How do I talk to a human agent at Pluang Care?
To talk to a human agent at Pluang Care, open live chat in the Help or Contact Us section of the Pluang app and ask to be connected to a live agent, for example when the chat's first answer doesn't solve your problem. If you can't get into the app, use the live chat at pluang.com/faq instead. An agent joins as soon as one is available, so stay in the chat and reply when they respond, because a chat left inactive can close automatically. You can also email tanya@pluang.com, which is monitored 24 hours, or call (021) 8063 0065, Monday to Friday, 09:00–18:00 WIB. Have your registered email, a short description of the issue and any screenshots ready, so the agent can help you faster. Never share your PIN, OTP or password, even with an agent.
Ways to reach Pluang Care
| Channel | Where to find it | Best for |
|---|---|---|
| In-app live chat | Help or Contact Us section of the Pluang app | Most questions, especially account-specific or time-sensitive ones |
| Web live chat | pluang.com/faq | When you can't get into the app, for example if your account is frozen |
| tanya@pluang.com, monitored 24 hours | Non-urgent issues, or when you need to attach screenshots or documents | |
| Call centre | (021) 8063 0065, Monday–Friday, 09:00–18:00 WIB | Talking to someone by phone during office hours |
Related questions:
Q: Why was my support ticket closed?
A ticket closes once your issue is resolved. If Pluang Care is waiting for a reply or information from you, you may get a reminder email first, and if there's still no reply, the ticket can close automatically after a while. If your issue isn't solved, contact Pluang Care again through live chat or tanya@pluang.com, mention your earlier conversation, and include the details the team asked you for.
Q: Why did my live chat end before my issue was solved?
A live chat can close automatically when it's inactive for a while, for example when an agent has replied and the chat gets no response. If your chat ended, start a new one and describe your issue again, including any details you'd already shared. To keep a chat open, stay in it and reply when the agent responds. For issues that need documents or screenshots, email tanya@pluang.com instead.
Q: Can I reach an agent if I can't log in to the app?
Yes. Use the live chat at pluang.com/faq, which works outside the app, or email tanya@pluang.com. You can also call (021) 8063 0065, Monday to Friday, 09:00–18:00 WIB. Have your registered email and phone number ready so the agent can find your account, and explain why you can't log in. Never share your PIN, OTP or password, even when you're asked to prove who you are.
Q: What details can I safely share with an agent?
Share what the agent needs to find your account and understand the issue, such as your registered email, a description of the problem, any error message, and the date, time, amount and asset for a transaction. Never share your PIN, OTP or password with anyone, including someone on an official Pluang channel. Treat any request for them as a likely scam and report it to Pluang Care.