Why Does Face Match Keep Failing When I Try to Unfreeze My Account?
The most common cause is photo quality — poor lighting, a blurred image, or a partly covered face will fail the check even when it is genuinely you. Retake the selfie in bright, even light with nothing covering your face. You have three attempts in a session; after that you need to contact Pluang Care yourself.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| "Photo unmatched" | The selfie does not match the record from your identity verification — often caused by heavy shadow, an extreme angle, or a significant change in appearance | Retake facing the camera straight on in even lighting. If it still fails after your attempts are used, contact Pluang Care for assisted recovery |
| "Blur photo" | The camera moved during capture, or the lens is dirty or obstructed | Wipe the lens, hold the phone steady with both hands, and retake |
| "Photo quality failed" | Lighting is too dim or too harsh, or something is covering part of your face | Move to bright, even light. Remove hats, sunglasses, and masks, and tie back hair covering your face |
| "Liveness failed" | The on-screen prompts were not completed, or movement was too fast or too slow | Retake and follow each prompt at a steady, natural pace, keeping your whole face in frame throughout |
| "Max attempt reached" | You have used all three verification attempts in this session | Contact Pluang Care for assisted recovery — you cannot continue self-serve until they help |
| Verification screen will not load | The verification service is temporarily unavailable | Wait and try again later — see the article on verification service unavailability |
If the issue persists:
Contact Pluang Care yourself via live chat at pluang.com/faq, email tanya@pluang.com, or call (021) 8063 0065 (Mon–Fri, 09:00–18:00 WIB). In-app live chat is not available while your account is frozen, because you cannot get into the app. Assisted recovery is free, and your account stays frozen with your assets untouched while you wait.
Related questions:
Q: How many attempts do I get?
Three per session. A session ends only when you log out, so in practice using all three means contacting Pluang Care.
Q: Can I try again tomorrow instead?
Once you have used all three attempts in a session, you need to contact Pluang Care yourself rather than getting a fresh set the next day.
Q: My face has changed a lot since I registered — will it still match?
It may fail. Contact Pluang Care for assisted recovery, which verifies your identity another way.
Q: Are my funds at risk while I cannot unfreeze?
No. The account stays frozen and locked, so nothing can be traded or withdrawn by anyone, including you, until it is unfrozen.