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Help Centre • FAQ • Updated 2026

XE88 FAQ – All the Answers for Malaysian Players

Find quick answers to questions about xe88 registration, deposits, withdrawals, bonuses, slots, Live Casino, and account security. Regularly updated based on real questions from Malaysian players.

Updated: 1 January 2026 40+ Questions Answered 24/7 Support
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XE88 Main Help Topics

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Account & Registration

Questions about how to register, age requirements, changing your password, updating personal information, KYC verification, and managing your xe88 account in general.

8 questions
Deposits & Payments

How to deposit using DuitNow, Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, and FPX, deposit limits, processing times, and accepted payment methods at xe88.

7 questions
Withdrawals & Payments

The withdrawal process to Malaysian banks, processing times, withdrawal limits, KYC requirements for large withdrawals, and how to resolve delayed withdrawal issues.

6 questions
Bonus & Promotions

The 150% welcome bonus terms, how to claim the weekly reload bonus, VIP cashback, bonus validity periods, wagering requirements, and other questions about xe88 promotions.

7 questions
Games & Platform

Questions about available game types, how to access slots, live casino, lottery and jackpot games, technical issues during gameplay, RTP, and how to play from your phone in Malaysia.

6 questions
Security & Privacy

How to secure your xe88 account with 2FA, what to do if your account gets hacked, personal data privacy policy, and how to report suspicious activity.

6 questions

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Account & Registration

Registering a xe88 account is quick and easy — head to xe88.express and you can be done in under 2 minutes. Just fill in your active Malaysian phone number (format 01X-XXX XXXX), a valid email address, your full name as shown on your IC, date of birth, and a password. Once you submit the form, check your inbox for a verification link from xe88. Click the link and your account is immediately active. From there, make your first deposit from as little as RM 10 to start playing and claim your 150% welcome bonus. For a more detailed step-by-step guide, visit the page Register page.

The minimum age to register and play at xe88 is 21. This requirement cannot be waived under any circumstances. During registration, you are required to enter a valid date of birth and confirm that you are 21 years of age or older. xe88 reserves the right to request age verification via identity documents (Malaysian identity card or passport) at any time, particularly before processing large withdrawals. Accounts found to belong to underage users will be terminated immediately and any associated balances will be settled in accordance with xe88's Terms & Conditions.

No. Each user is only permitted to hold one active account at xe88. Opening a second account is a serious violation of xe88's Terms & Conditions and may result in the closure of all associated accounts and forfeiture of any bonus balances. If you've forgotten the password to your existing account, use the "Forgot password?" function on the Log In to reset your account using your registered phone number or email address. If you're having trouble accessing an old account, contact xe88 support via live chat or email support@xe88.express — we'll help you recover your access safely.

Changes to important details such as your full name require an identity verification process through xe88 support. This is because the name on your account must match the name of the bank account or e-wallet owner used for withdrawals — an important anti-fraud measure. To request a name change, email support@xe88.express with a copy of your Malaysian identity card and state the reason for the change. Information you can update yourself in your account settings includes your email address, phone number (requires OTP verification), and password.

KYC (Know Your Customer) is an identity verification process used by xe88 to ensure account security and comply with industry standards. It is typically required when you submit your first withdrawal exceeding RM 1,000, or when the system flags activity that requires additional verification. The documents required for KYC are a copy of your Malaysian identity card (MyKad) — front and back — and sometimes a copy of your bank account book or a screenshot of your registered e-wallet app. The KYC process is usually completed within 1 business day and does not affect your ability to play during that time.

If you'd like to permanently close your xe88 account, contact support by emailing support@xe88.express with the subject line "Account Closure Request". Before the closure is processed, any remaining real cash balance in your account will be returned to your registered bank account or e-wallet. Please note that closing your account means forfeiting all unused bonuses, VIP points, and promotional credits. If you're considering closing your account due to gambling control concerns, xe88 recommends looking into the temporary self-exclusion option first — which allows your account to be reinstated after a set period. Read more on the page Responsible Gaming.

Go to page Log In xe88 and click the "Forgot password?" link located below the password field. Enter the Malaysian phone number or email address registered to your account. xe88 will send a 6-digit OTP code to that phone number or email within seconds. Enter the OTP, then create a strong new password (at least 8 characters combining uppercase letters, lowercase letters, numbers, and symbols). The new password takes effect immediately. If you do not receive the OTP within 5 minutes, check your email spam folder or request a resend. If the issue persists, contact xe88 support via Live Chat.

