What Should I Do If the Verification Service Is Unavailable When I Try to Unfreeze?
Wait and try again later — this is a temporary service issue, not a problem with your account. The unfreeze screen shows an unavailable state when the verification service cannot be reached. Your account stays frozen and your assets stay completely safe in the meantime, and a failed attempt caused by this does not count against you.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| "System down" message on the verification screen | The identity verification service is temporarily unavailable | Close the flow and try again later. Nothing is wrong with your account |
| Verification screen will not load or hangs | Weak or unstable internet connection | Switch between Wi-Fi and mobile data, then retry |
| Camera does not open for the selfie | The Pluang app does not have camera permission on your device | Enable camera permission for Pluang in your phone settings, then retry |
| The flow fails immediately every time | The app version is outdated | Update the Pluang app to the latest version from your app store and retry |
| Still unavailable after several hours | An extended service issue | Contact Pluang Care so they can confirm the status and advise |
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. Explain that the verification service is unavailable and they can confirm whether it is a known issue.
Related questions:
Q: Does a failed attempt from a service outage use up one of my three tries?
A service outage is not a verification failure. If your attempt counter looks wrong afterwards, contact Pluang Care.
Q: Are my funds at risk while I wait?
No. The account stays frozen, so nothing can be traded or withdrawn by anyone. Your assets and balances are untouched.
Q: Can Pluang Care unfreeze my account while the service is down?
Contact them to ask — they can confirm the service status and advise on options for your specific case.
Q: Should I keep retrying every few minutes?
No need. Wait a while before retrying. Repeatedly reopening the flow will not make the service come back faster.