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Support channels

We at moskihoki maintain three customer support channels to address account issues, payment questions, and technical concerns. Our live chat service operates around the clock and reaches you within subject to verification during peak hours; simply click the help icon on any page or in the app. Email support is staffed Monday through Sunday and typically replies within 2–6 hours on business days, with extended response windows on holidays like Idul Fitri or Idul Adha. Our in-app help portal lets you submit tickets directly and track responses from your account dashboard. For urgent matters — account compromise, large withdrawal delays, or payment disputes — we recommend live chat so a support specialist can address your issue immediately. All our staff are trained in English and understand regional contexts across Jakarta, Surabaya, Bandung, and Medan. We keep comprehensive ticket logs so you can reference past conversations and resolutions. If you prefer written documentation, email is your best option; we include step-by-step instructions and reference numbers for your records.

Common request categories

The most frequent support requests fall into five categories. Login and password issues account for roughly non-specific info of tickets — we resolve these by sending reset links or conducting identity verification for compromised accounts. KYC and document verification requests represent another non-specific info; account holders upload ID photos or bank statements, and our compliance team reviews them within 24–48 hours. Withdrawal review and delay inquiries make up non-specific info of cases; these often involve pending transactions awaiting verification or payment-method processing times (DANA typically clears in subject to verification, while bank transfers may take subject to verification). Technical glitches — login timeouts, app crashes, odd display bugs — comprise about non-specific info of tickets. The remaining non-specific info covers miscellaneous requests: bonus clarifications, payment method updates, account suspension appeals, and general platform guidance. Each category has a dedicated workflow so we route your ticket to the right specialist. We track resolution time and customer satisfaction for each type to continuously improve our response quality.

Response window expectations

Our response-time commitment depends on the channel and ticket urgency. Live chat queries receive an initial response within subject to verification under normal conditions; complex issues may be escalated to a specialist, adding subject to verification. Email support aims for 2–6 hour response times during business days (Monday–Friday, 08:00–20:00 Jakarta time); tickets submitted on weekends or during national holidays (Idul Fitri, Idul Adha, Imlek) may take up to 12–24 hours. In-app help tickets follow a similar timeline but include automatic status updates so you always know where your request stands. Payment-related concerns (withdrawal stuck, deposit not credited) receive priority handling and typically resolve within 4–12 hours once all required documents are verified. Account security issues (suspected unauthorized login, compromised email) are escalated immediately; our security team investigates and responds within 2–3 hours. Complex compliance cases (large withdrawal limits, account reinstatement) may require 24–72 hours as they involve senior review. We send status updates every 24 hours on tickets still in progress so you remain informed throughout resolution.

Escalation flow

If your initial support ticket is not resolved to your satisfaction, we have a formal escalation process. After your first response, if you believe the answer was incorrect or incomplete, reply to the same ticket requesting escalation to a senior specialist; this moves your case to a more experienced team member within 12–24 hours. If the senior review does not address your concern, you may request escalation to our Compliance and Customer Relations department — this involves a manager-level review and typically takes 48–72 hours. During escalation, provide any additional documentation: transaction IDs, screenshots, email confirmations, or payment-method records. Escalations are tracked separately and given priority queue status. Our escalation team has authority to override standard policies in cases of genuine error or exceptional circumstance. Once escalation is complete, we provide a detailed written explanation of the decision and any remedial action taken (refund, bonus credit, account adjustment). We maintain escalation records for 12 months and use them to identify systemic issues or process improvements. If you remain unsatisfied after escalation, you have the right to lodge a formal complaint with our external dispute-resolution partner or your local financial regulator, depending on your jurisdiction.