Can I Freeze or Unfreeze My Account from the Pluang Website?
No. Both freezing and unfreezing are available in the Pluang app only — neither can be done on the web platform. If your account is already frozen and you try to log in on the web, you will be told to open the Pluang app to complete verification, because unfreezing requires Face Match and Liveness Check and those run on the app only. The same applies to starting a freeze: you need the app for that too. If you are on a desktop and think your account may be compromised, install or open the Pluang app on your phone and freeze from there. A freeze started in the app still ends every session everywhere, including any web session you have open.
What this means in practice:
- To freeze your account, use the Pluang app on your phone — there is no equivalent on the web
- To unfreeze, use the Pluang app on any phone; the web will redirect you there
- A freeze logs you out of every session, web sessions included
Why unfreezing is app-only: it requires Face Match and Liveness Check against your identity verification record, and those checks need the app's camera integration. Browsers cannot run them reliably enough for a security control of this kind.
If you only have a desktop right now: install the Pluang app on a phone and log in with your registered number. You do not need to use the same device you normally use — any phone with the app works, as long as you can receive your OTPs and complete the selfie yourself.
Related questions:
Q: Will freezing in the app also log me out of Web Trading?
Yes. Freezing ends every active session across all platforms at once, so any Web Trading session you have open is logged out along with your app sessions. There is no session anywhere that survives a freeze, which is the point — a partial lock would leave a way in for anyone already holding a live session on another device.
Q: What happens if I log in to the web while my account is frozen?
You are told the account is locked and that unfreezing has to be done in the Pluang app. The web cannot complete Face Match or Liveness Check, so there is no way to finish the process there — the message routes you to the app rather than leaving you stuck without an explanation.
Q: Can Pluang Care freeze my account for me if I have no phone?
Contact Pluang Care through live chat at pluang.com/faq, tanya@pluang.com, or (021) 8063 0065 (Mon–Fri, 09:00–18:00 WIB) and explain your situation. They can advise on the options available for your specific case if you genuinely cannot access the app. Note that unfreezing will still need a phone, since Face Match and Liveness Check run only in the app.