Contact Our Support Team

What to Have Ready Before Chat

Before opening a live chat, note your account username. It is the fastest way for the agent to pull up your profile. Without it, they will ask security questions that delay the first reply. For any transaction query, have the approximate time and the payment channel — for example, Touch 'n Go eWallet or bank transfer. This lets the agent locate the transaction without extra back-and-forth.

What Not to Send Publicly

Never share your account password in any chat, form, or message. The platform will never ask for it. If someone requests it, report them immediately. Do not send full card numbers or one-time security codes over any channel. Only provide the last four digits of a card if needed for verification. Keep one-time codes for your own use only.

Languages and Hours

Support is available in English and Bahasa Malaysia. Agents are fluent in both, so you can use whichever you prefer. There is no third language option currently. The team covers 24 hours every day. There is no scheduled downtime, though response may be slightly slower between 2am and 6am Malaysian time when fewer agents are online.

Which Channel to Use

Live chat is fastest for anything account-related: login problems, deposits, withdrawals, or bonus queries. Agents can verify your identity in real time and resolve most issues during the conversation. The contact form is better when you need a written record — for example, a complaint, a dispute, or a request that may need follow-up. Replies go to the email you provide, so you have a trail of what was agreed.

Expected Response Times

Live chat replies usually come within two to five minutes during peak hours. The first agent message may be a greeting, but actual help begins after you share your username and issue. The contact form generates an automated acknowledgement instantly. A human reply typically arrives within four to eight hours. Complex cases may take up to 24 hours if they require internal review.

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