Why Can't I Withdraw Physical Gold on Pluang?
If you can't withdraw physical gold on Pluang, the most common reason is that your gold balance doesn't cover the bar plus the fees: printing, shipping and 3% insurance are converted to grams at the sell price and deducted along with the bar. Choose a smaller bar or add gold, then try again. Other causes and fixes are below.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You have enough grams for the bar but cannot complete the withdrawal | The fees are also deducted in grams, and your balance does not cover the bar plus the fees | Buy a little more gold or choose a smaller bar; the review screen shows the total in grams before you tap "Pay" |
| You cannot withdraw because your balance is below 1 gram | The smallest physical withdrawal is 1 gram | Buy gold until you have at least 1 gram plus enough grams for the fees |
| The app asks you to complete verification first | Your account still needs a verification step before physical withdrawals are available | Complete the verification the app asks for, then start the withdrawal again |
| You want delivery to an address that is not on your KTP | Delivery goes to your verified KTP address; a domicile or office address needs supporting documents | Use your KTP address, or provide a kelurahan domicile letter or an HR employment letter (or company ID photo plus selfie) within 5 working days |
| Your withdrawal request was cancelled | Verification was not scheduled, or requested documents were not completed, within 5 working days | Your grams are returned in full with no fee; submit a new request and schedule verification as soon as the email arrives (check Spam too) |
| Gold you are buying on instalment is not available to withdraw | Gold bought through Cicilan Emas is added to your balance only when the instalment status is Completed | Wait until the instalment is Completed, then withdraw; check its status in the "Installment" menu |
If the issue persists:
Contact Pluang Care via live chat in the Pluang app, email tanya@pluang.com, or call (021) 8063 0065 (Monday to Friday, 09:00–18:00 WIB). Have your registered email, the gram amount you tried to withdraw and a screenshot of any message in the app ready.
Related questions:
Q: Am I charged anything if my withdrawal is cancelled?
No. A cancelled physical withdrawal costs nothing, and the grams for the bar and the fees are returned to your gold balance in full.
Q: I never received the email to schedule verification. What now?
Check your Spam folder and the inbox of your registered email. If it is not there, contact Pluang Care before the 5 working days run out, or the request is cancelled.
Q: Can I withdraw gold that I am still paying for on instalment?
No. Gold from Cicilan Emas is added to your balance only when the instalment status is Completed. After that, you can withdraw it like any other gold in your balance.
Q: Why does the review screen show more grams than the bar I chose?
Because the printing fee, shipping fee and 3% insurance are converted to grams at the sell price and added to the bar. Your balance must cover the total.