Learn MoomooHow to contact Moomoo customer service — live chat, phone and email from inside the app (screenshots of every screen)
Deposit gone from your bank but not showing in your account? KYC stuck for days? A reward missing? Here's how to reach a real Moomoo Malaysia customer service agent through in-app live chat, including how to get past MooBot, opening hours, and how to spot scams pretending to be support.
Your deposit has left the bank but hasn’t shown up in your account. KYC has been stuck for three days with no update. A reward that should be there isn’t showing. When this happens, the fastest fix is talking directly to Moomoo customer service.
The problem is, there’s no “chat with a staff member” button on the front page of the app. The Me menu is no longer on the bottom bar either. And when you do find live chat, the first thing that answers is MooBot, an AI assistant, not a human.
This tutorial walks through the whole path, from the home screen to actually getting connected to a real agent. Every screenshot here was taken on 17 September 2026, and we genuinely tried to get connected to a staff member ourselves.
Moomoo will never ask for your password, SMS code (OTP), or account PIN. Moomoo also doesn’t offer investments or ask for money transfers through unverified WhatsApp, Facebook, or Telegram accounts. If “Moomoo staff” contact you first and ask for any of these, it’s a scam. Report it to the National Scam Response Centre (NSRC) at 997.
Official channels and opening hours
This information comes from the How to Contact Us article inside the app and the Moomoo Malaysia Help Center:
| Channel | How to reach it |
|---|---|
| Live chat | In the app: Discover → Me → Support → Online Inquiry |
| Phone | +603 9212 0708 |
| support@my.moomoo.com |
Live chat and phone hours: 24 hours on working days, and 9:30am to 9:30pm on weekends and public holidays. Emails are answered as soon as possible.
The Moomoo Malaysia Help Center also lists an official WhatsApp number, +60 11-3011 6527. Any other number claiming to be Moomoo’s WhatsApp is not an official channel.
Part 1 — Find the Support menu in the app
Open the Discover tab, then tap Me
In the app we used, the last button on the bottom bar is Search, not Me. The Me menu opens from the Discover tab. If your app still has a Me tab on the bottom bar, tap it directly and skip to step 2.
Tap Discover on the bottom bar. The very first row in the list is Me. Tap that row.
Tap Support
The Me page opens. Scroll down a little past Promotions, Invite Friends, and Earn Points. You’ll find Support, right above Fraud Prevention.
Before you tap it, notice the User ID under your name at the top of this page. That number is your moomoo ID. Staff will ask for this number, so copy it or remember it now. In our screenshot, our name and User ID are blurred out.
Support screen: try finding the answer yourself first
The Support screen has three parts:
- Shortcuts at the top: Promotions, Reward History, Account Information, Account and Security, Calculate Commission, My Fees, Statement and Funds Details.
- FAQ categories in the middle: Open & Manage Account, Funding & Stock Transfers, Promotions & Rewards, Trading, Fees, App Features & Usage and Contact Us.
- Two buttons pinned at the bottom: Phone Inquiry and Online Inquiry.
If your issue is a common one, like checking your reward history, try the shortcuts or categories first. Sometimes the answer is already there and you don’t need to wait for a staff member.
Part 2 — Live chat with staff (Online Inquiry)
Tap Online Inquiry — MooBot answers first
Tap Online Inquiry at the bottom right of the Support screen. The chat screen opens, and the one greeting you is MooBot, the AI assistant for customer support.
MooBot shows a few suggested questions, such as Transaction fees, Promotions & Rewards, IPO and Moomoo Physical Store. Tap one if it matches your question.
Below that is an Ask anything box for typing. The ⊕ button next to it lets you send images, videos or files. This is very useful for sending a screenshot of your bank receipt or an error message.
Ask for a live agent — MooBot will try to help first
Here’s what happened in our test.
Our first message: Saya nak bercakap dengan live agent (“I want to talk to a live agent”). MooBot replied in English and asked us to explain the question first.
We tried human agent, then a full sentence in English asking to talk directly to a live agent. Both times MooBot still asked for more details. It said it might be able to solve the problem faster, or at least gather information so the handover to a live agent goes more smoothly.
Don’t feel like you’re being ignored. That’s simply how MooBot works: it tries to answer first before handing you over to a human.
Type live agent one more time — you enter the queue
After asking three times, we sent a short message, live agent, one more time. This time MooBot acted right away:
- A grey message, “You are now in the queue for a live agent. Please wait patiently,” appeared. This means you’re now in the queue for a staff member.
- MooBot suggested explaining your issue while you wait, so staff understand it faster. There’s also a click here link to leave a message if you don’t want to wait.
