What should I do if the recipient didn't receive the crypto I sent?
First, check the Block Explorer via Transaction History to confirm your transaction's on-chain status — if it shows successful, the issue is most likely on the receiving platform's side, or a missing Tag/Memo, and you'll need to follow up with them directly.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Transaction shows "successful" on Block Explorer, but recipient says it hasn't arrived | The transaction completed on-chain; the delay or issue is on the receiving platform's side | Contact the receiving platform directly and share your transaction details (including the Block Explorer link) for them to check |
| You sent a coin that requires a Tag/Memo (e.g. XRP) without including it, or with the wrong one | The receiving platform may not be able to credit the transaction to the correct account without the right Tag/Memo | Contact the receiving platform with your transaction hash — they may be able to manually match the deposit |
| You sent to the wrong wallet address or network | Funds were sent to a destination that isn't the intended recipient | This cannot be reversed once broadcast — verify address and network carefully before sending next time |
How to check the Block Explorer:
- Open the Transaction History page in the Pluang app.
- Tap the transaction you want to check.
- Tap View Block Explorer.
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) — Pluang can confirm the transaction record on our side, but resolving a recipient-side issue depends on the receiving platform.
Related questions:
Q: How do I check if my crypto transaction actually completed?
Open Transaction History in the app, tap the transaction, then tap View Block Explorer to see its real on-chain status.
Q: If Block Explorer shows the transaction as successful, is it Pluang's responsibility to fix it?
No — a successful on-chain transaction means the funds left Pluang correctly; any remaining issue is on the receiving platform's side.
Q: Does forgetting a Tag/Memo mean my funds are permanently lost?
Not necessarily — contact the receiving platform with your transaction hash, as they may be able to manually match the deposit to your account.
Q: Can Pluang recover funds sent to the wrong address?
No — once a transaction is broadcast to the blockchain, it cannot be reversed by Pluang or anyone else.