What Should I Do If I Lose Access to My Authenticator App?
If you lose access to your authenticator app — because your device was lost, the app was deleted, or you switched phones — the recovery steps depend on whether you still have your authenticator secret key. If you have the key, you can restore access on a new device immediately. If you don't have the key, contact Pluang Care to verify your identity and reset the authenticator on your account.
Situation 1: You still have your authenticator secret key ("Key")
When you first set up the authenticator in Pluang, you were shown a secret key (also called a QR code or backup key). If you saved it:
- Install a compatible authenticator app (e.g., Google Authenticator or Authy) on your new device.
- Select the option to add an account manually by entering the secret key.
- Enter the key you saved during setup.
- Your authenticator codes will be regenerated and you can use them immediately.
Situation 2: You do not have the authenticator secret key
If you did not save the key when setting up your authenticator, contact Pluang Care directly:
- In-app live chat (24/7)
- Email: tanya@pluang.com (24 hours)
- Phone: (021) 8063 0065 — Monday to Friday, 09.00–18.00 WIB
Pluang Care will guide you through an identity verification process before resetting your authenticator.
After the reset: a 24-hour hold on cashout and Crypto Send
Resetting your authenticator — whether you do it yourself or Pluang Care does it for you — is one of the seven activities that trigger Pluang's 24-hour security hold. For 24 hours from the moment the reset completes, Cashout and Crypto Send stay blocked. The hold is automatic, applies to every account equally, and cannot be shortened or lifted on request, including by Pluang Care. Everything else keeps working normally: you can log in, view your portfolio, buy, sell and top up. Setting up an authenticator for the first time starts the same 24 hours.
How to avoid this situation in the future
When you enable the authenticator on Pluang, always store your secret key in a safe, offline location — such as writing it down and storing it securely, or saving it in a password manager. This key is the only way to restore access without contacting support.
Related questions:
Q: What is the authenticator secret key?
It is the unique code shown when you first set up the authenticator in Pluang. Entering this key into any TOTP-compatible app generates the same rotating codes as your original setup.
Q: Will I lose access to my Pluang account if I lose my authenticator?
No — you can still log in to Pluang. However, you will be unable to perform Crypto Send transactions until your authenticator is restored, and for a further 24 hours after the reset completes. Contact Pluang Care if you don't have your key.
Q: Why can't I send crypto or withdraw funds right after my authenticator was reset?
Because resetting the authenticator triggers Pluang's 24-hour security hold. Cashout and Crypto Send are blocked for 24 hours counted from the moment the reset completed, then re-enable by themselves — there is nothing to request, and Pluang Care cannot speed it up. The app does not currently display a message explaining this, which is why it can look like an error.
Q: Can I have the authenticator on more than one device at the same time?
Authenticator codes are generated from your secret key, so an authenticator app set up with the same key generates matching codes. Keep the key private, because anyone who has it can generate your codes.