Support Guide for Japanese Customers

For the fastest response, live chat is the best option. You can start by clicking the chat icon in the bottom right corner of the screen. 1xbet’s live support is generally available 24 hours a day.

• Access Method: Tap “Live Chat” in the bottom right corner of the website or app. Available even before logging in. Any content requiring identity verification will be guided after logging in.
• When to use: Login issues, KYC procedures, deposit or withdrawal delays, questions about bonus terms, game malfunctions, etc. Suitable for high-priority inquiries.
• Support Hours and Languages: 24 hours a day, 365 days a year. Japanese support availability varies by time zone. During non-Japanese support hours, assistance is provided in English or via automatic translation. Cases will be transferred to Japanese-speaking staff as needed.
• Expected response time: Initial response within 1 to 3 minutes. Depending on the content, a wait time of 10 to 30 minutes may occur while we consult with the relevant specialist department.
• Tips for Quick Resolution:
  • Prepare your account ID, registered email address, and recent deposit/withdrawal information.
  • Attach a screenshot of the error, the time it occurred, and the device, OS, and browser used.
  • Limiting each chat to one question will speed up responses.
  • Do not disclose your password or two-factor authentication code.

Email is best when you want to keep a record, attach documents, or require detailed verification. It allows you to calmly organize the situation and send all necessary information together.

• Recipient and method:
  • General Contact:: info-jp@1xbet-team.com
  • Before sending, please check the latest support email address in the “Contact Us” section of our website. Departmental email addresses may be updated.
• Use cases: KYC and identity verification, payment investigations, technical consultations requiring multiple screenshots, reviewing terms of service and bonus conditions, etc.
• Guidelines for Required Information:
  • Subject Examples: “Request to Investigate Unreflected Deposit,” “Submission of Account Verification Documents,” “Game Error Report”
  • Account ID, registered name, date and time of occurrence, amount or transaction ID, device/OS/browser, steps to reproduce, expected result.
• Expected response time: 1 to 24 hours. During peak periods, up to 48 hours. Critical cases will be escalated sequentially.
• Tips for Quick Resolution:
  • Specify the subject line. One case per email.
  • Images should be clear. PDF/JPEG/PNG formats are recommended.
  • Also check the spam folder.
  • Avoid sending duplicate submissions for the same case to prevent your priority from being lowered.

If you prefer to speak directly by phone, you can choose this option. Help line numbers may vary by region. In Japan, the number may not be displayed.

• Usage:0120982709 > If a regional support number is displayed in your account under “Profile Support” or on the “Contact Us” page, call from there. If no number is displayed, use live chat or email.
• Service Hours: Vary by region. Please check the operating hours displayed on the screen.
• Fees: Calls are free in areas where a toll-free number is displayed. If no toll-free number is displayed, communication charges apply.
• Estimated wait time: 2 to 5 minutes. During peak hours, approximately 10 minutes.
• Useful for situations like these: verbally confirming card deposit errors, unlocking two-factor authentication, urgent account access issues, etc.
• Tips for Connecting Quickly:
  • Have your account ID, registered phone number, and date of birth ready.
  • Avoid peak call times (evening to night).
  • To prevent mishearing, we recommend sending transaction IDs and similar details via chat or email as well.
• Note: This option is only available when the “1xbet helpline number” is displayed. In regions where it is not displayed, chat is the fastest option.

Technical issues such as login, payment, and game operation are handled by Technical Support. Initial troubleshooting is conducted via live chat, after which the case may be escalated to a specialized department as needed.

• Primary Scope of Coverage:
  • Unable to log in, two-factor authentication issues, KYC or document upload failures.
  • Deposits not reflected, withdrawal delays, card or electronic payment errors.
  • Game Support: Won’t launch, crashes mid-game, freezes, questions about payout calculations.
• Contact Method:
  • Quickest way: Tell us “technical issues” in live chat to connect with an agent.
  • If the app has a “Report a Problem” feature, that is the preferred route.
• Estimated resolution time:
  • Simple configuration/cache issues: 15 to 60 minutes.
  • Payment processing: 24 to 72 hours (including the payment provider’s verification time).
  • Game issues on the provider’s side: Updates will be provided as progress is made.
• Tips for Quick Resolution:
  • Device information (iOS/Android/PC, OS version, browser), app build number.
  • Occurrence procedure, occurrence frequency, last normal operation time.
  • Error code, screenshot, and transaction ID.
  • For mobile devices, try switching networks (Wi-Fi/4G), restarting the app, and clearing the cache beforehand.