A xe88 account can be temporarily locked for several reasons: too many failed login attempts (automatic lockout for 30 minutes), suspicious activity detected by the security system, or the account requiring KYC verification before further transactions are allowed. To find out the exact reason and get it resolved, contact xe88 support via live chat or email at support@xe88.express. Have your registered phone number or email on hand for identity verification. Our Malay-speaking support team operates 24/7 and can typically resolve account issues within 30–60 minutes.

Deposits & Payments

XE88 supports all major digital payment methods in Malaysia. Accepted e-wallets include DuitNow, Touch 'n Go eWallet (TNG), GrabPay, Boost, and ShopeePay. For internet banking, xe88 supports FPX, which allows you to pay directly from Maybank2u, CIMB Clicks, RHB Now, Hong Leong Connect, Public Bank, and other Malaysian banks that support FPX. All transactions are in Malaysian Ringgit (RM) with no currency conversion fees. International credit or debit cards are not accepted at this time. You can select your preferred deposit method during the deposit process in your account.

The minimum deposit at xe88 is RM 10 across all payment methods, making xe88 accessible to players at every budget level. For maximum deposits, limits depend on the payment method used and your account's VIP tier. The standard daily deposit limit for e-wallets such as TNG eWallet, GrabPay, and Boost is RM 5,000, while FPX can reach up to RM 30,000 per day subject to the limits set by your own bank. VIP members enjoy higher deposit limits. You can also set a personal deposit limit lower than the default through the Responsible Gaming section in your account settings.

Deposit processing times vary by payment method. Deposits via DuitNow, Touch 'n Go eWallet, GrabPay, Boost, and ShopeePay are typically credited to your xe88 account within seconds to 1 minute after payment is confirmed. Deposits via FPX internet banking take 1–5 minutes depending on your bank's server response time. If your deposit hasn't arrived after 15 minutes, check your transaction history in your e-wallet or internet banking app to confirm whether the payment went through. If the payment was successful but your xe88 balance hasn't been updated, contact support with proof of the transaction (a screenshot of your payment receipt) and our team will resolve it within 30 minutes.

This can happen when there is a communication disruption between the payment system and the xe88 platform during a transaction. Do not panic — your money is safe. Step one: wait up to 15 minutes, as the system sometimes needs a moment to reconcile transaction data. Step two: check your deposit history in your xe88 account (Account > Transaction History). If the transaction does not appear at all, bring your proof of payment (a screenshot of the receipt from TNG eWallet, GrabPay, or your FPX statement) and contact xe88 support via Live Chat. Have your transaction reference number, date and time, amount, and payment method ready. Our team will follow up with the payment provider, and your funds will be credited or refunded within 1–2 business days.

XE88 does not charge any processing fees for deposits made via any accepted payment method. You will receive the full value of whatever you deposit into your playing account. However, some Malaysian banks or e-wallet providers may impose a small transaction charge on their end — for example, certain banks charge RM 0.10–RM 1.00 for FPX transfers. These charges come from your bank or provider, not from xe88. For information on any fees your bank or e-wallet may apply, check directly with the relevant service.

Yes, and xe88 strongly encourages players to use this feature as part of responsible gaming practice. You can set daily, weekly, or monthly deposit limits from the "Responsible Gaming" section in your account settings. Stricter limits take effect immediately, while increasing a limit requires a 7-day waiting period as an added safeguard to prevent impulsive decisions. This feature is free and accessible at any time. Read more about all available control tools on the Responsible Gaming page.

After making your first deposit, log in to your xe88 account and go to the Promotions section. You will see the "150% First Deposit Bonus" offer — click "Claim" to activate it. The bonus will be credited to your bonus balance within a few minutes. Keep in mind that the bonus must be claimed before you start playing with that deposit — if you have already started playing without claiming it, the bonus offer for that deposit cannot be reactivated. The first deposit bonus gives you 150% extra up to RM 600, meaning a deposit of RM 400 earns you RM 600 in bonus funds (total playing balance of RM 1,000). The wagering requirement is 10x the bonus value within 7 days.

