How to reach us and what to include.
How to reach us
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Live chat — the chat widget on the HOLO website. Fastest route for anything account-specific.
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LINE Official Account — @holo.gacha
Hours
We're available 24/7.
Response times are quickest between 10:00 and 18:00 ICT on weekdays. Outside those hours — early mornings, evenings, weekends and Thai public holidays — we're still reachable, but expect to wait longer for a reply.
What to include
Give us these and we can usually resolve it first time:
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A reference — order, shipment or withdrawal ID
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What you expected to happen
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What actually happened
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A screenshot, if it's visual
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The date and rough time
Things that speed it up
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One issue per conversation
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The reference number rather than a description of the item
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For payment problems, what your bank statement actually shows
What we will never ask for
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Your password. No member of HOLO staff will ever ask for it, on live chat, on LINE, or anywhere else.
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A payment to release your funds. Your Seller Balance is yours. Withdrawing never requires paying anything first.
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Card numbers over chat. Card details are only ever entered on the payment provider's secure page.
Anyone asking for these is not HOLO, regardless of how the account looks. Report it to us.