Live chat is the fastest way to get help. Use it for quick questions, urgent issues, and anything that needs a back-and-forth reply. Pin-Up live support is available on web and app.

• How to open chat:
  • On website: Sign in, tap Profile, then Help, then Live Chat.
  • On app: Open Menu, tap Support, then Chat.
  • Locked out: On the login screen, tap Help, then Live Chat to reach an agent.
• Best for:
  • Login problems, 2FA or password reset help.
  • Deposits not showing, withdrawal status, bonus questions.
  • Game help, stuck rounds, or settlement checks.
• Access details:
  • Hours: 24/7, every day.
  • Languages: English. Simple Nigerian Pidgin may be possible when available.
• Expected response times:
  • First reply: 30 seconds to 2 minutes.
  • Complex checks: 5–15 minutes inside the same chat.
• Tips for faster answers:
  • Be signed in and share your username and registered email or phone.
  • Add a short summary first, then details.
  • Include transaction ID, bet slip ID, or bonus name when relevant.
  • Attach screenshots of errors or receipts.
  • Keep the chat window open until you receive a case ID.

Email support is best for longer cases, documents, and formal requests. It keeps a written trail that is easy to follow. You can send an email through the Help Centre contact form or the official support email shown inside your account. This is the safest way to reach customer service.

• How to send email:
  • Go to Help Centre, tap Contact, then Send email.
  • Use the official support email shown there to avoid phishing.
  • Add a clear subject: [Deposit], [Withdrawal], [KYC], [Bonus], [Technical].
  • Include username, registered phone or email, and a short timeline.
  • Attach files (PDF, JPG, PNG). Keep total size under 10 MB.
• Best for:
  • KYC and account verification documents.
  • Bank statement or receipt reviews.
  • Responsible gaming requests and account limits.
  • Complaints, disputes, or chargeback responses.
  • Complex technical reports.
• Contact details:
  • Official support email: visible under Help > Contact in your account.
  • Only use the address listed in the Help Centre. Ignore any email posted elsewhere.
  • An auto-reply may confirm your ticket number.
• Expected response times:
  • Standard: 3–12 hours.
  • Peak periods: up to 24 hours.
• Tips for faster resolution:
  • One issue per email thread.
  • Number your questions.
  • Reply in the same thread to keep history together.
  • Add screenshots of errors and payment receipts.

Some users prefer calling for urgent matters. If a support number is displayed in your account, you can call and speak to an agent. Pin-Up helpline number details, when available, appear only in the Help Centre to prevent scams.

• Availability and access:
  • Check Help > Contact for any posted support number.
  • If no number is shown, phone support is not active for your profile.
  • No free number may be available; standard network rates can apply.
  • There is no helpline number 24/7 in Nigeria if none is shown in your account.
• Best for:
  • Time-sensitive payment checks or urgent account locks.
  • Security concerns like suspected account takeover.
• Expected wait and resolution:
  • Queue time: 2–5 minutes during off-peak, longer at busy times.
  • Many issues resolve on the call; complex cases get a ticket ID and follow-up.
• Safety notes:
  • Only call numbers shown inside the website Help Centre.
  • Agents never ask for your password or SMS OTP.
• Tips for faster calls:
  • Keep username, date of birth, and recent transaction details ready.
  • Call during off-peak hours when possible.
  • Ask for your ticket ID before ending the call.

Social media and messaging are useful for quick updates and general questions. Use only the verified links from the website footer or the Help Centre to start a chat. The Pin-Up support team will redirect account-specific matters to live chat or email for security.

• Where to contact:
  • WhatsApp or Telegram: start chats only from links inside your account to avoid impostors.
  • Facebook Messenger and X (Twitter): use handles linked from the website.
  • Never share passwords, card numbers, or OTP codes in DMs.
• Best for:
  • Service status, promo clarifications, and non-sensitive questions.
  • Guidance on where to submit documents.
• Response times:
  • Typical replies in 1–4 hours.
  • Slower overnight or during big events.
• Tips for smoother messaging:
  • Begin with your username and a short summary.
  • Shift to live chat for identity checks or payments.
  • Screenshot fake accounts and report them through the Help Centre.

Technical support handles site access issues, payment errors, and game faults. Reach this team through live chat by choosing Technical, or via the Help Centre form. Pin-Up customer support may also arrange a secure call-back if needed.

• What technical support can handle:
  • Login failures, password reset loops, or 2FA problems.
  • Payment errors: card, bank transfer, USSD, or wallet deposit failures.
  • Withdrawal pending checks and compliance holds.
  • Game crashes, error codes, stuck spins, or settlement delays.
• How to contact:
  • Live chat: pick Technical when the chatbot asks about your issue.
  • Help Centre: submit a Technical ticket and attach logs or screenshots.
  • Email: use the support email from Help > Contact and add [Technical] in the subject.
• Expected timelines:
  • First assessment: within 30 minutes.
  • Fixes: 1–24 hours for common cases.
  • Payment provider escalations: up to 72 hours.
• Tips for faster fixes:
  • Share device model, OS version, app or browser version.
  • Note the exact time and the steps that lead to the error.
  • Add transaction IDs, bet IDs, and screenshots of any error message.
  • Try switching network (Wi‑Fi to mobile data) and mention the result.

VIP and high-tier players get faster queues, dedicated chat, and planned call-backs. Access shows inside the account once the VIP badge appears. Pin-Up customer service provides a priority lane where available.

• How to access VIP support:
  • Open Help, select VIP Support or Priority Chat if the tile is visible.
  • Use the VIP contact listed in your in-app inbox for direct follow-up.
• Who qualifies and what gets priority:
  • Qualification depends on recent activity and tier level.
  • Time-critical payment reviews, high-stakes bet checks, and travel-limit requests get priority handling.
• Expected response times:
  • Chat pick-up in about 60 seconds.
  • Call-back in 5–15 minutes during service hours.
• Tips to get the most from priority support:
  • Keep KYC documents updated to avoid delays.
  • Enable notifications for chat replies and call-backs.
  • Share preferred call times inside your ticket notes.