Can Pluang Care Freeze or Unfreeze My Account for Me?
Freezing and unfreezing are designed to be self-serve, and in almost every case you do both yourself in the Pluang app. Pluang Care steps in for one specific situation: when you cannot pass Face Match or Liveness Check after three attempts in a session, you need to contact Customer Service yourself for assisted recovery. You reach them yourself through live chat at pluang.com/faq, tanya@pluang.com, or (021) 8063 0065 (Mon–Fri, 09:00–18:00 WIB), and the process may include a video call to verify your identity, similar to the existing new-device verification fallback. Assisted recovery is free. The 24-hour hold on cashout and Crypto Send still applies afterwards, exactly as it would for a self-serve unfreeze. Identity verification is always required — Pluang will not unfreeze an account without confirming who you are.
When you handle it yourself:
- Freezing — always self-serve, from the Pluang app
- Unfreezing — self-serve by default, using a one-time code plus Face Match and Liveness Check
When Pluang Care assists: after three failed Face Match or Liveness Check attempts in a session, you need to contact Customer Service yourself. This is the safety net for genuine cases where verification will not pass — poor camera quality, a significant change in appearance, or repeated technical failures.
What to expect from assisted recovery:
- It is free, like every other part of the freeze and unfreeze flow
- Identity verification is still required — Pluang will not unfreeze an account without confirming who you are, which may include a video call
- The 24-hour hold on cashout and Crypto Send applies afterwards, with no exception for assisted unfreezes
- Your account stays frozen and your assets stay safe throughout
How to reach Pluang Care while frozen: live chat at pluang.com/faq, tanya@pluang.com (24 hours), or (021) 8063 0065 (Mon–Fri, 09:00–18:00 WIB). In-app live chat will not work — a frozen account cannot get into the app. Have your registered details ready.
Related questions:
Q: Will Pluang Care unfreeze my account just because I ask?
No. Identity verification is always required, and Customer Service will confirm who you are before any account is unfrozen — potentially including a video call. An assisted unfreeze that could be triggered by a request alone would be a serious weakness, since anyone claiming to be you could use it to take over an account they had already locked.
Q: How long does assisted recovery take?
This depends on the verification steps needed for your specific case and how quickly you can complete them, so Pluang Care will confirm the timing when you contact them. Your account remains frozen and your assets remain untouched for as long as it takes, so there is no risk to your funds while you wait for the process to finish.
Q: Can I ask Pluang Care to freeze my account instead of doing it myself?
Freezing is built to be self-serve precisely so you never have to wait for support in an emergency — it takes seconds in the app. If you genuinely cannot access the app and believe your account is at risk, contact Pluang Care straight away and explain the situation so they can advise on your options for your specific case.