Get in Touch with Support

Language and Availability

When you open a chat or send a form, the default reply will come in English. If you prefer Bahasa Malaysia, mention it at the start of your message and the agent will switch immediately. The support team is available daily from early morning until late at night. Outside those hours the contact form still accepts submissions, and the team picks them up as soon as the lobby opens again the next day.

What a Genuine Request Looks Like – and What Not to Share

A legitimate support agent will only ask for your username to locate your account. They will never request your password, the full number on your card, or any one-time code sent to your phone. If someone asks for those, stop the conversation. Never send a password, a full card number, or a one-time code through any public channel such as social media or public forum posts. The platform's own chat and form are encrypted, but the same rule applies there: no agent needs those details to help you.

Which Channel for Which Issue

If your balance in the lobby shows a figure that does not match what you expect after a deposit, start a live chat. That channel lets a support agent check your account in real time and fix a missing credit within minutes. For a written complaint about a disputed round or a request that needs a paper trail, use the contact form instead. The form creates a ticket that can be reviewed by more than one person if the matter requires extra attention.

How Long Each Channel Takes

Live chat replies are nearly instant during support hours. Most account-related questions are resolved within the first exchange, though a complex balance investigation may require a few minutes of checking in the back end. The contact form generates a ticket that is answered within a few hours during the same day. If you submit it late at night, expect a reply the next morning. The form is slower than chat but guarantees your entire message is preserved.

What to Have Ready Before You Chat

The single most useful piece of information to give an agent is your account username. Without it the agent cannot pull up your profile, and every question will first require that step before anything else can happen. If your issue involves a payment, also note the approximate time of the transaction and which channel you used, such as a Touch 'n Go e-wallet or a direct bank transfer. The agent will ask for these details anyway, so having them ready shortens the wait.

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