My Virtual Account (VA) top-up hasn't arrived — what should I do?
If your VA top-up hasn't shown up, first check your IDR Crypto Funding balance, not IDR Cash Wallet — that's where all VA top-ups land, and checking the wrong balance is the most common false alarm. If it's genuinely missing after 1×24 hours, contact Pluang Care at tanya@pluang.com with your transaction details.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Balance hasn't increased, but you checked IDR Cash Wallet | VA top-ups credit IDR Crypto Funding, not IDR Cash Wallet | Check IDR Crypto Funding instead — this resolves most "missing" reports |
| Balance hasn't increased in IDR Crypto Funding, less than 1×24 hours since transfer | Bank confirmation can take up to 1×24 hours | Wait out the full 24-hour window before assuming the top-up failed |
| You transferred to a VA number saved from a previous top-up or in your mobile banking history | VA numbers can change without notice — a stale number may not route correctly, and old Permata VA numbers no longer work because Permata VA has been replaced by Bank INA VA (see requirements FAQ) | Always use the VA number currently shown in the app, not a saved one, for every top-up |
| Still missing after 1×24 hours, correct wallet checked, current VA number used | Transaction may be stuck or unconfirmed on the bank's side | Contact Pluang Care with your transaction proof |
If the issue persists:
Email tanya@pluang.com with: your registered name, registered email address, registered mobile number, and a screenshot of the successful transaction showing the reference number, transaction date and time, nominal amount, and destination VA number.
Related questions:
Q: How long should I wait before contacting support about a missing VA top-up?
Wait up to 1×24 hours from your transfer time — most delays resolve within this window without needing to contact support.
Q: Which wallet should I check for a VA top-up?
Check IDR Crypto Funding (Saldo Crypto IDR), not IDR Cash Wallet — VA top-ups always credit IDR Crypto Funding, regardless of which bank you used.
Q: What if I transferred to an old VA number instead of the one currently shown in the app?
VA numbers can change without notice, and if it was an old Permata VA number, the top-up fails or is rejected automatically because Permata VA has been replaced by Bank INA VA. Copy the current number from the app for your next top-up, and contact Pluang Care with your transfer proof so the team can help trace where the funds went.
Q: What information does Pluang Care need to trace a missing VA top-up?
Your registered name, email, mobile number, and a screenshot showing the reference number, date/time, nominal amount, and destination VA number.