Withdrawals & Payments

Log in to your xe88 account and go to the "Withdrawal" or "Wallet" section in your dashboard. Select your preferred withdrawal method — DuitNow to a Malaysian phone number, to a Malaysian bank account, or to a registered e-wallet (TNG eWallet, GrabPay). Enter the amount you wish to withdraw (minimum RM 30) and confirm the transaction. Withdrawals via DuitNow and e-wallets are typically processed within 15–30 minutes. Make sure the account holder name on your bank account or e-wallet matches the name registered on your xe88 account — withdrawals to accounts under a different name are not permitted and will be rejected automatically.

Withdrawal processing times depend on your account's VIP tier. Regular members (Bronze): 15–30 minutes for DuitNow and e-wallets, 1–2 hours for bank transfers. Silver members: 10–20 minutes. Gold members: 5–10 minutes. Platinum and Diamond members enjoy express withdrawals processed within 3–5 minutes. Withdrawals submitted on standard business days (Monday–Friday, 9 AM–10 PM) are generally processed the fastest. Withdrawals made on weekends or public holidays may take slightly longer for bank account transfers, though e-wallet withdrawals typically remain fast at all times.

The minimum withdrawal at xe88 is RM 30 across all withdrawal methods. The maximum daily withdrawal starts at RM 5,000 for regular Bronze members and increases by VIP tier: Silver RM 10,000, Gold RM 20,000, Platinum RM 50,000, Diamond no fixed limit (negotiated with your VIP account manager). All legitimate winnings are fully withdrawable — there are no cumulative withdrawal caps or "win limits" restricting the total amount you can cash out. Large wins exceeding the standard daily limit may need to be processed in multiple parts or require you to contact support for coordination.

Withdrawals can be rejected for several common reasons. First, the recipient name on the bank account or e-wallet does not match the name on your xe88 account — this is the most frequent cause. Second, bonus credit that has not yet met wagering requirements is being counted as part of the withdrawal amount requested — in this case, you can only withdraw real cash that is not tied to any wagering conditions. Third, KYC verification has not been completed for withdrawals exceeding RM 1,000. Fourth, the registered bank account has been closed or the account number is incorrect. Contact xe88 support with the error code or rejection message shown for further assistance.

XE88 does not charge any withdrawal processing fees. You will receive the full amount you withdraw with no deductions on xe88's end. However, some Malaysian banks may apply a small incoming transfer fee on their side — typically RM 0.10–RM 2.00 depending on your bank. Withdrawals to e-wallets such as DuitNow, TNG eWallet, and GrabPay are generally free of charge on both ends. To maximise the amount you receive, withdrawing to a Malaysian e-wallet is the most cost-effective option.

First, check the withdrawal status under "Withdrawal History" in your xe88 account. If the status still shows "Processing", contact xe88 support via live chat and provide your withdrawal request reference number. If the status shows "Approved" but the funds haven't arrived in your bank account or e-wallet after 2 hours, there may be a delay on the receiving bank's end. In this case, contact xe88 support with: your withdrawal reference number, the amount, the date and time of the request, and the name of the receiving bank or e-wallet. Our team will follow up with the payment provider and resolve the issue within 24 business hours.

Bonus & Promotions

The xe88 welcome bonus gives you 150% of your first deposit amount, up to a maximum of RM 600. For example, deposit RM 100 and receive RM 150 bonus (total playing balance: RM 250). Deposit RM 400 and receive RM 600 bonus (total playing balance: RM 1,000). The wagering requirement is 10x the bonus value — meaning for a RM 600 bonus, you need to place a total of RM 6,000 in bets (across any eligible games) before winnings from the bonus can be withdrawn. The bonus is valid for 7 days from the date of activation. Only one welcome bonus may be claimed per account. For full details on all promotions, visit the Promotions.

The wagering requirement (or rollover) is calculated based on the total amount you need to wager — not the amount you need to win. For example, if the wagering requirement is 10x on a RM 100 bonus, you need to place a cumulative total of RM 1,000 in bets within the validity period. Every bet you place on an eligible game counts toward your wagering progress — regardless of whether you win or lose that bet. You can track your wagering progress under "Active Bonuses" in your account. All slots, Live Casino, and lottery games at xe88 count toward bonus wagering requirements unless otherwise stated in the relevant bonus terms.

