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Support channels

We at anya operate three support channels to suit your preference and urgency. Live chat is the fastest option — our English-speaking team responds in under subject to verification during peak hours (18–22 daily, Jakarta time). For non-urgent issues, in-app messaging lets you submit a ticket and receive a response within 2–4 hours, even outside live chat hours. Email support is also available; we aim for 6–12-hour response windows on most inquiry types. To open a support ticket, navigate to the Help section in your account dashboard. Provide your account email, the issue category (deposit, withdrawal, bonus, account, technical), and a clear description. Our team triages requests by urgency: account lockouts and payment failures get priority, followed by bonus eligibility and general guidance questions. If your issue requires documentation (transaction receipts, ID verification, payment proof), attach files directly to your ticket — this speeds up resolution. For emergencies outside live chat hours, email is your best option; mark the subject line as "Urgent" to flag it for the escalation queue.

Common request categories

Most support requests fall into four main categories. Login and account access issues include forgotten passwords, two-factor authentication problems, and locked accounts due to multiple failed login attempts. To reset your password, use the "Forgot Password" link on the login page; a reset link is sent to your registered email within subject to verification. KYC (know-your-customer) verification requests cover ID submission, address proof uploads, and verification status checks. We review KYC documents within 6–12 hours; once approved, you gain full account access including withdrawal eligibility. Withdrawal review inquiries track payout status, ask about processing windows, or report delayed transfers. Always reference your withdrawal request number when asking about a specific payout. Technical issues include game crashes, payment gateway errors, and browser compatibility problems — our team can often resolve these by suggesting cache clearing, browser updates, or device restarts. For persistent technical issues, we escalate to our engineering team and provide a ticket number for tracking.

Response window expectations

Response windows vary by channel and issue type. Live chat operates 18–22 hours daily; during these hours, expect initial contact within subject to verification for account lockouts or payment failures, and within subject to verification for general inquiries. Outside live chat hours, in-app messaging guarantees a response within 2–4 business hours — usually faster during morning to early evening windows. Email support aims for 6–12-hour response times on weekdays; weekend responses may extend to 18–24 hours due to reduced staffing. KYC verification typically completes within 6–12 hours of document submission, though complex cases may take up to 24 hours. Withdrawal reviews process within 24–48 hours; approved payouts then reach your account within the same business day for most payment methods (DANA, OVO, GoPay process fastest at subject to verification; QRIS may take subject to verification due to bank routing). If you do not receive a response within the stated window, reply to your ticket with the ticket number — this flags it for priority review. During peak periods (nights and weekends), response times may increase by 25–non-specific info, so patience is appreciated.

Escalation flow

When a standard support response does not resolve your issue, your ticket moves to the escalation queue. This typically happens if your first response requires specialist input — for example, disputed transactions are escalated to our payments team, game-crash reports go to engineering, and complex bonus eligibility questions reach our compliance officer. To escalate a ticket, reply with "Please escalate" and provide any additional context or supporting evidence (screenshots, transaction IDs, account screenshots). Escalated tickets are reviewed within 24 hours by a senior agent or specialist. You receive a direct update on the escalation status and the estimated resolution date. If escalation still does not resolve the issue, you can request a final review by our operations manager — submit a formal complaint letter including your account number, ticket history, and specific request. Final reviews typically conclude within 5–7 business days. Throughout the escalation process, we maintain a single ticket thread so you can see every response and action taken. Always include your account email and ticket number in any follow-up communication to avoid delays.