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Support channels

We at mitrajp provide support through three primary channels designed to match your query type and urgency. Live chat is available during active business hours and typically responds within subject to verification; this channel is best for urgent account or payment questions. Email support is reviewed within 24 hours and suits detailed inquiries or documentation requests. In-app help offers instant access to articles, FAQs, and step-by-step guides covering account setup, payment methods, game rules, and withdrawal procedures. Each channel is staffed by English-speaking representatives trained in account verification, payment troubleshooting, and game settlement. We recommend starting with in-app help for common questions, then escalating to live chat or email if you need personalised assistance.

Common request categories

Our support team handles four main request categories. Login and account access issues include password resets, two-factor authentication setup, and account recovery after inactivity. KYC and verification requests cover document uploads, identity confirmation, and address verification — these typically complete within subject to verification once documents are submitted. Withdrawal and payment requests address processing delays, failed transactions, and payment method changes; most are resolved within the standard processing window for your chosen method. Technical issues include app crashes, browser compatibility, and connection problems on low-data networks. Each category has a dedicated troubleshooting guide in the help centre, and escalation to a specialist is available if the standard guide does not resolve your issue.

Response window expectations

Response windows vary by channel and request type. Live chat queries during active hours receive a response within subject to verification; outside active hours, queries are queued and answered within 2 hours of the next business window. Email inquiries are reviewed within 24 hours; complex requests may require additional time for investigation. In-app help articles provide instant answers and are updated regularly to cover new features and common issues. Account verification (KYC) typically completes within subject to verification of document submission if all documents are clear and legible. Withdrawal requests are processed subject to your payment method's standard window: QRIS and DANA within subject to verification, OVO and GoPay within subject to verification, BCA virtual account within subject to verification. These windows assume your account is fully verified and your payment method is active.

Escalation flow

If your initial query is not resolved through standard support channels, escalation is available. First, provide your account ID, transaction ID (if applicable), and a clear description of the issue. Live chat can escalate to a senior agent or specialist team within the same session. Email escalations are flagged for priority review and typically receive a response within 12 hours. For complex issues involving account security, large transactions, or regulatory compliance, escalation goes to our specialist team, which may request additional documentation or verification. Throughout escalation, you receive status updates via your preferred contact method. Most escalations are resolved within 48 hours; urgent security issues receive immediate attention.