The weekly VIP cashback is calculated based on your net losses for the period from Monday 12:00 AM to Sunday 11:59 PM. Cashback payments are automatically credited to your account every Monday between 12:00 AM and 6:00 AM. The cashback percentage depends on your VIP tier: Bronze 5%, Silver 8%, Gold 12%, Platinum 20%, Diamond 30%. Cashback is calculated from net losses (total bets minus total winnings) — if you finish the week in profit, no cashback is calculated for that week. Credited cashback can be used directly for gameplay with no additional wagering requirements.

When a bonus expires before its wagering requirement has been met, any remaining bonus balance will be automatically removed from your account. This does not affect your real cash balance — only the bonus credits are forfeited. Any winnings generated using those forfeited bonus credits will also be voided. To avoid this, keep an eye on your wagering progress under "Active Bonuses" and focus your play on high-frequency slot games as the expiry date approaches. If you believe your bonus expired unfairly due to a technical issue, contact xe88 support within 24 hours.

The xe88 weekly reload bonus gives you an extra 30% on every deposit you make within the week, up to a maximum of RM 300 per week. It is available from Monday through Sunday. To claim it: log in to your account, go to the Promotions section, select "Weekly Reload Bonus", and click "Claim". The bonus will be activated for your next deposit. The wagering requirement for the reload bonus is 8x within 7 days. You can combine the reload bonus with VIP cashback in the same week. One reload claim is permitted per deposit. For all current promotional offers, check the Promotions.

There are several common reasons why you may not be eligible for a particular bonus. The welcome bonus is for new members who have never made a deposit — if you've deposited before, you won't qualify. For recurring bonuses (such as weekly reloads), you may have already reached the claim limit for the current period. Some bonuses are also tied to specific deposit methods — for example, certain promotions may only apply to deposits made via DuitNow. Always read the terms and conditions of each promotion before depositing to make sure you meet all eligibility criteria. If you believe there's been an error in the eligibility assessment, contact xe88 support for a review.

The xe88 referral programme lets you earn rewards by introducing friends to the platform. Your unique referral code can be found in the "Refer a Friend" section of your account. When a friend signs up using your code and makes their first deposit, both of you are rewarded — you receive bonus credits, and your friend enjoys an additional bonus on top of the standard welcome bonus. Referral rewards are credited to your account within 48 hours after your friend's first deposit is confirmed. There is no limit to the number of friends you can refer — the more you invite, the more rewards you accumulate.

Games & Platform

XE88 offers over 300 games across a wide range of categories. Slots feature hundreds of titles from world-class providers, including modern video slots with bonus features, progressive jackpot slots, and slots with Malaysian cultural themes. Live Casino brings you baccarat, blackjack, roulette, and sic bo tables with live dealers streamed in high-definition video. Table Games cover digital versions of blackjack, baccarat, poker, and roulette. Lottery includes Malaysia-style 4D and Toto games. Jackpot games are progressive slots with prize pools that can reach millions of ringgit. All games are accessible without downloading a separate app — just play directly from your phone or desktop browser.

Yes, fully. The xe88 platform is completely responsive and optimised for all smartphone and tablet screen sizes. No separate app download is needed — simply open Chrome on Android or Safari on iPhone, type xe88.express, and log in. All 300+ games can be played directly from your mobile browser with the same graphics and audio quality as on desktop. For quicker access, you can save the xe88 icon to your phone's home screen (Chrome: Menu > Add to Home Screen; Safari: Share Icon > Add to Home Screen). Both Android and iPhone are fully supported, including Samsung, OPPO, Xiaomi, Vivo, realme, and all popular brands in Malaysia.

All xe88 games use a certified Random Number Generator (RNG) that is independently audited to ensure fairness on every spin and hand. RTP (Return to Player) is a percentage that represents the average amount returned to players over the long term. xe88 slots have an RTP ranging from 92% to 97.8% depending on the game. Live casino baccarat has an RTP of approximately 98.9%, while blackjack can reach 99.5% with correct basic strategy. It's important to understand that RTP is a long-term average derived from millions of rounds — within any individual playing session, results can vary significantly above or below that figure. This is the natural nature of casino games and is not an indication of unfairness.

