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Open istana2 with clear Legal terms

istana2 sets out its Legal terms before you open an account, including access conditions, identity checks and how policy requests are handled.

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istana2 Open istana2 with clear Legal terms
POLICY CONTACT

Check Legal questions through account support

A clear contact route matters when a Legal question affects your account, wallet record or access status.

Account access Use the account support path when phone verification, an access condition or an eligibility question needs a Legal response. Include the account identifier shown after login so we can connect your request with the correct policy record.
Wallet records For a Legal question about DANA, OVO, GoPay or QRIS, attach the payment receipt reference visible in your account. We can then check whether the record belongs to your account without asking you to send a wallet password.
Policy wording If a clause is unclear, contact us from the policy support route linked in the account area. Tell us which heading concerns you, and we will point you to the relevant rule or explain whether local law affects access.
DATA PRACTICE

Browse how Legal records are handled

Legal clarity also depends on knowing what happens to account information after you submit it. We use account details to verify access, match payment references and respond to policy requests, while security…

Data handling

We use the details attached to your account to check access, support phone verification and connect DANA, QRIS or bank transfer references with the correct account. We do not need your wallet password to investigate a payment record.

Cookies

Cookies can support the sign-in path and remember policy settings in your browser. You can inspect or adjust browser cookie controls, although changing them may affect access to account pages or the Legal notice.

Account security

Keep your sign-in details private and use the account path supplied on our site. Phone verification may be required before access, and we use account details to distinguish a genuine request from an unauthorised change.

Record retention

We retain account, payment-reference and support records for operational and Legal needs described in our policy wording. A retention request can be sent through account support, subject to duties that may apply where local law permits.

Change requests

To request a correction, access copy or removal of personal details, identify the account and specify the requested change. We may ask for verification before acting, because a Legal request must protect the account holder.

Who to contact

Our account support route handles questions about data, cookies, retention and policy access. Include the relevant heading, account identifier and any receipt reference; avoid sending passwords or full wallet credentials in your message.

Find answers about istana2 Legal access

These Legal answers cover the questions you may have before opening an account or asking us to change an account record. We keep the wording practical: access depends on local law, account details must remain accurate and policy requests should come through the account support path. Check the notice itself for the terms that apply to your situation.

Legal access means you may use the service only where local law permits and after meeting the account conditions shown in our notice. You should confirm your own eligibility, provide accurate details and complete phone verification if it is requested before account access.

Phone verification can be required before account access. We use it to connect the account with the correct contact detail and to help distinguish a genuine policy request from an unauthorised attempt. Follow the account prompt and contact support if the check stalls.

DANA and QRIS references may be stored with your account so we can match a payment record to the correct account. If you ask about a transaction, send the receipt reference through account support. Do not send a wallet password or private security code.

Yes, send a clear request through the account support route and identify the account record involved. We may verify your identity before making a change or providing a copy. The response and available action depend on the policy wording and local law.

Our Legal notice explains how long account, payment-reference and support records are retained for operational or Legal needs. If you want a retention question assessed, contact us with the relevant account identifier. Some records may need to remain where local law permits.

Read the access wording first, then use the support route inside your account or the available account contact path. Tell us the message you received and your account identifier. We can explain the condition, but access still depends on local law.

Browser cookies may remember sign-in or policy settings, so changing cookie controls can affect account pages. Check your browser settings and try the supported mobile or desktop browser path. If the Legal notice still fails to load, contact account support.

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