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How We Handle Your Data and Account

We keep our legal obligations clear so you know exactly how your information is stored, processed and protected when you use epower.

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epower How We Handle Your Data and Account
HOW WE PROTECT YOU

Data Handling and Account Security Practices

We treat your information seriously. Here is exactly what we do behind the scenes to keep your account and data safe — no vague promises, just the operational reality of how epower manages policy compliance for Bangladesh account holders.

Encrypted Storage

Your personal data sits behind encryption at rest. Database access is restricted to authorised personnel only, with audit logs tracking every query. We never store your bKash, Nagad or Rocket PIN.

Cookie Controls

On first visit you see a consent banner. Essential cookies (session, fraud detection) run by default. Analytics and preference cookies only activate after you opt in. You can revoke consent from your browser or account settings.

Account Verification

Before your first withdrawal clears, we verify your identity against the phone number on your bKash, Nagad or Rocket wallet. This one-time step prevents unauthorised cashouts and links your payout channel securely.

Data Retention

We keep your account data for as long as the account is active plus a reasonable period after closure for regulatory and dispute-resolution purposes. After that window, non-essential records are purged from our systems.

Right to Access and Deletion

You can request a full export of the data we hold on you — transaction history, login records, stored profile fields. You may also request deletion, subject to any outstanding balance or unresolved dispute on your account.

Change Requests

Need to update your registered phone number or email? Contact support with your current credentials and the new details. We verify the change via OTP to your existing number before applying it to prevent account takeover.

REACH OUR TEAM

Policy Questions and Account Requests

Need a data export, want to update your stored details, or have a question about regional eligibility? Our support team handles policy queries through three channels. Pick whichever suits you — response times are consistent across all three, and you will deal with the same team regardless of how you reach us.

Team online

Live Chat

Open the chat widget from any page on our site. Raise your legal or data query directly — the agent can escalate to our compliance desk if your request involves data deletion or account restriction review.

Email

Send your request to the address shown in our contact footer. Include your registered phone number and a brief description. We acknowledge receipt and aim to resolve data-related requests within a reasonable timeframe.

In-App Message

Log into your account on mobile, tap your profile, then select the message option. Attach any screenshots or references. This channel is encrypted end-to-end between your device and our support system.

Frequently Asked Questions About Our Policies

Below are the questions our support team receives most often about legal matters, data handling and account rights. If yours is not covered here, reach out through live chat or email.

Availability depends on your local law and eligible regions. We do not claim universal access. Before creating an account, confirm you are permitted to participate under your own jurisdiction. If eligibility changes, we notify affected accounts.

We receive a transaction reference and amount from bKash. We store your registered phone number and name for verification. We never receive or store your bKash PIN. Transaction records are kept for dispute resolution and compliance.

Yes. Contact our support team through live chat or email. We will process your request once any outstanding balance is settled and no open disputes remain. Non-essential records are removed after our retention window closes.

Essential cookies handle your session and fraud prevention — they run automatically. Analytics and preference cookies only activate after you give consent through the banner. You can withdraw that consent from your browser settings at any point.

We notify you via the email and phone number on file. Any remaining balance is processed according to our withdrawal policy through your linked Nagad, Rocket or bKash wallet. You may appeal through our support channels.

Contact support with your current account credentials and your new number. We send an OTP to your existing number to confirm ownership before applying the change. This prevents unauthorised modifications to your account.

We share limited data with payment processors (bKash, Nagad, Rocket) to complete transactions, and with fraud-detection services. We do not sell personal data to advertisers. Any legally compelled disclosure is limited to what the requesting authority requires.

We retain records for a reasonable period post-closure to handle disputes or regulatory inquiries. After this window, non-essential information is permanently deleted. Essential transaction logs may be kept longer where law requires.

We use encrypted storage, OTP verification for sensitive changes, and session-based tokens that expire. Login attempts from unrecognised devices trigger additional verification. You can also enable extra confirmation steps from your account settings.

Send a data export request through live chat, email or in-app messaging. Provide your registered phone number for verification. We compile your profile fields, transaction history and login records into a downloadable file and notify you when it is ready.

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