Yes, your funds are safe. Every game round submitted to the xe88 server is recorded before the result is displayed — meaning even if your internet connection drops mid-game, the round outcome has already been saved on the server. When you reconnect and reopen the same game, you'll see the result of the interrupted round and your account balance will be updated accurately. If you notice your account balance doesn't match what you expected after a technical issue, contact xe88 support with the time and game type involved — our team will review the server logs and make any necessary adjustments.

For lottery games on xe88, go to the Lottery in the navigation menu. Select the lottery type you want, pick your numbers (or use the "Lucky Pick" option for a random selection), choose your stake size, and confirm. Draws are held according to a fixed schedule and results are displayed instantly in your account. For progressive jackpots, go to the Jackpot to view all jackpot slots with their latest accumulated values. Jackpots can be triggered randomly on any spin — there is no specific formula. Make sure you are playing at a stake value that meets the minimum requirement to be eligible for the main jackpot (usually stated on the game screen).

Some slots on xe88 are available in demo mode (free play), letting you try out games without using real money. Demo mode uses virtual credits, and any winnings in this mode cannot be withdrawn — it exists purely so you can explore and learn how a game works. To access demo mode, click on the game you want and look for the "Try for Free" or "Demo" option before selecting "Play for Real". Not all games offer demo mode — in particular, live casino games with live dealers require an active account to play. Lottery games and progressive jackpots also do not have a demo mode.

Security & Privacy

Two-factor authentication (2FA) adds an extra layer of security to your xe88 account. To enable it, log in to your account and go to Settings > Security > Two-Factor Authentication. Click "Enable 2FA" and choose your preferred method — either an OTP code sent via SMS to your registered phone number or through an authenticator app (Google Authenticator or Microsoft Authenticator). Follow the on-screen instructions to complete the setup. Once 2FA is active, any new login from an unrecognised device will require an additional OTP code. We strongly recommend all players enable 2FA, especially if you maintain a high account balance or hold a high VIP tier.

The first thing to do is change your account password immediately through your account settings. If you cannot log in, use the "Forgot password?" function to reset it right away. Next, check the list of active login sessions under Settings > Security > Active Sessions and terminate any sessions you do not recognise. Then, contact xe88 support immediately via Live Chat or email at support@xe88.express to report the situation — our security team will review the access logs and take prompt action, including freezing the account if necessary to protect your balance. Have information ready such as when you first noticed the unauthorised access and any changes you observed in your balance or settings.

XE88 maintains a strict privacy policy. Your personal data is stored on encrypted, protected servers and is only accessible by authorised personnel for platform operational purposes. XE88 will not sell, rent, or share your personal data with third parties for marketing purposes without your explicit consent. Your data may be shared with payment providers such as Malaysian banks or e-wallets in order to process your financial transactions — this is an unavoidable operational requirement. All communication between your device and the xe88 servers is encrypted with 256-bit SSL. For full details, please read the Privacy Policy xe88.

The only official xe88 website is xe88.express. All other URLs claiming to be xe88 are fake and potentially phishing scams. To verify you're on the correct site, check your browser's address bar — make sure the URL starts with "https://" and shows "xe88.express" exactly, not variations like "xe88-express.com", "xe88official.net", or any other domain. A padlock icon or security indicator in the address bar confirms a valid SSL connection. xe88 will never contact you via WhatsApp, Telegram, or SMS to ask for your password or account details — if you receive such a message, ignore it and report it to support@xe88.express.

Log in to your xe88 account and go to Settings > Security > Active Sessions (or "Logged-In Devices"). You'll see a full list of all devices and locations currently signed into your account, including details such as browser type, operating system, and last login time. To end a session on a specific device, click the "End Session" icon next to it. To sign out of all other sessions at once (except your current one), click "End All Other Sessions". It's a good habit to do this periodically — especially after using xe88 on a public computer or if you suspect any unauthorised activity on your account.

xe88 provides several channels for you to report issues or submit complaints. The fastest option is Live Chat within the platform — click the chat icon at the bottom-right corner of the dashboard after logging in. Our team typically responds in under 5 minutes during peak hours and almost instantly during quieter periods. For more formal written complaints or issues that require supporting documents (screenshots, transaction proof), email support@xe88.express with a clear subject line describing your issue. All complaints are logged and responded to within 24–48 business hours. For responsible gambling concerns, a dedicated support line is available within your account.

