Contact Support

Before You Chat

Have your account username, the approximate time of the transaction in question, and the payment method used – bank transfer, e-wallet, or DuitNow – written down before you open the chat. This cuts down the back-and-forth and lets the agent jump straight to checking the records. The more precise you are, the faster the fix. If you can, note the exact amount in ringgit and the reference number from your e-wallet app. That small preparation often turns a 15-minute chat into a two-minute resolution.

Response Times

Live chat replies are near-instant, with the first agent response typically arriving within a minute or two. The entire issue, if it is a standard one like a stuck withdrawal, is usually resolved within the same session. The contact form is slower by design. You will get an automated acknowledgement immediately, but a human reply can take up to 24 hours. Complex cases that require investigation may take longer, but you will be updated at each step.

Keep Private Data Private

Never type a one-time code – the six-digit number from your SMS or authenticator app – into any chat window, even if an agent asks for it. No legitimate support team will ever request that, and sharing it gives someone full access to your account. The same goes for your password and the full number of any card you have used. When asked to verify a payment, give the last four digits only. If you are unsure, end the conversation and use the contact form instead.

Languages and Hours

Live chat is staffed around the clock, seven days a week, and an agent will reply in English or Bahasa Malaysia depending on your preference. The chat window lets you pick a language before you start, so the conversation begins in the tongue you are comfortable with. The contact form, however, is checked during standard working hours only, which means a submission outside those hours will sit until the next morning. Expect a response to the form within one working day, whereas live chat is immediate.