I Received a Pluang OTP I Didn't Request. What Should I Do?
An OTP from Pluang that you didn't request means someone entered your phone number in the Pluang app, by mistake or on purpose, so never share that code with anyone. Pluang never asks for your OTP or your PIN, by phone, WhatsApp, email or any other channel. Logging in to Pluang also asks for your PIN, so keep both private. If you think someone may know your PIN or has reached your account, freeze your account in the app straight away and contact Pluang Care.
What to do after an OTP you didn't request
| Step | What to do |
|---|---|
| 1. Keep the code to yourself | Don't share it, forward it or type it into any link. Anyone asking for it, including someone claiming to be Pluang, is not Pluang |
| 2. Check your account | Open the Pluang app and look at your balances and transaction history for anything you don't recognise |
| 3. Change your PIN if it may be known | If someone could have seen or guessed your PIN, change it in the app |
| 4. Freeze your account if you suspect access | Go to Settings → Privacy and Security → Account Control → Freeze Account, give a reason, then confirm with your PIN and the OTP sent to your registered number |
| 5. Contact Pluang Care | Use live chat in the app or at pluang.com/faq, email tanya@pluang.com, or call (021) 8063 0065, Monday to Friday, 09:00 to 18:00 WIB |
What freezing your account does
Freezing logs you out of every device, blocks new orders, cashouts and crypto sends, and cancels open orders. Your assets and balances are not touched. Freezing and unfreezing are free, available in the Pluang app only, and you unfreeze by logging in and passing a face match and liveness check. If your account is frozen and you can't open the app, use live chat at pluang.com/faq, email or phone instead of in-app chat.
Learn more: what you need to log in to Pluang and what Account Freeze is.
Related questions:
Q: Will Pluang ever call or message me to ask for my OTP?
No. Pluang never asks for your OTP or PIN through calls, WhatsApp, email or social media. Anyone who asks for either one is trying to get into your account, so end the conversation and don't share the code.
Q: I already shared the OTP. What now?
Freeze your account in the Pluang app right away, then contact Pluang Care by live chat, email at tanya@pluang.com or phone at (021) 8063 0065. Freezing logs out every device and blocks cashouts and crypto sends while Pluang Care helps you check the account.
Q: Can I undo the freeze myself?
Yes. Log in to the Pluang app, confirm the OTP sent to your registered number, and complete the face match and liveness check. You have 3 attempts per session; after that, contact Pluang Care. Cashouts and crypto sends stay paused for 24 hours after you unfreeze.
Q: Will changing my PIN affect my account?
Changing your PIN starts a 24-hour security hold on cashouts and crypto sends. Buying, selling and viewing your portfolio keep working during the hold, and both blocked actions turn back on automatically when it ends.
Last updated: 7 November 2026