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 proof of transfer. A purchase is read as failed, for example, when the proof of transfer you uploaded doesn't match your order amount. 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 created a purchase before the 13:00 WIB cut-off, uploaded a proof of transfer for a different amount, then created a new purchase for the transferred amount after the cut-off using the same proof of transfer | In this situation, the new transaction is automatically read as failed | Request a refund by email at tanya@pluang.com. Include your registered email, the transaction details and your proof of transfer so the team can check your case |
| You created a purchase after the 13:00 WIB cut-off, for example on a Friday afternoon, and the proof of transfer you uploaded shows a different amount from your order | The proof of transfer doesn't match the order amount | Create a new purchase for the amount you actually transferred and upload the same proof of transfer before the next exchange day. In the Friday example, do this no later than before Monday |
| 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 purchase still shows under Transaction 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 your proof of transfer.
Related questions:
Q: Why does a mutual fund transaction fail?
For example, when the proof of transfer doesn't match the order amount: if you create a purchase before the 13:00 WIB cut-off, upload a proof of transfer for a different amount, then create a new purchase after the cut-off using the same proof of transfer, the new transaction is automatically read as failed. Separately, a Virtual Account purchase that isn't paid within 24 hours isn't paid, so no units are added. If your purchase still shows under Transaction 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 your proof of transfer so the team can check your case. 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.