Contact the Wecap desk
Three channels reach the Wecap desk. Pick the one that fits the urgency; the desk reads context from your account.
Send a message
The form below routes your message to the right desk via the topic selector. Non-urgent queries clear within 24 working hours.
Other ways to reach the desk
Pick the channel that fits the urgency. The desk follows the same routing rules as /customer-care/.
Open the wallet menu and tap Help. Fastest path; the desk reads context from your account.
Use the [TOPIC] prefix in your subject line so the message routes to the right desk.
For announcements and outage notices. Account queries should use in-app chat or email.
The responsible-play desk is reachable 24×7 via the wallet menu. Self-exclusion is one tap.
Which channel to use, and when
Three channels, three urgency levels. Pick the channel that matches the urgency; the desk reads context from your account.
| Channel | Best for | Typical response |
|---|---|---|
| In-app chat | Active contest issue, deposit/withdrawal hold, KYC escalation | Minutes during match windows; up to 1 hour off-window |
| Non-urgent account queries, editorial corrections, partnership inquiries | Within 24 working hours | |
| Contact form | General questions, responsible-play enquiries, suggestions | Within 24 working hours |
| Social channels | Outage notices, public announcements, general product news | Not used for account queries |
What the desk commits to
The Wecap desk publishes target response times for each category so readers know what to expect. The targets are reviewed quarterly against actual performance.
Matchday targets
Contest engine issues clear within 30 minutes; deposits within 1 hour; KYC within 2 hours during business hours. The matchday desk runs through every live match window.
Off-window targets
Account queries clear within 4 working hours; editorial within 24 working hours; partnership inquiries within 5 working days.
Information that speeds up your reply
The desk replies faster when you include the right context. Five fields help.
- 1Registered mobile number
The desk reads the account by mobile number. Send the number you registered with, not the one you're calling from.
- 2Contest ID
If the query is about a contest, the contest ID lets the desk pull the exact entry. Find it in the wallet menu under Recent contests.
- 3Transaction reference
For deposit or withdrawal queries, the UPI transaction reference is enough for the payments desk to start the trace.
- 4Approximate timestamp
Match the timestamp to the contest ID or transaction reference. The desk triangulates faster.
- 5One sentence on the desired outcome
"I want to withdraw the ₹4,500 still showing pending" is enough. The desk handles the rest.
Reader questions about contacting the Wecap desk
Reader questions sent to the desk in the last quarter, answered in editorial voice. Send yours via /customer-care/.
Does the Wecap desk ever call users?
Only as an inbound callback requested by the user via the in-app callback flow. The desk does not initiate outbound calls for routine queries. Self-exclusion and KYC verifications may require a callback initiated by the user.
Can I send a contact form in Hindi?
Yes. The desk accepts Hindi and English. Replies are in the language of the incoming message; if the desk cannot reply in the requested language, the reply is in English.
What if my contact form is rejected as spam?
The desk reviews rejected contact forms within 24 hours. False positives are released to the right queue. If your form is repeatedly rejected, contact the desk via in-app chat instead.
Can I escalate a contact-form query to a senior reviewer?
Yes. Reply to the desk's first response with "Please escalate" in the subject. The query routes to a senior reviewer within one working day.
When the desk is available
The matchday desk runs through every live match window. The standard desk operates within India business hours with weekend coverage for matchday queries.
| Surface | Hours | Coverage |
|---|---|---|
| Matchday desk | Every live match window | 24×7 during cricket calendar |
| Standard desk | 09:00–21:00 IST | 7 days/week during cricket calendar |
| Compliance officer | 10:00–18:00 IST | 5 days/week |
| Editorial column | 09:00 IST post | Daily during match windows |
What a great contact exchange looks like
The desk publishes the shape of a great contact exchange so readers know what to expect. Five fields make it work.
Registered mobile
The mobile number you registered with KYC. The desk reads the account by this number; any other number returns an "account not found" reply.
Contest ID
Find the contest ID in the wallet menu under Recent contests. The ID is what the desk uses to pull the exact entry; without it the desk has to search by timestamp.
Transaction reference
For deposits or withdrawals, the UPI transaction reference is the easiest identifier. Bank transfers carry a different reference format; both work.
Approximate timestamp
Match the timestamp to the contest ID or transaction reference. The desk triangulates faster with both.
Desired outcome
One sentence on what you want the desk to do. The desk handles the rest; the reader does not need to know the routing or the queue.
Pro tips for the fastest reply
Six pro tips help the desk route and reply faster.
- 1Use the in-app chat first
In-app chat is the fastest channel. The desk reads context from your account; routing is automatic.
- 2Include the contest ID
If the query is about a contest, the contest ID lets the desk pull the exact entry in seconds.
- 3Use the [TOPIC] prefix
Email subjects with [KYC], [DEPOSIT], [WITHDRAW], [CONTEST], [ACCOUNT], [EDITORIAL] or [RESPONSIBLE] route to the right queue.
- 4Attach screenshots sparingly
Screenshots help for contest queries and UI bugs. They don't help for KYC or financial queries — those need text references.
- 5Avoid duplicate messages
Each duplicate message resets the routing timer. Send one clear message; the desk replies once with a complete answer.
- 6Reply within the thread
Replies within the original thread keep the context. New emails or new chat sessions reset the routing.
What happens after you contact the desk
Once you send a message, the desk routes and replies within the published targets. The reply is from a named agent.
- 1Auto-routing
The contact form auto-routes based on the topic selector. The routing typically completes within seconds.
- 2Agent assignment
The desk assigns an agent based on the topic. The agent's name appears in the reply.
- 3Reply
The agent replies within the published target. The reply includes any actions taken on the account.
- 4Confirmation
The agent confirms whether the query is resolved. If not, the agent escalates to the next desk.
- 5Archive
The thread is archived in your account history. The archive is searchable from the wallet menu.
What readers most often ask
Reader questions come in three patterns. The patterns help the desk prepare replies.
"I can't log in" — typically an OTP delivery issue, a device binding issue, or an account lockout. The desk resolves most within an hour.
"When will my withdrawal post?" — typically a KYC verification hold or a rail mismatch. The desk traces the rail and replies with the ETA.
"Your pick was wrong" — typically a captain pick matrix miss. The desk reviews the pick against the methodology colophon and publishes any correction.
Who answers the contact form
The contact form is answered by a named agent. The agent's name and topic specialty are documented in the reply signature.
- 1KYC agent
Handles KYC escalations: document rejection, liveness failure, name mismatch. The agent can request manual verification from the KYC partner.
- 2Payments agent
Handles payment queries: deposit holds, withdrawal speed, UPI failures, refund requests. The agent can trace the rail and reply with the ETA.
- 3Editorial agent
Handles editorial queries: captain pick corrections, methodology questions, partnership inquiries. The agent can route to the editorial column.