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 now that Bank INA VA has replaced Permata VA; you sent it to a BCA, BRI, or Mandiri VA from a different bank; or you sent it to Bank INA VA from SeaBank or Jago, which don't support Real Time Online (RTO). 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| Transfer to a VA number you used before fails or is rejected | It's an old Permata VA number — Permata VA has been replaced by Bank INA VA, and old Permata VA numbers no longer work | Copy the current VA number from the Pluang app (Wallet → a balance other than RDN → Top Up → choose your bank) and top up again |
| 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 the matching bank's own account, or use Bank INA VA, which accepts any bank that supports Real Time Online (RTO) |
| Transfer to Bank INA VA from SeaBank or Jago doesn't go through | Bank INA VA only accepts Real Time Online (RTO) transfers, and SeaBank and Jago don't support RTO yet | Use BCA Direct Transfer (minimum Rp500,000), QRIS, or GoPay instead |
| Transfer completes on your bank's side, but Pluang shows no record of it | You may have used an outdated VA number saved in your mobile banking history | Always copy the VA number currently shown in the app, and contact Pluang Care with your transfer proof if this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 has been replaced by Bank INA VA, so old Permata VA numbers no longer work and top-ups to them fail or are rejected automatically. Copy a current VA number from the Pluang app and top up again. If your bank shows the money left your account, contact Pluang Care with your transfer proof.
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. Bank INA VA doesn't have this restriction; it accepts any bank that supports RTO except SeaBank and Jago.
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.