Get in Touch

Language and When to Expect a Reply

Unless you specify otherwise, replies come in English. If you prefer Bahasa Malaysia, just mention it at the start of your message and the agent will switch over for the whole conversation. Live chat is staffed 24 hours a day, seven days a week. The contact form is checked throughout the day too, but a reply may take a few hours longer, especially overnight.

Expected Response Times per Channel

Live chat typically connects you to a person in under a minute. Most account issues are sorted within the same session, though complex cases might require a short wait while the agent checks with another team. For the contact form, expect a first reply within four to six hours during the day. Overnight submissions are answered by the following morning, so if speed matters, chat is the better choice.

The Single Thing to Have Ready

Your account username is the one piece of information that lets the agent pull up your profile immediately. Without it, the first reply will simply ask for it, which slows everything down. Once you've shared your username, also note the approximate time and the payment method (such as Touch 'n Go e-wallet or bank transfer) for any recent transaction you are asking about. That makes the check almost instant.