What If My Balance Hasn't Updated After a Direct BCA Top-Up?

If your balance hasn't updated after a Direct BCA Transfer top-up, first confirm you used the Real Time Online transfer method — this is the method required for your top-up to be credited successfully, and using a different method can delay or block crediting. Then check that you've submitted payment confirmation in the Pluang app with the correct source account number, transfer amount, and transfer date, along with proof of transfer. Pluang checks every top-up within a maximum of 1 working day (Ops only work within working days and hours, so this isn't calendar time) and emails you the result. Your top-up can still be accepted even if there's a minor difference between the sender's account name and your registered Pluang name, but a mismatched amount, a transfer from an account you didn't declare, or a transfer made without first submitting a request in the app will cause it to fail — in which case Pluang refunds 100% of the amount sent.

• Check the transfer method first. Real Time Online is required for successful crediting; RTGS, SKN, and Bank Teller transfer are also accepted but may be slower. BI-FAST is currently unavailable (temporarily closed pending Bank Indonesia's approval to reopen it) — if you used BI-FAST, that's the most likely reason your balance hasn't updated.
• Confirm payment in the app. Make sure you've completed payment confirmation on Pluang before expecting your balance to reflect the top-up.
• Fill in the details correctly. The source account number, transfer amount, and transfer date all need to be entered accurately, along with proof of transfer showing the source account and amount.
• Checking takes up to 1 working day (not calendar time — Pluang Ops only work within working days and hours). Pluang emails you once the check is complete, confirming whether your balance has been updated.
• Name mismatches are tolerated within reason. If there's no significant difference between the sender's account name and your registered Pluang name, your top-up can still be accepted and credited.
• What causes a hard failure: a mismatched transfer amount, funds sent from an account you didn't declare, or a transfer made without first submitting a top-up request in the app.
• Refunds are 100%. If your top-up fails for any of the reasons above, Pluang refunds the full amount you sent — no deduction.
• To get your refund smoothly, make sure you've submitted proof of transfer stating the transfer amount and source account number in the Payment Confirmation menu.
• Refund timing: up to 2 working days after all your data is complete.

Related questions:

Q: Can using the wrong transfer method cause my Direct BCA top-up to fail?
Yes — most commonly if you used BI-FAST, which is currently closed, pending Bank Indonesia's approval to reopen it, or any other method entirely outside the accepted list (Real Time Online, RTGS, SKN, Bank Teller transfer). Real Time Online is required for the fastest, most reliable crediting; the other accepted methods work but may be slower or need manual matching.

Q: Will my top-up still go through if the sender's name doesn't exactly match my Pluang account name?
In most cases, yes. Pluang tolerates minor differences between the sender's bank account name and your registered Pluang name, and your balance will still update. A significant mismatch, however, is treated as a failed top-up and refunded in full rather than credited.

Q: How long does it take for Pluang to check a Direct BCA top-up that hasn't updated?
Up to 1 working day from submission — Pluang Ops only work within working days and hours, so this isn't calendar time. Once the check is complete, Pluang sends you an email confirming whether your balance has been updated or, if the top-up failed, that a refund is being processed instead.

Q: How much of my money do I get back if my Direct BCA top-up fails?
100% of the amount you sent. Pluang doesn't deduct any portion of a failed top-up — the full nominal is refunded, provided you've submitted the required proof of transfer in the Payment Confirmation menu so the refund can be processed.

Q: What information do I need to submit for a smooth refund on a failed Direct BCA top-up?
Proof of transfer stating the transfer amount and source account number, submitted through the Payment Confirmation menu in the Pluang app. Missing or incomplete details can delay the refund beyond the standard 2-working-day processing window.