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Support channels

We at fnatic operate multiple support channels to help you with account, payment, and game questions. Live chat is the fastest option — connect with an English-speaking agent directly from your account dashboard or our website. Our live chat team handles urgent issues like locked accounts, payment failures, and withdrawal delays. Email support is available for detailed inquiries; we typically respond within 4–8 hours. In-app help articles cover common topics such as account setup, deposit methods, game rules, and promotion eligibility. Choose live chat for immediate assistance, email for detailed documentation, and in-app help for self-service answers. All support channels are staffed by our team and do not route to third-party call centres.

Common request categories

Our support team handles four main request types. Login and account access issues include forgotten passwords, two-factor authentication problems, and account lockouts — these are typically resolved within subject to verification via live chat. KYC and verification requests involve ID submission, address proof, and account activation — standard review takes subject to verification to 2 hours. Withdrawal and payment requests cover withdrawal delays, failed deposits, and payment method changes — most are resolved within 1 hour. Technical issues include game crashes, interface glitches, and connection problems — our team troubleshoots these in real time. Each request type has a standard resolution window; if your issue exceeds that window, we escalate it to a senior agent.

Response window expectations

fnatic aims to respond to all support requests within predictable windows. Live chat responses are immediate during available hours — typically under subject to verification. Email inquiries receive a first response within 4–8 hours on business days. Account verification (KYC) is reviewed within subject to verification to 2 hours after submission. Withdrawal requests are processed within subject to verification depending on the payment method and account status. Technical issues are investigated in real time during live chat sessions. If your request is complex or requires investigation, we will provide a timeline and keep you updated. We do not guarantee exact response times but commit to transparency about expected windows for each request type.

Escalation flow

If your initial support request is not resolved within the standard window, our team automatically escalates it to a senior agent. Escalated tickets are marked as priority and reviewed within 2–4 hours. To help us resolve your issue faster, provide your account email, the specific problem description, any transaction IDs, and screenshots if relevant. For account security issues (suspected fraud, unauthorized access, data concerns), escalation is immediate and handled by our security team. For payment disputes, we gather evidence from both your account and the payment provider, then issue a resolution. Escalations are tracked in your account dashboard — you can view the status and expected resolution time anytime. If you remain unsatisfied after escalation, contact our legal team via the address listed in our Terms & Conditions.