Why hasn't the crypto I sent to Pluang arrived in my balance, even though the sender shows it as successful?
Crypto that the sender shows as sent but isn't in your balance was most often sent on a different network from your Pluang deposit address. It may also be missing the coin's tag, or be under a compliance review, shown as frozen in the app. If it isn't frozen and is confirmed on-chain, contact Pluang Care with the transaction hash.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You sent on a different network from the one shown on your Pluang receive screen | Pluang credits a deposit by matching it to your deposit address on the network shown in the app, so a deposit on another network can't always be matched | Contact Pluang Care with the transaction hash and the network you used. Some wrong-network deposits can be traced and credited, but recovery isn't guaranteed |
| The coin needs a tag or memo, such as XRP, and you left it out | Coins that use a tag share one deposit address, so without your tag the deposit can't be linked to your account automatically | Contact Pluang Care with the transaction hash. The team can look into it manually, but recovery isn't guaranteed |
| The coin or network isn't open for receiving on Pluang | Pluang only credits coins and networks that are available on the receive screen, and receiving can be switched off for a coin or network | Contact Pluang Care with the transaction hash; recovery isn't guaranteed. Before your next deposit, check the coin and network on the receive screen |
| The amount shows as frozen, with an explanation in the app | The deposit is under a compliance review | Wait for the review. If the deposit is released, the coins become available and Pluang notifies you |
| The transfer was only just sent | The network hasn't finished confirming it; Pluang credits a deposit once the network has confirmed it | Check the transaction on a block explorer with its hash, and wait for the confirmations to complete |
| The block explorer shows the transfer confirmed to your correct Pluang address (and tag), but it still isn't in your balance | The deposit wasn't recorded on Pluang's side | Contact Pluang Care with the transaction hash. These deposits can be traced and credited |
If the issue persists:
If none of the above explains it, contact Pluang Care via live chat in the app, email tanya@pluang.com, or call (021) 8063 0065 (Monday–Friday, 09:00–18:00 WIB). Include the transaction hash, the coin, the network you used, the Pluang deposit address you sent to, and the tag or memo if the coin uses one.
Related questions:
Q: Is there a minimum amount to receive crypto on Pluang?
No. Pluang doesn't set a minimum for receiving crypto and charges no fee to receive it, but amounts so small they round to zero aren't credited.
Q: Will I be notified when my crypto deposit arrives?
Yes. Pluang notifies you when a crypto deposit is credited to your balance, and when a deposit held for review is released.
Q: Can Pluang recover crypto sent on the wrong network?
Not always. Some wrong-network deposits can be traced and credited, but there's no guarantee, so always match the network on your Pluang receive screen before sending.
Q: What details should I give Pluang Care?
The transaction hash, the coin, the network you used, the deposit address you sent to, and the tag or memo if the coin uses one.