Contact Support at 96M

Which Channel Should You Use?

The quickest way to get help is the live chat bubble that sits in the lower right corner of the lobby. It opens a small window without leaving the page, so you can keep an eye on your balance while you type. Use it for anything tied to your account, like logins, deposits, or withdrawals. The contact form lives under the Help menu and is better when you need a paper trail. It suits disputes, requests for history, or any matter where you want a written reply you can keep. The form asks for your username and a short description, and it sends your message straight to the team's inbox.

Language Coverage and When to Expect Replies

Live chat is answered in English and Bahasa Malaysia, around the clock, every day of the week. The chat window itself shows the language selector at the top, so you can switch mid-conversation if you prefer. There is no wait time for language choice; both are covered by the same agents. The contact form is different. It accepts messages in English or Bahasa Malaysia, but replies only come during daylight hours, roughly 9am to 6pm, Monday to Friday. If you submit a form late at night or over the weekend, expect a reply on the next working day. The team does not read forms outside those hours.

Expected Wait Times per Channel

Live chat replies are almost immediate. Once you send the first message, an agent typically responds within a minute or two, and the whole conversation runs in real time. If the queue is long, the chat window shows your position, so you know what to expect. The contact form gets a first reply within 24 hours on working days, often sooner. The reply is sent to the email you registered with, and it includes a ticket number for follow-ups. If you need a faster answer, live chat is the better route; the form is for when you can wait for a proper, written response.

Preparing Your Transaction Details

The single most useful thing to have at hand is the transaction reference. That is the 12-digit number shown on the deposit or withdrawal confirmation screen, and it is what lets the agent locate your funds instantly. Without it, they must guess from other details, which slows things down. Also keep your username and the payment channel you used, such as Touch 'n Go or bank transfer, in view. If you can note the approximate time of the transaction, even better. But the reference number is the key piece; everything else is supporting. Gathering these three items takes under a minute and makes the first reply actually helpful.

Protecting Your Sensitive Information

A legitimate request from support never asks for your password, your full card number, or a one-time code. The team already has the details they need to verify you; they will only ask for your username or a transaction reference. So if anyone in a chat or on the form asks for those sensitive items, that is a red flag. Never paste those details into the live chat or the contact form, even if you initiated the conversation. The chat window is not encrypted end-to-end, and the form is stored as plain text. Instead, keep them private. If you suspect a request is fake, close the chat and email the platform directly through the official help page.

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