Getting support on linktoto
Support requests flow through four channels. Live chat is available 24 hours—open the Help icon on the linktoto app or website and type your issue. Our team responds within minutes during peak hours (afternoons and evenings) and within an hour overnight. For complex issues that require account history review, email [email protected] with your registered email and a clear description of the problem. Email responses take 4–24 hours. Phone support is available during business hours (9 a.m. to 9 p.m. Jakarta time, Monday through Saturday) at the number listed in your account settings. For urgent account freezes or security concerns, phone is the fastest path.
When you contact support, have your registered email, account ID (visible in your account settings), and the date of the issue ready. For payment questions, include the payment method and transaction reference if applicable. For market disputes, specify the league and match (Liga 1, Piala Indonesia, Champions League, etc.). This information speeds resolution and prevents you from repeating yourself across multiple messages.
Support response times by channel
Live chat: subject to verification depending on queue. Email: 4–24 hours. Phone: immediate during business hours. Weekends around Idul Fitri or Idul Adha may see longer delays due to holiday staffing, but the 24/7 chat queue is always monitored. If your issue is time-sensitive (account locked before a Champions League kickoff, withdrawal stuck), use live chat or phone rather than email.
We track all support conversations in your account history, so if you chat today and follow up by email tomorrow, our team can see the full thread and won't ask you to repeat yourself.
Account setup and verification
Account opening on linktoto starts with email verification, KYC documents, and a payment method. Your email becomes your login identifier—use an email you check regularly, not a dormant or shared mailbox. KYC requires a government-issued ID (passport or national ID), a recent address proof (utility bill or bank statement dated within 3 months), and a clear photo of your face. Verification typically completes within 24 hours; some accounts are flagged for manual review and may take 2–3 business days.
Once verified, two-factor authentication is available (optional but recommended). You can enable 2FA in account settings; each login will then require a one-time code sent to your phone. If you lose access to the phone number on file, contact support with your identity documents so we can reset 2FA and restore your account access. Password resets work immediately—enter your email, confirm the reset link sent to your inbox, and create a new password. Account recovery can take longer if you've lost email access; in that case, phone support with identity verification is required.
Payment, deposit, and withdrawal help
linktoto accepts nine payment methods: DANA, e-wallet, mobile banking, local payment, online payment, e-wallet, and direct bank transfers (mobile banking, local payment, online payment, e-wallet). Deposits via mobile wallets typically clear within seconds. Bank transfers clear within minutes during banking hours and within a business day outside banking hours. If your deposit doesn't appear after subject to verification, check your payment provider's confirmation email—sometimes payment goes through but fails to sync with linktoto due to network lag. Contact support with your transaction reference and we'll trace it.
Withdrawals follow a strict order: you request a payout, our team reviews it within 24 hours for fraud patterns, and if approved, we send the funds back to your original payment method. This review is security, not punishment—we check for sudden large withdrawals, velocity spikes, or other anomalies. Most withdrawals clear review in under 12 hours. Once approved, mobile banking and local payment transfers land within minutes; bank transfers settle during the next business-day batch. If a withdrawal is flagged, support will contact you with the reason (usually requesting additional identity verification) and next steps.
Withdrawal limits are set by your bank or payment provider, not by linktoto. online payment and e-wallet users are usually capped at our welcome offer per transaction; mobile banking, local payment, online payment, and e-wallet limits vary by your account tier. If you want to withdraw more than your provider allows, make multiple requests on separate days or contact support to discuss alternative methods.
Refunds for cancelled or void bets return to your wallet within minutes; refunds for bets placed in error can take longer if the market is still live and cannot be reversed. Contact support immediately if you bet incorrectly—we can cancel pre-match wagers if they haven't settled.
Betting and market settlement
Liga 1 and Piala Indonesia matches settle within subject to verification of full-time whistle. Piala AFF and Champions League matches settle on the same timeline. If you bet on a Liga 1 match and it ends, your payout (or loss) posts immediately to your wallet. Bets placed after the match starts (live betting) have different odds and rules; check the live-betting rules for each match before placing.
Market disputes are rare. If you believe a match was settled incorrectly—for example, if a goal was disallowed and your bet treated it as a goal—contact support with the match date, league, and your bet reference number within 72 hours of settlement. We review video and betting records, and if we made an error, we correct it. If there was ambiguity in the rule and linktoto applied it as stated pre-match, the settlement stands.
Key help topics
- Account verification takes 24 hours; manual review can extend to 2–3 days.
- Deposits clear instantly for mobile wallets, within minutes for bank transfers.
- Withdrawals are reviewed within 24 hours, then settle within minutes to hours depending on your payment method.
- Liga 1 and domestic matches settle within subject to verification of full-time; Champions League on the same timeline.
- Contact support via live chat (fastest), phone (business hours), or email for disputes or account issues.
Account security and common issues
If you suspect unauthorized access, change your password immediately from the account settings page (no login required—use "Forgot password"). If you cannot access your email, use the phone verification flow: call support with identity proof ready, and we'll verify your identity over the phone and send a temporary password to a new email address. Enable two-factor authentication once you regain access.
If you have forgotten your account email, contact support with your identity documents. If your account is locked due to repeated failed login attempts, it unlocks automatically after subject to verification, or you can use the "Forgot password" flow to regain access immediately. If you see activity you don't recognize (bets placed, withdrawals requested), contact support urgently—we can review transaction logs, revert unauthorized activity, and reset your account security.
Common issues and fixes
- Cannot verify account: Check that your ID photo is clear, dated within validity period, and that your address proof is recent (within 3 months). Resubmit if any document is blurry or expired.
- Deposit not received: Wait subject to verification, then check your payment provider's app to confirm the transaction succeeded. Share your transaction reference with support if the deposit still hasn't posted.
- Cannot log in: Use "Forgot password" to reset. If your email is inaccessible, call support with identity documents ready.
- Match settled incorrectly: Contact support within 72 hours with the match date and bet reference. We review the settlement against league officials' records.
- Withdrawal delayed: Check support email for any verification requests. Most delays are due to pending identity review. If your withdrawal shows "approved" but hasn't landed in your bank, contact support with the withdrawal reference number.