Why is my crypto transfer taking longer than usual on Pluang?
A crypto transfer taking longer than usual is often on hold for a compliance review, which Pluang applies to some sends before they leave your account, or waiting for the blockchain network to confirm it. Your coins are held, not lost: if the send is rejected or fails, they return to your balance automatically.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Transaction History shows the send as pending or in review, with no Block Explorer link yet | The send hasn't reached the blockchain. It may be on hold for a compliance review, which Pluang applies to some sends, or still waiting in Pluang's processing queue | Wait for it to finish. If the review approves it, the send goes ahead as normal; if it's rejected or not completed, the send fails and your coins return to your balance automatically |
| Transaction History shows a Block Explorer link, but the recipient hasn't received the coins | The send is on the blockchain and waiting for the network to confirm it. Busy networks take longer | Open the Block Explorer link to follow the confirmations. Once the network confirms the transfer, it reaches the recipient's address |
| You got a notification that your send was successful, but the recipient doesn't see the coins yet | The notification is sent once the transfer is on the blockchain, which can be before the recipient's platform credits it | Allow some time for the funds to arrive, follow the Block Explorer link, and check with the recipient |
| The send failed after a long wait | The compliance review rejected it, or the send couldn't be completed | Your coins were returned to your balance automatically. Check the address and network, then try again |
| You can't submit a send at all, or it's rejected straight away | That's a block rather than a delay — for example the 24-hour security hold after an account change, Authenticator not being set up, an Enhanced Due Diligence (EDD) request, or temporary maintenance | For the 24-hour hold or Authenticator, see the article on why you can't use Crypto Send. For EDD, complete the EDD request from Pluang. During maintenance, try again later |
If the issue persists:
If your send has been pending for several days, or the Block Explorer shows it confirmed but the recipient still hasn't received 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 coin, the network, the amount, and the transaction hash or Block Explorer link if there is one.
Related questions:
Q: How long can a crypto send take on Pluang?
Most sends aren't held for review and only wait for network confirmation. A send held for a compliance review can take several days before it goes ahead or fails.
Q: Are my coins safe while a crypto send is pending?
The coins are deducted from your balance and held while the send is pending. If the send fails or is rejected, they return to your balance automatically.
Q: Can Pluang Care speed up a pending send?
No. Pluang Care can check the status and explain it, but can't speed up, approve or cancel a compliance review or a blockchain confirmation.
Q: Where can I see my crypto send's status?
Open Transaction History and select the send. Once it's on the blockchain, a Block Explorer link appears so you can follow the confirmations.