Are API integration and KYC required?
API integration is optional; partners may use the dashboard. Registration currently has no KYC process, only email and mobile phone ownership verification. Indonesian and international partners may use the service.
What are MC and the exchange rate?
1 MC = IDR 1. Conversion uses the rate set by Melostore at the relevant time. Deposit fees depend on the payment method; review instructions and amounts before paying.
Can I withdraw my balance?
No. Exceptions apply only when the service is discontinued or under other terms in an agreed NDA. Eligible repayments go to a verified bank account with fees at that time borne by the recipient. Incorrect or duplicate transfers are not automatic exceptions.
What happens when a transaction fails?
Failed-transaction funds return automatically to H2H Balance with no failed-transaction service fee. Review balance movements and contact support if a refund has not been recorded. A balance refund is different from a bank transfer.
Why are funds held or differences returned?
Smart Order uses max_bid, and orders with max_price may hold funds up to the limit. Unused funds return after settlement. A fully failed order receives the full hold back; for bulk orders, review each child order.
Does pending/a timeout mean failure, and can I reorder?
Not necessarily. Check the same reference and wait for a final outcome. A new reference can create an additional order. Orders already being processed cannot be cancelled; Melostore helps follow up with the provider upon request.
How do I report an incorrect product?
Report within 3 × 24 hours of the transaction with references and relevant end-user evidence such as screenshots or errors. The resolution limit is 7 × 24 hours after a complete report is received, following the provider's investigation and decision.
When and how can I reach support?
Daily from 08:00–24:00 WIB (UTC+7). Use WhatsApp 085155001880 first, then [email protected]. Messages outside these hours are answered during the next active hours. Live chat is for simple questions only.
What if my account is restricted or balance frozen?
Suspected money laundering, unauthorized purchases, chargebacks, or misuse may trigger restrictions without notice. Request clarification from support. A final decision follows investigation.
How do I delete my account, and how long are logs kept?
Email [email protected]. H2H operational data is stored and processed in Indonesia. API logs are kept for 2 × 24 hours; administrative and transactional records remain retained for applicable needs and obligations. Third-party processing is explained separately in the privacy policy.
These terms are subject to Indonesian law and do not override rights or obligations that apply mandatorily under law.
Contact support
Daily, 08:00–24:00 WIB (UTC+7). WhatsApp is the primary issue-resolution channel; email is secondary. Messages outside these hours are answered during the next active hours. Live chat is for simple questions only.