Chat with support
Use Stay live chat when it appears in the official contact area, and request a case reference for anything requiring follow-up.
On this page
Ways to contact Stay
Ways to contact Stay
Stay provides 24/7 support. Sign in to check the official contact area and confirm the available route before sharing account information.
Written support
Use the contact route published by Stay, explain the matter clearly and retain a copy of your message.
Make a complaint
Ask Stay support to record the issue as a complaint and explain the next review step.
Live chat
Stay live chat tips
Open with the key details
State the issue, what you need resolved and any relevant reference so the conversation can move forward efficiently.
- Check whether you need to sign in.
- Never share passwords, security codes or complete payment details.
- Request a case number or written record.
- Note the agreed next step and expected reply.
Stay support by message
Stay support by message
Give your request a clear subject
Use Stay’s published support route, describe the issue briefly and include relevant references. Remove unnecessary personal details from attachments before sending.
Availability and replies
Stay customer service availability
| Support detail | Information to confirm |
|---|---|
| Availability | See the current terms |
| Time zone | Not published on the official site. |
| Reply timing | A guaranteed response time is not published on the official site. |
| Public holidays | Holiday arrangements are not published on the official site. |
Stay’s 24/7 support statement confirms availability, but it does not guarantee an immediate reply to every request. Check the current contact area for channel-specific information.
Request planner
Prepare your message
Choose the subject of your enquiry, note the essential details privately and then use Stay’s official support route.
Keep passwords, one-time codes and full payment details out of your first message.
Popular help areas
Stay help topics
Complaints
Stay complaints and escalation
- 01
Explain the problem clearly
Keep references, relevant dates, account records and copies of earlier replies.
- 02
Request the review route
Ask for the complaint reference, applicable rule and next escalation step.
- 03
Keep the decision
Save the written outcome and confirm what to do if the issue remains unresolved.
Other support options
Independent help in Australia
| Service | Website | Use |
|---|---|---|
| Independent gambling support | Find support online → | 24/7 support |
| Self-exclusion | Check official information ↗ | Look for current Australian self-exclusion information through an authorised source. |
| Regulatory information | Find complaint information ↗ | For concerns about prohibited interactive gambling services, consult the relevant Australian regulator’s current website. |
Independent services are separate from Stay. Use Stay customer service for account matters and verify any outside contact before sharing information.
Questions and answers
Stay contact FAQ
How do I contact Stay support?
Sign in and open Stay’s official contact or help area to see the available support route. Stay confirms 24/7 support.
Is Stay live chat available all day?
Stay states that support is available 24/7, but the official information does not confirm which channels are available at every time.
What should I include in a Stay help request?
Give a short description, relevant dates or references and one clear question. Do not include your password or complete payment details.
How can I escalate a Stay complaint?
Keep the conversation together, ask for a formal complaint review and request the applicable next step if the first response does not resolve the matter.
More Stay guides
Helpful account guides
Stay contact: channels, hours and complaints
Stay support channels in Australia
Sign in and open Stay’s official contact or help area to view the channels currently available. Stay confirms 24/7 support, while a complete channel list and guaranteed reply time are not published.
Stay live chat may appear in the website contact area. If you cannot sign in, use a public route shown on the official site; Stay’s iOS and Android app is also available for installation, although channel differences are not stated.
Stay customer service hours and reply times
Stay states that support is available 24/7. This indicates the stated availability of assistance, not an instant-response promise; specific reply targets are not published.
For an urgent matter, choose the quickest route shown by Stay and include the essential facts in your first request. Keep one conversation open where possible so the case history remains clear.
What to put in a Stay help request
Explain the issue, your requested outcome and the relevant account or transaction reference. Include your registered details only through the official route, and never send a password or complete card details.
For account, payment or promotion questions, describe the steps that led to the issue and attach only necessary evidence. Keep your messages and replies in case further review is needed.
Using the Stay FAQ and help area
Check the Stay FAQ for routine questions about access, payments, withdrawals, bonuses or verification. Use the current official information because terms may change.
If Stay FAQ information does not answer the question, tell support what you checked and what remains unclear. For a promotion query, name the listed offer or promo code and ask Stay to confirm the current terms.
How to escalate a Stay complaint
If the first reply is unsatisfactory, continue the same conversation and request a formal complaint review. Summarise the issue, previous steps, response and outcome sought, while keeping the correspondence.
Ask Stay to confirm its complaints procedure, review timeframe and next route if you remain dissatisfied. Stay’s published licence information identifies the Government of Curacao, licence 0000064; check the current official terms for further escalation details.
