sportlive SportsbookLiga 1 Markets, Piala AFF & e-wallet Virtual Account

Support channels

sportlive operates multiple support channels to ensure you can reach us quickly. Live chat is the fastest option for urgent questions — our team responds within subject to verification during business hours (Monday–Friday, 09:00–21:00 Jakarta time). For non-urgent requests, email [email protected] and expect a reply within 4 business hours. The in-app help centre offers self-service guides for common issues like password reset, payment troubleshooting, and account verification. Choose live chat for account access problems, withdrawal delays, or technical errors; use email for detailed documentation requests or formal complaints; and browse the help centre for quick answers on game rules, bonus terms, and payment methods. All channels are staffed by English-speaking agents who understand the local payment landscape (DANA, OVO, GoPay, QRIS, BCA, Mandiri, BRI, BNI).

Common request categories

The most frequent support requests fall into four categories. Login and account access issues — forgotten passwords, two-factor authentication problems, or suspected unauthorised access — are resolved within subject to verification via live chat. KYC and verification requests require document uploads and typically complete within subject to verification during business hours; delays occur only if documents are unclear or incomplete. Withdrawal reviews happen when a first-time withdrawal is flagged for standard verification; these usually clear within 1–2 hours but may take up to 24 hours if additional information is needed. Technical issues — game crashes, payment gateway errors, or app performance problems — are diagnosed and escalated to our engineering team within subject to verification. Each category has a dedicated workflow to ensure consistent, fast resolution.

Response window expectations

sportlive aims for predictable response times across all channels. Live chat queries receive an initial response within subject to verification during business hours; complex issues may require escalation but you will receive a status update within 2 hours. Email support responds within 4 business hours for standard requests and within 2 hours for urgent matters (marked "URGENT" in the subject line). Account verification (KYC) completes within subject to verification if documents are clear; resubmission requests are sent immediately if clarification is needed. Withdrawal verification typically clears within 1–2 hours for returning players; first-time withdrawals may take up to 24 hours due to standard regulatory checks. Payment processing times vary by method: DANA and OVO settle in subject to verification, QRIS in subject to verification, and bank transfers in subject to verification. All timelines are subject to your payment provider's processing speed and any network delays outside our control.

Escalation flow

If your initial support request is not resolved within the standard window, it automatically escalates to a senior agent or specialist team. For account security issues, escalation goes to our fraud prevention team, who review transaction history and account activity within 2 hours. For withdrawal delays, escalation involves our payments team, who contact your bank or e-wallet provider directly to trace the transaction. For technical problems, escalation reaches our engineering team, who may request logs or device information to diagnose the issue. When escalating, provide your account email, transaction ID (if applicable), and a clear description of what you have already tried. Escalated tickets receive priority handling and a dedicated agent who will follow up until resolution. If you remain unsatisfied after escalation, you may request a formal review by our compliance team, which takes 5–7 business days.