Reference

How moonlive Handles Your Personal Information

We collect only what we need to run your account and process your bKash, Nagad or Rocket transactions. This policy explains what data we hold, why we hold it, and how you can ask us to change or remove it — availability depends on…

Account Data ProtectionPayment Info HandlingCookie TransparencyWithdrawal VerificationData Access Rights
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moonlive How moonlive Handles Your Personal Information
PRIVACY HELP CHANNELS

How to Reach Us About Your Data

If you have questions about how your information is stored or want to exercise a data right, our support team handles privacy requests through the same channels you use for account queries. We aim to acknowledge every privacy-related request promptly and provide a substantive response within a reasonable timeframe. No automated decision will override your request without a human review step.

Live Chat Open the chat widget inside your account dashboard to raise a privacy question. The agent will tag it as a data request so it reaches the right team without extra steps from you.
Email Send your data access or deletion request to our support email. Include your registered phone number so we can locate your account without asking for additional sensitive details.
In-App Request Form Inside your account settings you will find a dedicated privacy request form. Select the type of request — access, correction or deletion — and attach any reference details. We handle these in the order received.
DATA HANDLING PRACTICES

How We Protect and Manage Your Information

We built our data practices around the reality that most of our account holders transact through mobile wallets on their phones, often on public networks. Every layer — from how we encrypt your session to how we verify a Rocket withdrawal — is designed with that context in mind. Availability of services depends on local law and eligible regions.

Encrypted Sessions

Every connection between your device and our platform uses SSL encryption. Whether you are depositing via Nagad at home or checking your balance from a mobile network, the data in transit stays unreadable to anyone intercepting it.

Cookie Usage

We use session cookies to keep you logged in and analytics cookies to understand which lobby sections load slowly on mobile devices.

Account Security Layers

Your account is protected by a password plus an OTP sent to your registered mobile number. If you change your withdrawal wallet from bKash to Rocket, we trigger a fresh OTP confirmation before the switch takes effect.

Data Retention Period

Active account data stays on our servers while you use the platform. After you close your account, we retain records for a limited period as required by applicable rules in eligible regions, then permanently delete them.

Third-Party Sharing

We share data only with payment processors and identity verification partners who need it to complete your transaction. These partners cannot use your details for their own marketing. We review their data agreements regularly.

How to Request Changes

You can ask us to update your name, phone number or email through live chat or the in-app form. For deletion requests, we confirm your identity via OTP first, then process removal within a reasonable period unless a legal hold…

Common Questions About Your Data Rights

Below are the questions our support team receives most often about data handling, cookie use, account verification and how to exercise your privacy rights. If your question is not listed here, reach out through live chat or email and we will respond directly.

We collect your full name, mobile phone number and email address. If you deposit through bKash, Nagad or Rocket, we also receive a transaction reference from your wallet provider — but never your wallet PIN or app password.

No. Your wallet PIN is entered only inside the bKash or Nagad app on your device. We receive a confirmation reference once the payment clears, but we never see, store or have access to your mobile wallet credentials.

Open the privacy request form inside your account settings and select the access option. Alternatively, send a request via live chat or email with your registered phone number. We will compile and deliver the data within a reasonable timeframe.

Yes. Submit a deletion request through the in-app form or email. We will verify your identity via OTP, then remove your data. If any legal requirement in your eligible region prevents full deletion, we will explain which records must stay and for how long.

We use session cookies to keep you logged in and analytics cookies to monitor page performance on mobile. You can block or clear cookies from your browser settings at any time. Blocking session cookies means you will need to log in again each visit.

Only our payment processing partners and identity verification providers receive specific data, and only what they need to complete your transaction. They operate under data-handling agreements and cannot use your details for separate marketing purposes.

All traffic between your phone and our servers is encrypted with SSL. Whether you connect via Wi-Fi or mobile data, the information exchanged — login credentials, deposit confirmations, account balances — remains unreadable to third parties during transit.

Yes. If we make a material change to how we collect or use your data, we will notify you by email or an in-app message before the change takes effect. Minor formatting or language updates may not trigger a notification.

We retain closed-account records for a limited period consistent with applicable regulations in eligible regions. Once that period ends, we permanently delete the data. You can ask support for the specific retention window that applies to your region.

This policy covers all account holders regardless of location, but access to our services depends on your local law and eligible regions. If you access from a jurisdiction with different data rules, we apply the stricter standard where possible.

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