Support channels on hoki138 ink
We offer three primary support channels, each designed for different types of requests. Live chat is best for urgent account lockouts or payment questions that need immediate attention. Email is suited for complex issues like account recovery or disputes. The ticketing system creates a permanent record of your request, useful for follow-ups and escalations.
Live chat support
Our live-chat team responds during peak business hours (typically 08:00–22:00 Jakarta time). During major tournaments like Piala AFF or Liga 1 finals, we extend coverage. Response time is usually under subject to verification during peak hours; longer during off-peak or holiday periods like Idul Fitri or Idul Adha.
Live chat is our fastest channel for account emergencies, but during holiday periods or low-traffic times, email may be more reliable.
Email support
Send detailed requests to our support email address. Include your account ID, a description of the issue, and any relevant screenshots or transaction references. Email inquiries typically receive a response within 24 hours during business days; responses may be delayed on weekends and holidays.
Ticketing system
Create a support ticket directly from your account dashboard. The ticket system tracks your request, assigns it a reference number, and allows you to add updates or new messages without starting a new conversation. Tickets are reviewed during standard business hours and assigned to the appropriate team member.
Common support requests and solutions
Account access and recovery
If you forget your password, our support team can help you reset it via email verification. If you lose access to your registered email, we request identity verification (government ID, proof of address, and a selfie) before granting account recovery. This process typically takes 24–48 hours.
Payment and deposit questions
We support DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, mobile banking, local payment, online payment, and e-wallet. If your deposit does not appear in your account within standard processing windows, contact support with your transaction reference (receipt number or bank confirmation). We can trace the payment and investigate delays.
Withdrawal and account verification delays
Withdrawals require account verification (KYC). If we request additional documents, we email you a list of accepted formats. Standard processing for verified accounts is subject to standard windows; we do not guarantee specific timelines due to variations in bank processing and holiday schedules.
Withdrawal windows vary by payment method and bank
E-wallet withdrawals (mobile banking, local payment, online payment) may process faster than bank transfers. During holidays like Idul Adha, all payment processors may experience delays.
Game rules and Piala AFF markets
Our support team answers questions about how specific games work, how live-dealer tables operate, and how Piala AFF markets settle. We do not provide betting advice, but we explain the mechanics so you can make informed decisions.
Fraud and account security
If you suspect unauthorized activity on your hoki138 ink account, contact support immediately. We can freeze your account, review transaction history, and guide you through account recovery if needed. Never share your password or login credentials with anyone, including support staff.
Response times and service levels
We aim to provide consistent response times, though actual times vary based on request volume, time of day, and holidays:
- Live chat (peak hours): Under subject to verification during business hours (08:00–22:00 Jakarta time)
- Live chat (off-peak): subject to verification or longer; email may be faster
- Email: Within 24 hours on business days; longer on weekends and holidays
- Ticketing system: Reviewed within 24 hours; complex issues may take 2–3 business days
- Account recovery: 24–48 hours after identity verification is complete
- Withdrawal processing: Subject to standard bank and payment processor windows; not guaranteed within specific timeframes
We staff support based on real demand, so response times improve when we anticipate high volume — like during Liga 1 playoffs or Piala Aff group stages.
Support strengths
- Multilingual (English and Indonesian)
- Multiple contact channels
- Account recovery and fraud support
Support limitations
- Live chat unavailable during off-peak hours
- Withdrawal delays tied to bank processing
- No betting advice or odds analysis
How to contact us
Access support directly from your hoki138 ink account dashboard. Look for the "Support" or "Help" button in the main menu. You can also visit our Live Chat page to start a conversation during business hours.
For account-related questions, login to your account first so our team can access your transaction history and account status. If you cannot login, use email or the ticketing system to describe your issue, and include your account email address so we can identify your account.