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Support channels

We at chica offer support through three primary channels: live chat, email, and in-app help. Live chat is available during standard business hours and provides the fastest response for urgent issues such as account access problems or payment delays. Email support ([email protected]) is available 24 hours; we typically respond within 2 hours during business hours and within 4 hours outside peak times. The in-app help section contains a searchable knowledge base covering account setup, deposit and withdrawal procedures, game rules, and common troubleshooting steps. All support interactions are conducted in English. When you open a ticket, include your account email, a clear description of your issue, and any relevant transaction IDs. Our support team logs all tickets and provides a reference number for tracking. For account security reasons, we never ask for your password via email or chat.

Common request categories

The most frequent support requests fall into four categories. Login and account access issues — forgotten passwords, email verification, two-factor authentication — are resolved within subject to verification via live chat or email. KYC and account verification requests require you to provide identity documents; our team reviews submissions within subject to verification during business hours. Withdrawal review and processing questions are addressed with specific timelines based on your payment method and verification status; DANA and OVO withdrawals typically complete within subject to verification, while bank transfers may take subject to verification. Technical issues — game loading, payment gateway errors, app crashes — are diagnosed through the in-app help section or live chat; most are resolved by clearing your browser cache or reinstalling the app. If a technical issue persists, our team escalates it to the engineering team and provides a ticket number for follow-up.

Response window expectations

Our standard response windows are designed to address most issues quickly. Live chat responses during business hours (9 AM–11 PM local time) typically arrive within subject to verification. Email tickets submitted during business hours receive an initial response within 2 hours; complex issues may require additional investigation and a follow-up within 4 hours. In-app help articles and FAQs provide immediate self-service answers for common questions. Account verification and KYC submissions are reviewed within subject to verification if submitted during business hours; submissions outside business hours are queued and processed first thing the next morning. Withdrawal requests are reviewed subject to standard verification windows; once approved, funds are transferred to your payment method within the timeframe specific to that method (DANA subject to verification, OVO subject to verification, GoPay subject to verification, ShopeePay subject to verification, QRIS subject to verification, BCA subject to verification). During peak periods (evenings, weekends, holidays like Idul Fitri or Idul Adha), response times may extend by subject to verification.

Escalation flow

If your initial support request is not resolved to your satisfaction, you can request escalation. Escalated tickets are assigned to a senior support specialist who reviews your case history and any previous responses. Escalation typically takes 1–2 hours; you will receive an email notification with the escalation ticket number and the name of your assigned specialist. To speed up escalation, provide clear documentation: screenshots of errors, transaction IDs, timestamps of the issue, and a summary of steps you have already taken. For billing disputes or account security concerns, escalation is automatic and prioritized. Our escalation team has access to backend account data and can investigate transaction histories, verify payment processing, and authorize manual adjustments if warranted. If you remain unsatisfied after escalation, you can request a final review by our compliance team; this process takes 3–5 business days and results in a formal written response.