My registered phone number or email is no longer active. How do I change my phone number on Pluang?
If you can still open the Pluang app, change your number yourself from the Account page: take a selfie, enter your new number, and confirm with the codes Pluang sends. If you're logged out, or your registered email no longer works either, contact Pluang Care to change it manually, usually within 1×24 hours.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You're still logged in, your old number is inactive and your registered email still works | The in-app change only needs your selfie, your new number and your registered email, not your old number | On the Account page, open Change Phone Number, choose a reason, take a selfie, enter your new number, then enter the OTP sent to the new number by WhatsApp or SMS and the code sent to your registered email. The change takes effect straight away |
| Your number still works, but your registered email doesn't | The in-app number change sends a code to your registered email, so it can't be finished while that inbox is unreachable | Change your email first: in the app, go to Account → Privacy and Security → Change Email Address and confirm with the OTP sent to your phone. Then change your number if you still need to |
| Both your old number and your registered email are inactive | Neither code can reach you, so the in-app change can't be completed | Contact Pluang Care for a manual change and send everything listed below in one message |
| You're logged out and can't receive the login OTP | Every login sends an OTP to your registered number, so you can't get back in with an inactive number | If the login screen shows an option to change your phone number, use it. If it doesn't, or it doesn't work for you, contact Pluang Care using the channels below |
| The selfie step keeps failing | The photo is too dark or blurry, or doesn't match your verification selfie | Retake it facing the camera in good, even light, with nothing covering your face. After repeated failures, contact Pluang Care for a manual change |
| The app shows a date when you can change your number again | You can change your phone number once every 30 days | Wait until the date shown. Your current number keeps working until then |
| The app says your new number is already registered | Each phone number can be linked to only one Pluang account | Use a number that isn't linked to any Pluang account, or ask Pluang Care for help if the number should be yours |
What Pluang Care needs for a manual change
- Your full name and the phone number and email registered on your Pluang account
- The new phone number you want to use, and why you're changing it
- A clear photo of your e-KTP and a selfie holding your e-KTP
- Pluang Care may also ask for a short verification video of you holding your e-KTP
If the issue persists:
If you can open the app, contact Pluang Care via live chat in the app. If you can't log in, use the live chat on pluang.com/faq, email tanya@pluang.com, or call (021) 8063 0065 (Monday–Friday, 09:00–18:00 WIB). Say which of your number and email still work, and send all the details above together so the change isn't delayed.
Related questions:
Q: How long does a phone number change take?
In the app, it's immediate once your selfie and codes are verified. A manual change through Pluang Care takes up to 1×24 hours after all your data is complete.
Q: Can I withdraw right after changing my number?
Not straight away. Cashout and Crypto Send are paused for 24 hours after a number change as a security measure. Buying, selling and top-ups keep working.
Q: How often can I change my phone number?
Once every 30 days. If you try sooner, the app shows the date when you can change it again.
Q: Will I lose my balance or portfolio?
No. Changing your number doesn't affect your balances, assets or transaction history. Only the number that receives your login OTP changes.