Get in Touch with Support

What to Have Ready Before Opening a Chat

Before you start a live chat, locate the transaction reference number for the deposit, withdrawal, or bonus you need help with. That single code lets the agent pull up the exact record without asking you to describe amounts or timings. Without it the first message is often a request to go find it. Also note the payment channel you used — whether it was a bank transfer, Touch 'n Go, or DuitNow — and the rough time the transaction was made. Having the reference plus the channel means the agent can act on the first reply instead of asking clarifying questions.

What Not to Send Over a Public Channel

Never type a one-time code from an SMS or authenticator app into live chat or the contact form. That code is the only thing standing between your account and someone else taking it over. Support will never ask for it, and if anyone does, it is a scam attempt even if the name looks right. Also keep your full 16-digit card number and your login password out of any message. The team can verify your identity by asking for your username and the last four digits of the card if needed. Sending the full details over chat puts them at risk even if the connection is encrypted.

How Long a Reply Typically Takes on Each Channel

Live chat replies are instant during hours when an agent is online. The wait is usually under a minute for a first response, though complex requests like account verifications may take a few minutes while the agent checks records. If the lobby is busy, the queue message tells you your position. The contact form usually gets a reply within a few hours during the day, and by the next shift if submitted overnight. Emails are answered in the order they arrived, so a form sent at peak time may sit longer. The team does not publish a guaranteed time, but most replies land the same day.

Languages and When Support Is Available

Support answers in English and Bahasa Malaysia. The team is present during standard daytime hours, but if you write in outside those hours the message is stored and the reply comes when the next shift picks it up. Live chat outside hours shows an offline message form instead of an agent. Messages sent overnight or on weekends are handled in the order they arrived once the team is back. The contact form works the same way — it is never closed, but the wait stretches when the lobby is quiet. Expect a response on the next working period if you write late.

Contact Channels and What Happens After You Send

Live chat connects you directly with a support agent for immediate help. Use it when you need a quick answer or action on your account. The contact form, by contrast, lands in a queue and is read by the same team, then a written reply is sent back to the email you provide. That email trail means the contact form is the right choice when you want a record of the conversation, for example if you are disputing a transaction or need a confirmation you can refer to later. Both channels reach the same team, but the form guarantees a paper trail.

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