What Do I Need to Unfreeze My Account?

To unfreeze your Pluang account you need three things: your registered phone number reachable for the OTP, the Pluang app on any device, and your own face for Face Match and Liveness Check. Your selfie is matched against the selfie record captured during your identity verification with Pluang, so it has to be genuinely you — nobody can complete it on your behalf, which is what makes the lock safe to leave in place. Once both the match and the liveness check pass, the account returns to active. Unfreezing is only possible in the Pluang app, because Face Match and Liveness Check do not run on the web platform. You get three verification attempts in a session before you need to contact Pluang Care yourself. The whole process is free, including assisted recovery.

What you need before you start:

• The Pluang app, on any device — it does not have to be the device you froze from
• Your registered phone number, active and reachable for the OTP
• Good lighting and a clear view of your face for the selfie and liveness check

Why identity verification is required: freezing only needs your PIN and an SMS code, but unfreezing needs proof that you are physically the account owner. That asymmetry is deliberate — it makes locking the account easy in an emergency while making it hard for anyone who is not you to undo the lock.

If verification fails: you have three attempts in a session. After that you need to contact Pluang Care yourself for assisted recovery, and the account stays frozen and your assets stay safe in the meantime.

Related questions:

Q: Can I unfreeze from the Pluang website?
No. Unfreezing needs Face Match and Liveness Check, and neither runs on the web platform. If you log in to the web while frozen, you will be told to open the Pluang app to complete verification. Freezing is also app-only, so both directions of this feature happen in the app. Browsers cannot run these checks reliably enough for a security control of this kind.

Q: Do I need the same phone I froze the account from?
No. You can unfreeze from any device with the Pluang app installed, as long as you can receive the OTP on your registered phone number, and you can complete the selfie and liveness check yourself. This matters if the phone you froze from was lost or stolen, which is a common reason to freeze.

Q: What is my selfie matched against?
Your unfreeze selfie is matched against the selfie record captured during your identity verification with Pluang. This is why the photo needs to be clear and well lit — a blurry or poorly lit image can fail the quality check even when it is genuinely you, and you would need to retake it. Remove hats, sunglasses, and masks before you start.

Q: How long does unfreezing take?
The verification itself is completed in a single session — a one-time code, a selfie, and a liveness check — and the account returns to active as soon as both checks pass. Note that cashout and Crypto Send stay blocked for 24 hours afterwards as a security measure, even though everything else works again immediately. Buying and selling are available right away.