Do I Need to Verify My Device Before I Can Send Crypto?

Device verification is only required before you can send crypto on Pluang if you are logging in from a phone or tablet that has never accessed your account before. This one-time step, called New Device Verification, uses a selfie combined with a liveness check to confirm that it is genuinely you on the unfamiliar device. Until that check is completed, Crypto Send is temporarily restricted — and so are Cashout, Reset PIN, and Forgot PIN — as a security measure against unauthorised access from a new device. Once you pass the verification, Crypto Send and the other restricted actions become available immediately, with no waiting period. If you are on a device you have signed in from before, or one you used before this feature launched, nothing extra is needed: those devices are already treated as verified, and you can go straight to sending crypto as usual.

• It only affects genuinely new devices. New Device Verification triggers automatically the first time you log in from a phone or tablet that has never accessed your Pluang account. Signing in again on a device you already use does not trigger it, so most people never encounter this step at all.
• The method is a selfie plus a liveness check. Rather than a password alone, Pluang asks you to take a selfie and complete a liveness check — a quick action that proves a live person is present — so someone who only has your login details cannot clear it from another device.
• You get three attempts, then a manual fallback. If the liveness check fails three times, Pluang emails you and requests additional data so the team can complete a manual verification over a video call. This keeps you from being permanently locked out if the automated check struggles with lighting or camera quality.
• The restriction covers several sensitive actions. While a new device is unverified, Crypto Send is blocked, and so are Cashout, Reset PIN, and Forgot PIN. These are grouped together because each could move funds or change account access, so Pluang gates them behind the same identity check.
• Verification unlocks everything at once. As soon as the check succeeds, all of those actions — including Crypto Send — become available immediately. There is no cooling-off delay after you pass.
• Older devices are grandfathered in. Devices that had already logged in before this feature launched are automatically considered verified, so you do not need to re-verify a device you have been using for a while.

Related questions:

Q: What triggers New Device Verification?
Logging in from a phone or tablet that has never previously accessed your Pluang account triggers it automatically. It is tied to the device itself, not to sending crypto, so the check appears when you first sign in on the unfamiliar device rather than at the moment you try to transfer. Devices you already use — and devices used before the feature launched — do not trigger it.

Q: What happens if I fail the liveness check three times?
After three failed attempts, Pluang emails you and asks for additional data so the team can complete a manual verification via video call. This fallback exists so a genuine account owner is not permanently locked out because the automated selfie or liveness check struggled with lighting, camera quality, or a poor connection. Follow the instructions in that email to finish verifying.

Q: Besides Crypto Send, what else is restricted during New Device Verification?
Cashout, Reset PIN, and Forgot PIN are all restricted alongside Crypto Send until verification is complete. These actions are grouped together because each one can either move money out of your account or change how the account is accessed, so Pluang protects them behind the same identity check on any new device.

Q: Do I need to re-verify a device I have used before?
No. Devices that logged in before New Device Verification launched are automatically treated as verified, and any device you already sign in from regularly is not asked to verify again. The check is a one-time step for genuinely new devices only, so returning to a familiar phone or tablet lets you send crypto without repeating it.

Q: Why does Pluang require device verification before sending crypto?
Because Crypto Send moves assets off the platform in a way that cannot be reversed, Pluang adds an identity check when an unfamiliar device is involved. A selfie plus liveness check makes it far harder for someone who has only obtained your login details to send crypto from a device you do not control. It is a security safeguard, not an obstacle for normal use.