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Support channels

We at deposit 10k offer support through three primary channels: live chat, email, and in-app help. Live chat is the fastest option — our English-speaking team responds within subject to verification during business hours. Email support ([email protected]) is available 24/7 and typically receives a response within 2–4 hours. In-app help is accessible directly from your account dashboard under Help & Support. When opening a ticket, include your account ID, a clear description of your issue, and any relevant transaction IDs or screenshots. This information helps our team resolve your request faster. For urgent account security issues, use live chat or call our emergency support line listed in your account settings.

Common request categories

Our support team handles four main request categories. Login and account access issues include password resets, two-factor authentication problems, and account lockouts — these are typically resolved within subject to verification. KYC and verification requests cover document uploads, identity confirmation, and address verification — review windows are subject to verification for standard submissions. Withdrawal and payment issues include pending transactions, failed deposits, and payment method updates — these are investigated within 2–4 hours. Technical issues cover app crashes, interface bugs, and connection problems — our team provides troubleshooting steps or escalates to our engineering team. Each category has a standard resolution window, but complex cases may require additional investigation.

Response window expectations

Response times on deposit 10k vary by channel and issue type. Live chat responses arrive within subject to verification during business hours (08:00–22:00 Jakarta time, Monday–Sunday). Email support operates 24/7 with typical response times of 2–4 hours for standard inquiries and 4–8 hours for complex cases. In-app help tickets follow the same timeline as email. Account security issues (unauthorized access, suspicious activity) are prioritized and receive a response within 1 hour. Withdrawal and payment issues are reviewed within 2–4 hours. KYC verification is processed within subject to verification for complete submissions. During peak hours (18:00–21:00) or holidays like Idul Fitri and Idul Adha, response times may extend by 1–2 hours. Our support team aims to resolve most issues on first contact; escalations to specialized teams add 24–48 hours.

Escalation flow

If your initial support ticket does not resolve your issue, our team escalates it to a specialized department. Escalations are triggered when a ticket remains open for more than 24 hours, involves account security, or requires technical investigation. When escalating, our support agent documents your case with all relevant details, transaction records, and previous troubleshooting steps. The specialized team reviews the escalation within 24 hours and contacts you directly with an update. For withdrawal delays, escalations go to our payments team, who investigate with our banking partners. For technical issues, escalations go to our engineering team, who may request additional logs or device information. For account disputes, escalations go to our compliance team, who review account activity and transaction history. You can track your escalation status in your account under Support Tickets — each update is logged with a timestamp and team member name.