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 check that you used one of the accepted transfer methods — BI-FAST, Real Time Online, RTGS, SKN, or Bank Teller transfer — and sent the exact amount shown in the app, unique code included. 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 (Pluang's team only works on working days and during working 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 can cause it to fail — in which case Pluang refunds 100% of the amount sent.

• Check the transfer method and amount first. BI-FAST, Real Time Online, RTGS, SKN, and Bank Teller transfer are all accepted; RTGS, SKN, and Bank Teller transfer may be slower. It's also important that you sent the exact amount shown in the app, unique code included.
• 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's team only works on working days and during working 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 can cause a failed top-up: 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?
It can, if you used a method outside the accepted list: BI-FAST, Real Time Online, RTGS, SKN, and Bank Teller transfer. At a bank branch, for example, a cash deposit slip isn't accepted; ask for a book transfer or interbank transfer instead. RTGS, SKN, and Bank Teller transfer are accepted but may be slower.

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's team only works on working days and during working 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.