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Support channels

We at raya operate a multi-channel support infrastructure to address account, payment, and game-related queries. Our primary channel is live chat, available in English during extended business hours (typically 8 AM to 10 PM local time). The live chat interface is embedded in the platform and offers real-time conversation; response times average subject to verification during peak traffic. Email support reaches our team at [email protected] and typically receives replies within 1–2 hours on business days. For non-urgent documentation (transaction receipts, verification status updates, promotional history), email is the preferred route because it leaves a permanent record. We also offer callback scheduling — if live chat queues exceed subject to verification, you may request a phone callback and receive a call within 1 hour. The in-app help centre provides searchable FAQ articles, account guides, and payment setup instructions without requiring agent contact. New users often resolve setup questions using the help centre within subject to verification.

Common request categories

Our support team handles four primary categories of inquiries. Login and account-access issues represent the largest volume — users who forget passwords, cannot receive reset emails, or suspect unauthorized activity. These are escalated to our security team and typically resolved within subject to verification. KYC verification questions come second; users ask about required documents, upload procedures, and why submissions were rejected. Verification review typically takes subject to verification, and our support team can re-review rejected submissions immediately after corrections are uploaded. Withdrawal-related queries form the third category — users track pending requests, ask about processing times for specific payment methods, or report missing settlements. We guide each user to their transaction history and provide a reference number for bank queries. The fourth category covers game rules, bonus terms, and account-control tool setup. Our team walks users through deposit caps, session limits, loyalty tier mechanics, and RTP explanations. Most game-rule questions are self-resolved via the in-app help centre within a few minutes.

Response window expectations

Our response windows are documented and non-guaranteed but consistently met during business hours. Live chat messages receive a first response within subject to verification on weekdays between 8 AM and 10 PM. Outside these hours, messages are queued and answered upon return to business hours. Email inquiries receive acknowledgement and initial triage within 1–2 hours on business days; complex issues (account disputes, withdrawal reversals) may require 4–6 hours for full investigation. Urgent security concerns (account lockout, suspected fraud) are routed to a priority queue and handled within subject to verification. Indonesian holidays (Idul Fitri, Idul Adha, Imlek, Nyepi) and weekends experience extended windows — queries submitted on Friday evening are typically answered Monday morning. All response-time estimates exclude verification delays (e.g., if a query requires document re-upload or payment-provider coordination). Users receive a ticket reference number upon submission, allowing them to track status and follow up if they do not receive a reply within the stated window.

Escalation flow

When a support query cannot be resolved at the front-line level, it moves through our escalation structure. First-level agents (live chat and email) handle login resets, general account questions, and game explanations. If an issue requires specialist review — e.g., a withdrawal has not arrived after the expected window, or a user disputes a transaction — the query is escalated to our payments team. The payments team investigates the transaction trail, contacts payment providers (DANA, OVO, GoPay, ShopeePay, QRIS, or banks), and responds within 4–8 hours. KYC verification rejections can be escalated to our compliance team if a user believes a submission was incorrectly declined; this review takes 2–4 hours. Security incidents (unauthorized account access, suspected fraud) bypass normal routing and go directly to our security operations centre, with resolution typically within subject to verification. For escalations, we request users provide: their account email, transaction reference number (if applicable), and a clear description of the issue. This information helps the specialist team act quickly and reduces back-and-forth communication.