Live chat gives the quickest answers from Parimatch Tier 2 live support.

• How to start chat:
  • Tap Help or the chat bubble on the website or app.
  • Choose a topic, then start typing your question.
  • If not logged in, share the phone number or email linked to your account.
• Best for:
  • Login or password help.
  • KYC checks and document status.
  • Deposits via M-Pesa, Airtel Money, Tigo Pesa, or HaloPesa.
  • Bet settlement, cashout, odds or market questions.
• Hours and languages:
  • 24/7 chat support.
  • English and Kiswahili available.
• Response time:
  • First reply in 1–3 minutes.
  • Busy hours may take up to 5 minutes.
• Tips for faster help:
  • State the issue in one line first, then add details.
  • Include your username, mobile money reference, and bet ID if relevant.
  • Attach screenshots of errors or payment confirmations.
  • Keep the chat window open until the agent sends a summary.

Email is useful when you need a written trail or must attach files for Parimatch Tier 2 customer service.

• How to send:
  • Use the Email Us form in the Help Center on the website or app.
  • If a direct address is shown there, use that official support email.
  • Add a clear subject, for example: Deposit delay via M-Pesa, 10,000 TZS, 14:32 EAT.
• Best for:
  • KYC and account verification documents.
  • Complex payment reviews and charge disputes.
  • Responsible gaming requests and account restrictions.
  • Formal complaints or escalation requests.
• Contacts:
  • Use the support email listed in Help Center so your case routes to the right team.
  • Department tags available in the form: Payments, Login, Bets, Verification, Technical.
• Response time:
  • Acknowledgement within 1 hour in most cases.
  • Full response in 2–12 hours. Complex cases may take up to 24 hours.
• Tips for faster email resolutions:
  • One issue per email. Include dates, times, amounts, and transaction IDs.
  • Attach readable images of receipts, ID, or error screens.
  • Keep replies in the same thread so history stays linked.

A call suits urgent issues and when you prefer to explain verbally to the Parimatch Tier 2 support team.

• How to call and what to expect:
  • Open Help and tap Call to view the current helpline number for Tanzania.
  • The agent will verify your account using your registered phone or email.
  • Quick triage, then on-call resolution or a ticket number for follow‑up.
• Best for:
  • Account lockouts or 2FA problems.
  • Payment stuck or duplicated transactions.
  • Time‑sensitive bet questions before an event starts.
• Contacts and hours:
  • Helpline number 24 7 shown in the Help page and website footer.
  • A free number may be displayed during promos; otherwise standard rates apply.
  • Support number operates 24/7 in English and Kiswahili.
• Wait times and resolution:
  • Typical waiting time 1–5 minutes.
  • Most issues resolved during the call. Some cases need up to 24 hours.
• Tips for faster calls:
  • Have your account email, phone, and last deposit details ready.
  • Call during non-peak hours when possible: early morning or late night EAT.
  • Stay on the line until you receive your ticket ID.

Messaging suits quick checks and simple updates when you are on the move. It also helps confirm if a page is official before you interact.

• Available platforms:
  • WhatsApp and Telegram: open Help and tap Message on WhatsApp or Message on Telegram to start a secure thread.
  • Facebook and X (Twitter): use the verified pages linked in the website footer.
• Best for:
  • Short questions, service status, payout ETA, or feature guidance.
  • Link verification to avoid phishing.
• Contacts and hours:
  • Official links are provided inside the app and on the website to prevent fake accounts.
  • 24/7 monitoring. English and Kiswahili supported.
• Response time:
  • 10–30 minutes for most messages.
  • Complex issues may be moved to chat, phone, or email for security checks.
• Tips for effective messaging:
  • Never post personal data publicly. Use direct messages only.
  • Confirm the verified badge and the link from the website before sending details.
  • Share only your ticket ID in public comments if needed.

Technical support handles errors that stop you from using the website or app. Use this route for app crashes, payment failures, or game issues.

• How to reach technical support:
  • Start in live chat and select Technical issue to get routed to a specialist.
  • Use the Email Us form and pick Technical. The system attaches logs where possible.
  • Phone agents can create a technical ticket if the issue is urgent.
• Issues handled:
  • Login failure, OTP not received, or 2FA errors.
  • Deposit or withdrawal errors across M-Pesa, Airtel Money, Tigo Pesa, HaloPesa.
  • Game not loading, bet slip freeze, or odds not updating.
  • KYC upload failures or document rejection reasons.
• Contacts and hours:
  • 24/7 via chat and phone. Email intake is continuous.
  • Follow-up comes from a specialist on the same channel you used.
• Resolution times:
  • First triage in 15–30 minutes on chat or phone.
  • Payments: most fixes in 1–6 hours after verification from the provider.
  • Login and KYC: usually within 2–24 hours depending on checks.
• Tips to speed up fixes:
  • Send screenshots or screen recordings showing the full error.
  • Note device, OS version, app version, network type, and time of issue.
  • Provide mobile money reference IDs and amounts.
  • Do not share passwords or OTP codes.

VIP and priority support gives faster routing and dedicated assistance. If eligible, you get a direct line and quicker handling for time‑critical matters.

• How to access:
  • Check Account settings. If VIP is active, you will see Priority chat and your manager’s contact.
  • Use the dedicated phone line shown in the VIP area when available.
• Who qualifies and when to use it:
  • High‑tier players as defined in the loyalty program.
  • Urgent payment reviews, high‑stake bet queries, and travel or event support.
• Contacts and hours:
  • Priority chat inside the VIP tab, 24/7.
  • Dedicated email and helpline appear in your account once enabled.
• Response expectations:
  • Priority chat reply in under 1 minute.
  • Phone answered within 1–3 minutes.
  • Email replies in 1–4 hours.
• Tips to maximise priority service:
  • Keep your KYC fully verified and payment methods pre‑approved.
  • Share preferred contact times so the manager can reach you faster.
  • Use the VIP channels only for your own account to keep the queue efficient.