Why did my VA top-up fail on Pluang?
A VA top-up most often fails for one of three reasons: you sent it to an old Permata VA number, which no longer works; you sent it to a Bank INA VA number, which isn't available at the moment; or you sent it to a BCA, BRI, or Mandiri VA from a different bank. Check the table below.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Transfer to a VA number you used before fails or is rejected | It's an old Permata VA or Bank INA VA number — Permata VA is no longer offered, and Bank INA VA isn't available at the moment | Start a new top-up in the Pluang app (Wallet → a balance other than RDN → Top Up → choose your bank) and follow the instructions shown |
| Bank app rejects the transfer or shows an error before it completes | Sending account is from a different bank than a BCA, BRI, or Mandiri VA (e.g. transferring to BCA VA from a Mandiri account) | Use an account at the same bank as the VA. If your bank isn't BCA, BRI, or Mandiri, use BCA Direct Transfer (minimum Rp500,000), QRIS, or GoPay |
| Transfer completes on your bank's side, but Pluang shows no record of it | You may have used an outdated VA number saved in your mobile banking history | Always copy the VA number currently shown in the app, and contact Pluang Care with your transfer proof if this happens |
| Transfer somehow completes below Rp10,000 (uncommon — most banks block sub-Rp10,000 transfers) | Amount is under Pluang's minimum VA top-up | Most banks block transfers under Rp10,000, so this is rare. If one did go through, sending a new Rp10,000+ top-up is a separate transaction and won't recover the earlier below-minimum amount — contact Pluang Care with your transfer proof to trace it |
| Top-up is rejected because the sending account isn't in your name | Account name doesn't match your registered Pluang name, so the top-up is rejected outright | Contact Pluang Care — do not resend from the same mismatched account |
If the issue persists:
Email tanya@pluang.com with your registered name, email, mobile number, and a screenshot of the failed or unclear transaction (reference number, date/time, nominal amount, destination VA number).
Related questions:
Q: Is a failed VA top-up different from one that's just delayed?
Yes. A failure typically means the transfer was rejected or never routed correctly (often a wrong-bank or wrong-number issue); a delay means it went through but hasn't credited your balance yet. See the related "top-up hasn't arrived" FAQ for delay-specific guidance.
Q: I topped up to my old Permata VA number — what should I do?
Permata VA is no longer available, so old Permata VA numbers no longer work and top-ups to them fail or are rejected automatically. Start a new top-up in the Pluang app and follow the instructions shown. If your bank shows the money left your account, contact Pluang Care with your transfer proof.
Q: I sent a top-up to a Bank INA VA number — what should I do?
Bank INA VA isn't available at the moment. If your bank shows the money left your account, contact Pluang Care with your transfer proof so the team can check it. For your next top-up, use the method shown in the Pluang app.
Q: Why does my bank reject the transfer before it even reaches Pluang?
This usually happens when you're transferring to a BCA, BRI, or Mandiri VA number from a bank that doesn't match it — for example, trying to send to a BCA VA number from a non-BCA account. If your bank isn't BCA, BRI, or Mandiri, use BCA Direct Transfer, QRIS, or GoPay instead.
Q: Can a failed top-up still deduct money from my bank account?
If your bank app shows the transfer as failed or rejected, funds typically aren't deducted. If money left your account but never reached Pluang, contact Pluang Care immediately with proof.
Q: What information speeds up support's investigation of a failed VA top-up?
Your registered name, email, mobile number, and a clear screenshot of the transaction attempt from your bank app, including any error message shown.