Why Is My Mutual Fund Purchase Taking So Long After I Paid?
Your mutual fund purchase takes time because your units are added only after the purchase is completed, not at the moment you pay. If your payment was confirmed before 13:00 WIB on an exchange day, your units are added on the next exchange day; if it was confirmed at or after 13:00 WIB, or on a weekend or holiday, they are added within 2 exchange days. Until then, the purchase shows under Transaction in Progress in the Your Position section of that mutual fund.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| You paid before 13:00 WIB on an exchange day, and your units haven't appeared the same day | This is normal processing. The purchase is processed that day at that day's NAB, which is only published between 21:00 and 24:00 WIB | Wait until the next exchange day. Your units are added once the purchase is completed |
| You paid at or after 13:00 WIB, including when you created the order earlier but your payment was confirmed after 13:00 WIB | What counts is the time your payment is confirmed, not the time you created the order. Payments confirmed at or after the 13:00 WIB cut-off are processed on the next exchange day, at that day's NAB | Allow up to 2 exchange days for your units to be added |
| You paid on a weekend, a national holiday or a Cuti Bersama day | Only exchange days count: Monday to Friday, excluding national holidays and Cuti Bersama. A purchase paid on a non-exchange day is processed on the next exchange day | Count exchange days only. For example, a purchase paid on Friday after 13:00 WIB gets Monday's NAB and is completed on Tuesday |
| The purchase doesn't appear under Transaction in Progress at all | Your payment hasn't been received for this order, for example because the Virtual Account wasn't paid within the 24-hour transfer window that starts when you choose the payment method | Check that you paid the Virtual Account number and total purchase amount shown for that order within 24 hours. If the window passed without payment, create a new purchase. If you did pay, contact Pluang Care with your proof of payment |
| The proof of transfer you uploaded shows a different amount from your order | A purchase with a mismatched proof of transfer can be read as failed, depending on when you created and corrected the order | Follow the article "Mutual Fund Transaction Failed: Will I Get My Purchase Money Back?". Refunds for a failed purchase are requested by email at tanya@pluang.com |
| Your units have appeared, but there are fewer or more than you expected | Your number of units follows your final NAB. The NAB shown when you ordered was the previous exchange day's NAB, used only as an estimate | Check the final NAB in your transaction details once the purchase has been verified. See the article "Why Is My Mutual Fund NAV Different From the One I Saw When I Ordered?" |
If the issue persists:
If your units still haven't been added after these time frames have passed, 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, your payment time and your proof of payment.
Related questions:
Q: Where can I see a mutual fund purchase that is still being processed?
In the Your Position section of the mutual fund asset page. Transaction in Progress shows the rupiah value of the purchase still being verified, and On Going Purchase shows those units. They are not counted in your Number of Units yet, but their value is included in Total Value.
Q: Why is my mutual fund purchase taking long when I ordered before 13:00 WIB?
Because the cut-off counts from when your payment is confirmed, not when you placed the order. A purchase counts as completed before the cut-off only if your payment is confirmed successful before 13:00 WIB on an exchange day. A payment confirmed later follows the next exchange day's timing, so your units are added within 2 exchange days.
Q: How long should I wait before contacting Pluang Care?
Wait until the normal time frame has passed: 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, with weekends and holidays not counted. If your units still haven't been added after that, contact Pluang Care with your proof of payment. The full timing is in the article "How Long Does a Mutual Fund Purchase Take on Pluang?".
Q: Can I sell or switch units that haven't been added yet?
Not yet. Units from a purchase are added only after the purchase is completed, and only Available Units, which exclude units still being purchased, can be switched. Once your units are added, you can sell them by following the guide "Cara Menjual Reksa Dana", or switch them.
Q: Can I cancel the purchase while I wait?
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. If you change your mind, you can sell the units once they have been added.