Security

If your device is lost or your Pintu app is deleted, you can log back into your Pintu account using a new device or download the app again. 



If you want to log in to your account with the mobile phone number that was lost along with your device, please take care of restoring the mobile phone number to the relevant provider. Otherwise, you can change the phone number linked to your Pintu account by contacting our Customer Support. 



If your account was connected to Google Authenticator when you lost your device/Pintu App, you can find how to recover your account here.

How to recover my Pintu account if I lost my device/app?

You can change your Pintu account password anytime you want. Here&rsquo;s how:
1. Tap the Account menu at the bottom right of your screen.
2. Choose Account Security menu.
3. Tap Change Account Password.
4. We will send an email to you.
5. On the email, click/tap Change Password to confirm your password change request.
6. Go to your Pintu app and input your new password.
7. Input the OTP code sent to the number registered to your Pintu account to confirm password change.

How to change my Pintu account password?

You can change your Pintu PIN number anytime you want. Here&rsquo;s how:
1. Tap the Account menu at the bottom right of your screen.
2. Choose Account Security menu.
3. Choose Change PIN Number.
4. Enter your current PIN.
5. Input your new PIN.
6. Re-enter your PIN to confirm.
7. Your PIN has been successfully changed.

How to change my PIN?

To activate fingerprint/Face ID as an extra security layer, please follow these steps:
1. Open the Account menu, then tap Account Security.
2. Tap the Use Fingerprint / Face ID button to activate and deactivate the feature.

How to enable fingerprint/face ID as an added security layer on Pintu?

There are 2 possible reasons why you get an &ldquo;Invalid code&rdquo; message when entering the Google Authenticator code. Here are the possibilities:
<ol>
<li>The authentication code entered has expired, or</li>
<li>The time setting on your device is different from the time setting for the Google Authenticator app.</li>
</ol>
To solve the problem due to time settings difference between your device and Google Authenticator, please set the time settings on your device to automatic.
For Android users, here&rsquo;s how:
<ol>
<li>Open the Settings app.</li>
<li>Open the Date and Time settings.</li>
<li>Then activate the &ldquo;Use network provided time&rdquo; option.</li>
</ol>
For iOs users, here&rsquo;s how:
<ol>
<li>Open the Settings app.</li>
<li>Open the General menu.</li>
<li>Open the Date &amp; Time menu.</li>
<li>Turn on the Set Automatically toggle.</li>
</ol>

Why “Invalid code” message appear when I input Google Authenticator authentication code?

Aside form activating/reactivating Google Authenticator by scanning a QR code, you can also input a setup key manually. Here&rsquo;s how to do it.
<ul>
<li>First, get the setup key from G-Auth settings on Pintu.</li>
<li>Open Google Authenticator/Authie application.</li>
<li>Tap + icon. 
<img loading="lazy" decoding="async" class="alignnone size-medium wp-image-4794" src="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-2-1-176x300.png" alt="" width="176" height="300" srcset="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-2-1-176x300.png 176w, https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-2-1.png 431w" sizes="(max-width: 176px) 100vw, 176px"></li>
<li>Choose Enter a setup key 
<img loading="lazy" decoding="async" class="alignnone size-medium wp-image-4795" src="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-3-1-175x300.png" alt="" width="175" height="300" srcset="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-3-1-175x300.png 175w, https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-3-1.png 432w" sizes="(max-width: 175px) 100vw, 175px"></li>
<li>Type the application name in the Account name column, then input the setup key obtained from the G-Auth settings on your Pintu app into the Your Key column. Choose Time based in the Type of key column, then tap the Add button. 
<img loading="lazy" decoding="async" class="alignnone size-medium wp-image-4796" src="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-4-1-176x300.png" alt="" width="176" height="300" srcset="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-4-1-176x300.png 176w, https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-4-1.png 430w" sizes="(max-width: 176px) 100vw, 176px"></li>
<li>You will get a 6-digit code that can be used for logging into a new device or sending crypto assets. 
<img loading="lazy" decoding="async" class="alignnone size-medium wp-image-4797" src="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-5-1-177x300.png" alt="" width="177" height="300" srcset="https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-5-1-177x300.png 177w, https://blog.pintu.co.id/wp-content/uploads/2021/04/Untitled-5-1.png 433w" sizes="(max-width: 177px) 100vw, 177px"></li>
</ul>

How to Activate/Reactivate G-Auth (2FA) with Setup Key?

When you lose the device on which Google Authenticator was installed, or accidentally deleted the app, there are a number of things you can do to recover your access to GAuth. The steps to recover your GAuth access will depend on whether or not you still store the key code. Learn how to recover your GAuth access below.
<h3 id="you-still-keep-the-key-code" class="joli-heading">You Still Keep the Key Code</h3>
If you still keep the key code that you obtained when you set up your GAuth for your Pintu Account, you can easily use that code again to recover your Google Authenticator on the new device or app.
You can learn the step <a href="https://pintu.co.id/en/faq/how-to-activate-reactivate-g-auth-2fa-with-setup-key">here</a>.
<h3 id="you-dont-keep-have-lost-the-key-code" class="joli-heading">You Don&rsquo;t Keep/Have Lost the Key Code</h3>
If you don&rsquo;t keep/have lost the key code, you can reach our Customer Support team at help@pintu.co.id to request a GAuth reset. Please send the email using the email address that you registered to your Pintu account and attach the following data:
1. Your full name is inputted when Register Pintu Account
2. Registered phone number on Pintu
3. Registered email on Pintu
4. Reason why you need to reset the Google Authenticator
For your safety, you can&rsquo;t send any crypto for 48 hours after our support team processed your reset request.

What can I do when I lost my Google Authenticator app or device?

The security of your Pintu account comes with 2-factor authentication from Google Authenticator.
Here are the steps to connect Google Authenticator with your Pintu account:
1. On the homepage of your Pintu app, go to the Account menu located at the bottom right of the screen.
2. On the Account page, tap the Account Security menu.
3. On the Account Security page, go to the Google Authenticator menu.
4. Tap the Activate Google Authenticator button.
5. If you don&rsquo;t have the Google Authenticator app, download the app first.
6. There are 3 (three) ways to connect Google Authenticator with your Pintu account.
First, you can scan the QR code with your device.
Second, you can copy the code on your Google Authenticator.
Third, you can directly tap the Connect button.
&mdash;
Notes:
&ndash; Don&rsquo;t delete the Google Authenticator app if it&rsquo;s already connected to Pintu. Without the Google Authenticator app, you can&rsquo;t sign into Pintu.
&ndash; Keep the recovery code safe and don&rsquo;t share it with others. For extra security, keep it on a paper.

Can I activate 2 FA in Pintu?

Pintu is a custodial crypto exchange, which means Pintu acts as a custodian/keeper of the users&rsquo; private keys.
Therefore, Pintu doesn&rsquo;t share private keys with its users.

Do I hold a Private Key?

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 with BAPPEBTI and under the supervision of Kominfo.
2. Pintu uses Fireblock as its wallet,&nbsp; 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.

Browse by Topic