Get in Touch

Expected Reply Times

Live chat replies start within one to three minutes during normal traffic. If the team is handling a high volume, you may wait up to five minutes. The agent will acknowledge you as soon as they pick up the conversation. The contact form generates an automated confirmation, then a human reply within two to four hours on weekdays. Weekend or public holiday requests may take a little longer, but never more than one business day. Every query gets a answer.

Choose Your Channel

Live chat gets you a faster first reply, usually within a minute or two. Use it when you need a real-time answer, whether it is a deposit that has not landed or a withdrawal status question. The chat agent can see your account details as you speak. The contact form is best when you want a written trail. Use it if you are sending documents or if the issue involves several steps that the team needs to review before responding. Replies via email typically arrive within a few hours.

Keep These Private

Support never needs your password, your full card number, or any one-time code to help you. If you send those in a public chat, you risk your account security. The team will only ask for the last four digits of a card if they need to verify a transaction. Stick to your username, transaction details, and the issue itself. Anything that could let someone else log in or spend your balance should stay off the chat. A quick check: if it is something you would not write on a sticky note, do not send it here.

Before You Open a Chat

Having three things ready cuts the back-and-forth in half: your account username, the approximate time of the transaction, and the payment channel used (for example Touch 'n Go or bank transfer). That way the agent can verify and trace the movement in one look. If the issue involves a withdrawal, also note the withdrawal method. For any deposit issue, know whether you used a e-wallet or online banking. The more detail you give up front, the less you will type waiting for the next reply.

Language & Hours

By default you will receive a reply in English. If you prefer Bahasa Malaysia, say so at the start of the chat or in the contact form message, and the agent will switch. Both languages are supported throughout the day. Support is available around the clock. There is no closed window, so whether you message at midnight or midday, someone will answer. Peak times may add a minute or two to the wait, but the lobby never shuts.

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