How Fantoss customer care actually works
Fantoss runs two customer-care channels — in-app help (the fastest) and email (for issues the in-app help cannot resolve). Both channels reach the same desk. The editorial desk on this site does not handle wallet or KYC queries — those belong to customer care. This page lists every verified channel and what to keep ready when you raise a ticket.
In-app help — the fastest channel
Open the Fantoss app, tap Profile, choose Help. The in-app help centre lists the most common topics (deposit failed, withdrawal pending, KYC mismatch) and offers a 'Chat with us' button for anything not listed.
In-app help is staffed 24/7 during IPL season and 12/5 off-season. First response on match days is under 4 hours; off-season it is under 24 hours.
Customer-care tickets carry your device fingerprint, account history and a timestamp. This means a support agent can verify the ticket is genuinely from your account without asking for OTPs or passwords. Never share an OTP with anyone claiming to be customer care — real agents do not ask.
If your issue is a withdrawal above ₹2,000, the in-app help routes the ticket to the wallet desk rather than the general support queue. Wallet desk tickets resolve faster (under 4 hours during match days) because they have direct access to your wallet state.
Fantoss also maintains a complaint escalation forum for issues that cannot be resolved through in-app help. Escalations are routed to the verification desk for a second-look and resolve within 48 hours. The forum is referenced in the Terms of Service.
Tickets carry your device fingerprint, account history and a timestamp. A support agent can verify the ticket is genuinely from your account without asking for OTPs.
If your issue is a withdrawal above ₹2,000, the in-app help routes the ticket to the wallet desk. Wallet desk tickets resolve faster (under 4 hours on match days).
Fantoss maintains a complaint escalation forum for issues that cannot be resolved through in-app help. Escalations resolve within 48 hours.
Email support — for complex issues
Email is reserved for issues the in-app help cannot resolve — disputed contest outcomes, account recovery, formal complaints. The support email is published on this page and inside the in-app help centre.
Email tickets receive a first response within 24 hours. Complex KYC or PAN-mismatch cases can take up to 48 hours because they require a second-look by the verification desk.
What to keep ready when raising a ticket
Always have these four pieces of information ready: (1) your registered mobile number, (2) the deposit reference or contest ID, (3) a screenshot of the issue (if visible), and (4) the time the issue occurred (in IST).
Tickets raised with all four pieces of information resolve 40% faster than tickets missing one. The support agent has direct access to your device fingerprint and account history but cannot read your screen.
Verified social channels
Fantoss maintains a verified social handle for tournament announcements and editorial desk updates. The handle is published on this page and inside the in-app help centre. We do not run customer care over social channels — always use in-app help or email for support queries.
If a social account claims to be Fantoss customer care, do not share your OTP or deposit reference. Real customer care never asks for OTPs.
Hours of operation
In-app help: 24/7 during IPL season (March–May), 12/5 off-season (Monday–Friday, 9 AM to 9 PM IST). Email: 12/5 year-round. Social channels: posted updates only; no live support.
Response times are best during business hours (9 AM to 9 PM IST). For urgent issues during off-hours, raise the in-app ticket and the desk picks it up the next morning.
Disputes and escalations
If a customer-care ticket is not resolved within 72 hours, raise an escalation from inside the in-app help. Escalations are routed to the verification desk for a second-look. Most escalations resolve within 48 hours.
If the escalation is still unresolved, the user can request the matter be referred to the dispute resolution forum named in the Terms of Service. Fantoss participates in good faith in that forum.
Frequently asked questions
How long does Fantoss customer care take to respond?
In-app help: under 4 hours on match days, under 24 hours off-season. Email: under 24 hours year-round.
Can customer care help with editorial desk questions?
No. Editorial questions go to the editorial desk email. Customer care handles wallet, KYC, deposits, withdrawals and account access only.
Does Fantoss have a phone number?
No. Phone support is not offered. All support is via in-app help or email. The reason is security — phone support requires sharing OTPs which we never ask for.
Will Fantoss ever ask for my OTP?
No. Real customer care never asks for OTPs. If someone claiming to be Fantoss asks for an OTP, treat it as a scam.
Can I raise a ticket from a state that restricts paid contests?
Yes. Customer care is available regardless of your state's paid-contest rules. The wallet may block paid entries, but support queries are always answered.
What if my issue is not on the help-centre list?
Use the 'Chat with us' button. A support agent will route the ticket manually. Tickets routed manually receive the same SLA as tickets on the list.