Why Can't I Change My PIN in the Pluang App?
If you can't change your PIN in the Pluang app, the most common causes are an outdated app version, an unverified registered email, or an email that is no longer accessible. Check all three before contacting support — resolving any of these usually fixes the issue.
Checklist before contacting Pluang Care
- App is on the latest version — PIN reset requires the current version of the Pluang app. If you're on an older version, update through the App Store or Google Play first.
- Registered email is verified — the PIN reset process sends a verification OTP to your registered email. If your email has not been verified in the Pluang system, the OTP cannot be sent and the reset will fail.
- Registered email is active and accessible — if you no longer have access to your registered email (e.g., account deleted, no longer in use), the PIN reset cannot be completed through the standard process.
How PIN reset works (for reference)
- Tap "Forgot PIN" on the PIN entry screen (before logging in), or go to Privacy and Security → Reset PIN (if already logged in).
- Pluang sends an OTP to your registered email.
- Enter the OTP to verify your identity.
- Set a new PIN.
If the issue persists after checking the above
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
Provide your registered account details so the team can verify your identity and assist with the PIN reset.
Related questions:
Q: Where exactly is the "Reset PIN" option in the Pluang app?
It is under Privacy and Security in the app menu. Alternatively, tap "Forgot PIN" on the PIN entry screen before logging in.
Q: What if my registered email is no longer accessible?
Contact Pluang Care directly. Identity verification will be required before any account changes can be made.
Q: Can I reset my PIN without access to my registered email?
Not through the standard process. For alternative recovery, contact Pluang Care via in-app live chat, tanya@pluang.com, or (021) 8063 0065.
Q: I'm on a new phone — why can't I reset my PIN?
On a device you haven't used with Pluang before, Reset PIN and Forgot PIN are available only after you complete new device verification (a selfie check). Once it succeeds, you can reset your PIN straight away.
Q: Can I withdraw right after resetting my PIN?
Not immediately. After a PIN reset or change, cashout and Crypto Send are blocked for 24 hours as a security measure. Everything else keeps working, and the hold lifts automatically.