My Indonesian Asset Verification was rejected because of a system issue. What should I do?
A rejection caused by a system issue doesn't mean anything is wrong with your data, so don't change your details unless the app asks you to. Pluang's team fixes the issue and resubmits your application for you, and you're notified in the app and by email when there's a result. If nothing changes after a few business days, contact Pluang Care.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| The rejection notice mentions a system or technical issue | An error happened while your application was being processed between Pluang, the RDN bank and KSEI | Leave your data as it is. Pluang's team handles the fix and resubmits your application, so you don't need to start again |
| The rejection gives no specific reason | The application stopped for a reason that needs checking on Pluang's side rather than yours | Update the Pluang app, then check the verification page for any step you're asked to complete. If there's none, contact Pluang Care |
| The app or a notification asks you to update or confirm something | Part of your application needs your action before it can continue | Complete the requested step. Pluang then continues processing your application |
| Your e-KTP photo was rejected as unclear, but the photo you took was sharp | A rejection for an unreadable e-KTP can sometimes come from how the document was processed, not from your photo | Retake the photo once in good light with the whole card in frame. If it's rejected again, contact Pluang Care instead of retaking it again |
| A few business days have passed and the status hasn't changed | The fix or the resubmission is taking longer than usual | Contact Pluang Care with your registered email and the date of the rejection |
If the issue persists:
Contact Pluang Care via live chat in the app, email tanya@pluang.com, or call (021) 8063 0065 (Monday–Friday, 09:00–18:00 WIB). Include your registered email, the date of the rejection, and a screenshot of the rejection notice.
Related questions:
Q: Did I do something wrong?
No. A system-issue rejection comes from processing on Pluang's or a partner's side, not from your data or documents.
Q: Do I need to resubmit my application myself?
No, unless the app asks you to. Pluang's team resubmits it once the issue is fixed.
Q: How long does the review take after it's resubmitted?
The usual review takes 1–2 business days. KSEI works on business days only, so weekends and public holidays add time.
Q: Can I keep using my other Pluang assets meanwhile?
Yes. Your Basic Verification stays approved, so the assets it unlocked keep working while this is fixed.