Why can't I use the Crypto Send feature on Pluang?
The most common reason is that Authenticator isn't set up yet — it's mandatory for every Crypto Send transaction and can't be bypassed. If Authenticator is already set up, the feature may be temporarily locked following a recent security-sensitive account change.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Can't tap Send, or can't enter an Authenticator code at all | Authenticator isn't set up on your account yet | Set up Authenticator first — it's mandatory for Crypto Send and cannot be bypassed |
| Crypto Send is blocked shortly after changing your registered email or phone number | Security cooldown after an account data change | Wait 24 hours after the change before trying again |
| Crypto Send is blocked shortly after resetting your PIN | Security cooldown after a PIN reset | Wait 24 hours after the PIN reset before trying again |
| Crypto Send is blocked shortly after resetting Authenticator | Security cooldown after an Authenticator reset (longer than the PIN-change cooldown) | Wait 48 hours after the Authenticator reset before trying again |
If the issue persists:
Contact Pluang Care via live chat in the app, email tanya@pluang.com, or call (021) 8063 0065 (Mon–Fri 09:00–18:00 WIB).
Related questions:
Q: Can I bypass Authenticator to send crypto?
No — Authenticator is mandatory for every Crypto Send transaction and cannot be bypassed under any circumstance.
Q: How long is Crypto Send locked after I reset my PIN?
24 hours from the moment your PIN is reset, applying every time regardless of reason.
Q: Why is the lock longer after an Authenticator reset than after a PIN change?
An Authenticator reset is treated as a higher-risk account change, so it carries a longer 48-hour cooldown compared to the 24-hour PIN-change cooldown.
Q: Do these security cooldowns affect any other app features?
No — only Crypto Send is restricted during these cooldown periods; all other features remain available.