My top-up to my old Permata VA number failed — what should I do?

Question

Accepted Answer

Your top-up failed because Permata VA is no longer available, and old Permata VA numbers no longer work — the system fails or rejects any top-up sent to them 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.

Symptom / ConditionPossible CauseSolution

Your bank app fails or rejects the transfer to a VA number you saved earlierIt's an old Permata VA number, which is no longer validOpen the Pluang app, go to Wallet, select a balance other than RDN, tap Top Up, choose your bank, and follow the instructions shown
Your bank shows the money left your account, but your Pluang balance didn't increaseThe transfer was sent to an old Permata VA numberContact 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 method to use nowPermata VA is no longer offered, and Bank INA VA isn't available at the momentUse your own bank's VA if you bank with BCA, BRI, or Mandiri; otherwise use BCA Direct Transfer (minimum Rp500,000), QRIS, or GoPay

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?Start every top-up in the Pluang app and follow the instructions it shows, 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.

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Your bank app fails or rejects the transfer to a VA number you saved earlier	It's an old Permata VA number, which is no longer valid	Open the Pluang app, go to Wallet, select a balance other than RDN, tap Top Up, choose your bank, and follow the instructions shown
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 method to use now	Permata VA is no longer offered, and Bank INA VA isn't available at the moment	Use your own bank's VA if you bank with BCA, BRI, or Mandiri; otherwise use BCA Direct Transfer (minimum Rp500,000), QRIS, or GoPay