What Should I Do If My GoInvestasi Gold Withdrawal Fails?
If your GoInvestasi gold withdrawal fails, or you cancel it, the gold balance and the fees you paid, for printing, shipping and insurance, are returned to the cash balance of your Pluang account. The refund does not go back to GoPay, even though you paid the fees from GoPay. GoInvestasi gold is integrated with Pluang, so that balance is waiting for you in the Pluang app. If you do not have the Pluang app yet, install it and log in with the same phone number you registered on GoInvestasi, and you can use the returned balance from there. Nothing is deducted for the failed attempt: all three fees are returned along with the gold balance. A failed withdrawal is different from a Pending one, which happens when a payment problem occurs after your gold balance is deducted and returns the gold to your GoInvestasi account within 60 minutes.
What is returned and where
| Item | Returned to |
|---|---|
| Gold balance | The cash balance of your Pluang account |
| Printing fee | The cash balance of your Pluang account |
| Shipping cost | The cash balance of your Pluang account |
| Insurance | The cash balance of your Pluang account |
To use the returned balance
- Install the Pluang app if you do not have it yet.
- Log in with the phone number registered on GoInvestasi, so you land in the same, integrated account.
- Open your cash balance to see the returned amount.
Pending is not the same. If the payment hit a problem after your gold balance was deducted, the status is Pending instead, and the gold returns to your GoInvestasi account within 60 minutes. If it has not returned after 60 minutes, email tanya@pluang.com.
Related questions:
Q: Why did my refund go to Pluang instead of GoPay?
GoInvestasi gold is integrated with Pluang, so when a GoInvestasi physical withdrawal fails or is cancelled, the gold balance and the fees are returned to the cash balance of your Pluang account, not to your GoPay balance. You can use that balance by logging in to the Pluang app with the phone number registered on GoInvestasi. It is the same account behind both apps.
Q: I do not have the Pluang app. How do I get my refund?
Install the Pluang app and log in with the same phone number you registered on GoInvestasi. Because the two are integrated, the app opens the account that holds your returned gold balance and fees, and you can see them in your cash balance there. From the Pluang app you can then use that balance, for example to buy gold again or to withdraw it to your bank account.
Q: Are all the fees returned when a GoInvestasi withdrawal fails?
Yes. When a GoInvestasi physical withdrawal fails or is cancelled, the printing fee, the shipping cost and the insurance are all returned together with the gold balance, to the cash balance of your Pluang account. Nothing is kept for the failed attempt. If the amounts you see do not match what you paid, contact Pluang Care at tanya@pluang.com with the details of the withdrawal.
Q: My withdrawal says Pending, not failed. Is it the same?
No. Pending means a payment problem happened after your gold balance was deducted. In that case you wait up to 60 minutes from the notification, and the gold balance returns to your GoInvestasi account rather than to Pluang. If it has not returned after 60 minutes, email tanya@pluang.com. A failed or cancelled withdrawal, by contrast, returns everything to the cash balance of your Pluang account.