Get in Touch

Have Your Transaction Reference Ready

Before starting a chat, open your transaction history and copy the reference ID of the payment in question. That 12‑digit code lets the agent pull up the exact transfer in seconds, whether it is a Touch 'n Go deposit or a bank transfer. Without that reference, the agent has to ask for your username, the rough time, and the payment channel step by step. The reference skips all that and gets straight to the fix.

Which Channel for Which Problem

If your balance looks wrong or a withdrawal has stalled mid-process, live chat is the fastest route. Support agents can check your account in real time and resolve the issue while you wait. For a formal complaint or a dispute that may need a paper trail later, use the contact form. It creates a timestamped record that can be forwarded to senior staff if the first reply does not settle things.

What Never Goes Into a Public Message

The one-time code sent to your phone or email is the single most dangerous piece to share. Anyone who has it can authorise a withdrawal or change your security settings. Keep it off chat and off the form entirely. Also omit your full password and the complete 16‑digit card number. The support team can verify your identity with your username and the last four digits of your registered payment method—nothing more.

Typical Reply Times per Channel

Live chat connects you to an agent within two to five minutes during staffed hours. If the queue is long, the chat keeps your place and a message appears with the estimated wait. The contact form receives a first reply within four to six hours on weekdays, longer on weekends. Complex cases—like a dispute involving multiple e‑wallets—may take up to 24 hours to close.

Languages and What Happens After Hours

Support answers in English and Bahasa Malaysia. Outside the stated hours—midnight to 8 AM Malaysian time—the lobby still accepts messages through the contact form, but the reply will come only when the team is back on shift. Live chat is staffed during the same window. If you open a chat at 3 AM, you will see an automated message confirming your query has been queued; a human picks it up from 8 AM onward.

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