What Should I Do If My GoInvestasi Gold Withdrawal Is Pending?
A GoInvestasi gold withdrawal shows as Pending when something goes wrong while you are completing the payment but your gold balance has already been deducted. You do not need to do anything straight away: wait up to 60 minutes from the time you received the notification, and the gold balance returns to your GoInvestasi account. The Pending status does not mean the gold is lost; it means the withdrawal did not go through and the deducted gold is on its way back. If 60 minutes have passed and the balance still has not returned, email Pluang Care at tanya@pluang.com with the details of the withdrawal, so the team can check it. Once the gold is back, it is yours to hold, sell or withdraw again through the usual GoInvestasi flow. Pending is different from a failed withdrawal, whose refund goes to the cash balance of your Pluang account.
What each status means
| Situation | What it means | What to do |
|---|---|---|
| Pending, within 60 minutes | The payment hit a problem after your gold balance was deducted | Wait; the gold balance returns to your GoInvestasi account |
| Pending, after 60 minutes | The gold balance has not returned in the expected time | Email tanya@pluang.com |
| Failed or cancelled | The withdrawal did not go ahead | Check the cash balance of your Pluang account, where the gold balance and fees are returned |
Timing starts at the notification. The 60 minutes count from the moment you received the notification about the withdrawal, not from when you started the request. Note that time so you know when to follow up.
When you email. Include the phone number registered with GoInvestasi, the date and time of the notification, and a screenshot of the Pending status, so the team can find the transaction quickly.
Related questions:
Q: Why is my GoInvestasi gold withdrawal Pending?
A withdrawal becomes Pending when there is a problem completing the payment, for example the GoPay payment step does not finish, after your gold balance has already been deducted. Because the withdrawal cannot go ahead without the payment, the system holds it as Pending and returns the deducted gold balance to your GoInvestasi account within 60 minutes of the notification you received.
Q: Have I lost my gold if the withdrawal is Pending?
No. The deducted gold balance returns to your GoInvestasi account, at the latest 60 minutes after you received the notification. Pending simply means the withdrawal did not complete. If the balance has not come back after 60 minutes, email tanya@pluang.com with the phone number registered with GoInvestasi and the time of the notification, and the Pluang team will check what happened to it.
Q: What is the difference between Pending and failed?
Pending happens when the payment runs into a problem after your gold balance was deducted: the gold returns to your GoInvestasi account within 60 minutes. A failed or cancelled withdrawal is handled differently: the gold balance and the fees for printing, shipping and insurance are returned to the cash balance of your Pluang account, which you can use by logging in to the Pluang app with your GoInvestasi number.
Q: Can I try the withdrawal again after the gold comes back?
Yes. Once the gold balance is back in your GoInvestasi account, you can place a new physical withdrawal request through the Gojek app in the usual way. Before you do, check that your GoPay balance covers the printing and shipping costs, since those are debited from it at the payment step, and that the phone number registered with GoInvestasi is active for the confirmation call.