Get in Touch with Support

Expected Reply Times per Channel

Live chat usually connects you within a few minutes during staffed hours. If the queue is long, you will see an estimated wait time in the chat window so you can decide whether to wait or leave a message. The contact form typically receives a reply within one working day. Urgent matters sent through the form may take longer than live chat because the team processes them in the order received, so use chat for anything time-sensitive.

What to Have Ready Before Chatting

Have your account username, the approximate time of the transaction, and the payment channel (e-wallet like Touch 'n Go or bank transfer) on hand. With these three details, the agent can pull up your record in one search instead of asking you to check and type again. This cuts the back-and-forth down to a single exchange. Without them, the first reply will likely be a request for the same information, which doubles the time before you get a real answer.

What a Legitimate Support Request Looks Like

A real support agent will never ask for your password, your full card number, or a one-time code. If anyone in the chat requests those, stop replying and report the chat ID to the platform immediately. Legitimate requests only ask for your username or the last four digits of a card to verify identity. Anything beyond that is a red flag, and the safest move is to close the chat and open a new one from the lobby.

Live Chat vs. Contact Form

If your balance looks off or a withdrawal hasn't landed, live chat is the fastest route. The team can check your account and payment history in real time, so you get an answer in minutes rather than hours. For a formal complaint or a dispute that might need a paper trail, use the contact form instead. That way you have a timestamped copy of your message and the reply, which helps if you need to escalate later.