Why This XE88 FAQ Page Is Different

Many online casino platforms offer FAQ pages with brief, overly generic answers that don't actually help. xe88 believes Malaysian players deserve clear, detailed, and immediately actionable answers — not responses that simply redirect you elsewhere without a real solution. This FAQ page is updated regularly based on actual questions submitted to the xe88 support team, not questions made up out of thin air.

We understand that when you run into an issue — whether it is a deposit that has not come through, a delayed withdrawal, or a question about how bonus wagering requirements are calculated — you do not want to read a lengthy essay. You want a precise, immediately actionable answer. That is why every answer in this xe88 FAQ is written with a practical approach that explains what is happening, why it is happening, and what you need to do next.

Can't Find the Answer You're Looking For? Use the search function at the top of this page with keywords related to your question. If you still can't find an answer, our Bahasa Malaysia-speaking xe88 support team is available 24/7 via live chat on the platform or by email at support@xe88.express. Our average response time is under 5 minutes via live chat.

Support in Bahasa Malaysia – Because Malaysian Players Deserve to Be Understood

One thing Malaysian players often raise about other online casino platforms is the difficulty of communicating in Bahasa Malaysia when problems arise. Support available only in English can be a real barrier when you need to describe a complex issue accurately. At xe88, our entire customer support team is fluent in Bahasa Malaysia and trained to understand the specific context and needs of Malaysian players — from how we discuss financial concerns to how we walk you through technical processes that can sometimes be confusing.

We also understand that Malaysian players have their own unique habits and preferences. Many of our players access the platform during their lunch break, after work between 6–10 pm, or on weekends while catching a Malaysia Super League or EPL match. Our support team is aware of these peak periods and ensures sufficient agents are on duty during those times, keeping wait times short.

Deposits & Withdrawals – Most Frequently Asked Questions

Based on our support data, questions about deposits and withdrawals are the most frequently asked by new Malaysian players. That's completely understandable — you want to know your money is safe, transactions are processed quickly, and your winnings are accessible when you need them. xe88 takes this seriously, which is why we invest heavily in reliable payment infrastructure that handles thousands of transactions every day with a consistently high success rate.

For deposits, xe88 supports all major Malaysian e-wallet and internet banking methods — DuitNow, Touch 'n Go eWallet, GrabPay, Boost, ShopeePay, and FPX (Maybank2u, CIMB Clicks, and all major Malaysian banks). There is no need to sign up for new payment methods or use financial services that are unfamiliar to Malaysian players. The low minimum deposit of RM 10 means anyone can enjoy xe88 without having to commit a large amount upfront.

When it comes to withdrawals, xe88's commitment is clear — your winnings are processed quickly, transparently, and without any deductions on our end. Withdrawals to DuitNow or e-wallets typically arrive within 15–30 minutes for regular members, and even faster for VIP members. There are no mysterious "win limits" or hidden conditions blocking you from withdrawing legitimate winnings. If a withdrawal issue does arise, our support team resolves it proactively — they do not go silent when players need help.

Account Security — What You Need to Know

Account security is a shared responsibility between xe88 and you as a player. xe88 invests in the latest security technology — 256-bit SSL encryption, automated fraud detection systems, brute-force login protection, and 24/7 monitoring. On your end, the most important steps you can take are using a strong, unique password for your xe88 account (don't reuse passwords from your email or banking accounts) and enabling two-factor authentication (2FA) in your account security settings.

One important warning: be cautious of any WhatsApp, Telegram, or SMS messages claiming to be from xe88 that ask for your password, OTP code, or account details. XE88 will never request sensitive information through these channels. Official communications from xe88 come exclusively from the @xe88.express domain or through in-platform notifications. If you receive a suspicious message claiming to be from xe88, report it to support@xe88.express with a screenshot of the message.

Still Need Help? Contact Us

Xe88's Bahasa Malaysia-speaking support team is available 24 hours a day, 7 days a week across multiple channels

Live Chat

The fastest way to get immediate assistance. Our in-platform agents respond in under 5 minutes and are fully fluent in Bahasa Malaysia.

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For written complaints, KYC enquiries, security reports, or issues that require document attachments. Responded to within 24 business hours.

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Support Hours: The xe88 support team operates 24 hours a day, 7 days a week, including Malaysian public holidays. Live Chat is available at all times. For email, response times are within 24 business hours (Monday–Friday, 9 am–6 pm) and up to 48 hours for emails received on weekends or public holidays.

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