- A few seconds later, “You’re now connected with a dedicated agent” appeared. A real staff member had connected.
Once you’re connected with staff, an End chat button appears above the message box.
Our wait time was just a few seconds, on a weekday afternoon around 2:50pm. Your wait time might be longer, especially during busy periods.
Explain your issue, then the chat ends with a feedback form
Now explain your issue to the staff member. Use the template in the Get your issue solved faster section below.
In our test, we told the agent this was just a test for a tutorial and that they could close the chat. The agent replied “baik,” (“okay,”) in Bahasa Melayu and ended the chat. This shows customer service agents can chat in Bahasa Melayu.
Once the chat ends, a feedback form appears:
- Problem Solved? — choose Yes or No.
- Customer Service — rate it, from Very poor to Excellent.
- Tap Submit to send it.
This form isn’t required.
Don't want to wait? Leave a message
If the queue is long, or you’re contacting Moomoo outside opening hours, tap the click here link in MooBot’s message while you’re waiting.
An Enquiry form opens with two parts:
- Description (Required) — explain your issue, up to 1,000 characters.
- Screenshot (Optional) — tap + to attach an image.
Tap Submit, and Moomoo will get back to you.
Part 3 — Phone and email
Phone Inquiry: a direct dial-in number
Go back to the Support screen and tap Phone Inquiry at the bottom left.
A small box slides up from the bottom with the number Hotline (Malaysia): +603 9212 0708. Tap the number to call it directly, or tap Cancel to back out.
Phone hours are the same as live chat: 24 hours on weekdays, and 9:30am to 9:30pm on weekends and public holidays.
Email: when you need to send documents or don't have time to chat
On the Support screen, scroll down and tap the Contact Us category, then How to Contact Us. That article lists every official channel.
For email, write to support@my.moomoo.com. Moomoo asks you to include two things so your issue gets solved faster:
- A screenshot of the issue
- Your moomoo ID, the User ID on your Me page
Email works well for issues that aren’t urgent, or when you need to send several documents at once.
Get your issue solved faster
Moomoo itself asks for two things: a screenshot of the issue and your moomoo ID. Also add when the issue happened and a reference number if you have one. If it’s all in one message, staff don’t have to ask you one by one.
Copy this template, fill it in, and send it as soon as you’re connected with staff:
Moomoo ID: [User ID from your Me page]
Issue: [e.g. RM1,000 FPX deposit not showing in account]
When it happened: [date and time]
Reference number: [bank reference number / order number, if any]Then tap ⊕ and attach a screenshot, such as a bank receipt or an error message from the app.
Never put your password, OTP code, trading PIN, or full bank card number in the chat. A real staff member never needs that information.
Common mistakes
1. Looking for the Me tab on the bottom bar and not finding it. In the current app, Me opens from the Discover tab. Open Discover and tap the Me row at the top.
2. Assuming MooBot is useless and closing the chat. MooBot really does try to answer first. Ask for a live agent a few times, and you’ll enter the queue.
3. Sending lots of short messages. “Hello”, “anyone there”, “please help”… messages like these don’t give staff any information, so they just have to ask again. Send the full template above straight away.
4. Entertaining “Moomoo support” that contacts you first. Moomoo doesn’t initiate investment offers or ask for money transfers through unverified channels. If you’re unsure, cut contact and reach Moomoo yourself through the app.
5. Contacting them late at night on weekends. Live chat and phone only operate 9:30am to 9:30pm on weekends and public holidays. Outside those hours, use click here to leave a message, or send an email.
Frequently asked questions
Is Moomoo customer service open 24 hours? On weekdays, yes, for live chat and phone. On weekends and public holidays, opening hours are 9:30am to 9:30pm.
Can I chat in Bahasa Melayu? You can type in Bahasa Melayu. In our test, MooBot replied in English, but the real agent replied in Bahasa Melayu.
How long does it take to reach a staff member? In our test, just a few seconds after entering the queue, on a weekday afternoon. During busy periods, wait times may be longer.
Where do I find my moomoo ID? Open Discover → Me. The User ID number is under your name.
Does Moomoo have an office I can visit? Yes. The Moomoo Malaysia Help Center lists an office at Menara Khuan Choo, Jalan Raja Chulan, Kuala Lumpur. Visits need a phone appointment first.
I got a WhatsApp message from “Moomoo”. Is it real? The official WhatsApp number listed by Moomoo Malaysia is +60 11-3011 6527. But even if a message comes from a number that looks right, Moomoo will never ask for your password, OTP, or account PIN. If you’re unsure, don’t reply, and check directly through live chat in the app.
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