Reference

The Rules Behind Your Account

This page explains the terms that sit behind your 11kfb account — how you open it, how your wallet is used, and what we expect from each other.

Account termsWallet rulesEligibility by regionPolicy updatesEnglish-only copy
11kfb The Rules Behind Your Account
POLICY CONTACT

Where to Send a Legal Question

A question about the terms doesn't need to sit unanswered. Send it through our in-account help channel and our Bangladesh support team picks it up — quote your registered mobile number so we can match you to the account without asking for your PIN. Never send a bKash, Nagad or Rocket PIN, an OTP or a full wallet statement in a message; we will never ask for those.

Team online

In-account help

Open the help panel from your account menu on mobile or desktop. Your registered number comes attached, so we can trace your session and answer against the actual account record.

Account and wallet queries

For a bKash, Nagad or Rocket deposit that hasn't landed in your wallet, send the transaction ID and the amount in taka. We check it against our ledger and reply with the outcome.

Terms and data requests

Ask about a clause, a policy change or a copy of your account details. Put the clause number or section name in the message so it reaches the right person first time.

DATA AND ACCESS

How We Handle Your Details

Your account record holds what we need to run it: your registered mobile number, your name as it appears on the wallet you fund from, transaction references and login history. We keep that for as long as the account is open and for the period after closure that local record-keeping rules require, then remove it. Passwords are stored hashed, and we don't keep full wallet PINs anywhere.

Login and OTP

Your number and password get you in, and a one-time code confirms a new device. If a device looks unfamiliar we ask for the code again before the wallet opens.

Cookies on this site

Session cookies keep you signed in while you move between lobby and wallet; preference cookies remember your language and layout. You can clear them in your browser and the site still works from a fresh sign-in.

Seeing your record

You can ask what we hold about you, request a correction to a wrong name or number, or ask us to close the account. Send it through the help panel and we confirm what we've done.

Retention and closure

Closed accounts keep their transaction history for the local record-keeping period and nothing beyond it. Login credentials go once closure is complete.

Legal Questions, Answered Plainly

These are the terms questions that come up most from account holders in Bangladesh. If yours isn't here, the help panel reaches a person rather than a queue of canned replies.

No. One account per person, tied to your own mobile number and your own wallet. A second account found in the same name is closed and its balance returned to the funding source.

Access depends on your local law and eligible regions. You confirm you're in a supported place and legally able to use the service before you open an account, and we may ask for verification.

Withdrawals go back to the wallet you deposited from. If the name on the wallet differs from your account name, or the deposit path looks unusual, we pause the payout and check before releasing it.

Yes, through the help panel. We verify the request against your registered number and may ask you to confirm the new wallet in your own name before the change takes effect.

We publish the updated version on this page. If a change affects your balance, your access or how your data is used, you'll see it here before your next deposit or session.

Send a request from the help panel with your registered number. We confirm the request, complete any checks, and tell you once the record has been closed or the copy sent.
Reference

Legal

Service availability depends on eligible regions and local law. Users should check local rules before opening an account.

Access may be available only where local law permits.