Get in Touch

Contact Channels and What Each Handles

The contact form on the site sends your request straight to the support team’s internal ticket system. Once submitted, it is assigned a unique ID and forwarded to the right department, so nothing gets lost. Use this channel when you need a written record of the conversation. Live chat connects you to a support agent in real time. It works best for anything that needs an immediate answer, like checking your balance after a deposit or resetting a locked account. The chat transcript can be saved, but the main strength is speed.

What to Prepare Before You Start a Chat

Having your account username ready lets the agent pull up your profile immediately, without asking you to check and type it mid-conversation. The same goes for the approximate time of the transaction and the payment channel used—an e-wallet name or bank transfer reference. When these three details are in your first message, the agent can verify the transaction history in one glance. That cuts out the back-and-forth of “when exactly?” and “which method?”. The result is a resolution that often takes under two minutes instead of ten.

Languages and When You Can Reach Us

Support answers in English and Bahasa Malaysia. If you message outside the covered hours—typically late at night or on public holidays—your request is still received. It is logged into the queue and the earliest available agent picks it up when the next shift starts. There is no automated reply that pretends to solve your issue while you wait. Instead, the system holds your place in line. Every message sent after hours gets a human reply at the start of the next working period, with the same attention as a daytime query.

Expected Reply Times per Channel

Live chat connects you to an agent within a few minutes during covered hours. If all agents are busy, the system places you in a queue and shows your position. Most account-related queries are resolved in the same session, often in under five minutes. The contact form receives a first reply within a few hours on a business day. Complex requests—like verifying a disputed transaction—may take longer because they are escalated. You will receive an email update each time the ticket status changes, so you are never left guessing.

What Not to Send Over a Public Channel

A legitimate support request never asks for your password, your full card number, or a one-time code. If an agent ever requests these over live chat or email, it is not us. Genuine agents only ask for the last four digits of a card or a confirmation screenshot with sensitive fields blurred. To stay safe, share only what is needed to identify your account and the issue. If you are unsure, ask the agent which specific detail they need and why. No real support team will insist on the full information over an unencrypted channel.

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