How to use live chat to contact us

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Hello Deriv Community,

In this post, we want to provide you with information on how to use live chat.

Live chat and Whatsapp are our official Customer Service channels. You can use them to contact us and be assisted by an agent in real-time.

Where can I find the live chat icon?

You can find the live chat icon on our webpage. If you’re logged in, you can also see it in your account.

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You can be assisted in languages other than English, too. The chat automatically switches to the language you selected for your account upon registration.

If your account language is English, but you wish to be assisted in another language, once the agent starts interacting with you, ask them to transfer you to an agent who can speak your language, or you can simply write the language you want to be assisted in, e.g. “Portuguese”, “French”, “Spanish”, and the chat will be transferred to the corresponding agent.

When will I get to speak with an agent via live chat?

Before you’re directed to an agent to be assisted in real time, a robot responds to you on live chat so your issue can be addressed to the relevant department. The waiting time will depend on the queue of customers in attendance.

The robot will ask you questions to find out what help you need. It also provides you with useful information on many different topics.

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If you prefer or need to be assisted by a real agent, keep on selecting the topics accordingly, and the robot will direct you to one of our agents. Or simply type “talk to support”.
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After being assisted by our team and before closing the chat, please don’t forget to rate us! Your ratings and comments are much appreciated and will help improve our services. :smiley:

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If you have any questions, please contact us via live chat or WhatsApp.

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Gn need ur assitance please

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Dear @chuppah-alcanna-1 , thank you for joining our community! To assist you further in regards to your case, kindly reach out to us via LiveChat, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. Thank you.

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Hello, Greetings!

Please how can I chat directly with customer support representative on livechat as against only the virtual support agent? Sometimes one wants to talk to a representative directly for somethings that is not on the virtual support agent option but the chatbot doesn’t give the option again to connect one to a customer support representative like before.

Secondly, please I don’t have any withdrawal option on my account. When I try to withdraw and after verifying my email, it will only show my balance without any withdrawal option. Meaning I can’t even withdraw.

Please kindly address these.

Thanks and looking forward to a positive response from you soon.

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Dear @azeezmaj1 , thank you for joining our community! We are sorry to hear this. To assist you further in regards to your case, kindly reach out to us via LiveChat at a different time, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. You may also click on the option “Talk to Support” if you would like to talk to our Support representatives directly. Thank you.