Come customer care

Three routes to reach the Come support team. The fastest is the live chat on /contact/.

A support professional at a tidy minimalist desk, the visual for the customer care page

Live chat

Open /contact/ for the in-page live chat. Replies appear in the same window. Keep that window open until the agent closes the conversation.

Email

For non-urgent issues, send a ticket via the chat form on /contact/. The team replies within one business day.

In-app

Once installed, the in-app support desk is the primary route. It carries your account context, so issues resolve faster.

What to include in a ticket

  • Registered mobile number or email.
  • Device model and Android version.
  • Exact error text or screenshot.
  • Time of the issue (Asia/Ho_Chi_Minh if known).

How to open a ticket

Use the in-app helpdesk to open a ticket. The ticket is bound to the user's mobile number and the KYC trail. A ticket ID is generated on submission; the same ID is used in all replies. The /contact/ page documents the email and phone alternatives.

How to escalate a complaint

If the resolution from the helpdesk is not satisfactory, escalate to the grievance officer whose contact is published on the /contact/ page. The Online Gaming Rules 2025 require a named grievance officer for online real-money games. The grievance officer is the right escalation point for unresolved tickets.

What to include in a support request

Include the user ID, the device model, the app version and a short description of the issue. Screenshots are helpful for visual issues. The /contact/ page lists the data fields that the helpdesk needs to triage a request quickly.

Common questions

Customer care: frequent asks

Channel coverage, response windows, ticket IDs and escalation paths.

How do I reach customer care?
In-app chat is the fastest channel. Email, phone and a helpdesk ticket system are also available. The /contact/ page lists the current contact details and the expected response window for each channel.
What is the response time?
In-app chat typically responds within minutes. Email and ticket-based channels respond within 24-48 hours. Withdrawal-related tickets are prioritised and may take longer to resolve because of the KYC trail.
How do I escalate a complaint?
Open a ticket first via the helpdesk. If the resolution is not satisfactory, escalate to the grievance officer whose contact is published on the /contact/ page. The Online Gaming Rules 2025 require a named grievance officer for online real-money games.
Can I close my account from customer care?
Yes. Account closure is a one-step request that is processed within the published SLA. The /delete-account/ page documents the data-handling side of the closure.