Is there a phone number?
The operator does not publish a long-term phone number. The primary channel is the in-app Help & Support tab.
The customer-care desk operates inside the FanCode app — under "Profile → Help & Support". The desk does not publish a single universally-verified phone number, because the operator rotates channels across the year. We publish the verified channels below and the escalation pattern.
Verified channels
- In-app Help & Support The primary channel. Open the app → Profile → Help & Support. The support inbox is monitored during business hours IST.
- In-app ticket Raise a ticket from the Help & Support screen; the operator responds to the same email registered on the account.
- Email Customercare [at] fancode.in (operator's published mailbox). The desk has not seen a response SLA change inside the last 90 days.
- Social media Verified handles only: @fancode (X / Twitter) and @fancodeapp (Instagram). The desk flags socials to avoid impersonators.
- Editorial correction to the desk Write to compliance [at] fancodein.com for editorial or compliance issues. Not for account / payment.
Escalation pattern
- Step 1 — in-app ticket Open Help & Support and raise a ticket with your registered email and account handle.
- Step 2 — email follow-up If the in-app ticket is not acknowledged within 48 hours, escalate via the operator's email channel.
- Step 3 — verified social If the email channel is not acknowledged within 7 working days, post on the verified social handles.
- Step 4 — complaint authority For unresolved financial disputes, the desk recommends the consumer forum under the Consumer Protection Act, 2019 — relevant to digital services.
Common ticket types
| Issue | Best channel | Expected response |
|---|---|---|
| KYC verification delay | In-app ticket | 24-72 hours |
| Withdrawal not credited | In-app ticket + email | 24-72 hours |
| App crash on a specific OS | In-app ticket | 48-96 hours |
| Sign-up issue from a restricted state | Compliance email | 48 hours |
| Live-score discrepancy | In-app ticket | 4-12 hours |
| Bonus / refer code not credited | In-app ticket + campaign ID | 48-96 hours |
Channels the desk avoids
- Phone numbers from third-party blogs The desk does not host phone numbers from third-party reviews. Customer-care channels rotate; we publish what the operator publishes.
- Unverified socials We link the verified @fancode (X) and @fancodeapp (Instagram) handles only.
- WhatsApp support channels from outside the app The desk does not link to non-operator WhatsApp groups.
Privacy in customer-care tickets
When raising a ticket, do not share OTPs, passwords, or your bank account number on chat. The operator never asks for these via in-app messages. The desk treats any message asking for your credentials as a phishing attempt.
Reader questions — customer care
Where do I escalate?
The escalation pattern is in-app ticket → operator email → verified social → consumer forum (financial disputes).
How long do tickets take?
Standard SLA: 24-96 hours depending on the ticket type. The desk publishes the common-case windows in the table above.
Can I talk to a person?
The in-app support inbox may route to a person during business hours. Outside business hours, the ticket is queued for next-day response.
What the desk publishes — and what it doesn't
The desk publishes the verified channels and the escalation pattern. It does not publish unverified phone numbers (the operator rotates support channels quarter to quarter; publishing a phone number from a third-party blog risks serving a stale number). It does not host a ticket-tracking page (the operator owns the ticket inbox).
What the desk recommends
Open the in-app Help & Support tab as the first move for any account / payment / KYC issue. If the in-app ticket is not acknowledged within the SLA window for the ticket type, escalate via the operator's email channel. If the email channel is not acknowledged within 7 working days, post on the verified socials.
Reading a customer-care ticket — practical guidance
Open the app, go to Profile → Help & Support, and tap "Raise a ticket". The form asks for (1) the ticket type from a dropdown, (2) a description of the issue, (3) any relevant screenshots. Where the issue is about KYC or withdrawal, the form may pre-fill the registered email and KYC status; check those are right before submitting.
Once the ticket is in, the operator responds within the SLA window for the ticket type. Do not raise the same ticket twice in parallel — the second one is auto-routed to the first.
A reading note — when the desk can help & when it can't
The desk can help with editorial questions: corrections, source tips, compliance questions, press accreditation, content partnership. The desk cannot help with account-level issues — KYC, withdrawal, deposit, paid contest entry — because the desk does not see the operator's systems where these issues live.
For account-level issues, use the in-app Help & Support tab inside the FanCode app. The operator's customer-care team responds within the SLA window for the ticket type (24-72 hours for most types). Where the in-app ticket is not acknowledged within 48 hours, escalate via the operator's email channel.
The desk publishes the verified contact channels on this lane. Where the operator's channels change, the desk updates the lane within 24 hours. Where the desk cannot verify a channel (e.g. an unverified phone number from a third-party blog), the desk does not publish it.
For unresolved financial disputes, the consumer forum under the Consumer Protection Act, 2019 is the next step. The desk recommends keeping a written record of every ticket raised with the operator; the consumer forum accepts this record as evidence.
The desk's editorial stance on customer-care escalation is conservative: where the desk publishes a phone number, the desk stands by it; where the desk doesn't, the desk doesn't recommend calling an unverified number.