Why Didn't I Receive the OTP on Pluang?
If you don't receive the OTP immediately, your mobile number may be inactive, unable to receive SMS, or not registered for WhatsApp — the two channels Pluang uses to deliver OTPs. Check that your registered SIM is active and inserted in the SIM1 slot on dual-SIM devices, then request a new OTP. If the issue persists, contact Pluang Care.
Common causes of OTP delivery failure
- SIM network inactive — your registered SIM card has no active network connection.
- SMS not receivable — your number cannot receive SMS (e.g., due to network issues or international roaming restrictions).
- WhatsApp not registered — your number is not registered on WhatsApp, and OTP delivery via WhatsApp failed.
- Dual SIM conflict — on dual-SIM phones, SMS is often only delivered to the SIM in the SIM1 slot; if your registered number is in SIM2, OTP may not arrive.
Steps to resolve
- Confirm your registered mobile number is active and able to receive SMS.
- If your phone has dual SIM mode, move your registered SIM to the SIM1 slot.
- Request a new OTP in the Pluang app.
- Wait a moment for the OTP to arrive before requesting a new one.
If the issue persists
Contact Pluang Care:
- In-app live chat (24/7)
- Email: tanya@pluang.com (24 hours)
- Phone: (021) 8063 0065 — Monday to Friday, 09.00–18.00 WIB
Related questions:
Q: How long is an OTP valid on Pluang?
OTP codes expire quickly after being sent. If yours expired before you entered it, request a new one in the app.
Q: Can OTP be sent to a different number than the one I registered with?
No. OTP is always sent to your registered and verified mobile number. To change your registered number, contact Pluang Care.
Q: What if I lost my registered phone number and can't receive OTP?
Contact Pluang Care to update your registered number. Identity verification is required before the number can be changed.