My top-up to my old Permata VA number failed — what should I do?
Your top-up failed because Permata VA has been replaced by Bank INA VA, and old Permata VA numbers no longer work — the system fails or rejects any top-up sent to them automatically.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.
| Symptom / Condition | Possible Cause | Solution |
|---|---|---|
| Your bank app fails or rejects the transfer to a VA number you saved earlier | It's an old Permata VA number, which is no longer valid | Open the Pluang app, go to Wallet, select a balance other than RDN, tap Top Up, choose your bank, copy the current VA number, and transfer again |
| Your bank shows the money left your account, but your Pluang balance didn't increase | The transfer was sent to an old Permata VA number | Contact Pluang Care with your transfer proof so the team can trace it — don't send the same amount to the old number again |
| You're not sure which VA to use now | Permata VA is no longer offered | Use your own bank's VA if you bank with BCA, BRI, or Mandiri; otherwise use Bank INA VA, which accepts any bank that supports Real Time Online (RTO) |
| Your bank is SeaBank or Jago | Bank INA VA doesn't accept transfers from these banks, because they don't support RTO yet | Use BCA Direct Transfer (minimum Rp500,000), QRIS, or GoPay instead |
If the issue persists:
Email tanya@pluang.com with your registered name, email, mobile number, and a screenshot of the transaction (reference number, date/time, nominal amount, destination VA number).
Related questions:
Q: What if money was deducted from my bank account?
Top-ups to old Permata VA numbers are failed or rejected automatically. If your bank shows the money was deducted anyway, contact Pluang Care with your transfer proof so the team can trace it.
Q: How do I stop this from happening again?
Copy the VA number from the Pluang app before every top-up, and stop using any old Permata VA number saved in your mobile banking app's transfer list.
Q: Is my Pluang balance affected?
No. Your existing balance and portfolio are unaffected — only the failed top-up didn't go through.