Mutual Fund Transaction Failed: Will I Get My Purchase Money Back?
Yes: if a mutual fund transaction failed after you paid for the purchase, you get your money back by requesting a refund by email at tanya@pluang.com, with your transaction details and any proof of payment. Pluang Care confirms where and when the refund is sent, and helps if it hasn't arrived. If you never completed the payment, such as when the Virtual Account's 24-hour transfer window passed, no money left your account, so there is nothing to refund.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You paid, but the purchase failed | The purchase couldn't be completed after your payment | Request a refund by email at tanya@pluang.com. Include your registered email, the transaction details and any proof of payment so the team can check your case. Pluang Care confirms where and when the refund is sent, and helps if it hasn't arrived |
| You chose Virtual Account but didn't transfer within 24 hours | The Virtual Account transfer window is 24 hours after you choose the payment method | No payment was made for that order, so there is nothing to refund and no units are added. If you still want to buy, create a new purchase and pay using the Virtual Account number shown for the new order within 24 hours |
| You paid, and the mutual fund's asset page still shows the purchase as in progress | The purchase hasn't failed; it is still being processed | Wait: units are added on the next exchange day if your payment was confirmed before 13:00 WIB, or within 2 exchange days if it was confirmed later. See the article "Why Is My Mutual Fund Purchase Taking So Long After I Paid?" |
| You bought the wrong fund or amount and want your money back | Mutual fund purchases can't be cancelled once submitted, so this isn't a failed purchase and the purchase itself can't be reversed | Wait until your units are added, then sell them by following the guide "Cara Menjual Reksa Dana". Sale proceeds reach your registered mutual fund bank account within a maximum of 7 business days. If both funds are from the same investment manager, switching may also be an option |
| You can't place a mutual fund purchase at all | Indonesian Asset Verification, which is required for mutual funds, isn't complete yet | Complete it under Account → Identity Verification → Indonesian Asset Verification; review takes 1–2 business days. See the article "Why Can't I Open or Buy Mutual Funds on Pluang?" for other causes |
If the issue persists:
If your case doesn't match any row above, or you have a question about a refund request, 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 fund name, the transaction details and any proof of payment.
Related questions:
Q: Why does a mutual fund transaction fail?
The reason depends on the transaction, and Pluang Care can check it for you. If a purchase fails after you have paid, your money is refunded: request the refund by email at tanya@pluang.com. Separately, a Virtual Account purchase that isn't paid within 24 hours isn't paid, so no units are added. If the mutual fund's asset page still shows your purchase as in progress, it hasn't failed; it is still being processed.
Q: Where do I request a refund for a failed mutual fund purchase?
By email at tanya@pluang.com. Include your registered email, the transaction details and any proof of payment so the team can check your case, and Pluang Care confirms where and when the refund is sent. For other questions about a mutual fund transaction, you can also reach Pluang Care via in-app live chat or by phone at (021) 8063 0065, Monday to Friday, 09:00–18:00 WIB.
Q: Can I cancel a mutual fund purchase to get my money back?
No. Mutual fund purchases on Pluang cannot be cancelled once submitted, because each transaction is verified by the Pluang team straight away and then processed by the custodian bank. Once your units are added, you can sell them, and the proceeds reach your registered mutual fund bank account within a maximum of 7 business days.
Q: What happens if I don't pay the Virtual Account within 24 hours?
The Virtual Account transfer window is 24 hours after you choose the payment method. If you don't pay within it, the purchase isn't paid, so no units are added and there is nothing to refund. Create a new purchase if you still want to buy.
Q: Which payment method should I use for a new purchase?
As of September 2026, GoPay or Virtual Account for purchases below Rp100,000,000, and Bank Transfer for purchases of Rp100,000,000 and above. Pluang charges an admin fee of Rp4,500 per transaction for GoPay and Rp5,500 per transaction for Virtual Account, plus 11% VAT on that fee.