Contact Our Support Team

Typical Response Times by Channel

Live chat replies are usually within a few minutes. During busy periods, you may wait up to 5 minutes. The chat stays open as long as you are active, so you do not lose your place in the queue if you step away briefly. The contact form receives a reply within 24 hours, though most are answered in under 12 hours. Weekends and public holidays may see slightly longer wait times, but the team processes forms in the order they arrive.

What to Prepare Before Chatting

Before opening a live chat, have your account username ready. This lets the agent pull up your profile immediately. For transaction issues, note the approximate time and the payment channel you used, such as Touch 'n Go or bank transfer. If you used an e-wallet like GrabPay or Boost, have the transaction reference number from that app. Providing these details in the first message means the agent can start working on your issue without asking for basic information first.

Languages and Operating Hours

Support answers in English and Bahasa Malaysia. Agents are trained to handle queries in both languages, so you can choose whichever you are more comfortable with when you start a chat or fill in the form. The support team is available 24 hours a day, seven days a week. There are no breaks or closed periods, so you can reach someone at any time, including public holidays.

Support Channels and Their Uses

Live chat is the fastest way to get help with anything account-related, such as login issues, deposits, withdrawals, or verifying your identity. The chat button is available in the lobby and on every page of the site. The contact form is best for matters that need a written record, like disputes, formal complaints, or requests for account statements. Replies to the form are sent to the email address you register with the platform.

What Not to Share in Public Channels

Never send your account password, full card number, or any one-time verification code through live chat or the contact form. These channels are private but not encrypted end-to-end, and no legitimate agent will ask for them. If anyone claiming to be support requests such details, end the conversation and report it through the site's abuse reporting feature. Keep your login credentials and financial information to yourself at all times.

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