Contact Support

Which Channel to Use

Live chat is the quickest route for anything account-related – login problems, balance checks, or deposit queries. The contact form is better when you need a written record, such as a formal complaint or a detailed refund request. Use the form for matters that may need follow-up documentation. Live chat handles instant fixes; the form gives you a ticket you can refer back to. Both channels connect you to the same support team.

What Not to Send Publicly

Never send your password, a full card number, or a one-time code over live chat or any public channel. Support will never ask for these. If you accidentally share them, change your password immediately and contact the team through the contact form. Keep sensitive details inside your account settings only. The platform uses encrypted connections, but chat logs can be seen by other staff. Protect your one-time codes – they are the final barrier to your account.

What to Have Ready Before Chat

Before you open a live chat, note your account username, the approximate time of the transaction, and the payment channel used – for example, Touch 'n Go eWallet or a bank transfer. This lets the agent check your history without extra questions. If you are asking about a deposit, also recall the ringgit amount. Having these details ready means the first reply can actually help, instead of asking you to look them up mid-chat.

Languages and Hours

Support answers in English and Bahasa Malaysia. You can write or speak in either language; the agent will match your preference. The team is available 24 hours a day, seven days a week. There are no breaks or closed public holidays. If you message outside peak times, expect a reply within the usual window for the channel you chose. Live chat stays open around the clock.

Typical Reply Times

Live chat usually connects you to an agent within a couple of minutes during regular hours. If the queue is long, the wait may stretch to five or ten minutes. The contact form generates an email reply within a few hours on weekdays. For the contact form, allow up to 24 hours during weekends or busy periods. The platform aims to acknowledge every form submission within one business day, even if a full resolution takes longer.

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