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 | The 24-hour security hold after an account data change. Cashout is blocked for the same window | Wait 24 hours from when the change completed before trying again |
| Crypto Send is blocked shortly after resetting your PIN or using Forgot PIN | The 24-hour security hold after a PIN reset | Wait 24 hours from when the reset completed before trying again |
| Crypto Send is blocked shortly after setting up or resetting Authenticator | The 24-hour security hold after an Authenticator setup or reset — the same window as every other trigger | Wait 24 hours from when the setup or reset completed before trying again |
| Crypto Send is blocked shortly after verifying a new device, reactivating your account, or adding a bank account | The same 24-hour security hold — these are three of its seven triggers | Wait 24 hours from when that activity completed before trying again |
| Crypto Send is blocked shortly after unfreezing your account | The post-unfreeze hold — same 24 hours, same scope | Wait 24 hours from when the unfreeze succeeded |
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 reset completed, applying every time regardless of reason. Cashout is blocked for the same 24 hours.
Q: Is the lock longer after an Authenticator reset than after a PIN change?
No. Every security-sensitive account change carries the same 24-hour hold — there is no longer a separate, longer window for an Authenticator reset.
Q: Do these security holds affect any other app features?
Cashout is blocked too — the hold covers both routes that move value out of your account. Everything else stays available: you can log in, view your portfolio, buy, sell and top up as normal.