My 24-Hour Hold Has Passed but Cashout Is Still Blocked
The most common cause is that the 24 hours have not actually finished: the clock starts when the account change completed, not when you began it, and it runs on Pluang's server time rather than your device clock. The second most common cause is a second triggering activity restarting the window without you realising. Check both before reporting a fault.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Cashout still blocked shortly after you calculated 24 hours had passed | You counted from when you started the change. The clock starts when the change completed and took effect — which can be minutes or, for a change Pluang Care processed manually, hours later | Find the confirmation email Pluang sent for the change and count 24 hours from its timestamp |
| Cashout still blocked and you are certain a full day has passed since your first change | A second triggering activity restarted the 24 hours. Any of the seven activities resets the clock from the most recent one | List every account change you made — PIN, email, phone number, Authenticator, device verification, added bank account, reactivation — and count 24 hours from the latest |
| The end time you worked out does not match what Pluang applies | You used your device clock or a different time zone. The hold runs on Pluang's server time | Recheck against WIB. Adjusting your phone's clock or time zone has no effect on the hold |
| Cashout button still greyed out on a screen you already had open | The app is showing a state loaded before the hold expired | Pull to refresh, or close and reopen the app. No logout is needed |
| Hold has genuinely expired but the withdrawal is still refused | A different blocker is in play — amount above Rp250,000,000 to a non-major bank, an inactive destination account, or the Rp500,000,000 daily limit reached | Work through the conditions in the FAQ on being unable to withdraw when your balance is enough, which covers every cashout blocker |
| Nothing in the app works and every device is logged out | The account is frozen, which is separate from the 24-hour hold | Unfreeze from the login screen; a further 24-hour hold applies from when the unfreeze succeeds |
| All of the above checked and cashout is still blocked | A genuine issue worth investigating | Contact Pluang Care with the details below |
If the issue persists:
This is the one situation on this topic where contacting support is the right move — a hold that has not lifted after a full 24 hours is not expected behaviour. Contact Pluang Care via live chat in the app, email tanya@pluang.com, or call (021) 8063 0065 (Mon–Fri 09:00–18:00 WIB). Include the exact date and time of every account change you made, the amount and destination bank account you are trying to withdraw to, and a screenshot of what you see when the withdrawal fails.
Related questions:
Q: Can Pluang Care lift the hold if it has not expired yet?
No. Pluang Care can confirm a hold is active and when it ends, but cannot shorten or lift it. Only an expired hold that has not cleared is worth escalating.
Q: How do I find the exact time my change completed?
Use the confirmation email Pluang sent for that change — those are timestamped. For a change Pluang Care processed, ask them when it was applied, not when you requested it.
Q: Does reinstalling the app or switching devices help?
No. Neither affects the hold, and logging in on a new device makes it worse — completing the device verification starts a fresh 24 hours.
Q: Does the hold pause outside working hours or at weekends?
No. It runs continuously through nights, weekends and public holidays. A change completed on Friday evening clears on Saturday evening.
Q: How can I tell the difference between the hold and a frozen account?
A frozen account cannot be used at all and logs out every device. During the hold you can log in, view your portfolio, buy and sell as normal.