What counts as suspicious activity on a Pluang account?
Suspicious activity on a Pluang account is any sign that someone other than you is using your account or trying to get into it. The most common signs are an OTP or login code you didn't request, a confirmation for a change you didn't make, such as a new email address or updated KTP data, and orders, cashouts or Crypto Sends you don't recognise. Pluang protects every account in layers: your PIN, OTP or biometrics to log in, an Authenticator check for sensitive actions, and a face and liveness check before money can leave the account from a new device. If you see any of these signs, freeze your account straight away from Settings → Privacy and Security → Account Control → Freeze Account. A freeze logs out every device and blocks cashout and Crypto Send, and only you can undo it, because unfreezing needs your face. Then contact Pluang Care.
Signs to watch for
| Sign | What it can mean | What to do |
|---|---|---|
| An OTP or login code you didn't request | Someone may be trying to log in with your phone number or email | Never share the code. Freeze your account if it keeps happening. |
| A confirmation for a change you didn't make, such as your email, phone number or KTP data | Someone may already be in your account | Freeze your account, then contact Pluang Care. |
| Orders, cashouts or Crypto Sends you don't recognise | Someone may be trading or moving your funds | Freeze your account straight away, then contact Pluang Care with the transaction details. |
| A call, message or website asking for your PIN, OTP or password | A phishing attempt: Pluang never asks for your PIN or OTP through any channel | Don't reply, click or share anything. Report it to Pluang Care. |
Some things look alarming but are normal. If cashout and Crypto Send are blocked for 24 hours right after you reset your PIN, change your email or phone number, add a bank account or verify a new device, that is Pluang's automatic 24-hour security hold, not a sign of fraud.
While your account is frozen you can't open in-app live chat. Contact Pluang Care through live chat at pluang.com/faq, tanya@pluang.com, or the call centre on (021) 8063 0065 (Monday to Friday, 09:00–18:00 WIB).
Learn more: how Pluang protects your account and how Account Freeze works on Pluang.
Related questions:
Q: Will Pluang tell me when something changes on my account?
Yes, for the changes that matter most. Pluang emails a confirmation to your registered email when your email address, KTP data or other personal details change, and shows an in-app notice when your phone number changes. Freezing and unfreezing your account are confirmed by push notification and email. If a confirmation arrives for a change you didn't make, treat it as suspicious: freeze your account and contact Pluang Care.
Q: What should I do first if I think someone else is using my account?
Freeze it. Go to Settings → Privacy and Security → Account Control → Freeze Account, give a reason, then confirm with your PIN and the OTP sent by SMS. Every device is logged out, open orders are cancelled, and cashout and Crypto Send are blocked, while your assets stay where they are. To unfreeze, you log in and pass a face and liveness check against your verification selfie, so whoever got in can't undo the freeze.
Q: Is a 24-hour block on cashout after I changed my PIN a sign of fraud?
No. After a PIN reset, an email or phone-number change, a new Authenticator, a device verification, an account reactivation or a new bank account, Pluang automatically blocks cashout and Crypto Send for 24 hours. Every account gets this hold, and it ends by itself. It exists so that if someone did take over an account, they couldn't move money out straight away. If you didn't make the change, freeze your account.
Q: Is a login from a new phone always suspicious?
No. If you've just bought a new phone or reinstalled the app, logging in from it is normal. Pluang then asks for a face and liveness check before you can cash out, use Crypto Send or reset your PIN on that device, and the 24-hour security hold follows. What is suspicious is a login OTP you didn't ask for: never share it, and freeze your account if it keeps happening.