Why was my Direct BCA top-up refunded, and when will I get my money back?
A Direct BCA top-up is refunded when Pluang can't credit the transfer to your account, for example because it came from someone else's account, couldn't be matched to your top-up request, or was sent through an e-wallet, a money transfer service or a non-rupiah account. The refund is processed within 2 working days once your data is complete.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| The transfer came from an account in someone else's name | Direct BCA top-ups must come from your own account. A transfer from another person's account isn't accepted, whatever the bank or amount | Contact Pluang Care for the refund. To top up again, transfer from an account in your own name |
| The sender's name is very different from your registered Pluang name | A small difference in how the name is written may still be accepted after a manual check, but a significant mismatch means the transfer can't be credited to you | Contact Pluang Care for the refund, then top up again from an account whose name matches your Pluang name |
| The amount you sent doesn't match the amount shown in the app, or you transferred without creating a top-up request first | Pluang couldn't match your transfer to a top-up request on your account | If you created a top-up request but sent a different amount, submit Payment Confirmation with your proof of transfer if you haven't yet. If you didn't create a request, contact Pluang Care with your proof of transfer. If the transfer still can't be matched, it's refunded through Pluang Care |
| You sent the money through an e-wallet or a money transfer service, such as Flip or BRILink | Transfers through e-wallets or money transfer services aren't accepted for Direct BCA top-ups | Contact Pluang Care for the refund. Next time, transfer directly from your own bank account |
| You sent the money from a foreign-currency account, such as a USD account | Direct BCA top-ups accept rupiah transfers only | Contact Pluang Care for the refund, and top up again from a rupiah account in your own name |
If the issue persists:
If you haven't received your refund within 2 working days of sending complete data, contact Pluang Care via live chat in the app, email tanya@pluang.com, or call (021) 8063 0065 (Monday–Friday, 09:00–18:00 WIB). Include your registered email, the transfer date and amount, the source account number, and your proof of transfer.
Related questions:
Q: How long does a Direct BCA refund take?
Up to 2 working days once your data is complete and valid. Working days exclude weekends and public holidays, because Pluang's operations team works on working days only.
Q: How do I request the refund?
Contact Pluang Care with your proof of transfer. The team tells you what to submit, such as a refund form or a signed statement, depending on how you transferred.
Q: Can I top up from my own account at a bank other than BCA?
Yes. A transfer from your own account at another bank is accepted, as long as the account is in your name and the amount matches the app.
Q: Can I submit Payment Confirmation again with corrected details?
No. Payment Confirmation can be submitted only once per top-up request, so check the source account, amount, date and proof of transfer before you send it.