Why Can't I Withdraw Funds When My Balance Is Enough?
The most common cause is the 24-hour security hold: if you completed a security-sensitive account change in the last 24 hours — a PIN reset, an email or phone-number change, an Authenticator setup, a device verification or reactivation, or adding a bank account — cashout and Crypto Send are paused for 24 hours, then re-enable automatically. Other conditions can also block a withdrawal.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Cashout blocked within 24 hours of a PIN reset, email or phone-number change, Authenticator setup or reset, device verification, account reactivation, or adding a bank account | The 24-hour security hold. Cashout and Crypto Send are paused for 24 hours after any of these seven activities | Wait until 24 hours have passed since the change completed. It lifts automatically — there is nothing to request and Pluang Care cannot shorten it |
| Cashout blocked within 24 hours of unfreezing your account | The post-unfreeze hold — same 24 hours, same scope | Wait out the 24 hours from the moment the unfreeze succeeded |
| Withdrawal above Rp250,000,000 rejected at submission | Amounts over Rp250,000,000 can only go to a major bank: BNI, BCA, BRI, Mandiri, BSI, CIMB or Danamon | Use a major bank account, or split the withdrawal into amounts of Rp250,000,000 or less |
| Withdrawal blocked at submission with no security change made recently | The destination bank account is inactive or dormant | Withdraw to an active bank account, or reactivate the account with your bank first |
| Withdrawal blocked after several withdrawals the same day | The Rp500,000,000 daily limit has been reached. This limit applies to IDR Crypto Funding; RDN has no daily limit | Wait for the limit to reset at 00:00 WIB, then withdraw the remainder |
| Cashout unavailable right after logging in on a phone or tablet you have not used before | New device verification has not been completed. Cashout, Crypto Send, Reset PIN and Forgot PIN are all held until it is | Complete the face and liveness check. Note that cashout then stays held a further 24 hours, because completing the verification is itself a trigger |
| Nothing in the app works, and every device has been logged out | The account is frozen | Unfreeze it from the login screen. Cashout stays held for 24 hours after the unfreeze succeeds |
If the issue persists:
If none of the conditions above apply, or more than 24 hours have passed since your last account change and cashout is still blocked, 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). Have ready the date and time of any account change you made, the amount you are trying to withdraw, and the destination bank account.
Related questions:
Q: How do I tell whether it is the 24-hour hold or something else?
Check whether you made any account change in the last 24 hours. If yes, that is almost certainly the cause. If no, work through the other rows above.
Q: Will the app tell me the 24-hour hold is the reason?
No. There is currently no banner, countdown or message explaining the hold, which is why it often looks like an error rather than a deliberate security measure.
Q: Can Pluang Care release my funds early?
No. The 24-hour hold cannot be shortened or lifted by anyone, including Pluang Care. It expires by itself and there is no exception process, even for urgent cases.
Q: Can I still sell my assets while cashout is blocked?
Yes. Buying, selling, topping up and viewing your portfolio all work normally. Only cashout and Crypto Send are paused, so you can have the cash ready to withdraw.
Q: Does this affect Crypto Send as well as cashout?
Yes, for the security hold and freeze rows — both block Crypto Send too. The amount, bank-account and daily-limit rows apply to cashout only.