I sent crypto to Pluang with the wrong network, memo/tag or address. Can I get it back?
Some of these mistakes can be traced and some can't. A deposit that reached your correct Pluang address without its tag, or on some wrong networks, may be traced by Pluang Care. Crypto sent to an address that isn't your Pluang deposit address, or a token Pluang doesn't support, usually can't be recovered. Contact Pluang Care with the transaction hash.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You left out the tag or memo, or entered the wrong one, but used the right Pluang address | Coins that use a tag, such as XRP, share one deposit address, so the deposit can't be matched to your account automatically | Contact Pluang Care with the transaction hash. These deposits can often be traced manually, but recovery isn't guaranteed |
| You sent on a different network from the one shown on your Pluang receive screen | Pluang credits deposits on the network shown in the app, so a deposit on another network isn't credited automatically | Contact Pluang Care with the transaction hash and the network you used. Some wrong-network deposits can be traced, but recovery isn't guaranteed |
| You sent to an address that isn't your Pluang deposit address, for example a typo or a copied address that wasn't yours | Blockchain transfers can't be reversed, and Pluang has no access to addresses it doesn't control | Pluang can't recover these. If the address belongs to another platform, contact that platform with the transaction hash |
| You sent a coin or token that isn't available on Pluang's receive screen | Pluang only credits coins and networks that are open for receiving in the app | Contact Pluang Care with the transaction hash. Recovery isn't guaranteed and often isn't possible |
| The sending platform still shows the transfer as pending | The transfer hasn't been completed on the sender's side or hasn't been confirmed by the network yet | Check the status with the sending platform first. Pluang can only look into a transfer once it's confirmed on the network |
What to send Pluang Care
- The transaction hash (TxID)
- The coin and the network you sent on
- The address you sent to, and the tag or memo if you used one
- The platform or wallet you sent from
- A screenshot of the transfer details from the sender
If the issue persists:
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) with the details above. If the deposit can be traced, Pluang Care explains the next steps; checks like this can take some time.
Related questions:
Q: Can Pluang reverse a blockchain transaction?
No. Once a transfer is confirmed on the network it can't be reversed by anyone, which is why recovery depends on where the crypto landed.
Q: How do I avoid this next time?
Copy the address and tag from your Pluang receive screen every time, pick the same network on both sides, and send a small test amount first.
Q: Where do I find my Pluang deposit address and tag?
On the receive screen for the coin in the Pluang app. Check the network shown there before you send.
Q: What if I'm not sure what went wrong?
Start with the checks in "Why hasn't the crypto I sent to Pluang arrived in my balance?", which covers every common reason a deposit isn't credited.