the email, you must include the following documents:

  1. Photo of KTP/SIM/Passport used to register an account
  2. Selfie with KTP/SIM/Passport used to register an account.
  3. Selfie with a handwritten note saying “Please change Pintu phone number to [xxxxxxxx] – [date picture is taken]” on any piece of paper.

Security

Pintu is protected by a Curv.co that uses the Multi-party computation (MPC) method. By using Curv, we can prevent “Private Key single point of failure” so that the crypto at Pintu is very safe.

As a cryptocurrency exchange, Pintu does not provide private keys to users.

Feature 2 FA is under development. Wait for the news!

Buy and Sell Transaction

Pintu does not use an orderbook. Transactions on Pintu is instant, both buying and selling.

There is no fee for each transaction. Pintu applies the final price.

Currently, these are cryptos that can be traded on Pintu:

  • Bitcoin (BTC),
  • Ethereum (ETH),
  • Binance Coin (BNB), and
  • Tether ERC20 (USDT)

Pintu collects the best price reference from various markets and converts into the final price. Prices can change at any time according to market conditions.

The price shown on the home page, on the crypto detail page, and on the wallet page is the middle price (between the crypto market selling and buying price). The final price is shown on the purchase/sale checkout page.

Rupiah Deposit

There is no minimum top-up limit on Pintu.

For the time being, you can top-up via transfer to BNI virtual account.

Free. Pintu does not charge fees for deposit transactions

Top-up on Pintu using an automatic system. Your balance will increase by 5 minutes after the money you transfer enter our system.

Your balance will automatically increase when the money you transfer has entered the virtual account.

If you have waited for the normal time needed (such as using RTGS for top-ups which can take 2-3 business hours), contact CS by entering:

  • the name of the bank account owner used to make the transfer,
  • the bank account number used for the transfer
  • evidence of transfer.

You can transfer money from your e-wallet or PPOB to BNI virtual account number on the top-up page. After the transaction is complete, your balance will automatically increase (like transfer to a regular bank account).

Sorry, you cannot deposit using a credit card at this time.

Make sure your KYC is verified. After verified, contact our support team with a screenshot of the deposit page that does not show your VA account number.

Rupiah Balance Withdrawal

There is no limit to withdrawing Rupiah balances. You can only withdraw to a bank account with your name.

The withdrawal process will only take 5-10 minutes!

(exception: withdrawals above IDR 50,000,000 / transaction to a bank that is NOT BCA, BNI, BRI, Mandiri, CIMB, and Danamon can take 1-2 working days through the LLG / RTGS system. If you still want to make an instant withdrawal, we recommend that you withdraw in several batches under 50 million.

0.5% from total withdrawal amount + Rp 4500 (flat bank fee).

Yes! We will accept rupiah withdrawal requests and process 24 hours / 7 days, including holidays.

No, you can’t. You can only withdraw to a bank registered in Indonesia.

Banks that can be registered are bank accounts registered in Indonesia. The bank account name must be in a personal name (as ID).

Please screenshot the error message and send it to the support team.

Receiving Crypto

Click the wallet menu → click on the crypto you will receive → click accept, there will be your crypto wallet address (along with Memo for each BEP2 asset).

Make sure KYC is verified before opening the wallet address.

CAN NOT. Please only send assets to the address that matches the name. For example: don’t send Tether (USDT) to Ethereum (ETH) addresses to avoid failing to receive assets.

For now it’s the same, but we can’t guarantee the address will stay the same. Make sure to always provide the latest address in accordance with the crypto that will be received.

Yes, BNB or IDRTB requires a memo other than the wallet address as an identifier to receive tokens.

  • If you sent your address on Pintu correctly but forgot to put MEMO, contact our support team and include a transaction ID that can be tracked on the blockchain explorer.
  • If you send to the correct address but you enter the wrong MEMO, we cannot return the asset.
  •  
  • Blockchain transactions require settlement time, make sure to wait for the fair time needed (30 minutes for BTC, 5-10 minutes for other assets).
  • When the time has passed and you haven’t received the crypto, please contact our support team with your transaction ID attached.

Transfer Out Crypto

You don’t need a native token to send crypto. The gas fee will be charged in the form of a token that will be sent in the amount of the gas fee used.

There is no minimum amount to send crypto.

Free of charge between Pintu users!

Transfer fees outside the Pintu will always be adjusted according to the blockchain gas price.

Pintu cannot help you return the crypto assets you’ve sent. Your crypto transaction is irreversible.

Screenshot your error message and contact our support team with a screenshot of the error message attached.

  • Blockchain transactions require settlement time, make sure to wait for the fair time needed (30 minutes for BTC, 5-10 minutes for other assets).
  • When the time has passed, check on the blockchain explorer, whether the transaction has been successful or not by clicking Show in Blockchain Explorer on the transaction details page.
  • If the transaction on the blockchain explorer is invalid, contact our support team with your transaction Pintu ID, blockchain transaction ID, and screenshots of the transaction detail page attached.
  • If the transaction is valid, contact the destination wallet provider address.

About Pintu

Pintu is registered as a Pedagang Fisik Aset Kripto (exchange) at Bappebti with No. 003/BAPPEBTI/CP-AK/02/2020 and registered with KOMINFO with No. 02093/DJAI.PSE/12/2019

Like all crypto exchanges in Indonesia, Pintu is under the BAPPEBTI institution.

The web version is not in the roadmap at this time.