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Support channels

We at wordle operate multiple support channels to ensure you can reach our team through your preferred method. Live chat is the fastest option for urgent questions — our team responds within subject to verification during business hours (9 AM to 11 PM Indonesia time, weekdays; 10 AM to 9 PM weekends). Email support is available at [email protected] and typically receives a response within 24 hours. In-app help centre provides self-service guides, FAQs, and ticket submission for non-urgent issues. When contacting support, have your account email and a clear description of your issue ready. Our team speaks English and regional languages, so language barriers are minimal. For account-specific questions — deposits, withdrawals, KYC verification, bonus terms — live chat is recommended because our agents can access your account details and provide immediate guidance.

Common request categories

Our support team handles four main categories of requests. Login and account access issues include forgotten passwords, two-factor authentication problems, and account lockouts — these are typically resolved within subject to verification via live chat. KYC and verification requests involve document uploads, resubmission guidance, and verification status updates — standard review takes a few hours to 1 business day. Withdrawal and payment requests cover withdrawal status checks, payment method changes, and transaction history inquiries — our team can provide real-time updates on your request status. Technical issues include game crashes, app performance, and browser compatibility — our team troubleshoots these by checking your device, connection, and account settings. Each category has a standard resolution path, and our team will guide you through the next steps.

Response window expectations

Response times vary by channel and issue type. Live chat typically responds within subject to verification during business hours; outside those hours, you can submit a ticket for next-business-day response. Email inquiries receive a response within 24 hours, often sooner. Account verification (KYC) reviews take a few hours to 1 business day once documents are submitted. Withdrawal requests enter a standard review process that typically takes 1–2 business days; once approved, funds transfer to your payment method within that provider's standard timeframe (subject to verification for DANA, OVO, GoPay, QRIS; subject to verification for bank transfers). Technical issues are prioritised based on severity — account access issues are handled first, followed by payment-related issues, then general gameplay questions. We do not guarantee exact response times, but we aim to resolve most issues within a single business day.

Escalation flow

If your initial support request is not resolved to your satisfaction, you can request escalation to a senior agent or supervisor. Escalations are typically handled within 24–48 hours and receive more detailed investigation. To escalate, reply to your support ticket or live chat and clearly state that you would like your issue escalated, along with a brief explanation of why the initial response did not resolve your concern. Provide any additional information — transaction IDs, screenshots, timestamps — that helps our team understand the issue. Escalated cases are reviewed by our support management team, who may contact you directly for further clarification. Most escalations are resolved within 2–3 business days. If you remain unsatisfied after escalation, you can contact our legal and compliance team through the contact details in our terms and privacy policy.