Critical
- Deposit to Dashboard issues
- Card Load issues from VVIPs and Cardholders beyond 72 hours
- Compromised or Lost Card
- Unauthorized charges and transactions
- KYC updates are overdue by 1 week
- Card application and shipment updates are overdue by 5 weeks
Urgent
- Dashboard deposit issues
- Delayed card loading for VVIPs and Cardholders (over 48 hours)
- Card termination request
- Card replacement request
- Card activation request
- KYC updates are overdue by 72 hours
Normal
- Dashboard deposit issues
- Card loading delays for VVIP and Cardholders (within 24 hours)
- Card application processing (3-5 weeks)
- KYC application processing (within 48 hours)
- Requests: Online Features, Single High-Value Bypass, VIP Bypass, RePIN, PIN resend
- Card shipment status and tracking number request
- General Inquiries
- How-To’s
- Collaboration Inquiries