Why can't I log in to the Pluang app?
Most login problems come from the OTP, which Pluang sends by SMS or WhatsApp to your registered phone number, so that number has to be active. If the OTP arrives but you still can't get in, find your situation below: a locked PIN, a frozen account, your device or an outdated app.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| The login OTP doesn't arrive | Weak signal, a wrong number entered, or on a dual-SIM phone the registered SIM isn't in slot 1 | Check the number you typed, move to a spot with better signal, put the registered SIM in SIM 1, and try the other delivery option, WhatsApp or SMS, once the resend timer ends |
| Your registered number is no longer active | The OTP can only go to your registered number | Change your phone number: use the option on the login screen if it's shown, or contact Pluang Care for a manual change |
| You entered the wrong PIN 10 times | Your account is locked for 24 hours to protect it | Wait 24 hours, or reset your PIN now with Forgot PIN on the login screen. The reset sends a code to your registered email |
| After you enter the OTP, the app says your account is frozen | The account was frozen, by you or by someone using your PIN and OTP | Tap Start Verification and complete the phone OTP and face verification to unfreeze it. After three failed attempts, contact Pluang Care |
| The app says Pluang can't run on your device | The phone is rooted or the app is running on an emulator | Use a genuine, unmodified phone and install Pluang from Google Play or the App Store. If you're sure your phone isn't rooted, contact Pluang Care with your phone model and software version |
| The app asks you to update, or new updates won't install | Your app version is out of date, or new versions of the Android app need Android 8.0 or later | Update Pluang from Google Play or the App Store. If your phone runs Android 6 or 7, update Android if your phone allows it, or log in on a phone with Android 8.0 or later or on an iPhone |
| You deactivated your Pluang account | A deactivated account can't be used | Contact Pluang Care and ask about reactivating your account |
If the issue persists:
If you can't open the app, contact Pluang Care via the live chat on pluang.com/faq, email tanya@pluang.com, or call (021) 8063 0065 (Monday–Friday, 09:00–18:00 WIB). Include your registered phone number, your phone model and app version, and a screenshot of any error message.
Related questions:
Q: I forgot my password. How do I reset it?
Pluang doesn't use a password. You log in with the OTP sent to your registered number, then your 6-digit PIN. If you forgot the PIN, use Forgot PIN.
Q: Do I need to verify my face to log in on a new phone?
No. Login works on a new phone. Face verification is needed later, before you can reset your PIN, cash out or send crypto from that phone.
Q: How long is my account locked after 10 wrong PINs?
24 hours. You can unlock it sooner by resetting your PIN with Forgot PIN on the login screen.
Q: Can I log in with something other than my phone number?
Use the login option you signed up with on the login screen. There's no email-and-password login on Pluang.