Support

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Fill in the form below and we will get back to you within 24 hours on weekdays. For urgent issues, you can also email support@lacai.io directly.

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Account Issues

If you cannot log in, use the forgot password option on the login screen. A reset code will be sent to your registered email. Check your spam folder if it does not arrive within a few minutes.

If your account has been suspended and you believe it was a mistake, email us with your username and we will review it.

Coins and Withdrawals

Coin purchases are processed instantly through Paystack. If you paid and your coins did not arrive, wait a few minutes and check your wallet. If the issue persists after 10 minutes, email us with the date, amount, and the email address associated with your Paystack transaction.

Withdrawals are sent to the bank account you registered in the app. Processing typically takes 1 to 3 business days depending on your bank. If a withdrawal is taking longer than expected or shows as failed, contact us with your username and the withdrawal amount.

Identity Verification

KYC verification is required before you can withdraw your earnings. If your verification is showing as pending for more than 24 hours, or if it was rejected and you believe there was an error, email us and we will look into it with our verification provider.

Make sure your ID photo is clear and unobstructed. Blurry images and expired documents are the most common reasons verifications fail.

Battles

If a battle ended incorrectly due to a technical issue, contact us within 48 hours with the battle details and we will review it. After 48 hours, results are considered final.

For wager battles, coins are held in escrow until a moderator sets the verdict. If you believe a verdict was set incorrectly, contact us with the battle ID as soon as possible.

Technical Problems

If the app is crashing or behaving unexpectedly, try closing and reopening it first. If the issue continues, make sure you have the latest version installed from the App Store or Google Play. If neither of those helps, email us with a description of the problem and your device model and operating system version.