How do I pass the selfie check when verifying a new device on Pluang?
To pass the selfie check when verifying a new device on Pluang, take the selfie in bright, even light, hold your phone steady, and keep your whole face inside the frame with nothing covering it. The check recognises your face and confirms you're physically present, so it has to be you, the account owner, facing the camera directly. Wipe the camera lens, remove masks, hats and sunglasses, keep your hair away from your face, and make sure no one else is in the frame. Don't use filters or effects, and follow the on-screen prompts at a steady, natural pace. Use a stable internet connection and the latest version of the Pluang app. You have three attempts. If all three fail, Pluang emails your registered address with the next steps for manual verification.
Selfie check tips and why they help
| Tip | Why it helps |
|---|---|
| Use bright, even light | A face that looks dark, shadowed or too bright can't be checked properly |
| Hold the phone steady with both hands and wipe the lens first | Movement and a dirty lens make the selfie blurry |
| Face the camera straight on, with your whole face inside the frame | The check needs to see your full face clearly |
| Remove masks, hats and sunglasses, and keep your hair away from your face. If the check keeps failing while you wear glasses, try again without them | Anything covering part of your face can make the check fail |
| Make sure only you are in the frame | The check is for the account owner, so another face in the frame can cause a failure |
| Don't use filters or effects | The selfie has to show your face as it really is |
| Follow each on-screen prompt at a steady, natural pace | Rushing the prompts or moving out of the frame can interrupt the liveness part of the check |
| Use a stable internet connection and the latest app version | A weak connection or an outdated app can interrupt the check |
Related questions:
Q: How many attempts do I get at the selfie check?
Three. If an attempt fails, you can take the selfie again, up to three attempts in total. After the third failed attempt you see a "Maximum Liveness Check Limit Reached" notification, and Pluang emails your registered address to request the data for manual verification by video. Before each new attempt, check the light, steady your phone and make sure your whole face is inside the frame.
Q: What if my appearance has changed a lot since I signed up?
The selfie check can fail if you look very different from when you signed up, for example after a big change in appearance. Try the tips in this article first, because good light and a clear, uncovered face still help. If all three attempts fail, follow the manual verification steps in the email Pluang sends to your registered address. Manual verification by video confirms your identity in a different way.
Q: Why does Pluang ask for a selfie on a new device?
The selfie check protects your account if someone else logs in from a device you've never used. Pluang asks for it before sensitive activities on a new device: Reset PIN, Forgot PIN, Cashout and Crypto Send. Everything else, such as logging in, buying, selling and topping up, works without it, so the check only appears when you try one of those four activities on the new device.
Q: The selfie check won't open or keeps failing for no clear reason. What can I do?
Update the Pluang app to the latest version from the App Store or Google Play, check your internet connection, and try again, because a temporary system error can also interrupt the check. If it still won't work, contact Pluang Care through in-app live chat, email tanya@pluang.com, or call (021) 8063 0065, Monday to Friday, 09:00–18:00 WIB, and describe what you see on screen.